Pendleton Housing
Customer Satisfaction Survey 2014
Rachel Allen
Samantha Guymer
Introduction and sampling
• Questionnaire same as 2013 survey
• 1221 Questionnaires were sent out (1228 in 2013)
• Reminders sent multiple times to encourage response rate
351 questionnaires returned
o
Sufficiently large sample to minimise sampling errors
o
Response rate – 28.7% (23.4% in 2013)
Compared to last customer survey throughout
2
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Customer requirements
Customers were asked to score how satisfied
they were with the following requirements:
o
Service provided by Pendleton Housing
o
Overall quality of your home
o
Neighbourhood as a place to live
o
Rent provides value for money
o
Service charges provide value for money
o
Pendleton Together listens to your views
and acts upon them
o
The way Pendleton Together deals with
repairs and maintenance
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Who completed the questionnaire:
351 responses in total
Please note: 87 responses weren’t provided with a house or block
House – 67 responses
Block – 197 responses
0%
5%
10%
Plane Court (26)
13.2%
Thorn Court (26)
13.2%
Lombardy Court (16)
8.1%
Malus Court (16)
8.1%
Salix Court (16)
8.1%
South Clarenden (16)
8.1%
Woolpack Green (3)
1.5%
15%
20%
10.4%
CHURCH GREEN (6)
9.0%
LIVERPOOL STREET (6)
9.0%
PORT SODERICK AVENUE (6)
9.0%
7.5%
MAPLE CLOSE (4)
6.0%
TURNPIKE GREEN (4)
6.0%
4.5%
2014
CAVELL WAY (3)
2013
BRADDEN CLOSE (2)
3.0%
2014
FORTRAN CLOSE (2)
3.0%
2013
PETERHEAD WALK (2)
3.0%
TOWYN AVENUE (2)
3.0%
TUNBRIDGE SQUARE (2)
3.0%
4
25%
16.4%
LINDINIS AVENUE (5)
3.6%
1.5%
10%
EWART AVENUE (7)
4.1%
Pendleton Green (3)
5%
GRAYTHORPE WALK (11)
8.6%
Holm Court (17)
Hornbeam Court (7)
0%
25%
9.1%
Beech Court (18)
Whitebeam Court (8)
20%
12.7%
Spruce Court (25)
4
15%
ARBOUR CLOSE (1)
1.5%
BALA CLOSE (1)
1.5%
DENBIGH PLACE (1)
1.5%
SALTERGATE MEWS (1)
1.5%
SEDAN CLOSE (1)
1.5%
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Satisfaction
% Very and Fairly Satisfied
50%
60%
70%
80%
90%
100%
91.6%
Service provided by Pendleton Together
90.3%
The way Pendleton Together deals with repairs and
maintenance
86.7%
Overall quality of your home
86.2%
Neighbourhood as a place to live
82.4%
Pendleton Together listens to your views and acts upon
them
78.2%
Rent provides value for money
2014
2013
75.1%
Service charges provide value for money
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% Very and Fairly Dissatisfied
0%
10%
20%
30%
40%
11.4%
Service charges provide value for money
10.6%
Rent provides value for money
8.6%
Overall quality of your home
7.0%
Pendleton Together listens to your views and acts upon them
2014
2013
Neighbourhood as a place to live
The way Pendleton Together deals with repairs and
maintenance
Service provided by Pendleton Together
7
5.7%
5.0%
3.6%
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Spread of scores
(excluding don’t know/no opinion and not answered)
0%
20%
Service provided by Pendleton Together
80%
42.2%
48.3%
Rent provides value for money
37.8%
36.9%
Service charges provide value for money
41.4%
35.0%
Pendleton Together listens to your views and acts upon
them
40.1%
49.5%
The way Pendleton Together deals with repairs and
maintenance
32.9%
66.6%
Fairly satisfied
8
100%
33.1%
44.5%
Neighbourhood as a place to live
8
60%
58.5%
Overall quality of your home
Very satisfied
40%
Neither
23.8%
Fairly dissatisfied
Very dissatisfied
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Spread of scores
(including don’t know/no opinion and not answered)
0%
20%
Service provided by Pendleton Together
34.8%
Service charges provide value for money
9
Neither
36.2%
44.2%
The way Pendleton Together deals with repairs and
maintenance
29.3%
60.7%
Fairly dissatisfied
9
35.9%
39.0%
31.6%
Pendleton Together listens to your views and acts upon
them
100%
40.7%
45.9%
Rent provides value for money
80%
31.6%
43.0%
Neighbourhood as a place to live
Fairly satisfied
60%
55.8%
Overall quality of your home
Very satisfied
40%
Very dissatisfied
21.7%
Don't know/No opinion
Not answered
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Satisfaction by house and block
(Taking everything into account, how satisfied or dissatisfied are you with the service provided by
Pendleton Together ?)
