8.3 Tenant Satisfaction Survey - Summary of Blyth Valley Results

REPORT TO:
BLYTH AREA BOARD
REF:
14/04/8.3
FROM:
Paul Harrison,
Director of Corporate
Services
DATE:
23 April 2014
ACTION:
DISCUSSION
AGENDA ITEM:
8.3
CONFIDENTIAL:
No
CIRCULATION
RESTRICTIONS:
None
TITLE:
Tenant Satisfaction Survey – Summary of
Blyth Valley Results.
SUMMARY:
This report summarises the results of a
2014 Tenant Satisfaction Survey,
isolating those results that relate solely to
the Blyth Valley Area.
RECOMMENDATION:
1. Members are requested to note and
discuss the report.
APPENDICES:
CONTACT:
Appendix A: How to Read the Survey Results
Paul Harrison,
Director of
Corporate
Services
 Direct line: 01670 622869
 Mobile: 07946 374777
 Direct email: [email protected]
IMPLICATIONS:
CONSULTATION AND
BENEFITS TO
CUSTOMERS:
ENVIRONMENTAL:
This report presents the results of a tenant survey. The
results will enable us to improve services to customers.
The full satisfaction report includes a section on customer
views on their neighbourhoods.
EQUALITIES/DIVERSITY: The full satisfaction report includes an analysis of
respondent profiles and analyses the results by different
groups, such as age, disability, sexual orientation, etc.
FINANCE AND VFM:
Following an analysis of the full report, HfN may consider
moving resources, financial and human, between services or
between geographical areas to address shortfalls in
Board: Blyth Area Board – 23 April 2014
Item No: 8.3
Report Title: Tenant Satisfaction Survey – Summary of Blyth Valley Results
Report by: Paul Harrison, Director of Corporate Services
HEALTH & SAFETY:
LEGAL:
PERSONNEL:
RISK:
CORPORATE
OBJECTIVES:
performance.
None specifically arising from this report.
None specifically arising from this report.
Following an analysis of the full report, HfN may consider
moving resources, financial and human, between services or
between geographical areas to address shortfalls in
performance.
The Corporate Risk Register flags the maintenance of core
services as a key risk associated with diversification.
The intelligence gathered through the Tenant Satisfaction
Survey will assist HfN to identify failing performance.
 We will deliver improving services
 We will be a well-run and cost effective business
 We will empower tenants
 We will build a stronger future
1.
1.1.
PURPOSE
This report summarises the results of a recent Tenant Satisfaction Survey
focussing specifically on those that relate specifically to the Blyth Valley Area.
2.
REPORT
Background
2.1.
Homes for Northumberland (HfN) commissioned ARP Research to undertake a
Tenant Satisfaction Survey using a standardised methodology which allows
responses to be compared across housing providers. In total, 3,196 tenants took
part in the survey (including approximately 2,400 from the Blyth Valley area).
This represents a 38% response rate across both Blyth and Alnwick. The scale
of the survey was sufficiently large for the results to be statistically significant.
2.2.
ARP’s full report reflects on the results of a 2009 survey which serve to illustrate
the way that tenant satisfaction with services has changed over the past five
years.
2.3.
The presentation of the results in the report is complex. Appendix A illustrates
how the results should be read.
2.4.
The full report will be presented to the Strategic Board in May/June and will be
made available in full to Area Board members after that.
2.5.
The responses to some of the questions in the survey have been analysed
separately for the Blyth Valley and Alnwick Areas. These questions relate to:
 Overall satisfaction with HfN services;
 Satisfaction with repairs and maintenance; and
 Information and involvement.
2.6.
This report presents the highlight results of the survey for the Blyth Valley Area.
Board: Blyth Area Board – 23 April 2014
Item No: 8.3
Report Title: Tenant Satisfaction Survey – Summary of Blyth Valley Results
Report by: Paul Harrison, Director of Corporate Services
Overall Satisfaction with HfN services
2.7.
The chart below shows the headline overall satisfaction rating for Blyth Valley
tenants:
2.8.
In summary:




89% of respondents were satisfied with the service provided by HfN;
This puts HfN in the top 25% of benchmarked housing providers;
The benchmark median score was 87%;
HfN’s 2014 (89%) result is significantly better than that from 2009 (84%).
Satisfaction with Repairs and Maintenance
2.9.
The chart below shows the satisfaction with repairs and maintenance for Blyth
Valley tenants:
2.10. In summary:
 84% of respondents were satisfied with the repairs and maintenance
service provided by HfN;
 This puts HfN in the bottom 50% of benchmarked housing providers;
 The benchmark median score was 84%;
 HfN’s 2014 (84%) result is significantly worse than that from 2009 (86%).
Board: Blyth Area Board – 23 April 2014
Item No: 8.3
Report Title: Tenant Satisfaction Survey – Summary of Blyth Valley Results
Report by: Paul Harrison, Director of Corporate Services
Information and Involvement
2.11. The chart below shows Blyth Valley tenants’ satisfaction with the provision of
information by HfN (specifically “being informed about the things that affect you”):
2.12. In summary:
 81% of respondents were satisfied with the way they were kept informed
by HfN;
 This puts HfN in the top 50% of benchmarked housing providers;
 The benchmark median score was 81%;
 HfN’s 2014 (81%) result is not significantly different to that from 2009
(83%).
2.13. The chart below shows Blyth Valley tenants’ satisfaction with the way HfN listens
to their views:
2.14. In summary:
 73% of respondents were satisfied with the way their views were listened
to by HfN;
 This puts HfN in the top 25% of benchmarked housing providers;
 The benchmark median score was 68%;
 HfN’s 2014 (73%) result is significantly better than that from 2009 (63%).
Next Steps
2.15. Overall, the results of the survey are very positive. In particular, the overall
satisfaction (including Blyth and Alnwick) with the services provided by HfN is up
from 79% in 2009 to 88% in 2014. This puts HfN in the top 50% of benchmarked
providers. However, the detail in the survey has highlighted areas in which we
Board: Blyth Area Board – 23 April 2014
Item No: 8.3
Report Title: Tenant Satisfaction Survey – Summary of Blyth Valley Results
Report by: Paul Harrison, Director of Corporate Services
need to improve performance. As reported above, these include repairs and
maintenance in the Blyth Valley Area where HfN is in the bottom 50% of
providers. HfN’s Customer Insight Team will use the detail in the report to drill
down into areas of underperformance to identify specific concerns that can be
remedied in order to improve satisfaction for the next survey which is due to be
conducted in two years’ time.
3.
3.1.
CONCLUSION
Members are requested to note and discuss the report.
APPENDIX A – How to Read the Survey Results
Number of tenants
answering this question
– this is the base
number for calculating
percentages
Aggregate
percentage either
fairly or very
satisfied in 2014
survey
Aggregate
percentage of
2014 respondents
who are either
fairly or very
satisfied
Percentage
response in each
response
category
This upward-pointing
triangle indicates that the
2014 result is significantly
better than the 2009 result
The error margin
represents the
amount by which
the result could
vary due to chance:
in this case, the
error margin
indicates that the
true 2014 result
could actually lie at
any point between
86.8% and 89.2%
87% is the median
result for all of the
benchmarked
housing providers.
This means that
half of the
businesses in the
benchmarked
group scored over
87% and half lower
than 87%.
Benchmark results
from other housing
providers are
ranked into four
categories referred
to as quartiles.
nd
This result (2 ) for
HfN would fall into
the second quartile
(first is best)
meaning that HfN’s
result is worse than
the top 25% of
providers but better
than the bottom
50%.

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