Stirling Council Tenant Satisfaction Survey 2016 final report

Stirling Council Tenant Satisfaction Survey July 2016

Prepared by:

Prepared for:

Research Resource 17b Main Street Cambuslang G72 7EX

Stirling Council Viewforth 14-20 Pitt Terrace Stirling FK8 2ET

Contact: Tel:

Contact: Alison McMaster Tel : 01786 237692

Lorna Shaw 0141 641 6410

Report written by: Gemma Eaton

Date: 19/07/2016 Reviewed by: Elaine MacKinnon / Lorna Shaw

Date: 20/07/2016

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Stirling Council Tenant Satisfaction Survey Contents EXECUTIVE SUMMARY ............................................................................................ 6 1.

INTRODUCTION, BACKGROUND AND OBJECTIVES .................................. 11 1.1 Introduction .............................................................................................. 11 1.2

2.

3.

RESEARCH METHOD .................................................................................... 12 2.1 Research Method..................................................................................... 12 2.2

Questionnaire design ............................................................................... 12

2.3

Sample size ............................................................................................. 13

2.4

Survey Analysis and Reporting ................................................................ 14

2.5

Report Structure....................................................................................... 14

THE OVERALL SERVICE PROVIDED ............................................................ 16 3.1 Overall Satisfaction (Q1/2) ....................................................................... 16 3.2

4.

5.

6.

Background and objectives ...................................................................... 11

Priorities (Q3) ........................................................................................... 17

KEEPING TENANTS INFORMED ................................................................... 18 4.1 Welcome to your home DVD (Q4/5) ........................................................ 18 4.2

Internet Access (Q7) ................................................................................ 19

4.3

Council’s website (Q8/Q11) ..................................................................... 19

4.4

Open Door (Q12/13) ................................................................................ 21

4.5

Keeping tenants informed (Q14/15) ......................................................... 23

TENANT PARTICIPATION .............................................................................. 24 5.1 Awareness of becoming involved (Q16) .................................................. 24 5.2

Satisfaction with the opportunities to participate (Q17) ............................ 25

5.3

Level of involvement (Q19) ...................................................................... 26

5.4

Listening to your views (Q20) .................................................................. 27

CONTACTING THE LANDLORD .................................................................... 28 6.1 Contact method (Q21/22) ........................................................................ 28 6.2

Dealing with enquires (Q23) .................................................................... 29

6.3

Contacting the Council (Q24/25) .............................................................. 29

3

7.

6.4

Ease of getting hold of the right person (Q26) ......................................... 30

6.5

Helpfulness of staff (Q27) ........................................................................ 30

6.6

Query answered within a reasonable time (Q28) ..................................... 31

6.7

Aspects of contacting the Council 2013 vs 2016 comparison .................. 31

6.8

Satisfaction with the final outcome of the enquiry (Q29) .......................... 32

6.9

Service compared to other big service providers (Q30) ........................... 33

COMPLAINTS ................................................................................................. 34 7.1 Awareness of the complaints procedure (Q31/32) ................................... 34 7.2

Satisfaction with the complaints process (Q33) ....................................... 35

8.

MOVING INTO A NEW HOME ........................................................................ 36 8.1 Moving into a new home (Q34/35) ........................................................... 36

9.

REPAIRS, MAINTENANCE AND HOUSING QUALITY................................... 37 9.1 Repairs carried out in the last 12 months (Q37/38).................................. 37 9.2

Satisfaction with aspects of the repairs service (Q39) ............................. 38

9.3

Timescale for repairs (Q40) ..................................................................... 39

9.4

Satisfaction with planned or cyclical maintenance (Q41) ......................... 39

9.5

Major works undertaken (Q42/43)............................................................ 40

9.6

Satisfaction with aspects of the major works (Q44) ................................. 42

9.7

Satisfaction with the quality of home (Q45/46) ......................................... 43

9.8

Heating and hot water system (Q47) ....................................................... 44

10. THE NEIGHBOURHOOD ................................................................................ 45 10.1 Outside Maintenance (Q48).................................................................. 45 10.2

Overall management of the neighbourhood (Q49/50) .......................... 46

10.3

Satisfaction with the town or village (Q51) ............................................ 47

10.4

What respondents like about the town or village they live in (Q52) ...... 47

10.5

What respondents dislike about the town or village they live in (Q53) .. 47

10.6

Change in the neighbourhood in the last 3 years (Q54) ....................... 49

10.7

Neighbourhood problems (Q55) ........................................................... 50

10.8

Feeling of safety in the local neighbourhood (Q56) .............................. 51

10.9

Anti-social behaviour (Q57/60) ............................................................. 52

11. RENT, VALUE FOR MONEY AND WELFARE BENEFITS ............................. 54 11.1 Value for money (Q61/62) .................................................................... 54 11.2

Awareness of Welfare Reform Act (Q63).............................................. 55 4

11.3

Impact of the Welfare Reform Act (Q64/65).......................................... 56

11.4

Housing Benefit (Q66/67) ..................................................................... 57

11.5

Help with benefits (Q68) ....................................................................... 57

11.6

Awareness of the Income Maximisation Officer (Q69) .......................... 58

11.7

Using the service (Q70/71) ................................................................... 59

11.8

Using the service in the future (Q72) .................................................... 60

12. YOU AND YOUR HOUSEHOLD ..................................................................... 61 12.1 Age and Gender (Q73/74) .................................................................... 61 12.2

Household composition (Q75) .............................................................. 61

12.3

Occupational status (Q76) .................................................................... 62

12.4

Length of tenancy (Q77) ....................................................................... 62

12.5

Ethnicity (Q78) ...................................................................................... 63

12.6

Disability (Q79/80) ................................................................................ 63

13. CONCLUSIONS .............................................................................................. 65 13.1 Areas of high performance ................................................................... 65 13.2

Areas for consideration ......................................................................... 66

APPENDIX 1: QUESTIONNAIRE APPENDIX 2: TECHNICAL REPORT SUMMARY

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EXECUTIVE SUMMARY INTRODUCTION  Stirling Council Housing Service commissioned Research Resource to carry out a customer satisfaction survey on their behalf.  Overall, a total of 900 interviews were completed with Stirling Council tenants, providing data accurate to +/- 2.99% based upon a 50% estimate at the 95% confidence level. Providing robust data upon which the Council can be confident about making decisions.  Tenant interviews were spread across each area of the Council’s stock to ensure coverage of the full range of the Council’s tenants and stock.  This executive summary highlights the key findings from this programme of research.

