star survey - march 2012
DESCRIPTION
STAR Survey - March 2012TRANSCRIPT
STAR Survey Results 2012
helena Star Survey
In our latest Survey of Tenants and Residents (STAR), overall satisfaction with Helena reached an all-time high, with 90% of tenants satisfied with us as their landlord. An impressive 52% of tenants are very satisfied.
This year we introduced a brand new question asking tenants would they be likely to recommend Helena to a friend or family member. This question got a big thumbs-up from all of you as 90% of those asked said they would recommend us.
As well as sharing some of our other STAR scores, this document explains some of the newer initiatives we are focussing on along with examples of how we have listened and acted upon what you have told us.
2012 is a significant year for Helena as we will be celebrating our 10th birthday in July. At that time we will be making a series of local pledges that apply to the areas you live in. These pledges will build on the work we have been doing for the past few years to better understand you, our customers. We recognise that you are all individuals and we will continue to tailor our services to suit your needs as much as possible.
The survey highlighted tackling anti-social behaviour (ASB) as a key priority. Helena’s legal, anti-nuisance and neighbourhood office teams are working with residents and partner organisations to do just that – you can read more about our tough stance on ASB in Helena Headlines.
Performance is improving. Performance remains stable. Performance needs to improve.
Key
2 STAR Survey 2012
Welcome
Welcome to Helena’s Star Survey – a short document which sets out how satisfied you are with
the services we provide to you.
85% 88% 90%
100
90
80
70
60
502007 2009 2011
Overall satisfaction with Helena
90%
NEW
QUESTION
100
90
80
70
60
502007 2009 2011
Likely to recommend Helena
to friends and family
Since 2002 we have installed new kitchens, bathrooms, windows and central heating systems in a large proportion of our homes. Around a third of homes have also had a new roof fitted. Our tenants have told us to work with them to help reduce their energy costs so our focus now is to make sure that our homes are as energy efficient as possible. We will continue to replace roofs, electrical wiring and boilers and also plan to make tenants more environmentally aware by rolling out a series of ‘green’ initiatives this year and beyond.
3 STAR Survey 2012
Your Home
83% 87% 87%
100
90
80
70
60
502007 2009 2011
88% 90% 89%
100
90
80
70
60
502007 2009 2011
81% 83% 84%
100
90
80
70
60
502007 2009 2011
How satisfied you are with the
condition of your home
How satisfied you are with the
quality of your home
How satisfied you are with the way we
deal with repairs and maintenance
You said...…
‘Sometimes properties are left untidy after
maintenance work has been completed.’
We did...… ‘Tenant Liaison Officers and Community
Outreach Workers now visit every property
to ensure it is left in a good condition after
maintenance work has taken place.’
Over the past two years we have improved the way we keep people updated after they have complained about anti-social behaviour (ASB). Initial appointments are offered within five working days of the complaint being made and then the person looking after the case makes weekly contact with the complainant to keep them updated.
To make it even easier to report ASB, we’ve now launched a brand new SMS text number – 07860 022826. Just send a text message including your name, address and as much information as you can about what has happened. We will give you a call back if you we need know more.
4 STAR Survey 2012
80% 80% 83%
100
90
80
70
60
502007 2009 2011
62%
NEW
QUESTION
100
90
80
70
60
502007 2009 2011
How satisfied you are with your
neighbourhood as a place to live
How satisfied you are with how we
deal with anti-social behaviour (ASB)
You said...…
‘Fly tipping at empty properties is an issue.’
We did...… ‘Implemented a new procedure whereby
Estate Caretakers monitor empty properties
on a regular basis and undertake additional
cleaning where required.’
You said...…
‘The length of time it takes for nuisance
cases to be referred to the anti-nuisance
team (ANT) is too long.’
We did...… ‘Introduced monthly surgeries at
neighbourhood offices to provide advice
on ASB and ensure cases are referred to
ANT quicker.’
Your Neighbourhood
5 STAR Survey 2012
We want to help you.
The Government is moving ahead with its plans to make changes to the way your benefits are paid.
These changes include reduced benefits for those who have more bedrooms than the government says they need.
There could be a big impact on some tenants so we are taking action now! The photo at the top of this page was taken when we asked tenants to sign a petition against the proposed changes. We hand delivered the petition to 10 Downing Street.
At the moment we are speaking to different groups of tenants to find out how their benefits will be affected by the changes. We are taking proactive measures to help tenants to manage their income and in December 2011 rent arrears had reached an all-time low of 2.6%.
To find out more information about benefits and money matters advice please contact Helena’s Money Matters team on 01744 63 73 83.
You can also access more information on www.helenahomes.co.uk and on HHTV, available on Sky and Virgin (access instructions on page eight). HHTV viewers can simply click on the main menu, and select ‘Your Services,’ followed by ‘Money.’
Your Tenancy
81% 77% 77%
100
90
80
70
60
502007 2009 2011
How satisfied you are that the rent
you pay is good value for money
How we spend each £1
Tenant signing petition against proposed Government changes.
27p Major Repairs Expenditure
4p Depreciation such as the loss of value on our homes and other assets
19p Management costs such as staffing and offices
11p Routine Maintenance
15p Planned Maintenance
10p Interest on our loans
4p Services such as grounds maintenance, care alarms and communal areas
8p Other Social Housing Activities (neighbourhood activities, supporting people, etc)
2p Non-Social Housing Activities (Choice-based lettings, learning and development, etc)
6 STAR Survey 2012
We launched a Menu of Opportunities last spring outlining the key ways that tenants can get involved. Over the past year hundreds of people, both young and old, have taken part in local events and fun activities on and around our estates. Our more formal customer involvement and scrutiny mechanisms, such as the Customer Excellence Panel and Customer Inspectors, are also going strong and have been busy monitoring service standards and performance across the business. In the last 12 months, tenants engaged with our scrutiny methods have helped us to implement 18 changes to the way we deliver services.
Helena is one of 10 Co-Regulatory Champions chosen by the Tenant Services Authority (TSA) and our dedicated website, www.excellenceathelena.co.uk contains a wealth of information about our performance, how we compare to other social landlords, along with case studies of people who have chosen to get involved and have their say about the things that matter to them as tenants.
Thank you to everyone who took part in our Survey of Tenants and Residents. We have achieved some fantastic results and continue to better ourselves year after year. While we are very happy to know that you feel satisfied with so many of our services, we will not become complacent with those services which you feel need further improvement. We will soon be consulting with tenants to find better ways to deliver these services and will update you on our progress in the next edition of Helena Headlines.
7 STAR Survey 2012
Having your say
88% 84% 89%
100
90
80
70
60
502007 2009 2011
62% 71% 84%
100
90
80
70
60
502007 2009 2011
79%
NEW
QUESTION
100
90
80
70
60
502007 2009 2011
How satisfied you are that we keep
you informed
How satisfied you are that we give you the chance to tell us your views and act upon what you tell us
How satisfied you are with the way we handle complaints
How to contact us
Phone: 01744 63 73 83
Post: Helena Partnerships, Helena Central, 4 Corporation Street, St. Helens, Merseyside WA9 1LD
Web: www.helenahomes.co.uk
Email: [email protected]
Digital TV: Sky viewers: Go to the Community Channel (number 539); press the red button; enter Quick Code 4488.
Virgin viewers: Go to the Community Channel (number 233); press the red button; enter Quick Code 4488.
To access through Nintendo Wii or internet-enabled mobile phones, type this into your browser: http://www.lookinglocal.gov.uk/helena
March 2012