foster carer prog - Council meetings - Lewisham Council

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Questionnaire and focus groups Regenter B3 14 The Council’s obligations to leaseholders Costs • Value for money is not achieved • Major works bills are too high • Leaseholders should be given more time to pay bills • Some works are not necessary so leaseholders are paying for work that does not need to be done • Dissatisfaction with billing system • It can take a long time to get a refund • Bills are often incorrect • Long delays in receiving breakdown of costs. Standards • The major work has been executed effectively but cosmetic work has not been done or done to a low standard • The quality of major works done by Higgins is appalling • No action is taken when the work done is of poor quality • Major work is being ‘pushed’ into maintenance work. • Generally satisfied with standard of work • The major works contractor is causing damage to estates (e.g. blocked a drain and broke a standpipe) • It is good that major works have taken place but some of the work is shoddy • Communal areas are now better cared for (graffiti removed and more cleaning being done). Provision of information/communication • The schedule of works information lacks detail and is too vague • It can take a long time to receive the final bill for major works • One leaseholder reported that they were receiving notices for unpaid bills even though they paid by direct debit • Leaseholder views are ignored • Responses are defensive • It would be helpful to have a single named contact to deal with
Questionnaire and focus groups • Written communication is poor – Section 20 notices arrive with no clear explanation for leaseholders • Too many people to deal with – Higgins, Pinnacle and Equipe • Work is carried out as and when – appointments are not made or if they are made, are not kept • Staff are unwilling to accept responsibility for complaints. Miscellaneous • There is confusion about how to deal with conservation areas – e.g. PVC windows were installed. Other Questionnaires 9. We noted that Regenter B3 and Lewisham Homes had recently carried out satisfaction surveys themselves. We heard that Regenter B3, as part of the Decent Homes programme, was undertaking a series of satisfaction surveys and in the most recent survey they had scored extremely highly at 92%. However, we noted that the survey was carried out irrespective of tenure so the 92% satisfaction rate represented the satisfaction of all residents (of which the majority were tenants and not leaseholders). We were pleased to hear that officers had asked Regenter B3 to either extract lessee only data or survey leaseholders separately in the future and that this had been agreed. 10. We noted that Lewisham Homes undertook a leaseholder survey in November 2008 and that the results were not dissimilar to our survey results. Leaseholders were asked to respond on a number of service areas including repairs and maintenance and housing management and the results (compared against a similar survey carried out by Lewisham Council in 2006) can be seen at Appendix F. Focus Group 11. As part of our review we hired a consultant to arrange and facilitate two focus groups involving Lewisham Homes and Regenter B3 leaseholders. The key lines of enquiry that we set for the focus groups were as follows: Standard of repairs, maintenance and major works • Are leaseholders happy with the standards of repairs, maintenance and major works provided by their housing manager? If not, what are the problems? The Council’s obligations to leaseholders 15
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 and 10: Methodology The results of the surv
Page 11 and 12: Questionnaire and focus groups 6. T
Page 13 and 14: Questionnaire and focus groups •
Page 15: Questionnaire and focus groups •
Page 19 and 20: 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
Page 35 and 36: Findings 54. What is the process fo
Page 37 and 38: Findings 57. What payment options a
Page 39 and 40: Findings 62. What is the value of o
Page 41 and 42: Findings • during a falling marke
Page 43 and 44: Findings 78. Examples of comments l
Page 45 and 46: Findings 83. How do Lewisham Homes
Page 47 and 48: Findings 85. Are leaseholders provi
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
Page 55 and 56: Recommendations allow a clear and c
Page 57 and 58: Recommendations Recommendation Prio
Page 59 and 60: Recommendations Recommendation Prio
Page 61 and 62: Glossary ALMO EXOR KLOE L&Q LVT Reg
Page 63 and 64: key legislation relating to the man
Page 65 and 66: 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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