SCOTTISH SOCIAL HOUSING CHARTER SATISFACTION INDICATORS The table below shows the results for the Scottish Housing Regulator indicators for Stirling Council Housing Service.

OVERALL SATISFACTION  The survey began by asking respondents how satisfied or dissatisfied they were with the overall service provided by Stirling Council Housing Service’s.

Just over 9 in 10 tenants (93%) were very or fairly satisfied in this respect compared to 2% who were neither satisfied nor dissatisfied and 4% who were very or fairly dissatisfied.  In terms of services which Stirling Council should give the most priority to, the top three were repairs and maintenance (77%) followed by making improvements to the existing stock of housing (63%) and listening to tenants views and acting upon them (41%).

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KEEPING TENANTS INFORMED  In terms of internet access, 66% of respondents said that they had internet access. The most popular way to access the internet was by using a smartphone or tablet using a mobile signal (49%) followed by using a laptop or PC using home broadband (39%).  Those who had accessed Stirling Council’s website in the last 12 months were then asked how useful it was to them. The vast majority of respondents (98%) said the website was very or fairly useful, compared to 1% who said it was not that useful.  Just over two thirds of respondents (67%) were aware that they can pay their rent via Stirling Council’s website using Allpay.  88% of respondents said they had read the last issue of the newsletter ‘Open Door’. Of those who read the newsletter 95% were of the opinion that it was very or fairly good at keeping them informed about things that might affect them as a tenant.  In terms of keeping tenants informed, 92% of tenants were of the opinion that Stirling Council Housing Services were very or fairly good at keeping them informed about their services and decisions, compared to 5% who said they were neither good nor poor and 3% who said they were very poor.

TENANT PARTICIPATION  Respondents were then asked if they were aware that they could get involved or participate in Stirling Council Housing Services decision making processes. As can be seen in the table below, awareness was highest in terms of responding to postal/ online surveys on specific issues (50%), taking part in Registered Tenants Organisation meetings (47%) and becoming a member of the Tenant Panel (36%).  The majority of respondents (91%) were very or fairly satisfied with the opportunities given to them to participate in Stirling Council Housing Services decision making processes, compared to 7% who were neither satisfied nor dissatisfied and 3% who were fairly or very dissatisfied.  When asked what describes their preferred level of involvement in their landlord’s work, the majority of respondents (89%) said they were happy to be just kept informed, 8% said they would like to have a say and 2% said they would like to be involved in making decisions.  84% of respondents were of the opinion that the Council listens to their views and acts upon them.

CONTACTING THE LANDLORD  Using the telephone was by far and away the most popular method of contacting the Council (97%), this was followed by a visit to the office (11%) and by email (6%).

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 In terms of future communication, almost all respondents said they would be prepared to use the telephone (98%), 17% said they would be prepared to visit the office and 11% of respondents said they would be prepared to use email.  Almost all respondents (91%) said they were very or fairly satisfied with how Stirling Council deals with their enquiries, compared to 3% who were neither satisfied nor dissatisfied and 4% who were very or fairly dissatisfied.  Four in ten respondents (40%) said they had been in contact with their landlord in the last 12 months. The main reason for contact was to report a repair (79%) followed by to discuss rent (4%) and to apply for a transfer or mutual exchange (4%).  Those who had contact with the Council were asked a number of questions about the contact they had. The responses were as follows: o 79% said it was easy to get hold of the right person; o 83% said they found staff to be helpful; o 81% said their query was answered within a reasonable time.  79% of respondents were very or fairly satisfied with the final outcome of their enquiry.  Just over half of tenants said the service they receive from the Council is about the same as other suppliers of services (53%), 33% said the service is a lot or a little better and 14% of respondents said the service is a little or a lot worse.

COMPLAINTS  All respondents were then asked if they were aware of how to complain if they were unhappy with any aspect of the service provided by their landlord.

Just under 8 in 10 (79%) were aware of how to do this compared to 14% who said they were unaware and 7% who said they were unsure.

MOVING INTO A NEW HOME  A minority of respondents (3% amounting to 25 individuals) said they had moved into a new property in the last 12 months. Of these individuals, 84% said they were very or fairly satisfied with the allocations process, compared to 4% who were neither satisfied nor dissatisfied and 12% who were fairly dissatisfied.

REPAIRS, MAINTENANCE AND HOUSING QUALITY  Just under 4 in 10 respondents (37%) have had a repair carried out at their property in the past 12 months. Of these individuals, 83% said they were very or fairly satisfied with the repairs service provided by Stirling Council

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Housing Services, compared to 8% who said they were neither satisfied nor dissatisfied and 10% who were fairly or very dissatisfied.  Following on from this, all respondents were asked how satisfied or dissatisfied they were with various aspects of their repair on the last occasion. Satisfaction was highest in terms of, the attitude of workers (97%), keeping dirt and mess to a minimum (96%) and being told when workers would call (94%). On the other hand dissatisfaction was highest in terms of the repair being done right first time (12% stating very or fairly dissatisfied), the speed of completing the work (9%), the time taken before the work started (7%) and the overall quality of the work (7%).  All respondents were then asked if they considered the timescales set out for repairs acceptable or unacceptable. The proportion of tenants stating the timescale for repairs ranged from 90% in terms of appointments being carried out in 7 days to 76% for emergency repairs carried out within 24 hours.  76% of respondents were very or fairly satisfied with the planned or cyclical maintenance carried out by their landlord.  Respondents who had major works carried out in the last 12 months were asked how satisfied or dissatisfied they were with various aspects of the major works. Satisfaction was very high ranging from 99% in terms of the major works overall to 93% in terms of the works being done right first time.  Just over 9 in 10 respondents (91%) said they were very or fairly satisfied with the quality of their home, compared to 5% who were neither satisfied nor dissatisfied and 4% who were very or fairly dissatisfied.

