Customer Satisfaction STAR Survey Results for 2017/18

Transcription

1 One Vision Housing Customer Satisfaction STAR Survey Results for Performance & Customer Insight Team

2 Issue: 1 Date: 14th December 2017 Report by: David Barton Checked by: Peter Davies Approved by: Stephen Reilly This report is for use of One Vision Housing and for the purposes intended. It should not be used for any other purpose or relied upon by other parties. One Vision Housing, Atlantic House, Dunnings Bridge Road, Bootle, L30 4TH Tel: Web: Page 2

3 Introduction One Vision Housing commissioned Sovini Corporate Services to conduct a Tenant Satisfaction Survey, to assess progress from the previous STAR survey which was conducted in. The results from this survey will ensure that customers priorities are used in the 2018/19 Strategic Planning and budget setting. As with, the STAR Survey was conducted on a monthly basis, between November 2016 and December This allowed us to regularly report the results as they came in, and address any areas of dissatisfaction. The primary aim of the survey was to gauge satisfaction with services, understand customers priorities, and identify areas where improvements can be made. The results to the core questions will be benchmarked against our peers, using the HouseMark Benchmarking service. The results have also been segmented by tenure type, neighbourhood, and protected characteristics. However, further drill down and correlation analysis will take place with specific service areas to gain further understanding of the results, and for implementing improvement actions. Confidence Level (By Survey) The table below shows the confidence level for each survey type. Survey Total General Needs 1032 Supported Housing 251 Housing for Older People 151 Grand Total 1434 Confidence Level + / - 2.9% + / - 5.1% + / - 5.7% + / - 2.4% This means we can say with 95% confidence that there is a margin of error of +/- 2.4%. This means that if 5 of respondents answered 'Yes' to a 'Yes' or 'No' question, we know with 95% confidence that between 47.6% and 52.4% of all customers would have given the same response, including those who did not take part in the survey. Contents Introduction Page 3 Confidence Level Page 3 Direction of Travel (Core Questions) Page 4 Performance of the Core Questions by Survey Type Page 5 STAR Customer Satisfaction Survey Results Page 6 Combined Results (Core Questions) Page 6 General Needs Results Page 11 Supported Housing & Housing for Older People Results Page 24 Neighbourhood Breakdown Page 48 Age Breakdown Page 67 Gender Breakdown Page 71 Disability Breakdown Page 75 Page 3

4 Direction of Travel (Core Questions) The graphs below are to demonstrate the performance of the Core Questions from the first OVH tenant survey, undertaken in 2007/08, to the latest STAR Survey. These results were calculated from all the responses that we have received. The performance at a glance: 6 increases in satisfaction when compared to the previous year. This includes overall satisfaction with services, which has seen an increase from 94% in to 95% in. Satisfaction with the quality of your home has increased by 3%; from 92% to 95%. VFM of rent is at 96% for, compared to the satisfaction of 95%. VFM of service charges has also seen a significant increase, from 85% to 91%. 0 questions have maintained the same level of satisfaction as the previous year. 1 questions have a decreased score when compared to the previous year. This is satisfaction with the repair service, which has decreased from 92% in, to 9 in % 92% 94% 95% 86% 88% 81% 2007/ / / / / /16 Overall satisfaction with services % 91% 92% 88% 9 92% 86% 86% 88% 81% 71% 91% 89% / / / / / /16 Satisfaction with the repair service Satisfaction with the neighbourhood % 94% 89% 92% 92% 92% 95% 86% 88% 89% 83% 77% 63% 68% 67% 2007/ / / / / /16 Satisfaction with quality of your home Satisfaction that OVH listens to & acts on views % 94% 95% 96% 88% 85% 91% 87% 87% 85% 88% 85% 66% 2010/ / / / /16 Value for money for rent Value for money for service charges Page 4

5 Performance of the Core Questions by Survey Type There are 3 versions of the OVH STAR Survey that we use to engage with different types of OVH tenants; General Needs, Supported Housing, and Housing for Older People. This page will provide a summary of the satisfaction with the core questions by survey type, with the results compared to the previous year. Also included is the benchmarking results, to show how we compare General Needs Survey: Top Quartile Trend Overall satisfaction with services 9 96% Satisfaction with the repair service 86% 92% 9 Satisfaction with the neighbourhood as a place to live 87% 88% 91% Satisfaction with quality of your home 87% 92% 95% Satisfaction that OVH listens to & acts on views 75% 89% 95% Value for money for rent 87% 94% Value for money for service charges 76% 76% 89% Supported Housing Survey: Top Quartile Trend Overall satisfaction with services 94% Satisfaction with the repair service 91% 96% 92% Satisfaction with the neighbourhood as a place to live 88% 92% 91% Satisfaction with quality of your home 94% 94% Satisfaction that OVH listens to & acts on views 86% 88% 91% Value for money for rent 89% 99% 95% Value for money for service charges 88% 95% Housing for Older People Survey: Top Quartile Trend Overall satisfaction with services 95% 96% 95% Satisfaction with the repair service 95% 92% Satisfaction with the neighbourhood as a place to live 95% 95% Satisfaction with quality of your home 96% 95% 99% Satisfaction that OVH listens to & acts on views 83% 88% 87% Value for money for rent 94% Value for money for service charges 85% 96% 92% Page 5

6 STAR Customer Satisfaction Survey Results Combined Results (Core Questions) Taking everything into account, how satisfied or dissatisfied are you with the service provided by One Vision Housing? : 94% : 95% 77% 17% 3% 2% 86% 1 2% 2% Total Very satisfied % 77% Fairly satisfied % Neither 22 2% 1% Fairly dissatisfied 30 2% 3% Very dissatisfied 15 1% 2% Grand Total 1429 Please Note: Top Quartile satisfaction for this question in was 92.08%. How satisfied or dissatisfied are you that your rent provides value for money? : 95% : 96% 84% 1 4% 87% 9% 2% Total Very satisfied % 84% Fairly satisfied 124 9% 1 Neither 7 1% 1% Fairly dissatisfied 33 2% 4% Very dissatisfied 13 1% 1% Grand Total 1346 Please Note: Top Quartile satisfaction for this question in was How satisfied or dissatisfied are you that your service charges provide value for money? : 85% : 91% 73% 11% 1% 9% 5% 68% 22% 2% 5% 2% Page 6

