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					Riversmead Housing Association
    2008 Residents‟ Survey




                     by
Feedback Services - the resident satisfaction
    survey service for social landlords


              December 2008

                                        Feedback Services
                                        National Housing Federation
                                        Clarendon House
                                        52 Cornmarket Street
                                        Oxford OX1 3HJ
                                        Tel : 0845 872 3660
                                        Fax : 0845 872 3661
     Executive Summary

     1.     Context
            In 2008, Riversmead Housing Association commissioned Feedback Services to carry out a
            STATUS survey. The different tenures of general needs tenants, sheltered tenants and
            homeowners were included in the survey, which took place between August and September
            2008.
            Postal surveys are an important way of gauging how satisfied residents are with service
            delivery. They provide a snapshot of residents‟ views at a particular time. The advantage of
            using the STATUS questionnaire used by Feedback Services is that the survey can be
            repeated and results compared over a period of time. Satisfaction at Riversmead can also be
            compared with satisfaction levels at other landlords that have used the STATUS survey.


      2.    Overall Results (general needs)
            On the whole Riversmead Housing Association tenants are very pleased with their homes
            and the services provided by their landlord. 57% of tenants responded to the survey and the
            levels of satisfaction are demonstrated in the following key findings (*excluding no
            opinions/can‟t remember):

                88% are satisfied with the services provided by their landlord
                86% are satisfied with the quality of their home
                80% are satisfied with the general condition of their home
                82% are satisfied with the neighbourhood as a place to live
                79% feel they obtain good value for money from their rent
                92% found staff helpful*
                88% are satisfied with the overall repairs and maintenance service*
                Between 87% and 93% who had a repair completed in the last 12 months rated all
                aspects of the actual work as „good‟ or „very good‟*
                87% feel that Riversmead keeps them well informed about things that affect them
                78% think that their landlord takes account of their views*.


      3.    Overall Results (sheltered)
            The sheltered tenants are even more satisfied with the services they receive. 76% of
            sheltered tenants responded to the survey and the levels of satisfaction are demonstrated in
            the following key findings (*excluding no opinions/can‟t remember):

                94% are satisfied with the services provided by their landlord
                97% are satisfied with the quality of their home
                93% are satisfied with the general condition of their home
                95% are satisfied with the neighbourhood as a place to live




Feedback Services – Executive summary                                                          Page - 1
                92% feel they obtain good value for money from their rent
                96% found staff helpful*
                94% are satisfied with the overall repairs and maintenance service*
                Between 90% and 98% who had a repair completed in the last 12 months rated all
                aspects of the actual work as „good‟ or „very good‟*
                95% feel that Riversmead keeps them well informed
                86% think that their landlord takes account of their views*.


      4.    Overall Results (home owners)
            The home owners are a little less satisfied with the services they receive from Riversmead.
            42% of home owners responded to the survey and the levels of satisfaction are
            demonstrated in the following key findings (*excluding no opinions/can‟t remember):

                66% are satisfied with the services provided by their landlord
                93% are satisfied with the quality of their home
                92% are satisfied with the size of their home
                74% are satisfied with the neighbourhood as a place to live
                73% found staff helpful*
                54% are satisfied with the overall repairs and maintenance service*
                Between 35% and 65% who had a communal repair completed in the last 12 months
                rated all aspects of the actual work as „good‟ or „very good‟*
                64% feel that Riversmead keeps them well informed
                51% think that their landlord takes account of their views*.


     5.     Stadium owned properties
            Riversmead now manages a number of properties owned by a fellow group member,
            Stadium. The survey included these but the results have largely been kept separate from the
            bulk of the Riversmead properties. However, when looking at the results separately, the
            Stadium tenants are also very pleased with the service received and generally have
            satisfaction levels about the same, or a little less than the Riversmead residents. For example,
            90% of general needs tenants are satisfied overall, compared to 88% of the Riversmead
            tenants; 100% of the sheltered tenants are satisfied (94% Riversmead) but just 49% of the
            home owners (66% Riversmead.

     6.     Riversmead combined results
            The report also includes a chapter looking at the results from all Riversmead tenants; this
            classification is also used for the comparison with the previous results and with other similar
            landlords. The figures are waited to take account of the higher response rate from the
            sheltered tenants. Overall, 89% of tenants are satisfied with the services received, also 89%
            are satisfied with the repairs service, 79% with the account taken of their views and 87% feel
            well informed by the Association.



Feedback Services – Executive summary                                                              Page - 2
     7.     Comparison with previous survey
            Feedback also carried out a STATUS survey for Riversmead in 2005 so it is possible to see if
            any differences had occurred over the last 3 years. The questionnaires have been updated
            and changed a little but most of the key questions remain so direct comparisons are possible.
            Generally the results have remained around the levels from the 2005 survey, or have slightly
            improved. This should be seen as positive as these results were already very high and the
            Association has done well to maintain this high standard. Overall, satisfaction has gone up 1%
            to 89%, as has satisfaction with repairs. Also up is satisfaction that the tenants views are
            taken into account, up 6%, the quality of repair work and workers keeping mess down, up
            5% and 3% respectively. However, 2% fewer found it easy to contact the right person and 4%
            fewer are satisfied with the general information they are given.

     8.     Comparison with other landlords
            The results of the survey were compared against the results of eight other landlords who
            have similar characteristics and who have completed STATUS surveys within the last 3 years.
            Generally, Riversmead tenants recorded satisfaction levels well above the group averages and
            the averages of all landlords who have completed STATUS surveys in the last 3 years.
            Overall, 89% of the Association‟s tenants are satisfied, 8% better than the group and national
            averages. Riversmead recorded the highest ratings of the group for the aspects of contact
            and being kept informed and taking account of tenant views. 89% are satisfied with the
            repairs and maintenance service, again the highest of the group and 12% higher than the
            national average.

     9.     Conclusion and recommendations
            The results from the survey demonstrate that tenants believe that Riversmead is providing a
            very good housing service. Overall, 89% of tenants are satisfied with the landlord services
            and tenants are clearly impressed, awarding high ratings for the quality of the home (87%),
            condition of the property (81%), helpfulness of staff (92%) and all aspects of the actual repairs
            service (87% - 94%). The home owners are a little less satisfied but are generally very happy
            with their homes and where they live.

            Compared with the previous survey‟s results (2005), satisfaction in Riversmead‟s
            performance appears to have remained about the same, which should be seen as positive
            given the already high level of satisfaction. Overall satisfaction increased 1% to 89%
            satisfaction with the repairs service is also up 1% to 89%.

            The key drivers on tenant satisfaction are the repairs service, the quality of the home and
            how they are kept informed. Improvements in these areas are likely to bring improved
            overall satisfaction, however, this will not be easy as satisfaction with these aspects is already
            very high.

            Recommendations
            It is clear that the vast majority of tenants are satisfied with their landlord and the overall
            services. Given the high levels of satisfaction and how well the Association compares with
            others it is difficult to identify many areas in need of urgent improvement, but as the goal
            must be to achieve continuous improvement the following are suggested.


Feedback Services – Executive summary                                                                Page - 3
                Local problems
            The residents are generally satisfied with the neighbourhoods where they live but they
            complain about various problems that affect them. In particular, car parking appears to be a
            problem, 47% of general needs and 22% of sheltered tenants and 37% of owners feel this to
            be a fairly or very big problem. The estates would largely have been built when car
            ownership was much less but residents do have concerns about safe parking areas. This may
            be something the Association can do little about but perhaps further consultation could
            discover the main concerns and produce some solutions. Litter and rubbish on the street is a
            concern to many as are the neighbours, 23% of general needs tenants and 34% of owners feel
            there is a problem. This problem is something the Association has more control over so
            perhaps it needs to look more closely how instances of neighbour nuisance and anti-social
            behaviour are handled.


                 Repairs and maintenance service
            The repairs and maintenance service is the key driver for satisfaction, it is also the main
            reason residents have contact with the Association. It also received very high levels of
            satisfaction from the tenants, 88% of general needs and 94% of sheltered tenants but less
            from the owners (see below). The day-to-day service also appears to be well received so it is
            difficult to pinpoint where improvements can be made. However, the overall quality and
            condition of the home is of prime importance to the residents and these aspects, whilst
            good, are not the best of the peer group. If further improvements to the Association‟s
            properties can be achieved through its on-going programmes, higher overall satisfaction
            could be achieved.

                 Tenant communication
            Overall, 78% of general needs and 86% of sheltered tenants and 51% of owners were
            satisfied with the account taken of tenants‟ views. Also 87% general needs, 95% sheltered
            and 64% of owners felt well informed. These figures compare very well with other landlords.
            So on the face of it there is no problem but keeping the tenants informed is a key driver and
            it was highest of all tenure groups of the services most important to be improved.

            The survey revealed an increasing use of the Internet, although most residents prefer to be
            contacted in writing. However, to ensure all groups receive the right information at the right
            time, the Association needs to provide a wide range of methods of contact, always being
            mindful of those with language or impairment difficulties.

                Home Owners
            In general, the home owners are less satisfied with the service received, although the type of
            service is often quite different. They are very appreciative of their homes, although a number
            thought storage was a problem. They also were generally satisfied with the sales process and
            most would recommend purchasing their home to a friend.

            They are, however, less satisfied with the repairs service and making general contact with the
            Association. This problem could be to do with expectations or maybe that owners feel they
            represent a small part of the Association‟s services. Further work may be needed to establish



Feedback Services – Executive summary                                                            Page - 4
             why home owners are less satisfied and more consultation and involvement may also be
             needed to ensure owners views are taken into account along with the tenants‟.

                  Demographic differences
             The survey shows that certain groups of tenants are more satisfied than other groups. Older
             tenants, retired tenants, long-standing tenants and unemployed tenants were often more
             satisfied than medium-term tenants (3 to 5 years), working tenants and, in particular, families.
             To a certain extent this is an established national pattern, but a focus on measures to
             improve the opinions of these groups could be a consideration in housing and
             neighbourhood management and service delivery initiatives.



                   Executive Summary Chart 1- Comparison with other landlords and
                 previous survey - Key satisfaction questions - % of tenants saying they
                   were satisfied/good (includes don't know, can't remember and no
                                                 opinion)
                                                                                         81%
             Services provided by landlord                                                     88%
                                                                                               89%
                                                                                       79%
             General condition of property                                                84%
                                                                                        81%
                                                                                          84%
         Quality of home/accommodation                                                      87%
                                                                                            87%
                                                                                       79%
                            Neighbourhood                                                83%
                                                                                          84%
                                                                                      78%
                   Value for money of rent                                              81%
                                                                                        80%
                                                                                   72%
        Ease of getting hold of right person                                                 88%
                                                                                           86%
                                                                                66%
      Satisfaction with outcome of contact                                            77%
                                                                                      77%
                                                                                      78%
                   Repairs & maintenance                                                     88%
                                                                                             89%
                                                                                 68%
                    Account taken of views                                          73%
                                                                                       79%
                                                                                        80%
                 Keeping tenants informed                                                     91%
                                                                                            87%

                                               0%   10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

                        Riversmead 2008                  Riversmead 2005            Peer group average




Feedback Services – Executive summary                                                                Page - 5
     Contents

     1. BACKGROUND INFORMATION ....................................................................................... 9
     1.1      STATUS .................................................................................................................. 9
     1.2      Riversmead Housing Association ........................................................................... 9
     1.3      Aims of the survey ................................................................................................. 9
     1.4      Survey methodology............................................................................................... 9
     1.4.1    Planning the survey................................................................................................. 9
     1.4.2    The questionnaires ............................................................................................... 10
     1.4.3    Property information ........................................................................................... 10
     1.4.4    Sampling and subgroups ....................................................................................... 10
     1.4.5    The survey process .............................................................................................. 10
     1.4.6    Use of incentives and response rates .................................................................. 11
     1.4.7    Sampling, response rate and statistical reliability ................................................. 11
     1.4.8    Weighting and representativeness ....................................................................... 11
     1.5      Guide to the survey reports ................................................................................ 11

     2. RIVERSMEAD HA TENANTS & HOME OWNERS ...................................................... 13
     2.1      Length of tenancy ................................................................................................. 13
     2.2      Household composition ....................................................................................... 13
     2.3      Age of tenants ...................................................................................................... 14
     2.4      Ethnic origin.......................................................................................................... 14
     2.5      Economic status ................................................................................................... 15
     2.6      Income levels and sources of income .................................................................. 16
     2.7      Sexual orientation ................................................................................................ 16
     2.8      Religion ................................................................................................................. 17

     3. RIVERSMEAD SATISFACTION RATINGS .................................................................... 18
     3.1       Overall satisfaction and key services ................................................................... 18
     3.2       Neighbourhood and local problems .................................................................... 21
     3.3       Customer Care .................................................................................................... 23
     3.4       Repairs and maintenance service ......................................................................... 25
     3.5       Resident communication and information ........................................................... 26
     3.6       Future plans .......................................................................................................... 27
     3.7       Improving services ................................................................................................ 28

     4. SHELTERED TENANTS .................................................................................................... 30
     4.1      Ease of access ....................................................................................................... 30
     4.2      Home help & care services .................................................................................. 30
     4.3      Emergency call system.......................................................................................... 31
     4.4      Scheme manager................................................................................................... 31

     5. RIVERSMEAD HOMEOWNERS ...................................................................................... 32
     5.1       Features of the home ........................................................................................... 32
     5.2       Service standards .................................................................................................. 32
     5.3       Homeowner communication ............................................................................... 33
     5.4       Purchasing the property ....................................................................................... 34
     5.5       Household costs ................................................................................................... 35
     5.6       Future plans .......................................................................................................... 35



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     6. STADIUM OWNED PROPERTIES ................................................................................... 37
     6.1      Household composition ....................................................................................... 37
     6.2      Ethnic origin.......................................................................................................... 37
     6.3      Economic status ................................................................................................... 37
     6.4      Overall satisfaction and key services ................................................................... 38
     6.5      Neighbourhood and local problems .................................................................... 39
     6.6      Customer Care .................................................................................................... 40
     6.7      Repairs and maintenance service ......................................................................... 42
     6.8      Resident communication and information ........................................................... 42
     6.9      Future plans .......................................................................................................... 43
     6.10     Improving services................................................................................................ 43

     7. RIVERSMEAD COMBINED RESULTS ........................................................................... 45
     7.1       Household composition ....................................................................................... 45
     7.2       Ethnic origin and work status .............................................................................. 45
     7.3       Overall satisfaction and key services ................................................................... 45
     7.4       Neighbourhood and local problems .................................................................... 47
     7.5       Customer Contact ............................................................................................... 47
     7.6       Repairs and maintenance service ......................................................................... 48
     7.7       Resident communication and information ........................................................... 49
     7.8       Improving services ................................................................................................ 50

     8. DEMOGRAPHIC INFLUENCES ....................................................................................... 52
     8.1      Type of Household ............................................................................................... 52
     8.2      Age of tenant ........................................................................................................ 52
     8.3      Length of tenancy ................................................................................................. 53
     8.4      Economic status ................................................................................................... 54
     8.5      Tenants with long-term illnesses or disabilities and wheelchair users ................ 55
     8.6      Ethnicity ................................................................................................................ 56
     8.7      Gender ................................................................................................................. 56
     8.8      Property size ........................................................................................................ 57
     8.9      Religion and sexual orientation ............................................................................ 58

     9. KEY DRIVER ANALYSIS ................................................................................................. 59
     9.1      Overall landlord satisfaction ................................................................................. 59
     9.2      Customer contact ................................................................................................. 60
     9.3      Repairs Service ...................................................................................................... 60

     10. COMPARISON WITH OTHER LANDLORDS ............................................................... 62
     10.1     Satisfaction with landlord ..................................................................................... 62
     10.2     Value for money ................................................................................................... 63
     10.3     Quality of the home and condition of home ....................................................... 63
     10.4     Neighbourhood .................................................................................................... 64
     10.5     Contact with landlord .......................................................................................... 65
     10.6     Repairs and maintenance...................................................................................... 66
     10.7     Communication and participation ........................................................................ 67

     11. COMPARISON WITH PREVIOUS SURVEY ................................................................. 68
     11.1     Changes in satisfaction ......................................................................................... 68


Feedback Services – Executive summary                                                                                          Page - 7
     12. BEST VALUE PERFORMANCE INDICATORS ............................................................ 70

     13. CONCLUSION .................................................................................................................. 71
     13.1     General conclusion............................................................................................... 71
     13.2     Specific recommendations for action................................................................... 71

     14. APPENDICES .................................................................................................................... 72
     14.1     The STATUS questionnaire (general needs questionnaire) ................................ 72
     14.2     Covering letter ..................................................................................................... 73
     14.3     Comparison tables ............................................................................................... 74




Feedback Services – Executive summary                                                                                          Page - 8
      1. BACKGROUND INFORMATION

      1.1    STATUS
      STATUS is a standardised tenants‟ satisfaction survey developed by the National Housing Federation
      funded by an Innovation and Good Practice Grant from the Housing Corporation.