SATISFACTION WITH THE NEIGHBOURHOOD  The majority (91%) of respondents are satisfied with the maintenance of open spaces in the neighbourhood, compared to 6% who were neither satisfied nor dissatisfied and 3% who were very or fairly dissatisfied. In terms of the maintenance of common areas such as drying greens, rubbish collection areas and closes, 80% of respondents said they were very or fairly satisfied, compared to 14% who were neither satisfied nor dissatisfied and 6% who were very or fairly dissatisfied.  Satisfaction with the Council’s management of the neighbourhood was very high with more than 9 in 10 respondents (92%) stating they were either very or fairly satisfied in this respect compared to 4% who were neither satisfied nor dissatisfied and 4% who were very or fairly dissatisfied.  96% of respondents were very or fairly satisfied with the town or village that they live in.  The vast majority of tenants (76%) were of the opinion that over the last 3 years, their neighbourhood has stayed the same. On the other hand, 14% were of the opinion it had improved and 8% said it had declined.

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 The three biggest neighbourhood concerns for tenants were dog fouling or dog mess (28% stating major or minor problem), rubbish or litter (22%) and car parking (15%).  All respondents were then asked to rate how safe they felt when outside in their local neighbourhood during the day and after dark. Almost all respondents (97%) feel safe during the day and seven in ten (70%) feel safe after dark.  Just under 1 in 10 respondents (8%, amounting to 69 individuals) said they have experienced anti-social behaviour in the last 12 months. Of these individuals 29 said they had reported the problem to Stirling Council.

RENT, VALUE FOR MONEY AND WELFARE BENEFITS  9 in 10 respondents (90%) said the rent for their property represented very or fairly good value for money compared to 7% who said it was neither good nor poor and 3% who rated it very or fairly poor value.  Just under 6 in 10 respondents (58%) said they had heard about the Welfare Reform Act 2012, or Universal Credit.  Just under 3 in 4 respondents (72%) said they have not been or do not expect to be affected by the Welfare Reform Act or Universal Credit.  Of those who said they have been affected by the introduction of the Bedroom Tax or Universal Credit, 16% said they had been affected a lot and 71% said they had been affected a little.  In terms of housing benefit, just over 4 in 10 respondents (45%) said their household does not receive any housing benefit, 43% said they received housing benefit for all the rent and 11% said they received housing benefit for some of the rent.  Just over half of respondents (52%) who were in receipt of full or partial housing benefit were aware that once they transfer to Universal Credit they will be responsible for paying their rent direct to Stirling Council Housing Services, compared to 48% who said they were unaware.  Those who said they have been affected by the introduction of Universal Credit were then asked if they would require assistance completing a benefits application online. Just under 1 in 5 respondents (19%) said they would require this assistance compared to 81% of respondents who said they would not.  Just over half of respondents (51%) were aware that the Council provides an Income Maximisation Officer.  26% of respondents aware of the Income Maximisation Officer said they had used the service in the past.  Almost all respondents who used the Income Maximisation Officer said the service helped them (98%).

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1. INTRODUCTION, BACKGROUND AND OBJECTIVES 1.1

Introduction

This report represents and discusses the findings to emerge from Stirling Council’s 2016 Tenant Satisfaction Survey.

1.2

Background and objectives

Stirling Council has a housing stock of 5,602 units. The area is divided into two main areas: the urban area including the eastern villages which are former mining communities situated along the eastern boundary with Falkirk Council, and the rural area which stretches out to the boundaries with Glasgow City, Dunbartonshire, Perth & Kinross and Argyll and Bute councils and includes a large area of the Loch Lomond National Park. The Council has mixed housing stock of flats and houses, but there are no high-rise properties.

There are two main service areas: housing property and housing management and they liaise with the Council’s Safer Communities Team in relation to the management of anti-social behaviour. The Council last conducted a tenant satisfaction and aspiration survey in 2013, which resulted in a number of service developments.

The aim of the research was to seek tenants’ views on the services that Stirling Housing Services provides and how well it performs these services and to help identify areas where the service can be improved. Specifically the research was designed to provide customers views on the following:  The customer care/ service delivery provided by Stirling Council;  Awareness of services provided;  Delivery of office services;  Satisfaction with properties and how they are maintained;  Priorities for improvement or change  Satisfaction with estate management.

It is against this background that Research Resource were commissioned to carry out Stirling Council’s 2016 Tenant Satisfaction Survey.

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2. RESEARCH METHOD 2.1

Research Method

The Ipsos MORI guidance prepared on behalf of the Regulator debates the use of a range of different methodologies for carrying out the survey, including postal, online, telephone and face to face survey methods. However, given the requirement for a minimum of a 40% response rate and ensuring representative samples of tenants, it was decided that the tenant survey was carried out utilising an interviewer led survey methodology.

Our primary reasons for recommending an interviewer led methodology were:  Administering the survey utilising an interviewer led methodology allows us to maximise the response rate.  The proposed methodology is an inclusive methodology and allows interviewers to ensure that, for example, elderly or those with a disability or literacy problems can be included in the process. It also lets us identify any potential barriers to participation which can be raised and addressed in partnership with the Council.  Facilitates high quality of survey output as it allows the interviewer to build up a rapport with the participant ensuring that the questionnaire is answered in full and allowing explanation of the necessity for asking personal data.

2.2

Questionnaire design

After consultation with Stirling Council representatives, a survey questionnaire was agreed which fully met the information needs and requirements of the organisation.

In developing the questionnaire the following issues were considered:  The information needs listed in the survey brief;  Comparability to the Council’s previous tenant satisfaction survey  The Scottish Social Housing Charter indicators upon which Stirling Council is required to report; and  Research Resource experience in relation to customer satisfaction surveying.

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2.3

Sample size

The aim of the survey was to achieve a robust level of data upon which the Council can have confidence making decisions upon and to achieve a minimum 40% response rate. Overall, a total of 900 interviews were completed with Stirling Council tenants, providing data accurate to +2.99% based upon a 50% estimate at the 95% confidence level. Tenant interviews were spread across each area of the Council’s stock to ensure coverage of all stock types.

