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The Standardised Tenant Satisfaction Survey 2008 On behalf of

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The Standardised Tenant Satisfaction Survey 2008 On behalf of

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									The Standardised Tenant Satisfaction Survey 2008

   On behalf of South Derbyshire District Council




                    Draft Report
                  December 2008
1.0   Introduction.............................................................. 3 
2.0  Sample/Methodology ............................................ 4 
3.0  Summary.................................................................. 5 
4.0  Results ....................................................................... 8 
  Information about your household ......................................................................... 8 
  Housing and Services.............................................................................................. 11 
  Contact with South Derbyshire District Council Housing Services .................. 18 
  Repairs and Maintenance ..................................................................................... 23 
  Communication and Information ......................................................................... 25 
  Anti-Social Behaviour ............................................................................................. 28 
  Tenant Participation Compacts ............................................................................ 30 
  Additional Services.................................................................................................. 31 
  Future Consultation.................................................................................................. 32 
  Any other comments .............................................................................................. 33 




                                                                                                                        2
1.0 Introduction

1.1   ‘In 2007, The National Housing Federation was given Housing
      Corporation Innovation and Good Practice grant funding to conduct a
      review of the STATUS tenant satisfaction methodology and to
      investigate the scope for extending the questionnaire to residents of
      sheltered and supported housing, and also to develop a STATUS
      survey for Home Owners.

1.2   The project has developed the “4” series suite of questionnaires –
      reviewing the General Needs survey, and producing three additional
      versions – for Home Owners, Supported Housing tenants and
      Sheltered Housing tenants:

      4NA: New standard General Needs tenant questionnaire
      4NC: Standard Home Owner questionnaire
      4ND: Standard Supported tenant questionnaire
      4NE: Standard Sheltered tenant questionnaire’

                     (National Housing Federation: ‘Carrying out STATUS: Short
                                                              guidance’2008)


1.3   In August 2008, SMSR Ltd, an independent social research company,
      was commissioned by South Derbyshire District Council to carry out the
      status survey on their behalf. A sample of residents of both general and
      sheltered housing in South Derbyshire were provided by the Council
      and used for the mail out to residents.




                                                                              3
2.0 Sample/Methodology
2.1   The consultation was undertaken using a questionnaire that was
      designed and commissioned by the Housing Corporation and
      Communities and Local Government (CLG); using a postal
      methodology as stated in survey guidelines. The survey was widely
      publicised by South Derbyshire District Council, in the form of a
      newsletter, to encourage tenants to return the questionnaire.


2.2   A sample of 3,076 surveys were sent to both sheltered housing residents
      and general housing residents across the district. Residents were given
      a two week period to complete and return the survey to SMSR Ltd.
      Responses were tracked and those that did not respond were sent a
      reminder letter – a total of 2,049 residents were sent a first reminder. A
      final reminder was then sent to 1,359 respondents. A total of 2086
      completed surveys were returned.




                                                                              4
3.0    Summary

Information about your household

3.1   Overall, two fifths had been a tenant of South Derbyshire District
      Council Housing Services for 21 years or more; with those with a net
      income of £100-£199 and those receiving housing benefit being most
      likely to have been a tenant for this length of time.

Housing Services

3.2   90.60% of all tenants were satisfied to some extent with the overall
      service provided by South Derbyshire District Council Housing Services,
      with 52% feeling ‘very satisfied’. Overall satisfaction has increased by
      2% since 2006.

3.3   Overall satisfaction can be broken down into needs groups with
      general needs tenants 87.90% satisfied to some extent and sheltered
      housing tenants 94.80% satisfied to some extent with the overall service
      provided by Housing Services. Satisfaction of general needs tenants is
      report as National Indicator 160 as part of the Government’s National
      Indicator Framework.

3.4   Older respondents (those tending to be over the age of 60) and those
      receiving housing benefit were most likely to feel satisfied with the
      overall service; with those aged 16-34 being least likely to feel satisfied
      with the Housing Services, while those aged 85 and over were most
      likely to.

3.5   In terms of aspects of living in their home and the Housing Services, 91%
      were satisfied to some extent with the overall quality of their home;
      with older respondents generally feeling more satisfied than younger
      respondents. Overall satisfaction with all aspects of the home and
      services has increased by 2-3% since 2006.

3.6   In terms of services provided by South Derbyshire District Council
      Housing Services, respondents were most satisfied with how enquiries
      were dealt with generally (84%). Respondents with a weekly net
      income of £400 or more tended to be more satisfied with services
      provided than those with a lower weekly net income.

3.7   The three services provided by the Housing Services which were
      considered to be the most important were:

         •   Repairs and Maintenance (85%)
         •   Overall quality of homes (59%)
         •   Keeping tenants informed (37%)

3.8   Car parking (34%) was thought to be the biggest problem in
      respondent’s neighbourhoods, with 18% finding it a ‘very big problem’.

                                                                                 5
3.9  There has been a significant increase in the number of respondents
     who did not find certain issues in their neighbourhood a problem; with
     54% more residents feeling that rubbish and litter are NOT a problem
     than in 2006.
Contact with South Derbyshire District Council Housing Services

3.10   77% had been in contact with the Housing Services within the last 12
       months; with those aged 16-44 and living in general housing being
       most likely to have been in contact with the Services. The number of
       respondents that have contacted the Housing Services in the last 12
       months has increased by 16% since 2006.

3.11   The majority (83%) had contacted the Housing Services via telephone.
       73% had contacted the Services regarding repairs and of those that
       had been in contact, 83% had found getting hold of the right person
       easy, an increase of 24% since 2006. A further 88% had found the
       person they had spoken to ‘helpful’, an increase of 23% since 2006 and
       85% felt that their problems had been dealt with, an increase of 26%
       since 2006.

