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					employee attitude survey 2009
  presentation of findings

            24 Broughton Street                               Registered Office:
            Edinburgh EH1 3RH (UK)                            St Paul’s House
            Tel; +44(0)131 478 7505 Fax; +44(0)131 478 7504   Warwick Lane
            Email; info@george-street-research.co.uk          London EC4P 4BN (UK)
            VAT No: 502 484862                                No: 2364135
presentation structure

            Background and Objectives
                   Method and Sample
                         Main Findings
          Detailed Quantitative Results
            Overall Satisfaction Ratings
     Conclusions and Recommendations



                                           2
background & objectives



          24 Broughton Street                               Registered Office:
          Edinburgh EH1 3RH (UK)                            St Paul’s House
          Tel; +44(0)131 478 7505 Fax; +44(0)131 478 7504   Warwick Lane
          Email; info@george-street-research.co.uk          London EC4P 4BN (UK)
          VAT No: 502 484862                                No: 2364135
        background (organisational)

• Established in 1973 as Kirk Care Housing Association
• Re-branded as Trust Housing Association in 2004,
  alongside organisational restructuring
• Providing 2,400 homes and offering a range of rented
  accommodation, and some shared ownership, for older
  people, families and others in housing need
• A mission “to provide quality homes and services that
  promote independent living”
   “We continue to strive to put people first in all that we do”

                                                                   4
                 goals and values

• Values that reflect the way Trust works and aims to be in
  all its dealings
              Caring Service Excellence Quality
               Value for Money        Professional
• 5 key goals that Trust pursues to deliver its mission
         Customers First       Provider of Choice
     Prepared for Change, Ready for Opportunities
                    Employer of Choice
  Effective Communication, Leadership and Direction

                                                              5
                       employees

• Trust Housing Association has around 530 employees,
  including “bank” staff and part–time staff
    around 350 contracted and 100 casual staff in a wide
     range of roles to support tenants in their day to day
     lives in over 100 developments
    around 80 staff in offices in Glasgow, Edinburgh and
     Arran

• An Investors in People employer that recognises the
  importance of all staff to delivery of the corporate strategy

                                                                  6
                research objectives

• To provide an objective benchmark of staff attitudes on a
  wide range of issues including:
    relationships with management
    training and support
    working environment
    understanding of, and contribution to, corporate strategy
    change within Trust Housing Association
    Trust as an employer



                                                                 7
method & sample



      24 Broughton Street                               Registered Office:
      Edinburgh EH1 3RH (UK)                            St Paul’s House
      Tel; +44(0)131 478 7505 Fax; +44(0)131 478 7504   Warwick Lane
      Email; info@george-street-research.co.uk          London EC4P 4BN (UK)
      VAT No: 502 484862                                No: 2364135
                       method

• A staged approach, beginning with an exploratory phase
  of qualitative research
    to identify and understand those issues affecting
     employee attitudes and behaviour
    to inform questionnaire design for a quantitative study
• A quantitative study based on distribution of electronic
  and paper questionnaires inviting all employees to
  contribute their views


                                                               9
                qualitative sample

• 3 focus groups, 4 face-to-face depth interviews and 3
  telephone depth interviews with a cross-section of staff
    1 group of development based staff
    1 group of office staff at officer/manager level
    1 group of office staff at assistant level
    depths with directors / managers / coordinators

• groups and depths conducted between 19 January and 30
  January 2009


                                                             10
   quantitative survey –sample profile (1)
            response rate – 46%
                    %                                                 %

Gender: Male     20      Employment Permanent full-time              48
        Female   77      Status:    Permanent part-time              39
        No reply 3                  Temporary full or part-time       4
                                    Casual or bank staff              4
                                    No reply                          4

Age      18-34      13   Place of        A sheltered development      27
Range:   35-44      19   work:           A very sheltered development 24
         45-54      36                   A supported development       9
         55+        27                   A care home                   3
         No reply   4                    Office based                 29
                                         No reply                      7

                              Base: All respondents (246)                  11
   quantitative survey – sample profile (2)
             response rate – 46%
                            %                                     %
Length of   Under 2 years   20     Role: SM Team                   3
Service:    2-3 years       15           Operational Management    6
            4-5 years       19           Office based staff       21
            6-10 years      24           Development Management   21
            Over 10 years   17           Development staff        43
            No reply        5            Other                     1
                                         No reply                  4