(% Very & fairly satisfied, excluding don’t know/no opinion and not answered)
Block
House
50%
60%
70%
80%
90%
Beech Court (18)
100.0%
Holm Court (17)
100.0%
Lombardy Court (16)
100.0%
Pendleton Green (3)
100.0%
South Clarenden (16)
100.0%
Woolpack Green (3)
100.0%
Salix Court (16)
87.5%
Thorn Court (26)
87.5%
85.7%
Hornbeam Court (7)
84.6%
Plane Court (26)
83.3%
Spruce Court (25)
Malus Court (16)
Whitebeam Court (8)
25%
100%
81.3%
50%
100.0%
BALA CLOSE (1)
100.0%
BRADDEN CLOSE (2)
100.0%
CAVELL WAY (3)
100.0%
DENBIGH PLACE (1)
100.0%
EWART AVENUE (7)
100.0%
FORTRAN CLOSE (2)
100.0%
GRAYTHORPE WALK (11)
100.0%
PETERHEAD WALK (2)
100.0%
PORT SODERICK AVENUE (6)
100.0%
SALTERGATE MEWS (1)
100.0%
SEDAN CLOSE (1)
100.0%
TOWYN AVENUE (2)
100.0%
TUNBRIDGE SQUARE (2)
100.0%
TURNPIKE GREEN (4)
100.0%
CHURCH GREEN (6)
83.3%
LIVERPOOL STREET (6)
83.3%
80.0%
LINDINIS AVENUE (5)
75.0%
75.0%
MAPLE CLOSE (4)
10
100%
ARBOUR CLOSE (1)
2014
10
75%
2013
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Satisfaction by Age – 25 and under
50%
60%
70%
80%
Overall quality of your home
94.4%
Neighbourhood as a place to live
94.1%
Service provided by Pendleton Together
88.9%
The way Pendleton Together deals with repairs and
maintenance
88.9%
Pendleton Together listens to your views and acts upon
them
100%
83.3%
Rent provides value for money
77.8%
Service charges provide value for money
11
90%
75.0%
11
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Satisfaction by Age – 26 to 35 years old
50%
60%
70%
80%
90%
Service provided by Pendleton Together
93.3%
Overall quality of your home
90.3%
The way Pendleton Together deals with repairs and
maintenance
89.7%
Pendleton Together listens to your views and acts upon
them
85.2%
Service charges provide value for money
84.0%
Neighbourhood as a place to live
77.4%
Rent provides value for money
12
100%
64.3%
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Satisfaction by Age – 36 to 45 years old
50%
60%
70%
80%
Overall quality of your home
100%
92.0%
Service provided by Pendleton Together
87.5%
Pendleton Together listens to your views and acts upon
them
87.5%
Neighbourhood as a place to live
84.0%
The way Pendleton Together deals with repairs and
maintenance
83.3%
Rent provides value for money
71.4%
Service charges provide value for money
13
90%
65.2%
13
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Satisfaction by Age – 46 to 55 years old
50%
60%
70%
80%
Service provided by Pendleton Together
100%
89.2%
Neighbourhood as a place to live
85.3%
The way Pendleton Together deals with repairs and
maintenance
84.4%
Pendleton Together listens to your views and acts upon
them
83.8%
Rent provides value for money
81.1%
Service charges provide value for money
74.3%
Overall quality of your home
14
90%
73.0%
14
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Satisfaction by Age – 56 to 65 years old
50%
60%
70%
80%
Overall quality of your home
100%
88.2%
The way Pendleton Together deals with repairs and
maintenance
85.1%
Service provided by Pendleton Together
82.6%
Neighbourhood as a place to live
79.6%
Rent provides value for money
76.5%
Pendleton Together listens to your views and acts upon
them
72.7%
Service charges provide value for money
15
90%
68.8%
15
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Satisfaction by Age – 66 to 75 years old
50%
60%
70%
80%
90%
The way Pendleton Together deals with repairs and
maintenance
98.0%