7 Total Very satisfied % 73% Fairly satisfied % 11% Neither 12 2% 1% Fairly dissatisfied 28 5% 9% Very dissatisfied 9 2% 5% Grand Total 520 Please Note: Top Quartile satisfaction for this question in was In your experience, do we do what we say we are going to do? (Authenticity) : 88% : 95% 76% 12% 4% 7% 1% 66% 29% 2% 3% Total Very satisfied % 76% Fairly satisfied % 12% Neither 31 2% 4% Fairly dissatisfied 37 3% 7% Very dissatisfied 4 1% Grand Total 1389 How satisfied or dissatisfied are you with the overall quality of your home? : 92% : 95% 75% 17% 2% 4% 2% 83% 12% 2% 2% Total Very satisfied % 75% Fairly satisfied % 17% Neither 25 2% 2% Fairly dissatisfied 32 2% 4% Very dissatisfied 14 1% 2% Grand Total 1420 Please Note: Top Quartile satisfaction for this question in was 90.33%. Generally, how satisfied or dissatisfied are you with the way One Vision Housing deals with repairs? : 92% : 9 81% 11% 3% 3% 2% 78% 12% 3% 3% 4% Page 7

8 Total Very satisfied % 81% Fairly satisfied % 11% Neither 43 3% 3% Fairly dissatisfied 42 3% 3% Very dissatisfied 50 4% 2% Grand Total 1394 Please Note: Top Quartile satisfaction for this question in was How satisfied or dissatisfied are you with your neighbourhood as a place to live? : 89% : 92% 73% 15% 2% 6% 3% 81% 11% 3% 4% 2% Total Very satisfied % 73% Fairly satisfied % 15% Neither 36 3% 2% Fairly dissatisfied 60 4% 6% Very dissatisfied 22 2% 3% Grand Total 1411 Please Note: Top Quartile satisfaction for this question in was How satisfied or dissatisfied are you that One Vision Housing listens to your views and acts upon them? : 89% : 77% 12% 5% 2% 4% 79% 14% 3% 2% Total Very satisfied % 77% Fairly satisfied % 12% Neither 40 3% 5% Fairly dissatisfied 32 2% 2% Very dissatisfied 13 1% 4% Grand Total 1294 Please Note: Top Quartile satisfaction for this question in was Do you see yourself still living in your property in 5 years time? : 86% : 86% 86% 14% 86% 14% Yes No Unsure Page 8

9 Total Yes % 86% No % 14% Unsure 0 Grand Total 1245 If you do not see yourself living in the property in 5 years, please tell us the main reason? 25% 2 15% 1 5% 24% 2 18% ASB 11% Want larger/smaller property 22% 15% 14% 13% 13% 2% Health reasons Personal reasons Unhappy with neighbourhood 16% 8% 6% 6% 5% 4% Other Bedroom Tax Unhappy with property 1% 3% Want to buy own home Total ASB % Want larger/smaller property 32 18% 24% Health reasons 26 15% 22% Personal reasons 25 14% 2% Unhappy with neighbourhood 23 13% 13% Other 13 8% 16% Bedroom Tax 10 6% 6% Unhappy with property 8 5% 4% Want to buy own home 2 1% 3% Grand Total If you said 'Other' as the main reason, please provide details C2b. If there is an Other reason that you do not see yourself in the property in 5 years, please explain why... Total Dont know. 1 Lives on top floor and is in his 80's. Wants to move to a ground floor property. 1 Not sure. 1 Says she'd go to a housing association that listens and cares for their tenants. 1 Tenant is moving property on 06/08/17. 1 Unsure. 1 Wants southport. 1 Wants to move closer to family. 1 Plan move back with family. 1 Potentially moving closer to her children. 1 Repairs about the gate needs to be fixed. 1 Says she's homesick and wants to move back to Southport. Doesn't like the flat cause it's too high up. 1 Would like a garden and doesn't like that his home is on public walk way. 1 Grand Total 13 Page 9

10 How likely are you to recommend OVH to family or friends? (Net Promoter Score) Total % 2% % % 3% % 2% % 5% % 13% % 11% % 63% Grand Total 1386 Detractors (0-6) 55 4% Neutrals (7-8) 127 9% Promoters (9-10) % Net Promoter Score * 83 Net Promoter Score 67 * Please note, this year's Net Promoter Score includes Supported Housing and Housing for Older People customers. When this question was * introduced in, it was only included on the General Needs STAR Survey. Page 10

11 Section A: Satisfaction with the Service General Needs Results A1. Taking everything into account, how satisfied or dissatisfied are you with the service provided by One Vision Housing? : : 96% 75% 18% 3% 2% 87% 9% 2% A1. Taking everything into account, how satisfied or dissatisfied are you with the service provided by One Vision Ho Total Very satisfied % 75% Fairly satisfied 94 9% 18% Neither 13 1% 1% Fairly dissatisfied 18 2% 3% Very dissatisfied 11 1% 2% Grand Total 1029 A2. How satisfied or dissatisfied are you that your rent provides value for money? : 94% : 83% 11% 4% 87% 9% 2% A2. How satisfied or dissatisfied are you that your rent provides value for money? Total Very satisfied % 83% Fairly satisfied 90 9% 11% Neither 5 1% 1% Fairly dissatisfied 20 2% 4% Very dissatisfied 9 1% Grand Total 986 A3. How satisfied or dissatisfied are you that your service charges provide value for money? : 76% : 89% 64% 13% 14% 8% 57% 31% 3% 6% 2% Page 11

12 A3. How satisfied or dissatisfied are you that your service charges provide value for money? Total Very satisfied % 64% Fairly satisfied 85 31% 13% Neither 9 3% 1% Fairly dissatisfied 16 6% 14% Very dissatisfied 5 2% 8% Grand Total 270 A4. In your experience, do we do what we say we are going to do? : 87% : 96% 74% 13% 4% 7% 64% 32% 2% 2% Strongly agree Agree Neither Disagree Strongly disagree A4. In your experience, do we do what we say we are going to do? Total Strongly agree % 74% Agree % 13% Neither 21 2% 4% Disagree 20 2% 7% Strongly disagree 2 1% Grand Total 1011 Page 12

