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Facts and figures


ANNUAL PROPERTY ADVICE SERVICE CLIENT
SURVEY RESULTS IN SUMMARY

May 2017ā€“ May 2018

The EPF Property Advice Service Client feedback survey was sent to 199 non-profit organisationā€™s whom we assisted during this twelve-month assessment period. We have received responses from 60 organisations in total. The data included in this report was extracted from these responses only.

Our experience shows that each of our clients are working with around 1500 beneficiaries each, meaning we indirectly benefited around 300.000 vulnerable people through more effectively managed premises. 

Summary

  • 80% of our respondents are very satisfied/ satisfied with the support they receive from our Property Advisor
  • 27% of our respondents rated as Critical or Serious the risk their property issues were to their organisation's operation and/or long-term viability 
  • 31% of our respondents said avoiding closure was a key benefit to their organisation because of the advice received from EPF
  • Before contacting EPF, fewer than 10% of respondents rated their level of knowledge and understanding of property issues as high or very high. Following our assistance this went to over 75%

1 - Why Our Clients Needed Advice.


28% of our respondents contact the Foundation due to having issues with their lease. 20% of our respondents needed a property strategy. These two issues are our most discussed queries on a daily basis and highlight the need for property education.


2 -  Whom Do Our Clients Support?

The top 5 groups of beneficiaries
  • Wider Community
  • Youth
  • Families
  • Disadvantaged
  • Elderly

3 ā€“ Client Satisfaction 



80% of our respondents are very satisfied/ satisfied with the support they receive from our Property Advisors. Good feedback but room for improvement. Those who were not satisfied, felt our advice was either given too late in their property cycle or would incur too much cost.



86% of our respondents have expressed that they are satisfied/ very satisfied with the support received from our Property Professionals with none noting any dissatisfaction. This confirms the useful work that the Foundation is doing and its contribution to the sector.


4 - Property Risk



27% of our respondents rated that their property issues as serious or critical risks to their organisation's operation and/or long-term viability. While another 48% put this risk as significant, although this is not rated as critical or serious there is still a problem that needs to be addressed promptly.


5 - Knowledge and understanding of property issues



Our work shows direct benefits in providing increased knowledge and understanding of property issues. The above chart demonstrates the dramatic change where only less than 10% of respondents gave a score of 4 or 5 before they contacted EPF, following our assistance this went to almost 60%.


6 - Confidence in dealing with the property issues



Similarly, to the result shown in Question 13, there is a direct benefit in the level of confidence respondents have when dealing with property issues. This chart demonstrates change where only less than 10% of respondents gave a score of 4 or 5 before they contacted EPF, following our assistance this went to 60% saying they had a high or very high level of confidence in dealing with the property issues faced.


7 -  Benefits of contacting EPF



The majority of organisations that need our assistance contact us at a crucial time in their organisations life-span and this is often when they are facing closure. This was the issue with 32% of our respondents and it is a reoccurring problem we find with the day to day contact with other organisations.