Bolt Burdon Kemp 2015 Leaseholder Survey Results

Bolt Burdon Kemp Professional negligence solicitors

Leaseholder survey results

CONTENTS: 1. Introduction and useful links 2 2. Standard responses 3 3. Responses by gender 11 4. Responses by age 17 5. Responses by region 25 6. Responses by city 40 7. Leaseholder responses 65 8. Free text responses to question 20 73 9. Free text responses to question 21 75 10. Free text responses to question 23 76

Date of research: 26/06/2015 – 10/07/2015 Number of respondents: 2,000 Demographics: Homeowners in England and

Wales Research organisation: OnePoll

Bolt Burdon Kemp, professional negligence solicitors

www.boltburdonkemp.co.uk 2

1. Introduction and useful links Bolt Burdon Kemp’s professional negligence team is committed to raising awareness about the types of negligence that have a negative impact on a person’s finances. One of these is lease negligence.

To help bring attention to negligence around leasehold properties and conveyancing, a national leaseholder survey has been conducted. Some 2,000 homeowners were surveyed across England and Wales to gather insight into the kind of issues that affect property owners in regards to leasehold properties, what advice they have been given by their solicitors and whether negligence has resulted in financial expense.

The full data is published below, which any person, publication or organisation is welcome to use (referencing www.boltburdonkemp.co.uk as the source) to help spread awareness of the extent to which negligence impacts leaseholders, as well as the common misconceptions and pitfalls around leases.

Useful links

The following Bolt Burdon Kemp webpages may be of further use:

• Lease negligence claims

• Problems with buying leasehold property

• Leasehold vs freehold on a property

• Leasehold property terms explained

• How much will your lease extension cost?

For more information on this survey please email: [email protected]

http://www.boltburdonkemp.co.uk/

http://www.boltburdonkemp.co.uk/professional-negligence/lease-negligence-claims/

http://www.boltburdonkemp.co.uk/professional-negligence/lease-negligence-claims/problems-with-buying-leasehold-property/

http://www.boltburdonkemp.co.uk/professional-negligence/lease-negligence-claims/leasehold-vs-freehold-on-a-property/

http://www.boltburdonkemp.co.uk/professional-negligence/lease-negligence-claims/leasehold-property-terms-explained/

http://www.boltburdonkemp.co.uk/professional-negligence/lease-negligence-claims/how-much-will-your-lease-extension-cost/

mailto:[email protected]



2. Standard responses 1) Do you know the difference between a freehold and a leasehold property?

Choice %

Yes 84.50% 1,690

No 15.50% 310

2) Do / did you know the length of your lease?

Choice %

Yes 63.60% 477

No 36.40% 273

3) How long was / is the lease for (in years)?

Years %

0-10 4.19% 20

11 - -60 6.29% 30

41-80 11.53% 55

81-100 45.70% 218

101-150 14.68% 70

151+ 17.61% 84

Average 95.16

4) Do you know that a legal rule means that a lease will become progressively less valuable once it drops below 80 years in length - but that above 80 years, its value is protected?

Choice %

Yes, I knew that 45.20% 339

No, I didn't know that 54.80% 411



5) Was your lease more than 80 years when you bought it?

Choice %

Yes 50.53% 379

No 20.53% 154

Not sure / can't remember 28.93% 217

6) On buying your property, did your conveyancing solicitor advise you...?

Advice Choice %

About the significance of this 80 years rule

Yes 29.55% 112

No 38.52% 146

Can`t remember

31.93% 121

To take legal advice in good time, before the length of the lease dropped below 80 years

Yes 25.33% 96

No 41.69% 158

Can`t remember

32.98% 125

7) Did your conveyancing solicitor advise you...?

Advice Choice %

That the lease would continue to fall in value, and should be extended as soon as possible

Yes 24.68% 38

No 35.71% 55

Can`t remember

39.61% 61

That you should ensure the right to extend your lease was assigned / transferred to you by the seller

Yes 22.08% 34

No 35.71% 55

Can`t remember

42.21% 65



8) Did you know any of the following?

Statement Choice %

That it will be difficult to obtain a mortgage once the lease gets to around 60 years

Yes 41.07% 308

No 39.20% 294

Can`t remember

19.73% 148

You usually have the right to extend the length of the lease once you've owned it for two years

Yes 34.13% 256

No 43.60% 327

Can`t remember

22.27% 167

9) Did your conveyancing solicitor advise you of the following...?

Advice Choice %

That you had the right to extend the lease, and under what circumstances

Yes 23.33% 175

No 36.93% 277

Can`t remember

39.73% 298

That you had the right to buy the freehold and under what circumstances

Yes 24.13% 181

No 37.60% 282

Can`t remember

38.27% 287

10) What do you think the cost could be for extending your lease? (Or would have been at the time you owned a lease) (in £s)

£s %

0-500 23.60% 177

501-1,000 18.40% 138

1,001-2,000 27.73% 208

2,001-5,000 12.80% 96

5,001-10,000 9.87% 74

10,001+ 7.60% 57

Average £2,561.42



11) Did / has the ground rent on your property increase(d) by more than you expected it to?

Choice %

Yes 10.00% 75

No 61.07% 458

Can't remember 28.93% 217

12) Were you fully advised by your solicitor about the amount of the ground rent and any future increases?

Choice %

Yes 33.47% 251

No 27.87% 209


13) Did / Have you receive(d) a bill for major works on the common parts of the building or the exterior?

Choice %

Yes 16.67% 125

No 65.47% 491


14) When you bought your property, did your conveyancing solicitor advise you about any upcoming major works on the exterior of the building?

Choice %

Yes 18.40% 138

No 50.80% 381

N/A / can't remember 30.80% 231

15) Have you ever had to spend an unexpected and significant amount of money to extend your lease?

Choice %

Yes 9.20% 69

No 90.80% 681



16) If yes, would you say this was down to solicitor negligence, i.e. they didn't warn you of the costs you may be submitted to?

Choice %

Yes, definitely 46.38% 32

I think so 37.68% 26

No 15.94% 11

17) What was unexpected cost you've had to pay in total down to hidden details surrounding your lease? Give your answer in £s.

£s %

0-500 11.59% 8

501-1,000 8.70% 6

1,001-1,500 20.29% 14

1,501-2,000 23.19% 16

2,001-3,000 17.39% 12

3,001-5,000 10.14% 7

5,001-7,000 4.35% 3

7,001-10,000 1.45% 1

10,001+ 2.90% 2

Average £2,268.57



18) How did having to pay this extra money affect your life afterwards?

Statement %

We couldn't go on a holiday we'd planned 23.19% 16

We really struggled - had to skimp on spending for a long time

26.09% 18

Had to borrow money from family / friends 26.09% 18

Had to get a loan 15.94% 11

Became involved in a legal battle 13.04% 9

Affected our quality of life / mental wellbeing 14.49% 10

Me / my partner got anxiety / depression 7.25% 5

Had to completely re-plan the next few years 7.25% 5

Other 8.70% 6

None - it did not affect me 8.70% 6

19) Do you have any horror stories as a leaseholder, caused by unexpected costs, solicitors not keeping you informed or having to do extra work on your property?

Choice %

Yes 11.33% 85

No 88.67% 665

20) If so, please tell us your horror story as a leaseholder in as much detail as possible, including how much you may have had to pay and the effects that it may have had on your life. (Please note all free text answers are monitored)

See section 7 for leaseholder responses and section 8 for free text responses.

21) If a solicitor neglects to inform you of something which later affects your life badly / incurs costs, what are you most likely to do?

Statement %

Accept that bad things happen, pay the costs incurred and move on

9.85% 197

Feel like it was probably my fault for missing the details

13.35% 267

Complain about them on social media and to people I know, but that's all

5.25% 105

Do everything I can to get my money back and make sure the solicitor firm pays

69.50% 1,390

Other (See section 9) 2.05% 41



22) Which of the following are you guilty of?

Statement %

Skim-reading contracts when having to sign quickly

38.50% 770

Skim-reading contracts even when I have time to read them

21.10% 422

Missing / ignoring small print 27.90% 558

Assuming everything will be fine when signing important documents

22.80% 456

Signing even when I don't understand certain clauses

16.30% 326

Being too embarrassed to ask someone to explain a contract / certain clauses

10.65% 213

Reluctantly paying money I didn't expect to pay because I don't want the hassle of conflict

11.90% 238

Ticking that “I agree” with terms and conditions without reading them

37.25% 745

Leaving paperwork to my other half 9.25% 185

Not checking my bank statements 7.05% 141

Not checking my outgoings / direct debits are correct

5.55% 111

Accepting the fact that I've been conned / fooled out of money and just moving on from it rather than getting compensation

5.40%

108

Regularly having to pay unexpected money because I've not read the details

1.35% 27

Regularly having to pay unexpected money because I wasn't informed of the details at the time I agreed to something

1.05%

21

Trusting that everything has been told to me upfront

17.25% 345

None of the above 22.55% 451



23) In what kind of scenarios do you most commonly feel duped out of money which you end up paying anyway?

Choice %

Extra costs to my phone bill 22.55% 451

Extra costs when signing up to a gym 4.10% 82

Getting work done on the house / home improvements

18.15% 363

Parking tickets 14.70% 294

Solicitor fees 14.80% 296

Bank fines (such as when you cut into your overdraft limit)

14.95% 299

When buying property / estate agent fees 12.85% 257

When renting a property 3.80% 76

MOT costs / car repairs 24.15% 483

Buying a car 8.20% 164

Credit card charges 13.10% 262

Booking fees 32.85% 657

None of the above 24.95% 499

Other (See section 10) 0.70% 14



3. Responses by gender Gender breakdown summary

Gender % Responses

Female 55.45% 1,109 Male 44.55% 891

1) Do you know the difference between a freehold and a leasehold property?

Choice Female Male

Yes 86.29% 82.27% 957 733

No 13.71% 17.73% 152 158


Choice Female Male

Yes 64.86% 275 61.96% 202

No 35.14% 149 38.04% 124


Years Female Male

0 -10 4% 11 4.46% 9

11 - 60 5.09% 14 7.92% 16

41 - 80 10.91% 30 12.38% 25

81 -100 48% 132 42.57% 86

101 - 150 17.09% 47 11.39% 23

151+ 14.91% 41 21.29% 43 Average 95.5 years 94.69 years


Choice Female Male

Yes, I knew that 46.70% 198 43.25% 141

No, I didn't know that 53.30% 226 56.75% 185




Choice Female Male

Yes 54.01% 229 46.01% 150

No 18.63% 79 23.01% 75

Not sure / can't remember 27.36% 116 30.98% 101


Advice Choice Female Male


Yes 28.82% 66 30.67% 46

No 34.93% 80 44% 66 Can`t remember 36.24% 83 25.33% 38


Yes 26.20% 60 24% 36

No 38.86% 89 46% 69 Can`t remember 34.93% 80 30% 45




Yes 21.52% 17 28% 21

No 36.71% 29 34.67% 26 Can`t remember 41.77% 33 37.33% 28


Yes 16.46% 13 28% 21

No 39.24% 31 32% 24 Can`t remember 44.30% 35 40% 30


Statement Choice Female Male


Yes 42.69% 181 38.96% 127

No 37.26% 158 41.72% 136 Can`t remember 20.05% 85 19.33% 63


Yes 35.85% 152 31.90% 104

No 41.98% 178 45.71% 149 Can`t remember 22.17% 94 22.39% 73






Yes 21.70% 92 25.46% 83

No 35.38% 150 38.96% 127 Can`t remember 42.92% 182 35.58% 116


Yes 22.41% 95 26.38% 86

No 36.32% 154 39.26% 128 Can`t remember 41.27% 175 34.36% 112


£s Female Male

0-500 23.35% 99 23.93% 78

501-1,000 14.86% 63 23.01% 75

1,001-2,000 28.77% 122 26.38% 86

2,001-5,000 12.97% 55 12.58% 41

5,001-10,000 10.61% 45 8.90% 29

10,001+ 9.43% 40 5.21% 17 Average £2,795.24 £2,257.31


Choice Female Male

Yes 9.43% 40 10.74% 35

No 60.14% 255 62.27% 203

Can't remember 30.42% 129 26.99% 88


Choice Female Male

Yes 31.84% 135 35.58% 116

No 25.24% 107 31.29% 102

Can't remember 42.92% 182 33.13% 108

13) Did / have you receive(d) a bill for major works on the common parts of the building or the exterior?

Choice Female Male

Yes 14.86% 63 19.02% 62

No 67.22% 285 63.19% 206

Can't remember 17.92% 76 17.79% 58




Choice Female Male

Yes 14.86% 63 23.01% 75

No 52.83% 224 48.16% 157

N/A / can't remember 32.31% 137 28.83% 94


Choice Female Male

Yes 7.78% 33 11.04% 36

No 92.22% 391 88.96% 290


Choice Female Male

Yes, definitely 48.48% 16 44.44% 16

I think so 30.30% 10 44.44% 16

No 21.21% 7 11.11% 4

17) What was the total unexpected cost you've had to pay in total down to hidden details surrounding your lease? Give your answer in £s.

£s Female Male

0-500 18.18% 6 5.56% 2

501-1,000 9.09% 3 8.33% 3

1,001-1,500 21.21% 7 19.44% 7

1,501-2,000 24.24% 8 22.22% 8

2,001-3,000 15.15% 5 19.44% 7

3,001-5,000 6.06% 2 13.89% 5

5,001-7,000 6.06% 2 2.78% 1

7,001-10,000 0% 0 2.78% 1

10,001+ 0% 0 5.56% 2 Average £1,788.29 £2,708.83




Statement Female Male

We couldn't go on a holiday we'd planned 15.15% 5 30.56% 11

We really struggled - had to skimp on spending for a long time 39.39% 13 13.89% 5

Had to borrow money from family / friends 21.21% 7 30.56% 11

Had to get a loan 12.12% 4 19.44% 7

Became involved in a legal battle 12.12% 4 13.89% 5 Affected our quality of life / mental wellbeing 18.18% 6 11.11% 4

Me/my partner got anxiety / depression 3.03% 1 11.11% 4 Had to completely re-plan the next few years 9.09% 3 5.56% 2

Other 12.12% 4 5.56% 2

None - it did not affect me 12.12% 4 5.56% 2


Choice Female Male

Yes 9.43% 40 13.80% 45

No 90.57% 384 86.20% 281




Choice Female Male

Accept that bad things happen, pay the costs incurred and move on 9.56% 106 10.21% 91

Feel like it was probably my fault for missing the details 13.17% 146 13.58% 121

Complain about them on social media and to people I know, but that's all 3.70% 41 7.18% 64


70.96% 787 67.68% 603

Other (See section 9) 2.61% 29 1.35% 12




Statement Female Male

Skim-reading contracts when having to sign quickly 41.39% 459 34.90% 311

Skim-reading contracts even when I have time to read them 20.20% 224 22.22% 198

Missing / ignoring small print 29.49% 327 25.93% 231 Assuming everything will be fine when signing important documents 24.08% 267 21.21% 189

Signing even when I don't understand certain clauses 16.32% 181 16.27% 145


12.35% 137 8.53% 76


13.35% 148 10.10% 90

Ticking that “I agree” with terms and conditions without reading them 41.84% 464 31.54% 281

Leaving paperwork to my other half 11.27% 125 6.73% 60

Not checking my bank statements 7.66% 85 6.29% 56 Not checking my outgoings / direct debits are correct 6.13% 68 4.83% 43