13 Section B: Repairs & Maintenance B1. How satisfied or dissatisfied are you with the overall quality of your home? : 92% : 95% 74% 18% 3% 4% 2% 83% 12% 2% 2% B1. How satisfied or dissatisfied are you with the overall quality of your home? Total Very satisfied % 74% Fairly satisfied % 18% Neither 22 2% 3% Fairly dissatisfied 20 2% 4% Very dissatisfied 13 1% 2% Grand Total 1020 B2. Generally, how satisfied or dissatisfied are you with the way One Vision Housing deals with repairs? : 92% : 9 11% 3% 4% 2% 77% 13% 3% 3% 4% B2. Generally, how satisfied or dissatisfied are you with the way One Vision Housing deals with repairs and mainten Total Very satisfied % Fairly satisfied % 11% Neither 31 3% 3% Fairly dissatisfied 34 3% 4% Very dissatisfied 39 4% 2% Grand Total 1009 Page 13

14 Section C: Your Neighbourhood C1. How satisfied or dissatisfied are you with your neighbourhood as a place to live? : 88% : 91% 71% 16% 3% 7% 3% 11% 3% 4% C1. How satisfied or dissatisfied are you with your neighbourhood as a place to live? Total Very satisfied % Fairly satisfied % 16% Neither 30 3% 3% Fairly dissatisfied 44 4% 7% Very dissatisfied 14 1% 3% Grand Total 1015 C2. Do you see yourself still living in your property in 5 years time? : 86% : 85% 86% 14% 85% 15% Yes No Unsure C2. Do you see yourself still living in your property in 5 years time? Total Yes % 86% No % 14% Grand Total 1002 C3. If you do not see yourself living in the property in 5 years, please tell us the main reason? 3 25% 2 15% 1 5% 28% 21% 2 13% Want larger/smaller property 19% 16% 14% 15% 12% 4% 13% 3% 4% 2% 7% 6% ASB Personal reasons Health reasons Unhappy with neighbourhood Bedroom Tax Other (Please provide details) Unhappy with property Total Want larger/smaller property 30 21% 28% ASB % Personal reasons 23 16% 2% Health reasons 20 14% 19% Unhappy with neighbourhood 17 12% 15% Bedroom Tax 10 7% 4% Other (Please provide details) 8 6% 13% Unhappy with property 5 3% 4% Want to buy own home 2 1% 1% 1% 1% Want to buy own home Page 14

15 C4. If there is an Other reason that you do not see yourself in the property in 5 years, please explain why C2b. If there is an Other reason that you do not see yourself in the property in 5 years, please explain why... Total Dont know. 1 Lives on top floor and is in his 80's. Wants to move to a ground floor property. 1 Not sure. 1 Says she'd go to a housing association that listens and cares for their tenants. 1 Tenant is moving property on 06/08/17. 1 Unsure. 1 Wants southport. 1 Wants to move closer to family. 1 Grand Total 8 C5. How would you rate the level of Anti-Social Behaviour in the local area? : 7 : 61% 7 22% 8% 61% 29% Low Medium High C3. How would you rate the level of Anti-Social Behaviour in the local area? Total Low % 7 Medium % 22% High % Grand Total 1013 C6. If you have experienced ASB, have you reported it? : 9 : 95% % 5% Yes No C4. If you have experienced ASB, have you reported it? Total Yes % 9 No 38 5% 1 Grand Total 799 Page 15

16 Section D: Contact with One Vision Housing D1. How satisfied or dissatisfied are you that One Vision Housing listens to your views and acts upon them? : 89% : 95% 77% 13% 4% 2% 4% 15% 3% 2% D1. How satisfied or dissatisfied are you that One Vision Housing listens to your views and acts upon them? Total Very satisfied % Fairly satisfied % 13% Neither 26 3% 4% Fairly dissatisfied 17 2% 2% Very dissatisfied 7 1% 4% Grand Total 948 D2. How satisfied are you with the opportunities to get involved in decision making at One Vision Housing? : 92% : 95% 82% 1 5% 2% 82% 13% 3% D2. How satisfied are you with the opportunities to get involved in decision making at One Vision Housing? Total Very satisfied % 82% Fairly satisfied % 1 Neither 28 3% 5% Fairly dissatisfied 7 1% 2% Very dissatisfied 5 1% 1% Grand Total 870 D3. How satisfied are you that One Vision Housing keeps you informed about things that may affect you? : : 96% 87% 6% 3% 4% 86% 1 2% 2% D3. How satisfied are you that One Vision Housing keeps you informed about things that may affect you? Total Very satisfied % 87% Fairly satisfied % Neither 18 2% 3% Fairly dissatisfied 16 2% 4% Very dissatisfied 3 1% Grand Total 986 Page 16

17 D4. In the past year when you have contacted One Vision Housing with a query or problem, how satisfied were you with the customer service you received? : 96% : 98% 91% 5% 2% 87% 11% D4. In the past year when you have contacted One Vision Housing with a query or problem, how satisfied were you Total Very satisfied % 91% Fairly satisfied % 5% Neither 13 1% 2% Fairly dissatisfied 4 1% Very dissatisfied 2 1% Grand Total 966 D5. If you have contacted us with an enquiry, and we were unable to help you at the time, how satisfied or dissatisfied are you that we got back in touch with you promptly? : 96% 91% 5% 2% D5. If you have contacted us with an enquiry, and we were unable to help you at the time, how satisfied or dissatis Total Very satisfied Fairly satisfied Neither Fairly dissatisfied 9 9 Very dissatisfied 4 4 Grand Total D6. If you were unhappy with a service we offer, would you know how to make a complaint about One Vision Housing? : 82% : 91% 82% 18% 91% 9% Yes No D5. If you were unhappy with a service we offer, would you know how to make a complaint about One Vision Hous Total Yes % 82% No 85 9% 18% Grand Total 984 Page 17

18 D7. Which of the following methods of being kept informed by OVH would you prefer to use? % 74% 12% 17% 2% 5% 1% 1% 1% 2% 1% Telephone In writing Visit to your home Visit to the office Newsletter Text Message/SMS Open meetings by staff Total Telephone % 74% In writing % 17% 21 2% 5% Visit to your home by staff 7 1% 1% Visit to the office 7 1% Newsletter 4 2% Text Message/SMS 2 1% Open meetings 0 Grand Total 1004 D8. Which of the following methods of getting in touch with OVH would you prefer to use? % 5% 1% 1% 1% 2% Telephone Visit to the office In writing Text Message/SMS Website Open meetings Total Telephone 968 Visit to the office 12 1% 5% In writing 11 1% 1% 10 1% 2% Text Message/SMS 1 Website 1 Open meetings 0 Grand Total 1003 D9. How likely are you to recommend OVH to family or friends? (Net promoter Score) D8. How likely are you to recommend OVH to family or friends? (Net promoter) Total % % 6 8 1% % % % % Grand Total 1002 Detractors (0-6) 32 3% Neutrals (7-8) 78 8% Promoters (9-10) % Net Promoter Score 86 Page 18