3.12   A positive opinion on the contact with the Housing Services tended to
       increase with age, with respondents over the age of 60 being most
       likely to find staff helpful, easy to get hold of and able to deal with their
       problem.

3.13   79% were satisfied to some extent with the final outcome of their
       contact with the Housing Services, an increase of 26% when compared
       with results of 2006, again with those aged 60 and over being most
       likely to feel satisfied.

Repairs and Maintenance

3.14   90% were satisfied to some extent with the way in which their repairs
       and maintenance had been dealt with, an increase of 5% since 2006.
       72% had had a repair completed in the last 12 months, of which
       around nine tenths had found all aspects of the repair work to be
       good. As with most aspects, older respondents, in this case those of the
       age of 65, tended to be much more positive than younger
       respondents.

Communication and Information

3.15   82% would prefer to be contacted by letter when the Housing Services
       consult with or inform residents about changes that might affect them.
       Perhaps as expected, younger respondents were less willing to attend
       focus groups or forums, with older respondents being less willing to take
       part in online consultations.

3.16   71% were satisfied to some extent that their views were taken into
       account by the Housing Services and a further 86% felt that the
       Services were good at keeping residents informed about things that
       might affect them as a tenant. Younger respondents were least likely
                                                                                  6
       to think that the Housing Services are good at keeping residents
       informed.


Anti-Social Behaviour

3.17   13% had reported an incident of anti-social behaviour in the last 12
       months. Of those that had, 71% had found it ‘easy’ to get hold of the
       right person and 71% had found the staff they contacted helpful. 59%
       had felt that their problem had been dealt with.

3.18   In terms of how reports were handled, respondents were most likely to
       feel satisfied with the advice given to them by staff, however least
       likely to feel satisfied with the outcome of the final report.

Tenant Participation Compacts

3.19   38% had heard of the Tenants Participation Compacts, a decrease of
       15% when compared with the number of those that had heard of the
       Compact in 2006. Male respondents, those with a weekly net income
       of £400 or more and those aged 60-84 were most likely to have heard
       of the Compact. Of those that had heard of them, 66% were satisfied
       to some extent with the Compacts, an increase of 28% since 2006.

Additional Services

3.20   When asked which three additional services they thought would be
       the most important if the Housing Services were able to fund other
       services, the three services respondents felt were most important were:

          •   A decorating service for disabled and elderly persons (51%)
          •   A gardening service for disabled and elderly persons (49%)
          •   More kitchen renewals (40%)

3.21   Younger respondents and those with weekly net incomes of under £99
       and over £400 were most likely to think that ‘kitchen renewals’ were
       the most important additional service that the Housing Services should
       fund. Older respondents, those with disabilities and those living in
       sheltered housing were most likely to feel that a decorating service for
       disabled or elderly persons was the most important additional service.

Future Consultation

3.22   9% would be willing to be become a member of the Citizens panel,
       with male respondents and those aged 16-24 and 45-59 being most
       willing to become a panel member.

3.23   15% were willing to become more involved in decision and policy
       making, again, with males and those aged 35-44 being most willing to
       become involved.



                                                                               7
4.0 Results

Information about your household

4.1   This first section of the survey aims to build a picture of each household
      and informs South Derbyshire District Council which groups of tenants
      are satisfied with their home and the services that they provide.

4.2   Two fifths of respondents had been a tenant or South Derbyshire District
      Council Housing Services for 21 years or more; while almost a fifth (18%)
      had been a tenant for between 11 and 20 years.


               How long have you/your household been a tenant of
                South Derbyshire District Council Housing Services?
                                                            39.6%
            40.0%
            35.0%
            30.0%
            25.0%                           15.2%   17.5%
            20.0%                   13.3%
            15.0%            8.1%
            10.0%     3.9%                                          2.2%
             5.0%
             0.0%




4.3   Respondents with a weekly net income of £300-£399 (23%) were more
      likely than respondents of other weekly net incomes to have been a
      tenant of SDDC Housing Services for between 6 and 10 years; while
      those with a weekly net income of £100-£199 (43%) were more likely
      than other respondents to have been a tenant for 21 years or more.

4.4   Respondents who received housing benefit (44%) were more likely than
      those who didn’t (33%) to have been a tenant for 21 years or more.
      Respondents living in sheltered housing (28%) were less likely than those
      who didn’t (48%) to have been a tenant for 21 years or more.




                                                                               8
4.5   Over a quarter (27%) of respondents had lived in their home for 21
      years or more; while just under a quarter (19%) had lived in their house
      between 6 and 20 years.


              How long have you/your household lived in this home?

                                                                27.3%
           30.0%
           25.0%                     17.8%     18.7%   18.7%
           20.0%
           15.0%             10.6%
           10.0%     5.8%
            5.0%                                                          1.2%
            0.0%




4.6   Half of all respondents had just one person living in their household;
      while just 4% had more than five living in your household.


                   How many people usually live here in total?


          60.0%      50.4%
          50.0%
          40.0%                 29.7%
          30.0%
          20.0%                               10.0%
                                                         6.2%           3.7%
          10.0%
           0.0%
                     One       Two           Three      Four      More than 
                                                                    five



4.7   Perhaps as expected, respondents on a low weekly net income of
      between £99 and £199 were most likely to have just one person living in
      their household, while those on a higher weekly net income of £400 or
      more were most likely to have four or five people living in their
      household.

4.8   Sheltered housing tenants (74%) and those receiving housing benefits
      (57%) were most likely to have just one person living in their household.



                                                                                 9
4.9      The majority (83%) of respondents had no people under the age of 16
         living in their household; while almost half (47%) had one person aged
         60 or over living in their household.


                       How many people in your household are aged...?