6.49% 72 4.04% 36


1.53% 17 1.12% 10


0.81% 9 1.35% 12

Trusting that everything has been told to me upfront 19.93% 221 13.92% 124

None of the above 21.01% 233 24.47% 218


Choice Female Male

Extra costs to my phone bill 23.44% 260 21.44% 191

Extra costs when signing up to a gym 3.88% 43 4.38% 39 Getting work done on the house / home improvements 20.38% 226 15.38% 137

Parking tickets 11.90% 132 18.18% 162

Solicitor fees 13.44% 149 16.50% 147 Bank fines (such as when you cut into your overdraft limit) 16.68% 185 12.79% 114

When buying property / estate agent fees 13.89% 154 11.56% 103

When renting a property 4.15% 46 3.37% 30

MOT costs / car repairs 26.06% 289 21.77% 194

Buying a car 8.57% 95 7.74% 69

Credit card charges 14.61% 162 11.22% 100

Booking fees 36.88% 409 27.83% 248

None of the above 24.44% 271 25.59% 228

Other (See section 10) 1.08% 12 0.22% 2



4. Responses by age Age breakdown summary

Age range % Responses

18-24 1.40% 28 25-34 16.15% 323 35-44 22.05% 441 45-54 18.40% 368 55+ 42.00% 840


Choice 18-24 25-34 35-44 45-54 55+

Yes 53.57% 70.90% 81.18% 86.14% 91.79% 15 229 358 317 771

No 46.43% 29.10% 18.82% 13.86% 8.21% 13 94 83 51 69


Choice 18-24 25-34 35-44 45-54 55+

Yes 43.75% 56% 62.01% 61.11% 71.65% 7 84 111 88 187

No 56.25% 44% 37.99% 38.89% 28.35% 9 66 68 56 74


Years 18-24 25-34 35-44 45-54 55+

0-10 0% 5.95% 6.31% 1.14% 3.74% 0 5 7 1 7

11 - -60 42.86% 10.71% 2.70% 3.41% 6.42% 3 9 3 3 12

41-80 14.29% 19.05% 16.22% 12.50% 4.81% 1 16 18 11 9

81-100 14.29% 34.52% 37.84% 52.27% 53.48% 1 29 42 46 100

101-150 28.57% 20.24% 16.22% 14.77% 10.70% 2 17 18 13 20

151+ 0% 9.52% 20.72% 15.91% 20.86% 0 8 23 14 39

Average 68.36 85.58 96.7 98.36 98.05




Choice 18-24 25-34 35-44 45-54 55+

Yes, I knew that 56.25% 44.67% 47.49% 41.67% 45.21% 9 67 85 60 118

No, I didn't know that 43.75% 55.33% 52.51% 58.33% 54.79% 7 83 94 84 143


Choice 18-24 25-34 35-44 45-54 55+

Yes 31.25% 46% 46.37% 54.86% 54.79% 5 69 83 79 143

No 25% 20% 24.58% 18.06% 19.16% 4 30 44 26 50

Not sure / can't remember 43.75% 34% 29.05% 27.08% 26.05% 7 51 52 39 68


Advice Choice 18-24 25-34 35-44 45-54 55+


Yes 40% 36.23% 32.53% 29.11% 24.48% 2 25 27 23 35

No 60% 44.93% 30.12% 44.30% 36.36% 3 31 25 35 52

Can`t remember

0% 18.84% 37.35% 26.58% 39.16% 0 13 31 21 56


Yes 60% 24.64% 27.71% 26.58% 22.38% 3 17 23 21 32

No 40% 52.17% 36.14% 44.30% 38.46% 2 36 30 35 55

Can`t remember

0% 23.19% 36.14% 29.11% 39.16% 0 16 30 23 56


Advice Choice 18-24 25-34 35-44 45-54 55+


Yes 75% 40% 27.27% 11.54% 16% 3 12 12 3 8

No 25% 33.33% 31.82% 42.31% 38% 1 10 14 11 19

Can`t remember

0% 26.67% 40.91% 46.15% 46% 0 8 18 12 23


Yes 25% 23.33% 20.45% 19.23% 24% 1 7 9 5 12

No 25% 43.33% 36.36% 34.62% 32% 1 13 16 9 16

Can`t remember

50% 33.33% 43.18% 46.15% 44% 2 10 19 12 22




Statement Choice 18-24 25-34 35-44 45-54 55+


Yes 43.75% 39.33% 39.11% 44.44% 41.38% 7 59 70 64 108

No 18.75% 42.67% 40.22% 34.72% 40.23% 3 64 72 50 105

Can`t remember

37.50% 18% 20.67% 20.83% 18.39% 6 27 37 30 48


Yes 18.75% 24% 36.31% 35.42% 38.70% 3 36 65 51 101

No 43.75% 50% 41.90% 43.06% 41.38% 7 75 75 62 108

Can`t remember

37.50% 26% 21.79% 21.53% 19.92% 6 39 39 31 52


Advice Choice 18-24 25-34 35-44 45-54 55+

That you had the right to extend the lease and under what circumstances

Yes 37.50% 22% 25.70% 27.78% 19.16% 6 33 46 40 50

No 31.25% 42.67% 31.84% 36.11% 37.93% 5 64 57 52 99

Can`t remember

31.25% 35.33% 42.46% 36.11% 42.91% 5 53 76 52 112


Yes 25% 19.33% 24.58% 25.69% 25.67% 4 29 44 37 67

No 37.50% 45.33% 36.31% 36.81% 34.48% 6 68 65 53 90

Can`t remember

37.50% 35.33% 39.11% 37.50% 39.85% 6 53 70 54 104


£s 18-24 25-34 35-44 45-54 55+

0-500 0% 14% 21.23% 26.39% 30.65% 0 21 38 38 80

501-1,000 31.25% 14.67% 16.20% 20.83% 19.92% 5 22 29 30 52

1,001-2,000 56.25% 37.33% 30.73% 20.14% 22.61% 9 56 55 29 59

2,001-5,000 6.25% 12% 14.53% 11.81% 13.03% 1 18 26 17 34

5,001-10,000 6.25% 9.33% 9.50% 13.19% 8.81% 1 14 17 19 23

10,001+ 0% 12.67% 7.82% 7.64% 4.98% 0 19 14 11 13

Average £1,766.13 £3,092.16 £2,638.70 £2,691.38 £2,180.45




Choice 18-24 25-34 35-44 45-54 55+

Yes 37.50% 18% 10.61% 7.64% 4.60% 6 27 19 11 12

No 43.75% 47.33% 60.89% 67.36% 66.67% 7 71 109 97 174

Can't remember 18.75% 34.67% 28.49% 25% 28.74% 3 52 51 36 75


Choice 18-24 25-34 35-44 45-54 55+

Yes 37.50% 28.67% 29.61% 32.64% 39.08% 6 43 53 47 102

No 43.75% 32.67% 32.40% 29.86% 19.92% 7 49 58 43 52

Can't remember 18.75% 38.67% 37.99% 37.50% 41% 3 58 68 54 107


Choice 18-24 25-34 35-44 45-54 55+

Yes 31.25% 15.33% 17.32% 21.53% 13.41% 5 23 31 31 35

No 37.50% 62.67% 62.57% 61.11% 73.18% 6 94 112 88 191

Can't remember 31.25% 22% 20.11% 17.36% 13.41% 5 33 36 25 35


Choice 18-24 25-34 35-44 45-54 55+

Yes 43.75% 24% 18.99% 17.36% 13.79% 7 36 34 25 36

No 37.50% 48% 49.16% 57.64% 50.57% 6 72 88 83 132

N/A / can't remember 18.75% 28% 31.84% 25% 35.63% 3 42 57 36 93


Choice 18-24 25-34 35-44 45-54 55+

Yes 25% 11.33% 14.53% 6.25% 4.98% 4 17 26 9 13

No 75% 88.67% 85.47% 93.75% 95.02% 12 133 153 135 248




Choice 18-24 25-34 35-44 45-54 55+

Yes, definitely 100% 47.06% 46.15% 33.33% 38.46% 4 8 12 3 5

I think so 0% 52.94% 38.46% 33.33% 30.77% 0 9 10 3 4

No 0% 0% 15.38% 33.33% 30.77% 0 0 4 3 4


£s 18-24 25-34 35-44 45-54 55+

0-500 25% 5.88% 7.69% 22.22% 15.38% 1 1 2 2 2

501-1,000 0% 17.65% 3.85% 11.11% 7.69% 0 3 1 1 1

1,001-1,500 25% 35.29% 19.23% 11.11% 7.69% 1 6 5 1 1

1,501-2,000 25% 5.88% 26.92% 22.22% 38.46% 1 1 7 2 5

2,001-3,000 25% 17.65% 23.08% 11.11% 7.69% 1 3 6 1 1

3,001-5,000 0% 0% 15.38% 11.11% 15.38% 0 0 4 1 2

5,001-7,000 0% 17.65% 0% 0% 0% 0 3 0 0 0

7,001-10,000 0% 0% 3.85% 0% 0% 0 0 1 0 0

10,001+ 0% 0% 0% 11.11% 7.69% 0 0 0 1 1

Average £1,437.88 £2,191.65 £2,279.31 £2,500.44 £2,442.77




Statement 18-24 25-34 35-44 45-54 55+

We couldn't go on a holiday we'd planned 25% 29.41% 26.92% 11.11% 15.38% 1 5 7 1 2


50% 29.41% 19.23% 33.33% 23.08% 2 5 5 3 3

Had to borrow money from family / friends 25% 35.29% 38.46% 0% 7.69% 1 6 10 0 1

Had to get a loan 25% 17.65% 11.54% 33.33% 7.69% 1 3 3 3 1

Became involved in a legal battle 0% 29.41% 11.54% 0% 7.69% 0 5 3 0 1

Affected our quality of life / mental wellbeing 25% 17.65% 11.54% 0% 23.08% 1 3 3 0 3

Me / my partner got anxiety / depression 25% 5.88% 11.54% 0% 0% 1 1 3 0 0

Had to completely re-plan the next few years 0% 5.88% 3.85% 0% 23.08% 0 1 1 0 3

Other 25% 0% 3.85% 22.22% 15.38% 1 0 1 2 2

None - it did not affect me 0% 5.88% 3.85% 11.11% 23.08% 0 1 1 1 3


Choice 18-24 25-34 35-44 45-54 55+

Yes 50% 15.33% 15.08% 10.42% 4.60% 8 23 27 15 12

No 50% 84.67% 84.92% 89.58% 95.40% 8 127 152 129 249




Choice 18-24 25-34 35-44 45-54 55+


17.86% 14.86% 10.66% 12.50% 6.07% 5 48 47 46 51

Feel like it was probably my fault for missing the details 25% 20.43% 17.91% 11.68% 8.57% 7 66 79 43 72


17.86% 11.46% 9.98% 2.72% 1.07% 5 37 44 10 9


39.29% 52.01% 60.77% 70.11% 81.55% 11 168 268 258 685

Other (See section 9) 0% 1.24% 0.68% 2.99% 2.74% 0 4 3 11 23




Statement 18-24 25-34 35-44 45-54 55+

Skim-reading contracts when having to sign quickly 39.29% 40.87% 39.68% 41.03% 35.83% 11 132 175 151 301

Skim-reading contracts even when I have time to read it 10.71% 18.89% 21.77% 23.37% 20.95% 3 61 96 86 176

Missing / ignoring small print 17.86% 23.53% 26.98% 26.36% 31.07% 5 76 119 97 261


17.86% 23.53% 24.49% 22.28% 22.02% 5 76 108 82 185

Signing even when I don't understand certain clauses 21.43% 15.79% 17.46% 16.85% 15.48% 6 51 77 62 130


21.43% 14.86% 10.66% 9.51% 9.17% 6 48 47 35 77

Reluctantly paying money I didn't expect to pay, because I don't want the hassle of conflict

14.29% 15.79% 12.02% 14.13% 9.29% 4 51 53 52 78


17.86% 32.20% 34.47% 38.32% 40.83% 5 104 152 141 343

Leaving paperwork to my other half 10.71% 6.81% 10.66% 7.88% 10% 3 22 47 29 84

Not checking my bank statements 7.14% 8.67% 9.75% 7.88% 4.64% 2 28 43 29 39

Not checking my outgoings / direct debits are correct 17.86% 7.43% 7.26% 6.52% 3.10% 5 24 32 24 26


7.14% 3.72% 4.54% 6.52% 5.95%

2 12 20 24 50


3.57% 1.86% 2.04% 1.36% 0.71% 1 6 9 5 6


0% 0.31% 2.27% 0.82% 0.83%

0 1 10 3 7

Trusting that everything has been told to me up front 0% 10.53% 14.29% 16.30% 22.38% 0 34 63 60 188

None of the above 7.14% 19.81% 18.82% 21.74% 26.43% 2 64 83 80 222




Choice 18-24 25-34 35-44 45-54 55+

Extra costs to my phone bill 32.14% 26.93% 20.86% 22.28% 21.55% 9 87 92 82 181

Extra costs when signing up to a gym 28.57% 5.26% 7.03% 2.72% 1.90% 8 17 31 10 16

Getting work done on the house / home improvements 21.43% 18.27% 19.05% 16.58% 18.21% 6 59 84 61 153

Parking tickets 14.29% 15.17% 17.69% 13.32% 13.57% 4 49 78 49 114

Solicitor fees 10.71% 15.17% 13.61% 12.23% 16.55% 3 49 60 45 139


14.29% 21.36% 21.09% 11.68% 10.71% 4 69 93 43 90

When buying property / estate agent fees 14.29% 16.72% 13.83% 9.51% 12.26% 4 54 61 35 103

When renting a property 7.14% 8.67% 4.08% 2.72% 2.14% 2 28 18 10 18

MOT costs / car repairs 25% 22.60% 24.26% 25.82% 23.93% 7 73 107 95 201

Buying a car 3.57% 7.43% 7.71% 6.79% 9.52% 1 24 34 25 80

Credit card charges 14.29% 12.38% 17.23% 13.86% 10.83% 4 40 76 51 91

Booking fees 28.57% 26.63% 31.07% 33.42% 36.07% 8 86 137 123 303

None of the above 7.14% 17.65% 19.95% 26.63% 30.24% 2 57 88 98 254

Other (See section 10) 0% 0% 0.23% 1.09% 1.07% 0 0 1 4 9



5. Responses by region Regions breakdown summary

Region % Responses

East Anglia 5.65% 113 East Midlands 5.80% 116 London 18.70% 374 North East 5.35% 107 North West 12.30% 246 South East 12.50% 250 South West 9.90% 198 Wales 7.25% 145 West Midlands 10.55% 211 Yorkshire and the Humber 12.00% 240


