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

Housing Partners Research into Tenant Perceptions

David Clayton, Head of Partner Innovation

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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.

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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.

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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

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5

The Respondents

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Male 38% Female 62%

Gender

Under 25 years 4% 25-34 years 23% 35-44 years 16% 45-54 years 21% 55-64 years 23% 65+ years 13%

Age profile

The Respondents

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Couple 20% Couple with dep.s 25% Lone parent 20% Single person 32% Other multi person 3%

Household composition

White British/ Irish 88% White

• ther

3% Asian 2% Black 5% Other 2%

Ethnicity

The Respondents

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

Region

The Respondents

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Working/ Non- Working

Full HB 28% Partial HB 28% Not on HB 44%

Housing Benefit

51%

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House 41% Bungalow 10% Flat 43% Maisonette 5% Other 1%

Property Type

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'
• f 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’.

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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

• f over 50 is excellent.

NPS Examples:

• RyanAir: - 61
• HSBC: -42
• O2: -14
• US Airways - 8

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• Amazon: 76
• Apple: 69
• First Direct: 61
• Kindle: 59

Top Bottom

Net Promoter

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Main reason for being a Detractor

Other, 23% Rent charged, 6% Problems with landlord services, 6% Lack of help/support with health/care needs, 6% Poor quality of the properties, 9% The behaviour of

• ther tenants,

12% Too few

• pportunities to

move house, 12% Problems with repairs and maintenance, 26%

Detractors, 40% Neutral, 25% Promotors, 35%

Net Promoter Score by age

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Under 25 years,

• 17

25-34 years,

• 15

35-44 years,

• 16

45-54 years,

• 5

55-64 years, 3 65+ years, 15

Net Promoter Score by region

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Northern Ireland,

• 37

London, -29 South East,

• 10

East of England,

• 3

Scotland,

• 3

East Midlands,

• 2

South West, 1 West Midlands, 1 Yorkshire & the Humber, 5 North West, 7 Wales, 16 North East, 29

Satisfaction Questions

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73%

Accommodation

62%

Area as place to live

60%

Landlord service

60%

Rent provided VFM

42%

Landlord listens and acts

45%

Affordable to heat home in winter

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.

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Reasons for last move

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Previous accommodation was in poor condition, 11% Wanted a smaller house/flat, 12% Other family/personal reasons, 14% To be nearer to friends or relatives, 16% Problems with neighbours, 17% Previous accommodation was unsuitable, 24% Wanted a larger house/flat, 24% To move to a better area, 25%

2 per cent moved due to RSRS (Bedroom Tax)

Mobility aspirations

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Actively trying to move

41%

Want to move from their current home

Current accommodation is unsuitable, 23% Problems with neighbours, 25% To be nearer to friends or relatives, 27% To move to a better area, 34% Want a larger house/flat, 38%

Reasons for wanting to move

Mobility options

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Yes: social rented

• nly

69% Yes: social or private rented 16% Yes: private rented

• nly

0% No 15%

Would you consider changing landlord?

71% 24% 21%

Home Swap Waiting list Transfer list

15% 7% 20%

Stay put Move to PRS Not spoken to landlord

Housing option offered by landlord

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.

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In rent arrears

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7%

Not up to date with rent

Under 25 years, 14% 25-34 years, 10% 35-44 years, 9% 45-54 years, 8% 55-64 years, 5% 65+ years, 2%

In rent arrears by age band

Difficulties paying rent in the past year

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31%

Difficulties paying rent in the past year

Reduction with benefits:

• 11% HB delays
• 11% Bedroom tax
• 9% other benefit reduction
• 5% sanctioned

Other difficulties, 21% Other debts or responsibilities, 28% Domestic problems, 6% Unexpected council tax or utility bills, 22% Working fewer hours, 25% Increase in the rent, 26% Illness, 26% Unemployment, 27% Reduction/ problems with benefits, 33%

Difficulties experienced

How tenants make ends meet

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Didn’t make ends meet, 28% Got a job/worked more hours, 10% Claimed benefits, 11% Took out loan, 12% Family/friends gave money to help out, 16% Used credit card

• r overdraft,

20% Borrowed from family/friends, 39% Cut back on spending, 54%

How often did you run out of money in the last 12 months

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49%

Often run out of money

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).

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Right to Buy

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HA tenants: How likely would you be to take up this opportunity to buy your current home?

'Very' or 'fairly' likely:

33%

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

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View of Social Housing

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35% 13%

Social housing provides good quality housing Social housing provides poor quality housing

5% 64%

Social housing worse than private rented housing Social housing better than private rented housing

24% 17%

Social housing worse than home

• wnership

Social housing better than home

• wnership

Views on Social Housing

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39% 12%

Social housing landlords should not sell off their properties in expensive areas Social housing landlords should sell off their properties in expensive areas

3% 62%

Social housing provides a bad home Social housing provides a good home

13% 35%

Social housing does not provide

• pportunities to

buy a home Social housing provides provides

• pportunities to

buy a home

View on Social Housing

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32% 30%

Social housing should be available to all Social housing should be a safety net only available to those in housing need

42% 10%

Social housing makes work viable Social housing provides a disincentive to work

33% 12%

Social housing does not make tenants dependent on help with housing Social housing makes tenants dependent on help with housing

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Our Modular Approach

• HomeSwapper

Reduce void cost by empowering tenants to swap their homes.

• Tenant Insight

Interrogate and visualise your housing management data in

• ne central, secure location.
• Income Sustainability

Protect your income, reduce risk and prevent rental arrears.

• Neighbourhood sustainability

Ensure the right people are in the right properties to create sustainable tenancies.

• Fraud

Efficiently target and investigate potential fraud cases.

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David Clayton: davidclayton@housingpartners.co.uk

Thank you

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