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Newlon Housing Trust: Customer Satisfaction Surveys 2014/15

Newlon Housing Trust: Customer Satisfaction Surveys 2014/15. Q1-3. Contents. Methodology Customer Satisfaction survey - Summary of key results - What drives overall satisfaction Repairs survey - Summary of key results Conclusions. Methodology.

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Newlon Housing Trust: Customer Satisfaction Surveys 2014/15

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  1. Newlon Housing Trust: Customer Satisfaction Surveys 2014/15 Q1-3

  2. Contents • Methodology • Customer Satisfaction survey - Summary of key results - What drives overall satisfaction • Repairs survey - Summary of key results • Conclusions

  3. Methodology • Research programme consists of two telephone surveys: Customer Satisfaction, and Responsive Repairs. • Fieldwork takes place on a quarterly basis, with 250 Customer Satisfaction, and 200 Repairs interviews completed each quarter. • For the Customer Satisfaction survey we interview a sample of tenants with targets set by tenure type, while for the Repairs survey we interview tenants who have had a repair completed in the last 3 months. • To ensure the results are representative of Newlon’s overall stock, the Customer Satisfaction data is weighted by tenure type (General Needs, Leaseholder, Intermediate rents) and no. of bedrooms (1, 2, 3, 4+). The Repairs data is also weighted by no. of bedrooms, as well as by contractor (Breyer, BSW Heating, R W Porter Electrical, and others). • Interviewing for Q1 took place Jan- Feb 2014, Q2 interviewing in May 2014, and Q3 in Aug 2014

  4. Customer Satisfaction Survey

  5. Satisfaction with overall service Overall Service Satisfaction - Q1-3 Overall Service Satisfaction – by wave BMG London benchmark: 67% HouseMark London average: 77% 9% Base: Q1-3 (757) Bases as shown

  6. Repairs and maintenance Satisfaction with repairs and maintenance - by wave Satisfaction with repairs and maintenance – Q1-3 BMG London benchmark: 62% 30% 10% 12% Base: Q1-3 (757) Bases as shown

  7. Overall satisfaction with home/listening to customers Satisfaction with condition of home - Q1-3 Satisfaction Newlon listens to views and acts upon them – Q1-3 BMG London benchmark: 73% 33% BMG London benchmark: 55% 22% 40% 8% 19% 10% 12% 8% 13% 73% 24% 18% Base: Q1-3 (757)

  8. Satisfaction with rent/service charge as value for money Satisfaction with rent as value for money - Q1-3 Satisfaction with service charge as value for money – Q1-3 BMG London benchmark: 65% 37% 12% 19% Base: Q1-3 (757) Base: Q1-3 (571)

  9. Satisfaction by area Significantly lower than Haringey (95% confidence level)

  10. Contact in last 12 months Contact with Newlon in last 12 months - Q1-3 Reason for contact - Q1-3 Q3: 62% GN: 63% Leaseholders / shared owners: 68% IR: 77% Q3: 74% GN: 81% Leaseholders / shared owners: 66% IR: 84% Base: Q1-3 (757): GN (515), Leaseholders / shared owners (163), IR (79) Base: Q1-3 (497): GN (326), Leaseholders / shared owners (110), IR (61)

  11. Customer satisfaction with query handling Base: Q1-3 (497)

  12. What drives service satisfaction? Source: STAR benchmarking service: Analysis of findings 2012/13, HouseMark March 2014

  13. Responsive Repairs Survey

  14. Rating of different aspects of the repair service Satisfaction by wave Base: Q1-3 (602) Significantly different to Q3 (95% confidence level)

  15. Appointment making and keeping Appointment convenient – Q1-3 Appointment kept – Q1-3 2013 STAR: 79% Q3: 83% Q3: 85% Base: Q1-3 (602): Breyer (289), BSW (138), R W Porter (69), Others (106) Significantly different to RW Porter (95% confidence level)

  16. Repair completed ‘right first time’? Repair completed ‘right first time’ – Q1-3 Q3: 70% Base: Q1-3 (602): Breyer (289), BSW (138), R W Porter (69), Others (106) Significantly different to RW Porter (95% confidence level)

  17. Conclusions

  18. Conclusions • Key results for the Customer Satisfaction survey have remained in line with Q2, with scores remaining below what we have seen from other London organisations • There are significant differences in satisfaction by ward, with Haringey significantly outperforming the other wards where we can make a comparison (Tower Hamlets, Hackney, Islington) • However, Repairs scores have improved from Q1, which indicates an upward trend in performance over time (especially when the results of the 2013 STAR survey are taken into account) • Although they do not receive a repairs service, most contact from leaseholders and shared owners relates to repairs • There may be scope in future waves to look at what repairs leaseholders/shared owners are enquiring about • Given the strong relationship between repairs and overall service satisfaction, we would expect the gains made in repairs to lead to increases in overall service satisfaction over time • There may also be scope in future waves to look at the views of those who are still waiting to have a repair done

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