Service provided by Pendleton Together
94.1%
Overall quality of your home
91.7%
Neighbourhood as a place to live
88.2%
Rent provides value for money
86.3%
Service charges provide value for money
80.9%
Pendleton Together listens to your views and acts upon
them
16
100%
79.2%
16
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Satisfaction by Age – Over 75 years old
50%
60%
70%
80%
90%
Service provided by Pendleton Together
100.0%
The way Pendleton Together deals with repairs and
maintenance
97.2%
overall quality of your home
92.7%
Rent provides value for money
89.7%
Service charges provide value for money
86.8%
Neighbourhood as a place to live
85.4%
Pendleton Together listens to your views and acts upon
them
17
100%
84.8%
17
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Satisfaction by Age
Overall (350)
25 and under (18)
Service provided by Pendleton Together
26 to 35 (31)
36 to 45 (25)
46 to 55 (39)
The way Pendleton Together deals with repairs and maintenance
56 to 65 (51)
66 to 75 (52)
Over 75 (42)
Overall quality of your home
Neighbourhood as a place to live
Pendleton Together listens to your views and acts upon them
Rent provides value for money
Service charges provide value for money
50%
18
60%
18
70%
80%
90%
100%
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Satisfaction by Gender
Sorted in descending gap order
50%
60%
70%
80%
90%
89.7%
Service provided by Pendleton Together
94.7%
79.4%
Pendleton Together listens to your views and acts upon
them
83.3%
84.0%
Neighbourhood as a place to live
87.6%
Male
74.2%
Service charges provide value for money
Female
77.5%
88.8%
The way Pendleton Together deals with repairs and
maintenance
91.2%
86.0%
Overall quality of your home
87.9%
79.0%
Rent provides value for money
19
100%
77.2%
19
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Satisfaction by Disability
Does anyone in your household have any long term illness, health problems or disability which limits their daily activities or the work they can
do?
Overall (351)
Rent provides value for money
Yes (166)
No (144)
Neighbourhood as a place to live
Service provided by Pendleton Together
Overall quality of your home
Pendleton Together listens to your views and acts upon them
The way Pendleton Together deals with repairs and maintenance
Service charges provide value for money
60%
20
70%
20
80%
90%
100%
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Importance
Importance ratings - % very & fairly important
How important are the following requirements to you?
Sorted in descending importance order
0%
10%
20%
30%
40%
60%
More local employment
62.2%
Energy Saving
61.4%
Recycling (waste)
70%
80%
57.7%
Recycling (furniture)
52.3%
Recycling (clothes)
48.0%
Getting involved
45.6%
Encouraging walking and cycling
40.3%
Allotments
39.7%
Communal composting
34.8%
Car sharing
22
50%
28.4%
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Importance ratings by Age
% very & fairly important
Overall (351)
More local employment
25 and under (18)
26 to 35 (31)
Energy Saving
36 to 45 (25)
46 to 55 (39)
56 to 65 (51)
Recycling (waste)
66 to 75 (52)
Over 75 (42)
Recycling (furniture)
Recycling (clothes)
Getting involved
Encouraging walking and cycling
Allotments
Communal composting
Car sharing
0%
23
10%
20%
30%
40%
23
50%
60%
70%
80%
90%
100%
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Demographics
How long have you been living in your
current home?