              100.0%                                                        82.5%
               80.0%

               60.0%              47.1%
                                                                                35.6%
               40.0%
                                                 17.0%
               20.0%       8.6%              6.0%              2.9% 0.5%
                0.0%
                            One                Two        Three or more      None

                                          16 and under        60 and over


4.10     Just over a third (37%) of respondents of this survey were sheltered
         housing tenants.

4.11     Just over two fifths of respondents described the composition of their
         household as ‘one adult aged 60 or over’, while 16% described the
         composition of their household as ‘two adults, at least one aged 60 or
         over’.

 How would you describe the
                                                      Number                            %
composition of your household?
        One adult under 60                               249                        12.2%
      One adult aged over 60                             862                        42.3%
      Two adults both under 60                           157                        7.7%
 Two adults, at least one 60 or
                                                         318                        15.6%
             over
Three or more adults, 16 or over                         124                        6.1%
1 parent family with child/ren, at
                                                         158                        7.7%
      least one under 16
2 parent family with child/ren, at
                                                         115                        5.6%
      least one under 16
               Other                                     57                         2.8%




                                                                                            10
Housing and Services

4.12   Overall, the vast majority (90.60%) were very or fairly satisfied with the
       overall service provided by South Derbyshire District Council Housing
       Services, with over half (52%) of respondents being ‘very satisfied’. This
       overall level of satisfaction is a 2% increase since 2006. General needs
       tenants were 87.90% satisfied to some extent and sheltered housing
       tenants were 94.80% satisfied to some extent with the overall service
       provided by Housing Services.


                   Taking everything into account, how satisfied or
               dissatisfied are you with the overall service provided by
                  South Derbyshire District Council Housing Service?


            60.0%       51.8%
            50.0%                   38.8%
            40.0%
            30.0%
            20.0%
                                               4.5%         2.7%         2.2%
            10.0%
              0.0%
                       Very       Fairly     Neither      Fairly       Very 
                     satisfied   satisfied             dissatisfied dissatisfied



4.13   Older respondents were more likely than younger respondents to be
       satisfied with the overall service provided by the Housing Services.
       Respondents with a weekly net income of £100-£199 (55%) were most
       likely to feel ‘very satisfied’ about the overall service, while those with a
       weekly income of £400 or more were most likely to feel fairly satisfied.

4.14   Respondents receiving housing benefits (55%) were more likely than
       those who were not (45%) to feel very satisfied with the overall service;
       while in terms of types of housing, those in sheltered accommodation
       (62%) were more likely than those in general housing to feel ‘very
       satisfied’ with the overall service.




                                                                                   11
4.15   Around three quarters of all respondents aged 16-34 felt satisfied to
       some extent with the overall service provided by the Housing Services –
       making them least likely to feel satisfied when compared with
       respondents of other ages. Over nine tenths of respondents aged 554
       and over felt either ‘very or fairly satisfied’ with the service provided by
       the Housing Services, with those aged 85 and over (97%) being most
       likely to feel satisfied.


                  Respondents who were either 'very or fairly satisfied'
                  with the overall service provided by South Derbyshire
                             District Council Housing Services

                                                                  95.0% 96.0% 97.0%
            100.0%                              88.0% 91.0% 91.0%
                                        81.0%
                         73.0% 74.0%
             80.0%

             60.0%

             40.0%

             20.0%

              0.0%
                      16‐24 25‐34 35‐44 45‐54 55‐59 60‐64 65‐74 75‐84 85+



4.16   Overall, respondents were most likely to feel ‘very or fairly’ satisfied with
       the ‘overall quality of their home’ (91%) and most likely to feel ‘very or
       fairly dissatisfied’ with ‘the general condition of their property’ (7%).


Overall, how satisfied                                 Percentage (%)
  are you with the            Very          Fairly                     Fairly       Very
    following..?                                          Neither
                            satisfied      satisfied                dissatisfied dissatisfied
 The overall quality of
                             47.1%          44.1%          3.1%         3.9%        1.8%
        your home
The general condition
                             40.1%          48.0%          4.7%         5.2%        2.0%
     of this property
  This neighbourhood
                             52.5%          36.2%          4.9%         3.9%        2.5%
   as a place to live
 The value for money
                             52.1%          36.1%          7.1%         2.9%        1.7%
       for your rent

The overall quality of your home

4.17   Respondents aged 55 and over were more likely than those under the
       age of 55 to feel satisfied to some extent with the overall quality of their
       home, with over nine tenths of those aged 55 and over feeling very or
       fairly satisfied, compared with 71% of those aged 25-34.




                                                                                           12
4.18   Respondents with a weekly net income of between £100 and £299 (92-
       93%) were more likely than other respondents to feel satisfied to some
       extent with the quality of their home.
4.19   Respondents living in sheltered accommodation (97%) were more likely
       than those living in general housing to feel satisfied to some extent with
       the overall quality of their home.

The general condition of the property

4.20   Respondents with a weekly net income of £100-£199 and £400+ were
       most likely to feel satisfied to some extent with the general condition of
       their property, with 91% feeling very or fairly satisfied.

4.21   As with satisfaction with the overall quality of their homes, respondents
       living in sheltered accommodation (95%) were more likely than those
       living in general housing (84%) to feel satisfied to some extent with the
       general condition of their property.

The neighbourhood as a place to live

4.22   Again, older respondents (those aged 60 and over) were more likely
       than younger respondents to feel ‘very or fairly’ satisfied with their
       neighbourhood as a place to live, with 96% of those aged 65-74 feeling
       satisfied to some extent, compared with just 64% of those aged 16-24.

4.23   95% of respondents living in sheltered housing felt satisfied to some
       extent with their neighbourhood as a place to live compared with 85%
       of those in non-sheltered housing.

The value for money for your rent

4.24   Perhaps unsurprisingly, respondents with a weekly net income of £400
       or more (96%) were most likely to feel satisfied to some extent that they
       get value for money for their rent; while those with a weekly net
       income of under £99 were least likely to feel satisfied.

