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Your views are making news Tenant Satisfaction Survey results Last year we invited you to take part in a Tenant Satisfaction Survey. The comprehensive survey was designed in line with the standards set out in the Scottish Social Housing Charter (SSHC) to help us understand

how happy you are with the services we provide. 1099 of you kindly participated, and we are now delighted to share some of the key findings with you in this special edition newsletter.

Overall satisfaction

36% 51% 9%

51% Fairly Satisfied

6% Neither

Overall, how satisfied or dissatisfied are you with QCHA management of the neighbourhood you live in?

2% Fairly Dissatisfied

Very unsafe

Fairly unsafe

We know how important a sense of safety can be to overall wellbeing and quality of life. We are happy to learn that 92% of you feel safe in the neighbourhood you live in, with only 4% feeling unsafe.

Neither

40% Very Satisfied

Safety

Fairly safe

Your Neighbourhood Management You also scored us highly on the management of your neighbourhoods, with 91% of you stating that you are either very or fairly satisfied.

Taking everything into account, how satisfied or dissatisfied are you with the overall service provided by QCHA?

2% 2%

Very safe

We are pleased to announce that of those of you surveyed, the vast majority (87%) told us you are satisfied with the overall service we provide, with only 4% feeling dissatisfied.

48% 44%

2%

5% 3% 1% How safe or unsafe do you feel in your neighbourhood?

Very Dissatisfied

Your Priorities As a social landlord, what matters to us is what matters to you. Top of your priorities list is the quality of your home, with 77% of you agreeing it as your highest priority. You count quality of repairs service as your second greatest priority (60%), while quality of housing improvements comes in third at 50%.

77%

The overall quality of your home

The overall quality of the repairs service

The overall quality of housing improvements

60% 50%


Quality of Your Home

4%

Overall, how satisfied are you with the quality of your home?

Neither

42%

2%

Very Satisfied

Fairly Dissatisfied

51%

1%

Fairly Satisfied

Very Dissatisfied

Repairs Service

44%

60% of you told us that the quality of repairs is your chief priority, and when asked which aspects mattered most to you, the top three responses were: • Overall quality of repairs (52%) • Ability to arrange a convenient time for the repair (51%) • Being kept informed about when workers would arrive (41%) When we asked how we performed, a large majority of you (89%) told us you are happy with the service we provide, with 4% stating you are dissatisfied.

45%

Neither

3%

Fairly Dissatisfied

1%

Very Dissatisfied

Caretaker Service

49% 44%

Our Caretaker service helps us maintain neighbourhoods. 93% of you told us you’re satisfied with this service.

6%

How satisfied or dissatisfied are you with the Caretaker/ Concierge Service we provide?

0.3% How satisfied or dissatisfied are you with the stair cleaning service we provide?

92% Satisfied

2.75% Dissatisfied

4.5%

In light of recent welfare reforms and the financial hardships that so many of our tenants encounter, it’s crucial that our rents remain affordable. The majority of you we asked (83%) told us that our rents do represent good value for money. Do you think that the rent for your property represents good or poor value for money?

Very Poor

Neither

Value for Money

Fairly good

Neither

Very good

We aim to ensure that all common areas are kept clean and presentable. 92% of you are satisfied with the stair cleaning service we provide.

Fairly Satisfied

6%

Generally, how satisfied or dissatisfied are you with the way QCHA deals with repairs and maintenance?

Stair Cleaning

Very Satisfied

Fairly poor

In light of the results naming your top priorities, we are delighted that 93% of you are satisfied with the quality of your home.

59% 24% 11%

5%

1%


Antisocial Behaviour Almost all of you (95%) told us that antisocial behaviour, and the service we provide to deal with it, is something which matters to you. A majority of you (66%) told us you’re satisfied with the way we handle antisocial behaviour. However, 21% of you are dissatisfied with how antisocial behaviour is dealt with, and this is something we will work on.

37% 29% 14% 13%

Overall, how satisfied or dissatisfied are you with the way your antisocial behaviour complaint was dealt with by QCHA?