      The STATUS questionnaire is endorsed by the Communities and Local Government department
      (CLG) and the Housing Corporation. The questionnaire has been evaluated and piloted by the Audit
      Commission, and the Housing Inspectorate uses STATUS as part of its review of landlords. The
      STATUS questionnaire collects information used for three of the Housing Corporation‟s Key
      Performance Indicators (which correspond with the CLG‟s National Performance Indicator).

      The STATUS questionnaire was originally designed to be used by social landlords to survey tenants in
      general needs (and sheltered housing). It is designed to be a baseline survey, which can be repeated
      after a number of years, and allows for the comparison of data between different social landlords, as
      an integral part of the best value regime and continuous improvement. In 2008, the questionnaire
      was updated and individual questionnaires for leaseholders, Housing for Older People and supported
      housing tenants were introduced.

      1.2      Riversmead Housing Association
      Riversmead Housing Association manages over 4,300 properties for rent and sale across
      Hertfordshire, Bedfordshire and Buckinghamshire, with the head office in Hertford. The Association
      is part of the Network Group which includes Community Trust Housing, London Strategic Housing,
      Stadium Housing, Mitali HA and Willow Housing and Care. Riversmead also manages a number of
      properties on behalf of Stadium HA. This report looks at the results of the surveys for all
      Riversmead owned properties and includes a section specifically looking at the Stadium owned
      properties.

      1.3     Aims of the survey
      The aim of the survey was to generate a benchmark on resident satisfaction, which would allow the
      Association to:
           Update the demographic and socio-economic profile of its residents.
           Provide an up to date picture of residents‟ satisfaction with their homes and with the
              services the Association provides.
           Compare the performance of Riversmead as a landlord with other social landlords who have
              used STATUS surveys.
           Compare the results with the previous survey carried out in 2005.
           Inform decisions regarding service reviews.

      Feedback Services was chosen as it provides standardised survey forms, which are used by a number
      of housing associations and local authorities, providing the opportunity for benchmarking.

      1.4    Survey methodology
      1.4.1 Planning the survey
      Riversmead first contacted the Feedback Services about carrying out a tenant satisfaction survey in




Feedback Services – Main Report                                                                     Page - 9
      May 2008. A proposal was submitted to Riversmead and Feedback Services was commissioned to
      carry out the work.

      1.4.2 The questionnaires
      The survey used the latest versions of the STATUS questionnaires (see Appendix 14.1) with the
      addition of some specifically designed questions for the Association. The tenant questionnaire
      (general needs) for example comprised of 50 questions in the following categories:

             Information about the household (Q1-Q9)
             Housing and services (Q10 - Q14)
             Contact with landlord (Q15-Q24)
             Repairs and maintenance (Q25-Q27)
             Communication and information (Q28-Q32)
             Anti-social behaviour (Q33-Q37)
             Future plans (Q38-Q39)
             Improving services (Q40-Q41)
             Additional comments (Q42)
             Background information (Q43-Q50)

      Sheltered tenants and homeowners were sent slightly different questionnaires, which reflect the
      different types of service they receive from the Association.

      1.4.3 Property information
      Riversmead supplied the Federation with background information, drawn from its database, on the
      properties in management. This information included information on property type and size. This
      information was used for the administration of the survey, to control the mailing process and to
      ensure the statistical reliability of the survey.

      1.4.4 Sampling and subgroups
      Planning for the survey took place in July 2008. In July 2008, Riversmead managed 3,226 general
      needs properties (2,698 Riversmead owned and 528 Stadium owned), 418 sheltered (392 Riversmead
      owned and 26 Stadium owned) and 637 owned properties (467 Riversmead owned and 170 Stadium
      owned) that fell within the groups appropriate for the STATUS survey. A decision was made to send
      a questionnaire to a sample of 1,106 general needs tenants, all 418 sheltered tenants and all 637
      owners. No specific subgroups were chosen for more detailed analysis but Chapter 6 looks
      separately at the Stadium owned properties.

      1.4.5 The survey process
      The survey was planned to take place during a six-week period. Three individual mailings took place.
      Feedback carried out the administration of the first mailout, which was sent out on 6th August 2008,
      this consisted of a copy of the questionnaire, a covering letter written by Feedback (Appendix 14.2)
      and a reply-paid envelope. All questionnaires were returned to Feedback. After two weeks, Feedback
      sent any resident who had not responded a reminder postcard asking them to complete the
      questionnaire. Feedback sent a second covering letter, questionnaire and reply-paid envelope to
      residents who had still not returned the questionnaire after a further two weeks. The survey period




Feedback Services – Main Report                                                                   Page - 10
      was closed on 18th September when the final questionnaires were sent for data entry.

      1.4.6 Use of incentives and response rates
      Incentives were used to boost the response rate. Questionnaires were drawn at random from those
      returned and three lucky winners won prizes of £50 each. The overall response rate for the general
      needs tenants was 54% with 601 questionnaires returned of the 1,106 sent out. For the sheltered
      tenants the response was 75% with 315 of the 418 returned and for the home owners 251 were
      returned from the 637 sent out giving a response rate of 39%.

      1.4.7 Sampling, response rate and statistical reliability
      For the overall results, Feedback aims at +/-4% accuracy at the 95% confidence level. This means
      that, for example, if 35% of tenants answered, “Yes” to a particular question, there are 95 chances
      out of 100 that the correct figure for all tenants will be between 31% and 39%. For the results when
      the tenant data is analysed for all the general needs tenants, 601 responses were achieved. This
      response was high enough to conclude that any figures quoted at this level are accurate within +/-
      3.6% accuracy for all tenants. For the sheltered tenants 315 questionnaires were returned giving an
      accuracy of +/-2.8% and for the homeowners, 251 were return giving an accuracy of +/-4.8. An
      accuracy of +/-10% is acceptable for subgroups. Figure 1.1 below shows the breakdown by
      Riversmead and Stadium owned stock.
              Figure 1.1 Tenure Type                     Number    Sample    Number     Response   Sampling
                                                            of       size    returned     rate     error (%)
                                                         tenants
              General Needs
                                       Riversmead          2,698       924       530        57%     +/-3.8%
                                          Stadium            528       182        71        39%     +/-10.8
                               Total general needs         3,226     1,106       601        54%     +/-3.6%
              Sheltered
                                          Riversmead         392      392        298        76%     +/-2.8%
                                              Stadium         26       26         17        65%      +/-14%
                                       Total sheltered       418      418        315        75%     +/-2.8%
              Home owners
                                      Riversmead             467      467        197        42%     +/-5.4%
                                         Stadium             170      170         54        32%      +/-11%
                               Total home owners             637      637        251        39%     +/-4.8%

              Total (all properties)                       4,281     2,161      1,167       54%     +/-2.5%

      1.4.8   Weighting and representativeness
      The raw data has been checked to take into account any differences between the responses and the
      total resident population. The number of bedrooms was used to check the similarity between the
      returned questionnaires and the property stock for each subgroup (that is the “representativeness”
      of the response). For example the sheltered tenants returned questionnaires in proportionally larger
      numbers than the general needs tenants, so when combining the two a waiting is applied so the
      results are representative of the group as a whole. Further information can be found in the the data
      tables.

      1.5     Guide to the survey reports
      This report forms part of a series of reports based on the surveys of Riversmead tenants and




Feedback Services – Main Report                                                                            Page - 11
      owners. This report is the survey report, and is based on the data found in the other reports.
                 Survey report (written report)
                 Part 1: Standard analysis of responses (data tables)
                 Part 2: Individual comments (text comments)
                 Part 3: Subgroup analysis (data tables)
                 Part 4: Comparative Data Analysis (data tables)
                 Part 5: Response by ethnicity (data tables)

      Please note that throughout this report some data tables and results displayed may not
      add up to 100%; this is the result of rounding up or down. This can also happen when
      two percentages are added together; the percentages in the text can differ from the
      percentages in the charts by 1%. Also, results are displayed, where applicable, excluding
      those that gave a no opinion or don’t know response.




Feedback Services – Main Report                                                                        Page - 12
      2. RIVERSMEAD HA TENANTS & HOME OWNERS

      The following chapter examines the different household demographics of those Riversmead general
      needs and sheltered tenants and home owners. Details of those in the Stadium owned properties are
      shown in Chapter 6.

      2.1     Length of tenancy
      The majority of tenants have been with the landlord for some time; of the general needs tenants 20%
      have been tenants for 6-10 years, 20% for 11-20 years and 30% for 21 years or more. Only 11% of
      tenants are new to the Association within the last 2 years, 4% have held their tenancy for less than a
      year and 7% for between 1 and 2 years; 9% of tenants have been with Riversmead for 3-5 years. It‟s a
      fairly similar picture with the sheltered tenants, 21% have been with Riversmead for 6-10 years and
      19% between 11 and 20 years and 21% have been tenants for 21 years or more; a few more between
      3 and 5 years (20%). Just 13% have become Riversmead tenants within the last 2 years, 3% within the
      last 12 months.

                                              Figure 2.1 Length of tenancy
                                                                             Don't know/
                                          5%                                 can't remember
                                                           21%
                                                         19%                 21+ years
                             Sheltered                     21%
                                                          20%                11-20 years
                                                   10%
                                         3%                                  6-10 years


                                                9%                           3-5 years
                                                                    30%
                                                          20%                1-2 years
                              General
                                                          20%
                               needs
                                                9%
                                                                             Under 1 year
                                              7%
                                         4%




      2.2     Household composition
      As you might expect, the household composition varied quite considerably between the different
      tenures. In the general needs properties there is quite a mix of household types and the average
      household size is 2.3 people per property. 23% are adults under 60, 13% single and 10% couples,
      whilst 40% are aged 60 or over, 24% single households and 16% couples. There are 23% families with
      children, 11% one-parent and 14% two-parent and 12% others, which includes 10% of households
      with three or more adults.

      The sheltered profile is quite different, all made up of smaller households, 92% aged 60 or over (75%
      single) but there are 8% a little younger. They have an average of 1.2 people per household.

      The home owners are different again; there are 11% families with children but the main groups are
      adults under 60 (43%) with 24% being single households and 44% older, either single (32%) or
      couples (12%). Figure 2.2 shows the breakdown between the tenures.



Feedback Services – Main Report                                                                     Page - 13
                                        Figure 2.2 Household composition
                                     Adults under 60           Older adults     Families     Other


                       Home owners (Base
                                                             43%                       44%               11% 3%
                             197)



                      Sheltered (Base 298)    8%                                92%                            0%



                      General needs (Base
                                                   23%                   40%                 25%         12%
                             527)




      2.3     Age of tenants
      The age profile shows a mixed range, in keeping with the household breakdown, the owners being a
      little younger. 47% of general needs tenants are aged 60 or over (46% of owners), whilst 18% are
      under 35 (28% owners). The remainder are between 35 and 59. The sheltered tenants have 98%
      aged 60 or over and 65% are aged 75 or over, suggesting pressure on the support services as these
      tenants grow older. It also shows that there are a high number of older tenants within the general
      needs stock and home owners and these shouldn‟t be forgotten when designing services for this age
      group.

                                         Figure 2.3 Age of principle resident

                                                        11%
                                                              15%
                                                             14%
                        Home Owners               6%                                         85+ years
                                                  6%
                         (Base 181)                    10%
                                                        11%                                  75-84 years
                                                                        25%
                                             3%                                              65-74 years
                                                                              29%            60-64 years
                                                                                      36%
                                                                       24%
                            Sheltered                  10%                                   55-59 years
                                         2%
                           (Base 273)                                                        45-54 years
                                                                                             35-44 years
                                                  6%                                         25-34 years
                                                              16%
                                                               17%                           16-24 years
                        General needs              8%
                                                  7%
                         (Base 483)                      13%
                                                            16%
                                                          14%
                                             4%


      2.4     Ethnic origin
      The majority of Riversmead‟s residents classify themselves as „White British‟; 95% of the general
      needs tenants, 97% sheltered tenants and 89% of owners. There are very few from other
      backgrounds, although 3% of home owners class themselves as „other white‟. The chart below shows
      the breakdown by main group classification.




Feedback Services – Main Report                                                                                     Page - 14
                                              Figure 2.4 Ethnic origin of households

                       Home owners
                                                                    89%
                        (Base 196)


                      Sheltered (Base
                                                                   97%
                           298)


                       General needs
                                                                   97%
                        (Base 527)


                                        0%      20%          40%         60%      80%       100%
                                             Asian   Black    Mixed      Other   White British


      2.5     Economic status
      In terms of economic status, 39% of general needs principal tenants are in employment (25% in full-
      time employment, 11% in part-time employment and 3% self-employed), while more partners or
      spouses are working (52%). 34% of principal tenants are retired, as are 27% of their partners.
      Unemployment is just 4% for principal tenants and 1% for partners. 21% of principal tenants are
      outside employment (10% permanently sick or disabled and 11% at home looking after family). The
      sheltered tenants are quite different; 88% are retired and 5% are permanently sick/disabled and very
      few still work.

      For the home owners, many of whom have to support a mortgage, employment rates are higher;
      51% are in full-time work, 5% part-time and 3% are self-employed. However, 37% are retired, 3%
      permanently sick/disabled and less than none are unemployed.

                                         Figure 2.5 Work status of principal tenant
                               1%                    4%                    3%             Other
                              10%                    5%

                                                                                          Permanently sick
                              11%                                                         /disabled
                                                                          37%             At home/ looking after
                                                                                          family
                                                                                          Full-time student
                              34%                                          0%
                                                                                          Retired

                                                     88%
                                                                                          Unemployed and
                                                                                          available for work
                               3%
                                                                                          Government training
                              11%

                                                                                          Self-employed


                                                                                          In employment:part
                                                                                          time

                                                     1%                                   In employment:full
                                                                                          time
                       General needs (Base Sheltered (Base 244)    Home owners (Base
                              472)                                       182)




Feedback Services – Main Report                                                                                    Page - 15
      2.6     Income levels and sources of income
      The graph below (Figure 2.6) shows the distribution of the total net weekly household income for
      the tenants. The vast majority of households are on incomes under £300 per week, 76% general
      needs and 97% of sheltered tenants; 14% and 11% respectively get less than £100 and 43% general
      needs and 62% sheltered between £100 and £199. Just 24% of general needs households have higher
      incomes, with few over £500 per week (just 6%), only 3% of sheltered households have a income of
      £300 or more.

                                            Figure 2.6 Household net income
                                            0%                                          £1,000 or
                                            0%                                          more
                                            1%                                          £700-£999
                          Sheltered (Base   0%
                                            1%                                          £600-£699
                                197)
                                             3%
                                                           24%                          £500-£599
                                                                              62%
                                                   11%                                  £400-£499

                                            0%                                          £300-£399
                                             2%
                                             2%                                         £200-£299

                           General needs     3%
                                                                                        £100-£199
                                                  8%
                            (Base 399)
                                                   10%                                  Up to £99
                                                         19%
                                                                      43%
                                                    14%


      The income for owners is shown by annual salary and the chart below shows that 68% receive less
      than £31,200 per year; 28% get up to £10,399, 18% between £10,400 and £20,799 and 22% between
      £20,800 and £31,199. 32% get more than £31,200 per year.

                                       Figure 2.7 Homeowners gross income
                          £65,000 up to £74,999           2%
                          £58,000 up to £64,999            3%
                          £52,000 up to £57,999                  6%
                          £41,600 up to £51,999                   8%
                          £31,200 up to £41,599                             14%
                          £20,800 up to £31,199                                         22%
                          £10,400 up to £20,799                                   18%

                                   Up to £10,399                                               28%




      2.7     Sexual orientation
      The questionnaire also asks residents to describe their sexual orientation; this is to allow monitoring
      and the prevention of harassment and unfair treatment. The majority of general needs tenants (79%),
      sheltered tenants (72%) and home owners (87%) class their sexual orientation as heterosexual. Just
      3% of general needs tenants and 2% of owners said they are gay or bisexual, while 3% of tenants and
      1% of owners described themselves as other and 15% general needs, 24% sheltered and 11% of
      owners preferred not to say.




Feedback Services – Main Report                                                                      Page - 16
                                                  Figure 2.8 Sexual orientation

                    Home owners (Base
                                                                          87%                                  11%
                          142)


                   Sheltered (Base 203)                             72%                                 24%


                    General needs (Base
                                                                      79%                                   15%
                           404)


                                          0%               20%       40%            60%           80%           100%
                       Heterosexual       Gay man          Gay woman   Bisexual      Other     Prefer not to say



      2.8     Religion
      The majority of tenants describe themselves as Christian, general needs 70% and 89% sheltered.
      There are very few tenants from other religions, although 1% (general needs and sheltered) say they
      have another religion. 24% say they have no religion (6% sheltered) and 4% preferred not to say (4%
      sheltered).

      For the home owners it is quite similar to the general needs tenants with 71% describing themselves
      as Christian and1% Hindu. 24% said they have no religion and 4% preferred not to say.