                                 Base: All respondents (246)
                                                                       12
main findings



     24 Broughton Street                               Registered Office:
     Edinburgh EH1 3RH (UK)                            St Paul’s House
     Tel; +44(0)131 478 7505 Fax; +44(0)131 478 7504   Warwick Lane
     Email; info@george-street-research.co.uk          London EC4P 4BN (UK)
     VAT No: 502 484862                                No: 2364135
         working at Trust Housing Association

                      Q1 Extent to which agree or disagree with the following statements…
                                                                                                                Mean
                                                                                                                score
    I have the skills and
 abilities needed to do my                       61%                                 35%            3%          3.59
        job effectively

I am clear about what my                                                                                        3.47
                                              54%                               39%                6% 1%
    responsibilities are



My job satisfaction is high             39%                               49%                  9%     1%        3.29



My job makes the best use                                                                                       3.11
                                     31%                            50%                      16%    2%
 of my skills and abilities


                                Agree strongly      Tend to agree    Tend to disagree       Disagree strongly

                                                       Base: All respondents (246)
                                                                                                                14
            using skills and abilities

• Office based staff in non management roles are less likely
  than others to think their skills and abilities are well used

• Qualitative work did not uncover any particular issues in
  this area

• Those who are less satisfied with their job or with Trust
  Housing Association as an employer are less likely to
  think that their skills and abilities are well used,
  suggesting that this is a factor in overall satisfaction


                                                                  15
                         training & development

                        Q1 Extent to which agree or disagree with the following statements…
                                                                                                       Mean
                                                                                                       score
  I can get the training and
  development I need from                    48%                            39%               11% 1%   3.34
             Trust


 I feel my role at Trust adds
     to my overall career             27%                        50%                      19%     2%   3.04
    development prospects


It is possible to progress my
career in the Association if I     21%                    41%                       31%          5%    2.79
            wish to


                           Agree strongly    Tend to agree    Tend to disagree     Disagree strongly

                                                        Base: All respondents (246)
                                                                                                       16
 progression and career development

• Long serving employees tend to be less likely to agree that
  they can progress their career at Trust or that their role
  adds to their career development prospects

• Qualitative findings suggest that many employees view
  their work as a vocation rather than a career path




                                                                17
                         support & recognition

                     Q1 Extent to which agree or disagree with the following statements…
                                                                                                               Mean
                                                                                                               score
      My colleagues provide
     support when I need it
                                           47%                             45%                   6% 1%         3.40


 I can manage my workload
  without feeling under too         30%                         48%                        18%     3%          3.06
       much pressure

     Doing a good job is
 recognised and appreciated          34%                       39%                   20%          6%           3.02
          at Trust

We get support from Senior
Management when we need              33%                       39%                      21%      5%            3.02
            it

                                Agree strongly    Tend to agree      Tend to disagree      Disagree strongly

                                                     Base: All respondents (246)
                                                                                                               18
          support and recognition

• Senior staff (SMT & operational management) tend to be
  more positive than others in their views
    no other consistent or significant differences

• Qualitative findings discussed later may help understand
  views on support from Senior Management




                                                             19
                                          engagement

                      Q1 Extent to which agree or disagree with the following statements…
                                                                                                          Mean
                                                                                                          score

 I understand how my role
contributes to achieving the                                                                              3.37
 goals and objectives of the
                                          44%                              48%                    6% 1%
   Association as a whole




I feel part of Trust Housing
    Association as a whole
                                       36%                         44%                      17%     3%    3.13




                         Agree strongly    Tend to agree    Tend to disagree     Disagree strongly

                                                      Base: All respondents (246)
                                                                                                          20
                                  views on change

                      Q2 Extent to which agree or disagree with the following statements…
                                                                                                                Mean
                                                                                                                score

          I welcome change           29%                              63%                         7% 1%         3.21


I understand the reasons for
   internal organisational         24%                             64%                         10% 2%           3.11
       change at Trust

