Housing Partners Research

into Tenant Perceptions David Clayton, Head of Partner

Innovation

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Introducing Housing Partners

Housing Partners software supports over

700 social housing providers and local

authorities empower their tenants,

increase organisational productivity,

reduce risk and manage costs.

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The Big Tenant Survey

Delivered with the Centre for Regional

Economic and Social Research at

Sheffield Hallam University.

The survey was conducted on line with

tenants active on ‘HomeSwapper’ and

distributed via social media and Landlords

across the UK.

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The Big Tenant Survey

Around 20,000 responses were gathered

from the survey.

The questionnaire covered a range of

topics including:

Socio-demographic information

Housing tenure

Landlord, home and area perceptions

Income and economic activity

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The Respondents

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Male38%

Female62%

Gender Under 25

years4%

25-34 years23%

35-44 years16%

45-54 years21%

55-64 years23%

65+ years13%

Age profile

The Respondents

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Couple20%

Couple with

dep.s25%

Lone parent20%

Single person

32%

Other multi

person3%

Household

composition

White British/

Irish88%

White other3%

Asian2%

Black5%

Other2%

Ethnicity

The Respondents

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Northern Ireland, 0%

North East, 1%

Scotland, 4%

Yorkshire & the Humber,5%

Wales, 6%

North West, 7%

East of England, 7%

East Midlands, 9%

West Midlands, 10%

South West, 12%

London, 18%

South East, 20%

Region

The Respondents

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Working/ Non-

Working

Full HB28%

Partial HB28%

Not on HB44%

Housing

Benefit

51%

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House41%

Bungalow10%

Flat43%

Maisonette5%

Other1%

Property Type

Key Findings – Satisfaction with

Landlord & Area 60% of tenants were satisfied with the service

provided by their landlord; up from 44% last year.

Satisfaction with landlord services varied considerably by factors such as age - younger people less satisfied.

A slightly higher proportion of tenants were 'Detractors' of their landlord than were 'Promotors‘.

Being satisfied that their landlord listens to their views and acts upon them had the largest influence on the likelihood of a tenant being a 'Promotor’.

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What is Net Promoter? The Net Promoter Score measures the willingness of tenants to

recommend their landlord to others. It is an index ranging from -100 to 100 that is computed by subtracting the percentage of tenants who are 'Detractors' from the percentage who are 'Promotors'. A positive score - greater than zero - is said to be good, and an NPS of over 50 is excellent.

NPS Examples:

RyanAir: - 61

HSBC: -42

O2: -14

US Airways - 8

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Amazon: 76 Apple: 69 First Direct: 61 Kindle: 59

Top Bottom

Net Promoter

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Main reason for being a Detractor

Other, 23%

Rent charged, 6%

Problems with landlord

services, 6%

Lack of help/support

with health/care needs, 6%

Poor quality of the properties,

9%

The behaviour of other tenants,

12%

Too few opportunities to

move house, 12%

Problems with repairs and

maintenance, 26%

Detractors, 40% Neutral, 25% Promotors, 35%

Net Promoter Score by age

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Under 25 years, -17

25-34 years, -15

35-44 years, -16

45-54 years, -5

55-64 years, 3

65+ years, 15

Net Promoter Score by region

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Northern Ireland, -37

London, -29

South East, -10

East of England, -3

Scotland, -3

East Midlands, -2

South West, 1

West Midlands, 1

Yorkshire & the Humber, 5

North West, 7

Wales, 16

North East, 29

Satisfaction Questions

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73%

Accommodation

62%

Area as place to live

60%

Landlord service

60%

Rent provided VFM

42%

Landlord listens and acts

45%

Affordable to heat home in winter

Mobility

Around half of tenants were actively trying to move but only 41% want to move.

The most commonly cited reasons for wanting to move (or moving) were neighbourhood or accommodation based.

Only a small proportion cited welfare reforms as a reason why they had or were actively trying to move.

Only 16% of tenants actively trying to move would consider a move into the PRS.