The level of data accuracy of +2.99% is what is known as sampling error and occurs because the survey is carried out with a sample of tenants and not by speaking to every single tenant. This means that if we were to repeat the survey again then we could be 95% confident that the result we would have would be + or – 2.99% of the result generated in this survey. For example, if 50% of tenants said that they knew how to make a complaint then, if we were to repeat the survey we would expect the results to be between 47.01% and 52.99% (i.e. 2.99% less or 2.99% more than the current result).

The guidance from the Scottish Housing Regulator states that in all surveys, particularly postal surveys, some groups are more likely than others to respond. This means that certain subgroups will be under-represented and others will be overrepresented in the final achieved sample (i.e. all the people who responded).

Weighting ensures that received responses are representative of the whole survey population.

The tables below show the sample profile broken down by ward, dwelling type and apartment size compared to the population. As can be seen below, the interview profile is relatively in line with the overall tenant population profile. The profile of interviews has good coverage of all factors, varying by no more than 2 percentage points in terms of apartment size, we are therefore comfortable that the coverage of the tenant population is sufficiently close that weighting of survey data is not required.

Ward Bannockburn Ward Castle Ward Dunblane & Bridge Of Allan Ward Forth & Endrick Ward Stirling East Ward Stirling West Ward Trossachs & Teith Ward #N/A Grand Total

No of tenants 1364 1297

% of tenants 24.6% 23.4%

No of interviews 221 217

% of interviews 24.6% 24.1%

difference 0.0% 0.7%

349

6.3%

68

7.6%

1.3%

379 1085 510 412 151 5547

6.8% 19.6% 9.2% 7.4% 2.7% 100.0%

66 178 84 66 900

7.3% 19.8% 9.3% 7.3% 100.0%

0.5% 0.2% 0.1% -0.1% 0.0%

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No of tenants 15 1106 2276 1727 264 6 2 151 5547

Number of bedrooms 0 1 2 3 4 5 7 #N/A Grand Total

No of tenants 10 381 7 738 1216 93 76 955 958 1110 3 5547

Property Subtype Bedsit Bungalow Detached End Terrace Flat in Close Lock up Maisonette Mid Terrace Own Door Flat Semi Detached Unfurnished Bedsit Grand Total

2.4

% of tenants 0.3% 19.9% 41.0% 31.1% 4.8% 0.1% 0.0% 2.7% 100.0% % of tenants 0.2% 6.9% 0.1% 13.3% 21.9% 1.7% 1.4% 17.2% 17.3% 20.0% 0.1% 100.0%

No of interviews 0 198 361 294 41 1 0 5 900 No of interviews 0 68 0 127 214 0 13 154 148 176 0 900

% of interviews 0.0% 22.0% 40.1% 32.7% 4.6% 0.1% 0.0% 0.6% 100.0% % of interviews 0.0% 7.6% 0.0% 14.1% 23.8% 0.0% 1.4% 17.1% 16.4% 19.6% 0.0% 100.0%

difference -0.3% 2.1% -0.9% 1.5% -0.2% 0.0% 0.0% -2.2% 0.0%

difference -0.2% 0.7% -0.1% 0.8% 1.9% -1.7% 0.1% -0.1% -0.8% -0.5% -0.1% 0.0%

Survey Analysis and Reporting

Survey data has been analysed and reported on largely at the overall Stirling Council level. It has also been analysed by a number of key variables as agreed by the organisation. Where any particular trends or issues are found for any one key group, this is detailed in the survey report.

Please note that not all percentages sum to 100% due to rounding.

For the key Charter indicator responses, comparison has been drawn to the Council’s previous tenant satisfaction survey which was completed in 2013.

2.5

Report Structure

This document details the key finding to emerge from the survey.

CHAPTER 3.

CHAPTER 4.

CHAPTER 5.

CHAPTER 6.

CHAPTER 7.

CHAPTER 8.

OVERALL SERVICE PROVIDED KEEPING TENANTS INFORMED TENANT PARTICIPATION CONTACTING THE LANDLORD COMPLAINTS MOVING INTO A NEW HOME 14

CHAPTER 9.

CHAPTER 10.

CHAPTER 11.

CHAPTER 12.

CHAPTER 13.

REPAIRS, MAINTENANCE AND HOUSING QUALITY SATISFACTION WITH THE NEIGHBOURHOOD RENT, VALUE FOR MONEY AND WELFARE BENEFITS YOU AND YOUR HOUSEHOLD CONCLUSIONS

APPENDIX 1: APPENDIX 2.

QUESTIONNAIRE TECHNICAL REPORT SUMMARY

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3. THE OVERALL SERVICE PROVIDED 3.1

Overall Satisfaction (Q1/2)

The survey began by asking respondents how satisfied or dissatisfied they were with the overall service provided by Stirling Council Housing Service. Just over 9 in 10 tenants (93%) were very or fairly satisfied in this respect compared to 2% who were neither satisfied nor dissatisfied and 4% who were very or fairly dissatisfied. The proportion of respondents very or fairly satisfied with the overall service provided by Stirling Council Housing Service has increased significantly since the 2013 survey, increasing from 83% to 93%.

Respondents who said they were not satisfied with the overall service provided by their landlord were then asked to explain why they felt that way. The main reason for not being satisfied was where tenants felt the repairs service was poor (38%) this was followed by where tenants felt the Council does not listen to their views (28%) and poor customer service (25%).

Q2 Why do you say that?

Base: Respondents who were not satisfied, n=61 Poor repairs service e.g. time for completion/ quality of workmanship

No

%

23

37.7%

Don't listen to our views/ don't deal with issues/ problems promptly

17

27.9%

Poor customer service e.g. staff not returning calls/ poor attitude/ unhelpful

15

24.6%

Problems with anti-social neighbours/ anti-social behaviour

7

11.5%

Issues with dampness

6

9.8%

Home requires upgrades/ improvements

5

8.2%

Don't have many dealings with them

4

6.6%

Other

4

6.6%

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3.2

Priorities (Q3)

In terms of services which Stirling Council should give the most priority to, the top three were repairs and maintenance (77%) followed by making improvements to the existing stock of housing (63%) and listening to tenants views and acting upon them (41%).

Q3 Of the following, which three should your landlord give most priority to?