Trust responds effectively to
  changes in the external        20%                          60%                           15%    2%           3.00
        environment

  Change is well managed at                                                                                     2.84
            Trust
                                16%                       56%                           22%       5%


                                 Agree strongly    Tend to agree     Tend to disagree       Disagree strongly

                                                      Base: All respondents (246)
                                                                                                                21
  responding to & managing change

• Qualitative findings suggest some staff perceive a delay in
  responding to demographic and economic change as well
  as market conditions (contracting)
    They recognise the trade-off in terms of the need for
     investment to facilitate some of the changes they
     perceive to be necessary

• There is also some criticism of a perceived emphasis on
  formulating rather than implementing strategies and
  plans


                                                                22
                                 line management

                     Q3 Extent to which agree or disagree with the following statements…
                                                                                                                   Mean
                                                                                                                   score
        My line-manager focuses on achieving good job
                                                                    47%                  42%           9%          3.38
                        performance

           My line-manager is aware of my training and
                                                                    47%                  40%          11%          3.35
                       devlopment needs


                      My line-manager does a good job               47%                  39%         11% 1%        3.35


 My line-manager provides support to help me perform
                                                                    49%                  35%          14%1%        3.33
                   well in my job

I am confident in the ability of my line-manager to do a
                                                                    48%                  35%        11% 2%         3.33
                       good job

                                Agree strongly      Tend to agree       Tend to disagree       Disagree strongly

                                                           Base: All respondents (246)
                                                                                                                   23
                 communication & feedback

                     Q3 Extent to which agree or disagree with the following statements…
                                                                                                               Mean
                                                                                                               score
My line-manager is open to
 discussing things that are                 53%                             35%               10%              3.42
     important to me

 My line-manager is willing
 to feed comments up the                                                                                       3.23
                                         43%                         37%                   15%      2%
   line to other levels of
       management

   I receive regular and
constructive feedback from              41%                         37%                    18%      2%         3.20
     my line-manager


                               Agree strongly     Tend to agree    Tend to disagree        Disagree strongly

                                                     Base: All respondents (246)
                                                                                                               24
    regular & constructive feedback

• Qualitative findings suggest that a lack of regular and / or
  formal appraisals is a source of frustration for some staff

• Office based staff in non management roles are less likely
  than others to agree that they receive regular and
  constructive feedback




                                                                 25
                          working environment

                     Q4 Extent to which agree or disagree with the following statements…
                                                                                                               Mean
                                                                                                               score
          I am treated with respect by my colleagues             45%                    49%         4%1%       3.40


            I have the resources I need to do my job           37%                  52%           9% 1%        3.27


Trust Housing Association actively promotes fair and
                                                               40%                  48%           9% 2%        3.27
  equal access and opportunities for all employees

       The physical environment in which I work is
                                                               38%                  51%           8% 3%        3.25
                        satisfactory


                         I am fairly treated by Trust          40%                  48%          7%4%          3.24


                                Agree strongly         Tend to agree   Tend to disagree    Disagree strongly

                                                          Base: All respondents (246)
                                                                                                               26
             performance & remuneration

                   Q4 Extent to which agree or disagree with the following statements…
                                                                                                  Mean
                                                                                                  score



My performance is fairly                                                                          3.22
                                    35%                            51%                   11% 1%
    evaluated here




 Pay and conditions of
service are well matched
                               23%                      44%                      23%       9%     2.83
   to my job role and
     responsibilities


                     Agree strongly     Tend to agree     Tend to disagree    Disagree strongly

                                                   Base: All respondents (246)
                                                                                                  27
                   remuneration

• Qualitative findings suggest that lack of formal appraisals
  hinders transparent links between performance and
  reward

• Qualitatively, the change to core hours was fully accepted
  by many who were glad to be keeping their jobs in the
  current climate




                                                                28
                                 customer service

                      Q5 Extent to which agree or disagree with the following statements…
                                                                                                     Mean
                                                                                                     score
Trust Housing Association
is committed to excellent                  47%                             43%               8%      3.39
     customer service


 My working environment
enables me to provide high                 45%                            43%               10%      3.36
      quality service


Trust Housing Association
has a positive reputation in              40%                           48%                 8% 1%    3.30
      the community