Choice East Anglia East Midlands London North East North West

Yes 79.65% 82.76% 86.10% 87.85% 83.33% 90 96 322 94 205

No 20.35% 17.24% 13.90% 12.15% 16.67% 23 20 52 13 41

Choice South East South West Wales West Midlands

Yorkshire and the Humber

Yes 84.40% 89.39% 80.69% 86.73% 81.25% 211 177 117 183 195

No 15.60% 10.61% 19.31% 13.27% 18.75% 39 21 28 28 45



Yes 42.42% 35.48% 72.37% 77.50% 62.39% 14 11 110 31 68

No 57.58% 64.52% 27.63% 22.50% 37.61% 19 20 42 9 41



Yes 68.89% 66.22% 53.45% 67.53% 56.98% 62 49 31 52 49

No 31.11% 33.78% 46.55% 32.47% 43.02% 28 25 27 25 37




Years East Anglia East Midlands London North East North West

0-10 14.29% 0% 1.82% 0% 7.35% 2 0 2 0 5

11 - -60 7.14% 18.18% 2.73% 9.68% 2.94% 1 2 3 3 2

41-80 7.14% 0% 10.91% 22.58% 11.76% 1 0 12 7 8

81-100 57.14% 72.73% 41.82% 41.94% 36.76% 8 8 46 13 25

101-150 14.29% 0% 23.64% 9.68% 7.35% 2 0 26 3 5

151+ 0% 9.09% 19.09% 16.13% 33.82% 0 1 21 5 23

Average 76.5 84.18 103.72 90.58 101.81

Years South East South West Wales West Midlands


0-10 4.84% 4.08% 3.23% 5.77% 4.08% 3 2 1 3 2

11 - -60 3.23% 10.20% 19.35% 7.69% 4.08% 2 5 6 4 2

41-80 14.52% 6.12% 6.45% 17.31% 8.16% 9 3 2 9 4

81-100 45.16% 34.69% 58.06% 50% 59.18% 28 17 18 26 29

101-150 16.13% 20.41% 3.23% 9.62% 16.33% 10 10 1 5 8

151+ 16.13% 24.49% 9.68% 9.62% 8.16% 10 12 3 5 4

Average 95.31 100.5 80.21 84.56 92.56



Yes, I knew that 36.36% 41.94% 57.24% 45% 32.11% 12 13 87 18 35

No, I didn't know that 63.64% 58.06% 42.76% 55% 67.89% 21 18 65 22 74



Yes, I knew that 58.89% 48.65% 37.93% 44.16% 33.72% 53 36 22 34 29

No, I didn't know that 41.11% 51.35% 62.07% 55.84% 66.28% 37 38 36 43 57





Yes 27.27% 32.26% 68.42% 55% 49.54% 9 10 104 22 54

No 24.24% 25.81% 15.13% 25% 22.94% 8 8 23 10 25

Not sure / can't remember 48.48% 41.94% 16.45% 20% 27.52% 16 13 25 8 30



Yes 55.56% 48.65% 36.21% 42.86% 46.51% 50 36 21 33 40

No 23.33% 18.92% 15.52% 27.27% 17.44% 21 14 9 21 15

Not sure / can't remember 21.11% 32.43% 48.28% 29.87% 36.05% 19 24 28 23 31


Advice Choice East Anglia East Midlands London North East North West


Yes 22.22% 40% 34.62% 45.45% 20.37% 2 4 36 10 11

No 44.44% 30% 30.77% 36.36% 53.70% 4 3 32 8 29

Can`t remember

33.33% 30% 34.62% 18.18% 25.93% 3 3 36 4 14


Yes 22.22% 30% 25.96% 45.45% 18.52% 2 3 27 10 10

No 44.44% 40% 40.38% 31.82% 46.30% 4 4 42 7 25

Can`t remember

33.33% 30% 33.65% 22.73% 35.19% 3 3 35 5 19

Advice Choice South East South West Wales West Midlands



Yes 26% 30.56% 23.81% 30.30% 25% 13 11 5 10 10

No 40% 41.67% 28.57% 39.39% 40% 20 15 6 13 16

Can`t remember

34% 27.78% 47.62% 30.30% 35% 17 10 10 10 14


Yes 22% 30.56% 28.57% 24.24% 20% 11 11 6 8 8

No 42% 44.44% 23.81% 45.45% 47.50% 21 16 5 15 19

Can`t remember

36% 25% 47.62% 30.30% 32.50% 18 9 10 10 13






Yes 0% 37.50% 30.43% 20% 16% 0 3 7 2 4

No 37.50% 37.50% 34.78% 50% 40% 3 3 8 5 10

Can`t remember

62.50% 25% 34.78% 30% 44% 5 2 8 3 11


Yes 12.50% 37.50% 26.09% 10% 16% 1 3 6 1 4

No 37.50% 25% 26.09% 60% 36% 3 2 6 6 9

Can`t remember

50% 37.50% 47.83% 30% 48% 4 3 11 3 12




Yes 28.57% 21.43% 33.33% 38.10% 13.33% 6 3 3 8 2

No 42.86% 28.57% 22.22% 28.57% 33.33% 9 4 2 6 5

Can`t remember

28.57% 50% 44.44% 33.33% 53.33% 6 7 4 7 8


Yes 28.57% 0% 22.22% 33.33% 26.67% 6 0 2 7 4

No 52.38% 42.86% 22.22% 28.57% 26.67% 11 6 2 6 4

Can`t remember

19.05% 57.14% 55.56% 38.10% 46.67% 4 8 5 8 7




Statement Choice East Anglia East Midlands London North East North West


Yes 24.24% 38.71% 53.95% 45% 27.52% 8 12 82 18 30

No 45.45% 29.03% 30.92% 47.50% 52.29% 15 9 47 19 57

Can`t remember

30.30% 32.26% 15.13% 7.50% 20.18% 10 10 23 3 22


Yes 21.21% 38.71% 42.76% 30% 28.44% 7 12 65 12 31

No 42.42% 29.03% 38.82% 50% 50.46% 14 9 59 20 55

Can`t remember

36.36% 32.26% 18.42% 20% 21.10% 12 10 28 8 23

Statement Choice South East South West Wales West Midlands



Yes 54.44% 41.89% 31.03% 48.05% 26.74% 49 31 18 37 23

No 32.22% 37.84% 36.21% 35.06% 48.84% 29 28 21 27 42

Can`t remember

13.33% 20.27% 32.76% 16.88% 24.42% 12 15 19 13 21


Yes 50% 27.03% 20.69% 35.06% 29.07% 45 20 12 27 25

No 33.33% 52.70% 48.28% 41.56% 47.67% 30 39 28 32 41

Can`t remember

16.67% 20.27% 31.03% 23.38% 23.26% 15 15 18 18 20






Yes 18.18% 32.26% 28.29% 35% 11.93% 6 10 43 14 13

No 36.36% 19.35% 34.21% 32.50% 49.54% 12 6 52 13 54

Can`t remember

45.45% 48.39% 37.50% 32.50% 38.53% 15 15 57 13 42


Yes 18.18% 22.58% 22.37% 45% 26.61% 6 7 34 18 29

No 39.39% 35.48% 38.82% 27.50% 37.61% 13 11 59 11 41

Can`t remember

42.42% 41.94% 38.82% 27.50% 35.78% 14 13 59 11 39




Yes 30% 14.86% 22.41% 31.17% 16.28% 27 11 13 24 14

No 38.89% 45.95% 32.76% 27.27% 36.05% 35 34 19 21 31

Can`t remember

31.11% 39.19% 44.83% 41.56% 47.67% 28 29 26 32 41


Yes 15.56% 21.62% 25.86% 27.27% 24.42% 14 16 15 21 21

No 54.44% 39.19% 27.59% 35.06% 30.23% 49 29 16 27 26

Can`t remember

30% 39.19% 46.55% 37.66% 45.35% 27 29 27 29 39




£s East Anglia East Midlands London North East North West

0-500 33.33% 22.58% 10.53% 25% 32.11% 11 7 16 10 35

501-1,000 15.15% 19.35% 15.13% 20% 21.10% 5 6 23 8 23

1,001-2,000 27.27% 32.26% 23.03% 30% 22.02% 9 10 35 12 24

2,001-5,000 15.15% 9.68% 16.45% 15% 13.76% 5 3 25 6 15

5,001-10,000 6.06% 9.68% 19.74% 7.50% 8.26% 2 3 30 3 9

10,001+ 3.03% 6.45% 15.13% 2.50% 2.75% 1 2 23 1 3

Average £1,894.29 £2,395.58 £4,054.80 £2,000.39 £1,945.31

£s South East South West Wales West Midlands


0-500 23.33% 27.03% 31.03% 19.48% 27.91% 21 20 18 15 24

501-1,000 16.67% 9.46% 24.14% 22.08% 23.26% 15 7 14 17 20

1,001-2,000 25.56% 37.84% 22.41% 33.77% 32.56% 23 28 13 26 28

2,001-5,000 10% 12.16% 15.52% 11.69% 6.98% 9 9 9 9 6

5,001-10,000 13.33% 6.76% 3.45% 5.19% 4.65% 12 5 2 4 4

10,001+ 11.11% 6.76% 3.45% 7.79% 4.65% 10 5 2 6 4

Average £3,028.22 £2,314.59 £1,741.74 £2,299.14 £1,791.08



Yes 0% 16.13% 15.79% 15% 3.67% 0 5 24 6 4

No 54.55% 38.71% 60.53% 62.50% 71.56% 18 12 92 25 78

Can't remember 45.45% 45.16% 23.68% 22.50% 24.77% 15 14 36 9 27



Yes 8.89% 5.41% 8.62% 20.78% 3.49% 8 4 5 16 3

No 71.11% 64.86% 51.72% 49.35% 61.63% 64 48 30 38 53

Can't remember 20% 29.73% 39.66% 29.87% 34.88% 18 22 23 23 30





Yes 30.30% 25.81% 40.79% 25% 29.36% 10 8 62 10 32

No 33.33% 32.26% 26.32% 32.50% 29.36% 11 10 40 13 32

Can't remember 36.36% 41.94% 32.89% 42.50% 41.28% 12 13 50 17 45



Yes 40% 24.32% 24.14% 45.45% 30.23% 36 18 14 35 26

No 30% 31.08% 25.86% 15.58% 30.23% 27 23 15 12 26

Can't remember 30% 44.59% 50% 38.96% 39.53% 27 33 29 30 34



Yes 15.15% 19.35% 26.32% 17.50% 5.50% 5 6 40 7 6

No 60.61% 51.61% 57.24% 67.50% 76.15% 20 16 87 27 83

Can't remember 24.24% 29.03% 16.45% 15% 18.35% 8 9 25 6 20



Yes 26.67% 12.16% 5.17% 20.78% 10.47% 24 9 3 16 9

No 62.22% 70.27% 77.59% 57.14% 70.93% 56 52 45 44 61

Can't remember 11.11% 17.57% 17.24% 22.08% 18.60% 10 13 10 17 16





Yes 18.18% 19.35% 32.24% 20% 9.17% 6 6 49 8 10

No 33.33% 38.71% 40.13% 52.50% 64.22% 11 12 61 21 70

N/A / can't remember 48.48% 41.94% 27.63% 27.50% 26.61% 16 13 42 11 29



Yes 15.56% 17.57% 6.90% 23.38% 11.63% 14 13 4 18 10

No 55.56% 54.05% 56.90% 49.35% 52.33% 50 40 33 38 45

N/A / can't remember 28.89% 28.38% 36.21% 27.27% 36.05% 26 21 21 21 31



Yes 6.06% 12.90% 11.84% 17.50% 0.92% 2 4 18 7 1

No 93.94% 87.10% 88.16% 82.50% 99.08% 31 27 134 33 108



Yes 8.89% 6.76% 8.62% 19.48% 4.65% 8 5 5 15 4

No 91.11% 93.24% 91.38% 80.52% 95.35% 82 69 53 62 82



Yes, definitely 0% 50% 44.44% 57.14% 100% 0 2 8 4 1

I think so 100% 50% 16.67% 28.57% 0% 2 2 3 2 0

No 0% 0% 38.89% 14.29% 0% 0 0 7 1 0



Yes, definitely 37.50% 20% 20% 73.33% 25% 3 1 1 11 1

I think so 62.50% 60% 80% 20% 50% 5 3 4 3 2

No 0% 20% 0% 6.67% 25% 0 1 0 1 1




£s East Anglia East Midlands London North East North West

0-500 0% 25% 16.67% 0% 0% 0 1 3 0 0

501-1,000 0% 25% 5.56% 14.29% 0% 0 1 1 1 0

1,001-1,500 50% 25% 11.11% 14.29% 0% 1 1 2 1 0

1,501-2,000 0% 0% 16.67% 42.86% 100% 0 0 3 3 1

2,001-3,000 50% 25% 16.67% 14.29% 0% 1 1 3 1 0

3,001-5,000 0% 0% 16.67% 14.29% 0% 0 0 3 1 0

5,001-7,000 0% 0% 5.56% 0% 0% 0 0 1 0 0

7,001-10,000 0% 0% 5.56% 0% 0% 0 0 1 0 0

10,001+ 0% 0% 5.56% 0% 0% 0 0 1 0 0

Average £1,875.50 £1,187.88 £2,958.78 £1,964.79 £1,750.50

£s South East South West Wales West Midlands


0-500 37.50% 0% 20% 0% 0% 3 0 1 0 0

501-1,000 0% 40% 0% 6.67% 0% 0 2 0 1 0

1,001-1,500 12.50% 20% 0% 33.33% 50% 1 1 0 5 2

1,501-2,000 37.50% 20% 20% 26.67% 0% 3 1 1 4 0

2,001-3,000 0% 20% 20% 13.33% 50% 0 1 1 2 2

3,001-5,000 0% 0% 20% 13.33% 0% 0 0 1 2 0

5,001-7,000 12.50% 0% 20% 0% 0% 1 0 1 0 0

7,001-10,000 0% 0% 0% 0% 0% 0 0 0 0 0

10,001+ 0% 0% 0% 6.67% 0% 0 0 0 1 0

Average £1,656.56 £1,400.50 £2,900.40 £2,467.20 £1,875.50




Statement East Anglia East Midlands London North East North West

We couldn't go on a holiday we'd planned 0% 25% 22.22% 28.57% 0% 0 1 4 2 0


0% 50% 22.22% 0% 100% 0 2 4 0 1

Had to borrow money from family / friends 50% 0% 33.33% 28.57% 0% 1 0 6 2 0

Had to get a loan 0% 25% 22.22% 14.29% 0% 0 1 4 1 0

Became involved in a legal battle 50% 25% 16.67% 0% 0% 1 1 3 0 0

Affected our quality of life / mental wellbeing 0% 50% 5.56% 14.29% 0% 0 2 1 1 0

Me / my partner got anxiety / depression 0% 25% 11.11% 0% 0% 0 1 2 0 0

Had to completely re-plan the next few years 0% 25% 0% 0% 0% 0 1 0 0 0

other 0% 25% 5.56% 14.29% 0% 0 1 1 1 0

None - it did not affect me 0% 0% 16.67% 0% 0% 0 0 3 0 0

Statement South East South West Wales West Midlands


We couldn't go on a holiday we'd planned 25% 0% 60% 20% 25% 2 0 3 3 1


37.50% 20% 0% 33.33% 50% 3 1 0 5 2

Had to borrow money from family / friends 0% 20% 0% 46.67% 25% 0 1 0 7 1

Had to get a loan 12.50% 20% 20% 13.33% 0% 1 1 1 2 0

Became involved in a legal battle 12.50% 0% 40% 6.67% 0% 1 0 2 1 0

Effected our quality of life / mental wellbeing 12.50% 0% 40% 0% 75% 1 0 2 0 3

Me / my partner got anxiety / depression 0% 0% 20% 6.67% 0% 0 0 1 1 0

Had to completely re-plan the next few years 0% 0% 40% 6.67% 25% 0 0 2 1 1

other 0% 20% 0% 13.33% 0% 0 1 0 2 0

None - it did not affect me 25% 20% 0% 0% 0% 2 1 0 0 0





Yes 6.06% 22.58% 13.16% 22.50% 2.75% 2 7 20 9 3

No 93.94% 77.42% 86.84% 77.50% 97.25% 31 24 132 31 106



Yes 14.44% 9.46% 6.90% 18.18% 6.98% 13 7 4 14 6

No 85.56% 90.54% 93.10% 81.82% 93.02% 77 67 54 63 80






9.73% 8.62% 14.97% 9.35% 9.35% 11 10 56 10 23


7.08% 12.07% 18.72% 14.02% 13.82% 8 14 70 15 34


6.19% 7.76% 8.56% 7.48% 3.25% 7 9 32 8 8


75.22% 68.10% 56.42% 68.22% 72.36% 85 79 211 73 178

Other (See section 9) 1.77% 3.45% 1.34% 0.93% 1.22% 2 4 5 1 3




6.40% 9.60% 7.59% 9% 9.17% 16 19 11 19 22


11.60% 12.12% 13.10% 11.37% 12.50% 29 24 19 24 30


2.40% 6.06% 4.83% 2.37% 4.58% 6 12 7 5 11


76.40% 70.71% 70.34% 75.36% 71.67% 191 140 102 159 172







35.40% 50.86% 37.43% 44.86% 40.24% 40 59 140 48 99

Skim-reading contracts even when I have time to read it

14.16% 30.17% 22.46% 27.10% 20.33% 16 35 84 29 50



15.93% 23.28% 22.46% 27.10% 23.98% 18 27 84 29 59


11.50% 12.93% 17.11% 17.76% 18.70% 13 15 64 19 46


7.96% 12.93% 12.03% 13.08% 10.57% 9 15 45 14 26


8.85% 10.34% 15.51% 15.89% 9.35% 10 12 58 17 23


38.05% 29.31% 31.82% 43.93% 36.18% 43 34 119 47 89

Leaving paperwork to my other half 9.73% 13.79% 9.09% 7.48% 10.16% 11 16 34 8 25


Not checking my outgoings/direct debits are correct

6.19% 6.90% 5.88% 4.67% 4.07% 7 8 22 5 10

Accepting the fact that I've been conned/fooled out of money and just moving on from it rather than getting compensation