4.25   When comparing 2006 and 2008 results, satisfaction has increased by 2
       or 3% with regards to the following:

          •   The general condition of the property +2%
          •   The neighbourhood as a place to live +3%
          •   The value for money for rent +2%




                                                                               13
4.26   With regards to services provided by South Derbyshire District Council
       Housing Services, overall, respondents were most likely to feel satisfied
       to some extent with how enquiries are dealt with generally (84%) and
       most likely to feel dissatisfied to some extent with ‘support provided to
       vulnerable tenants’ (7%). Over a quarter (29%) of respondents had ‘no
       opinion’ on ‘advice on moving home’.

  How satisfied or                              Percentage (%)
dissatisfied are you
  with each of the       Very       Fairly                  Fairly       Very        No
      following                                Neither
                       satisfied   satisfied             dissatisfied dissatisfied opinion
     services...?
  Advice on rent
                        48.3%       29.3%      10.7%        1.3%        1.0%       9.4%
      payments
Advice on moving
                        23.8%       22.0%      20.7%        2.6%        2.0%       28.8%
        home
 Support provided
                        29.6%       25.6%      17.5%        2.8%        1.7%       22.9%
  to new tenants
 Support provided
   to vulnerable        28.4%       25.0%      16.4%        4.1%        2.7%       23.4%
       tenants
How enquiries are
      dealt with        42.3%       41.3%       7.2%        3.2%        2.6%       3.3%
      generally

4.27   With the exception of the final two statements (support provided to
       vulnerable tenants and how enquiries are dealt with generally),
       Respondents who had a weekly net income of £400 or more were
       more likely than those with lower weekly net incomes to feel satisfied to
       some extent with advice on rent payments, moving home and support
       provided to vulnerable tenants. Respondents living in sheltered housing
       were more likely than those living in general accommodation to feel
       satisfied with the three services.

4.28   Respondents with a weekly net income of between £100 and £199
       were most likely to feel satisfied to some extent with the support
       provided to vulnerable tenants and with how enquiries are dealt with
       generally. Respondents living in sheltered housing were again much
       more likely to feel very or fairly satisfied with these two services than
       respondents living in general housing. Satisfaction with support
       provided for vulnerable tenants and how enquiries are dealt with
       generally increased with age.




                                                                                          14
4.29   Respondents were asked to choose which three services provided by
       SDDC Housing Service they considered to be the most important. The
       majority (85%) considered ‘repairs and maintenance’ to be the most
       important, followed by ‘overall quality of your home’ (59%) and
       ‘keeping tenants informed’ (37%).



    Order of     Of the following, which do you consider
                                                                %
  importance         to be the three most important?
       1               Repairs and Maintenance                 85%
       2              Overall quality of your home             59%
       3               Keeping tenants informed                37%
       4                    Value for money                    33%
       5           Neighbourhood as a place to live            32%
       6           Dealing with anti-social behaviour          26%
       7           Taking tenants views into account           25%


4.30   Respondents living in sheltered housing were more likely than
       respondents in general housing to consider ‘keeping tenants informed’
       as one of the three most important services ( +7%).




                                                                          15
4.31     Respondents were asked to think about problems in their
         neighbourhood and how much they considered them to be a problem.
         Respondents were most likely to think that car parking (34%) was either
         a very or fairly big problem; and most likely to think that abandoned or
         burnt out vehicles were not a problem.

 To what extent are any                        Percentage (%)
    of the following a
     problem in your         Very big      Fairly big   Not a very big Not a problem
    neighbourhood..?         problem       problem        problem           at all
       Rubbish or litter       7.2%          12.9%          41.3%         38.6%
    Noisy neighbours           4.9%          7.2%           28.2%         59.8%
    Pets and Animals           3.4%          6.2%           27.5%         62.9%
       Disruptive
                               7.1%          11.1%          32.4%         49.4%
  children/Teenagers
    Racial or other
                               1.5%          2.0%           14.6%         81.8%
      harassment
    Drunk or rowdy
                               3.6%          6.9%           24.8%         64.7%
       behaviour
 Vandalism and graffiti        2.5%          5.1%           26.8%         65.6%
 People damaging your
                               1.8%          3.6%           19.3%         75.3%
       property
  Drug use or dealing          3.9%          7.2%           19.0%         70.0%
Abandoned or burnt out
                               0.4%          0.3%           12.7%         86.6%
      vehicles
        Other crime            1.4%          3.8%           28.7%         66.1%
    Noise from traffic         5.1%          7.0%           27.8%         60.1%
        Car Parking            17.8%         16.6%          24.6%         41.0%


Rubbish or litter

4.32     Respondents with a weekly income of under £99 were most likely to
         feel that rubbish and litter were a very or fairly big problem in their
         neighbourhood (25%). Just 11% of those with a weekly net income of
         £400 or more felt that this was a problem in their neighbourhood.
         Almost a quarter (24%) of respondents living in general housing felt that
         rubbish and litter were a problem to some extent in their
         neighbourhood, compared with 14% of respondents living in sheltered
         housing.

Noisy Neighbours

4.33     Respondents with a weekly net income of £400 or more (21%) were
         more likely than those with lower weekly net incomes – just 11% of
         those with a weekly net income of between £100 and £199 felt that
         noisy neighbours were a problem to some extent. Almost a fifth (17%)
         of respondents living in general housing felt that noisy neighbours were
         either a very or fairly big problem compares with just 4% of those living
         in sheltered housing.
                                                                                  16
Pets and animals

4.34   Respondents with a weekly net income of £400 or more (16%) and
       those with a weekly net income of under £99 were most likely to feel
       that pets and animals were a problem to some extent in their
       neighbourhood. As with the above problem, respondents living in
       general housing were more likely than those living in sheltered housing
       (+7%) to feel that pets and animals were a problem in their
       neighbourhood.