                                                   Figure 2.9 Household religion


                       Home owners (Base
                                                     24%                          71%                         4%
                             168)



                      Sheltered (Base 270)    6%                            89%                               4%



                      General needs (Base
                                                     24%                          70%                       4%
                             462)


                                             0%            20%       40%          60%           80%           100%


                                 None                                       Christian (All denominations)
                                 Buddhist                                   Hindu
                                 Jewish                                     Muslim
                                 Sikh                                       Any other religion
                                 Prefer not to say




Feedback Services – Main Report                                                                                        Page - 17
      3. RIVERSMEAD SATISFACTION RATINGS

      The following analysis of results can be taken to represent the views of the Riversmead tenants and
      home owners, based on those in the Riversmead owned properties, and is accurate to +/-3.8% for
      the general needs survey, +/-2.8% for the sheltered survey and +/-5.4% for the owners. Please note
      that the percentages quoted in the text and graphics may not always add up to 100% because of
      rounding. The results for those in the Stadium owned properties are shown in Chapter 6.

      3.1       Overall satisfaction and key services
      The vast majority of Riversmead‟s tenants and owners are satisfied with the services provided by the
      Association. The residents were asked, “Taking everything into account, how satisfied or dissatisfied
      are you with the services provided by your housing association?” 88% of general needs tenants said
      they are satisfied with their landlord; of these 44% feel very satisfied and 44% fairly satisfied, just 6%
      are dissatisfied with the service received and 5% say they are neither satisfied nor dissatisfied. The
      sheltered tenants are even more pleased, 94% are satisfied (59% very satisfied) and just 4%
      dissatisfied. However, the owners are less satisfied generally with 66% satisfied overall, 13% very and
      53% fairly but 19% are dissatisfied and 16% neither one nor the other.
                                Figure 3.1 Taking everything into account how satisfied or
                                 dissatisfied residents are with services provided by their
                                                           landlord


                     Home owners (Base
                                                13%                 52%                    16%       13% 5%
                           189)




                    Sheltered (Base 295)                      59%                           35%           1%
                                                                                                         2%




                    General needs (Base
                                                        44%                          44%                 3%
                                                                                                      5%3%
                           516)


                                           0%    10% 20%      30%   40%    50% 60%    70%        80% 90% 100%
                                  Very satisfied               Fairly satisfied            Neither
                                  Fairly dissatisfied          Very dissatisfied




      Satisfaction with key services
      The vast majority of tenants are satisfied with the quality of their home, 86% of general needs and
      97% of sheltered tenants are satisfied. They are also very satisfied with its condition, 80% and 93%
      respectively rate this as very or fairly good. The tenants also feel that they get good value for money
      from the rent they pay, 79% of general needs and 92% of sheltered tenants feel this is good. There is
      little dissatisfaction; although 12% of general needs tenants think the condition of their home is poor.

      The sheltered tenants were also asked how they felt about the security and safety of their home,
      again the vast majority (93%) are satisfied with this aspect, only 3% are dissatisfied. Figure 3.2 below
      shows the responses.




Feedback Services – Main Report                                                                                 Page - 18
                                   Figure 3.2 Tenant satisfaction with key services


                                                               93%
                                                                        Safety and security of
                                                               92%      your home
                      Sheltered
                     (Base 249)
                                                               93%
                                                                        Value for money

                                                                 97%

                                                                        General condition of
                                                                        property

                                                        79%
                  General needs                                         Overall quality of home
                   (Base 474)
                                                         80%


                                                           86%




      The home owners were asked different questions about their home and the results are summarised
      in Chapter 5 below.

      Satisfaction with support and advice
      The tenants were asked how satisfied they are with a number of support and advice services. Figure
      3.3 below show the responses excluding those that gave „no opinion‟.

      83% of general needs tenants and 93% of sheltered tenants were happy with the advice received
      about their rent payments, with 86% of sheltered tenants satisfied with the advice they received
      about benefits. 54% general needs and 77% sheltered were satisfied with advice about moving home;
      11% and 4% respectively were dissatisfied and 35% of general needs tenants neither satisfied nor
      dissatisfied. On support provided to new tenants 60% and 84% respectively were satisfied and for the
      support provided to vulnerable tenants 55% and 84% were satisfied, 11% of general needs tenants
      being dissatisfied.

      Overall, 87% of general needs and 94% of sheltered tenants were satisfied with the way enquiries
      were dealt with only 5% and 4% respectively dissatisfied. There is more detail about contact with the
      landlord provided in section 3.3 below.

      Finally, the sheltered tenants were asked about their alarm system, and again there is high
      satisfaction, 94% are satisfied, 68% very satisfied and only 5% dissatisfied.




Feedback Services – Main Report                                                                    Page - 19
                                   Figure 3.3 Satisfaction with advice and support services


                                                                       94%

                                                                  86%        Alarm call system
                                                                       94%

                       Sheltered                                 84%         Advice on benefits

                                                                 84%
                                                                             How enquiries are dealt
                                                               77%           with generally

                                                                       93%   Support provided to
                                                                             vulnerable tenants

                                                                             Support provided to new
                                                                             tenants
                                                                     87%     Advice on moving home
                   General needs
                                                       55%
                                                                             Advice on rent payments
                                                        60%

                                                      54%

                                                                 83%




      Important of services to tenants
      Tenants were asked to pick which three services from a list of standard services they felt were most
      important.

      For both groups of tenants there is agreement that the repairs and maintenance service is the most
      important service with 86% of general needs and 67% of sheltered tenants placing it in their top
      three. There is then a slight difference between the groups, for the general needs tenants the next
      most importance service is the overall quality of their home; this being closely linked to the repairs
      issue. Third is the value for money of the rent, fourth is keeping tenants informed, then taking their
      views into account, their neighbourhood and lastly dealing with anti-social behaviour.

      The sheltered tenants place keeping them informed second, followed by the overall quality of their
      home, their neighbourhood, value for money, taking their views into account and lastly dealing with
      anti-social behaviour.




Feedback Services – Main Report                                                                        Page - 20
                                          Figure 3.4 The most important service areas for residents
                                                       (when asked to select top three)
                                               16%                                       Value for money for your rent
                                               18%

                                                                                         Neighbourhood as a place to live
                           Sheltered
                                                                        67%
                           (Base 283)
                                              15%                                        Dealing with anti-social behaviour

                                                           36%

                                                           36%                           Repairs and maintenance

                                                           37%
                                                                                         Taking tenants‟ views into account
                                                     28%

                           General
                                                                                         Overall quality of your home
                          needs (Base                                           86%
                             512)
                                                     27%
                                                                                         Keeping tenants informed
                                                                 51%

                                                         35%




      3.2     Neighbourhood and local problems

      82% of general needs, 95% of sheltered tenants and 74% of owners are satisfied with their
      neighbourhood as a place to live, whilst 12%, 3% and 14% respectively are dissatisfied. All residents
      were then asked to indicate if a series of issues are a problem in their neighbourhood. Figure 3.5
      shows the responses.

                                     Figure 3.5 Local problems (% very big or fairly big problem)
                                                                                                                    37%
                                          Car parking                                       22%
                                                                                                                              47%
                                                                                                              34%
                                     Rubbish or litter                          14%
                                                                                            23%
                                                                                              25%
                     Disruptive children / teenagers                          13%
                                                                                         20%
                                                                                                        30%
                                    Noisy neighbours               6%
                                                                                          20%
                                                                                        18%
                         Drunk or rowdy behaviour                      7%
                                                                                14%
                                                                                14%
                             Vandalism and graffiti                    7%
                                                                              12%
                                                                               13%
                                     Pets and animals              6%
                                                                                14%
                                                                    8%
                                    Noise from traffic                10%
                                                                      10%
                                                                        12%
                                Drug use or dealing          1%
                                                                          14%
                                                                    8%
                    People damaging your property            1%
                                                                   7%
                                                                 5%
                                          Other crime         2%
                                                                   7%
                                                                4%
                        Racial or other harassment
                                                                 5%
                                                             1%
                   Abandoned or burnt out vehicles
                                                               3%


                                            General needs                   Sheltered              Home owners




Feedback Services – Main Report                                                                                                     Page - 21
      Generally, the general needs tenants had the most concerns about these issues with the home
      owners next; few sheltered tenants felt these issues caused them much problems. The issue of most
      concern for all residents is car parking, 47% of general needs tenants, 37% of owners and 22% of
      sheltered tenants feel this is a very or fairly big problem in their neighbourhood. Next is litter and
      rubbish and a number have problems with the neighbours, e.g. 30% of owners. Drug use and dealing
      is not felt to be too serious and there are very few instances of abandoned cars.

      Anti-social behaviour
      8% of general needs tenants had reported anti-social behaviour to Riversmead in the past 12 months.
      For those tenants who had reported the problem to their landlord 68% found it easy to contact the
      right person, although 23% found it difficult. More tenants found staff helpful (82%), just 13% found
      staff unhelpful. Half of tenants found staff able to deal with their problem (51%) but 39% found them
      unable to deal with their problem.

      With regard to the different aspects of how their report was dealt with, most were satisfied. 76%
      were satisfied with the advice given by the staff about the issue and 50% were happy with the way
      they were kept informed about progress, although 18% and 27% respectively were dissatisfied. With
      the support provided by staff throughout the process 56% were satisfied, although 21% were
      dissatisfied and 58% were satisfied with how the report was dealt with and 54% with the speed it was
      dealt with. 51% of tenants felt satisfied with the final outcome of their report but 37% were
      dissatisfied and 11% neither satisfied nor dissatisfied.
      Figure 3.6 below shows the tenants‟ responses to how their anti-social behaviour report was
      handled.

                                     Figure 3.6 General needs tenants satisfaction
                                        with way in which anti-social behaviour
                                                 report was dealt with
                              The final outcome of your report     51%      11%     37%

                             Speed with which your report was
                                                                   54%       20%     26%
                                        dealt with

                                  How the report was dealt with     58%       17% 25%

                                      Support provided by staff     56%       24%     21%

                                           Being kept informed     50%       24%     27%

                                       Advice provided by staff       76%           5% 18%

                                                               0% 20% 40% 60% 80% 100%
                                                Satisfied     Neither Dissatisfied



      The sheltered tenants were also asked about anti-social behaviour, 9% said they had experienced
      some form within the last 12 months. Of those 72% reported the incidents to Riversmead and 28%
      to another organisation. Of those reporting to Riversmead, 83% were happy with the way it was
      dealt with.




Feedback Services – Main Report                                                                     Page - 22
      3.3     Customer Care

      The vast majority of general needs tenants (89%) and 73% of sheltered tenants had contacted their
      landlord in the last 12 months. Also, 58% of owners contacted Riversmead.

      Method of contact
      When communicating with Riversmead the vast majority telephoned, 89% of general needs and 85%
      of sheltered tenants and 69% of owners. Only 7% of general needs, 5% of sheltered tenants and 11%
      of owners visited an office; 10% of owners wrote to the Association and 4% of sheltered tenants
      visited the scheme manager‟s office.

                     Figure 3.7 How residents last          General     Sheltered         Home
                     contacted the Association               needs       tenants         owners
                                                            tenants
                     Phoned                                      89%          85%            69%
                     Visited Office                               7%           5%            11%
                     Wrote                                        2%           2%            10%
                     Email                                        1%           1%            10%
                     Visited scheme manager’s office                           4%
                     Staff visit to scheme                                     1%
                     Other                                        1%           2%             1%
                     Can't remember                               0%           0%             1%
                     Responses                                   520          212            127

      Reason for contact
      The most common reason for the tenants to contact Riversmead was to report or enquire about a
      repair, 73% of contact from the general needs tenants was for this purpose and 78% from the
      sheltered tenants. 10% general needs and 4% sheltered made contact about their rent or housing
      benefit, 3% from both about a transfer or exchange, 3% and 2% about neighbour issues, 4% and 3%
      respectively about garden or communal areas and 6% and 8% on other issues. 1% of contact from the
      sheltered tenants was about their home help/care services. For the owners, defect/repairs queries
      accounted for 57% of contact, 12% was about service charges, none about a remortgage or
      staircasing, 2% about buying or selling their home, 15% about the neighbours and 9% to make a
      complaint.

                Figure 3.8 Reason for last contact               General     Sheltered        Home
                                                                  needs       tenants        owners
                Repairs (or defects for owners)                        73%          78%            57%
                Rent or housing benefit (service charges)              10%           4%            12%
                Transfer or exchange                                    3%           3%
                Garden or Communal areas                                4%           3%
                Home help/care services                                              1%
                Staircasing or remortgaging                                                         0%
                Buying or selling home                                                              2%
                Make a complaint                                                                    9%
                Neighbours or Neighbourhood issues                      3%           2%            15%
                Other                                                   6%           8%             2%
                Can’t remember                                          1%           2%             2%
                Responses                                              444          198             82




Feedback Services – Main Report                                                                          Page - 23
      Quality of contact
      The residents had a mixed experience when making general enquiries with the tenants a little more
      satisfied than the owners, although the sheltered tenants were highly pleased. 85% of general needs
      and 91% of sheltered tenants found getting hold of the right person easy but only 61% of owners; 9%,
      5% and 24% respectively found it difficult. More found the staff helpful, 92% general needs and 96%
      sheltered (73% owners) and 85% of general needs, 90% of sheltered tenants and 59% of owners felt
      they could deal with their problem. On the final outcome of the enquiry 76% of general needs
      tenants and 86% of sheltered tenants were satisfied but only 52% of owners; 34% of owners were
      left dissatisfied.

      When looking at the reasons for the general needs tenants to make contact, the issues causing the
      greatest dissatisfaction with the outcome was transfer and neighbour queries; very few were left
      dissatisfied with their repairs enquiries.
                                             Figure 3.9 Satisfaction with customer contact


                                  Satisfaction with                    52%
                                       the final                                      86%
                                      outcome                                   76%

                                                                         59%
                                  Could staff deal
                                                                                       90%
                                  with the problem
                                                                                      85%

                                                                                73%
                                    Helpfulness of
                                                                                            96%
                                        staff
                                                                                        92%

                                                                          61%
                                    Getting hold of
                                                                                       91%
                                   the right person
                                                                                      85%

                                                      0%   20%   40%   60%      80%    100%       120%


                                               General needs      Sheltered       Home owners




      Access to the Internet
      The residents were asked if they had access to the Internet and, if so, where. The home owners have
      greater access, 60% said they have access somewhere, compared to 44% of general needs tenants
      and just 17% of sheltered tenants. It is most common that access is at home via a PC, 51% of owners
      have home access as do 38% of general needs and 15% of sheltered tenants.
                    Figure 3.10 Access to the Internet            General         Sheltered               Home
                                                                   needs           tenants               owners
                                                                  tenants
                    At home via a PC                                    38%                   15%            51%
                    At home via digital TV                               1%                    1%             2%
                    At work                                              6%                    0%            27%
                    At school, college or university                     0%                    0%             2%
                    Elsewhere (e.g. Internet café)                       5%                    1%             3%
                    No access at all                                    56%                   83%            40%




Feedback Services – Main Report                                                                                    Page - 24
      58% of owners, 37% of general needs tenants and 13% of sheltered tenants have an email address and
      of those 66%, 62% and 70% respectively would be happy for Riversmead to contact them by email.

      Office opening hours
      The vast majority of residents find the current office opening hours meet their expectations, 96% of
      general needs tenants (who expressed an opinion) are happy with the current hours of Monday to
      Friday 9.00am to 5.00pm as are 97% of sheltered tenants and 84% of owners. However, this means
      that 16% of home owners feel that these hours do not meet their expectations; this may be because
      a much higher percentage are working so may find it harder to get time to call in.


      3.4     Repairs and maintenance service

      79% of general needs tenants (excluding those that couldn‟t remember) and 75% of sheltered tenants
      had reported a repair in the last twelve months and 38% of owners reported communal repairs.
      Overall, 88% of general needs tenants (who had an opinion), 94% of sheltered tenants and 54% of
      owners are satisfied with the repairs and maintenance service. Just 8% of general needs and 4% of
      sheltered tenants are dissatisfied, however, 30% of owners are dissatisfied with the service.

      With regard to the day-to-day service, satisfaction tended to be higher, particularly with the
      sheltered tenants but less so with the home owners, as shown in Figure 3.11.

                                  Figure 3.11 Satisfaction with day-today repairs
                                                                         57%
                      Ability to minimise
                                                                                              95%
                        dirt and mess
                                                                                            90%
                                                                  46%
                        Quality of repair                                                    92%
                                                                                            89%
                                                                               65%
                      Attitude of workers                                                       98%
                                                                                              93%
                                                                          59%
                         Speed at which
                                                                                            90%
                         work completed
                                                                                            90%

                       Time taken before                    35%
                                                                                             92%
                         work started
                                                                                           87%

                        Being told when                           48%
                                                                                              93%
                        work would start
                                                                                           87%

                               Overall                                  54%
                                                                                              94%
                             satisfaction
                                                                                           88%

                                            0%      20%     40%         60%          80%      100%

                                            General needs     Sheltered              Home owners

      The aspects of the work once on site were a little better than the service received before a worker
      arrived. 90% of general needs and sheltered tenants felt the speed of work to be good, 89% and 92%
      respectively the quality, 93% and 99% the attitude of the workers and 91% and 95% their ability to
      keep dirt and mess to a minimum, however slightly fewer general needs tenants thought the




Feedback Services – Main Report                                                                       Page - 25
      information received about when a worker would call was good (85%) and 86% the time it took for a
      worker to call.