2.65% 4.31% 6.42% 8.41% 7.72%

3 5 24 9 19


0% 0% 1.34% 0.93% 2.03% 0 0 5 1 5


1.77% 0% 1.60% 0% 1.63%

2 0 6 0 4

Trusting that everything has been told to me up front

11.50% 12.93% 17.11% 23.36% 19.51% 13 15 64 25 48

None of the above 24.78% 21.55% 17.11% 24.30% 26.83% 28 25 64 26 66




33.60% 39.39% 39.31% 39.34% 34.17% 84 78 57 83 82


17.60% 19.19% 20.69% 28.44% 15% 44 38 30 60 36



20.80% 17.17% 24.83% 28.44% 23.75% 52 34 36 60 57


14.40% 13.64% 17.93% 20.85% 15% 36 27 26 44 36


8.40% 8.59% 11.72% 12.80% 9.17% 21 17 17 27 22


12% 7.58% 8.97% 12.32% 14.17% 30 15 13 26 34


38.80% 42.93% 37.24% 38.39% 40% 97 85 54 81 96

Leaving paperwork to my other half 8.40% 7.07% 6.90% 10.90% 9.58% 21 14 10 23 23



5.20% 4.04% 6.90% 8.53% 4.17% 13 8 10 18 10




5.20% 3.54% 4.83% 3.79% 5.42%

13 7 7 8 13


1.20% 0.51% 2.76% 0.95% 2.50% 3 1 4 2 6


0.40% 0.51% 2.76% 0% 1.25%

1 1 4 0 3


18.40% 11.11% 24.83% 15.64% 17.92% 46 22 36 33 43

None of the above 25.60% 21.72% 20% 22.27% 24.58% 64 43 29 47 59




Extra costs when signing up to a gym 4.42% 5.17% 5.88% 4.67% 2.03% 5 6 22 5 5


11.50% 18.97% 23.53% 20.56% 15.45% 13 22 88 22 38

Parking tickets 9.73% 13.79% 16.58% 19.63% 17.48% 11 16 62 21 43

Solicitor fees 15.93% 14.66% 14.17% 13.08% 14.23% 18 17 53 14 35


7.96% 12.07% 15.24% 22.43% 17.48% 9 14 57 24 43


When renting a property 2.65% 4.31% 5.08% 8.41% 2.03% 3 5 19 9 5

MOT costs / car repairs 23.01% 25% 25.13% 23.36% 27.24% 26 29 94 25 67

Buying a car 3.54% 11.21% 6.68% 14.02% 6.10% 4 13 25 15 15

Credit card charges 9.73% 11.21% 12.03% 14.95% 14.63% 11 13 45 16 36

Booking fees 25.66% 36.21% 34.49% 36.45% 34.15% 29 42 129 39 84

None of the above 37.17% 21.55% 16.31% 18.69% 28.86% 42 25 61 20 71





Extra costs when signing up to a gym 1.60% 2.53% 1.38% 7.58% 5% 4 5 2 16 12


12.40% 14.65% 13.10% 24.17% 20.83% 31 29 19 51 50

Parking tickets 14.40% 14.65% 10.34% 14.69% 12.50% 36 29 15 31 30

Solicitor fees 18% 13.13% 12.41% 16.59% 14.58% 45 26 18 35 35


14.40% 16.16% 13.10% 16.59% 12.50% 36 32 19 35 30




When renting a property 4% 3.03% 1.38% 3.79% 3.75% 10 6 2 8 9

MOT costs / car repairs 23.60% 23.23% 19.31% 26.07% 22.50% 59 46 28 55 54

Buying a car 6% 7.58% 7.59% 11.85% 10.83% 15 15 11 25 26

Credit card charges 12% 14.14% 14.48% 15.17% 12.50% 30 28 21 32 30

Booking fees 29.60% 28.28% 28.97% 33.65% 37.92% 74 56 42 71 91

None of the above 24.40% 24.24% 35.17% 23.70% 29.17% 61 48 51 50 70

Other (See section 10) 1.20% 1.01% 0% 0.95% 0% 3 2 0 2 0



6. Responses by city Nearest city breakdown: summary

Nearest City % Responses

Aberystwyth 0.55% 11 Birmingham 6.35% 127 Brighton and Hove 2.45% 49 Bristol 4.55% 91 Cambridge 2.65% 53 Cardiff 3.80% 76 Chelmsford 2.40% 48 Coventry 1.95% 39 Gloucester 1.10% 22 Leeds 4.95% 99 Leicester 5.80% 116 Liverpool 3.25% 65 London 18.70% 374 Manchester 9.05% 181 Newcastle 5.35% 107 Norwich 3.00% 60 Oxford 2.00% 40 Plymouth 4.25% 85 Portsmouth 1.75% 35 Sheffield 4.75% 95 Southampton 3.90% 78 Swansea 1.90% 38 Wolverhampton 1.45% 29 Worcester 0.80% 16 Wrexham 1.00% 20 York 2.30% 46




Choice Aberystwyth Birmingham Brighton and Hove Bristol Cambridge Cardiff

Yes 90.91% 88.98% 81.63% 85.71% 79.25% 81.58% 10 113 40 78 42 62

No 9.09% 11.02% 18.37% 14.29% 20.75% 18.42% 1 14 9 13 11 14

Choice Chelmsford Coventry Gloucester Leeds Leicester Liverpool

Yes 89.58% 84.62% 86.36% 82.83% 82.76% 84.62% 43 33 19 82 96 55

No 10.42% 15.38% 13.64% 17.17% 17.24% 15.38% 5 6 3 17 20 10

Choice London Manchester Newcastle Norwich Oxford Plymouth

Yes 86.10% 82.87% 87.85% 80% 95% 94.12% 322 150 94 48 38 80

No 13.90% 17.13% 12.15% 20% 5% 5.88% 52 31 13 12 2 5

Choice Portsmouth Sheffield Southampton Swansea Wolverhampton Worcester

Yes 77.14% 75.79% 80.77% 73.68% 93.10% 62.50% 27 72 63 28 27 10

No 22.86% 24.21% 19.23% 26.32% 6.90% 37.50% 8 23 15 10 2 6

Choice Wrexham York

Yes 85% 89.13% 17 41

No 15% 10.87% 3 5





Yes 50% 68.63% 55% 58.82% 35.71% 53.33% 2 35 11 20 5 16

No 50% 31.37% 45% 41.18% 64.29% 46.67% 2 16 9 14 9 14


Yes 80.95% 75% 66.67% 58.82% 35.48% 70% 17 9 6 20 11 14

No 19.05% 25% 33.33% 41.18% 64.52% 30% 4 3 3 14 20 6


Yes 72.37% 60.67% 77.50% 47.37% 81.82% 74.19% 110 54 31 9 9 23

No 27.63% 39.33% 22.50% 52.63% 18.18% 25.81% 42 35 9 10 2 8


Yes 50% 53.85% 73.08% 50% 42.86% 71.43% 6 21 19 10 3 5

No 50% 46.15% 26.92% 50% 57.14% 28.57% 6 18 7 10 4 2

Choice Wrexham York

Yes 75% 61.54% 3 8

No 25% 38.46% 1 5


Years Aberystwyth Birmingham Brighton and Hove Bristol Cambridge Cardiff

0-10 0% 0% 9.09% 5% 20% 6.25% 0 0 1 1 1 1

11 - -60 50% 5.71% 9.09% 5% 20% 18.75% 1 2 1 1 1 3

41-80 0% 25.71% 27.27% 10% 20% 12.50% 0 9 3 2 1 2

81-100 50% 45.71% 36.36% 15% 40% 50% 1 16 4 3 2 8

101-150 0% 11.43% 18.18% 25% 0% 6.25% 0 4 2 5 0 1

151+ 0% 11.43% 0% 40% 0% 6.25% 0 4 0 8 0 1

Average 58 89.99 75 112.93 54.4 75.19 Years Chelmsford Coventry Gloucester Leeds Leicester Liverpool

0-10 0% 33.33% 0% 5% 0% 0% 0 3 0 1 0 0

11 - -60 0% 11.11% 33.33% 0% 18.18% 7.14% 0 1 2 0 2 1

41-80 17.65% 0% 0% 0% 0% 14.29% 3 0 0 0 0 2

81-100 35.29% 33.33% 50% 65% 72.73% 21.43% 6 3 3 13 8 3

101-150 29.41% 11.11% 0% 20% 0% 0% 5 1 0 4 0 0

151+ 17.65% 11.11% 16.67% 10% 9.09% 57.14% 3 1 1 2 1 8

Average 106.18 65.39 78.92 99.28 84.18 116.14



Years London Manchester Newcastle Norwich Oxford Plymouth

0-10 1.82% 9.26% 0% 11.11% 0% 4.35% 2 5 0 1 0 1

11 - -60 2.73% 1.85% 9.68% 0% 11.11% 8.70% 3 1 3 0 1 2

41-80 10.91% 11.11% 22.58% 0% 0% 4.35% 12 6 7 0 0 1

81-100 41.82% 40.74% 41.94% 66.67% 66.67% 47.83% 46 22 13 6 6 11

101-150 23.64% 9.26% 9.68% 22.22% 11.11% 21.74% 26 5 3 2 1 5

151+ 19.09% 27.78% 16.13% 0% 11.11% 13.04% 21 15 5 0 1 3

Average 103.72 98.09 90.58 88.78 93.89 95.33 Years Portsmouth Sheffield Southampton Swansea Wolverhampton Worcester

0-10 33.33% 4.76% 0% 0% 0% 0% 2 1 0 0 0 0

11 - -60 0% 4.76% 0% 20% 33.33% 0% 0 1 0 2 1 0

41-80 16.67% 14.29% 10.53% 0% 0% 0% 1 3 2 0 0 0

81-100 16.67% 52.38% 57.89% 60% 66.67% 100% 1 11 11 6 2 5

101-150 0% 14.29% 10.53% 0% 0% 0% 0 3 2 0 0 0

151+ 33.33% 9.52% 21.05% 20% 0% 0% 2 2 4 2 0 0

Average 77.17 89.81 103.76 89.6 68.83 90.5 Years Wrexham York

0-10 0% 0% 0 0

11 - -60 0% 12.50% 0 1

41-80 0% 12.50% 0 1

81-100 100% 62.50% 3 5

101-150 0% 12.50% 0 1

151+ 0% 0% 0 0

Average 90.5 83





Yes, I knew that 0% 50.98% 60% 52.94% 35.71% 43.33% 0 26 12 18 5 13

No, I didn't know that

100% 49.02% 40% 47.06% 64.29% 56.67% 4 25 8 16 9 17


Yes, I knew that 57.14% 33.33% 22.22% 32.35% 41.94% 35% 12 4 2 11 13 7


42.86% 66.67% 77.78% 67.65% 58.06% 65% 9 8 7 23 18 13


Yes, I knew that 57.24% 31.46% 45% 36.84% 45.45% 51.61% 87 28 18 7 5 16


42.76% 68.54% 55% 63.16% 54.55% 48.39% 65 61 22 12 6 15


Yes, I knew that 66.67% 35.90% 61.54% 40% 42.86% 14.29% 8 14 16 8 3 1


33.33% 64.10% 38.46% 60% 57.14% 85.71% 4 25 10 12 4 6

Choice Wrexham York

Yes, I knew that 25% 30.77% 1 4


75% 69.23% 3 9





Yes 25% 47.06% 45% 41.18% 21.43% 36.67% 1 24 9 14 3 11

No 0% 23.53% 35% 14.71% 21.43% 20% 0 12 7 5 3 6

Not sure / can't remember

75% 29.41% 20% 44.12% 57.14% 43.33%

3 15 4 15 8 13


Yes 66.67% 25% 44.44% 50% 32.26% 60% 14 3 4 17 10 12

No 14.29% 33.33% 22.22% 17.65% 25.81% 20% 3 4 2 6 8 4


19.05% 41.67% 33.33% 32.35% 41.94% 20%

4 5 3 11 13 4


Yes 68.42% 47.19% 55% 31.58% 72.73% 58.06% 104 42 22 6 8 18

No 15.13% 23.60% 25% 26.32% 0% 22.58% 23 21 10 5 0 7


16.45% 29.21% 20% 42.11% 27.27% 19.35%

25 26 8 8 3 6


Yes 50% 43.59% 50% 30% 42.86% 42.86% 6 17 13 6 3 3

No 33.33% 17.95% 26.92% 15% 42.86% 28.57% 4 7 7 3 3 2


16.67% 38.46% 23.08% 55% 14.29% 28.57%

2 15 6 11 1 2

Choice Wrexham York

Yes 75% 46.15% 3 6

No 0% 15.38% 0 2


25% 38.46%

1 5


Advice Choice Aberystwyth Birmingham Brighton and Hove Bristol Cambridge Cardiff


Yes 0% 33.33% 33.33% 35.71% 33.33% 18.18% 0 8 3 5 1 2

No 0% 33.33% 22.22% 35.71% 33.33% 27.27% 0 8 2 5 1 3

Can`t remember

100% 33.33% 44.44% 28.57% 33.33% 54.55% 1 8 4 4 1 6


Yes 0% 29.17% 33.33% 35.71% 33.33% 27.27% 0 7 3 5 1 3

No 0% 37.50% 22.22% 35.71% 33.33% 18.18% 0 9 2 5 1 2

Can`t remember

100% 33.33% 44.44% 28.57% 33.33% 54.55% 1 8 4 4 1 6

Advice Choice Chelmsford Coventry Gloucester Leeds Leicester Liverpool About the significance of this Yes