Base: All respondents, n=900 Repairs and maintenance

No

%

694

77.1%

Making improvements to the existing stock of housing

564

62.7%

Listening to tenants views and acting upon them

368

40.9%

Maintaining the neighbourhood where you live

294

32.7%

Keeping tenants informed

238

26.4%

Ensuring the rent charged represents good value for money

175

19.4%

Dealing with anti-social behaviour

139

15.4%

Providing/building more affordable homes in the area for people to rent

104

11.6%

Don't know

21

2.3%

None of the above

2

0.2%

Compared to the previous survey carried out in 2013, the top priority, repairs and maintenance has remained the same. However, making improvements to existing housing stock has replaced keeping tenants informed as second top priority and listening to tenant’s views and acting upon them has replaced dealing with anti-social behaviour as third top priority.

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4. KEEPING TENANTS INFORMED 4.1

Welcome to your home DVD (Q4/5)

A minority of respondents (1% amounting to 10 individuals) said they had made reference to their ‘Welcome to your home’ DVD in the past 12 months.

Of the 10 tenants who made reference to the DVD, 3 found the DVD very or fairly useful, 3 respondents found the DVD not that useful and the remaining 4 respondents said they found the DVD not useful at all.

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4.2

Internet Access (Q7)

In terms of internet access, 66% of respondents said that they had internet access.

The most popular way to access the internet was by using a smartphone or tablet using a mobile signal (49%) followed by using a laptop or PC using home broadband (39%).

Q7 Do you have access to, and use, the internet in any of the following ways?

Base: All respondents, n=900 Internet access using a smartphone or tablet using a mobile signal

No

%

444

49.3%

Internet access using a tablet using home broadband

352

39.1%

Internet access using a laptop or PC using home broadband

299

33.2%

Internet access using public access terminals, e.g. at library

38

4.2%

Access to the internet in some other way (please specify)

27

3.0%

Do not have access to the internet

303

33.7%

4.3

Council’s website (Q8/Q11)

Those with internet access were then asked if they had visited Stirling Council’s website in the last 12 months. Just under 3 in 10 respondents (26%) said they had visited the website with 90% stating they had done so to look up information about the housing services. 8% of respondents said they visited the website to report a repair. This is slightly lower than the 2013 survey results where 34% of respondents with internet access had visited their landlord’s website.

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Those who had accessed Stirling Council’s website in the last 12 months were then asked how useful it was to them. The vast majority of respondents (98%) said the website was very or fairly useful, compared to 1% who said it was not that useful.

Compared to the 2013 survey, the proportion of respondents who said the website was very or fairly useful has increased slightly from 96% to 98%.

Respondents who have visited Stirling Council’s website in the past 12 months were also asked to suggest how their experience of using the website could have been improved. 99% of respondents reported that the website was fine, had no suggested improvements, or were unsure.

Q10 How could your experience of using the website have been improved?

Base: Respondents who visited the website, n=155 Nothing/ none

No

%

117

75.5%

Don't know/ can't think of anything

26

16.8%

It is ok/ fine

6

3.9%

Happy with website/ straightforward

3

1.9%

Make it easier to navigate

2

1.3%

Quicker response to emails

1

0.6%

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Following on from this, respondents who had internet access were then asked if they were aware that they can pay their rent via Stirling Council’s website using Allpay.

Just over two thirds of respondents were aware of this (67%), compared to 33% who were not.

4.4

Open Door (Q12/13)

All respondents were then asked if they read the last issue of the newsletter, Open Door. Since 2013, the proportion of respondents reading Open Door has increased from 72% to 88%.

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Respondents who read or flicked through the last issue of Open Door were asked how good or poor Open Door is at keeping them informed about things that might affect them as a tenant. The majority of respondents (95%) said Open Door was very or fairly good at keeping them informed about things that might affect them, compared to 4% who said it was neither good nor poor and 1% who said it was very or fairly poor. The proportion of tenants stating Open Door was very or fairly good at keeping them informed has increased since the 2013 survey increasing from 89% to 95%.

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4.5

Keeping tenants informed (Q14/15)

In terms of keeping tenants informed, 92% of tenants were of the opinion that Stirling Council Housing Services were very or fairly good at keeping them informed about their services and decisions, compared to 5% who said they were neither good nor poor and 3% who said they were very poor. Compared to the previous survey the proportion of tenants of the opinion that the Council is very or fairly good at keeping them informed has increased from 80% in 2013 to 92% in 2016.

Respondents who felt Stirling Council Housing Service were not good at keeping them informed about their services and decisions were then asked to explain why they felt that way. The main reason for tenants feeling the Council was not good at keeping them informed was where they felt they were not kept informed or where their phone calls were not returned (21%) followed by where tenants felt the newsletter was irrelevant to them (20%) and where tenants felt there was a lack of communication (19%).

Q15 Why do you say that?

Base: Respondents who were not satisfied, n=70 Not kept informed/ not returning calls

No

%

15

21.4%

Receive newsletter but nothing of interest/ don't read

14

20.0%

Lack of communication/ don't hear much from them

13

18.6%

Lack of information provided

13

18.6%

Don't receive the newsletter/ only letters about rent rising

11

15.7%

Don't listen to our views/ decision already been made

3

4.3%

Don't know

8

11.4%

Other

6

8.6%

23

5. TENANT PARTICIPATION 5.1

Awareness of becoming involved (Q16)

Respondents were then asked if they were aware that they could get involved or participate in Stirling Council Housing Services decision making processes. As can be seen in the table below, awareness was highest in terms of responding to postal/ online surveys on specific issues (50%), taking part in Registered Tenants Organisation meetings (47%) and becoming a member of the Tenant Panel (36%).

Q16 Were you aware that you could get involved or participate in Stirling Council Housing Service's decision making processes in any of the following ways?