19 D10. Do you have regular access to the internet? : 47% 47% 53% Yes No D10. Do you have access to the internet? Total Yes % No % Grand Total 999 D11. If Yes, please tell us which device(s) you use to access the internet? (Please tick all that apply) % 49% 39% 5% 1% Smart phone Tablet Laptop computer Desktop computer Your TV Other 473 Total Smart phone % Tablet % Laptop computer % Desktop computer 26 5% Your TV 4 1% Other 0 D12. In order to improve the quality, and range of services we offer online, we would be grateful if you could tell us how confident you would feel carrying out the following activities? (Customers who are 'Very', or 'Fairly confident') % 75% 74% 73% 69% 68% 66% 65% Finding out information, or researching something online Sending an Using social media (e.g. Facebook, Twitter, Instagram) Uploading a photo on social media Buying something Making a booking, from an online shop or setting up an appointment online Managing your finances online (e.g. internet banking) Paying a bill online Setting up an account with a service provider (e.g. gas, electric, council tax, water, TV Licence) Total Total Confident Answered Finding out information, or researching something online % Sending an Using social media (e.g. Facebook, Twitter, Instagram) % Uploading a photo on social media % Buying something from an online shop % Making a booking, or setting up an appointment online % Managing your finances online (e.g. internet banking) % Paying a bill online % Setting up an account with a service provider (e.g. gas, electric, council tax, water, TV Licence) % Page 19

20 Section E: Advice and Support E1. Thinking about your rent and income, how satisfied or dissatisfied are you with the advice and support you receive from OVH with the following...? E1a. Claiming housing benefits : 98% : 96% 88% 8% 2% E1. Thinking about your rent and income, how satisfied or dissatisfied are you with the advice and support you rece Total Very satisfied % Fairly satisfied 59 8% 1% Neither 9 1% 1% Fairly dissatisfied 13 2% 1% Very dissatisfied 5 1% Grand Total 722 E1b. Paying rent and service charges : 99% : 96% 2% 88% 8% 2% E1. Thinking about your rent and income, how satisfied or dissatisfied are you with the advice and support you rece Total Very satisfied % Fairly satisfied 60 8% 2% Neither 9 1% Fairly dissatisfied 13 2% 1% Very dissatisfied 3 Grand Total 707 E1c. Assistance with managing utility bills : : 96% 95% 2% 2% 87% 9% 2% Page 20

21 E1. Thinking about your rent and income, how satisfied or dissatisfied are you with the advice and support you rece Total Very satisfied % 95% Fairly satisfied 62 9% 2% Neither 6 1% 2% Fairly dissatisfied 13 2% 1% Very dissatisfied 5 1% Grand Total 675 E2. Do you have a Bank Account? : 87% : 88% 87% 13% 88% 12% Yes No E2. Do you have a Bank Account? Total Yes % 87% No % 13% Grand Total 990 E3. In the past twelve months, have you had any difficulties paying for your accommodation? : 18% : 14% 18% 81% 14% 84% 2% Yes No Prefer not to answer E3. In the past twelve months, have you had any difficulties paying for your accommodation? Total Yes % 18% No % 81% Prefer not to answer 19 2% 1% Grand Total 991 E4. How satisfied or dissatisfied are you with the way OVH has advised and supported you with any of the following Welfare Reform measures, which may have affected you as a tenant...? E4a. Bedroom Tax : 94% 81% 13% 3% 3% E4. How satisfied or dissatisfied are you with the way OVH has advised and supported you with any of the following Total Very satisfied % Fairly satisfied 44 13% Neither 3 1% Fairly dissatisfied 9 3% Very dissatisfied 9 3% Grand Total 336 Page 21

22 E4b. Universal Credit : 95% 84% 11% 3% E4. How satisfied or dissatisfied are you with the way OVH has advised and supported you with any of the following Total Very satisfied % Fairly satisfied 32 11% Neither 2 1% Fairly dissatisfied 8 3% Very dissatisfied 4 1% Grand Total 282 E4c. Benefit Cap : 95% 83% 12% 3% 2% E4. How satisfied or dissatisfied are you with the way OVH has advised and supported you with any of the following Total Very satisfied % Fairly satisfied 32 12% Neither 2 1% Fairly dissatisfied 8 3% Very dissatisfied 5 2% Grand Total 274 Page 22

23 Section F: Your Priorities Trend Repairs and Maintenance 43.2% 73.9% Quality of your home (Home improvements) 32.3% 37.1% Dealing with Anti-social behaviour 20.9% 7. Support and advice on welfare benefits and paying rent 17.3% 3.4% Your neighbourhood as a place to live 16.9% 7.3% Value for money for rent 14.7% 5.3% Other 10.5% 16.5% Listening to views and acting on them Keeping Residents Informed 5.6% 5.9% Page 23

24 Supported Housing & Housing for Older People Results Section A: Satisfaction with the Service A1. Taking everything into account, how satisfied or dissatisfied are you with the service provided by One Vision Housing? (Supported Housing) : : 79% 18% 2% 82% 11% 3% 4% A1. Taking everything into account, how satisfied or dissatisfied are you with the service provided by One Vision Ho Total Very satisfied % 79% Fairly satisfied 27 11% 18% Neither 7 3% Fairly dissatisfied 9 4% Very dissatisfied 2 1% 2% Grand Total 250 A1. Taking everything into account, how satisfied or dissatisfied are you with the service provided by One Vision Housing? (Housing for Older People) : 96% : 95% 87% 9% 2% 2% 84% 11% 2% A1. Taking everything into account, how satisfied or dissatisfied are you with the service provided by One Vision Ho Total Very satisfied % 87% Fairly satisfied 17 11% 9% Neither 2 1% Fairly dissatisfied 3 2% 2% Very dissatisfied 2 1% 2% Grand Total 150 A2. How satisfied or dissatisfied are you with the overall quality of your home? (Supported Housing) : 94% : 94% 14% 3% 2% 84% 1 4% Page 24