14.29% 66.67% 25% 29.41% 40% 25% 2 2 1 5 4 3



80 years rule No

57.14% 33.33% 50% 35.29% 30% 50% 8 1 2 6 3 6

Can`t remember

28.57% 0% 25% 35.29% 30% 25% 4 0 1 6 3 3


Yes 14.29% 33.33% 25% 29.41% 30% 16.67% 2 1 1 5 3 2

No 57.14% 66.67% 50% 47.06% 40% 41.67% 8 2 2 8 4 5

Can`t remember

28.57% 0% 25% 23.53% 30% 41.67% 4 0 1 4 3 5

Advice Choice London Manchester Newcastle Norwich Oxford Plymouth


Yes 34.62% 19.05% 45.45% 16.67% 25% 27.78% 36 8 10 1 2 5

No 30.77% 54.76% 36.36% 50% 25% 44.44% 32 23 8 3 2 8

Can`t remember

34.62% 26.19% 18.18% 33.33% 50% 27.78% 36 11 4 2 4 5


Yes 25.96% 19.05% 45.45% 16.67% 25% 27.78% 27 8 10 1 2 5

No 40.38% 47.62% 31.82% 50% 25% 50% 42 20 7 3 2 9

Can`t remember

33.65% 33.33% 22.73% 33.33% 50% 22.22% 35 14 5 2 4 4

Advice Choice Portsmouth Sheffield Southampton Swansea Wolverhampton Worcester


Yes 66.67% 17.65% 15.38% 33.33% 0% 0% 4 3 2 2 0 0

No 16.67% 47.06% 53.85% 50% 100% 33.33% 1 8 7 3 3 1

Can`t remember

16.67% 35.29% 30.77% 16.67% 0% 66.67% 1 6 4 1 0 2


Yes 33.33% 5.88% 15.38% 33.33% 0% 0% 2 1 2 2 0 0

No 33.33% 52.94% 53.85% 50% 100% 33.33% 2 9 7 3 3 1

Can`t remember

33.33% 41.18% 30.77% 16.67% 0% 66.67% 2 7 4 1 0 2

Advice Choice Wrexham York


Yes 33.33% 33.33% 1 2

No 0% 33.33% 0 2

Can`t remember

66.67% 33.33% 2 2


Yes 33.33% 33.33% 1 2

No 0% 33.33% 0 2

Can`t remember

66.67% 33.33% 2 2




Advice Choice Birmingham Brighton and Hove Bristol Cambridge Cardiff Chelmsford


Yes 50% 28.57% 0% 0% 50% 0% 6 2 0 0 3 0

No 33.33% 71.43% 40% 0% 16.67% 0% 4 5 2 0 1 0

Can`t remember

16.67% 0% 60% 100% 33.33% 100% 2 0 3 3 2 3


Yes 33.33% 14.29% 0% 33.33% 33.33% 33.33% 4 1 0 1 2 1

No 50% 85.71% 40% 0% 16.67% 0% 6 6 2 0 1 0

Can`t remember

16.67% 0% 60% 66.67% 50% 66.67% 2 0 3 2 3 2

Advice Choice Coventry Gloucester Leeds Leicester Liverpool London


Yes 25% 0% 0% 37.50% 0% 30.43% 1 0 0 3 0 7

No 0% 0% 33.33% 37.50% 75% 34.78% 0 0 2 3 3 8

Can`t remember

75% 100% 66.67% 25% 25% 34.78% 3 2 4 2 1 8


Yes 25% 0% 0% 37.50% 25% 26.09% 1 0 0 3 1 6

No 0% 0% 50% 25% 50% 26.09% 0 0 3 2 2 6

Can`t remember

75% 100% 50% 37.50% 25% 47.83% 3 2 3 3 1 11

Advice Choice Manchester Newcastle Norwich Plymouth Portsmouth Sheffield


Yes 19.05% 20% 0% 42.86% 50% 28.57% 4 2 0 3 2 2

No 33.33% 50% 60% 28.57% 50% 42.86% 7 5 3 2 2 3

Can`t remember

47.62% 30% 40% 28.57% 0% 28.57% 10 3 2 2 0 2


Yes 14.29% 10% 0% 0% 50% 57.14% 3 1 0 0 2 4

No 33.33% 60% 60% 57.14% 50% 14.29% 7 6 3 4 2 1

Can`t remember

52.38% 30% 40% 42.86% 0% 28.57% 11 3 2 3 0 2

Advice Choice Southampton Swansea Wolverhampton Worcester York


Yes 28.57% 0% 33.33% 0% 0% 2 0 1 0 0

No 28.57% 33.33% 33.33% 50% 0% 2 1 1 1 0

Can`t remember

42.86% 66.67% 33.33% 50% 100% 3 2 1 1 2


Yes 28.57% 0% 33.33% 50% 0% 2 0 1 1 0

No 42.86% 33.33% 0% 0% 0% 3 1 0 0 0

Can`t remember

28.57% 66.67% 66.67% 50% 100% 2 2 2 1 2




Statement Choice Aberystwyth Birmingham Brighton and Hove Bristol Cambridge Cardiff


Yes 0% 52.94% 50% 41.18% 14.29% 43.33% 0 27 10 14 2 13

No 50% 33.33% 35% 35.29% 57.14% 26.67% 2 17 7 12 8 8

Can`t remember

50% 13.73% 15% 23.53% 28.57% 30% 2 7 3 8 4 9


Yes 25% 37.25% 45% 23.53% 28.57% 26.67% 1 19 9 8 4 8

No 50% 45.10% 30% 52.94% 42.86% 43.33% 2 23 6 18 6 13

Can`t remember

25% 17.65% 25% 23.53% 28.57% 30% 1 9 5 8 4 9

Statement Choice Chelmsford Coventry Gloucester Leeds Leicester Liverpool


Yes 57.14% 25% 22.22% 26.47% 38.71% 35% 12 3 2 9 12 7

No 38.10% 41.67% 44.44% 47.06% 29.03% 60% 8 5 4 16 9 12

Can`t Remember

4.76% 33.33% 33.33% 26.47% 32.26% 5% 1 4 3 9 10 1


Yes 52.38% 25% 22.22% 20.59% 38.71% 25% 11 3 2 7 12 5

No 42.86% 41.67% 44.44% 55.88% 29.03% 70% 9 5 4 19 9 14

Can`t Remember

4.76% 33.33% 33.33% 23.53% 32.26% 5% 1 4 3 8 10 1

Statement Choice London Manchester Newcastle Norwich Oxford Plymouth


Yes 53.95% 25.84% 45% 31.58% 54.55% 48.39% 82 23 18 6 6 15

No 30.92% 50.56% 47.50% 36.84% 27.27% 38.71% 47 45 19 7 3 12

Can`t remember

15.13% 23.60% 7.50% 31.58% 18.18% 12.90% 23 21 3 6 2 4


Yes 42.76% 29.21% 30% 15.79% 45.45% 32.26% 65 26 12 3 5 10

No 38.82% 46.07% 50% 42.11% 27.27% 54.84% 59 41 20 8 3 17

Can`t Remember

18.42% 24.72% 20% 42.11% 27.27% 12.90% 28 22 8 8 3 4

Statement Choice Portsmouth Sheffield Southampton Swansea Wolverhampton Worcester


Yes 58.33% 28.21% 53.85% 15% 42.86% 57.14% 7 11 14 3 3 4

No 33.33% 51.28% 26.92% 50% 42.86% 28.57% 4 20 7 10 3 2

Can`t remember

8.33% 20.51% 19.23% 35% 14.29% 14.29% 1 8 5 7 1 1


Yes 58.33% 35.90% 50% 10% 42.86% 28.57% 7 14 13 2 3 2

No 25% 43.59% 34.62% 55% 14.29% 42.86% 3 17 9 11 1 3

Can`t remember

16.67% 20.51% 15.38% 35% 42.86% 28.57% 2 8 4 7 3 2

Statement Choice Wrexham York That it will be difficult to obtain a mortgage once the lease gets to around 60 years

Yes 50% 23.08% 2 3

No 25% 46.15% 1 6



Can`t remember

25% 30.77% 1 4


Yes 25% 30.77% 1 4

No 50% 38.46% 2 5

Can`t remember

25% 30.77% 1 4


Advice Choice Aberystwyth Birmingham Brighton and Hove Bristol Cambridge Cardiff


Yes 0% 35.29% 30% 17.65% 35.71% 26.67% 0 18 6 6 5 8

No 25% 25.49% 40% 47.06% 21.43% 23.33% 1 13 8 16 3 7

Can`t remember

75% 39.22% 30% 35.29% 42.86% 50% 3 20 6 12 6 15


Yes 0% 31.37% 5% 29.41% 21.43% 33.33% 0 16 1 10 3 10

No 25% 35.29% 55% 38.24% 35.71% 16.67% 1 18 11 13 5 5

Can`t remember

75% 33.33% 40% 32.35% 42.86% 50% 3 17 8 11 6 15

Advice Choice Chelmsford Coventry Gloucester Leeds Leicester Liverpool


Yes 28.57% 33.33% 22.22% 14.71% 32.26% 10% 6 4 2 5 10 2

No 38.10% 25% 33.33% 44.12% 19.35% 60% 8 3 3 15 6 12

Can`t Remember

33.33% 41.67% 44.44% 41.18% 48.39% 30% 7 5 4 14 15 6


Yes 19.05% 33.33% 11.11% 23.53% 22.58% 25% 4 4 1 8 7 5

No 52.38% 16.67% 33.33% 38.24% 35.48% 50% 11 2 3 13 11 10

Can`t remember

28.57% 50% 55.56% 38.24% 41.94% 25% 6 6 5 13 13 5

Advice Choice London Manchester Newcastle Norwich Oxford Plymouth


Yes 28.29% 12.36% 35% 5.26% 27.27% 9.68% 43 11 14 1 3 3

No 34.21% 47.19% 32.50% 47.37% 36.36% 48.39% 52 42 13 9 4 15

Can`t remember

37.50% 40.45% 32.50% 47.37% 36.36% 41.94% 57 36 13 9 4 13


Yes 22.37% 26.97% 45% 15.79% 9.09% 16.13% 34 24 18 3 1 5

No 38.82% 34.83% 27.50% 42.11% 63.64% 41.94% 59 31 11 8 7 13

Can`t remember

38.82% 38.20% 27.50% 42.11% 27.27% 41.94% 59 34 11 8 3 13

Advice Choice Portsmouth Sheffield Southampton Swansea Wolverhampton Worcester


Yes 50% 15.38% 23.08% 20% 14.29% 14.29% 6 6 6 4 1 1

No 41.67% 33.33% 38.46% 50% 28.57% 42.86% 5 13 10 10 2 3

Can`t remember

8.33% 51.28% 38.46% 30% 57.14% 42.86% 1 20 10 6 4 3

That you had the right to buy the freehold and under

Yes 50% 28.21% 7.69% 20% 14.29% 0% 6 11 2 4 1 0

No 41.67% 25.64% 57.69% 45% 42.86% 57.14%



what circumstances

5 10 15 9 3 4 Can`t remember

8.33% 46.15% 34.62% 35% 42.86% 42.86% 1 18 9 7 3 3

Advice Choice Wrexham York


Yes 25% 23.08% 1 3

No 25% 23.08% 1 3

Can`t remember

50% 53.85% 2 7


Yes 25% 15.38% 1 2

No 25% 23.08% 1 3

Can`t remember

50% 61.54% 2 8


£s Aberystwyth Birmingham Brighton and Hove Bristol Cambridge Cardiff

0-500 50% 15.69% 15% 35.29% 14.29% 36.67% 2 8 3 12 2 11

501-1,000 50% 17.65% 15% 2.94% 14.29% 26.67% 2 9 3 1 2 8

1,001-2,000 0% 41.18% 20% 35.29% 42.86% 16.67% 0 21 4 12 6 5

2,001-5,000 0% 9.80% 20% 11.76% 14.29% 13.33% 0 5 4 4 2 4

5,001-10,000 0% 3.92% 15% 8.82% 7.14% 3.33% 0 2 3 3 1 1

10,001+ 0% 11.76% 15% 5.88% 7.14% 3.33% 0 6 3 2 1 1

Average £500.25 £2,603.42 £3,775.50 £2,301.82 £2,536.18 £1,592.00 £s Chelmsford Coventry Gloucester Leeds Leicester Liverpool

0-500 33.33% 25% 33.33% 23.53% 22.58% 25% 7 3 3 8 7 5

501-1,000 14.29% 25% 0% 20.59% 19.35% 35% 3 3 0 7 6 7

1,001-2,000 14.29% 25% 55.56% 32.35% 32.26% 10% 3 3 5 11 10 2

2,001-5,000 4.76% 8.33% 0% 14.71% 9.68% 20% 1 1 0 5 3 4

5,001-10,000 9.52% 16.67% 0% 5.88% 9.68% 5% 2 2 0 2 3 1

10,001+ 23.81% 0% 11.11% 2.94% 6.45% 5% 5 0 1 1 2 1

Average £3,667.12 £2,167.04 £2,028.17 £1,948.93 £2,395.58 £2,050.40 £s London Manchester Newcastle Norwich Oxford Plymouth

0-500 10.53% 33.71% 25% 47.37% 36.36% 16.13% 16 30 10 9 4 5

501-1,000 15.13% 17.98% 20% 15.79% 27.27% 19.35% 23 16 8 3 3 6

1,001-2,000 23.03% 24.72% 30% 15.79% 27.27% 35.48% 35 22 12 3 3 11

2,001-5,000 16.45% 12.36% 15% 15.79% 0% 16.13% 25 11 6 3 0 5

5,001-10,000 19.74% 8.99% 7.50% 5.26% 9.09% 6.45% 30 8 3 1 1 2



10,001+ 15.13% 2.25% 2.50% 0% 0% 6.45% 23 2 1 0 0 2

Average £4,054.80 £1,921.69 £2,000.39 £1,421.32 £1,386.68 £2,411.74 £s Portsmouth Sheffield Southampton Swansea Wolverhampton Worcester

0-500 25% 28.21% 15.38% 20% 28.57% 28.57% 3 11 4 4 2 2

501-1,000 25% 25.64% 11.54% 15% 14.29% 57.14% 3 10 3 3 1 4

1,001-2,000 33.33% 38.46% 34.62% 35% 14.29% 14.29% 4 15 9 7 1 1

2,001-5,000 0% 2.56% 15.38% 25% 42.86% 0% 0 1 4 5 3 0

5,001-10,000 0% 2.56% 23.08% 5% 0% 0% 0 1 6 1 0 0

10,001+ 16.67% 2.56% 0% 0% 0% 0% 2 1 0 0 0 0

Average £2,417.13 £1,378.58 £2,913.88 £1,937.90 £1,893.21 £714.64 £s Wrexham York

