foster carer prog - Council meetings - Lewisham Council

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Questionnaire and focus groups Our Questionnaire 1. As part of our review, we sent 1000 questionnaires to a random selection of Lewisham Homes and Regenter B3 leaseholders at the start of July 2009. The survey was sent to 805 Lewisham Homes leaseholders and 195 Regenter B3 leaseholders - approximately 40% of the leaseholders managed by Lewisham Homes and Regenter B3 (once properties owned by co-operatives 1 , any properties where the leaseholder did not live at the property and any properties that were not permanently managed by Lewisham Homes or Regenter B3 or had not yet fully transferred, had been excluded). 2. 135 surveys were returned within the specified timescale, 35 from Regenter B3 leaseholders and 98 from Lewisham Homes leaseholders. (2 respondents did not indicate who managed their property). 3. The questionnaire asked a short series of questions about leaseholder satisfaction with (a) the standard, quality and cost of repairs and maintenance (and major works); (b) the billing arrangements followed by their housing manager and (c) how their housing manager provides them with information. Throughout the questionnaire repairs and maintenance services (covered by the annual service charge) were considered separately from any major works that might have been carried out (e.g. replacement windows) and which are billed separately from the service charge. 4. The questionnaire was designed to provide a baseline of quantitative information for us to consider. We followed up the questionnaire with two focus groups, which were arranged and facilitated by an external consultant in order to provide some independent and impartial qualitative data to complement the quantitative data collected via the questionnaire. 5. Although data protection issues prevented officers from passing the contact details of survey respondents to Lewisham Homes and Regenter B3, where it was clear in the comments left by the leaseholder that they wanted their housing manager to be made aware of a particular issue and take action, information was passed on. In other cases where there was a clear complaint being made but uncertainty as to whether the respondent wanted information to be passed on, the Scrutiny Manager contacted the leaseholder to obtain their permission to pass their details on. In all cases passed on, Regenter B3 and Lewisham Homes sought to address the issues raised. 1. Some properties classed as Lewisham Homes properties are in fact managed by other companies. Lewisham Homes retains some management responsibility (mainly administrative) but all repairs and services are carried out by a different company. These properties were therefore excluded from the survey. 8 The Council’s obligations to leaseholders
Questionnaire and focus groups 6. The full results of the questionnaire can be found at Appendices B and C. 7. The key findings are summarised in the bullet points below and further addressed in the ‘Findings’ section of this report: Lewisham Homes • The majority of respondents (56.7%) felt that external repair and maintenance work was not carried out frequently enough. (40% felt that it was carried out about often enough and 3.3% too frequently.) • 58.9% of respondents disagreed or strongly disagreed with the statement: “I am happy with the response time if I report a repair that needs to be carried out” • The majority of respondents were dissatisfied with the standard of repairs and maintenance carried out 2 • Just under half of respondents were dissatisfied with the standard of major works carried out but just under a third had no view or had not yet experienced major works 3 • The majority of respondents felt that the service charges they paid were not fair 4 • The majority of respondents felt that the charges they paid for major works were not fair 5 • Just over a third of respondents were satisfied with the billing arrangements for service charges, just over a half were not 6 • 33.7% of respondents reported that they had no view on the billing process for major works or that no major works had been carried out. 41.3% of respondents were unhappy with the process 7 2. 66.7% of respondents disagreed or strongly disagreed with the statement: “I am satisfied with the standard of repairs and maintenance works that have been carried out on my property/accommodation block.” 3. 47.8% of respondents disagreed or strongly disagreed with the statement: “I am satisfied with the standard of major works that have been carried out on my property/accommodation block.” 32.6% had no view or had not yet experienced major works. 4. 67.8% of respondents disagreed or strongly disagreed with the statement: “the charges I pay for repairs and maintenance are fair.” 5. 62.2% of respondents disagreed or strongly disagreed with the statement: “the charges I pay for major works are fair.” 6. 51.7% of respondents disagreed or strongly disagreed and 36.3% agreed or strongly agreed with the statement: “I am satisfied with the billing process for service charges followed by my housing manager.” 7. 41.3% of respondents disagreed or strongly disagreed with the statement “I am satisfied with the billing process for service charges followed by my housing manager.” The Council’s obligations to leaseholders 9
Page 1 and 2: The Council’s obligations to leas
Page 3 and 4: Chair’s introduction Cllr Alex Fe
Page 5 and 6: Executive summary for each leasehol
Page 7 and 8: Key lines of enquiry • When will
Page 9: Methodology The results of the surv
Page 13 and 14: Questionnaire and focus groups •
Page 21 and 22: Findings A: Background 19. There ar
Page 23 and 24: Findings B: The Standard of Repairs
Page 25 and 26: Findings 32. We asked if compensati
Page 27 and 28: Findings section 20 notice covering
Page 29 and 30: Findings Key lines of enquiry 42. W
Page 31 and 32: Findings 46. Regenter accepted that
Page 33 and 34: Findings 50. How many Lewisham leas
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Page 41 and 42: Findings • during a falling marke
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Page 45 and 46: Findings 83. How do Lewisham Homes
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Page 49 and 50: e answered within 10 working days a
Page 51 and 52: Findings noted that the external fa
Page 53 and 54: Recommendations Our recommendations
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Page 57 and 58: Recommendations Recommendation Prio
Page 59 and 60: Recommendations Recommendation Prio
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Glossary ALMO EXOR KLOE L&Q LVT Reg
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key legislation relating to the man
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Appendices Appendix B: Results of t
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Appendices answered question 93 ski
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Appendices Appendix C: The Committe
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Appendices Ruddock requested this.
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Appendices block my window. The ini
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Appendices in the bill being carrie
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Appendices previous officers are ov
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Appendices unreliably overcharged.
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Appendices area much better managed
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Appendices Appendix D: Results of t
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Some of the leaseholders had been t
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Appendices become damp and start cr
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Appendices “We were told to get a
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Appendices “Our communal area is
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Appendices that there was a mistake
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Appendices Appendix E: Regenter B3
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Appendices Appendix F: Lewisham Hom
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Appendices Leaseholders were asked
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Appendices The leaseholders who had
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foster carer prog - Council meetings - Lewisham Council

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