Housing Partners Research into Tenant Perceptions David Clayton, - PowerPoint PPT Presentation

Housing Partners Research into Tenant Perceptions David Clayton, Head of Partner Innovation PUBLIC | INTERNAL USE ONLY | CONFIDENTIAL (UNCONTROLLED 1 IF PRINTED)

Introducing Housing Partners Housing Partners software supports over 700 social housing providers and local authorities empower their tenants, increase organisational productivity, reduce risk and manage costs. PUBLIC 2

The Big Tenant Survey  Delivered with the Centre for Regional Economic and Social Research at Sheffield Hallam University.  The survey was conducted on line with tenants active on ‘HomeSwapper’ and distributed via social media and Landlords across the UK. PUBLIC 3

The Big Tenant Survey  Around 20,000 responses were gathered from the survey.  The questionnaire covered a range of topics including:  Socio-demographic information  Housing tenure  Landlord, home and area perceptions  Income and economic activity PUBLIC 4

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The Respondents Age profile Under 25 Gender years 4% 65+ years Male 13% 25-34 38% years 23% 55-64 years Female 23% 62% 35-44 years 16% 45-54 years 21% PUBLIC 6

The Respondents Household composition Ethnicity Other multi Other person Black Asian 2% 3% Couple 5% 2% 20% Single White person other 32% 3% Couple with dep.s 25% Lone parent White 20% British/ Irish 88% PUBLIC 7

The Respondents South East, 20% London, 18% South West, 12% West Midlands, 10% East Midlands, 9% East of England, 7% Region North West, 7% Wales, 6% Yorkshire & the Humber,5% Scotland, 4% North East, 1% Northern Ireland, 0% PUBLIC 8

The Respondents Housing Working/ Non- Working Benefit Full HB 28% Not on 51% HB 44% Partial HB 28% PUBLIC 9

Property Type Other Maisonette 1% 5% House 41% Flat 43% Bungalow 10% PUBLIC | INTERNAL USE ONLY | CONFIDENTIAL (UNCONTROLLED 10 IF PRINTED)

Key Findings – Satisfaction with Landlord & Area  60% of tenants were satisfied with the service provided by their landlord; up from 44% last year.  Satisfaction with landlord services varied considerably by factors such as age - younger people less satisfied.  A slightly higher proportion of tenants were 'Detractors' of their landlord than were 'Promotors‘.  Being satisfied that their landlord listens to their views and acts upon them had the largest influence on the likelihood of a tenant being a 'Promotor’. PUBLIC 11

What is Net Promoter?  The Net Promoter Score measures the willingness of tenants to recommend their landlord to others. It is an index ranging from -100 to 100 that is computed by subtracting the percentage of tenants who are 'Detractors' from the percentage who are 'Promotors'. A positive score - greater than zero - is said to be good, and an NPS of over 50 is excellent. NPS Examples: Bottom Top   RyanAir: - 61 Amazon: 76  Apple: 69  HSBC: -42  First Direct: 61  O2: -14  Kindle: 59  US Airways - 8 PUBLIC | INTERNAL USE ONLY | CONFIDENTIAL (UNCONTROLLED 12 IF PRINTED)

Net Promoter Main reason for being a Detractor Problems with repairs and maintenance, 26% Too few opportunities to move house, 12% The behaviour of other tenants, 12% Poor quality of the properties, Detractors, 40% Neutral, 25% Promotors, 35% 9% Lack of help/support with health/care needs, 6% Problems with landlord services, 6% Rent charged, 6% Other, 23% PUBLIC 13

Net Promoter Score by age 65+ years, 15 55-64 years, 3 45-54 years, -5 35-44 years, -16 25-34 years, -15 Under 25 years, -17 PUBLIC 14

Net Promoter Score by region North East, 29 Wales, 16 North West, 7 Yorkshire & the Humber, 5 West Midlands, 1 South West, 1 East Midlands, -2 Scotland, -3 East of England, -3 South East, -10 London, -29 Northern Ireland, -37 PUBLIC 15

Satisfaction Questions Accommodation Area as place to live Landlord service 73% 62% 60% Affordable to heat Rent provided VFM Landlord listens and acts home in winter 45% 60% 42% PUBLIC 16