0-500 25% 38.46% 1 5

501-1,000 25% 23.08% 1 3

1,001-2,000 25% 15.38% 1 2

2,001-5,000 0% 0% 0 0

5,001-10,000 0% 7.69% 0 1

10,001+ 25% 15.38% 1 2

Average £3,125.50 £2,615.77





Yes 0% 23.53% 15% 5.88% 0% 13.33% 0 12 3 2 0 4

No 50% 50.98% 60% 58.82% 50% 46.67% 2 26 12 20 7 14

Can't remember 50% 25.49% 25% 35.29% 50% 40% 2 13 5 12 7 12


Yes 0% 16.67% 0% 5.88% 16.13% 0% 0 2 0 2 5 0

No 76.19% 41.67% 66.67% 61.76% 38.71% 70% 16 5 6 21 12 14

Can't remember 23.81% 41.67% 33.33% 32.35% 45.16% 30% 5 5 3 11 14 6


Yes 15.79% 4.49% 15% 0% 9.09% 6.45% 24 4 6 0 1 2

No 60.53% 71.91% 62.50% 57.89% 81.82% 70.97% 92 64 25 11 9 22

Can't remember 23.68% 23.60% 22.50% 42.11% 9.09% 22.58% 36 21 9 8 1 7


Yes 8.33% 2.56% 11.54% 5% 28.57% 0% 1 1 3 1 2 0

No 58.33% 61.54% 76.92% 55% 28.57% 71.43% 7 24 20 11 2 5

Can't remember 33.33% 35.90% 11.54% 40% 42.86% 28.57% 4 14 3 8 3 2

Choice Wrexham York

Yes 0% 0% 0 0

No 75% 61.54% 3 8

Can't remember 25% 38.46% 1 5





Yes 25% 52.94% 25% 29.41% 35.71% 26.67% 1 27 5 10 5 8

No 25% 17.65% 40% 26.47% 35.71% 20% 1 9 8 9 5 6

Can't remember 50% 29.41% 35% 44.12% 28.57% 53.33% 2 15 7 15 4 16


Yes 57.14% 16.67% 0% 35.29% 25.81% 30% 12 2 0 12 8 6

No 14.29% 8.33% 55.56% 38.24% 32.26% 25% 3 1 5 13 10 5

Can't remember 28.57% 75% 44.44% 26.47% 41.94% 45% 6 9 4 9 13 9


Yes 40.79% 29.21% 25% 26.32% 54.55% 25.81% 62 26 10 5 6 8

No 26.32% 30.34% 32.50% 31.58% 18.18% 29.03% 40 27 13 6 2 9

Can't remember 32.89% 40.45% 42.50% 42.11% 27.27% 45.16% 50 36 17 8 3 14


Yes 33.33% 30.77% 34.62% 20% 14.29% 71.43% 4 12 9 4 1 5

No 25% 25.64% 42.31% 35% 28.57% 0% 3 10 11 7 2 0

Can't remember 41.67% 43.59% 23.08% 45% 57.14% 28.57% 5 17 6 9 4 2

Choice Wrexham York

Yes 25% 15.38% 1 2

No 25% 23.08% 1 3






Yes 0% 25.49% 50% 14.71% 14.29% 6.67% 0 13 10 5 2 2

No 75% 56.86% 40% 61.76% 71.43% 76.67% 3 29 8 21 10 23

Can't remember 25% 17.65% 10% 23.53% 14.29% 16.67% 1 9 2 8 2 5


Yes 23.81% 0% 11.11% 11.76% 19.35% 10% 5 0 1 4 6 2

No 66.67% 75% 77.78% 70.59% 51.61% 70% 14 9 7 24 16 14

Can't remember 9.52% 25% 11.11% 17.65% 29.03% 20% 2 3 1 6 9 4


Yes 26.32% 4.49% 17.50% 15.79% 18.18% 9.68% 40 4 7 3 2 3

No 57.24% 77.53% 67.50% 52.63% 63.64% 77.42% 87 69 27 10 7 24

Can't remember 16.45% 17.98% 15% 31.58% 18.18% 12.90% 25 16 6 6 2 4


Yes 8.33% 7.69% 23.08% 5% 28.57% 14.29% 1 3 6 1 2 1

No 66.67% 69.23% 73.08% 75% 42.86% 42.86% 8 27 19 15 3 3

Can't remember 25% 23.08% 3.85% 20% 28.57% 42.86% 3 9 1 4 2 3

Choice Wrexham York

Yes 0% 15.38% 0 2

No 100% 76.92% 4 10






Yes 0% 27.45% 35% 14.71% 28.57% 6.67% 0 14 7 5 4 2

No 75% 52.94% 40% 58.82% 21.43% 53.33% 3 27 8 20 3 16

N/A / can't remember

25% 19.61% 25% 26.47% 50% 40% 1 10 5 9 7 12


Yes 4.76% 8.33% 22.22% 14.71% 19.35% 0% 1 1 2 5 6 0

No 57.14% 50% 44.44% 64.71% 38.71% 75% 12 6 4 22 12 15


38.10% 41.67% 33.33% 20.59% 41.94% 25% 8 5 3 7 13 5


Yes 32.24% 11.24% 20% 10.53% 0% 19.35% 49 10 8 2 0 6

No 40.13% 61.80% 52.50% 42.11% 54.55% 51.61% 61 55 21 8 6 16


27.63% 26.97% 27.50% 47.37% 45.45% 29.03% 42 24 11 9 5 9


Yes 16.67% 7.69% 15.38% 10% 14.29% 28.57% 2 3 4 2 1 2

No 58.33% 46.15% 65.38% 60% 28.57% 42.86% 7 18 17 12 2 3


25% 46.15% 19.23% 30% 57.14% 28.57% 3 18 5 6 4 2

Choice Wrexham York

Yes 0% 15.38% 0 2

No 50% 38.46% 2 5


50% 46.15% 2 6




Choice

Aberystwyth Birmingham Brighton and Hove Bristol Cambridge Cardiff

Yes 0% 23.53% 20% 5.88% 7.14% 10% 0 12 4 2 1 3

No 100% 76.47% 80% 94.12% 92.86% 90% 4 39 16 32 13 27


Yes 0% 8.33% 0% 8.82% 12.90% 0% 0 1 0 3 4 0

No 100% 91.67% 100% 91.18% 87.10% 100% 21 11 9 31 27 20


Yes 11.84% 1.12% 17.50% 5.26% 0% 9.68% 18 1 7 1 0 3

No 88.16% 98.88% 82.50% 94.74% 100% 90.32% 134 88 33 18 11 28


Yes 0% 2.56% 15.38% 10% 28.57% 0% 0 1 4 2 2 0

No 100% 97.44% 84.62% 90% 71.43% 100% 12 38 22 18 5 7

Choice Wrexham York

Yes 0% 0% 0 0

No 100% 100% 4 13


Choice Birmingham Brighton and Hove Bristol Cambridge Cardiff Coventry Leeds

Yes, definitely 83.33% 50% 50% 0% 0% 0% 33.33% 10 2 1 0 0 0 1

I think so 8.33% 50% 50% 100% 100% 100% 33.33% 1 2 1 1 3 1 1

No 8.33% 0% 0% 0% 0% 0% 33.33% 1 0 0 0 0 0 1

Choice Leicester London Manchester Newcastle Norwich Plymouth Sheffield

Yes, definitely 50% 44.44% 100% 57.14% 0% 0% 0% 2 8 1 4 0 0 0

I think so 50% 16.67% 0% 28.57% 100% 66.67% 100% 2 3 0 2 1 2 1

No 0% 38.89% 0% 14.29% 0% 33.33% 0% 0 7 0 1 0 1 0

Choice Southampton Swansea Wolverhampton

Yes, definitely 25% 50% 50% 1 1 1

I think so 75% 50% 50% 3 1 1

No 0% 0% 0% 0 0 0




£s Birmingham Brighton and Hove Bristol Cambridge Cardiff Coventry Leeds Leicester London

0-500 0% 25% 0% 0% 33.33% 0% 0% 25% 16.67% 0 1 0 0 1 0 0 1 3

501-1,000

8.33% 0% 50% 0% 0% 0% 0% 25% 5.56% 1 0 1 0 0 0 0 1 1

1,001-1,500

25% 0% 50% 0% 0% 100% 33.33% 25% 11.11% 3 0 1 0 0 1 1 1 2

1,501-2,000

25% 50% 0% 0% 33.33% 0% 0% 0% 16.67% 3 2 0 0 1 0 0 0 3

2,001-3,000

16.67% 0% 0% 100% 0% 0% 66.67% 25% 16.67% 2 0 0 1 0 0 2 1 3

3,001-5,000

16.67% 0% 0% 0% 0% 0% 0% 0% 16.67% 2 0 0 0 0 0 0 0 3

5,001-7,000

0% 25% 0% 0% 33.33% 0% 0% 0% 5.56% 0 1 0 0 1 0 0 0 1

7,001-10,000

0% 0% 0% 0% 0% 0% 0% 0% 5.56% 0 0 0 0 0 0 0 0 1

10,001+ 8.33% 0% 0% 0% 0% 0% 0% 0% 5.56% 1 0 0 0 0 0 0 0 1

Average £2,729.71 £2,437.88 £1,000.50 £2,500.50 £2,667.00 £1,250.50 £2,083.83 £1,187.88 £2,958.78 £s Manchester Newcastle Norwich Plymouth Sheffield Southampton Swansea Wolverhampton

0-500 0% 0% 0% 0% 0% 50% 0% 0% 0 0 0 0 0 2 0 0

501-1,000

0% 14.29% 0% 33.33% 0% 0% 0% 0% 0 1 0 1 0 0 0 0

1,001-1,500

0% 14.29% 100% 0% 100% 25% 0% 50% 0 1 1 0 1 1 0 1

1,501-2,000

100% 42.86% 0% 33.33% 0% 25% 0% 50% 1 3 0 1 0 1 0 1

2,001-3,000

0% 14.29% 0% 33.33% 0% 0% 50% 0% 0 1 0 1 0 0 1 0

3,001-5,000

0% 14.29% 0% 0% 0% 0% 50% 0% 0 1 0 0 0 0 1 0

5,001-7,000

0% 0% 0% 0% 0% 0% 0% 0% 0 0 0 0 0 0 0 0

7,001-10,000

0% 0% 0% 0% 0% 0% 0% 0% 0 0 0 0 0 0 0 0

10,001+ 0% 0% 0% 0% 0% 0% 0% 0% 0 0 0 0 0 0 0 0

Average £1,750.50 £1,964.79 £1,250.50 £1,667.17 £1,250.50 £875.25 £3,250.50 £1,500.50




Statement Birmingham Brighton and Hove Bristol Cambridge Cardiff Coventry Leeds Leicester London

We couldn't go on a holiday we'd planned

16.67% 50% 0% 0% 66.67% 0% 0% 25% 22.22%

2 2 0 0 2 0 0 1 4


41.67% 50% 0% 0% 0% 0% 33.33% 50% 22.22%

5 2 0 0 0 0 1 2 4

Had to borrow money from family / friends

58.33% 0% 0% 100% 0% 0% 33.33% 0% 33.33%

7 0 0 1 0 0 1 0 6

Had to get a loan

8.33% 0% 50% 0% 33.33% 100% 0% 25% 22.22% 1 0 1 0 1 1 0 1 4

Became involved in a legal battle

8.33% 25% 0% 0% 33.33% 0% 0% 25% 16.67%

1 1 0 0 1 0 0 1 3 Effected our quality of life / mental wellbeing

0% 25% 0% 0% 33.33% 0% 66.67% 50% 5.56%

0 1 0 0 1 0 2 2 1

Me / my partner got anxiety / depression

0% 0% 0% 0% 0% 0% 0% 25% 11.11%

0 0 0 0 0 0 0 1 2

Had to completely re-plan the next few years

0% 0% 0% 0% 33.33% 0% 33.33% 25% 0%

0 0 0 0 1 0 1 1 0

Other 16.67% 0% 0% 0% 0% 0% 0% 25% 5.56% 2 0 0 0 0 0 0 1 1

None - it did not affect me

0% 0% 50% 0% 0% 0% 0% 0% 16.67% 0 0 1 0 0 0 0 0 3

Statement Manchester Newcastle Norwich Plymouth Sheffield Southampton Swansea Wolverhampton We couldn't go on a holiday we'd planned

0% 28.57% 0% 0% 100% 0% 50% 50%

0 2 0 0 1 0 1 1


100% 0% 0% 33.33% 100% 25% 0% 0%

1 0 0 1 1 1 0 0

Had to borrow money from family / friends

0% 28.57% 0% 33.33% 0% 0% 0% 0%

0 2 0 1 0 0 0 0

Had to get a loan

0% 14.29% 0% 0% 0% 25% 0% 0% 0 1 0 0 0 1 0 0

Became involved in a legal battle

0% 0% 100% 0% 0% 0% 50% 0%

0 0 1 0 0 0 1 0 Effected our quality of life / mental wellbeing

0% 14.29% 0% 0% 100% 0% 50% 0%

0 1 0 0 1 0 1 0

Me / my partner got anxiety / depression

0% 0% 0% 0% 0% 0% 50% 50%

0 0 0 0 0 0 1 1

Had to completely re-plan the next few

0% 0% 0% 0% 0% 0% 50% 50%

0 0 0 0 0 0 1 1



years

Other 0% 14.29% 0% 33.33% 0% 0% 0% 0% 0 1 0 1 0 0 0 0

None - it did not affect me

0% 0% 0% 0% 0% 50% 0% 0% 0 0 0 0 0 2 0 0


Choice Aberystwyth Birmingham Brighton and Hove Bristol Cambridge Cardiff Chelmsford Coventry Gloucester

Yes 0% 25.49% 35% 8.82% 14.29% 6.67% 9.52% 8.33% 22.22% 0 13 7 3 2 2 2 1 2

No 100% 74.51% 65% 91.18% 85.71% 93.33% 90.48% 91.67% 77.78% 4 38 13 31 12 28 19 11 7

Choice Leeds Leicester Liverpool London Manchester Newcastle Norwich Oxford Plymouth

Yes 5.88% 22.58% 0% 13.16% 3.37% 22.50% 0% 9.09% 6.45% 2 7 0 20 3 9 0 1 2

No 94.12% 77.42% 100% 86.84% 96.63% 77.50% 100% 90.91% 93.55% 32 24 20 132 86 31 19 10 29

Choice Portsmouth Sheffield Southampton Swansea Wolverhampton Worcester Wrexham York

Yes 8.33% 10.26% 7.69% 10% 0% 0% 0% 0% 1 4 2 2 0 0 0 0

No 91.67% 89.74% 92.31% 90% 100% 100% 100% 100% 11 35 24 18 7 7 4 13






Statement Aberystwyth Birmingham Brighton and Hove Bristol Cam-

bridge Cardiff Chelmsford Coventry Gloucester


9.09% 11.02% 2.04% 9.89% 11.32% 6.58% 4.17% 7.69% 4.55%

1 14 1 9 6 5 2 3 1


0% 14.17% 22.45% 10.99% 7.55% 14.47% 0% 10.26% 18.18%

0 18 11 10 4 11 0 4 4 Complain about them on social media and to people I know, but that's all

0% 1.57% 4.08% 6.59% 7.55% 2.63% 4.17% 2.56% 9.09%

0 2 2 6 4 2 2 1 2


90.91% 71.65% 69.39% 69.23% 73.58% 73.68% 87.50% 76.92% 68.18%

10 91 34 63 39 56 42 30 15

Other (See section 9)

0% 1.57% 2.04% 3.30% 0% 2.63% 4.17% 2.56% 0% 0 2 1 3 0 2 2 1 0

Statement Leeds Leicester Liverpool London Man-chester

New-castle Norwich Oxford Plymouth


6.06% 8.62% 10.77% 14.97% 8.84% 9.35% 8.33% 5% 10.59%

6 10 7 56 16 10 5 2 9


14.14% 12.07% 6.15% 18.72% 16.57% 14.02% 6.67% 12.50% 11.76%

14 14 4 70 30 15 4 5 10 Complain about them on social media and to people I know, but that's all