No % Base: All respondents, n=900 Responding to postal/online surveys on specific issues e.g. rent consultation

450

50.0%

Taking part in Registered Tenants Organisation meetings

423

47.0%

Becoming a member of the Tenant Panel

320

35.6%

Taking part in ad hoc focus groups

232

25.8%

Taking part in Estate Walkabouts

125

13.9%

Becoming a member of the Housing Advisory Group

111

12.3%

Becoming a tenant inspector

110

12.2%

Becoming part of the Open Door editorial panel

98

10.9%

Becoming an armchair critic

95

10.6%

Not aware of any of the ways listed above to get involved or to participate

223

24.8%

24

5.2

Satisfaction with the opportunities to participate (Q17)

The majority of respondents (91%) were very or fairly satisfied with the opportunities given to them to participate in Stirling Council Housing Services decision making processes, compared to 7% who were neither satisfied nor dissatisfied and 3% who were fairly or very dissatisfied. Compared to the previous survey carried out in 2013, the proportion of respondents very or fairly satisfied with the opportunities given to them to participate has increased significantly from 75% to 91%.

Those who were not satisfied with the opportunities given to them to participate were then asked why they felt that way. Just under half of respondents (49%) said they were not satisfied as they were unaware of the opportunities to participate.

Q18 Why do you say that?

Base: Respondents who were not satisfied, n=84 Not aware/ didn't know of opportunities to participate

No

%

41

48.8%

Lack of information provided

17

20.2%

Not interested/ bothered/ no time

16

19.0%

Don't know

12

14.3%

Not aware of local meetings

11

13.1%

Don't listen to our views/ decision already made

8

9.5%

25

5.3

Level of involvement (Q19)

When asked what describes their preferred level of involvement in their landlord’s work, the majority of respondents (89%) said they were happy to be just kept informed, 8% said they would like to have a say and 2% said they would like to be involved in making decisions.

26

5.4

Listening to your views (Q20)

Respondents were then asked how satisfied or dissatisfied they were with the way Stirling Council Housing Services listens to their views and acts upon them. Just over 8 in 10 respondents (84%) were very or fairly satisfied in this respect, compared to 6% who were neither satisfied nor dissatisfied and 4% who were very or fairly dissatisfied. Compared to the 2013 survey the proportion of respondents very or fairly satisfied with the way the Council listens to their views and acts upon them has increased significantly from 68% to 84%.

27

6. CONTACTING THE LANDLORD 6.1

Contact method (Q21/22)

Using the telephone was by far and away the most popular method of contacting the Council (97%), this was followed by a visit to the office (11%) and by email (6%).

Q21 Which of the following ways do you use to contact Stirling Council Housing Service?

Base: All respondents, n=900 Telephone

No

%

876

97.3%

Visit to the office

97

10.8%

E-mail

53

5.9%

Face to face contact with Housing Officer/Warden/other member of staff

28

3.1%

Text

15

1.7%

In writing

3

0.3%

Other

5

0.6%

In terms of future communication, almost all respondents said they would be prepared to use the telephone (98%), 17% said they would be prepared to visit the office and 11% of respondents said they would be prepared to use email.

Q22 Which of the following ways would you be prepared to use in the future to contact Stirling Council Housing Service?

No % Base: All respondents, n=900 Telephone 881 97.9% Visit to the office

155

17.2%

E-mail

101

11.2%

Face to face contact with Housing Officer/Warden/other member of staff

58

6.4%

Text

55

6.1%

In writing

20

2.2%

Social media (Facebook, Twitter)

19

2.1%

Other

5

0.6%

28

6.2

Dealing with enquires (Q23)

Almost all respondents (91%) said they were very or fairly satisfied with how Stirling Council deals with their enquiries, compared to 3% who were neither satisfied nor dissatisfied and 4% who were very or fairly dissatisfied. The proportion of respondents who said they were very or fairly satisfied has increased significantly since the 2013 survey, increasing from 79% to 91%.

6.3

Contacting the Council (Q24/25)

Four in ten respondents (40%) said they had been in contact with their landlord in the last 12 months.

The main reason for contact was to report a repair (79%) followed by to discuss rent (4%) and to apply for a transfer or mutual exchange (4%).

Q25 Can you briefly explain what the main reason for your contact was?

Base: Respondents who had contacted the Council, n=359 To report a repair

No

%

284

79.1%

To discuss my rent account

13

3.6%

To apply for a transfer/mutual exchange

13

3.6%

To pay my rent

11

3.1%

Environmental problems

10

2.8%

Problems with neighbours

7

1.9%

Discuss improvements to my home

6

1.7%

To discuss housing benefit

2

0.6%

Other (please specify)

13

3.6%

29

6.4

Ease of getting hold of the right person (Q26)

Just under 8 in 10 respondents (79%) were of the opinion that it was easy to get hold of the right person, compared to 6% who said it was difficult and 15% who felt it was neither easy nor difficult.

6.5

Helpfulness of staff (Q27)

Just over 8 in 10 respondents (83%) found staff to be helpful when they had contact with the Council, 6% said they were unhelpful and 10% said they were neither helpful nor unhelpful.

30

6.6

Query answered within a reasonable time (Q28)

Just over 8 in 10 respondents (81%) said their query was answered within a reasonable time.

6.7

Aspects of contacting the Council 2013 vs 2016 comparison

In terms of contacting the Council, all aspects of customer care have seen an increase in satisfaction since the 2013 survey. The largest increase can be seen in terms of the ease of getting a hold of the right person which has increased by 9 percentage points from 70% in 2013 to 79% in 2016.

31

6.8

Satisfaction with the final outcome of the enquiry (Q29)

Just under 8 in 10 respondents (79%) who had contacted the Council in the last 12 months said they were very or fairly satisfied with the final outcome of their enquiry, compared to 5% who were neither satisfied nor dissatisfied and 14% who were very or fairly dissatisfied. Compared to the 2013 survey the proportion of respondents who said they were very or fairly satisfied with the outcome of their enquiry has increased from 66% to 79%.

32

6.9

Service compared to other big service providers (Q30)

Respondents who contacted the Council in the last 12 months were then asked how they felt the service they receive from Stirling Council compares with the service they receive from other big suppliers of services. Just over half of tenants said the service they receive from the Council is about the same as other suppliers of service (53%), 33% said the service is a lot or a little better and 14% of respondents said the service is a little or a lot worse.