      The owners, although receiving a different type of service, were much less satisfied. Only 48% felt the
      information about when work would start was good and 35% the time to start work. Once on site
      satisfaction was a little higher, speed of work 59%, attitude of the workers 65%, quality of work 46%
      and keeping dirt and mess to a minimum 57%.

      3.5     Resident communication and information

      The residents were then asked a series of questions about communication and information.

      Preferred methods of communication
      The residents were asked to show which methods they prefer Riversmead to use to inform them or
      consult them about issues which may affect them, Figure 3.12 below shows the responses. The vast
      majority of residents said that one of the preferred methods is by letter, 86% of general needs and
      70% of sheltered tenants and 82% of owners chose this option; the telephone is also popular, 34%
      general needs, 25% sheltered and 15% of owners like this method. A personal visit is preferred by
      21% of general needs and 22% sheltered tenants (12% of owners) and 36%, 26% and 15% respectively
      like to receive newsletters but fewer tenants prefer residents‟ groups and forums (8% general needs
      and 20% sheltered) or open meetings (6% and 11% tenants and 21% owners). 13% of general needs
      tenants and 22% of owners like to receive communication by email.

                             Figure 3.12 Preferred methods for landlord to use to
                            inform/consult residents about issues that may affect
                                                    them
                                                                        On-line forums
                                   0%
                                            22%
                    Home owners                                         Other
                                            21%
                     (Base 188)           15%
                                          15%                           By email
                                         12%
                                                                82%
                                                                        Residents’ groups or
                                   1%                                   forums
                                    5%
                       Sheltered            20%                         Open meetings or AGM
                                         11%
                       Base 289)              26%
                                              25%
                                             22%                        Magazine or newsletter
                                                          70%
                                    3%                                  Telephone call
                                   1%
                                       13%
                       General       8%                                 Personal visit
                     needs (Base    6%
                        522)                       36%
                                                  34%
                                            21%                         By letter
                                                                 86%




Feedback Services – Main Report                                                                      Page - 26
      Information and account taken of views
      Riversmead is doing a good job in keeping its residents informed; 87% of general needs and 95% of
      sheltered tenants and 64% of owners feel the Association is either very good or fairly good, only 4%
      of general needs tenants feel poorly informed as do 15% of owners. 78% general needs, 86%
      sheltered and 51% of owners are satisfied with the way the Association takes their views into
      account. However, 9%, 4% and 24% respectively are dissatisfied.

                                        Figure 3.13 Satisfaction with information and
                                                         consultation
                                                                               48%
                              Keeping tenants
                                                                                                          95%
                                 informed
                                                                                                     87%


                                                                                51%
                              Account taken of
                                                                                                    86%
                                   views
                                                                                              78%


                                                  0%        20%         40%      60%         80%      100%

                                         General needs            Sheltered          Home owners



      Riversmead Newsletter
      Riversmead produce a regular newsletter and it is encouraging to discover that the vast majority of
      residents read it; 93% of general needs tenants, 95% sheltered and 82% of home owners. Of those
      that do read it the vast majority find it interesting, informative and easy to read, as shown in Figure
      3.14 below.
                                                      Figure 3.14 Riversmead newsletter

                                                                                       82%
                                   Interesting                                                 99%
                                                                                             94%

                                                                                             92%
                                  Informative                                                 97%
                                                                                              96%

                                                                                              98%
                                  Easy to read                                                97%
                                                                                              98%

                                                 0%      20%      40%     60%        80%     100%

                                           General needs           Sheltered          Home owners




      3.6    Future plans
      20% of the general needs tenants felt it was very (10%) or fairly (10%) likely that they would move
      from their current home in the next 3 years. About two-thirds of tenants felt a move was unlikely
      (71%) and 9% were unsure.




Feedback Services – Main Report                                                                                 Page - 27
      Of those tenants who felt that they were likely to move in the next three years, 57% would still want
      to rent from Riversmead, while 3% would like to rent from another housing association. 7% of
      tenants would like to rent from a council and 1% from a private landlord. A small number of tenants
      would consider buying a property outright (1%) or by shared ownership (2%). A few wanted to
      move to sheltered accommodation (10%). A number of tenants did not know (15%) or would
      consider other alternatives (3%).

                                              Figure 3.15 Where tenants are likely to move
                                                               (Base 91)
                                      Other 3% Don’t know
                                                  15%
                                 Sheltered
                               accommodati                                                  Rent from this
                                  on 10%                                                       housing
                                                                                             association
                               Shared                                                            57%
                            ownership (i.e.
                            part rent, part
                               buy) 2%

                                 Buy own
                                property
                              (mortgage, buy
                               outright) 1%
                                                                 Rent from
                                    Rent from
                                                     Rent from    another
                                     private
                                                   council/local  housing
                                   landlord 1%
                                                   authority 7% association
                                                                    3%


      3.7     Improving services
      The residents were also asked which three services provided by Riversmead should be improved.
      There was some agreement in that keeping tenants informed was the highest rated for improvement
      by the three groups, 58% general needs, 67% sheltered tenants and 56% of owners.

                                    Figure 3.16 Most impostant services for improvement

                                                    17%
                                                                                         Other
                                                       23%
                                                          29%
                           Home owners
                                                 10%
                            (Base 158)                                                   Community
                                                                      44%
                                                                         50%             activities
                                                                            56%
                                                                                         Tenant involvement
                                                  12%
                                                                   42%
                                                                36%
                          Sheltered (Base                                                Managing arrears
                                                 9%
                                220)
                                                        20%
                                                              30%
                                                                                   67%   Dealing with ASB

                                                  13%
                                                            26%
                                                              31%                        Reporting repairs
                           General needs
                                                      18%
                            (Base 426)
                                                                    38%
                                                                       45%               Keeping tenants
                                                                             58%         informed




Feedback Services – Main Report                                                                               Page - 28
      Next most priority for improvement for the general needs tenants and the owners is reporting
      repairs and dealing with anti-social behaviour but for the sheltered tenants, they would like to see
      improvements to community activities and projects and tenant involvement.

      The residents were also asked to say if they felt the service has changed within the last 12 months.
      The tenants were very positive with 36% of general needs and 32% of sheltered tenants saying they
      felt the service had got better. 60% and 61% respectively felt the service was about the same; this
      should also be seen as positive given the very high levels of satisfaction with most aspects of
      Riversmead‟s service. Only 4% of general needs tenants and 7% of sheltered tenants feel the service
      has got worse.

      79% of the home owners feel things are about the same and the remainder are fairly evenly split
      between those that think service has improved (11%) and those who think it has deteriorated (11%).

                                  Figure 3.17 Has the service changed in the
                                               last 12 months?


                           Home owners     11%                     79%                 11%




                              Sheltered          32%                      61%           7%




                          General needs          36%                       60%          4%



                                          0%      20%        40%         60%     80%    100%

                                  Improved              Stayed the same          Got worse




Feedback Services – Main Report                                                                    Page - 29
      4. SHELTERED TENANTS

      The sheltered tenants were asked a number of different questions which reflects the type of services
      they may receive from the Association; this chapter summarises those responses. The responses are
      from the Riversmead owned properties only.


      4.1     Ease of access
      The vast majority of tenants said that there was good ease of access to the building, inside the
      building and to their home (94% - 96%). Whilst very few are dissatisfied with the ease of access (3%
      to 6%) it may suggest that for a few tenants the accommodation is no longer suitable for their needs.
                              Figure 4.1 Rating aspects of the scheme - residents who have
                                                        an opinion

                          Ease of access to your home (Base 238)                     65%                   29%


                     Ease of access inside the building (Base 226)                   69%                    27%


                         Ease of access to the building (Base 271)                   66%                   28%


                                                                     0%        20%     40%      60%        80%     100%
                                  Very good      Fairly good         Neither     Fairly poor         Very poor




      4.2     Home help & care services
      Three quarters of sheltered tenants stated that they do not receive any home help or care services
      (78%), of those that do 18% receive these services from another agency and only 3% from
      Riversmead. Sheltered tenants are on the whole satisfied with the services provided (63% - 85%),
      the lower ratings being given for the more personal and sensitive care areas, however very little
      dissatisfaction is expressed but a number say there are neither satisfied nor dissatisfied.

                                Figure 4.2 Sheltered tenants satisfaction with services
                                                     (Base 19-45)
                                         Cleaning                                                          85%
                                         Dressing                                                     78%
                                 Preparing meals                                                     75%
                                        Shopping                                                     74%
                                      Medication                                                   73%
                                          Bathing                                                  73%
                                          Laundry                                                71%
                        Getting in and out of bed                                              65%
                        Help with using the toilet                                           63%

                                                     0%        20%         40%         60%           80%         100%




Feedback Services – Main Report                                                                                           Page - 30
      4.3     Emergency call system
      98% of sheltered tenants said they have an emergency call system. Of those tenants just under a
      third (31%) had used the call system in the last 12 months, either for themselves or another member
      of their household (25%) or for a visitor or a neighbour (6%). Two thirds of tenants said that the
      call was answered by emergency call staff (63%), while 22% said a scheme manager (4% other and
      11% not sure).

      Satisfaction with the service was high in terms of the speed of response to the call (92%) and the
      helpfulness of staff (86%); few tenants were dissatisfied (5% and 7% respectively).


      4.4     Scheme manager
      96% of the sheltered residents who responded to the survey said that they had a scheme manager
      who either lived in (7%), visited every day (60%) or visited less frequently (29%). Residents were
      clearly highly satisfied with face to face contact (94%), helpfulness (97%), frequency of contact (95%),
      the overall service from the scheme manager (94%) and the contact via the intercom (94%). Slightly
      fewer were satisfied with the promotion of social activities (74%), however few were dissatisfied
      (10%).

                               Figure 4.3 Sheltered tenants satisfaction with scheme
                                                      manager
                                                   (Base 153-212)
                                         Helpfulness                                     97%


                                Frequency of contact                                    95%


                                Face-to-face contact                                    94%


                                             Overall                                    94%


                                Contact via intercom                                    94%


                       Promotion of social activities                           74%

                                                        0%   20%   40%   60%    80%    100%




Feedback Services – Main Report                                                                       Page - 31
      5. RIVERSMEAD HOMEOWNERS

      5.1     Features of the home
      Homeowners were asked a number of questions about their home: the size, type (flat, house etc.),
      design and construction quality as well as facilities such as security measures, the heating system,
      storage space and outdoor recreational space.

      Satisfaction was highest in respect of the size (92%) and design (89%) of the home. Around three
      quaters of homeowners are satisfied with the quality of construction (79%), the storage space (74%)
      and heating system (75%) but fewer are satisfied with the security measures (60%) and the
      garden/outside space (54%). Some owners are dissatisfied with some of these aspects, 21% with the
      security measures and 21% with the garden.

                                  Figure 5.1 Satisfaction with the different aspects of
                                                        the home

                                               Size of home                                 92%

                                    The design of your home                                89%

                       The construction quality of your home                          79%

                                             Heating system                          75%

                                                    Storage                          74%

                                          Security measures                    60%

                                  Your garden/outside space                  54%




      5.2      Service standards
      Services received
      The type of services owners receive depends on the specifications in the lease and the type of
      property they own. Homeowners were therefore asked how they rated their housing association in
      respect of specific services offered. Over half of the homeowners who had an opinion were satisfied
      with the rent/service charge information (59%) and the cleaning and upkeep of the communal areas
      (54%), while slightly fewer homeowners were satisfied with the external repairs and maintenance
      service (50%).

      In respect of these services provided, homeowners were asked if they considered these to be good
      value for money. 49% of the homeowners thought the charge they paid for cleaning of the
      communal areas and 54% the rent/service charge information were good value for money, while
      fewer thought that they received good value for money for the external repairs and maintenance
      (47%). Relatively high percentages of homeowners who had an opinion rated the value for money of
      all three aspects of their services as poor (26% - 39%).

      Paying a higher service charge for more services
      The services homeowners receive are limited to those specified in the lease, however there was no



Feedback Services – Main Report                                                                    Page - 32
      great desire to pay a higher service charge in order to obtain extra services – 88% would not be
      prepared to pay a higher charge. Only 12% said that they would be prepared to pay more. The sort
      of things suggested were more cleaning and gardening and window cleaning.

      Awareness of service standards
      Homeowners were asked if they were aware of their housing association‟s published service
      standards for customer service. Only 44% of homeowners were aware of the standards, slightly
      fewer were not aware of the standards (42%) and 14% didn‟t know.

      46% of homeowners felt that the level of consultation they had regarding the way in which their
      housing association sets the service charge was about right, while 23% felt that there was too little
      and 2% too much. About a third of homeowners said that there had been no consultation (29%).

      5.3     Homeowner communication
      Homeowners were also asked a number of questions on how satisfied they were with different types
      of communications received ranging from the homeowners‟ handbook, information on budgets,
      newsletters, complaints procedure and website information. 68% of homeowners were satisfied with
      the handbook, 52% with the information provided on budgets and accounts and 54% with the clarity
      of the service charge statement; while the newsletter was also popular (60%). 41% of homeowners
      were satisfied with the Association‟s complaints procedure; however fewer were satisfied with the
      website information (30%).

                           Figure 5.2 Satisfaction with communication and information
                                                   (Base 138-173)

                         The association’s newsletter/review                    60%                  37%         3%

                        The home owner/residents handbook                        68%                  30%        3%

                          Clarity of service charge statement               54%              24%           23%

                   Information provided on budgets/accounts                 52%                35%          14%

                     The association’s complaints procedure               41%                49%             10%

                                        Website information           30%                    66%                 4%

                                                                0%        20%         40%   60%      80%         100%

                               Satisfied                        Neither                     Dissatisfied




      The majority of homeowners prefer to get information from their housing association in writing
      (82%), while a few would be happy with a telephone call (7%) or an email (9%). Only 2% would prefer
      to get their information through the website and none want to receive text messages. When looking
      at the best method for obtaining homeowners‟ views, 73% opted for completing a questionnaire,
      while some homeowners would be interested in attending open days/conferences (9%), taking part in
      telephone surveys (10%), taking part in an email panel or completing an on-line survey (21%), small
      discussion groups (13%) or attending homeowners‟ groups and forums (21%). Only a small
      percentage stated that they do not want to get involved at all (11%).




Feedback Services – Main Report                                                                                         Page - 33
      5.4      Purchasing the property
      Homeowners who purchased their properties within the last three years were asked for details of
      their experience of the sales process. 67% of Riversmead‟s homeowners were satisfied with the
      sales process (18% very satisfied and 49% fairly satisfied), 9% were dissatisfied and 25% were neither
      satisfied nor dissatisfied.

      The majority of homeowners were satisfied with the information and advice provided during the
      sales process, information regarding the obligations under the lease, information provided on service
      charges and how the scheme operates were rated the highest, 60%, 59% and 54% respectively.
      Around half of the homeowners thought that, information about the financial obligations (46%), the
      responsibility for maintenance (48%) and the area (46%) were good, while less were satisfied with
      information on staircasing (42%), and what happens when selling the property (31%).
                                       Figure 5.3 Satisfaction with the information and advice
                                        provided when purchasing the property (Base 76 - 84)
                    Your obligations under the terms of the Lease                   60%                 26%      13%

                           Service charges and management fees                      59%               20%       20%

                                       How the scheme operates                     54%                34%        13%

                                 Responsibility for maintenance                   48%            28%           24%
                                            Financial obligations                 46%             35%           19%

                                             The area you live in                 46%             39%            15%
                                                      Staircasing             42%               37%             21%

                       What happens when you sell the property              31%             46%                23%

                                                                    0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100
                                                                                                            %
                                  Good                               Neither                    Poor

      Homeowners also rated different aspects of the service they received while buying their home. 50%
      of homeowners were satisfied with the clarity of the sales information, 49% with the politeness of
      the sales staff and 44% with the time taken to process the sale. 41% were satisfied with both the
      clarity of the lease and being kept informed during the sale. Only 35% were satisfied with the
      knowledge of the sales staff and just 30% on how defeats are rectified. However, few were
      dissatisfied, apart from 22% with the clarity of the lease and 20% with how defects are rectified.

                                      Figure 5.4 Satisfaction with different aspects of the sales
                                                         process (Base 71 - 78)
                             Clarity of sales information                   50%                   42%                8%

                                 Politeness of sales staff                49%                         49%             2%

                               Time taken to process sale              44%                      41%             15%

                                      Clarity of the Lease            41%                  37%                 22%

                      Being kept informed during the sale             41%                       46%             13%

                                 Knowledge of sales staff            35%                    52%                 13%

                                How defects are rectified           30%                   50%                  20%

                                                             0%       20%           40%    60%          80%          100%
                                Satisfied                         Neither                       Dissatisfied




Feedback Services – Main Report                                                                                             Page - 34
      11% of homeowners said that they had moved into a newly built property and had to report defects
      which have been resolved; while 11% also said that there was a defect that had yet to be resolved
      (78% of homeowners either had not moved into a newly built property or had not reported any
      defects).

