Right to buy questionnaire
Contact officer: Ian Burgess, Home Ownership unit manager
Tel: 0151 225 2806
Email: Ian.Burgess@liverpool.gov.uk
Start date: 11 February 2008
End date: 11 March 2008
Purpose of the exercise:
This consultation exercise will:
- establish the quality of service provision
- establish customer satisfaction levels
- gain feedback on and ascertain the suitability of the information provided to prospective purchasers
- ascertain what additional information requirements customers may have
- identify the reasons why some customers fails to complete the process of buying their own home.
View information on right to buy
Who was consulted and how:
Tenants who:
- are currently proceeding with a right to buy application
- have withdrawn from or been denied a right to buy application
- have completed their purchase in the current financial year
were consulted via a postal survey.
Who were results of the exercise reported to:
The results were reported to the Resources and Corporate select committee
What were the findings of the exercise:
982 questionnaire forms were issued with 97 (approximately 10%) being returned. The following is a summary of the findings from the returned questionnaires:
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47% of customers became aware of right to buy (RTB) and/or right to acquire (RTA) via landlord/government booklets and websites
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58% of contact with the Home Ownership team was via telephone
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93% were satisfied the Home Ownership team responds quickly to application pack requests
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86% believed that the pack gave them a better understanding of the sales process and what to expect
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88% thought the pack was easy to understand
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93% thought the application easy to complete
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91% were satisfied with the information/advice from our staff in the initial stages of purchase
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79% were satisfied with the information/advice from our staff in the final stages of purchase
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73% said that they were kept fully informed about how their application had progressed
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82% rated our overall performance as good or better
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35% of those who withdrew from an RTB/RTA purchase gave price as the reason for withdrawing
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53% who were denied an RTB/RTA purchase wanted further explanation of the reasons why their applications had been denied
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36% stated that problems experienced in the process of buying related to difficulties obtaining a mortgage
What are the changes to the service brought about as a result of the consultation:
The information obtained from this consultation will be used to:
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review the information in the application pack
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review the frequency of progress reports to applicants
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consider why the approval rating drops between the earlier and final stages of the process (could be valuation/legal issues or a need for greater information)
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review the speed of the process or providing applicants with a clearer outline of RTB/RTA timeframes
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provide more explanations of the reasons for the denial of a RTB purchase that will accompany the statutory denial notice