Disruptive children/Teenagers

4.35   Over a quarter (27%) of respondents with a weekly net income of
       under £99 felt that disruptive teenagers and children were a problem
       to some extent in their neighbourhood, with 11% finding them a ‘very
       big problem’. While just 16% of those with a weekly net income of
       between £100 and £199 felt that they were a problem. Again, those
       living in sheltered housing were less likely than those living in general
       accommodation to find this issue to be a problem (-10%).

Drunk or rowdy behaviour

4.36   Respondents with a weekly income of under £99 (18%) were most likely
       to find drunk or rowdy behaviour a problem in the neighbourhood, as
       were those living in general housing as opposed to sheltered housing
       (+9%).

Drug use or dealing

4.37   Almost a fifth (16%) of respondents living in general housing felt that
       that drug use or dealing was either a very or fairly big problem in their
       neighbourhood, compared with just 4% of those living in sheltered
       housing.




                                                                               17
4.38   When comparing the 2008 results with those of 2006, there have been
       significant increases in the number of respondents who felt that the
       following issues were not a problem in their local area (combined: not
       a very big problem and not a problem at all, for those issues covered in
       both 2006 and 2008). The biggest increase in those that did not think
       the ‘issue’ was a problem in their area was with regard to rubbish and
       litter (+54%).


               Respondents who found the following problems either
                'not a very big problem' or 'not a problem at all' - by
                                        year

                           90.0%      96.0%       95.0%      89.0%      88.0%
              100.0%                          67.0%
               80.0%               58.0%                  56.0%      54.0%
               60.0%    36.0%
               40.0%
               20.0%
                0.0%
                       Rubbish or  Racial or  People  Drug use or Noise from 
                         litter     other  damaging  dealing        traffic
                                 harassment your 
                                              property

                                           2006   2008




Contact with South Derbyshire District Council Housing Services

4.39   Just over three quarters (77%) of respondents had been in contact with
       SDDC Housing Services within the last 12 months. Respondents aged
       between 16 and 44 were most likely to have been in contact with the
       Housing Services, with around nine tenths of this age band having
       been in contact in the last 12 months, compared with around seven
       tenths of those aged 75 and over. Respondents living in general
       housing (80%), were more likely to have been in contact with the
       Housing services in the last 12 months when compared with residents of
       sheltered housing (71%).

4.40   The majority of those that had contacted the Housing Services in the
       last 12 months had done so via telephone (83%).




                                                                                18
4.41    The number of respondents that have contacted the Housing Services
        in the last 12 months has increased by 16% since 2006. Telephone was
        also the most common method of communication in 2006; however
        the number of residents contacting the Housing Services by telephone
        has increased by 33%.


                   How did you last contact South Derbyshire District
                                      Council?

                         83.1%
              90.0%
              80.0%
              70.0%
              60.0%
              50.0%
              40.0%
              30.0%              11.7%
              20.0%                       1.9%     0.4%    2.2%     0.7%
              10.0%
               0.0%




4.42    Respondents aged 75 and over (89%) were most likely to have
        contacted the Housing Services via telephone, while those aged 16-24
        (32%) were most likely to have visited the offices when compared with
        respondents of other ages. Respondents with a weekly net income of
        £400 or more were most likely to have contacted the Housing Services
        via telephone (85%), while those with a weekly net income of under
        £99 were most likely to have visited the offices, when compared with
        respondents of other weekly net incomes.

4.43    Almost three quarters (73%) of respondents that had contacted the
        Housing Services, had contacted them regarding ‘repairs’, while 9%
        had contacted them about something ‘other’ than was on the list. Of
        those that stated ‘other’, 11% (13 respondents) had contacted the
        housing services regarding their television reception or aerial. A full list
        can be found in the appendix.


What did you have contact about?              Number                Percentage
               Repairs                           1107                  73.3%
                Other                            132                   8.7%
        Rent/housing benefits                    115                   7.6%
 Neighbours/Neighbourhood issues                 53                    3.5%
         Transfers/Exchange                       44                   2.9%
       Garden/Communal areas                     35                    2.3%
          Can’t remember                         24                    1.6%


                                                                                   19
4.44   The majority had found getting hold of the right person ‘easy’, just 9%
       had found the process ‘difficult’. The number of residents who found
       ‘getting hold of the right person’ easy has increased by 24% since 2006.


                   When you last had contact, was getting hold of the
                                    right person....?



            100.0%         82.8%

             80.0%

             60.0%
             40.0%
                                          9.1%         5.5%
             20.0%                                                  2.5%
              0.0%
                         Easy         Difficult     Neither       Can't 
                                                                remember



4.45   The percentage of respondents who found getting hold of the right
       person within the Housing Services ‘easy’ tended to increase with age
       of respondents, with 72% of respondents aged 16-24 finding the
       process easy, compared with 85% of respondents aged 85 and over.
       Respondents with a weekly net income of £400 or more (87%) were
       most likely to have found getting hold of the right person ‘easy’.

4.46   The majority (88%) of those that had contacted the Housing Services
       had also found the staff ‘helpful’. This was also the case in 2006;
       however, again, the number of respondents who thought this has
       increased by 23%.


                                   Did you find the staff...?

                         88.1%
           90.0%
           80.0%
           70.0%
           60.0%
           50.0%
           40.0%
           30.0%
           20.0%                         4.7%          6.0%
                                                                   1.2%
           10.0%
            0.0%
                       Helpful      Unhelpful      Neither        Can't 
                                                                remember




                                                                             20
4.47   As with ease of getting hold of the right person, the percentage of
       respondents who had found the staff helpful tended to increase with
       age of the respondents, with 78% of respondents aged 16-24 finding
       staff helpful, compared with 93% of those aged 85 and over.

4.48   Over four fifths (85%) of respondents felt that the staff had been able to
       deal with their problem; just 8% had felt that they were unable to deal
       with their problem. The number of respondents who felt that staff were
       able to deal with their problem has increased since 2006 by 26%.


                                     And were they...?


