Summary of findings

Overall satisfaction
42% of respondents were satisfied with the overall service provided by A2 Housing Group, with satisfaction higher among shared owners (49%) than leaseholders (37%). Shared owners were also more likely to recommend A2 as a landlord than leaseholders (55% cf. 23%).

Property
48% described the general condition of their property that A2 has responsibility for as good (52% shared owners and 46% leasehold), and a quarter were dissatisfied (26%). Turning to value for money, only a quarter of shared owners and leaseholders felt that the management service charge represented good value for money (25%). However, 62% of shared owners were satisfied that shared ownership represented an affordable way of purchasing a property.

Area
63% were satisfied with their neighbourhood as a place to live (69% shared owner and 58% leaseholder). The most common problems out of a list of eleven were "Litter and rubbish in the street" (70%) and "Vandalism" (63%).

Reporting of problems
Nearly half of respondents who had experienced any of the eleven problems highlighted did not report them (49%) and of those that had almost half were dissatisfied with the response they received (49%).

Contacting the landlord
61% of respondents had contacted A2 Housing Group in the last 12 months. The most common method of contacting A2 was by telephone (77%), and telephone was also the most preferred method of contact (69%). Views were mixed on ease of getting hold of the right person when they last contacted A2 Housing Group, with 40% stating it was "Easy" and 41% stating it was "Difficult". 46% of respondents were dissatisfied with the final outcome of their query.

Repairs
Only 30% of respondents were satisfied with the way A2 Housing Group deals with repairs and maintenance to communal areas. Fairly high levels of dissatisfaction were given for "Being told when workers would call" and "Time taken before work started" (both rated "Very poor" or "Fairly poor" by 39%).

Maintenance
40% of residents were satisfied with the caretaking and cleaning of communal areas, 41% were satisfied with the gardening and grounds maintenance of communal areas and 36% of those that had major works carried out in the last 24 months were satisfied with the way A2 dealt with the repair. Dissatisfaction was apparent on all three areas however (32%, 34% and 38% respectively), especially in relation to being informed of the scheduling of work and perceived value for money.

Communication
59% of respondents felt that A2 Housing Group was good at keeping them informed about things that might affect them as property owners and 48% felt that A2 took account of residents' views when making decisions (30% had no opinion). When asked about opportunities for participation in management and decision-making, only 23% were satisfied, however 25% had no opinion and 33% gave a neutral response.

Management of property
16% of respondents were interested in taking over the management of their building with their neighbours, 47% were not interested. Turning to leaseholders' attitudes towards letting, 82% would not be interested in letting their property and of those that would interest was higher towards private sectors tenants (11% compared to 2% any tenants).