Mortgage questionnaire
Contact officer: Ian Burgess, Home Ownership unit manager
Tel: 0151 225 2806
Email: Ian.Burgess@liverpool.gov.uk
Start date: 1 March 2008
End date: 30 April 2008
Purpose of the exercise:
This consultation exercise:
- established the quality of the service provided.
- determined the demand for additional payment methods.
- ascertained what other services or information customers may require.
Who was consulted and how:
The council's mortgage customers were consulted via a postal survey.
Who were the results of the exercise be reported to:
The results of the exercise were reported to the Resources and Corporate select committee.
What were the findings of the exercise:
258 survey were issued and 15 were returned (approximately 6%). The results are as follows:
Personal visits:
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34% of customers visit the office because they prefer to speak to a member of staff in person.
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100% said:
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it was very easy to contact the right person.
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the building was either very or fairly easy to access.
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their enquiry was dealt with efficiently.
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the person they dealt with was very friendly.
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that they thought the overall service provided by the Home Ownership unit was satisfactory.
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34% were seen with five minutes, and the remainder between 5 and 10 minutes, of their arrival.
Telephone calls.
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80% telephone about their mortgage less than twice a year and said there calls were answered almost immediately.
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100 % said:
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it was very easy to contact the right person.
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their enquiry was dealt with very efficiently or efficiently.
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the person dealing with their enquiry was very friendly or friendly.
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Written information:
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100% said they:
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had been sent something requiring a written reply less than twice a year.
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had received a reply within 10 working days.
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found letters and statements from the Home Ownership unit to be very easy to understand.
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Some of the comments made included:
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"When I visit the Municipal Offices to pay my mortgage, your reception and officers have been very friendly."
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The service is very good. I go to the one stop shop to pay my mortgage and the staff are all very nice."
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"I find it annoying that I have to dig our proof of insurance every year."
What are the changes to the service brought about as a result of the consultation:
One area that we have reviewed as a result of the feedback received during the consultation is in relation to mortgage insurance conditions. We now have relaxed these in order to improve customer choice.
Applicable fees have also been set at the lower end of the scale in accordance with advice issued by the Financial Services Authority.