25 A2. How satisfied or dissatisfied are you with the overall quality of your home? Total Very satisfied % Fairly satisfied % Neither 2 1% 1% Fairly dissatisfied 11 4% 3% Very dissatisfied 1 2% Grand Total 250 A2. How satisfied or dissatisfied are you with the overall quality of your home? (Housing for Older People) : 95% : 99% 84% 11% 3% 87% 12% A2. How satisfied or dissatisfied are you with the overall quality of your home? Total Very satisfied % 84% Fairly satisfied 18 12% 11% Neither 1 1% 1% Fairly dissatisfied 1 1% 3% Very dissatisfied 0 1% Grand Total 150 A3. How satisfied or dissatisfied are you that your rent provides value for money? (Supported Housing) : 99% : 95% 89% 9% 85% 1 4% A3. How satisfied or dissatisfied are you that your rent provides value for money? Total Very satisfied % 89% Fairly satisfied % Neither 1 Fairly dissatisfied 9 4% Very dissatisfied 1 Grand Total 222 A3. How satisfied or dissatisfied are you that your rent provides value for money? (Housing for Older People) : : 94% 88% 9% 3% 86% 9% 3% 2% Page 25

26 A3. How satisfied or dissatisfied are you that your rent provides value for money? Total Very satisfied % 88% Fairly satisfied 12 9% 9% Neither 1 1% Fairly dissatisfied 4 3% Very dissatisfied 3 2% 3% Grand Total 138 A4. How satisfied or dissatisfied are you that your service charges provide value for money? (Supported Housing) : 95% : 85% 1 2% 2% 83% 1 4% 2% A4. How satisfied or dissatisfied are you that your service charges provide value for money? Total Very satisfied % 85% Fairly satisfied Neither 2 1% 2% Fairly dissatisfied 6 4% 1% Very dissatisfied 3 2% 2% Grand Total 154 A4. How satisfied or dissatisfied are you that your service charges provide value for money? (Housing for Older People) : 96% : 92% 85% 11% 2% 2% 76% 16% 6% A4. How satisfied or dissatisfied are you that your service charges provide value for money? Total Very satisfied 73 76% 85% Fairly satisfied 15 16% 11% Neither 1 1% 2% Fairly dissatisfied 6 6% 2% Very dissatisfied 1 1% Grand Total 96 A5. Generally, how satisfied or dissatisfied are you with the way One Vision Housing deals with repairs and maintenance? (Supported Housing) : 96% : 92% 85% 12% 2% 81% 11% 3% 3% 3% Page 26

27 A5. Generally, how satisfied or dissatisfied are you with the way One Vision Housing deals with repairs and mainten Total Very satisfied % 85% Fairly satisfied 26 11% 12% Neither 6 3% 2% Fairly dissatisfied 6 3% Very dissatisfied 8 3% 1% Grand Total 240 A5. Generally, how satisfied or dissatisfied are you with the way One Vision Housing deals with repairs and maintenance? (Housing for Older People) : 95% : 92% 83% 13% 3% 82% 1 4% 2% A5. Generally, how satisfied or dissatisfied are you with the way One Vision Housing deals with repairs and mainten Total Very satisfied % 83% Fairly satisfied % Neither 6 4% 3% Fairly dissatisfied 2 1% 1% Very dissatisfied 3 2% Grand Total 145 A6. How satisfied or dissatisfied are you that One Vision Housing listens to your views and acts upon them? (Supported Housing) : 88% : 91% 79% 9% 6% 5% 79% 12% 3% 5% A6. How satisfied or dissatisfied are you that One Vision Housing listens to your views and acts upon them? Total Very satisfied % 79% Fairly satisfied 27 12% 9% Neither 7 3% 6% Fairly dissatisfied 10 5% 5% Very dissatisfied 2 1% 1% Grand Total 220 A6. How satisfied or dissatisfied are you that One Vision Housing listens to your views and acts upon them? (Housing for Older People) : 88% : 87% 82% 6% 5% 3% 4% 71% 16% 6% 4% 3% Page 27

28 A6. How satisfied or dissatisfied are you that One Vision Housing listens to your views and acts upon them? Total Very satisfied 90 71% 82% Fairly satisfied 20 16% 6% Neither 7 6% 5% Fairly dissatisfied 5 4% 3% Very dissatisfied 4 3% 4% Grand Total 126 A7. In your experience, do we do what we say we are going to do? (Supported Housing) : 92% : 83% 9% 2% 4% 72% 21% 2% 5% A7. In your experience, do we do what we say we are going to do? Total Strongly agree % 83% Agree 50 21% 9% Neither 5 2% 2% Disagree 12 5% 4% Strongly disagree 0 1% Grand Total 237 A7. In your experience, do we do what we say we are going to do? (Housing for Older People) : : 91% 89% 4% 4% 2% 65% 26% 4% 4% A7. In your experience, do we do what we say we are going to do? Total Strongly agree 92 65% 89% Agree 37 26% 4% Neither 5 4% Disagree 5 4% 4% Strongly disagree 2 1% 2% Grand Total 141 Page 28

29 Section B: Your Neighbourhood B1. How satisfied or dissatisfied are you with your neighbourhood as a place to live? (Supported Housing) : 92% : 91% 79% 13% 3% 4% 2% 82% 9% 2% 4% 3% B1. How satisfied or dissatisfied are you with your neighbourhood as a place to live? Total Very satisfied % 79% Fairly satisfied 21 9% 13% Neither 5 2% 3% Fairly dissatisfied 11 4% 4% Very dissatisfied 7 3% 2% Grand Total 247 B1. How satisfied or dissatisfied are you with your neighbourhood as a place to live? (Housing for Older People) : : 95% 88% 9% 84% 11% 3% B1. How satisfied or dissatisfied are you with your neighbourhood as a place to live? Total Very satisfied % 88% Fairly satisfied 17 11% 9% Neither 1 1% 1% Fairly dissatisfied 5 3% 1% Very dissatisfied 1 1% 1% Grand Total 149 B2. Do you see yourself still living in your property in 5 years time? (Supported Housing) : 86% : 88% 86% 14% 88% 12% Yes No B2. Do you see yourself still living in your property in 5 years time? Total Yes % 86% No 30 12% 14% Grand Total 243 Please Note: This question is not applicable to Housing for Older People. Page 29