6.06% 7.76% 3.08% 8.56% 3.31% 7.48% 5% 0% 4.71%

6 9 2 32 6 8 3 0 4


71.72% 68.10% 78.46% 56.42% 70.17% 68.22% 76.67% 80% 72.94%

71 79 51 211 127 73 46 32 62


2.02% 3.45% 1.54% 1.34% 1.10% 0.93% 3.33% 2.50% 0% 2 4 1 5 2 1 2 1 0

Statement Portsmouth Sheffield South-ampton

Swan-sea

Wolver-hampton

Wor-cester Wrexham York


11.43% 14.74% 8.97% 10.53% 3.45% 6.25% 5% 4.35%

4 14 7 4 1 1 1 2


11.43% 11.58% 11.54% 15.79% 6.90% 0% 10% 10.87%

4 11 9 6 2 0 2 5 Complain about them on social media and to people I know, but that's all

0% 5.26% 2.56% 13.16% 3.45% 6.25% 0% 0%

0 5 2 5 1 1 0 0


74.29% 66.32% 73.08% 55.26% 82.76% 87.50% 75% 82.61%

26 63 57 21 24 14 15 38


2.86% 2.11% 3.85% 5.26% 3.45% 0% 10% 2.17% 1 2 3 2 1 0 2 1




Statement Aberystwyth Birmingham Brighton and Hove

Bristol Cam-bridge Cardiff Chelms-

ford Coventry Gloucester


18.18% 40.94% 32.65% 42.86% 43.40% 38.16

% 33.33% 25.64% 31.82%

2 52 16 39 23 29 16 10 7


18.18% 27.56% 20.41% 18.68% 16.98% 22.37

% 20.83% 28.21% 18.18%

2 35 10 17 9 17 10 11 4

Missing / ignoring small print 54.55% 29.92% 34.69% 31.87

% 26.42% 26.32% 22.92% 23.08% 22.73%

6 38 17 29 14 20 11 9 5 Assuming everything will be fine when signing important documents

18.18% 29.13% 20.41% 21.98% 18.87% 27.63

% 25% 23.08% 4.55%

2 37 10 20 10 21 12 9 1


18.18% 22.05% 14.29% 14.29% 9.43% 15.79

% 18.75% 12.82% 9.09%

2 28 7 13 5 12 9 5 2 Being too embarrassed to ask someone to explain a contract / certain clauses

9.09% 11.81% 8.16% 10.99% 5.66% 7.89% 8.33% 15.38% 4.55%

1 15 4 10 3 6 4 6 1 Reluctantly paying money I didn't expect to pay, because I don't want the hassle of conflict

0% 14.96% 16.33% 6.59% 5.66% 9.21% 10.42% 15.38% 13.64%

0 19 8 6 3 7 5 6 3


36.36% 36.22% 40.82% 49.45% 41.51% 30.26

% 37.50% 33.33% 36.36%

4 46 20 45 22 23 18 13 8 Leaving paperwork to my other half

18.18% 14.96% 10.20% 5.49% 9.43% 2.63% 6.25% 5.13% 4.55% 2 19 5 5 5 2 3 2 1

Not checking my bank statements

0% 11.02% 6.12% 1.10% 7.55% 10.53% 10.42% 7.69% 9.09%

0 14 3 1 4 8 5 3 2 Not checking my outgoings / direct debits are correct

0% 11.02% 4.08% 3.30% 9.43% 9.21% 10.42% 2.56% 13.64% 0 14 2 3 5 7 5 1 3


0% 3.94% 8.16% 3.30% 0% 3.95% 0% 5.13% 0%

0 5 4 3 0 3 0 2 0


0% 0% 4.08% 0% 0% 2.63% 0% 5.13% 4.55%

0 0 2 0 0 2 0 2 1 Regularly having to pay unexpected money because I wasn't informed of the details at the time I agreed to something

0% 0% 0% 0% 3.77% 2.63% 0% 0% 0%

0 0 0 0 2 2 0 0 0


18.18% 15.75% 20.41% 12.09% 13.21% 27.63

% 18.75% 7.69% 9.09%

2 20 10 11 7 21 9 3 2

None of the above 45.45% 22.05% 32.65% 20.88

% 16.98% 23.68% 27.08% 35.90% 18.18%

5 28 16 19 9 18 13 14 4

Statement Leeds Leicester Liver-pool

London

Man-chester

New-castle Norwich Oxford Plymouth


33.33% 50.86% 43.08% 37.43% 39.23% 44.86

% 28.33% 32.50% 37.65%

33 59 28 140 71 48 17 13 32


14.14% 30.17% 24.62% 22.46% 18.78% 27.10

% 11.67% 15% 20%

14 35 16 84 34 29 7 6 17

Missing / ignoring small print 24.24% 30.17% 36.92% 25.94

% 24.86% 33.64% 20% 25% 29.41%

24 35 24 97 45 36 12 10 25 Assuming everything will be fine when signing important documents

27.27% 23.28% 27.69% 22.46% 22.65% 27.10

% 13.33% 25% 15.29%

27 27 18 84 41 29 8 10 13


18.18% 12.93% 15.38% 17.11% 19.89% 17.76

% 13.33% 17.50% 14.12%

18 15 10 64 36 19 8 7 12 Being too embarrassed to ask someone to explain a contract / 8.08% 12.93% 10.77% 12.03

% 10.50% 13.08% 10% 7.50% 7.06%



certain clauses 8 15 7 45 19 14 6 3 6 Reluctantly paying money I didn't expect to pay, because I don't want the hassle of conflict

15.15% 10.34% 15.38% 15.51% 7.18% 15.89

% 11.67% 12.50% 7.06%

15 12 10 58 13 17 7 5 6 Ticking that “I agree” with terms and conditions without reading them

40.40% 29.31% 38.46% 31.82% 35.36% 43.93

% 35% 45% 37.65%

40 34 25 119 64 47 21 18 32 Leaving paperwork to my other half

8.08% 13.79% 13.85% 9.09% 8.84% 7.48% 10% 5% 9.41% 8 16 9 34 16 8 6 2 8


5.05% 8.62% 15.38% 7.22% 4.97% 6.54% 6.67% 2.50% 3.53% 5 10 10 27 9 7 4 1 3


2.02% 6.90% 6.15% 5.88% 3.31% 4.67% 3.33% 2.50% 2.35% 2 8 4 22 6 5 2 1 2


7.07% 4.31% 9.23% 6.42% 7.18% 8.41% 5% 5% 4.71%

7 5 6 24 13 9 3 2 4


2.02% 0% 6.15% 1.34% 0.55% 0.93% 0% 2.50% 0%

2 0 4 5 1 1 0 1 0 Regularly having to pay unexpected money because I wasn't informed of the details at the time I agreed to something

2.02% 0% 4.62% 1.60% 0.55% 0% 0% 2.50% 1.18%

2 0 3 6 1 0 0 1 1


20.20% 12.93% 21.54% 17.11% 18.78% 23.36

% 10% 20% 10.59%

20 15 14 64 34 25 6 8 9

None of the above 22.22% 21.55% 24.62% 17.11

% 27.62% 24.30% 31.67% 20% 23.53%

22 25 16 64 50 26 19 8 20

Statement Portsmouth Sheffield S’ham-pton

Swan-sea

Wolver-hampton

Worce-ster

Wrex-ham York


25.71% 30.53% 38.46% 39.47% 44.83% 50% 55% 43.48%

9 29 30 15 13 8 11 20


11.43% 16.84% 17.95% 13.16% 27.59% 37.50

% 30% 13.04%

4 16 14 5 8 6 6 6

Missing / ignoring small print 20% 30.53% 24.36% 15.79

% 44.83% 50% 40% 23.91%

7 29 19 6 13 8 8 11 Assuming everything will be fine when signing important documents

11.43% 21.05% 20.51% 18.42% 31.03% 31.25

% 30% 21.74%

4 20 16 7 9 5 6 10


5.71% 13.68% 14.10% 15.79% 24.14% 25% 30% 10.87%

2 13 11 6 7 4 6 5 Being too embarrassed to ask someone to explain a contract / certain clauses

8.57% 11.58% 8.97% 13.16% 20.69% 0% 25% 6.52%

3 11 7 5 6 0 5 3 Reluctantly paying money I didn't expect to pay, because I don't want the hassle of conflict

8.57% 15.79% 11.54% 7.89% 0% 6.25% 15% 8.70%

3 15 9 3 0 1 3 4


28.57% 33.68% 39.74% 34.21% 51.72% 43.75

% 70% 52.17%

10 32 31 13 15 7 14 24 Leaving paperwork to my other half

17.14% 9.47% 6.41% 7.89% 6.90% 0% 15% 13.04% 6 9 5 3 2 0 3 6


8.57% 8.42% 5.13% 2.63% 6.90% 6.25% 15% 6.52% 3 8 4 1 2 1 3 3


8.57% 5.26% 2.56% 0% 6.90% 6.25% 15% 6.52% 3 5 2 0 2 1 3 3


8.57% 5.26% 5.13% 5.26% 0% 6.25% 10% 2.17%

3 5 4 2 0 1 2 1


0% 3.16% 0% 0% 0% 0% 10% 2.17%

0 3 0 0 0 0 2 1 Regularly having to pay unexpected money because I wasn't informed of the details at

0% 0% 0% 0% 0% 0% 10% 2.17%

0 0 0 0 0 0 2 1



the time I agreed to something


20% 13.68% 15.38% 23.68% 27.59% 12.50

% 20% 21.74%

7 13 12 9 8 2 4 10

None of the above 28.57% 26.32% 21.79% 10.53

% 6.90% 18.75% 10% 26.09%

10 25 17 4 2 3 2 12


Choice Aberystwyth Birmingham Brighton and Hove

Bristol Cam-bridge Cardiff Chelmsford Coventry Gloucester

Extra costs to my phone bill

18.18% 28.35% 20.41% 23.08% 11.32% 15.79% 22.92% 25.64% 27.27%

2 36 10 21 6 12 11 10 6 Extra costs when signing up to a gym

0% 12.60% 0% 1.10% 5.66% 1.32% 2.08% 0% 4.55% 0 16 0 1 3 1 1 0 1


0% 31.50% 6.12% 15.38% 9.43% 14.47% 16.67% 15.38% 18.18%

0 40 3 14 5 11 8 6 4

Parking tickets 27.27% 14.17% 16.33% 15.38% 7.55% 5.26% 10.42% 10.26% 13.64% 3 18 8 14 4 4 5 4 3

Solicitor fees 0% 18.11% 18.37% 9.89% 13.21% 11.84

% 22.92% 12.82% 9.09%

0 23 9 9 7 9 11 5 2 Bank fines (such as when you cut into your overdraft limit)

9.09% 14.96% 14.29% 20.88% 5.66% 11.84% 29.17% 12.82% 0%

1 19 7 19 3 9 14 5 0 When buying property / estate agent fees

0% 11.81% 20.41% 13.19% 15.09% 3.95% 16.67% 10.26% 18.18% 0 15 10 12 8 3 8 4 4

When renting a property 0% 4.72% 2.04% 1.10% 1.89% 2.63% 6.25% 0% 4.55% 0 6 1 1 1 2 3 0 1

MOT costs / car repairs 36.36% 23.62% 32.65% 25.27% 16.98% 21.05

% 27.08% 30.77% 22.73%

4 30 16 23 9 16 13 12 5

Buying a car 9.09% 14.17% 6.12% 10.99% 3.77% 6.58% 14.58% 7.69% 4.55% 1 18 3 10 2 5 7 3 1

Credit card charges 18.18% 12.60% 10.20% 16.48% 7.55% 11.84

% 16.67% 12.82% 4.55%

2 16 5 15 4 9 8 5 1

Booking fees 9.09% 28.35% 22.45% 26.37% 18.87% 27.63

% 39.58% 38.46% 31.82%

1 36 11 24 10 21 19 15 7

None of the above 54.55% 24.41% 26.53% 21.98% 37.74% 35.53

% 12.50% 28.21% 18.18%

6 31 13 20 20 27 6 11 4

Other (See section 10) 0% 0% 0% 2.20% 0% 0% 2.08% 2.56% 0% 0 0 0 2 0 0 1 1 0

Choice Leeds Leicester Liver-pool London Man-

chester New-castle Norwich Oxford Plymouth


20.20% 30.17% 27.69% 22.46% 24.31% 23.36% 15% 22.50% 21.18%

20 35 18 84 44 25 9 9 18 Extra costs when signing up to a gym

6.06% 5.17% 1.54% 5.88% 2.21% 4.67% 3.33% 0% 3.53% 6 6 1 22 4 5 2 0 3


22.22% 18.97% 12.31% 23.53% 16.57% 20.56% 13.33% 10% 12.94%

22 22 8 88 30 22 8 4 11

Parking tickets 15.15% 13.79% 13.85% 16.58% 18.78% 19.63

% 11.67% 22.50% 14.12%

15 16 9 62 34 21 7 9 12

Solicitor fees 11.11% 14.66% 13.85% 14.17% 14.36% 13.08

% 18.33% 22.50% 17.65%

11 17 9 53 26 14 11 9 15 Bank fines (such as when you cut into your overdraft 14.14% 12.07% 16.92% 15.24% 17.68% 22.43

% 10% 10% 15.29%



limit) 14 14 11 57 32 24 6 4 13

When buying property / estate agent fees

14.14% 16.38% 4.62% 11.76% 16.02% 16.82% 15% 7.50% 10.59%

14 19 3 44 29 18 9 3 9

When renting a property 6.06% 4.31% 0% 5.08% 2.76% 8.41% 3.33% 2.50% 4.71% 6 5 0 19 5 9 2 1 4

MOT costs / car repairs 18.18% 25% 30.77% 25.13% 25.97% 23.36

% 28.33% 12.50% 21.18%

18 29 20 94 47 25 17 5 18

Buying a car 9.09% 11.21% 6.15% 6.68% 6.08% 14.02

% 3.33% 2.50% 4.71%

9 13 4 25 11 15 2 1 4


% 11.67% 7.50% 14.12%

19 13 11 45 25 16 7 3 12

Booking fees 37.37% 36.21% 43.08% 34.49% 30.94% 36.45

% 31.67% 37.50% 29.41%

37 42 28 129 56 39 19 15 25

None of the above 26.26% 21.55% 24.62% 16.31% 30.39% 18.69

% 36.67% 27.50% 28.24%

26 25 16 61 55 20 22 11 24

Other (See section 10) 0% 0.86% 0% 0.27% 1.66% 0.93% 1.67% 0% 0% 0 1 0 1 3 1 1 0 0

Choice Portsmouth Sheffield S’hamp-ton

Swan-sea

Wolver-hampton

Worce-ster Wrexham York


17.14% 22.11% 14.10% 18.42% 27.59% 25% 25% 28.26% 6 21 11 7 8 4 5 13

Extra costs when signing up to a gym

5.71% 3.16% 1.28% 0% 0% 0% 5% 6.52% 2 3 1 0 0 0 1 3


8.57% 16.84% 16.67% 15.79% 13.79% 6.25% 10% 26.09%

3 16 13 6 4 1 2 12

Parking tickets 20% 11.58% 8.97% 7.89% 17.24% 25% 25% 8.70% 7 11 7 3 5 4 5 4

Solicitor fees 11.43% 20% 15.38% 15.79% 20.69% 6.25% 15% 10.87% 4 19 12 6 6 1 3 5