      Encouragingly, 80% of homeowners would recommend this type of purchase to family or friends (or
      have already done so), however 20% would not.

      5.5     Household costs
      Homeowners were asked whether they had experienced any financial difficulties in paying regular
      payments/bills in the last 12 months; 86% had not but 14% did. Of those who had experienced
      problems, 68% said that this was because the costs of owning their own home had been higher than
      they expected (24% no higher and 8% did not know). Nearly half of homeowners stated that if they
      were to get into financial difficulties they would seek help from family/friends (48%), 30% would
      consider contacting the Citizens Advice Bureau, 33% from the bank or building society and 41%
      would try to resolve financial matters themselves. Just 8% of homeowners would ask the
      Association for assistance. Fewer would contact an independent advice agency (7%) and 6% of
      homeowners would not know who to contact.

      5.6      Future plans
      Homeowners were asked to indicate their future plans – whether they would be likely to move
      within the next few years or purchase more shares in their home (if their lease allowed) and remain
      in their present location. Just under a quarter of homeowners would like to purchase more equity in
      their property through staircasing if their lease allows (21%).

      27% of respondents who indicated that there were issues preventing them from buying an increased
      share in their home, stated they could not afford to buy further shares, while a similar number (27%)
      were worried about taking on a bigger mortgage and 9% said the professional fees were preventing
      them from buying an increased stake. A fifth of homeowners are still saving up (18%). Some
      homeowners said that the process is too complicated (18%) or that the staircasing increments are
      too high (9%). A number of homeowners are thinking of moving home (18%).

                                     Figure 5.5 Reasons preventing homeowners from
                                     buying an increased share in their home (Base 45)

                            Can’t afford to                                              27%

                           Worried about
                                                                                         27%
                         taking on a bigger

                            Still saving up                              18%

                       Considering moving
                                                                         18%
                             home

                          Too complicated                                18%

                         Professional fees
                                                          9%
                       (conveyancing/HIPS)
                          The staircasing
                                                          9%
                        increments are too




Feedback Services – Main Report                                                                    Page - 35
      39% of those responding had no plans to move in the next few years, while some homeowners did
      not know (25%). However, 36% of homeowners are considering moving in the next few years –
      either in the next year (3%), in the next 1 to 2 years (14%), in 3 to 4 years time (9%) or in more than
      5 years time (10%).

                                Figure 5.6 Homeowners who are considering a move
                                            in the next few years (Base 59)
                                                     Yes, within the
                                                        next year         Yes, in 1 to 2
                          Don’t Know                       3%              years time
                             25%                                               14%

                                                                                     Yes, in 3 to 4
                                                                                      years time
                                                                                           9%




                                                                                     Yes, in more
                                                                                     than 5 years
                                                                                         time
                                                                                         10%
                            No plans to
                               move
                               39%




Feedback Services – Main Report                                                                       Page - 36
      6. STADIUM OWNED PROPERTIES

      Riversmead manages a number of properties for another group member, Stadium. This chapter looks
      at the profile of these residents and their satisfaction with the main areas of service. The properties
      are principally general needs and leasehold properties but there are also a small number of sheltered
      units, these are included below but care should be taken as the small number of responses makes it
      statistically inaccurate.


      6.1     Household composition
      The profile of the residents is similar to the Riversmead profile although there are generally more
      younger households. 43% of general needs tenants are single or couples under 60, 18% aged 60 or
      over and 28% are families with children. 94% of sheltered tenants are aged 60 or over (88% single
      households and for the owners, 65% are younger small households, 24% families and just 9% older.


                                        Figure 6.1 Household composition
                                     Adults under 60     Older adults    Families        Other


                        Home owners (Base
                                                             65%                    9%           24%        2%
                              54)



                        Sheltered (Base 17) 6%                          94%                                 0%



                       General needs (Base
                                                       43%              18%          28%               9%
                               70)




      6.2     Ethnic origin
      The majority of the Stadium residents classify themselves as „White British‟; 89% of the general needs
      tenants, 97% sheltered tenants and 85% of owners, although this is a little less than the Riversmead
      owned properties. There are very few from other backgrounds, although 4% of general needs
      tenants and 11% of home owners class themselves as „other white‟.


      6.3     Economic status
      In terms of economic status, 55% of general needs principal tenants are in employment (35% in full-
      time employment, 16% in part-time employment and 5% self-employed), this being more thn the
      Riversmead properties (39%). Just 16% of principal tenants are retired and unemployment is just 3%
      for principal tenants. 22% of principal tenants are outside employment (14% permanently sick or
      disabled and 8% at home looking after family). Of the sheltered tenants; 83% are retired, 8% are
      permanently sick/disabled and 8% other while none work.

      For the home owners, as with Riversmead, employment rates are higher; 76% are in full-time work,




Feedback Services – Main Report                                                                                  Page - 37
      9% part-time and 4% are self-employed. Just 4% are retired, 4% permanently sick/disabled and 2% are
      unemployed.

                                      Figure 6.2 Work status of principal resident
                            3%                                                   4%              Other
                                                        8%
                                                                                 4%
                           14%                                                   0%
                                                        8%                                       Permanently sick
                                                                                                 /disabled
                            8%                                                   9%
                                                                                                 At home/ looking after
                                                                                                 family
                           16%                                                                   Full-time student


                            5%                                                                   Retired


                           16%                                                                   Unemployed and
                                                        83%                                      available for work
                                                                                 76%
                                                                                                 Government training


                                                                                                 Self-employed
                           35%
                                                                                                 In employment:part
                                                                                                 time

                                                        0%                                       In employment:full
                                                                                                 time
                    General needs (Base         Sheltered (Base 12)   Home owners (Base
                            63)                                             54)



      6.4     Overall satisfaction and key services
      As with the Riversmead residents, satisfaction with the overall service is high, if not a little higher.
      90% of general needs tenants are satisfied with the services received, 100% of the sheltered tenants
      but fewer owners, 49%. Only 6% of tenants are dissatisfied but 25% of owners are either fairly or
      very dissatisfied with their services.
                                 Figure 6.3 Taking everything into account how satisfied or
                                  dissatisfied residents are with services provided by their
                                                            landlord


                     Home owners (Base
                                                              49%                      26%             25%
                           53)




                     Sheltered (Base 17)                                    100%                               0%




                    General needs (Base
                                                                         90%                               4% 6%
                            71)


                                           0%     10%    20% 30%      40%       50%    60%   70% 80%     90% 100%

                                      Satisfied                       Neither                   Dissatisfied




Feedback Services – Main Report                                                                                           Page - 38
      Satisfaction with key services
      When looking at the key issues of how the tenants consider the quality of their home, its condition
      and the value for money of the rent, those in the Stadium properties are very satisfied, a little more
      than the Riversmead tenants. 91% of general needs tenants are satisfied with their home, 82% with its
      condition and 80% with the value for money of the rent.

      The sheltered tenants are even more satisfied, 100% are satisfied with each aspect and with the
      safety and security of their home.

                                    Figure 6.4 Tenant satisfaction with key services


                                                                  100%

                                                                         Safety and security of
                                                                  100%   your home
                       Sheltered
                      (Base 249)
                                                                  100%
                                                                         Value for money

                                                                  100%

                                                                         General condition of
                                                                         property

                                                          80%
                   General needs                                         Overall quality of home
                    (Base 474)
                                                          82%


                                                                91%




      With the home owners, 89% are satisfied with their home, 89% with its size, 85% with its design, but
      fewer with the quality of construction, 60%, with the garden and outside space, 67%, with the storage
      space, 48%, with the heating system, 45% and with the security measures 44%.


      6.5     Neighbourhood and local problems

      66% of general needs, 100% of sheltered tenants and 78% of owners are satisfied with their
      neighbourhood as a place to live. However, as with the Riversmead tenants, they had some concerns
      about different problems affecting their neighbourhoods. Figure 6.5 shows the responses.

      For those in the Stadium owned properties the concerns about the various estate based problems
      are quite mixed. In general, the general needs tenants have the most concerns and more feel these
      issues are a problem than those in the Riversmead properties. For example, 33% think there is a
      problem with litter and rubbish, compared to 23% for Riversmead and 34% have issues with their
      neighbours and disruptive children compared to 20% for the Riversmead properties. The biggest
      concern is car parking, the same as with the Riversmead tenants, but fewer feel this is a problem,
      35% compared to 47%.

      The sheltered tenants show no concern about many of these issues, although 18% think there is a




Feedback Services – Main Report                                                                     Page - 39
      problem with drug use and dealing, and 16% with car parking, racial harassment and other crime. The
      owners are a little less concerned than the general needs tenants and are about the same as the
      Riversmead owners. Their biggest concern is car parking (38%) then litter and rubbish (35%) and
      noisy neighbours (30%).

                                           Figure 6.5 Local problems for Stadium residents
                                                  (% very big or fairly big problem)
                                                                                                                            38%
                                         Car parking                                  16%
                                                                                                                      35%
                                                                                                                      35%
                                    Rubbish or litter                               15%
                                                                                                                    33%
                                                                                                22%
                      Disruptive children / teenagers   0%
                                                                                                                     34%
                                                                                                              30%
                                   Noisy neighbours     0%
                                                                                                                     34%
                                                                                          18%
                          Drunk or rowdy behaviour      0%
                                                                                            20%
                                                                             12%
                              Vandalism and graffiti    0%
                                                                                      16%
                                                                                      16%
                                   Pets and animals     0%
                                                                                       17%
                                                              4%
                                   Noise from traffic   0%
                                                                                 14%
                                                              4%
                                 Drug use or dealing                                      18%
                                                                                13%
                                                                          10%
                     People damaging your property      0%
                                                                         9%
                                                                   6%
                                         Other crime                                  16%
                                                                        8%
                                                        0%
                         Racial or other harassment                                   16%
                                                                        8%
                                                        0%
                    Abandoned or burnt out vehicles     0%
                                                             3%


                                           General needs                Sheltered               Home owners




      Anti-social behaviour
      21% of general needs tenants had reported anti-social behaviour within the last 12 months, of these
      86% found it easy to contact the right person but only 43% were satisfied with the final outcome of
      their report; 29% were dissatisfied. Just one sheltered tenant reported a problem and they were
      happy with the way it was dealt with.


      6.6     Customer Care

      85% of the Stadium general needs tenants, 44% of sheltered tenants and 46% of owners had
      contacted the Association within the last 12 months. Most used the phone and most reports
      concerned repairs.

      Quality of contact
      All the sheltered tenants were happy with the way their contact was dealt with as were the vast
      majority of general needs tenants, although a little less satisfied than the Riversmead tenants. As with
      the Riversmead properties, the owners were less satisfied, although 80% found the staff helpful.
      Figure 6.6 shows the different responses.




Feedback Services – Main Report                                                                                                   Page - 40
                                       Figure 6.6 Satisfaction with customer contact


                            Satisfaction with              36%
                                 the final                                            100%
                                outcome                                  70%

                                                            38%
                            Could staff deal
                                                                                      100%
                            with the problem
                                                                               83%

                                                                           80%
                              Helpfulness of
                                                                                      100%
                                  staff
                                                                                  91%

                                                                  50%
                              Getting hold of
                                                                                      100%
                             the right person
                                                                         73%

                                                0%   20%   40%     60%    80%     100%     120%


                                         General needs      Sheltered          Home owners




      Access to the Internet
      There is high access to the Internet among the Stadium residents, apart from the sheltered tenants.
      58% of general needs tenants and 89% of owners have access, but only 7% of sheltered tenants. Most
      access is at home via a PC, as shown below.
                    Figure 6.7 Access to the Internet       General       Sheltered           Home
                    for Stadium residents                    needs         tenants           owners
                                                            tenants
                    At home via a PC                               42%                7%          74%
                    At home via digital TV                          1%                0%           0%
                    At work                                        18%                0%          43%
                    At school, college or university                4%                0%           4%
                    Elsewhere (e.g. Internet café)                 13%                0%           4%
                    No access at all                               42%               93%          11%

      83% of owners, 51% of general needs tenants and 6% of sheltered tenants have an email address and
      of those 74%, 67% and 100% respectively would be happy for Riversmead to contact them by email.

      Office opening hours
      The vast majority of residents find the current office opening hours meet their expectations, 91% of
      general needs tenants (who expressed an opinion) are happy with the current hours of Monday to
      Friday 9.00am to 5.00pm as are 100% of sheltered tenants and 65% of owners. 35% of home owners
      feel that these hours do not meet their expectations; this may be because a much higher percentage
      are working so may find it harder to get time to call in.




Feedback Services – Main Report                                                                         Page - 41
      6.7     Repairs and maintenance service

      The Stadium tenants are appreciative of the repairs service; 85% of general needs tenants and 100%
      of sheltered tenants are satisfied. However, the owners are less so, just 24% are satisfied with 52%
      dissatisfied; this compares to 54% satisfied within the Riversmead properties. There is also high
      satisfaction from the tenants with the day-to-day service, the ratings being fairly similar to the
      Riversmead results. Also, despite the low level of satisfaction shown by the owners on the overall
      service, the ratings for the day-to-day work are high and better than the Riversmead owners,
      although it should be noted that very few owners had had work done.

                                Figure 6.8 Satisfaction with day-to-day repairs from
                                                  Stadium residents
                       Ability to minimise                                                            100%
                                                                                                      100%
                         dirt and mess
                                                                                                    94%
                                                                          50%
                         Quality of repair                                                            100%
                                                                                             83%
                                                                                                      100%
                       Attitude of workers                                                            100%
                                                                                               90%
                          Speed at which                                                              100%
                                                                                                90%
                          work completed
                                                                                              85%
                        Time taken before                                        60%
                                                                                             83%
                          work started
                                                                                             83%
                         Being told when                            40%
                                                                                                      100%
                         work would start
                                                                                        76%

                                Overall                      24%
                                                                                                      100%
                              satisfaction
                                                                                              85%

                                             0%      20%           40%      60%        80%          100%

                                             General needs           Sheltered         Home owners



      6.8     Resident communication and information

      The residents were then asked a series of questions about communication and information.

      Information and account taken of views
      As with the Riversmead residents, satisfaction with the information received and the account taken
      of their views is high, although the owners, again, feel a little less informed. 85% of general needs and
      94% of sheltered tenants feel well informed by the Association as do 56% of owners. 70%, 100% and
      48% respectively think the Association is good at taking their views into account in the decision-
      making process.

      Riversmead Newsletter
      86% of general needs tenants, 100% sheltered and 77% of home owners read the Riversmead
      newsletter. The vast majority find it interesting, informative and easy to read.




Feedback Services – Main Report                                                                              Page - 42
      6.9     Future plans
      27% of the general needs tenants felt it was very (17%) or fairly (10%) likely that they would move
      from their current home in the next 3 years, 7% more than the Riversmead tenants. 58% of tenants
      felt a move was unlikely and 15% were unsure.

      Of those tenants who felt that they were likely to move in the next three years, 37% would still want
      to rent from Stadium, while 11% would like to rent from another housing association. 16% of
      tenants would like to rent from a council and 11% from a private landlord. A few tenants would
      consider buying a property outright (5%) or by shared ownership (5%). None wanted to move to
      sheltered accommodation but a number of tenants did not know (11%) or would consider other
      alternatives (5%).

                                        Figure 6.9 Where Stadium tenants are likely to
                                                       move (Base 19)
                                          Other 5%   Don’t know               Rent from this
                              Sheltered
                                                        11%                      housing
                            accommodati
                               on 0%                                           association
                                                                                   37%

                                Shared
                             ownership (i.e.
                             part rent, part
                                buy) 5%

                               Buy own
                              property
                            (mortgage, buy
                             outright) 5%
                                                                            Rent from
                                                                             another
                               Rent from                                     housing
                                private                  Rent from         association
                             landlord 11%              council/local          11%
                                                       authority 16%




      6.10 Improving services
      There is a little disagreement between the different groups of residents on what they see are the
      most important service areas to improve. For the general needs tenants keeping the tenants
      informed and dealing with anti-social behaviour are of prime importance with 53% choosing these
      options. Keeping tenants informed is also the most important to the sheltered tenants (73%) but for
      the home owners, it is the repairs service (56%). Tenant involvement and community activities are
      the next most important to the sheltered tenants, but these are less important to the other groups.

      Whilst most residents feel that the service is about the same as it was 12 months ago, encouragingly,
      many more residents feel the service has improved than has got worse, particularly the sheltered
      tenants, 53% of whom feel things have improved. Figure 6.10 below shows the responses for the
      different groups.




Feedback Services – Main Report                                                                    Page - 43
                                        Figure 6.10 Stadium residnets - has the
                                        service changed in the last 12 months?


