5 star review

We undertook our second annual beneficiary survey to gain further understanding of the impact our support makes on Freemasons and their families, as well as their experiences of applying for support. This second annual survey also provided the opportunity to benchmark their expectations and experiences against the results of last year’s survey.

We are delighted to see that the results show an improvement on the results of last year’s survey. To achieve such positive feedback requires a high level of commitment and professionalism from every team across the MCF. Our enquiries team acts as the first point of contact for most applicants and the grants team process applications, but all of the other teams – from administration to communications, and from finance to fundraising – are vital and make our grant-making possible.

Of those who reported anxiety before contacting us, the majority indicated that their stress levels had been almost completely eradicated following notification that they would receive a grant.

The majority of our beneficiaries, both repeat and new, found out about MCF support through their Lodge or Provincial Almoner, which reminds us of the importance of providing resources for these vital volunteers.

Almost a third of the people we helped were made aware of other types of support they were eligible for in addition to what they had initially applied for.

Of the first-time beneficiaries surveyed, almost all felt that the response time to their enquiry met or exceeded their expectations. Additionally, of those who applied, the vast majority were happy with the length of time it took for their application to be processed.

Almost all first-time beneficiaries surveyed reported that the application process was explained clearly to them and they were made aware of how long the process may take.

We were happy to hear that almost all applicants felt the enquiry officer's knowledge and professionalism when responding to their enquiry either met or exceeded their expectations.

A staggering 99 per cent felt the process of applying for support was a positive experience – we hope this encourages families to get in touch if they have a financial, health, family or care-related need.

We put a great deal of research and thought into our policies to ensure that the support we provide is fit for purpose, so it was reassuring that 99 per cent of those surveyed were satisfied with the size of their grant.

“I honestly don't know what I would have done without the MCF's support. It was my last chance to get back to the life I had before my accident.”

Sean

“The MCF's support meant I didn't lose my home, and gave me breathing space to focus on both mine and my partner's health.”

Martin

“The help I've received from the MCF has made such a difference to our lives. I can't change that my boys will forever live without their dad, but the support will help us to make new memories.”

Kim