STAR SURVEY RESULTS What is it? Postal survey of all tenants - PowerPoint PPT Presentation

STAR SURVEY RESULTS What is it? • Postal survey of all tenants • Standardised questions • Used by 500 social housing providers • Perceptions not necessarily direct experience of receiving a service • Responses on 5 point scale (Very satisfied- Very dissatisfied) 18/01/2017 Presentation to Scrutiny 1

Response rate • 1,395 completed surveys • Confidence level +/- 2.1% • Weightings applied for sheltered/ general needs and by Neighbourhood patches (1,2,3 and 4) 18/01/2017 Presentation to Scrutiny 2

Core questions of Glamorgan quartile % quartile % Median % Upper Lower Vale Service provided by landlord 81.3% 87% 84% 81% Quality of home 83% 86% 81% 79% Neighbourhood as a place to live 88.3% 88% 85% 80% Value for money of rent 85.2% 85% 82% 77% Value for money of service charge 77% 76% 71% 63% Repairs and maintenance service 75% 83% 79% 72% Listens to views and acts on them 68.9% 69% 67% 56% Key Upper Above Below Lower quartile median median quartile 18/01/2017 Presentation to Scrutiny 3

Satisfaction with overall quality of home Satisfied Neither Dissatisfied Barry East 85% General needs 6% All tenants 83% 11% Barry West 79% Eastern Vale 85% General needs 83% 6% 12% Western Vale 81% tenants Sheltered Eastern Vale 90% housing 3% Sheltered housing 91% 6% Western Vale 91% tenants 18/01/2017 Presentation to Scrutiny 4

Satisfaction with rent as value for money Satisfied Neither Dissatisfied 4% 7% 8% 8% Value for money of rent 11% 11% 4% 7% 7% 7% 11% 12% Value for money of service charge Barry East 79% 72% General needs Barry West 84% 78% 92% 86% 85% 85% 78% 77% Eastern Vale 91% 82% Western Vale 84% 75% Sheltered Eastern Vale 93% 86% housing Rent Service Rent Service Rent Service charge charge charge Western Vale 90% 87% All tenants General needs Sheltered housing tenants tenants 18/01/2017 Presentation to Scrutiny 5

Satisfaction with neighbourhood Satisfied Neither Dissatisfied Neighbourhood as a place to live Appearance of neighbourhood 4% 5% 8% 8% 2% 3% 14% 15% 4% 4% 5% 5% Barry East 83% 70% General needs Barry West 83% 75% 94% 93% 88% 88% 80% 79% Eastern Vale 91% 86% Western Vale 94% 85% Sheltered Eastern Vale 95% 94% housing Place to live Appearance Place to live Appearance Place to live Appearance Western Vale 92% 90% All tenants General needs Sheltered housing tenants tenants 18/01/2017 Presentation to Scrutiny 6

Local problems Rubbish or litter Major problem Minor problem 66% Car parking 61% 29% Rubbish or litter 37% Dog fouling / dog mess 35% 50% Car parking 26% 20% Noisy neighbours Dog fouling / dog mess 33% 30% 13% Noisy neighbours Disruptive children / teenagers 30% 20% 8% Disruptive children / teenagers Noise from traffic 29% 22% 9% Noise from traffic Drug use or dealing 26% 20% 11% Drug use or dealing 15% Other problems with pets and… 24% 8% Other problems with pets and… 16% Drunk or rowdy behaviour 23% 8% Drunk or rowdy behaviour 16% Vandalism and graffiti 18% 4% Vandalism and graffiti 14% Other crime 16% 3% Other crime 13% People damaging your property 14% 4% People damaging your property 10% Racial or other harassment 8% 2% Racial or other harassment 6% Abandoned or burnt out vehicles 4% 1% Abandoned or burnt out vehicles 4% 18/01/2017 Presentation to Scrutiny 7

Customer service Dissatisfied residents Final outcome Friendly and 84% approachable 5% 72% 71% staff Quickly and 85% efficiently Ease to contact 80% 80% 25% right person Helpfulness of staff 88% 81% 81% Helpfulness of 10% staff Ease to contact right person 73% 66% 65% Quickly and 13% Friendly and efficiently approachable staff 90% 85% 85% Final outcome 21% All tenants General needs Sheltered tenants 18/01/2017 Presentation to Scrutiny 8

Communication and information Satisfied Neither Dissatisfied Kept informed Listens to views and acts on them 9% 11% 15% 15% 18% 19% 13% 14% Barry East 66% 70% 16% 16% 12% 12% General needs Barry West 65% 66% 78% Eastern Vale 77% 71% 75% 70% 69% 69% 68% Western Vale 69% 66% Sheltered housing Eastern Vale 78% 74% Informed Listens to Informed Listens to Informed Listens to views views views Western Vale 79% 77% All tenants General needs Sheltered housing tenants tenants 18/01/2017 Presentation to Scrutiny 9

Service priorities 18/01/2017 Presentation to Scrutiny 10

Net Promoter score- customer loyalty How likely are you to recommend us to a family member or a friend? 18/01/2017 Presentation to Scrutiny 11

Comments 18/01/2017 Presentation to Scrutiny 12

Drivers of satisfaction (overall service) 18/01/2017 Presentation to Scrutiny 13

Drivers (repairs) 18/01/2017 Presentation to Scrutiny 14

Key strands diversity 60+yrs 35-59yrs 34yrs and under • Property type – Higher satisfaction 78% Listens to views and acts on them 57% rating from tenants living in 53% bungalows compared with flats 78% Kept informed 61% 59% and houses. 84% Repairs & maintenance service 66% 53% • Number of bedrooms – Tenants 79% Final outcome 65% living in one-bedroom properties 56% 85% awarded higher ratings than those Quickly and efficiently 77% 64% with more bedrooms. 72% Ease to contact right person 63% 50% • Age - Younger tenants far are less 90% Friendly and approachable staff 82% 68% satisfied. 83% Value for money of service charge 67% 72% • National identity - Tenants who 91% Value for money of rent 77% 78% identified themselves as English on 93% some occasions awarded slightly Neighbourhood as a place to live 85% 68% higher ratings. 91% Quality of home 75% 64% • 88% Health and gender – Little impact Services provided by landlord 75% 63% on satisfaction. 18/01/2017 Presentation to Scrutiny 15

Areas of dissatisfaction Ease to contact right person 25% Right first time 22% Time taken before work started 21% Final outcome 21% Kept informed 18% Repairs & maintenance service 18% Speed of completion of work 16% Listens to views and acts on… 15% Appearance of neighbourhood 14% Being told when workers… 14% Being able to make an… 14% Overall quality of work 14% Complaints 13% Services provided by landlord 13% Quickly and efficiently 13% 18/01/2017 Presentation to Scrutiny 16

Some conclusions (1) + High satisfaction with neighbourhood + Staff are friendly and approachable + Rent is good value for money - Slightly lower satisfaction with repairs and maintenance - Not all tenants find it easy to contact staff - Some tenants don’t feel listened to 18/01/2017 Presentation to Scrutiny 17

Communicating the results • Tenant Working Group • Scrutiny to review findings • To staff (staff net, team meetings) • To tenants (newsletter) • Liaise with Comms team regarding the message 18/01/2017 Presentation to Scrutiny 18

Next steps • Review and discuss results • Identify key issues and priorities • Build action plan • Service improvement or comms? • Review approach to gathering satisfaction data (one off exercise versus more regular canvassing of opinions; perception versus transactional survey) 18/01/2017 Presentation to Scrutiny 19