0%
10%
20%
30%
40%
50%
11.7%
Under 6 months (41)
6.3%
6 months - 1 year (22)
8.5%
1 - 2 years (30)
11.7%
3 - 5 years (41)
2014
14.2%
6 - 10 years (50)
2013
23.6%
11 - 20 years (83)
17.9%
21+ years (63)
Don't know / can't remember (3)
Not answered (18)
25
0.9%
5.1%
25
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Household Composition
0%
10%
20%
12.3%
Two adults at least one over 60 (43)
8.8%
Two adults both under 60 (31)
8.3%
One adult unknown age (29)
Three or more adults, 16 or over (6) (4)
Two parent family with child/ren (at least one under 16) (3)
50%
23.9%
One adult under 60 (84)
Two adults unknown age (5)
40%
24.8%
One adult aged 60 or over (87)
One parent family with child/ren (at least one under 16) (7)
30%
2.0%
1.4%
1.1%
0.9%
16.5%
Not answered (58)
NB: The responses to the household questions have been coded up into the above categories. These asked to outline the number of members of the
household, and their ages and genders.
26
26
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Ethnicity & Gender
Ethnicity – Partner/Spouse
Ethnicity - Tenant
0%
20%
40%
60%
80%
White: Other white background (15)
4.3%
1.1%
Mixed: White & Black African (3)
0.9%
Mixed: White & Asian (1)
0.3%
Asian or Asian British: Pakistani (2)
0.6%
2014
Black or Black British: Black… 0.3%
2013
White: Irish (6)
1.7%
White: Other white background (2)
0.6%
Mixed: White & Black Caribbean (1)
0.3%
Mixed: White & Asian (1)
0.3%
Asian or Asian British: Pakistani (1)
0.3%
Asian or Asian British: India (0)
0.0%
2.0%
Other (3)
0.9%
Not applicable (2)
0.6%
8.0%
0.0%
20%
40%
60%
80%
0%
Male (25)
Female (39)
39.3%
Female (138)
Not Applicable (7)
Not answered (31)
8.8%
2013
77.8%
Gender – Partner/Spouse
100%
51.9%
Male (182)
100%
2014
Not answered (273)
Gender - Tenant
0%
80%
2.8%
0.6%
Asian or Asian British: Indian (0)
60%
Black or Black British: Black … 0.3%
Black or Black British: Africa (10)
Not answered (28)
40%
14.5%
Other ( cross and write in the box)… 2.0%
Prefer not to say (2)
27
20%
White: British (51)
6.3%
Mixed: White & Black Caribbean (4)
Black or Black British: Africa (7)
0%
73.8%
White: British (259)
White: Irish (22)
100%
2014
2013
Not answered (280)
27
20%
40%
60%
80% 100%
7.1%
11.1%
2.0%
2014
2013
79.8%
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Disability and Home Adaption
Does anyone in your household have any long term illness, health
problems or disability which limits their daily activities or the work they
can do?
No
answer
(45)
12.8%
No (144)
41.0%
If these involve disability/health issues, how would
you describe them?
0%
In 2013 56.4% had
health problems/
disability
Mobility/frail (59)
Yes (166)
47.3%
Deaf/partially deaf (35)
Has your home been adapted to meet the needs of anyone
in your household?
In 2013 21.6% had
their home
Yes (88)
adapted
Wheelchair user (29)
Learning disability (13)
Difficulty reading/writing (13)
No (231)
65.8%
28
Other (25)
28
60%
80% 100%
16.8%
10.0%
8.3%
2014
2013
Blind/partially sighted (19)
25.1%
40%
27.4%
Physical disability (96)
Mental disability (29)
No
answer
(32)
9.1%
20%
8.3%
5.4%
3.7%
3.7%
7.1%
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Sexual orientation & Religion
Religion
Sexual orientation
0%
20%
40%
Any other religion (3)
0%
100%
20%
Judaism (1)
Rastafarianism (0)
29
60%
80% 100%
78.3%
28.5%
8.4%
Prefer not to say (32)
10.1%
1.9%
Gay man (26)
0.9%
8.2%
2014
Buddhism (1)
40%
Heterosexual (Straight) (249)
None (92)
Islam (6)
80%
59.8%
Christianity (all
denominations) (193)
Prefer not to say (27)
60%
0.3%
2014
2013
Gay woman (7)
2.2%
2013
0.3%
Bisexual (likes men & women)
(4)
0.0%
29
1.3%
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Comments
Is there anything else you would like to tell
us?