33

7. COMPLAINTS 7.1

Awareness of the complaints procedure (Q31/32)

All respondents were then asked if they were aware of how to complain if they were unhappy with any aspect of the service provided by their landlord. Just under 8 in 10 (79%) were aware of how to do this compared to 14% who said they were unaware and 7% who said they were unsure.

Of those aware of the complaints procedure, 2% (amounting to 12 individuals) reported using the procedure in the last 12 months.

34

7.2

Satisfaction with the complaints process (Q33)

Of the 12 respondents who used the complaints procedure in the last 12 months, 1 individual was fairly satisfied with the complaint process, 2 were neither satisfied nor dissatisfied and the remaining 9 respondents were either fairly or very dissatisfied.

35

8. MOVING INTO A NEW HOME 8.1

Moving into a new home (Q34/35)

A minority of respondents (3% amounting to 25 individuals) said they had moved into a new property in the last 12 months. Of these individuals, 84% said they were very or fairly satisfied with the allocations process, compared to 4% who were neither satisfied nor dissatisfied and 12% who were fairly dissatisfied.

36

9. REPAIRS, MAINTENANCE AND HOUSING QUALITY 9.1

Repairs carried out in the last 12 months (Q37/38)

Just under 4 in 10 respondents (37%) have had a repair carried out at their property in the past 12 months. Of these individuals, 83% said they were very or fairly satisfied with the repairs service provided by Stirling Council Housing Services, compared to 8% who said they were neither satisfied nor dissatisfied and 10% who were fairly or very dissatisfied. Compared to the previous survey, the proportion of respondents very or fairly satisfied with the repairs service provided by the Council has remained consistent.

Respondents who were not satisfied were then asked to explain their reasons for feeling this way. The most common reasons given were in relation to the repair not being complete on the first visit (39%), the problem not being resolved (37%) and the length of time taken to do the work (26%).

Q38 Why do you say that?

Base: Respondents who were not satisfied, n=57 Repair not complete first time/ had to come back out/ brought wrong part

No

%

22

38.6%

Problem still ongoing/ not complete

21

36.8%

Too long taken to complete the work

15

26.3%

Poor quality of workmanship

11

19.3%

Poor customer service from staff

9

15.8%

Too long taken before work started

6

10.5%

Poor attitude from workman

3

5.3%

Workman turned up without an appointment

1

1.8%

Other

2

3.5%

37

9.2

Satisfaction with aspects of the repairs service (Q39)

Following on from this, respondents who had a repair carried out in the last 12 months were asked how satisfied or dissatisfied they were with various aspects of their repair on the last occasion. This revealed that satisfaction levels (% stating very or fairly satisfied) were highest in terms of:  The attitude of workers (97% stating very or fairly satisfied)  Keeping dirt and mess to a minimum (96%)  Being told when workers would call (94%) Although satisfaction remains high, dissatisfaction was highest in terms of:  The repair being done right first time (12% stating very or fairly dissatisfied)  The speed of completing the work (9%)  The time taken before work started (7%)  The overall quality of the work (7%)

38

Compared to the previous survey, satisfaction has generally increased in terms of aspects of the repairs service. The most notable increase in satisfaction can be seen in terms of being able to make an appointment which has increased by 6 percentage points from 87% to 93%.

9.3

Timescale for repairs (Q40)

All respondents were then asked if they considered the timescales set out for repairs acceptable or unacceptable. The proportion of tenants stating the timescale for repairs ranged from 90% in terms of appointments being carried out in 7 days to 76% for emergency repairs carried out within 24 hours.

9.4

Satisfaction with planned or cyclical maintenance (Q41)

All respondents were then asked how satisfied or dissatisfied they were with the planned or cyclical maintenance carried out by their landlord. Cyclical or planned maintenance relates to gas safety checks, electrical safety checks, painter work, kitchen replacements, window/ door replacements and bathroom replacements. Just 39

under 8 in 10 respondents (76%) said they were very or fairly satisfied in this respect, compared to 9% who were neither satisfied nor dissatisfied and 3% who were very or fairly dissatisfied. 11% of respondents were unsure.

9.5

Major works undertaken (Q42/43)

The majority of respondents (83%) said they did not have any major works undertaken in their home in the past 12 months. Where respondents did have work carried out this tended to be, new bathrooms, new kitchens, new central heating and electrical rewire.

Q42 Which, if any, of the following major works have been carried out at your property in the past 12 months?

No % Base: All respondents, n=900 None 748 83.1% New bathroom

84

9.3%

New kitchen

69

7.7%

New central heating

51

5.7%

Electrical re-wire

46

5.1%

Rough casting

35

3.9%

Insulation

9

1.0%

New windows

4

0.4%

New exterior door(s)

1

0.1%

New roofs

1

0.1%

40

As can be seen below, the proportion of tenants rating the improvements to their home as very or fairly good ranges from 100% in terms of new windows, new external door, new roofs, electrical rewire, rough casting and insulation to 96% in terms of new central heating. Please note the small base numbers.

Q43 How would you rate the improvement(s) that has/ have been made to your home?

Very Fairly Neither Fairly Very Base good good nor poor poor New kitchen 69 56.5% 42.0% 1.4% New bathroom

84

61.9%

36.9%

1.2%

-

-

Electrical re-wire

46

47.8%

52.2%

-

-

-

New central heating

51

45.1%

51.0%

-

2.0%

2.0%

New windows

4

100.0%

-

-

-

-

New exterior door(s)

1

100.0%

-

-

-

-

New roofs

1

100.0%

-

-

-

-

Rough casting

35

85.7%

14.3%

-

-

-

Insulation

9

55.6%

44.4%

-

-

-

41

9.6

Satisfaction with aspects of the major works (Q44)

Following on from this, respondents who had major works carried out in the last 12 months were asked how satisfied or dissatisfied they were with various aspects of their repair on the last occasion. Satisfaction ranged from 99% in terms of the major works overall to 93% in terms of the works being done right first time.

Compared to the previous survey, satisfaction has significantly increased in terms of all aspects of the repair. The most notable increase can be seen in terms of keeping dirt and mess to a minimum which has increased by 13 percentage points from 81% in 2013 to 94% in 2016.