                         Agree strongly    Tend to agree    Tend to disagree     Disagree strongly

                                                      Base: All respondents (246)
                                                                                                     29
                                     motivation

                   Q5 Extent to which agree or disagree with the following statements…
                                                                                                      Mean
                                                                                                      score


  I am motivated to do my best for our customers                  67%                     28%    3%   3.65




      The needs of our customers are clear to me                 66%                      30%    3%   3.64




I am motivated to do my best for my colleagues in
                                                                59%                      37%     2%   3.59
   other departments when working with them


                                               Agree strongly    Tend to agree     Tend to disagree

                                                    Base: All respondents (246)
                                                                                                      30
                                   commitment

                   Q6 Extent to which agree or disagree with the following statements…
                                                                                                  Mean
                                                                                                  score
I am proud to be part of
    Trust Housing                        50%                             41%              5% 2%   3.43
      Association


  I intend to still be
working for Trust in 12                    55%                              34%          6% 4%    3.41
     months' time


Trust is an organisation
  I would like to be                    46%                           39%                9% 2%    3.33
 employed long-term

                      Agree strongly   Tend to agree     Tend to disagree    Disagree strongly

                                                   Base: All respondents (246)
                                                                                                  31
            communication & confidence

                  Q6 Extent to which agree or disagree with the following statements…
                                                                                                            Mean
                                                                                                            score
I am aware of and understand the Association's                                                              3.52
                                                           54%                       44%          2%
         values, goals and objectives

My line-manager keeps me well informed about                                                                3.29
                                                         45%                  37%           15%
            matters affecting me


         I feel able to express my views openly         40%                39%              18% 2%          3.17



 I feel well informed about what is going on at
                                                     27%                51%                18% 2%           3.04
                     Trust

                                Agree strongly    Tend to agree   Tend to disagree      Disagree strongly

                                                   Base: All respondents (246)
                                                                                                            32
                  expressing views

• Qualitative findings suggest most staff feel able to express
  views openly, albeit their preferred channels may not be
  in open forum




                                                                 33
                                 team working

                  Q6 Extent to which agree or disagree with the following statements…
                                                                                                            Mean
                                                                                                            score

     Teamworking is encouraged within Trust              43%                  44%             11%           3.31



      We work effectively as teams withinTrust          35%               45%               17% 2%          3.15



Departments within Trust work well together to
                                                     26%               46%               22%     5%         2.93
    achieve common goals and objectives


 Communication between departments is good        13%            47%                 32%        5%          2.70


                               Agree strongly    Tend to agree    Tend to disagree      Disagree strongly

                                                  Base: All respondents (246)
                                                                                                            34
information, communication & team working


  • Qualitative findings suggest that not all staff feel the need
    to be well informed on all issues
      They may treat communications and information
       selectively
      They often know how to get information should they
       want it

  • There are qualitative indicators that communications and
    team working between departments may be hindered by
    physical locality

                                                                    35
                                             social

                   Q6 Extent to which agree or disagree with the following statements…
                                                                                                  Mean
                                                                                                  score



It is enjoyable to work
                                       47%                             44%                6% 1%   3.39
          here




     The Association
    provides sufficient
                                                                                         13%      2.60
    opportunities for       16%                39%                      30%
     socialising with
        colleagues


                      Agree strongly   Tend to agree    Tend to disagree     Disagree strongly

                                                   Base: All respondents (246)
                                                                                                  36
          opportunities to socialise

• Qualitative findings suggest that informal contact
  opportunities for all staff would be welcomed




                                                       37
                            senior management

                    Q7 Extent to which agree or disagree with the following statements…
                                                                                                              Mean
 I am confident in the                                                                                        score
  ability of the senior
                                   29%                            54%                     13%     2%          3.14
management team to do
       a good job

I believe members of the
   senior management                                                                                          3.06
                                22%                          59%                      13%       2%
team have confidence in
   each others' abilities

   I would like to have
  more contact with the
                             14%                    50%                         28%             4%            2.77
   senior management
          team
                                Agree strongly    Tend to agree    Tend to disagree       Disagree strongly

                                                    Base: All respondents (246)
                                                                                                              38
                          senior management

