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

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Feb 21, 2024 49 likes •239 views

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

SLIDE 1

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

SLIDE 2

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)

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Core questions

Vale

Glamorgan Upper quartile % Median % Lower quartile % 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 quartile Above median Below median Lower quartile

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Satisfaction with overall quality of home

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83% 83% 91% 6% 6% 3% 11% 12% 6% All tenants General needs tenants Sheltered housing tenants Satisfied Neither Dissatisfied

85% 79% 85% 81% 90% 91% Barry East Barry West Eastern Vale Western Vale Eastern Vale Western Vale General needs Sheltered housing

SLIDE 5

Satisfaction with rent as value for money

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85% 78% 85% 77% 92% 86% 7% 11% 7% 12% 4% 7% 8% 11% 8% 11% 4% 7% Rent Service charge Rent Service charge Rent Service charge All tenants General needs tenants Sheltered housing tenants Satisfied Neither Dissatisfied 79% 84% 91% 84% 93% 90% 72% 78% 82% 75% 86% 87% Barry East Barry West Eastern Vale Western Vale Eastern Vale Western Vale General needs Sheltered housing Value for money of rent Value for money of service charge

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Satisfaction with neighbourhood

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88% 80% 88% 79% 94% 93% 4% 5% 4% 5% 2% 3% 8% 14% 8% 15% 4% 5% Place to live Appearance Place to live Appearance Place to live Appearance All tenants General needs tenants Sheltered housing tenants Satisfied Neither Dissatisfied

83% 83% 91% 94% 95% 92% 70% 75% 86% 85% 94% 90% Barry East Barry West Eastern Vale Western Vale Eastern Vale Western Vale General needs Sheltered housing Neighbourhood as a place to live Appearance of neighbourhood

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Local problems

18/01/2017 Presentation to Scrutiny 7 4% 8% 14% 16% 18% 23% 24% 26% 29% 30% 33% 50% 61% 66% Abandoned or burnt out vehicles Racial or other harassment People damaging your property Other crime Vandalism and graffiti Drunk or rowdy behaviour Other problems with pets and… Drug use or dealing Noise from traffic Disruptive children / teenagers Noisy neighbours Dog fouling / dog mess Car parking Rubbish or litter

4% 6% 10% 13% 14% 16% 16% 15% 20% 22% 20% 30% 26% 37% 1% 2% 4% 3% 4% 8% 8% 11% 9% 8% 13% 20% 35% 29%

Abandoned or burnt out vehicles Racial or other harassment People damaging your property Other crime Vandalism and graffiti Drunk or rowdy behaviour Other problems with pets and… Drug use or dealing Noise from traffic Disruptive children / teenagers Noisy neighbours Dog fouling / dog mess Car parking Rubbish or litter

Major problem Minor problem

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Customer service

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85% 85% 90% 66% 65% 73% 81% 81% 88% 80% 80% 85% 72% 71% 84% All tenants General needs tenants Sheltered Final outcome Quickly and efficiently Helpfulness of staff Ease to contact right person Friendly and approachable staff

5% 25% 10% 13% 21%

Friendly and approachable staff Ease to contact right person Helpfulness of staff Quickly and efficiently Final outcome

Dissatisfied residents

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Communication and information

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70% 69% 69% 68% 78% 75% 12% 16% 12% 16% 13% 14% 18% 15% 19% 15% 9% 11% Informed Listens to views Informed Listens to views Informed Listens to views All tenants General needs tenants Sheltered housing tenants Satisfied Neither Dissatisfied

66% 65% 77% 69% 78% 79% 70% 66% 71% 66% 74% 77% Barry East Barry West Eastern Vale Western Vale Eastern Vale Western Vale General needs Sheltered housing Kept informed Listens to views and acts on them

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Service priorities

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Net Promoter score- customer loyalty

How likely are you to recommend us to a family member or a friend?

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Comments

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Drivers of satisfaction (overall service)

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Drivers (repairs)

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Key strands diversity

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Property type – Higher satisfaction

rating from tenants living in bungalows compared with flats and houses.

Number of bedrooms – Tenants

living in one-bedroom properties awarded higher ratings than those with more bedrooms.

Age - Younger tenants far are less

satisfied.

National identity - Tenants who

identified themselves as English on some occasions awarded slightly higher ratings.

Health and gender – Little impact
n satisfaction.

63% 64% 68% 78% 72% 68% 50% 64% 56% 53% 59% 53% 75% 75% 85% 77% 67% 82% 63% 77% 65% 66% 61% 57% 88% 91% 93% 91% 83% 90% 72% 85% 79% 84% 78% 78% Services provided by landlord Quality of home Neighbourhood as a place to live Value for money of rent Value for money of service charge Friendly and approachable staff Ease to contact right person Quickly and efficiently Final outcome Repairs & maintenance service Kept informed Listens to views and acts on them 60+yrs 35-59yrs 34yrs and under

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Areas of dissatisfaction

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

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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

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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

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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)

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