Report 2023-112 Recommendation 3 Responses

Report 2023-112: Mobilehome Residency Law Protection Program: The California Department of Housing and Community Development Must Improve Its Oversight of the Program (Release Date: December 2023)

Recommendation #3 To: Housing and Community Development, Department of

To ensure that LSPs are providing complainants with timely and effective services, HCD should, by March 2024, begin regular surveys of complainants whom it has referred to LSPs to determine whether the LSPs are in regular communication with the complainants and whether complainants have any concerns about the LSPs' services.

6-Month Agency Response

HCD has developed a customer satisfaction survey for complainants referred to LSPs for service. The survey will be conducted via Microsoft Forms, either electronically or in printed form via postal mail. HCD will send the survey, in the complainant's preferred language, to complainants as part of the closing process for complaints referred to LSPs. HCD will also conduct a monthly review of open complaints that have been referred to LSPs and will send the survey to complainants whose complaints have been inactive in CASAS for more than 30 days. The survey process was deployed in May 2024.

California State Auditor's Assessment of 6-Month Status: Fully Implemented

60-Day Agency Response

Program is developing a customer satisfaction survey for complainants that were referred to LSPs for service. The survey will be available in physical and electronic formats. Program will send the survey to complainants as part of the closing process for complaints that were referred to LSPs. Program will also conduct a monthly review of open complaints that have been referred to LSPs and will send the survey to complainants whose complaints have been inactive in CASAS for more than 30 days. Program estimates the CSA recommendation will be implemented by March 2024.

California State Auditor's Assessment of 60-Day Status: Pending

We look forward to reviewing HCD's progress toward implementing our recommendation.

All Recommendations in 2023-112

Agency responses received are posted verbatim.