                   Q7 Extent to which agree or disagree with the following statements…
                                                                                                             Mean
                                                                                                             score
   The senior management team seek views from
  those with hands on involvement before taking       17%           43%               26%        9%          2.73
                business decisions



I think the senior management team are in touch                                                              2.67
                                                       18%         37%                32%        9%
      with day to day working life in my area



       I would be reluctant to raise issues or ask
                                                     9%      26%            41%                22%           2.22
       questions of the senior management team

                               Agree strongly    Tend to agree     Tend to disagree      Disagree strongly

                                                     Base: All respondents (246)
                                                                                                             39
       senior management visibility

• Qualitative findings show a perceived lack of / decline in
  visibility of senior management for some staff
    Often based on locality
• There is a perception from some of an “ivory tower” or
  “think tank” approach from SMT that does not take
  account of / consult with those who deal with the issues
  day-to-day
• Not all staff feel able or willing to ask direct questions of
  SMT, particularly in an Open Forum


                                                                  40
                          overall satisfaction

                             Q8a Overall satisfaction with job

• Overall satisfaction by mean score= 7.8 **high compared to similar organisations
    Employment status:                                      Role:
      Perm F/T – 7.88                          Senior Management Team – 8.38
      Perm P/T – 7.82                          Operational Management – 8.00
        Temp – 7.82                                Office based staff – 7.55
  Casual/Bank Staff – 8.20                     Development Management – 7.78
                                                   Development staff – 7.99
     Length of Service:
       < 4 years – 7.94                                 Place of Work:
      4-10 years – 7.66                         Sheltered Development – 8.20
      > 10 years – 8.35                       Very Sheltered Development – 7.76
                                               Supported Development – 8.55
                                                     A care home – 6.63
                                                     Office based – 7.64
                                                                                  41
                         overall satisfaction

        Q8b Overall satisfaction with Trust Housing Association as an employer

• Overall satisfaction by mean score= 7.6        **high compared to similar organisations
       Age Range:                                        Role:
        <35 – 8.25                          Senior Management Team – 8.38
       35-44 – 7.49                         Operational Management – 8.33
       45-54 – 7.52                             Office based staff – 7.86
        55+ - 7.85                          Development Management – 7.45
                                                Development staff – 7.54
    Length of Service:
     < 4 years – 8.06                                 Place of Work:
     4-10 years – 7.33                        Sheltered Development – 7.73
     > 10 years – 7.81                      Very Sheltered Development – 7.47
                                             Supported Development – 8.05
                                                   A care home – 5.63
                                                   Office based – 7.96
                                                                                      42
conclusions & recommendations



             24 Broughton Street                               Registered Office:
             Edinburgh EH1 3RH (UK)                            St Paul’s House
             Tel; +44(0)131 478 7505 Fax; +44(0)131 478 7504   Warwick Lane
             Email; info@george-street-research.co.uk          London EC4P 4BN (UK)
             VAT No: 502 484862                                No: 2364135
                      conclusions

• Overall the findings are largely very positive and compare
  favourably to other organisations
• In the main, there is very good understanding of/engagement
  with the mission, goals and values
• We would identify the following key areas for improvement
   The visibility of the SMT to all staff
   SMT consultation with staff on plans and implementation
   Better cross department working & communications
   Speedier response to change in terms of implementation
   More formal appraisal of performance

                                                                44
                recommendations

• Visible “back to the floor” days for all members of SMT
• Creation of relatively informal opportunities for
  communication between SMT and all staff members
                               AND
• Opportunities for all staff to get together (not frequent)
    Day sessions with some formal shared communication but
     some breakout, team-based workshops across departments

• Consistent introduction of regular, transparent and formal
  evaluation of performance


                                                               45
For more information, contact Janet Biggar (0131 478 7517)
              Or Jo Fawcett (0131 478 7510)




                          24 Broughton Street                               Registered Office:
                          Edinburgh EH1 3RH (UK)                            St Paul’s House
                          Tel; +44(0)131 478 7505 Fax; +44(0)131 478 7504   Warwick Lane
                          Email; info@george-street-research.co.uk          London EC4P 4BN (UK)
                          VAT No: 502 484862                                No: 2364135

				
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