foster carer prog - Council meetings - Lewisham Council

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Questionnaire and focus groups • In their experience, are repairs and maintenance carried out on time/with adequate frequency? (Do they know the current repair/maintenance cycle for their property? If the repair/maintenance cycle has changed whilst they have been a leaseholder, were they consulted?) • Are they happy with the response time once they report a repair? • Have they carried out any repairs/maintenance work that is the responsibility of their housing manager? Why? • Are leaseholders given the opportunity to check that repairs, maintenance and major works have actually been carried out and carried out to an acceptable standard? Charging and billing leaseholders • Are leaseholders happy with the billing process for service charges and major works? If not, what is wrong with it? • Do leaseholders feel that they have the opportunity to challenge the cost of the charges levied? • Do leaseholders feel that they have the opportunity to check and verify that costs are accurate and reasonable? • Are leaseholders happy with the payment options that are available to them to pay for service charges and major works? If not, what options would they like to have? • Can leaseholders buy into any of the additional services that are provided to council tenants (e.g. improvement works to kitchens and bathrooms, gas servicing etc.?) If not, do they want to? Consultation/interaction with leaseholders • How does their housing manager consult with them? (Are surgeries held? Are there Leaseholder Forums? What leaflets/handbooks are available?) • Are they happy with the current level of consultation? • Have they been consulted on any major works? Were they asked which contractor they preferred? Were their preferences taken into account? • Do leaseholders understand their rights and responsibilities? 16 The <strong>Council</strong>’s obligations to leaseholders
Questionnaire and focus groups • Are leaseholders provided with sufficient information on what they are responsible for insuring and what is insured as part of the service charge? General • How satisfied are leaseholders with the services provided by their housing manager overall? • What improvements would they like to see? 12. Throughout the focus group sessions, comments about 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. The results of the focus groups roughly mirrored the results of our survey and they can be found at Appendix D. Factors to take into consideration 13. We took the following factors into consideration when assessing both the survey and focus group results: Ex-local authority stock – general complaints 14. It is important to distinguish between leaseholder dissatisfaction with the services provided by their particular housing manager and more general dissatisfaction with being a leaseholder in ex-local authority stock. Although there are many advantages to being a leaseholder in ex-local authority stock (the properties are generally quite spacious; many are better built than typical private developments, with thicker walls and superior layouts; they are often in good locations; and they are generally cheaper to buy than comparable properties on private estates) there are also disadvantages (service charges may be lower than on private estates but they can still be costly; there is no sinking fund so bills for major works can be very expensive; properties on mixed tenure estates tend to be harder to sell than similar properties on private estates and they attract a lower price; and it can be difficult to get a mortgage on a property higher than the seventh floor). We accepted that it was beyond the scope of our review to suggest ways in which generic drawbacks such as these might be addressed. The <strong>Council</strong>’s obligations to leaseholders 17
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 and 16: Questionnaire and focus groups •
Page 17: 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
Page 67 and 68: Appendices answered question 93 ski
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Appendices answered question 90 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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