                         85.3%
            90.0%
            80.0%
            70.0%
            60.0%
            50.0%
            40.0%
            30.0%
            20.0%                       7.9%           5.7%
                                                                 1.1%
            10.0%
             0.0%
                    Able to deal  Unable to deal    Neither     Can't 
                     with your      with your                 remember
                     problem        problem



4.49   Again, older respondents tended to be more positive about their
       contact with the Housing Services than younger respondents, with
       around nine tenths of respondents aged 65 and over agreeing that
       staff were able to deal with their problem, compared around seven
       tenths of respondents aged 25-44.




                                                                              21
4.50   Over three quarters of respondents (79%) were satisfied with the final
       outcome of their contact with SDDC Housing Services, just 14% were
       dissatisfied. There has been a significant increase in the number of
       respondents who felt satisfied with the final outcome of their contact,
       when comparing the results of 2006 and 2008 (+26%).


                    Were you satisfied or dissatisfied with the final
                                      outcome?

                         78.8%
            80.0%
            70.0%
            60.0%
            50.0%
            40.0%
            30.0%                      14.4%
            20.0%                                   6.0%
                                                               0.8%
            10.0%
             0.0%
                      Satisfied   Dissatisfied   Neither     Can't 
                                                           remember



4.51   Satisfaction with the final outcome increased with age of respondents,
       with just 65% of respondents aged 16-24 feeling satisfied with their final
       outcome compared with 90% of those aged 85 and over.




                                                                               22
Repairs and Maintenance

4.52   Respondents were asked, generally, how satisfied or dissatisfied they
       were with the way SDDC’s Housing Services dealt with repairs and
       maintenance. Overall, the vast majority (90%) were satisfied to some
       extent with the way in which their repairs and maintenance had been
       dealt with by the Housing Services with 55% feeling ‘very satisfied’; just
       6% were dissatisfied.


               Generally, how satisfied or dissatisfied are you with the
               way South Derbyshire District Council Housing Services
                       dealt with repairs and maintenance?

                       54.5%
              60.0%
              50.0%            35.2%
              40.0%
              30.0%
              20.0%                     3.1%    3.5%    2.9%    0.7%
              10.0%
               0.0%




4.53   The number of respondents who felt satisfied to some extent with the
       way in which the Housing Services deal with repairs and maintenance
       has increased by 5% since 2006, with more residents feeling ‘very
       satisfied’.


                How satisfied are you with the way South Derbyshire
               District Council Housing Services deals with repairs and
                                    maintenance?

                           55.0%
                       49.0%
               60.0%           36.0%
               50.0%               35.0%
               40.0%
               30.0%                    5.0%
               20.0%                        3.0% 4.0%4.0%
                                                          3.0%3.0%1.0% 1.0%
               10.0%
                0.0%




                                        2006   2008




                                                                               23
4.54   As to be expected following previous satisfaction questions, overall
       satisfaction with the way repairs and maintenance are dealt with
       tended to increase with age, with those aged 65 and over most likely
       to feel satisfied.

4.55   Almost three quarters (72%) of respondents had had a repair
       completed in the last 12 months; this is an increase of 12% since 2006.

4.56   Those that had had a repair completed within the last 12 months were
       asked to ‘rate’ aspects of the repair work. Overall, satisfaction with all
       aspects of the repair service was high, with around nine tenths of
       respondents all as ‘very or fairly good’. Respondents were most likely to
       rate ‘the attitude of the workers’ as good to some extent (95%) and
       least likely rate ‘the time taken before work started’ as good to some
       extent (87%).

Thinking about your last                        Percentage (%)
completed repair, how
   would you rate it in     Very     Fairly              Fairly    Very       No
                                               Neither
       terms of...?         good     good                poor      poor     opinion
    Being told when
                            62.6%    27.2%      4.4%     2.7%      2.7%       0.5%
   workers would call
Time taken before work
                            53.8%    33.5%      5.1%     3.1%      3.1%       1.3%
         started
Speed with which work
                            66.1%    26.3%      3.9%     1.2%      2.0%       0.4%
    was completed
  Attitude of workers       76.8%    18.5%      2.6%     0.4%      0.8%       0.8%
Overall quality of repair
                            66.0%    24.7%      4.5%     1.9%      1.9%       0.9%
         work
Keeping dirt and mess
                            68.7%    24.0%      3.8%     1.8%      1.2%       0.4%
    to a minimum

4.57   The number of respondents who rated their last repair as good overall
       for the aspects below, has increased significantly since 2006 with the
       biggest increase being with regards to ‘time taken before work
       started’ (+33%)

  Thinking about your        Good (very and fairly)        Poor (very and fairly)
last completed repair,
 how would you rate it        2006            2008         2006            2008
      in terms of...?
    Being told when
                              63%             90%            4%             5%
   workers would call
   Time taken before
                              54%             87%            4%             6%
       work started
Speed with which work
                              61%             92%            2%             3%
     was completed
  Attitude of workers         63%             95%            1%             1%
  Overall quality of
                              59%             91%            2%             4%
     repair work
Keeping dirt and mess
                              63%             93%            2%             3%
   to a minimum

                                                                                    24
   4.58    With all aspects of the service provided by the Housing Service,
           respondents aged 65 and over were most likely to rate the services as
           either very or fairly good and those under the age of 44 generally
           tended to be less positive.

Thinking about your
   last completed          Respondents who rated the services as very or fairly good
 repair, how would
 you rate it in terms 16-24 25-34 35-44 45-54 55-59 60-64 65-74 75-84                  85+
         of...?
  Being told when
                       73%   78%   77%      89%     91%     88%     96%        94%     95%
 workers would call
 Time taken before
                       75%   79%   76%      85%     84%     87%     93%        93%     93%
     work started
 Speed with which
      work was         84%   85%   86%      91%     88%     92%     98%        96%     95%
     completed
Attitude of workers     88%     90%   90%    95%        91%   95%    99%     98%       98%
 Overall quality of
                        84%     80%   82%    91%        83%   93%    95%     96%       95%
   repair work
 Keeping dirt and
                        79%     82%   87%    90%        89%   94%    98%     95%       98%
mess to a minimum

   4.59    Respondents living in sheltered housing (93%) were more likely than
           those living in general housing (84%), to agree that the time taken
           before work started was either very or fairly good.