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Reasons for last move

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Previous accommodation

was in poor condition, 11%

Wanted a smaller

house/flat, 12%

Other family/personal reasons, 14%

To be nearer to friends or

relatives, 16%

Problems with neighbours, 17%

Previous accommodation was unsuitable,

24%

Wanted a larger house/flat, 24%

To move to a better area, 25%

2 per cent moved due to RSRS (Bedroom Tax)

Mobility aspirations

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52%

Actively trying to move from their current home

41%

Want to move from their current home

Current accommodation

is unsuitable, 23%

Problems with neighbours, 25%

To be nearer to friends or

relatives, 27%

To move to a better area, 34%

Want a larger house/flat, 38%

Reasons for wanting to move

Mobility options

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Yes: social rented only69%

Yes: social or private rented16%

Yes: private rented only0%

No15%

Would you consider changing landlord?

71% 24% 21%

Home Swap Waiting list Transfer list

15% 7% 20%

Stay put Move to PRS Not spoken to landlord

Housing option offered by landlord

Financial Circumstances

The financial circumstances of many tenants are precarious; just under half 'often' ran out of money in the last 12 months.

7% were in arrears; however this varied dramatically by age, with the percentage reducing as age increased.

31% of tenants had difficulties paying their rent in the last year.

Reduction in or problem with benefits was the most prominent reason.

When they experienced problems over a quarter could not mange to make ends meet.

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In rent arrears

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7%

Not up to date with rent

Under 25 years, 14%

25-34 years, 10%

35-44 years, 9%

45-54 years, 8%

55-64 years, 5%

65+ years, 2%

In rent arrears by age band

Difficulties paying rent in the past

year

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31%

Difficulties paying rent in the past year

Reduction with benefits: • 11% HB delays • 11% Bedroom tax • 9% other benefit reduction • 5% sanctioned

Other difficulties, 21%

Other debts or responsibilities,

28%

Domestic problems, 6%

Unexpected council tax or

utility bills, 22%

Working fewer hours, 25%

Increase in the rent, 26%

Illness, 26%

Unemployment, 27%

Reduction/ problems with benefits, 33%

Difficulties experienced

How tenants make ends meet

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Didn’t make ends meet, 28%

Got a job/worked more

hours, 10%

Claimed benefits, 11%

Took out loan, 12%

Family/friends gave money to help out, 16%

Used credit card or overdraft,

20%

Borrowed from family/friends,

39%

Cut back on spending, 54%

How often did you run out of money

in the last 12 months

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49%

Often run out of money

Right to Buy & other issues

A third of HA tenants in England stated it was likely that they would take up the opportunity to buy their home.

However for many of these tenants further analysis suggests this was unrealistic based on their current circumstances.

Tenants overall had a commitment to the sector and don't buy into dominant narratives about the sector.

Respondents were firmly of the view that social housing was better than the PRS (Private Rented Sector).

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Right to Buy

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HA tenants: How likely would you be to take up this opportunity to buy your current home?

'Very' or 'fairly' likely:

33%

Right to Buy – unrealistic expectations?

Of the 33 per cent who said they were likely to take up opportunity:

71% in workless households

61% had a household income less than c£21k per year

41% on HB

22% aged 55+ years

7% in rent arrears

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View of Social Housing

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35%13%

Social housing provides good quality housing

Social housing provides poor

quality housing

5%64%

Social housing worse than private rented housing

Social housing better than private

rented housing

24%17%

Social housing worse than home ownership

Social housing better than home

ownership

Views on Social Housing

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39%12%

Social housing landlords should not sell off their properties in expensive areas

Social housing landlords should

sell off their properties in

expensive areas

3%62%

Social housing provides a bad home

Social housing provides a good

home

13%35%

Social housing does not provide opportunities to buy a home

Social housing provides provides

opportunities to buy a home

View on Social Housing

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32%30%

Social housing should be available to all

Social housing should be a

safety net only available to those

in housing need

42%10%

Social housing makes work viable

Social housing provides a

disincentive to work

33%12%

Social housing does not make tenants dependent on help with housing

Social housing makes tenants dependent on

help with housing

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Our Modular Approach

HomeSwapper Reduce void cost by empowering tenants to swap their homes.

Tenant Insight Interrogate and visualise your housing management data in one central, secure location.

Income Sustainability Protect your income, reduce risk and prevent rental arrears.

Neighbourhood sustainability Ensure the right people are in the right properties to create sustainable tenancies.

Fraud Efficiently target and investigate potential fraud cases.

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David Clayton: davidclayton@housingpartners.co.uk

Thank you

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