                             Home owners         13%                   81%                 6%




                                  Sheltered                53%                     47%      0%




                             General needs         17%                  82%                 2%



                                              0%         20%     40%         60%    80%    100%

                                    Got better             Stayed the same          Got worse




Feedback Services – Main Report                                                                   Page - 44
      7. RIVERSMEAD COMBINED RESULTS
      This chapter looks at an overview of the results of the survey from the perspective of all of
      Riversmead‟s tenants, general needs and sheltered and excluding those in Stadium ownership. It will
      look briefly at the overall tenant profile and then look at the key satisfaction questions, but only
      includes those that are common to both the general needs and sheltered questionnaires. This will
      show how the tenants feel as a whole and will also be the basis of the comparisons with the previous
      survey in 2005 and with a group of other landlords, as combined results were used for these. The
      results are waited to reflect the different response rates for the two groups so they truly represent
      the tenants as a whole.

      7.1     Household composition
      The dominant group within the tenant profile are those households with a tenant aged 60 or over,
      they represent nearly half of all households (46%), with 30% being single households and 16%
      couples. There are 22% of families with children, 12% two-parent and 10% one-parent families and
      21% are smaller households under 60. Overall, there is a average of 2.1 people per household, this
      includes 0.5 children and 0.7 people aged 60 or over.

                                   Figure 7.1 Riversmead combined tenant group -
                                                Household composition
                                       Adults under 60   Older adults   Families   Other




                         All tenants (Base
                                               21%                46%              22%     11%
                                810)




      The majority of tenants have been with Riversmead for some time, in fact, nearly half (49%) have
      been tenants for 11 years or more; 29% for 21 years or more. Only 11% are new to the Association
      in the last 2 years. The age profile also reflects this profile with 54% aged 60 or over; the majority of
      principal tenants are female (56%).

      7.2     Ethnic origin and work status
      As shown above in the breakdown by tenure type, the vast majority of residents are White British,
      95% of tenants class themselves as this; 2% say they are „Other White‟ and 1% Irish with only small
      numbers from other categories.

      Whilst 34% of tenants are working, 40% are retired with 10% permanently sick or disabled and 10%
      at home looking after a family. Just 4% are unemployed.

      7.3    Overall satisfaction and key services
      The tenants are very happy with the services provided by Riversmead; overall 89% are either very
      (46%) or fairly satisfied (43%). Just 6% are dissatisfied and 5% are neither satisfied nor dissatisfied.



Feedback Services – Main Report                                                                        Page - 45
                                Figure 7.2 Taking everything into account how satisfied or
                                 dissatisfied residents are with services provided by their
                                                           landlord




                   All tenants (Base 795)               46%                          43%                  3%
                                                                                                       5%3%




                                            0%    10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

                                 Very satisfied               Fairly satisfied             Neither
                                 Fairly dissatisfied          Very dissatisfied




      Satisfaction with key services
      The tenants are also very happy with their home (87%), its condition (81%) and the value for money
      represented by the rent (80%). There are a few dissatisfied, for example, 11% feel the condition of
      their home is poor.
                                            Figure 7.3 Tenant satisfaction with key services




                     Value for money                     80%                      13% 7%         Satisfied




                           General
                                                                                                 Neither
                         condition of                    81%                      8% 11%
                           property



                                                                                                 Dissatisfied
                       Overall quality
                                                          87%                      6% 8%
                          of home




      Satisfaction with support and advice
      The tenants are also generally pleased with the quality of the support services and advice they
      receive from the Association. 85% (excluding no opinions) feel the advice they get on rent payments
      is good and 88% are satisfied with how enquiries are dealt with. However, fewer are satisfied with
      advice on moving home (57%), the support given to new tenants (63%) and the support to vulnerable
      tenants (58%), but few are actually dissatisfied.




Feedback Services – Main Report                                                                                 Page - 46
      7.4     Neighbourhood and local problems

      84% of tenants are satisfied with their neighbourhood as a place to live, although 11% are dissatisfied
      and 6% neither satisfied nor dissatisfied. Some of the dissatisfaction may be linked to their perception
      of various problems that exist in the area, as shown in Figure 7.4 below.

                                 Figure 7.4 Local problems (% very big or fairly big problem)


                                       Car parking                                              44%

                                  Rubbish or litter                                  22%

                    Disruptive children / teenagers                             19%

                                 Noisy neighbours                              18%

                         Drunk or rowdy behaviour                    13%

                               Drug use or dealing                   13%

                                 Pets and animals                   12%

                            Vandalism and graffiti                11%

                                 Noise from traffic              10%

                                       Other crime          7%

                    People damaging your property          5%

                        Racial or other harassment     4%

                   Abandoned or burnt out vehicles    2%


                                                                 All tenants


      By far the biggest problem is car parking, 44% feel this is a very or fairly big problem, litter and
      rubbish is next with 22% and disruptive children/teenagers third with 19%. Noisy neighbours cause
      problems for 18% and drug use in the area is a concern to 13%. Only 4% feel there are problems
      with racial harassment and just 2% see abandoned cars as an issue.


      7.5     Customer Contact

      87% of tenants made contact with Riversmead during the last 12 months. 89% of those used the
      telephone with just 8% visiting the office and 2% writing; email is not yet very popular with only 1%
      using this method. Repairs was by far the biggest reason for contact, 74% of all contact was regarding
      a repair issue, however, 9% concerned rent/HB, 3% about a transfer or exchange, 3% about the
      neighbours, 4% about garden or communal areas and 6% for other reasons.

      Quality of contact
      There was high levels of satisfaction with quality of service on making contact, and as will be shown
      below, the ratings compare very well with other landlords. 86% found contacting the right person
      easy, although 7% found it difficult and 92% thought the staff were helpful, just 3% unhelpful; this is a




Feedback Services – Main Report                                                                        Page - 47
      testament to those, mostly frontline staff, who deal with the initial enquiries. There is also confidence
      that the staff could deal with the enquiry (85%) and 77% were satisfied with the final outcome,
      although 17% were left dissatisfied.

                                         Figure 7.5 Satisfaction with customer contact


                              Satisfaction with
                                   the final                   77%                6% 17%
                                  outcome


                              Could staff deal
                                                                 85%                 3% 12%
                              with the problem



                                Helpfulness of
                                                                  92%                    5%3%
                                    staff



                                Getting hold of
                                                                 86%                    7% 7%
                               the right person


                                                  0%    20%    40%      60%       80%         100%


                                            Satisfied         Neither          Dissatisfied




      Access to the Internet
      41% of tenants have Internet access through one route or another. Most common is access via a PC
      at home but 6% have access at work and 5% elsewhere
                                    Figure 7.6 Access to the Internet         All tenants
                                    At home via a PC                                 35%
                                    At home via digital TV                            1%
                                    At work                                           6%
                                    At school, college or university                  0%
                                    Elsewhere (e.g. Internet café)                    5%
                                    No access at all                                 59%

      34% of tenants have an email address and of those 62% would be happy for Riversmead to contact
      them by email.

      Office opening hours
      96% of all tenants find the current office opening hours meet their expectations, just 4% say they
      don‟t. There would appear to be little support for changing these.


      7.6     Repairs and maintenance service

      There is also high regard for the Association‟s repairs and maintenance service, 89% (with an
      opinion) are satisfied, 47% very satisfied. Just 7% are dissatisfied with the service and 4% neither
      satisfied or dissatisfied.




Feedback Services – Main Report                                                                        Page - 48
      The day-to-day service also receives high praise with the attitude of the workers particularly
      appreciated with 94% saying this is good. Prior to work starting on site, 87% feel that both the
      information about when a worker would call and the time to wait is good. Once started, 90% said
      the speed of work, the quality and clearing up was good.

                                     Figure 7.7 Satisfaction with day-today repairs


                        Ability to minimise
                                                                 90%                      4% 6%
                          dirt and mess


                          Quality of repair                      90%                     3% 8%


                        Attitude of workers                       94%                      4% 3%


                           Speed at which
                                                                 90%                     3% 7%
                           work completed

                         Time taken before
                                                                 87%                    5% 8%
                           work started

                          Being told when
                                                                 87%                    2%10%
                          work would start

                                 Overall
                                                                 89%                     4%7%
                               satisfaction

                                              0%          20%   40%         60%   80%          100%

                                                   Good           Neither               Poor



      7.7     Resident communication and information

      The tenants were asked a series of questions about communication and information.

      Preferred methods of communication
      A letter is the preferred method to receive information about things that affect them, 84% chose this
      option. However, there is fairly equal support for receiving newsletters (35%), telephone calls (33%)
      and personal visits (27%). Fewer would like to receive information by email (12%) or on-line forums
      (3%) and there is relatively little support for attending meetings, 6% would attend open meetings and
      9% would go to residents‟ groups. This does show, however, that the Association must continue to
      use a range of methods to ensure all groups needs are met.

      Information and account taken of views
      87% of tenants feel that Riversmead is doing a good job in keeping its residents informed, only 4%
      feel the Association is poor at informing them about things that affect them and 9% feel it is neither
      good nor poor.

      79% are satisfied that the Association takes account of their views in the decision-making process; 9%
      are dissatisfied and 12% neither one nor the other.




Feedback Services – Main Report                                                                       Page - 49
                                                Figure 7.8 Satisfaction with information and
                                                                 consultation


                                       Keeping tenants
                                                                                 87%                    9% 4%
                                          informed




                                      Account taken of
                                                                              79%                 12% 9%
                                           views



                                                         0%         20%       40%       60%     80%       100%



                                                  Satisfied               Neither        Dissatisfied



      Riversmead Newsletter
      92% of tenants read the Riversmead newsletter; 94% find it interesting, 96% informative and 94% find
      it easy to read.

      7.8     Improving services
      Keeping tenants informed is the service area which the tenants feel should most be improved, this is
      despite the high levels of satisfaction with this area. Next is reporting repairs and third dealing with
      anti-social behaviour.

                                      Figure 7.9 Most impostant services for improvement


                                                                                                        Keeping tenants
                                                                                                        informed
                                                                                       59%

                                                                                                        Reporting repairs
                                                                           43%

                                                                                                        Dealing with ASB
                                                                    36%


                        All tenants                                                                     Tenant involvement
                                                               31%
                        (Base 648)


                                                              28%                                       Community
                                                                                                        activities

                                                  17%
                                                                                                        Managing arrears


                                                13%
                                                                                                        Other




      The tenants are very positive about the service received in the last 12 months, 36% feel this has
      improved while 60% feel it has remained about the same, but this should be seen as good given the
      high level of satisfaction already shown. Just 4% feel the service has got worse.



Feedback Services – Main Report                                                                                              Page - 50
                                            Figure 7.10 Has the service changed in the
                                                         last 12 months?




                              All tenants
                                                  36%               60%            4%
                              (Base 688)




                                            0%    20%    40%     60%      80%     100%

                                       Improved         Stayed the same         Got worse




Feedback Services – Main Report                                                             Page - 51
      8. DEMOGRAPHIC INFLUENCES

      The Feedback database contains data for more than 500,000 social housing residents. Analysis of this
      data shows that some types of households tend to have higher levels of satisfaction with their
      housing services than other types of households and the Riversmead survey proved to be no
      exception. This chapter shows the influences on all Riversmead tenants (general needs and
      sheltered), excluding the Stadium properties against the key measures of satisfaction as an indication
      of how the demographics effect satisfaction. The demographics will also affect the home owner
      results in much the same way as with the tenants; their full responses are included in the attached
      data tables.


      8.1     Type of Household

      With Riversmead the results follow the pattern found in other STATUS surveys but the differences
      are small as generally satisfaction is high across all household groups. The smaller households are the
      most satisfied, 90% of both single households under 60 and 94% aged 60 or over are satisfied with
      the overall services provided and couples are also highly pleased, 86% under 60 and 91% 60 or over.
      Families are marginally less satisfied, which is consistent with other STATUS surveys, although still
      84% of one-parent and 81% of two-parent families are satisfied overall.

                               Figure 8.1 Satisfaction with overall landlord service by
                                     household type (% very or fairly satisfied)
                                      All households                                            89%

                                 One adult under 60                                             90%
                                One aged 60 or over                                              94%

                           Two adults both under 60                                         86%

                     Two adults, at least one over 60                                           91%

                     Three or more adults 17 or over                                            89%
                       1-adult family with child/ren                                       84%

                       2-adult family with child/ren                                      81%

                                                        0%   20%   40%     60%      80%          100%



      8.2     Age of tenant

      There is a more obvious difference when looking at the age of the tenants, satisfaction gets higher
      with age. On each measure shown in Figure 8.2 below, the older tenants are the most satisfied
      followed by those aged 35-59 and those under 35 are the least satisfied.

      The difference between the younger age group and the older group ranges from 11% with the overall
      service to 26% with the condition of their property. The 35-59 group are 2% to 13% below the older
      group. This result backs up the results from the sheltered survey which shows higher levels of
      satisfaction across the board.




Feedback Services – Main Report                                                                         Page - 52
                                Figure 8.2 Difference in satisfaction ratings by age

                       Keeping tenants                                                                    94%
                                                                                                  85%
                          informed                                                          76%
                      Account taken of                                                              87%
                                                                                           74%
                           views                                               60%
                          Repairs &                                                                       94%
                                                                                                       88%
                         maintenance                                                        76%
                     Satisfaction with                                                           81%
                                                                                                79%
                    outcome of contact                                              63%
                                                                                                     89%
                       Ease of contact                                                              87%
                                                                                            76%
                                                                                                   86%
                      Value for money                                                           80%
                                                                                      69%
                                                                                                       90%
                       Neighbourhood                                                          79%
                                                                                            76%
                                                                                                        91%
                     General condition                                                      76%
                                                                                    65%
                                                                                                          94%
                      Quality of home                                                             85%
                                                                                          71%
                                                                                                         93%
                     Services provided                                                                 89%
                                                                                                 82%

                                      0%           20%          40%           60%          80%          100%
                            Up to 34 years old )         35 to 59 years old           Over 60 years old




      8.3     Length of tenancy

      The pattern found at other landlords as regards satisfaction and length of tenancy is that new tenants
      are generally around the average in satisfaction and then satisfaction falls after the first year before
      rising as the tenure grows longer. However, the pattern with Riversmead is a little different with
      satisfaction from the new tenants and those of 1-2 years about the same, then rising between 3-5
      years, the lowest from 6-10 years before reaching the highest levels for those of 21 years tenure or
      more.

      As an example, on the overall satisfaction with the repairs and maintenance service, 84% of new
      tenants are satisfied, 5% less than the average across all groups. This then rises a little to 87% of
      those with the Association for 1-2 years are satisfied, then rises again to 88% for 3-5 years, back to
      81% for 6-10 years, 84% 11-20 years and right up to 96% for 21 years or more. This may be that
      tenants are very pleased to receive an offer of a home initially, some of whom will have waited for
      some time, but perhaps expectations rise a little after a few years. However, the pattern is a little
      different for overall satisfaction where 76% of new tenants are satisfied but this then jumps to 95%
      for the 1 to 2 year tenants this being the highest; 92% of those of 21 years or more are satisfied.




Feedback Services – Main Report                                                                                 Page - 53
                            Figure 8.3 Difference in satisfaction ratings by time with
                                                     landlord
                                                                                                 93%
                     Keeping tenants                                                        85%
                                                                                         79%
                        informed                                                            85%
                                                                                               90%
                                                                                          81%
                                                                                              89%
                    Account taken of                                                    78%
                                                                                 71%
                         views                                                  70%
                                                                                 72%
                                                                                   75%
                                                                                                    96%
                         Repairs &                                                         84%
                                                                                         81%
                        maintenance                                                           88%
                                                                                             87%
                                                                                           84%
                                                                                         81%
                   Satisfaction with                                                   79%
                                                                                    75%
                  outcome of contact                                                  78%
                                                                                        80%
                                                                                70%
                                                                                                  92%
                                                                                             86%
                      Ease of contact                                                    81%
                                                                                           84%
                                                                                  73%
                                                                                     77%
                                                                                         82%
                                                                                     77%
                     Value for money                                                     82%
                                                                                          83%
                                                                                   74%
                                                                                        80%
                                                                                                  93%
                                                                                              88%
                     Neighbourhood                                                   76%
                                                                                     77%
                                                                                  73%
                                                                                                90%
                                                                                              88%
                                                                                       79%
                   General condition                                              73%
                                                                                           84%
                                                                                         82%
                                                                                     77%
                                                                                                 91%
                                                                                               89%
                     Quality of home                                                  78%
                                                                                             86%
                                                                                            85%
                                                                                                 91%
                                                                                                  92%
                                                                                                90%
                   Services provided                                                     81%
                                                                                                90%
                                                                                                    95%
                                                                                     76%

                                    0%          20%         40%       60%           80%           100%
                                 Under 1 year         1-2 years             3-5 years
                                 6-10 years           11-20 years           21+ years




      8.4     Economic status

      For the Riversmead tenant population those in work are less satisfied than the other economic
      groups and in particular the self-employed. The most satisfied groups being the retired tenants then
      the unemployed and those who are permanently sick or disabled; the least satisfied are those at
      home looking after a family. This could very much be linked to the age issue as much as anything.

      As an example, on overall satisfaction with the landlord‟s services, 89% are satisfied across the
      groups, but only 85% for those in full-time work and 84% self-employed, 95% unemployed, 94%
      retired and 82% at home with the family. It is a similar position with the repairs service, 87% in full-
      time work are satisfied, 95% unemployed and retired and 77% at home.