8%

Communication As a community organisation, your input and understanding of our services is vital to us, helping us make sure we tailor our services to your needs. So we asked how well informed you feel, and the results are encouraging, with 92% of you rating our communication as ‘good’.

How good or poor do you think QCHA are at keeping you informed about services and decisions?

92%

1%

Good

Poor

6% Neither

Contacting Us You can get in touch with us via telephone, email or our website, and a fantastic 99% of you find it either very or fairly easy to contact the Association.

63% 36% 1% 0% 0%

Customer Service As a social landlord, how we communicate with our tenants and the customer service we provide is very important to us. It is positive to learn that 92% of you think we provide good quality customer services.

How convenient do you find it to contact QCHA?

What is your overall view of the quality of customer service provided by QCHA?

6% Neither

40%

1%

Very Satisfied

Fairly Dissatisfied

52%

0%

Fairly Satisfied

Very Dissatisfied

Awareness of Services While we have a whole range of services in your community, we know there’s some room for improvement in how much you know about what we have to offer. For example, only 55% of you surveyed told us that you are aware we have a Welfare Rights and Money Advice Service. This is something we’ll address in the future.

Awareness of Services % - lowest 4 results

Money and welfare rights advice

55%

Supported accommodation for young people

39%

Work Clubs and other support to help people get into a job Arts activities

36% 35%


35%

Overall satisfaction with landlord

Much better/ a bit better

No change

2%

Much worse/ a bit worse

68%

31%

Satisfaction with stair cleaning service

Much better/ a bit better

No change

0%

Much worse/ a bit worse

63%

35%

Maintenance of common areas

Much better/ a bit better

No change

1%

Much worse/ a bit worse

58%

Satisfaction with the quality of repairs undertaken by landlord

Much better/ a bit better

40%

As this is our first comprehensive survey since the stock transfer of Dundasvale and South Maryhill in 2011, it is important to understand how you feel about QCHA as a landlord, in comparison with your previous landlord. 62% of you who transferred to QCHA from Glasgow Housing Association (GHA) told us you have seen an improvement since the transfer, and only 2% of you told us you think things are worse under QCHA. There are a number of aspects that you told us have improved under QCHA such as the stair cleaning service, quality of repairs carried out and an improvement in your neighbourhood as a place to live.

62%

Stock Transfer

No change

2%

Much worse/ a bit worse

Where do we go from here?

Want to get involved?

Now that you’ve highlighted your feelings about Queens Cross, it’s over to us. We’re going to use this invaluable information to grow as an Association, developing our strengths and improving on our weaknesses. We will be preparing a report and Action Plan telling you how we have performed against the Scottish Social Housing Charter outcomes, and how we’re going to use your information to continue to improve our services.

If you would like to be involved in designing this report and advising us on the information to be included, please contact our Policy and Performance Assistant, Jacqui Mills on 0141 945 3003 or jmills@qcha.org.uk. We’d like to extend a thank you to everyone who took part in the survey. We are proud to be Queens Cross.

Get in touch Main Office 45 Firhill Road, Glasgow, G20 7BE Tel – 0141 945 3003

The Courtyard 2 Westercommon Drive, Glasgow, G20 5PG Tel – 0141 336 3444 Email: contactus@ qcha.org.uk Website: www.qcha. org.uk

Our office opening hours are Monday to Friday 9am to 5pm Dundasvale Housing Office Flat 1/1, 6 Dundasvale Court Glasgow G4 0DG Tel: 0141 589 7333

QC Factoring Suite 12 – Firhill Business Centre 74 – 76 Firhill Road, Glasgow, G20 7BA Tel: 0141 561 1105 Email: info@qcgroup. co.uk Website: www.qcfactoring.co.uk

When you have finished with this magazine please recycle it.

When you have finished with this magazine please recycle it.

Out of hours emergency number: QC HA Tenants 0808 143 2002


Tenant Satisfaction Survey