Slide 1

Newlon Housing Trust: Customer Satisfaction

Surveys 2014/15Q1-3

Slide 2

Contents

• Methodology• Customer Satisfaction survey

- Summary of key results

- What drives overall satisfaction

• Repairs survey

- Summary of key results

• Conclusions

Slide 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

Slide 4

Customer Satisfaction Survey

Slide 5

Satisfaction with overall service

Very satisfied

Fairly satisfied

Neither

Fairly dissatisfied

Very dissatisfied

Satisfied

Dissatisfied

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

22%

37%

16%

11%

14%

59%

25%

31%

37%

12%

10%

67%

19%

Overall Service Satisfaction - Q1-3

Base: Q1-3 (757)

BMG London benchmark: 67%

HouseMark London average: 77%

Bases as shown

Overall Service Satisfaction – by wave

Q1 (257) Q2 (250) Q3 (250)0%

10%

20%

30%

40%

50%

60%

70%

59% 59% 58%

9%

Slide 6

Repairs and maintenance

Very satisfied

Fairly satisfied

Neither

Fairly dissatisfied

Very dissatisfied

Satisfied

Dissatisfied

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

18%

26%

13%

17%

25%

45%

42%

32%

15%

62%

27%

Base: Q1-3 (757) Bases as shown

Satisfaction with repairs and maintenance – Q1-3

BMG London benchmark: 62%

Satisfaction with repairs and maintenance - by wave

Q1 (257) Q2 (250) Q3 (250)0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%47%

44% 43%

30%

10%

12%

Slide 7

Overall satisfaction with home/listening to customers

Very satisfied

Fairly satisfied

Neither

Fairly dissatisfied

Very dissatisfied

Satisfied

Dissatisfied

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

25%

40%

10%

12%

13%

64%

26%

Satisfaction with condition of home - Q1-3

Base: Q1-3 (757)

BMG London benchmark: 73%

33%

40%

8%

10%

8%

73%

18%

Very satisfied

Fairly satisfied

Neither

Fairly dissatisfied

Very dissatisfied

Satisfied

Dissatisfied

0%10%

20%30%

40%50%

60%70%

80%90%

100%

17%

28%

22%

14%

19%

45%

32%

33%

55%

Satisfaction Newlon listens to views and acts upon them – Q1-3

BMG London benchmark: 55%

22%

19%

12%

13%

24%

Slide 8

Satisfaction with rent/service charge as value for money

Very satisfied

Fairly satisfied

Neither

Fairly dissatisfied

Very dissatisfied

Satisfied

Dissatisfied

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

24%

35%

21%

11%

9%

59%

20%

28%

11%

8%

65%

Satisfaction with rent as value for money - Q1-3

BMG London benchmark: 65%

Base: Q1-3 (757)

37%

12%

19%

Very satisfied

Fairly satisfied

Neither

Fairly dissatisfied

Very dissatisfied

Not applicable

Satisfied

Dissatisfied

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

11%

28%

18%

19%

22%

2%

39%

41%

Satisfaction with service charge as value for money – Q1-3

Base: Q1-3 (571)

Slide 9

Satisfaction by area

Total Hackney Tower Hamlets

Haringey Islington

Overall service

59 52 50 72 62

Condition of home

64 53 57 84 69

VFM – service charge

39 44 28 46 37

VFM - rent 59 53 50 71 61

Repairs & maintenance

45 45 34 52 43

Listens & acts

45 37 42 56 50

Significantly lower than Haringey (95% confidence level)

Slide 11

Contact in last 12 months

A Repair

Something else

Cant remember

0% 10% 20% 30% 40% 50% 60% 70% 80% 90%100%

78%

22%66%

34%

Yes No

Contact with Newlon in last 12 months - Q1-3

Reason for contact - Q1-3

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)

Q3: 62%

GN: 63%

Leaseholders / shared owners: 68%

IR: 77%

Slide 12

Customer satisfaction with query handling

Ability of staff to deal with

query quickly and efficiently

15% 23% 11% 19% 32%

Very satisfied Fairly satisfied Neither

Fairly dissatisfied Very dissatisfied

Staff helpful or unhelpful

54% 22% 24%

Helpful Neither Unhelpful

Query dealt with, first

time35% 65%

Yes NoBase: Q1-3 (497)

Slide 13

What drives service satisfaction?

Source: STAR benchmarking service: Analysis of findings 2012/13, HouseMark March 2014

Slide 14

Responsive Repairs Survey

Slide 15

Rating of different aspects of the repair service

The repairs service you received on this oc-casion

Time taken before work started

The speed of completion of the work

The attitude of workers

The overall quality of work

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

79%

69%

79%

87%

81%

7%

8%

6%

8%

7%

14%

24%

15%

4%

12%

Satisfied Neither DissatisfiedBase: Q1-3 (602)

2013 Q1 Q2 Q3

71 72 82 84

68 65 70 72

69 75 80 81

82 86 90 87

74 78 84 82

Significantly different to Q3 (95% confidence level)

Satisfaction by wave

Slide 16

Appointment making and keeping

Yes

No

0%10%

20%30%

40%50%

60%70%

80%90%

100%

83%

17%

Yes

No

0%10%

20%30%

40%50%

60%70%

80%90%

100%

83%

17%

Base: Q1-3 (602): Breyer (289), BSW (138), R W Porter (69), Others (106)

Appointment convenient – Q1-3 Appointment kept – Q1-3

2013 STAR: 79%

Q3: 83%

Significantly different to RW Porter (95% confidence level)

Q3: 85%

OthersBreyerBSWR W Porter0%

10%20%30%40%50%60%70%80%90%

100%

76%84%83%85%

OthersBreyerBSWR W Porter0%

10%20%30%40%50%60%70%80%90%

100%

79%81%87%90%

Slide 17

Repair completed ‘right first time’?

Yes

No

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

66%

34%

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)

OthersBreyerBSWR W Porter0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

65%66%59%

82%

Slide 18

Conclusions

Slide 19

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