30 B2a. If you do not see yourself living in the property in 5 years, please tell us the main reason? (Supported Housing) 4 35% 3 25% 2 15% 1 5% % 17% Unhappy with neighbourhood 33% 33% Total Unhappy with neighbourhood 6 2 3% ASB % Health reasons % Other (Please specify) 5 17% 33% Unhappy with property 3 1 Want larger/smaller property 2 7% 3% Personal reasons 2 7% 1 Want to buy own home 0 Bedroom Tax 0 Grand Total 30 Please Note: This question is only applicable to Supported Housing customers. B2b. If there is an Other reason that you do not see yourself in the property in 5 years, please explain why (Supported Housing) B2b. If there is an Other reason that you do not see yourself in the property in 5 years, please explain why... Total Plan move back with family. 1 Potentially moving closer to her children. 1 Repairs about the gate needs to be fixed. 1 Says she's homesick and wants to move back to Southport. Doesn't like the flat cause it's too high up. 1 Would like a garden and doesn't like that his home is on public walk way. 1 Grand Total 5 Please Note: This question is only applicable to Supported Housing customers. 17% ASB Health reasons Other (Please specify) 3% 1 7% 7% 1 Unhappy with property Want larger/smaller property Personal reasons Want to buy own home B2. How would you rate the level of Anti-Social Behaviour in the local area? (Housing for Older People) Bedroom Tax : : 86% 5% 86% 12% 2% Low Medium High B2. How would you rate the level of Anti-Social Behaviour in the local area? Total Low % Medium 18 12% 5% High 3 2% 1% Grand Total 145 Page 30

31 B3. How would you rate the level of Anti-Social Behaviour in the local area? (Supported Housing) : : 74% 15% 5% 74% 16% Low Medium High B3. How would you rate the level of Anti-Social Behaviour in the local area? Total Low % Medium 39 16% 15% High % Grand Total 249 B3. If you have experienced ASB, have you reported it? (Housing for Older People) : 82% : 78% 82% 18% 78% 22% Yes No B3. If you have experienced ASB, have you reported it? Total Yes 47 78% 82% No 13 22% 18% Grand Total 60 B4. If you have experienced ASB, have you reported it? (Supported Housing) : 95% : 92% 95% 5% 92% 8% Yes No B4. If you have experienced ASB, have you reported it? Total Yes % 95% No 11 8% 5% Grand Total 130 Page 31

32 Section C: Support Services C1. Overall, how satisfied or dissatisfied are you with the overall service provided by Independent Living? (Supported Housing) : 98% : 92% 6% 94% 3% 2% C1. Overall, how satisfied or dissatisfied are you with the overall service provided by Independent Living? Total Very satisfied % 92% Fairly satisfied 8 3% 6% Neither 2 1% 1% Fairly dissatisfied 4 2% 1% Very dissatisfied 1 Grand Total 239 C1. Overall, how satisfied or dissatisfied are you with the overall service provided by Independent Living? (Housing for Older People) : 99% : 94% 9 9% 89% 5% 4% C1. Overall, how satisfied or dissatisfied are you with the overall service provided by Independent Living? Total Very satisfied % 9 Fairly satisfied 7 5% 9% Neither 1 1% 1% Fairly dissatisfied 6 4% Very dissatisfied 1 1% Grand Total 139 C2. How satisfied or dissatisfied are you with the overall service provided by your Independent Living Officer? (Supported Housing) : : 98% 92% 5% 95% 3% Page 32

33 C2. How satisfied or dissatisfied are you with the overall service provided by your Independent Living Officer? Total Very satisfied % 92% Fairly satisfied 7 3% 5% Neither 2 1% 1% Fairly dissatisfied 2 1% 1% Very dissatisfied 1 Grand Total 242 C2. How satisfied or dissatisfied are you with the overall service provided by your Independent Living Officer? (Housing for Older People) : 98% : 94% 5% 2% 2% 2% C2. How satisfied or dissatisfied are you with the overall service provided by your Independent Living Officer? Total Very satisfied 118 Fairly satisfied 2 2% 5% Neither 2 2% 1% Fairly dissatisfied 3 2% 1% Very dissatisfied 2 2% Grand Total 127 C3. How satisfied are you with the frequency of contact with your independent living officer? (Supported Housing) : 94% : 89% 5% 3% 3% 3% 2% C3. How satisfied are you with the frequency of contact with your independent living officer? Total Very satisfied % Fairly satisfied 8 3% 5% Neither 4 2% 3% Fairly dissatisfied 2 1% 3% Very dissatisfied 2 1% Grand Total 241 C3. How satisfied are you with the frequency of contact with your independent living officer? (Housing for Older People) : : 92% 8% 9 2% 2% 5% Page 33

34 C3. How satisfied are you with the frequency of contact with your independent living officer? Total Very satisfied % Fairly satisfied 3 2% 8% Neither 2 2% Fairly dissatisfied 6 5% Very dissatisfied 1 1% Grand Total 125 C4. How much do you agree with the following statement; the service provided helps you to live independently (Supported Housing) : 95% : 9 5% 4% 3% 2% C4. How much do you agree with the following statement; the service provided helps you to live independently Total Strongly agree Agree 8 3% 5% Neither 5 2% 4% Disagree 2 1% Strongly disagree 1 1% Grand Total 236 C4. How much do you agree with the following statement; the service provided helps you to live independently? (Housing for Older People) : : 96% 91% 6% 3% 88% 9% 4% C4. How much do you agree with the following statement; the service provided helps you to live independently? Total Strongly agree % 91% Agree 11 9% 6% Neither 5 4% 3% Disagree 0 Strongly disagree 0 Grand Total 128 C5. What impact would you say that the Independent Living service has had on your personal circumstances? (Supported Housing) : 9 : 89% % Positive Neutral Negative Page 34

