Leasehold Network Llandrindod Wells 19th May 2014

Report on MHA’s First Leasehold Conference2nd April 2014 at MHA Headquarters, Mamhilad

The Road to Our First Leasehold Conference Following transfer in January 2008 and the creation of the

post of Leasehold & Right to Buy Officer, it was clear that MHA had inherited an almost non-existent relationship with leaseholders – one that seemed to be primarily based on issuing service charges invoices and hoping for paymentIt was decided to work towards forging a closer relationship between officers and leaseholders to reflect the mission statement of the new housing association (“To provide high quality homes and services that put people first”).

The Road to Our First Leasehold Conference .

Initially it was decided to hold twice yearly forums which would be held a different centres in various towns in Monmouthshire so that leaseholders would get an opportunity both to obtain information and voice their concerns.These forums were held in the evenings at about 7 pm as it was believed that many leaseholders would be working and would prefer an evening slot. One would be held in Spring and one in the Autumn.

The Road to Our First Leasehold Conference

The inaugural forum (held in the senior citizens centre on a winter’s evening in Chepstow) was one in which leaseholders were introduced to the new housing association, its nature and composition, and made familiar with such aspects as funding and the Welsh Housing Quality Standard .Then, as now, leaseholders expressed certain grievances and note was taken of these and individually fed back to officers following the forum.

The Road to Our First Leasehold ConferenceFollowing that first forum the signs of the forging of a positive relationship between Housing Association and leaseholders began to emerge. During coffee & biscuits leaseholders chatted to officers(effectively mini-surgeries really).

The Road to Our First Leasehold ConferenceAfter holding 2 forums a year between 2009 and 2013, with ever decreasing numbers of leaseholder attendance, it was felt that money could be saved if, instead of hiring a hall in the evening , a single annual conference could be held at Headquarters with a full buffet, guest speakers and stalls.

Leaseholder Conference 2014(but it rained!)

Leaseholder Conference Agenda

• 09:30 Registration, Refreshments & Exhibition Viewing

• 10.00 Welcome & Introduction to the Conference David Morris, Director of Housing

• 10:15 Leasehold Advisory Service Liz Gibbons, Welsh Representative of Lease• 10:45 Planned Maintenance Programme

2014-15

Andrew Knill, Asset Manager• 11:00 Capsel Home Essentials Liz Jones, Commercial Manager

• 11:15 Buildings Insurance Steve Aldham from Thistle Insurance Services • 11:30 Money Wise Services Sarah Jones, Income & Energy Advisor, 11:40 Leaseholder Survey Results 2013 Michele Morgan, Partnerships & Projects Manager

• 11:50 MHA Share Membership Louise Davies, Corporate Services Officer• 11:55 Questions from the Audience Hugh Thomas, Leasehold & Home Ownership

Officer• 12:15 Conference Close David Morris, Director of Housing &

Communities, MHA• Refreshments & Lunch

Liz Gibbons gave a presentation to leaseholders about LEASE, its role in giving free advice to landlords and leaseholders alike, as well as the contractual implications of a lease, lease extensions etc. Liz also took a number of questions from the audience.

Andrew Knill, our Asset Manager, gave an outline of our planned maintenance schedules and, because we had asked our leaseholders for RSVP replies, Andrew was

able to tailor his talk so as to highlight the areas where the leaseholders had flats. He also explained the

various aspects of section 20 procedure.Andrew has been a regular contributor to our previous

forums, an anchorman in many ways and always has plenty of questions to answer from the floor. He is

always in great demand at the end.

Andrew Knill, Asset Manager

Liz Jones, Capsel

• Liz Jones introduced our leaseholder audience to a trading subsidiary of MHA, Capsel

• Capsel have all the necessary accreditations and experience to service, repair and install all types of heating systems such as gas & electric fires, wood burners, oil & solid fuel heating systems etc. They also offer various forms of service packages from £6.50 per month for boiler service to whole packages for the complete installation of a heating service.

Steve Aldham of Thistle Insurance

Steve Aldham gave an overview of aspects relating to building insurance covering our blocks of flats, whilst not giving too much away about any increases in premiums due to the recent storms!

Sarah & Matthew, our Income and energy advisors cover the North and South areas of our area,

mainly advising tenants on the various ways they can economise in the current climate, and how to

deal with debt.

Sarah explained to leaseholders about Moneywise, which is a

service offered by MHA to help tenants and leaseholders with

money matters.

Moneywise• can also help with:• finding the best gas and electricity deals• oil and solid fuel comparison

Leaseholder Survey Results 2013 Michele Morgan, Partnerships & Projects

Manager

Survey Results 2013/2014The annual Leaseholder Survey is

undertaken in an attempt to gain as much insight as possible on the opinions and views of leaseholders. By gathering this information, MHA hope to identify areas that are a cause of concern for leaseholders and listen to their views on how services could be improved.

Survey 2013/2014

It was explained to leaseholders that out of the 270 questionnaires sent out 61 were returned - a response rate of 22.59%, compared to last year’s 19.8%. Despite this slight improvement, which was achieved as a result of follow up telephone calls and e-mails, this level of response is still disappointing. Again it is difficult to paint a true picture of leaseholders’ views and opinions with such a small sample

• Attendance figures for the forums had not improved, so in this year’s survey, leaseholders were asked if they would consider attending an annual Leaseholder conference instead.

• 57 leaseholders responded to the question with 17 saying that they would attend, 11 saying that they would not, and 29 who would possibly attend.

•

As it turned out, attendance figures for this first annual conference (where, in addition to the presence of additional guest speakers, a good buffet was also on offer) came to 18.

Of the RSVPs returned 22 had said Yes,

It was raining that morning

Louise DaviesBecoming a shareholder

MHA Share Membership

MHA actively encourages tenants and leaseholders to become a shareholding member. In this way leaseholders have a way of getting involved in moulding key decisions that will direct the business and services provided

Q & As

Q & A sI opened this session by trying some sample

questions such as why such personal questions were asked in the survey questionnaire, what

the maintenance charge really is etc.

• There were only a few questions and these mainly related to some leaseholders wanting garages and whether they would be demolished or not.

• Most leaseholders spoke to individual officers at the end of the conference about their concerns (again – mini surgeries – officers were in attendance as long as they were needed)

Listening to Leaseholders

Listening to Leaseholders

Feedback from Conference• Feedback forms were provided and provided

very positive feedback. The speakers were highly praised and leaseholders found the topics interesting. One attendee noted that there was much more interaction with provision of food at the close.

• And for many leaseholders it was an opportunity to put a face to a name.

Where Next? Despite the relatively low attendance, it is

proposed to hold another conference in 2015 at the same venue. This is because there has generally been a favourable reaction to the first conferenceand it is felt some progress has been made since that first winter’s night in 2008.