   Communication and Information

   4.60    Respondents were asked which methods they would prefer SDDC’s
           Housing Service to use when either consulting with residents or
           informing them about issues that may affect them. The majority (82%)
           would prefer to be contacted by letter, while almost a third (31%)
           would prefer to be contacted via telephone call.

      Which method would you prefer
     South Derbyshire District Council’s
     Housing Services to use to inform           Number              Percentage (%)
    you or consult with you about issues
           that may affect you?
                  By letter                        1681                    81.6
              Telephone Call                       636                     30.9
           Magazine/Newsletter                     613                     29.8
               Personal Visit                      522                     25.3
          Residents groups/forums                  182                     8.8
          Open meetings/AGM’s                      135                     6.6
                 By email                          108                     5.2
              On-line forums                        42                     2.0
                      Other                         7                      0.3

                                                                                       25
4.61   Perhaps as to be expected, respondents aged 16-24 would not be
       willing to attend open meetings or residents groups/forums; while those
       aged 60 and over were least likely to be willing to take part in online
       consultations.

4.62   Overall, 71% were satisfied to some extent that their views are being
       taken into account by SDDC’s Housing Services, with 30% feeling ‘very
       satisfied’. A tenth of all respondents had no opinion.


                How satisfied or dissatisfied are you that your views are
                 being taken into account by South Derbyshire District
                               Council Housing Services?


             50.0%             40.9%
             40.0%     29.8%
             30.0%                      14.3%
             20.0%                                                9.8%
                                                 3.1%    2.1%
             10.0%
              0.0%




4.63   Respondents aged 65 and over were much more likely to feel satisfied
       to some extent that their views are being taken into account, than
       those under the age of 65. Over four fifths (81%) of those aged 75-84
       were satisfied compared with 46% of those aged 25-34.




                                                                            26
4.64   The majority (86%) of respondents felt that SDDC’s Housing Services
       were good, to some extent, at keeping residents informed about things
       that might affect them as a tenant, with 42% feeling that the Housing
       Services are ‘very good’.


                How good or poor did you feel South Derbyshire District
                Council Housing Services were at keeping you informed
                   about things that might affect you as a tenant?



           50.0%       42.4%       43.7%

           40.0%

           30.0%

           20.0%                              10.3%
           10.0%                                          2.7%       0.9%
             0.0%
                    Very good Fairly good   Neither   Fairly poor Very poor



4.65   Respondents aged 16-34 (68%) were least likely to think that SDDC’s
       Housing Services were good at keeping residents informed, while those
       aged 65 plus were most likely to think that the Housing Services keep
       them informed about things that might affect them as a tenant.


                Respondents who felt that South Derbyshire District
                Council's Housing Services were either 'very or fairly
                  good' at keeping residents informed, by age

                                                            92.0% 91.0% 94.0%
           100.0%                             84.0% 86.0%
                                  77.0% 80.0%
            80.0%   68.0% 68.0%

            60.0%

            40.0%

            20.0%

             0.0%
                    16‐24 25‐34 35‐44 45‐54 55‐59 60‐64 65‐74 75‐84 85+


4.66   Respondents with a weekly net income of £100-£199 (89%) were most
       likely to think that SDDC’s Housing Services were good to some extent
       at keeping residents informed, while those with a weekly net income of
       under £99 (78%) were least likely to think so.



                                                                                27
Anti-Social Behaviour

4.67   Just 13% of respondents had reported any anti-social behaviour to
       SDDC’s Housing Services in the last 12 months. Respondents aged 35-44
       (20%) and those with a weekly net income of under £99 were most
       likely to have reported an incident.

4.68   Of those that had reported an incident of anti-social behaviour, 71%
       had found getting hold of the right person ‘easy’, while 17% had found
       doing so ‘difficult’.


                   When you last had contact, was getting hold of the
                                    right person....?


                          70.7%
            80.0%
            70.0%
            60.0%
            50.0%
            40.0%
            30.0%                       16.5%
            20.0%                                    8.6%
                                                                  4.1%
            10.0%
             0.0%
                        Easy         Difficult    Neither        Can't 
                                                               remember



4.69   Almost three quarters (71%) of respondents that had contacted the
       Housing Services regarding anti-social behaviour had found the staff
       ‘helpful’, while 14% had found staff ‘unhelpful’.


                                  Did you find the staff...?



           80.0%         70.9%
           70.0%
           60.0%
           50.0%
           40.0%
           30.0%
                                        14.2%        11.4%
           20.0%
                                                                  3.5%
           10.0%
            0.0%
                       Helpful      Unhelpful     Neither        Can't 
                                                               remember




                                                                              28
4.70   Over half (59%) of respondents felt that staff had been able to deal
       with their problem, while 22% felt that staff had been unable to do so.


                                         And were they...?

                             59.3%
            60.0%
            50.0%
            40.0%
            30.0%                           22.1%
                                                          14.0%
            20.0%
                                                                        4.7%
            10.0%
              0.0%
                        Able to deal  Unable to deal    Neither      Can't 
                         with your      with your                  remember
                         problem        problem



4.71   Respondents that had reported and incident of anti-social behaviour
       were asked to comment on aspects of how their report was handled.
       Respondents were most likely to feel satisfied to some extent with the
       advice provided by staff (73%) and least likely to feel satisfied with the
       outcome of the final report (52%).

