Last year over 860 leaseholders responded to our customer survey and told us how they feel about service charge account information.
For the first time we sent half our surveys by post and the other half by email, using SurveyMonkey.
The combination of postal and email surveys increased participation to 140 from 60 in 2016.
Leaseholders were asked if they felt information was clear and easy to understand and if they would like to talk to someone about the service they receive.
The results show 66% of leaseholders were satisfied with information received and 34 customers asked to talk to someone about the service.
Leaseholders felt that there were some things we could do better.
- Reducing the amount of paperwork sent to leaseholder by enabling access to information online.
- Amending wording on the Repairs and Maintenance statement to clarify costs.
The survey results have been reviewed by the Leasehold Service Improvement Group (SIG), and service improvement recommendations have been included in their workplan for the coming year.