Feedback Services – Main Report                                                                           Page - 54
                         Figure 8.4 Difference in satisfaction ratings by economic status

                                                                                                77% 87%95%
                           Keeping tenants informed                                                82% 95%
                                                                                                  81%
                                                                                                   82%
                                                                                        62%         85%
                              Account taken of views                                                  89%94%
                                                                                    52% 64%
                                                                                            70%      87%
                                                                                              74%        95%
                              Repairs & maintenance                                                83% 95%
                                                                                                     86%
                                                                                                     87%
                                                                                             71%
                                                                                             72%
                 Satisfaction with outcome of contact                                                87%
                                                                                                     86%
                                                                                        62%69%
                                                                                               76%80%
                                                                                                 79% 90%
                                         Ease of contact                                             86%
                                                                                                       91%
                                                                                                   82%89%
                                                                                            69%  79%
                                     Value for money                                          74%78% 87%
                                                                                           68% 80%
                                                                                                    84%
                                                                                                    85%
                                     Neighbourhood                                      62%            91%
                                                                                               75%      92%
                                                                                                77% 88%
                                                                                          66%
                                   General condition                                   60%          84% 92%
                                                                                              73%
                                                                                                77% 89%
                                                                                              74%        95%
                                     Quality of home                                           76%     90%
                                                                                                 79%85%
                                                                                                      88%
                                                                                                   82% 94%
                                   Services provided                                                84% 95%
                                                                                                      88%
                                                                                                    85%
                                                           0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100
                                                                                                   %
                               In employment:full time                  In employment:part time
                               Self-employed                            Unemployed and available for work
                               Retired                                  At home/ looking after family
                               Permanently sick /disabled




      8.5     Tenants with long-term illnesses or disabilities and wheelchair users

      The results of the survey were analysed to see if there were any differences between tenants with
      long-term illnesses or disabilities and wheelchair users and those without long-term illness or
      disability and non-wheelchair users. The results show that tenants with long-term illnesses or
      disabilities are on most occasions more satisfied than tenants without long-term illnesses or
      disabilities – in fact, they are between 1% and 7% more satisfied on all the measures shown on the
      chart below except for 1% less with the ease of contact and 4% less with the outcome of contact.


      The results also show that wheelchair users are generally more satisfied than non-wheelchair users,
      often quite considerably so – awarding higher ratings for all these measures; 14% more were satisfied
      with the condition of their home and 8% more with repairs and maintenance and account taken of
      views. The exception to this trend is about the neighbourhood where they live and the value for
      money of the rent, both 1% less than the non-wheelchair users. This is also likely to be linked to the
      age issue as more older tenants are likely to be disabled or wheelchair users.




Feedback Services – Main Report                                                                                Page - 55
                       Figure 8.5 Difference in satisfaction between general needs tenants
                       with and without long-term illnesses and disability and wheelchair
                                            and non-wheelchair users
                                                                                               87%
                             Keeping tenants informed                                            92%
                                                                                               88%
                                                                                                89%
                                                                                          78%
                                Account taken of views                                        86%
                                                                                         76%
                                                                                             83%
                                                                                                89%
                                Repairs & maintenance                                              97%
                                                                                               87%
                                                                                                 92%
                                                                                          77%
                   Satisfaction with outcome of contact                                      83%
                                                                                           79%
                                                                                         75%
                                                                                              85%
                                        Ease of contact                                        88%
                                                                                              86%
                                                                                              85%
                                                                                           80%
                                       Value for money                                     79%
                                                                                          78%
                                                                                            82%
                                                                                             83%
                                       Neighbourhood                                        82%
                                                                                            82%
                                                                                              85%
                                                                                            81%
                                     General condition                                            95%
                                                                                           79%
                                                                                              86%
                                                                                              86%
                                       Quality of home                                           92%
                                                                                              86%
                                                                                                90%
                                                                                                90%
                                     Services provided                                          90%
                                                                                               88%
                                                                                                 92%

                                                          0%   20%   40%       60%       80%      100%      120%
                       Long-term illness or disability                 No long-term illness or disability
                       Wheelchair user                                 Non-wheelchair user




      8.6     Ethnicity

      The number of tenants from ethnic groups other than White British is very small and comparison is
      statistically very unreliable. The only other group with more than just a handful of people is the
      „Other White‟ group and there are only around 16 of them. They show satisfaction levels broadly
      similar to the White British tenants, perhaps a little less but not significantly.


      8.7     Gender

      The results of the survey were analysed to see if there was any difference in responses between
      households made up of different genders. The survey found there were only minor differences.
      Overall findings suggest that male only households are marginally more satisfied than and female only
      households and they are generally a little more satisfied that the mixed households. On overall
      satisfaction, the range is very small, 90% of mixed households are satisfied, 90% female only and 91%
      male only, however with the condition of their property the male only households are 9% and 11%
      respectively more satisfied than the other two groups.

      On contact issues, the mixed gender households were a little more satisfied with the ease of
      contacting the right person, but the male only households were more satisfied with the outcome of




Feedback Services – Main Report                                                                                    Page - 56
      their contact, 88% with 74% mixed and 76% female only. The male only households are also a slightly
      more satisfied with the repairs service and being kept informed.

                           Figure 8.6 Difference in satisfaction between gender of general needs
                                                            tenants

                                                                                                             89%
                              Keeping tenants informed                                                      88%
                                                                                                            88%
                                                                                                            86%
                                 Account taken of views                                                    84%
                                                                                                 72%
                                                                                                              91%
                                 Repairs & maintenance                                                       89%
                                                                                                            87%
                                                                                                            88%
                    Satisfaction with outcome of contact                                            76%
                                                                                                   74%
                                                                                                           85%
                                         Ease of contact                                                   85%
                                                                                                             89%
                                                                                                        84%
                                        Value for money                                               81%
                                                                                                     78%
                                                                                                    77%
                                        Neighbourhood                                                   85%
                                                                                                          89%
                                                                                                           90%
                                      General condition                                              79%
                                                                                                      81%
                                                                                                                94%
                                        Quality of home                                                    85%
                                                                                                            87%
                                                                                                              91%
                                      Services provided                                                      90%
                                                                                                             90%

                                                           0%   10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

                             Mixed Male/female tenanted households       Female only tenanted households

                             Male only tenanted households




      8.8     Property size

      The results of the survey were also analysed to see if there was any difference in responses between
      tenants with larger or smaller properties, measured by the different numbers of bedrooms. Overall
      tenants in the bedsits awarded ratings about the same as those in the three bedroomed properties,
      although there are few bedsits. The most satisfied are those in the one-bedroomed properties, this
      is, perhaps, again a reflection of the satisfaction by household groups; as shown above the single adult
      households are the most satisfied and most of these are likely to live in one-bedroomed properties.
      However, this pattern is not entirely repeated on overall satisfaction where the most satisfied are
      those in the one-bedroomed properties but only 1% more than those in the two bedroomed and the
      three-bedroomed properties (both 89%). It is very close on repairs, with 91% in the one-bedroomed
      properties and 89% in the two-bedroomed satisfied; 87% in the three-bedroomed properties and
      79% in the bedsits.


      However, generally the less satisfied are those in the larger properties, particularly with value for
      money where 73% are satisfied compared to 87% in the one-bedroomed properties and 82% in the
      two-bedroomed. They are also the least satisfied with the quality of their home and its general




Feedback Services – Main Report                                                                                       Page - 57
      condition.

                                        Figure 8.7 Difference in satisfaction by number of
                                                            bedrooms

                          Keeping tenants                                           84%
                                                                                       90%
                             informed                                                 88%
                                                                                        91%
                         Account taken of                                         80%
                                                                                 77%
                              views                                               80%
                                                                                          95%
                             Repairs &                                                87%
                                                                                       89%
                            maintenance                                                 91%
                                                                                  79%
                        Satisfaction with                                        78%
                                                                               73%
                       outcome of contact                                         79%
                                                                                            100%
                                                                                       89%
                          Ease of contact                                            86%
                                                                                    83%
                                                                                     86%
                                                                               73%
                         Value for money                                           82%
                                                                                      87%
                                                                                 78%
                                                                                   82%
                          Neighbourhood                                              86%
                                                                                     85%
                                                                   43%
                                                                               73%
                        General condition                                           84%
                                                                                       90%
                                                                                 78%
                                                                                   82%
                          Quality of home                                            87%
                                                                                        93%
                                                                                  80%
                                                                                      89%
                        Services provided                                             89%
                                                                                       90%
                                                                                  80%
                                            0%      20%      40%         60%   80%      100%       120%

                                  Bedsits        1 Bedroom    2 Bedrooms       3+ Bedrooms




      8.9     Religion and sexual orientation

      While the survey collected information on religion and sexual orientation, the numbers of
      households with a religion other than none or Christian and with a sexual orientation other than
      heterosexual were too small for the data to be analysed.




Feedback Services – Main Report                                                                           Page - 58
      9. KEY DRIVER ANALYSIS

      The report to date has examined the survey results using very simple analysis, and the results simply
      show how satisfied tenants are with various aspects of the service they receive. In order to
      understand fully which services are key to tenants‟ overall satisfaction, the statistical process called
      Key Driver Analysis is used to examine the relationship between the different variables (the
      questions asked in the survey) and to determine which elements of the service are the key drivers
      for customers‟ overall satisfaction. Tenants who did not have an opinion are excluded from this
      analysis. The following analysis is based on the Association‟s general needs tenants only.


      9.1 Overall landlord satisfaction

      In order to examine the relationship between various aspects of the service and tenants‟ overall
      satisfaction with their landlord, the following aspects were compared: satisfaction with the repairs
      service, value for money, quality of home, condition of property, neighbourhood, keeping tenants
      informed and account taken of views. The chart below shows the results - the greater the number
      for the measure of influence, the more important this aspect of service is. Tenants who are satisfied
      overall are more likely to be satisfied with the aspects with the greatest influence.

      The chart indicates that, in terms of overall satisfaction with the service provided by Riversmead, the
      key driver is the repairs and maintenance service, followed by the overall quality of the home.
      Satisfaction with keeping tenants informed and the condition of their home are slightly influential; and
      to a lesser extent by the account taken of tenants‟ views and value for money. Satisfaction with the
      neighbourhood was not found to be a key driver.
                                                  Figure 9.1 Key drivers for overall satisfaction with
                                                       landlord services (tenants with opinion)
                                     100

                                         95
                                                                                      Keeping tenants      Repairs and
                                                                                         Informed          maintenance
                    Performance (100%)




                                         90

                                         85
                                                                                                   Quality of the
                                                       Value for money
                                         80                                                           home
                                                                                    Condition of
                                         75                         Account taken      home
                                                                       of views
                                         70
                                           0.00        0.05          0.10            0.15          0.20             0.25
                                                                    Measure of influence



      These findings clearly show the link between overall satisfaction with the landlord and satisfaction the
      repairs service and general quality of the home, which are clearly linked, and any improvements with
      this are likely to result in higher levels of satisfaction overall.




Feedback Services – Main Report                                                                                            Page - 59
      9.2 Customer contact

      Key Driver Analysis was also used to examine the relationship between overall satisfaction with the
      landlord and the various aspects of customer contact measured in the survey. The findings indicate
      that, in terms of overall satisfaction with the landlord, the most influential aspects of service are
      satisfaction with the final outcome – which has a lower rating than some of the other measures of
      customer care and the helpfulness of staff. The remaining aspects of customer care were not as
      influential, although the ease of contact is more of a driver than the ability to deal with problems. It is
      hard to see how the Association can improve much further with the helpfulness of staff as 92% think
      they are already helpful, however, Riversmead should consider reviewing tenant satisfaction with the
      final outcome, which has a lower rating, in order to increase overall tenant satisfaction.
                                                     Figure 9.2 Key drivers for overall satisfaction
                                                      - Customer contact (tenants with opinion)

                                           100
                                                                                                      Helpfulness
                                            95

                                            90
                      Performance (100%)




                                                              Ability to deal
                                            85
                                                              with problem
                                            80                                     Ease of contact

                                            75
                                                                                                     Final outcome
                                            70

                                            65

                                            60
                                              0.00     0.05       0.10          0.15      0.20       0.25       0.30
                                                                         Measure of influence




      9.3 Repairs Service

      Key Driver Analysis was also used to examine the relationship between various aspects of the repairs
      service for the last completed repair and tenants‟ overall view of the service. The findings indicate
      that, in terms of overall satisfaction with the repairs and maintenance service, the most important
      aspect of service is the quality of the repair work, followed to a lesser extent by the time taken
      before the repair work started and being told when work would start. The analysis found only a
      weak relationship between satisfaction with the speed of work.

      This suggests that, although satisfaction with the quality of the work, and the other aspects of the on-
      site work, is high (89%), the Association would benefit by trying to improve this aspect further. Also,
      improvements in those aspects prior to work starting on site should also bring dividends in terms of
      overall satisfaction. This would also link, to some degree, with the findings above about
      communication and information; any dissatisfaction with repairs could be linked to a lack of
      information about the process.




Feedback Services – Main Report                                                                                        Page - 60
                                        Figure 9.3 Key drivers for overall repairs and maintenance
                                                                   service

                                  100

                                   95
                                                      Speed of work
                                                                         Time before work
                                   90                                         started
                    Performance
                       (100%)




                                   85
                                                                                               Quality of work
                                                      Told when worker
                                   80                    would call


                                   75

                                   70
                                     0.00      0.05     0.10     0.15    0.20     0.25      0.30    0.35     0.40
                                                                Measure of influence




Feedback Services – Main Report                                                                                     Page - 61
      10. COMPARISON WITH OTHER LANDLORDS

      The results of key satisfaction questions in the Riversmead survey have been compared with eight
      other housing associations that have undertaken the STATUS survey in the last three years. The
      landlords in the peer group were selected to match Riversmead as closely as possible; mainly stock
      transfers landlords operating in similar areas of the country. The results are compared with the best
      and poorest performing landlords and the average score for all landlords in the peer group and the
      national average of all landlords completing STATUS surveys within the last 3 years. The names of
      the landlords have been withheld to protect their confidentiality. The Federation holds a full report
      containing the data tables and information on the landlords chosen for the comparative analysis.

      Notes: (1) Some of the other landlords were surveyed using the old style STATUS questionnaire so
             this chapter only includes those questions that match exactly with the current
             questionnaires.
             (2) The comparative data displayed in this chapter gives a combined rating for both general
             needs and sheltered tenants as most landlords had not separated the different types. Where
             both types were surveyed within the group, the combined results are shown.
             (3) The figures are for Riversmead owned properties only (not including Stadium) and
             combine the general needs and sheltered results, to be consistent with the other landlords.
             (4) Figures in this chapter include „no opinions/don‟t knows‟ and may differ slightly from the
             results reported to the actual landlords where they are excluded.

      10.1 Satisfaction with landlord
      89% of Riversmead‟s tenants were satisfied with their landlord („fairly‟ or „very‟ satisfied). The result
      is higher than that of the peer group average and the national average, both being 81%. The best of
      the other landlords was only a little higher than Riversmead with 91% satisfied; the lowest rating
      being 62%. Only 6% of the Association‟s tenants are dissatisfied with the services they receive, 5%
      better than the group and national averages.

                                  Figure 10.1 How satisfied are you with the overall
                                          service provided by your landlord?

                              Riversmead                             89%                           5% 6%

      Riversmead’s
      performance is       Group Average                            81%                      8% 11%
      8% above the
      average for
      the peer group        Best landlord                             91%                              5% 5%
      and the
      national
                         Poorest landlord                     62%                 12%            27%
      average.

                         National average                           81%                      8% 11%


                                            0%          20%        40%        60%          80%           100%
                                                 Satisfied     Neither      Dissatisfied




Feedback Services – Main Report                                                                                 Page - 62
      10.2 Value for money
      Tenants were asked whether they thought the rent for their property represented good or poor
      value for money. A good percentage of Riversmead‟s tenants are satisfied, 80% and this is 2% above
      the peer group average (78%) and just 4% below the best landlord. The lowest of the group has only
      60% of tenants saying their rent represents good value for money and the national average is 77%.

                    Figure 10.2 Is the rent good value for money?


            Riversmead                            80%                            13%      7%


         Group Average                            78%                          12%      10%
                                                                                                             Riversmead’s
                                                                                                             performance is
          Best landlord                            84%                              10% 6%                   2% higher than
                                                                                                             the group
                                                                                                             average.
       Poorest landlord                   60%                     17%               23%


       National average                           77%                          12%      11%


                          0%        20%           40%       60%           80%             100%
                                      Good      Neither   Poor



      10.3 Quality of the home and condition of home
      The vast majority of Riversmead‟s tenants are satisfied with the quality of their home (87%) and the
      rating is the third highest in the group which has an average of 84%. The highest this time is 89%
      satisfied and the lowest is 71%. The result is also higher than the national average of 84%.