Mobility  Around half of tenants were actively trying to move but only 41% want to move.  The most commonly cited reasons for wanting to move (or moving) were neighbourhood or accommodation based.  Only a small proportion cited welfare reforms as a reason why they had or were actively trying to move.  Only 16% of tenants actively trying to move would consider a move into the PRS. PUBLIC 17

Reasons for last move To move to a better area, 25% Wanted a larger house/flat, 24% Previous accommodation was unsuitable, 24% Problems with neighbours, 17% To be nearer to friends or relatives, 16% Other family/personal 2 per cent moved due to RSRS (Bedroom Tax) reasons, 14% Wanted a smaller house/flat, 12% Previous accommodation was in poor condition, 11% PUBLIC 18

Mobility aspirations Reasons for wanting to move Want to move from their current home Want a larger house/flat, 38% To move to a better area, 34% 41% To be nearer to friends or relatives, 27% Problems with neighbours, 25% Actively trying to move Current accommodation is unsuitable, 23% PUBLIC 19

Mobility options Would you consider changing landlord? Yes: Housing option offered by landlord private Home Swap Waiting list Transfer list rented No only 15% 0% 71% 24% 21% Yes: social or private Stay put Move to PRS Not spoken to landlord rented 16% Yes: social rented 15% 7% 20% only 69% PUBLIC 20

Financial Circumstances  The financial circumstances of many tenants are precarious; just under half 'often' ran out of money in the last 12 months.  7% were in arrears; however this varied dramatically by age, with the percentage reducing as age increased.  31% of tenants had difficulties paying their rent in the last year.  Reduction in or problem with benefits was the most prominent reason.  When they experienced problems over a quarter could not mange to make ends meet. PUBLIC 21

In rent arrears In rent arrears by age band Not up to date with rent 65+ years, 2% 55-64 years, 5% 7% 45-54 years, 8% 35-44 years, 9% 25-34 years, 10% Under 25 years, 14% PUBLIC 22

Difficulties paying rent in the past year Difficulties paying rent Difficulties experienced in the past year Reduction/ problems with benefits, 33% Unemployment, 27% 31% Illness, 26% Increase in the rent, 26% Working fewer hours, 25% Reduction with benefits: Unexpected council tax or • 11% HB delays utility bills, 22% • 11% Bedroom tax Domestic • 9% other benefit reduction problems, 6% • 5% sanctioned Other debts or responsibilities, 28% Other difficulties, 21% PUBLIC 23

How tenants make ends meet Cut back on spending, 54% Borrowed from family/friends, 39% Used credit card or overdraft, 20% Family/friends gave money to help out, 16% Took out loan, 12% Claimed benefits, 11% Got a job/worked more hours, 10% Didn’t make ends meet, 28% PUBLIC 24

How often did you run out of money in the last 12 months Often run out of money 49% PUBLIC 25

Right to Buy & other issues  A third of HA tenants in England stated it was likely that they would take up the opportunity to buy their home.  However for many of these tenants further analysis suggests this was unrealistic based on their current circumstances.  Tenants overall had a commitment to the sector and don't buy into dominant narratives about the sector.  Respondents were firmly of the view that social housing was better than the PRS (Private Rented Sector). PUBLIC 26

Right to Buy HA tenants: How likely would you be to take up this opportunity to buy your 33% current home? 'Very' or 'fairly' likely: PUBLIC 27

Right to Buy – unrealistic expectations? Of the 33 per cent who said they were likely to take up opportunity:  71% in workless households  61% had a household income less than c£21k per year  41% on HB  22% aged 55+ years  7% in rent arrears PUBLIC 28

View of Social Housing Social housing Social housing provides poor provides good 13% 35% quality housing quality housing Social housing Social housing better than private worse than 64% 5% rented housing private rented housing Social housing Social housing better than home worse than home 17% ownership 24% ownership PUBLIC 29

Views on Social Housing Social housing Social housing landlords should landlords should 12% 39% sell off their not sell off their properties in properties in expensive areas expensive areas Social housing Social housing provides a good provides a bad 62% 3% home home Social housing Social housing provides provides does not provide 35% 13% opportunities to opportunities to buy a home buy a home PUBLIC 30

View on Social Housing Social housing Social housing should be a should be 30% 32% safety net only available to all available to those in housing need Social housing Social housing provides a makes work 10% 42% disincentive to viable work Social housing Social housing makes tenants does not make 12% 33% dependent on tenants help with housing dependent on help with housing PUBLIC 31

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