35 C5. What impact would you say that the Independent Living service has had on your personal circumstances? Total Positive % 9 Neutral Negative 3 1% Grand Total 238 C5. What impact would you say that the Independent Living service has had on your personal circumstances? (Housing for Older People) : 85% : 87% 85% 15% 87% 13% Positive Neutral Negative C5. What impact would you say that the Independent Living service has had on your personal circumstances? Total Positive % 85% Neutral 17 13% 15% Negative 0 Grand Total 126 C6. How satisfied or dissatisfied are you with the safety and security of your home? (Supported Housing) : 95% : 98% 86% 9% 3% 91% 7% C6. How satisfied or dissatisfied are you with the safety and security of your home? Total Very satisfied % 86% Fairly satisfied 16 7% 9% Neither 3 1% 1% Fairly dissatisfied 3 1% 3% Very dissatisfied 0 1% Grand Total 243 C6. How satisfied or dissatisfied are you with the safety and security of your home? (Housing for Older People) : : 9 7% 2% 87% 6% 4% 3% C6. How satisfied or dissatisfied are you with the safety and security of your home? Total Very satisfied % 9 Fairly satisfied 9 6% 7% Neither 6 4% 1% Fairly dissatisfied 4 3% 2% Very dissatisfied 0 Grand Total 148 Page 35

36 C7. Have you ever used the emergency call service? (Supported Housing) : 33% : 36% 33% 67% 36% 64% Yes No C7. Have you ever used the emergency call service? Total Yes 87 36% 33% No % 67% Grand Total 241 C7. Have you ever used the emergency call service? (Housing for Older People) : 3 : 31% % 69% Yes No C7. Have you ever used the emergency call service? Total Yes 45 31% 3 No % 7 Grand Total 147 C8. How satisfied or dissatisfied are you with the emergency call service? (Supported Housing) : : 98% 91% 7% 95% 3% C8. How satisfied or dissatisfied are you with the emergency call service? Total Very satisfied 86 95% 91% Fairly satisfied 3 3% 7% Neither 1 1% Fairly dissatisfied 1 1% 1% Very dissatisfied 0 1% Grand Total 91 Page 36

37 C8. How satisfied or dissatisfied are you with the emergency call service? (Housing for Older People) : 96% : 96% 96% 4% 94% 2% 4% C8. How satisfied or dissatisfied are you with the emergency call service? Total Very satisfied 45 94% 96% Fairly satisfied 1 2% Neither 0 Fairly dissatisfied 2 4% 4% Very dissatisfied 0 Grand Total 48 C9. Was the person who dealt with your call helpful and easy to speak to? (Supported Housing) : 94% : 98% 3% 94% 3% 2% Strongly agree Agree Neither Disagree Strongly disagree C9. Was the person who dealt with your call helpful and easy to speak to? Total Strongly agree 83 94% Agree 3 3% 1% Neither 0 1% Disagree 2 2% 3% Strongly disagree 0 1% Grand Total 88 C9. Was the person who dealt with your call helpful and easy to speak to? (Housing for Older People) : : 96% 4% 91% 9% Strongly agree Agree Neither Disagree Strongly disagree C9. Was the person who dealt with your call helpful and easy to speak to? Total Strongly agree 40 91% 96% Agree 4 9% 4% Neither 0 Disagree 0 Strongly disagree 0 Grand Total 44 Page 37

38 C10. How would you rate the quality of the service that you received from the emergency call service? (Supported Housing) : 96% : 98% 89% 7% 4% 4% 2% Very good Fairly good Neither Fairly poor Very poor C10. How would you rate the quality of the service that you received from the emergency call service? Total Very good 83 89% Fairly good 4 4% 7% Neither 0 Fairly poor 2 2% 4% Very poor 0 Grand Total 89 C10. How would you rate the quality of the service that you received from the emergency call service? (Housing for Older People) : : 88% 12% 96% 4% Very good Fairly good Neither Fairly poor Very poor C10. How would you rate the quality of the service that you received from the emergency call service? Total Very good 44 96% 88% Fairly good 2 4% 12% Neither 0 Fairly poor 0 Very poor 0 Grand Total 46 C11. Do you think that the emergency call service offers value for money? (Supported Housing) : 95% : 99% 91% 4% 4% 91% 8% Strongly agree Agree Neither Disagree Strongly disagree C11. Do you think that the emergency call service offers value for money? Total Strongly agree 86 91% 91% Agree 8 8% 4% Neither 0 Disagree 1 1% 4% Strongly disagree 0 1% Grand Total 95 Page 38

39 C11. Do you think that the emergency call service offers value for money? (Housing for Older People) : : 96% 88% 12% 88% 8% 2%2% Strongly agree Agree Neither Disagree Strongly disagree C11. Do you think that the emergency call service offers value for money? Total Strongly agree 45 88% 88% Agree 4 8% 12% Neither 1 2% Disagree 1 2% Strongly disagree 0 Grand Total 51 Page 39

40 Section D: Contact with One Vision Housing D1. Which of the following methods of being kept informed by OVH would you prefer to use? (Supported Housing) % 85% 1 12% Telephone In writing Visit to your home by staff 4% 1% 1% Visit to the office Website Text Message/SMS Open meetings Newsletter Total Telephone % 85% In writing % Visit to your home by staff 9 4% 0 Visit to the office 0 1% Website 1 Text Message/SMS 1 1% Open meetings 0 Newsletter 1 Grand Total 246 D1. Which of the following methods of being kept informed by OVH would you prefer to use? (Housing for Older People) % 77% 13% 8% 7% 3% 2% 1% Telephone In writing Visit to your home by staff Newsletter Open meetings Visit to the office Website Text Message/SMS Total Telephone % 89% In writing 19 13% 7% Visit to your home by staff 12 8% 3% 3 2% Newsletter 0 1% Open meetings 0 Visit to the office 0 Website 0 Text Message/SMS 0 Grand Total D2. Which of the following methods of getting in touch with OVH would you prefer to use? (Supported Housing) % 94% 4% 4% 1% 2% Telephone Visit to the office Website In writing Text Message/SMS Open meetings 2015/16 Page 40

41 Total Telephone % 94% Visit to the office 10 4% 4% Website 2 1% 0 In writing 0 2% Text Message/SMS 0 Open meetings 0 Grand Total 245 D2. Which of the following methods of getting in touch with OVH would you prefer to use? (Housing for Older People) % 4% 1% 1% 1% 1% Telephone Visit to the office Open meetings Text Message/SMS Website In writing 2015/16 Total Telephone % Visit to the office 6 4% 1% Open meetings 1 1% 0 1% Text Message/SMS 0 Website 0 1% In writing 0 Grand Total 144 D3. If you have contacted us with an enquiry, and we were unable to help you at the time, how satisfied or dissatisfied are you that we got back in touch with you promptly? (Supported Housing) : 94% 83% 11% 2% 3%1% D3. If you have contacted us with an enquiry, and we were unable to help you at the time, how satisfied or dissatis Total Very satisfied % Fairly satisfied 20 11% Neither 3 2% Fairly dissatisfied 5 3% Very dissatisfied 2 1% Grand Total 177 D3. If you have contacted us with an enquiry, and we were unable to help you at the time, how satisfied or dissatisfied are you that we got back in touch with you promptly? (Housing for Older People) : 94% 84% 1 6% Page 41

