Satisfaction Survey Results
The Leaseholder Satisfaction Survey in 2007 highlighted areas of concern these included consultation on major works, service charges not showing value for money and dissatisfaction with some aspects of the overall service provided to leaseholders.
Hackney Homes set up a number of focus groups with leaseholders and an independent facilitator from HQN Limited (Housing Quality Network) to establish the reasons for levels of dissatisfaction.
You will find below the recommendations from these focus groups and how these recommendations have been addressed.
Establish minimum service standards in consultation with residents
Consultation with residents took place between October 2007 and February 2008. New service standards have been developed and have been effective from April 2008, covering all aspects of services provided including estate and neighbourhood management. These service standards are available on the website and are displayed within the reception areas of Hackney Homes' buildings.
Agree an estate inspection policy, program and procedure in consultation with leaseholders
Estate inspections are currently taking place which involve residents. We will ensure that these are re-advertised and that the outcomes are reported on the website and in newsletters.
Training of Housing Contact Centre staff to respond to repairs reported by leaseholders
There is an ongoing Leasehold Management Training programme for all front-line staff, including the Housing Contact Centre, to ensure staff effectively deal with communal repairs reported by leaseholders.
Include more information about buildings insurance
We have placed a buildings insurance FAQ document on the Hackney Homes website and a hard copy can be provided by calling our Customer Services Team on 0208 356 2100.
Develop a performance management framework for leasehold-specific issues
Leasehold and Right to Buy Services has a performance management structure in place. This covers invoicing and collection targets, arrears targets, complaints monitoring, telephone and correspondence monitoring and staff appraisals. This information is published on the website within the Hackney Homes monthly performance report.
We are working closely with the Housing Contact Centre to reduce the number of miscodings (errors) that affect service charges and we hope to reduce the variances between estimates and actuals by using budget information when preparing our estimates. Our performance is also managed against the new service standards that have been developed with resident involvement.
Develop and include an addendum to the formal S20 consultation notices to ensure that they are more relevant to leaseholders and consult with a group of leaseholders
We currently issue a Frequently-Asked Questions document with Section 20 notices. This was introduced after consultation with leaseholders and the feedback has been positive.
Review the Leaseholder and Freeholder Forum arrangements and set up project/focus groups to consider what works well and what does not
The Head of Leasehold and Right to Buy Services meets the Borough-wide Leaseholder and Freeholder Forum on a bi-monthly basis. The Forum committee members meet on a monthly basis and they have four public meetings a year which are advertised on the Hackney Homes website and in their regular newsletter issued to all leaseholders and freeholders.
Establish how each of the services' costs are calculated. Be clear on how the costs are arrived at to enable officers to be confident in answering queries raised
The costs of services provided are established and an explanation of how costs are calculated is included in the Leaseholders' and Freeholders' Handbook and the Estimated and Actual Service Charge booklets that are sent with statements.