The comments made have been coded into common themes and the chart below shows the frequencies of
mentions, out of the total number of comments made (115 comments)
Many comments covered more than one theme and so may count towards one or more themes
0%
5%
10%
15%
12.6%
10.4%
Satisfied with workmen/repairs/ repsonse (17)
Repairs/ workmen not completed/satisfactory (14)
9.6%
Request & time waiting for a repair (13)
5.2%
Poor communal areas (7)
Poor security/answering door buzzers (6)
4.4%
Poor/antisocial behaviour of others (6)
4.4%
Improve communication in general (6)
4.4%
3.7%
Improve access to car park/to flats as have mobility scooter (5)
Improvement in service since Pendleton Together took over (4)
3.0%
Issues with rent/tenancy agreements/bedroom tax (4)
3.0%
2.2%
Listen to tenants (3)
31
Improve communication about up coming regeneration/refurbishments (2)
1.5%
Decline in service since Pendleton Together took over (2)
1.5%
Poor value for money (1)
0.7%
Dissatisfied generally (1)
0.7%
Good communal areas (0)
0.0%
Assisted refuse collection not happening (0)
0.0%
31
25%
22.2%
Satisfied generally (30)
Other (14)
20%
10.4%
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Priorities for Improvement (PFIs)
Communication
•Some customers feel they have been promised
communication but this has not been followed up.
Outside areas
•Some customers would like improvements made to
outside areas to improve cleanliness and security.
Improvements
32
•Opinion over improvements is mixed. Some customers
would like to understand what is happening and when
as they feel information is lacking.
32
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Positively…
33
Improvements
in nearly all
areas
•Improvements in % Very and Fairly Satisfied for all questions
but one (‘Rent provides value for money’.
Total
satisfaction in
some locations
•Some blocks/houses report 100% satisfaction.
Customers give
compliments
•When asked ‘is there anything else you would like to add?’
many customers gave really positive feedback.
33
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The next steps
Feedback
Action plan
& targets
• Employees (reports/presentations)
• Customers (thank you letter/feedback leaflet)
• Short term
• Long term
• Monitor action plan / ongoing feedback
• Re-measure to check progress
Re-measure
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Data Tables
Data Tables - Satisfaction
Very satisfied
Fairly satisfied
Neither
Fairly dissatisfied
Very dissatisfied
Service provided by
Pendleton Together
58.5%
33.1%
4.8%
1.8%
1.8%
Overall quality of your
home
44.5%
42.2%
4.7%
5.9%
2.7%
Neighbourhood as a
place to live
48.3%
37.8%
8.1%
3.9%
1.8%
Rent provides value for
money
36.9%
41.4%
11.2%
7.9%
2.7%
Service charges provide
value for money
35.0%
40.1%
13.6%
6.9%
4.4%
Pendleton Together
listens to your views and
acts upon them
49.5%
32.9%
10.5%
3.5%
3.5%
The way Pendleton
Together deals with
repairs and
maintenance
66.6%
23.8%
4.7%
3.8%
1.3%
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Data Tables - Importance
Very unimportant
Fairly unimportant
Neither
Fairly important
Very important
Recycling (waste)
21.5%
11.7%
9.1%
25.1%
32.6%
Energy Saving
26.4%
6.9%
5.3%
12.9%
48.5%
Communal composting
16.6%
19.8%
28.9%
18.6%
16.2%
Recycling (clothes)
15.8%
17.6%
18.6%
26.2%
21.9%
Recycling (furniture)
15.2%
17.7%
14.8%
24.9%
27.4%
Encouraging walking and
cycling
15.8%
22.9%
20.9%
22.1%
18.2%
Allotments
13.5%
16.5%
30.4%
23.2%
16.5%
More local employment
17.8%
8.7%
11.3%
15.6%
46.5%
Getting involved
17.2%
14.4%
22.8%
25.6%
20.0%
Car sharing
20.2%
16.8%
34.6%
13.9%
14.4%
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