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Waverley Borough Council Committee System - Committee Document

Meeting of the Community Overview and Scrutiny Committee held on 18/06/2007
STATUS SURVEY RESULTS SUMMARY 2006/07



Summary & Purpose
Waverley Borough Council has a statutory requirement to conduct tenant satisfaction surveys on a tri-annual basis.

This report summarises the results following the 2006/07 survey. The survey provides a detailed insight into our customers’ views, expectations and make up in addition to central government compliance.

APPENDIX D
Waverley Borough Council

COMMUNITY OVERVIEW AND SCRUTINY COMMITTEE – 18TH JUNE 2007
___________________________________________________________________
Title:
STATUS SURVEY RESULTS SUMMARY 2006/07
[Wards Affected: All]

Summary and purpose:

Waverley Borough Council has a statutory requirement to conduct tenant satisfaction surveys on a tri-annual basis.

This report summarises the results following the 2006/07 survey. The survey provides a detailed insight into our customers’ views, expectations and make up in addition to central government compliance.

Environmental implications:

This report has no direct environmental implications.

Social / Community implications:

The results provide full information on the satisfaction and demographics of tenants which helps identify areas of improvement. The methodology for conducting these surveys allows direct comparison with other local authorities nationwide.

E-Government implications:

Officers chose to include questions regarding access and use of the internet to provide a comprehensive picture of tenants. Nationwide satisfaction survey results for district and Borough councils will be published on the Audit Commission’s website (expected at some stage during June 2007).

Resource and Legal implications:

The conducting of Best Value Satisfaction surveys, according to a nationally prescribed methodology, is a statutory requirement on Waverley Borough Council. Following the prescribed Contract Procedure Rules mruk Research were awarded the contract to undertake the survey for a fee of 11,000.


Introduction 1. In January 2007 2500 tenants were contacted to conduct the three yearly tenants satisfaction survey (also known as STATUS). mruk Research consultants undertook the survey on our behalf and produced an Executive summary (attached at Annexe 1) and Final Report (available on request). The 12-page questionnaire asks a range of questions to provide a detailed insight into our tenants’ views, expectations and make up. We had a 50% response rate, which gives a 2% sampling error.

What do our tenants think of our services?

2. Overall
78% satisfied with overall service (BVPI 74) 65% satisfied with opportunities for participation (BVPI 75)
Very or Fairly satisfiedFairly or very dissatisfied
81% West Villages
80% Cranleigh
80% East Villages
77% Farnham
77% Godalming
77% Haslemere
13% Farnham
12% Cranleigh
12% East Villages
11% Godalming
11% Haslemere
8% West Villages


3. Rent

4. Accommodation
5. Neighbourhood

6. Views on type of problems

Litter and rubbish (52%)
Vandalism (40%)
Dogs (39%)
7. Internet
29% to find contact details
26% to find information on a range of service
24% to find info about moving home
20% to make and enquiry or apply to move/exchange
17% to report a repair
8% to pay rent

8. Repairs Service
2006/72003/4
told when workers call
82%
80%
time taken before work started
77%
75%
speed work completed
82%
83%
attitude of workers
93%
88%
overall quality of work
82%
75%
dirt and mess to minimum
88%
83%

9. Participation
What do our tenants think of us?

10. Contacting us
80% phone
10% visited office
6% wrote
1% emailed
2% other
78% Repairs
6% Rent / HB
5% Neighbours
4% Transfer/exchange
7% other 11. Most important issue

Respondents ranked the three most important issues from the below six:

85% Repairs and maintenance
66% Overall quality of home
51% value for money
43% keeping tenants informed
25% take account of tenants views
8% involve tenants in management of housing



12. Improvements needed

Respondents were asked which areas required improvement:
No improvement neededSome improvement neededMuch improvement needed
Keeping tenants informed52%41%7%
Overall quality of home20%55%26%
Taking tenants views into account27%56%17%
Repairs and maintenance26%47%27%
Involving tenants in managing housing38%51%11%
Value for money for rent38%44%18%

Who lives in a home like this?

13. Time with Waverley

48% have been tenant with Council for over 21 years
53% have been in current home for over 10 years

14. Household Size

49% one person household
77% have no children resident
60% have 60+ resident
16% family size (1 or 2 parent household)

15. Ethnic Groups

96% White British
3% other white
1% Black British/African, Asian British/Bangladeshi/Pakistani or Mixed

16. Employment

27% of respondents in full, part or self employed
51% fully retired

17. Income

The mode average income of tenants is 100 - 159pw, 33%, and 67% of tenants have an income under 200pw.
59% in receipt of HB
55% have an income wholly from state benefits / pensions

18. Age

49% over 65 years old
8% under 35 year old


19. Disability

50% disabled or longstanding illness

Conclusion

20. Overall the data shows that there has been a continuity of service with no significant changes in tenant perception. Officers will be discussing the findings with the Tenants Panel to seek their views on how to raise satisfaction levels further. In addition officers are awaiting further data to benchmark the services with other organisations.

21. However there are a few areas that are worth further scrutiny:

Involvement of minority groups, eg. families and young people
Satisfaction of younger tenants (under 44 year olds)

Recommendation

It is recommended that the Committee note the findings of the survey.


Background Papers (DoH)

There are no background papers (as defined by Section 100D(5) of the Local Government Act 1972) relating to this report.


CONTACT OFFICER:

Name: Annalisa Howson Telephone: 01483 523453
E-mail: ahowson@waverley.gov.uk


comms\o&s2\2007-08\003.doc