Newlon Housing Trust:
Customer Satisfaction
Surveys 2014/15
Q1-3
Slide 1
Contents
• Methodology
• Customer Satisfaction survey
- Summary of key results
- What drives overall satisfaction
• Repairs survey
- Summary of key results
• Conclusions
Slide 2
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 3
Customer Satisfaction Survey
Slide 4
Satisfaction with overall service
Overall Service Satisfaction – by wave
Overall Service Satisfaction - Q1-3
70%
Very satisfied
BMG London
benchmark: 67%
22% 31%
HouseMark
London average:
77%
37% 37%
Fairly satisfied
Neither
16%
Fairly dissatisfied
11%
Very dissatisfied
14%
12%
9%
60%
59%
59%
58%
Q1 (257)
Q2 (250)
Q3 (250)
50%
40%
10%
30%
20%
Satisfied
59%
Dissatisfied
25%
67%
10%
19%
0%
0%
Base: Q1-3 (757)
20%
40%
60%
80%
100%
Bases as shown
Slide 5
Repairs and maintenance
Satisfaction with repairs and
maintenance - by wave
Satisfaction with repairs and
maintenance – Q1-3
50%
BMG London
benchmark: 62%
18% 32%
Very satisfied
Fairly satisfied
26%
Neither
44%
45%
43%
40%
30%
35%
10%
13%
47%
30%
Fairly dissatisfied
17%
12%
25%
25% 15%
Very dissatisfied
20%
15%
Satisfied
45%
10%
62%
5%
Dissatisfied
42%
27%
0%
0%
Base: Q1-3 (757)
20%
40%
60%
80%
100%
Q1 (257)
Q2 (250)
Q3 (250)
Bases as shown
Slide 6
Overall satisfaction with home/listening to
customers
Satisfaction with condition of home Q1-3
Very satisfied
25%
Fairly satisfied
33%
40% 40%
Neither
10%
Satisfaction Newlon listens to
views and acts upon them – Q1-3
BMG London
benchmark:
73%
Very satisfied
Neither
Fairly dissatisfied
12%
10%
Fairly dissatisfied
Very dissatisfied
13%
8%
Very dissatisfied
Satisfied
64%
Dissatisfied
26%
0%
20%
28% 33%
Fairly satisfied
8%
14%
60%
80%
19%
12%
19% 13%
45%
Dissatisfied
18%
40%
22%
Satisfied
73%
100%
BMG London
benchmark:
55%
22%
17%
32%
0%
20%
40%
55%
24%
60%
80%
100%
Base: Q1-3 (757)
Slide 7
Satisfaction with rent/service charge as
value for money
Satisfaction with rent as value
for money - Q1-3
Very satisfied
24% 28%
BMG London
benchmark:
65%
35% 37%
Fairly satisfied
Neither
21%
Fairly dissatisfied
Satisfaction with service charge as
value for money – Q1-3
12%
11% 11%
Very dissatisfied
8%
9%
Very satisfied
11%
Fairly satisfied
28%
Neither
18%
Fairly dissatisfied
19%
Very dissatisfied
22%
Not applicable
Satisfied
59%
Dissatisfied
20%
0%
Base: Q1-3 (757)
20%
65%
Satisfied
39%
Dissatisfied
19%
40%
2%
60%
80%
100%
41%
0%
20%
40%
60%
80%
100%
Base: Q1-3 (571)
Slide 8
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 9
Contact in last 12 months
Contact with Newlon in last
12 months - Q1-3
Q3: 62%
Reason for contact - Q1-3
Q3: 74%
GN: 63%
GN: 81%
Leaseholders / shared
owners: 68%
Leaseholders /
shared owners: 66%
IR: 77%
IR: 84%
34%
A Repair
78%
66%
Something else
22%
0%
Yes
20%
40%
60%
80%
100%
No
Base: Q1-3 (757): GN (515), Leaseholders / shared owners (163), IR (79)
Base: Q1-3 (497): GN (326), Leaseholders / shared owners (110), IR (61)
Slide 11
Customer satisfaction with query handling
Ability of
staff to deal
with query
quickly and
efficiently
15%
Very satisfied
Staff helpful
or unhelpful
23%
11%
Fairly satisfied
Neither
54%
32%
Fairly dissatisfied
22%
Helpful
Query
dealt
with, first
time
19%
Neither
35%
Very dissatisfied
24%
Unhelpful
65%
Yes
No
Base: Q1-3 (497)
Slide 12
What drives service satisfaction?
Source: STAR benchmarking service: Analysis of findings 2012/13, HouseMark March 2014
Slide 13
Responsive Repairs Survey
Slide 14
Rating of different aspects of the repair service
Satisfaction by wave
The repairs service you received on this
occasion
79%
Time taken before work started
69%
The speed of completion of the work
Q2
Q3
7% 14%
71
72
82
84
24%
68
65
70
72
6% 15%
69
75
80
81
82
86
90
87
74
78
84
82
87%
The overall quality of work
8% 4%
81%
0%
Base: Q1-3 (602)
Q1
8%
79%
The attitude of workers
2013
20%
Satisfied
40%
Neither
7% 12%
60%
80%
100%
Dissatisfied
Significantly different to Q3 (95% confidence level)
Slide 15
Appointment making and keeping
Appointment convenient – Q1-3
Appointment kept – Q1-3
2013 STAR: 79%
Q3: 85%
Q3: 83%
Yes
No
20%
85%
83%
No
17%
0%
100%
Yes
83%
40%
60%
83%
80%
84%
80%
100%
17%
0%
100%
76%
90%
40%
87%
60%
80%
60%
40%
40%
20%
20%
100%
81%
79%
Breyer
Others
80%
60%
0%
20%
0%
R W Porter
BSW
Breyer
Others
R W Porter
BSW
Base: Q1-3 (602): Breyer (289), BSW (138), R W Porter (69), Others (106)
Significantly different to RW Porter (95% confidence level)
Slide 16
Repair completed ‘right first time’?
Repair completed ‘right first time’ – Q1-3
Q3: 70%
90%
82%
80%
Yes
70%
66%
66%
65%
Breyer
Others
59%
60%
50%
40%
30%
No
34%
20%
10%
0%
0%
20%
40%
60%
80%
100%
R W Porter
BSW
Base: Q1-3 (602): Breyer (289), BSW (138), R W Porter (69), Others (106)
Significantly different to RW Porter (95% confidence level)
Slide 17
Conclusions
Slide 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
Slide 19