42 D3. If you have contacted us with an enquiry, and we were unable to help you at the time, how satisfied or dissatis Total Very satisfied 69 84% Fairly satisfied 8 1 Neither 0 Fairly dissatisfied 5 6% Very dissatisfied 0 Grand Total 82 D4. Do you feel you are able to influence the service which you receive from One Vision Housing s Independent Living Team? (Supported Housing) : 92% : 95% 92% 8% 95% 5% Yes No D3. Do you feel you are able to influence the service which you receive from One Vision Housing s Independent Liv Total Yes % 92% No 9 5% 8% Grand Total 191 D4. Do you feel you are able to influence the service which you receive from One Vision Housing s Independent Living Team? (Housing for Older People) : 92% : 94% 92% 8% 94% 6% Yes No D3. Do you feel you are able to influence the service which you receive from One Vision Housing s Independent Liv Total Yes % 92% No 7 6% 8% Grand Total 110 D5. If you were unhappy with a service we offer, would you know how to make a complaint about One Vision Housing?(Supported Housing) : 87% : 88% 87% 13% 88% 12% Yes No D4. If you were unhappy with a service we offer, would you know how to make a complaint about One Vision Hous Total Yes % 87% No 27 12% 13% Grand Total 230 Page 42

43 D5. If you were unhappy with a service we offer, would you know how to make a complaint about One Vision Housing? (Housing for Older People) : 9 : 88% % 12% Yes No D4. If you were unhappy with a service we offer, would you know how to make a complaint about One Vision Hous Total Yes % 9 No 17 12% 1 Grand Total 138 D6. How likely are you to recommend OVH to family or friends? (Net Promoter Score) - Supported Housing D6. How likely are you to recommend OVH to family or friends? (1 = 'Not at all likely', 10 = 'Extremely likely') Total % % 5 5 2% 6 4 2% 7 8 3% % % % Grand Total 239 Detractors (0-6) 16 7% Neutrals (7-8) 30 13% Promoters (9-10) % Net Promoter Score 74 D6. How likely are you to recommend OVH to family or friends? (Net Promoter Score) - Housing for Older People D6. How likely are you to recommend OVH to family or friends? (1 = 'Not at all likely', 10 = 'Extremely likely') Total % 5 6 4% % % % % Grand Total 145 Detractors (0-6) 7 5% Neutrals (7-8) 19 13% Promoters (9-10) % Net Promoter Score 77 Page 43

44 D7. Do you have regular access to the internet? (Supported Housing) : 28% 28% 72% Yes No D7. Do you have access to the internet? Total Yes 68 28% No % Grand Total 242 D7. Do you have regular access to the internet? (Housing for Older People) : 22% 22% 78% Yes No D7. Do you have access to the internet? Total Yes 32 22% No % Grand Total 146 D7a. If Yes, please tell us which device(s) do you use to access the internet? (Supported Housing) % 49% 34% 3% 1% Laptop computer Smart phone Tablet Desktop computer Your TV Other 68 Total Laptop computer 36 53% Smart phone 33 49% Tablet 23 34% Desktop computer 2 3% Your TV 1 1% Other 0 D7a. If Yes, please tell us which device(s) do you use to access the internet? (Housing for Older People) % 44% 31% 6% Laptop computer Tablet Smart phone Desktop computer Your TV Other 0 Page 44

45 Total Laptop computer 20 63% Tablet 14 44% Smart phone 10 31% Desktop computer 2 6% Your TV 0 Other 0 D8. In order to improve the quality, and range of services we offer online, we would be grateful if you could tell us how confident you would feel carrying out the following activities? (Supported Housing) % Finding out information, or researching something online 57% Sending an 4 36% 34% Using social media (e.g. Facebook, Twitter, Instagram) Uploading a photo on social media Buying something from an online shop 25% 24% 24% 22% Managing your finances online (e.g. internet banking) Making a booking, or setting up an appointment online Paying a bill online Setting up an account with a service provider (e.g. gas, electric, council tax, water, TV Licence) Total Total Confident Answered Finding out information, or researching something online % Sending an % Using social media (e.g. Facebook, Twitter, Instagram) Uploading a photo on social media % Buying something from an online shop % Managing your finances online (e.g. internet banking) % Making a booking, or setting up an appointment online % Paying a bill online % Setting up an account with a service provider (e.g. gas, electric, council tax, water, TV Licence) % D8. In order to improve the quality, and range of services we offer online, we would be grateful if you could tell us how confident you would feel carrying out the following activities? (Housing for Older People) % Finding out information, or researching something online 59% Sending an 43% 39% 35% 32% Making a booking, or setting up an appointment online Using social media (e.g. Facebook, Twitter, Instagram) Buying something from an online shop 13% 13% 13% Uploading a photo onsetting up an account Paying a bill online social media with a service provider (e.g. gas, electric, council tax, water, TV Licence) Managing your finances online (e.g. internet banking) Page 45

46 Total Total Confident Answered Finding out information, or researching something online % Sending an % Making a booking, or setting up an appointment online % Using social media (e.g. Facebook, Twitter, Instagram) % Buying something from an online shop % Uploading a photo on social media % Setting up an account with a service provider (e.g. gas, electric, council tax, water, TV Licence) % Paying a bill online % Managing your finances online (e.g. internet banking) % D9. Do you feel you are able to influence the social activities within the scheme? (Housing for Older People) : 76% : 59% 76% 8% 11% 5% 59% 24% 1 3% 5% Strongly agree Agree Neither Disagree Strongly disagree D5. Do you feel you are able to influence the social activities within the scheme? Total Strongly agree 62 59% 76% Agree 25 24% 8% Neither % Disagree 3 3% 5% Strongly disagree 5 5% Grand Total 105 Please Note: This question is not applicable to Supported Housing. Page 46