   How satisfied or                                   Percentage (%)
dissatisfied were you
  with the following          Very         Fairly                     Fairly       Very
aspects of how your                                      Neither
                            satisfied     satisfied                dissatisfied dissatisfied
report was handled?
Advice provided by
                             36.3%          36.3%         13.2%        7.7%        6.4%
          staff
Being kept informed          29.3%          27.9%         19.7%        14.4%       8.7%
Support provided by
                             32.4%          26.0%         18.6%        14.2%       8.8%
         staff
 How the report was
                             35.5%          26.1%         16.1%        11.4%       10.9%
      dealt with
  Speed with which
your report was dealt        31.7%          30.3%         14.9%        11.5%       11.5%
         with
The final outcome of
                             34.3%          18.1%         14.3%        15.2%       18.1%
     your report




                                                                                           29
Tenant Participation Compacts

4.72   Over a third (38%) of respondents had heard of Tenants Participation
       Compacts, with male respondents and those aged 60-84 being most
       likely to have heard them. Respondents with a weekly net income of
       £400 or more were most likely, when compared with respondents of
       other weekly net incomes, to have heard of the Tenant Participation
       Compact.

4.73   Those that had heard of the Tenant Participation Compact were asked
       how satisfied with were with it; two thirds were satisfied to some extent
       with the compact, with a third feeling ‘very satisfied’.



                How satisfied or dissatisfied are you with your locally
                      agreed Tenant Participation Compact?

                       32.5%   33.5%
             35.0%
             30.0%
             25.0%                     17.4%
             20.0%                                              14.6%
             15.0%
             10.0%                              1.5%    0.5%
              5.0%
              0.0%




4.74   The number of respondents that have heard of the Tenants
       Participation Compact has decreased by 15% since 2006; however of
       those that had heard of it, satisfaction with the compact has increased
       by 28%.




                                                                             30
Additional Services

4.75    Respondents were asked, if Housing Services were able to fund other
        additional services, which 3 do they feel would be the most important
        to them. Just over half (51%) felt that ‘decorating services for disabled
        and elderly persons’ was the most important, followed by gardening
        services for disabled and elderly persons (49%) and more kitchen
        renewals (40%).

If Housing Services were able to fund
    other additional services, which
                                            Number             Percentage (%)
   would be the 3 most important to
                 you?
 Decorating service for disabled and
                                              1026                  50.7%
            elderly persons
 Gardening service for disabled and
                                              983                   48.6%
            elderly persons
        More kitchen renewals                 813                   40.2%
       More bathroom renewals                 630                   31.1%
        Parking improvements                  537                   26.5%
 Fencing and gate improvements                498                   24.6%
        Security Improvements                 487                   24.1%
         Replacement doors                    415                   20.5%
 Better landscaping of estate open
                                              169                    8.4%
              spaces
               Other                           79                    3.9%


4.76    Additional services that were thought to be important to respondents
        varied across the various demographics recorded.

Age

4.77    Respondents aged 16-24 felt that ‘more bathroom renewals’ were the
        most important additional service the Housing Services should fund;
        while those aged between 25 and 54 felt that ‘kitchen renewals’ were
        the most important. Respondents aged 55 and over felt that ‘a
        decorating service for disabled and elderly persons was the most
        important additional service to be funded.

Weekly net income

4.78    Surprisingly, respondents with a weekly net income of under £99 and
        over £400, felt that ‘more kitchen renewals’ were the most important
        additional service to be funded, while those with weekly net incomes
        of between £100 and £399 thought that ‘decorating services for
        disabled and elderly persons’ was the most important.




                                                                                31
Housing Benefits

4.79   Respondents who received housing benefit felt that a ‘decorating
       service or disabled or elderly persons’ was the most important
       additional service to be funded by the Housing Services. Respondents
       who did not receive housing benefits felt that ‘more kitchen renewals’
       was the most important.

Sheltered Housing Tenants

4.80   Respondents living in sheltered housing felt that a ‘decorating service
       for disabled and elderly persons’ was the most important additional
       service to be funded by the Housing Services; while those living in
       general housing, felt that a ‘gardening service for disabled and elderly
       persons’ was the most important.

Disability

4.81   Those respondents with a disability felt that a ‘decorating service for
       disabled and elderly persons’ was the most important additional
       service; while those without a disability felt that ‘more kitchen
       renewals’ was the most important.


Future Consultation

4.82   South Derbyshire District Council, in partnership with Derbyshire County
       Council and the Police, run a Citizen’s panel to increase involvement
       of the local people in decisions about how services are provided. Just
       under a tenth (9%) of respondents of the survey were willing to
       become panel members, with male respondents and those, perhaps
       surprisingly, aged 16-24 and 45-59 being most willing to become panel
       members.

4.83   There are also ways that residents can be specifically involved in
       decision and policy making in Housing Services. This can be achieved
       through a number of methods including phone and paper surveys,
       internet forums, attending focus groups or becoming a member of the
       Tenants Forum. Just 15% of respondents were willing to become more
       involved in decision and policy making. Again, with males and those
       aged 35-44 most willing to become more involved.




                                                                                 32
Any other comments

4.84     Finally respondents were asked whether or not they had any additional
         comments they would like to make about their home and/or the
         services South Derbyshire District Council Housing Services provides.
         503 respondents made additional comments, of which 24% stated that
         they were generally satisfied and a further 10% stated that they
         needed repairs and/or maintenance work carried out. The five most
         frequently made comments are shown below, a full list can be found in
         the appendix.

Is there anything else you would like
 to say about your home and/or the
                                          Number            Percentage (%)
   services South Derbyshire District
 Council Housing Services provides?
           Generally satisfied               119                 23.7%
       Need Repairs/maintenance              46                  9.1%
       Stop anti-social behaviour            32                  6.4%
 Too long to start planning repairs          25                  5.0%
More efficient residential gardening         23                  4.6%




                                                                             33

								
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