                                                   Figure 10.3 Satisfaction with the home

                                    Riversmead                                87%                                6% 8%


                                 Group Average                            84%                                   5% 11%

      Riversmead is the
      third highest of            Best landlord                               89%                                4% 7%
      the group.
                               Poorest landlord                         71%                          6%         23%


                               National average                           84%                                   6% 10%


                                                  0%       20%           40%              60%             80%         100%
                                                            Satisfied         Neither         Dissatisfied


      81% of Riversmead‟s tenants are satisfied with the condition of their property; the rating is 2% higher
      than the peer group average (79%) but 7% below the best of the group (88%). The lowest rating in



Feedback Services – Main Report                                                                                               Page - 63
      the group is 64% and the national average is 80%. 11% of Riversmead‟s tenants are dissatisfied with
      their properties condition.

                                             Figure 10.4 How would you describe the general
                                                        condition of the property?

                                    Riversmead                              81%                                8%    11%


                                 Group Average                             79%                             7%        14%
      Riversmead is again
      higher than the
      group and national          Best landlord                               88%                                   6% 7%
      averages.
                               Poorest landlord                      64%                        7%             28%


                               National average                            80%                             7%        13%


                                                  0%       20%             40%            60%            80%              100%
                                                         Satisfied         Neither        Dissatisfied



      10.4 Neighbourhood
      The neighbourhood is very popular with Riversmead‟s tenants (84% satisfied); the rating is 5% above
      the group average (79%) and 6% above the national average (78%). The lowest rating is 72% and the
      highest is 87%. Riversmead has 11% who are dissatisfied with their neighbourhood; 2% below the
      average for the group.

                                                   Figure 10.5 How satisfied are you with this
                                                       neighbourhood as a place to live?

                                      Riversmead                              84%                               6% 11%


                                   Group Average                             79%                               8%    13%

      Riversmead’s rating is
      5% above the group            Best landlord                                87%                                5% 8%
      average.

                                 Poorest landlord                          72%                           12%        17%


                                 National average                           78%                            8%        14%


                                                    0%        20%            40%           60%            80%              100%
                                                           Satisfied       Neither     Dissatisfied




Feedback Services – Main Report                                                                                               Page - 64
      10.5 Contact with landlord
      The level of contact made by Riversmead‟s tenants during the past 12 months (87%) is a little higher
      than many of the other landlords in the peer group (79% average). The highest level of contact was
      89% and the lowest 71%.

      Ease of contact
      86% of Riversmead‟s tenants found it easy to contact the right person at their landlord, this is 14%
      more than the average for the group and is highest of the other landlords. The lowest rating is just
      49% at one landlord who found it easy to make contact and the national average is 73%. Just 7% of
      Riversmead‟s tenants found contact difficult, 11% lower than the group average.

      Helpfulness of staff
      92% of Riversmead‟s tenants found the staff helpful. The result was again the highest in the group of
      landlords and 9% above the average for the group (83%). The next highest rating was 90% and the
      lowest 64%. The Association‟s rating is also 9% above the national average of 83%.

      Ability to solve problems
      Staff at Riversmead were able to deal with many of the tenants‟ problems - 85% of tenants
      considered staff were able to deal with their problem; this is considerably higher than the average in
      the group (75%), and again is the highest rating in the group. The national average is 76% and the
      lowest in the group, 56%.

      Satisfaction with outcome
      77% of Riversmead‟s tenants were satisfied with the outcome of the contact, again the highest in the
      group, and 11% higher than the average for the peer group (66%). The lowest rating this time was
      just 44% satisfied and the national average 67%. 17% were dissatisfied compared to the average of
      25% and the poorest of 45%.

                      Figure 10.6 Satisfaction with customer contact

             Riversmead       77%              85%              92%              86%


          Group Average      66%           75%           83%              72%


           Best landlord
                                                                                       All of Riversmead’s
                              75%              81%           90%                85%
                                                                                       ratings for customer
                                                                                       contact rated the
        Poorest landlord   44%       56%         64%      49%                          best in the peer
                                                                                       group.

       National average      67%           76%            83%             73%




                Satisfied with final outcome     Able to solve problems
                Helpful                          Ease of contact




Feedback Services – Main Report                                                                           Page - 65
      10.6 Repairs and maintenance
      89% of Riversmead‟s tenants are satisfied with the way their landlord deals with repairs and
      maintenance overall. This is 11% above the group average and the highest of the other landlords in
      the group. The lowest of the group is 59% and the national average is 77%. There are just a few of
      Riversmead‟s tenants who are dissatisfied with the service, 7%; much lower than the group average
      of 16% and the poorest of the group, 34%.

                Figure 10.7 How satisfied are you with the way your landlord
                             deals with repairs and maintenance?


            Riversmead                                         89%                                         4% 7%



         Group Average                                     78%                                  5%         16%          Riversmead’s rating
                                                                                                                        is 11% above the
                                                                                                                        peer group average
          Best landlord                                        88%                                     3% 9%
                                                                                                                        and highest of the
                                                                                                                        group.
       Poorest landlord                           59%                            7%              34%



       National average                                  77%                                    6%         17%


                          0%     10%     20%      30%      40%       50%      60%      70%      80%    90%       100%

                                   Satisfied             Neither                 Dissatisfied

      The chart below shows performance levels for different aspects of the last completed repair. Tenants
      at Riversmead rated all aspects of the work above average (1% to 8% higher). All ratings were also
      above the national averages but did not quite match the best.

                                               Figure 10.8 Satisfaction with individual
                                                      aspects of last repair (%)

                                 Riversmead        91%         90%           94%        90%      87%         87%


                               Group Average       89%       84%           92%         85%      79%        84%


                               Best landlord       94%           92%         97%         94%         90%         94%


                           Poorest landlord       75%       72%        80%       67%    60%     73%


                           National average        88%       83%           91%         84%      76%        81%



                                     Dirt to a minimum                              Quality of work
                                     Attitude of workers                            Speed work completed
                                     Time before work started                       Told when workers would call




Feedback Services – Main Report                                                                                                     Page - 66
      10.7 Communication and participation
      87% of Riversmead‟s tenants consider that their landlord keeps them informed; the figure is 7%
      above the average in the peer group and the highest rating. The lowest rating in the group is 70%
      and the national average is 80%. Also, 79% of tenants felt that Riversmead takes account of their
      views, 11% above average for the group (68%) and again the highest rating. Just 54% of tenants felt
      informed at the lowest rated landlord. The national average is 67%. At Riversmead, 9% are
      dissatisfied with the account taken of their views, 5% below the group average.

                                  Figure 10.9 Satisfaction with tenants informed and
                                              views taken account of (%)

                             Riversmead             87%                    79%




                          Group Average            80%                   68%




                           Best landlord           86%                     76%




                        Poorest landlord         70%               54%



                                       Keeping tenants informed   Account taken of views*




Feedback Services – Main Report                                                                   Page - 67
      11. COMPARISON WITH PREVIOUS SURVEY

      Feedback carried out a customer satisfaction survey in 2005 for Riversmead. However, it should be
      noted that the STATUS questionnaire has changed a little since then so not all current questions can
      be compared. Also the previous survey results included responses from both the Association‟s
      general needs and sheltered tenants. Therefore to get some continuity the results quoted below for
      the current surveys have also been combined, excluding the Stadium properties which the
      Association now manage.

      This chapter focuses on the key measures of satisfaction and highlights the main differences between
      the previous and current surveys. In 2005 there was a response of 60%; this compares to the current
      survey where there was a response of 57% from the general needs tenants and 76% from the
      sheltered tenants.

      11.1 Changes in satisfaction
      The tenant profile has changed a little since 2005, there are now 46% of small households aged 60 or
      over compared with 52% in 2005 and families have increased from 19% to 22%.

      When looking across the range of service areas it shows that in general the Association has been
      able to maintain the high level of satisfaction demonstrated in 2005 or slightly increase it. There have
      been some changes but these are relatively small ranging from a 6% increase in satisfaction with the
      account taken of tenants views to a decrease of 4% on keeping them informed. The demographic
      changes could account for some changes but on the whole the Association should see this as a
      positive result.

      In terms of overall satisfaction 88% of tenants were satisfied with the services received from
      Riversmead in 2005 and this is now 89%, a rise of 1%.

      With regard to repairs, 89% are satisfied, also up 1% from 2005 and there has been an increase in
      satisfaction for some aspects of the day-to-day service; the quality of work sees a rise of 5%, the
      ability to keep dirt to a minimum up 3% and the speed of work up 1%. The attitude of the workers
      has also increased 1% from the already very high level of 93% to 94% satisfaction. The aspects before
      work starts shows a slight reduction in satisfaction, on the information about when a worker would
      call 2% fewer are satisfied and also 2% fewer with the time to start work, although both are high at
      87%.

      When making contact with the Association the tenants are generally pleased with the service
      received. However, 2% fewer found it easy to contact the right person, 1% fewer felt the staff could
      deal with their enquiry but the same number were satisfied with the final outcome (77%); 92% felt
      the staff were helpful, the same as in 2005.

      Finally, there is a mixed view about communication issues, on the one hand 4% fewer feel well
      informed but 6% more feel their views are being taken into account by the association.

      Figure 11.1 below summarises the responses from the different years.




Feedback Services – Main Report                                                                       Page - 68
                               Figure 11.1 Changes over time for standard satisfaction
                                   questions - percentage of tenants saying they were
                              satisfied/good (*excludes don't know, can't remember and
                                                              no opinion)
                                                             6%
                          Account taken of views                                        79%
                                                                                      73%
                                                           5%
                                   Quality of work                                           90%
                                                                                           85%
                                                           3%
                               Dirt to a minimum                                              91%
                                                                                            88%
                                                        1%
                           Speed work completed                                              90%
                                                                                             89%
                             Services provided by       1%
                                                                                             89%
                                   landlord                                                 88%
                                                        1%
                           Repairs & maintenance                                             89%
                                                                                            88%
                                                        1%
                                  Neighbourhood                                           84%
                                                                                          83%
                                                        1%
                             Attitude of workers                                               94%
                                                                                               93%
                          Accommodation/quality         0%
                                                                                            87%
                                 of home                                                    87%
                                                        0%
                               Helpfulness of staff                                           92%
                                                                                              92%
                               Satisfaction with        0%
                                                                                       77%
                              outcome of contact                                       77%
                                                  -1%
                          Value for money of rent                                       80%
                                                                                         81%
                              Staff's ability to deal
                                                  -1%
                                                                                           85%
                                 with problems                                             86%
                                Time before work -2%
                                                                                            87%
                                    started -2%                                              89%
                              Told when workers
                                                                                            87%
                                                                                             89%
                           Ease of would call -2%
                                   getting hold of
                                                                                           86%
                               right person                                                 88%
                                             -3%
                             General condition of
                                                                                         81%
                                   property -4%                                           84%
                                  Keeping tenants
                                                                                            87%
                                      informed                                                91%

                                         -20%         0%        20%     40%     60%   80%     100%

                              Riversmead (2005)                 Riversmead (2008)      Difference




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      12. BEST VALUE PERFORMANCE INDICATORS

      The STATUS questionnaire contains Performance Indicators (PIs) as specified by the Housing
      Corporation.   The methodology used by the Feedback service conforms to the criteria
      recommended by the Housing Corporation. The figures below are those for all tenants in the
      Riversmead managed stock, i.e. combining general needs and sheltered and including the Stadium
      owned properties.


      What was the percentage of tenants that were very or fairly satisfied
                                                                                      89.3%
      with landlord services?




      What was the percentage of tenants that stated they were very or fairly
      satisfied that their views were being taken into account? (Excluding            78.4%
      those with no opinion)




      From your tenant satisfaction survey, what percentage of tenants
      replied that they were very satisfied or satisfied with the way their
                                                                                      88.4%
      landlord deals with repairs and maintenance? (Excluding those with no
      opinion)



      Performance Indicators Information– Based upon the Registry and Statistical Return for 2009 as at 31
      July 2008. Please note the return question relates to “managed stock (general needs, supported
      housing and/or housing for older people)”. Figures given above will need to be adjusted if necessary
      to comply with this definition.




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      13. CONCLUSION

      The survey for Riversmead Housing Association using the STATUS questionnaires has been
      successful; both in terms of the opinions tenants have of their landlord, and in the administration of
      the survey.

      13.1 General conclusion
      The results from the survey demonstrate that the tenants believe that Riversmead is providing a very
      good housing service. Overall, 88% of general needs tenants, 94% of sheltered tenants and 66% of
      Home Owners are satisfied with the landlord services. When looking at all Riversmead tenants,
      satisfaction is 89%. The tenants are also clearly impressed with the quality of the home, condition of
      the property, helpfulness of staff and all aspects of the actual repairs service. The home owners are a
      little less satisfied.

      The results of the survey were compared against the results of eight other landlords who have
      similar characteristics and who have had STATUS surveys within the last 3 years. Generally,
      Riversmead tenants recorded satisfaction levels well above the group averages and the averages of all
      landlords who have completed STATUS surveys in the last 3 years. Overall, 89% of the Association‟s
      tenants are satisfied, 8% better than the group and national averages. Riversmead recorded the
      highest ratings of the group for the aspects of contact and being kept informed and taking account of
      tenant views. 89% are satisfied with the repairs and maintenance service, highest of the group and
      12% higher than the national average.

      Compared with the previous survey‟s results (2005), satisfaction levels have remained around the
      previous very high levels of satisfaction, or slightly increased, and this should be seen as positive to
      maintain such a high standard. On most measures there has been little change, for example overall
      satisfaction is up 1% and repairs is also up 1% to 89%. The biggest changes are for the account taken
      of views where 6% more are now satisfied and the quality of the repair work with 5% higher
      satisfaction. However, there is a fall in satisfaction with the information provided; down 4% and 3%
      fewer found it easy to contact the right person.

      13.2 Specific recommendations for action
      It is clear that the majority of tenants are satisfied with their landlord and the overall services. There
      are areas and opportunities where performance and service delivery can be improved further (as set
      out in the Executive Summary) and Riversmead should use the results of the survey to undertake
      service improvements and promote the Association.




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      14. APPENDICES
      14.1    The STATUS questionnaire (general needs questionnaire)




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      14.2    Covering letter


      6 August 2008


      Dear

      Your views count…
      Please find enclosed a copy of our Tenants Satisfaction Survey which the National Housing
      Federation’s Feedback Service is carrying out on our behalf.

      You may recall receiving a flyer from Riversmead telling you about the survey, why it’s
      important and what improvements we’ve made since the last survey.

      We want to know what you think about your home and how satisfied you are with the
      services we provide. We value your views as without your feedback we could not improve
      our services for you.

      To make your views count, please complete the enclosed survey and return it in the pre paid
      envelope to Feedback by 20 August 2008

      All completed surveys returned will be entered into a prize draw and three lucky tenants will
      win £50 each.

      All answers are confidential and will be used to help us improve our services.

      If you have any questions or would like help in completing the survey, please contact
      Elizabeth Lill on 01992 514514, ex.274.

      Yours sincerely



      Paul Huckstep
      Deputy Chief Executive




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      14.3    Comparison tables


                14.3.1 Comparison between tenure types (excluding no opinions) – Riversmead
                owned properties only.


                Question                                  General       Sheltered      Home
                                                        needs tenants    tenants       owners

                Services provided by landlord               88%           94%           66%
                Quality of your home                        86%           97%           93%
                General condition of property               80%           93%            n/a
                Neighbourhood                               82%           95%           74%
                Value for money of rent                     79%           92%            n/a
                Ease of getting hold of right person        85%           91%           61%
                Helpfulness of staff                        92%           96%           73%
                Staff's ability to deal with problems       85%           90%           59%
                Satisfaction with outcome of contact        76%           86%           52%
                Repairs & maintenance                       88%           94%           54%
                Told when workers would call                87%           93%           48%
                Time before work started                    87%           92%           35%
                Speed work completed                        90%           90%           59%
                Attitude of workers                         93%           98%           65%
                Quality of work                             89%           92%           46%
                Dirt to a minimum                           90%           95%           57%
                Account taken of views                      78%           86%           51%
                Keeping tenants informed                    87%           95%           64%




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                  14.3.2 Comparison of tenant responses (general needs and sheltered
                  combined, excluding Stadium owned properties) with previous survey in 2005
                  and national averages – excludes ‘no opinions’.

                  Question                                Riversmead   Riversmead   National
                                                             2008         2005      averages

                  Services provided by landlord              89%          88%         81%
                  Quality of your home                       87%          87%         84%
                  General condition of property              81%          84%         80%
                  Neighbourhood                              84%          83%         78%
                  Value for money of rent                    80%          81%         77%
                  Ease of getting hold of right person       86%          88%         73%
                  Helpfulness of staff                       92%          92%         83%
                  Staff's ability to deal with problems      85%          86%         76%
                  Satisfaction with outcome of contact       77%          77%         67%
                  Repairs & maintenance                      89%          88%         77%
                  Told when workers would call               87%          89%         81%
                  Time before work started                   87%          89%         76%
                  Speed work completed                       90%          89%         84%
                  Attitude of workers                        94%          93%         91%
                  Quality of work                            90%          85%         83%
                  Dirt to a minimum                          91%          88%         88%
                  Account taken of views                     79%          73%         67%
                  Keeping tenants informed                   87%          91%         80%




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