8.57% 9.47% 10.26% 10.53% 24.14% 25% 25% 15.22%

3 9 8 4 7 4 5 7

When buying property / estate agent fees

11.43% 15.79% 7.69% 10.53% 13.79% 0% 20% 17.39% 4 15 6 4 4 0 4 8

When renting a property 5.71% 2.11% 3.85% 0% 6.90% 0% 0% 2.17% 2 2 3 0 2 0 0 1

MOT costs / car repairs 8.57% 23.16% 28.21% 13.16% 41.38% 6.25% 15% 30.43% 3 22 22 5 12 1 3 14

Buying a car 0% 11.58% 5.13% 10.53% 13.79% 0% 5% 13.04% 0 11 4 4 4 0 1 6


% 40% 4.35%

2 9 12 2 9 2 8 2

Booking fees 20% 40% 28.21% 26.32% 48.28% 37.50

% 50% 34.78%

7 38 22 10 14 6 10 16

None of the above 31.43% 35.79% 25.64% 28.95% 6.90% 37.50

% 35% 21.74%

11 34 20 11 2 6 7 10

Other (See section 10) 2.86% 0% 1.28% 0% 3.45% 0% 0% 0% 1 0 1 0 1 0 0 0



7. Leaseholder responses Leaseholder breakdown summary

Leasehold Owners % Responses

Currently own property leasehold 23.25% 465 Previously owned property leasehold 14.25% 285 Have never owned property leasehold 62.50% 1,250


Choice Currently own property leasehold

Previously owned property leasehold

Have never owned property leasehold

Yes 73.98% 89.12% 87.36% 344 254 1,092

No 26.02% 10.88% 12.64% 121 31 158




Yes 54.84% 77.89% 255 222

No 45.16% 22.11% 210 63


Years Currently own property leasehold


0-10 5.49% 2.70% 14 6

11 - -60 8.63% 3.60% 22 8

41-80 13.73% 9.01% 35 20

81-100 34.51% 58.56% 88 130

101-150 16.47% 12.61% 42 28

151+ 21.18% 13.51% 54 30

Average 94.66 95.73






Yes, I knew that 43.66% 47.72% 203 136

No, I didn't know that 56.34% 52.28% 262 149




Yes 43.44% 62.11% 202 177

No 22.58% 17.19% 105 49

Not sure/can't remember 33.98% 20.70% 158 59


Advice Choice Currently own property leasehold



Yes 29.21% 29.94% 59 53

No 41.09% 35.59% 83 63

Can`t remember 29.70% 34.46% 60 61


Yes 24.26% 26.55% 49 47

No 44.06% 38.98% 89 69

Can`t remember 31.68% 34.46% 64 61





Yes 28.57% 16.33% 30 8

No 39.05% 28.57% 41 14

Can`t remember 32.38% 55.10% 34 27


Yes 22.86% 20.41% 24 10

No 41.90% 22.45% 44 11

Can`t remember 35.24% 57.14% 37 28




Statement Choice Currently own property leasehold



Yes 35.70% 49.82% 166 142

No 43.66% 31.93% 203 91

Can`t Remember 20.65% 18.25% 96 52


Yes 29.25% 42.11% 136 120

No 47.10% 37.89% 219 108

Can`t Remember 23.66% 20% 110 57





Yes 24.09% 22.11% 112 63

No 38.49% 34.39% 179 98

Can`t remember 37.42% 43.51% 174 124


Yes 22.37% 27.02% 104 77

No 39.78% 34.04% 185 97

Can`t remember 37.85% 38.95% 176 111


£s Currently own property leasehold


0-500 24.73% 21.75% 115 62

501-1,000 17.85% 19.30% 83 55

1,001-2,000 26.02% 30.53% 121 87

2,001-5,000 12.04% 14.04% 56 40

5,001-10,000 10.54% 8.77% 49 25

10,001+ 8.82% 5.61% 41 16

Average £2,679.99 £2,367.96






Yes 11.18% 8.07% 52 23

No 60.22% 62.46% 280 178

Can't remember 28.60% 29.47% 133 84




Yes 30.75% 37.89% 143 108

No 30.11% 24.21% 140 69

Can't remember 39.14% 37.89% 182 108




Yes 15.48% 18.60% 72 53

No 64.95% 66.32% 302 189

Can't remember 19.57% 15.09% 91 43




Yes 20.43% 15.09% 95 43

No 50.32% 51.58% 234 147

N/A / can't remember 29.25% 33.33% 136 95




Yes 11.18% 5.96% 52 17

No 88.82% 94.04% 413 268






Yes, definitely 57.69% 11.76% 30 2

I think so 36.54% 41.18% 19 7

No 5.77% 47.06% 3 8


£s Currently own property leasehold


0-500 9.62% 17.65% 5 3

501-1,000 5.77% 17.65% 3 3

1,001-1,500 23.08% 11.76% 12 2

1,501-2,000 25% 17.65% 13 3

2,001-3,000 19.23% 11.76% 10 2

3,001-5,000 5.77% 23.53% 3 4

5,001-7,000 5.77% 0% 3 0

7,001-10,000 1.92% 0% 1 0

10,001+ 3.85% 0% 2 0

Average £2,399.51 £1,868.06




Statement Currently own property leasehold


We couldn't go on a holiday we'd planned 28.85% 5.88% 15 1


25% 29.41% 13 5

Had to borrow money from family / friends 30.77% 11.76% 16 2

Had to get a loan 17.31% 11.76% 9 2

Became involved in a legal battle 13.46% 11.76% 7 2

Effected our quality of life / mental wellbeing 15.38% 11.76% 8 2

Me / my partner got anxiety / depression 7.69% 5.88% 4 1

Had to completely re-plan the next few years 5.77% 11.76% 3 2

Other 3.85% 23.53% 2 4

None - it did not affect me 5.77% 17.65% 3 3




Yes 12.47% 9.47% 58 27

No 87.53% 90.53% 407 258



21) If a solicitor neglects to inform you of something which later affects your life badly/incurs costs, what are you most likely to do?





17.20% 13.68% 6.24% 80 39 78


23.87% 18.95% 8.16% 111 54 102


9.89% 7.37% 3.04% 46 21 38


46.02% 57.19% 81.04% 214 163 1013

Other (See section 9) 3.01% 2.81% 1.52% 14 8 19








36.13% 41.40% 38.72% 168 118 484


20.86% 21.40% 21.12% 97 61 264

Missing / ignoring small print 24.52% 27.72% 29.20% 114 79 365


22.37% 32.28% 20.80% 104 92 260


16.56% 21.75% 14.96% 77 62 187


9.89% 14.74% 10% 46 42 125


10.11% 17.19% 11.36% 47 49 142


28.17% 38.25% 40.40% 131 109 505

Leaving paperwork to my other half 7.74% 9.12% 9.84% 36 26 123

Not checking my bank statements 5.81% 7.37% 7.44% 27 21 93


5.16% 6.32% 5.52% 24 18 69


4.09% 7.02% 5.52%

19 20 69


1.94% 2.11% 0.96% 9 6 12


1.29% 1.40% 0.88%

6 4 11


12.26% 16.84% 19.20% 57 48 240

None of the above 21.72% 23.86% 22.56% 101 68 282







Extra costs to my phone bill 22.37% 28.07% 21.36% 104 80 267

Extra costs when signing up to a gym 6.88% 7.37% 2.32% 32 21 29

Getting work done on the house/home improvements

16.77% 23.16% 17.52% 78 66 219

Parking tickets 17.42% 17.19% 13.12% 81 49 164

Solicitor fees 15.05% 19.30% 13.68% 70 55 171


15.91% 17.19% 14.08% 74 49 176

When buying property / estate agent fees 12.69% 15.79% 12.24% 59 45 153

When renting a property 5.38% 5.26% 2.88% 25 15 36

MOT costs / car repairs 25.81% 27.37% 22.80% 120 78 285

Buying a car 7.53% 9.47% 8.16% 35 27 102

Credit card charges 14.62% 15.79% 11.92% 68 45 149

Booking fees 29.03% 40% 32.64% 135 114 408

None of the above 23.44% 17.54% 27.20% 109 50 340

Other (See section 10) 0.65% 1.05% 0.64% 3 3 8



8. Free text responses to question 20 20. If so, please tell us your horror story as a leaseholder in as much detail as possible, including how much you may have had to pay and the effects that it may have had on your life. (Please note all free text answers are monitored) 15000 and they ripped us off A few years after buying our leasehold flat, we decided as the lease was approaching 60 years, to buy out the freehold in conjunction with the owners of the flat below. This we did successfully and for a couple of years, all was well. However on the death of our downstairs neighbour, the flat was sold and in the transfer of the portion of the freehold to the new owner, we were sent the wrong form by the solicitors and unwittingly signed away our portion of the freehold to him too. This was not noticed by us or our solicitors until we came to sell our flat and the entries on the Land Registry showed our property as being leasehold. We then tried to reverse the situation and have the freeholder give back our part of the freehold but to no avail. This resulted in our original sale/purchase falling through and us having to re-market the flat as a leasehold property. a friend had all sorts of problem with additional costs to managing agents Basically I had to pay an extra fee on top of the lease to continue the lease at the end of the agreement. Being charged for an 'at desk' valuation by my landlord, this valuation wasn't worth the paper it was written on but cost £300 Bought my property and never enquired about the lease but later on I found out that layby at front was at leasehold and I had to pay 100 pound every month and I also had to get permission from council every time I make any changes can't recall cant remember Change in management company resulted in setting up a sinking fund (which was good) but the service charge demand increased massively as a result. When I initially got the bill it made me cry as I couldn't afford to pay it. cost don't remember don't wish to reveal these details here dreadful maintenance company who seemed to charge what they thought they liked and it was so expensive - my monthly maintenance became higher than my mortgage payments

Each leaseholder had individual responsibility for own pert of building. Leaseholder above my flat didn't maintain their property properly which impacted on me ( water through ceiling repeatedly for example.) ended up owing a lot of money due to their mistakes. Extremely poor management by managing agent, non-compliance with leasehold management law, poor contract maintenance, service charge disputes .... now thankfully all resolved with excellent current managing agent failure to upkeep building to satisfactory standard Fortunately , thus was curtailed by moving out if the property I had to pay £200 and I was horrified I had to pay £3000 to extend my lease to sell my property it cost 400 pounds and was a real inconvenience It nearly bankrupted us! It was a big story but I don't have much time to explain here... I was trying to extend my lease and found there were so many issues from landlord....

It was a second property with a small amount left on leasehold making the initial purchase far cheaper for a second holiday home. This was known at the time of the purchase and the value of the leasehold to pay to extend the terms. What was unknown at the time was the extent of the fees used by the chosen solicitor and their subsequent mistakes causing extra fees to be added. What seemed like a good value to start ended up to be quite expensive.

It was great My solicitor was a nightmare who lied and charged me double the amount losing me thousands not given the facts not my experience but heard of others having to pay huge amounts of ground and upkeep rent. over 1500 pounds over priced painting bill Paid 15.400 quid for dry rot! PRIVATE ROOF Served a section 20 notice and the service charge I had been paying did not cover all the expenses. it when then discovered that the items I was being billed for were not my responsibility. Still had to make a payment of £60.00 a month extra until the discovered what error they made. this went on for 6 months and now they have used the credit on my account so won't be getting a refund. Solicitor was a nightmare. Faffed around and cost me a fortune in rent. Suddenly gave me a call saying the vendor was going to pull out if I didn't complete today. Had to take time off work and arrange a bankers draft in short order. Collected it and got out to the solicitor's office about 4:30pm only to find that they'd moved and hadn't told me. Just awful. Please don't get me started on my freeholder. The block of flats were renovated and they had to pay a percentage of the cost



The ground rent (for everyone on the estate) was £60 per year (for us). Last spring the council put ours up to £1100 and this rise is typical of all houses on the estate. We all got together and paid for legal advice which went on for over a year. At the end of it, the council reduced to £400 per year and will not budge from that. They have however graciously allowed those who can afford it to buy the freehold (will be £6000+). We are in the fortunate position of being able to do this. However we are now sick of the house and as soon as this is over we intend to sell and live in a caravan. We have had enough of home ownership. At the time of buying we were advised by our solicitor that this could NOT happen. He said it was a 'funny' lease and would go up (perhaps even double) but it was not possible for it go up 'astronomically'. In the meantime our solicitor went bankrupt and is no longer practicing. We have been in touch with the Law Society (I think) who would take over his details, in regard to compensation, but no real response. I don't think they can find his or our details. Toll too personal took down extension We bought our lease after they told us we were not allowed to have a satellite dish or build a shed without their permission. we had to pay an unexpected cost of approximately 1,200 which affected our finances for that year, meaning that we couldn't go on holiday or afford other luxuries.

We owned a flat in a block of flats. There was forever works going on that we would get huge builds for. Literally being charger £200 to paint hallways and stairs. We were told we had 5 years to pay up before the lease was renewed.



9. Free text responses to question 21 21. If a solicitor neglects to inform you of something which later affects your life badly / incurs costs, what are you most likely to do? Check the paperwork I signed and if there's a case, then take them to the cleaners Check with CAB about possibility of redress and appropriate routes Complain about them with the solicitors association Complain direct then (if needed) through their professional body Complain to the Law Society Complain to the Law Society but expect them to protect their own so nothing comes of it. Contact another solicitor to sort out the mess Contact the neglectful solicitor Contact the solicitor Contact the solicitors' governing body, and if still no joy there, go on to the ombudsman Discuss with solicitor Don’t know Do not know Don't know Don’t really know. Find out if solicitors have ombudsman and go to them Get advice about options Go to the solicitor at fault first and complain. No joy, go to another solicitor and contact Law Society. I don't know I don't use a solicitor If it is due to their neglect, will take the matter up with The Law Society I'm sorry - I thought I ticked the box for freehold rather than for leasehold. Inform the solicitor and hope they repay It depends on what it is and how much it costs Look into it and if necessary report it N/A N/A No idea Not sure Not Sure, Depends on circumstances Query my rights Report the solicitor to the ombudsman which governs them Report them to their governing body and sue them for compensation See what my rights are for redress Take advice Take it up directly with the solicitor involved in the first instance Take it up with them & come to an amicable solution Take out a case against the solicitor Talk to the solicitors as a reasonable human being Talk to the SRA, Law Society Try to get money back, but fail.



10. Free text responses to question 23 23. In what kind of scenarios do you most commonly feel duped out of money which you end up paying anyway? Absolutely NONE - I always cause a fuss and threaten and even take them to the County Court where I always win! Believing claims on beauty products, ie creams and slimming pills which turn out to be a waste of money Car hire abroad Dealing with the NHS in Hampshire where the answer to everything is that's not funded in your area although the local MP swears we get as much funding put into the NHS as elsewhere Divorce settlement Financial advice Home insurance not paying up If I'm not sure of a market rate and can't find comparisons Mobile phones charges, utility bills Signing as guarantor for 17 year old and him not keeping up payments to me I ended up footing the bill. Supermarkets selling out of date food and not taking special offers off at the checkout & not realising until I'm home When buying new spectacles When out with other people for a meal. I eat very little but still pay half

Have you been affected by leasehold negligence?

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Bolt Burdon Kemp 2015 Leaseholder Survey Results

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Transcript of Bolt Burdon Kemp 2015 Leaseholder Survey Results