42

9.7

Satisfaction with the quality of home (Q45/46)

Just over 9 in 10 respondents (91%) said they were very or fairly satisfied with the quality of their home, compared to 5% who were neither satisfied nor dissatisfied and 4% who were very or fairly dissatisfied. Compared to the 2013 survey, satisfaction with the quality of the home has increased from 81% to 91%.

Respondents who were not satisfied with their home were then asked to explain why they felt this way. Of the 79 individuals who were not satisfied, 41% said they have problems with damp, 25% said their home is in need of repair and 17% of respondents said their home requires upgrades or improvements.

Q46 Why do you say that?

Base: Respondents who were not satisfied, n=79 Problems with dampness

No

%

32

40.5%

Home is in need of repairs

20

25.3%

Home requires upgrades/ improvements e.g. bathroom/kitchen

13

16.5%

Draught problems

12

15.2%

Poor standard/ condition of home

10

12.7%

Outside maintenance required e.g. roof/ garden

6

7.6%

Home is too small

2

2.5%

Other

6

7.6%

43

9.8

Heating and hot water system (Q47)

Just under 9 in 10 respondents (88%) said the heating and hot water system in their property was easy to use, compared to 11% who said it was neither easy nor difficult.

44

10.

THE NEIGHBOURHOOD

10.1

Outside Maintenance (Q48)

The majority (91%) of respondents are satisfied with the maintenance of open spaces in the neighbourhood, compared to 6% who were neither satisfied nor dissatisfied and 3% who were very or fairly dissatisfied. In terms of the maintenance of common areas such as drying greens, rubbish collection areas and closes, 80% of respondents said they were very or fairly satisfied, compared to 14% who were neither satisfied nor dissatisfied and 6% who were very or fairly dissatisfied.

45

10.2

Overall management of the neighbourhood (Q49/50)

Satisfaction with the Council’s management of the neighbourhood was very high with more than 9 in 10 respondents (92%) stating they were either very or fairly satisfied in this respect compared to 4% who were neither satisfied nor dissatisfied and 4% who were very or fairly dissatisfied. The proportion of respondents very or fairly satisfied with their landlord’s management of their neighbourhood has increased considerably since the 2013 survey, increasing from 80% to 92%.

Following on from this respondents who were not satisfied with their landlord’s management of the neighbourhood were then asked to explain why they felt this way. The main reasons given were in relation to the grass cutting service (22%), where tenants felt outside maintenance was required (19%) and where tenants felt the area was untidy with litter or rubbish (18%).

Q50 Why do you say that?

Base: Respondents who were dissatisfied, n=73 Poor grass cutting service e.g. leave a mess/ poor standard

No

%

16

21.9%

Outside maintenance required e.g. hedges/ drains/ fencing

14

19.2%

Area untidy with litter/ rubbish

13

17.8%

Don't do enough for the area/ never see them

11

15.1%

Problems with ASB/ ASN

8

11.0%

Issues with drugs/ drug users

8

11.0%

Lack of car parking facilities

5

6.8%

Need to vet tenants

5

6.8%

Problems with dog fouling

4

5.5%

Speeding in the area

4

5.5%

Other

10

13.7%

46

10.3

Satisfaction with the town or village (Q51)

All respondents were then asked how satisfied or dissatisfied they were with the town of village that they live in. Almost all respondents (96%) were very or fairly satisfied in this respect compared to 2% who were neither satisfied nor dissatisfied and 2% who were very or fairly dissatisfied.

10.4

What respondents like about the town or village they live in (Q52)

When asked what they particularly like about the town or village they live in, 29% of respondents said it was quiet/peaceful, 22% said it was where they were born or where they belong and 17% said it was a small, close knit community.

Q52 What, if anything, do you particularly like about the town or village you live in?

Base: All respondents, n=900 Quiet/peaceful

No

%

264

29.3%

Born here/where I belong

194

21.6%

Small/close community

149

16.6%

Location

121

13.4%

Nice place to live

116

12.9%

Nothing

16

1.8%

Good neighbours

13

1.4%

Don't know

12

1.3%

Good for children

8

0.9%

Other (please specify)

7

0.8%

10.5

What respondents dislike about the town or village they live in (Q53)

When asked to say what they particularly dislike about the town or village in which they live, the largest proportion of respondents (67%) said nothing. Where tenants

47

felt there was things that they did dislike this tended to be the lack of facilities for teenagers (7%), the lack of children’s facilities (4%) and the lack of shops (3%).

Q53 What, if anything, do you particularly dislike about the town or village you live in?

Base: All respondents, n=900 Nothing

No

%

603

67.0%

Lack of facilities for teenagers

67

7.4%

Don't know

59

6.6%

Lack of children's facilities

36

4.0%

Lack of shops

25

2.8%

Drug problems

20

2.2%

Lack of transport

14

1.6%

Lack of amenities

13

1.4%

Problems with anti-social behaviour/ anti-social neighbours

13

1.4%

Cost of transport

11

1.2%

Too many undesirables moving into the area

6

0.7%

Lack of leisure facilities/activities

5

0.6%

Area untidy with litter/ rubbish

5

0.6%

Busy main roads

3

0.3%

Area unsafe

3

0.3%

Cost of leisure facilities/ activities

2

0.2%

Other (please specify)

15

1.7%

48

10.6

Change in the neighbourhood in the last 3 years (Q54)

The vast majority of tenants (76%) were of the opinion that over the last 3 years, their neighbourhood has stayed the same. On the other hand, 14% were of the opinion it had improved and 8% said it had declined. Compared to 2013, the number of tenants who felt their neighbourhood has stayed the same over the last 3 years has increased by 20 percentage points from 56% to 76%.

49

10.7

Neighbourhood problems (Q55)

Tenants were read out a list of neighbourhood issues and asked to what extent they considered each of these to be a major problem, a minor problem or not a problem in their neighbourhood. The three biggest concerns for tenants were:  Dog fouling/ dog mess (28% stating major or minor problem)  Rubbish or litter (22%)  Car Parking (15%) Q55 To what extent are any of the following a problem in your neighbourhood?

Dog fouling/dog mess

900

Major problem 8.9%

Rubbish or litter

899

4.4%

17.9%

77.6%

Car parking

882

6.3%

8.8%

84.8%

Drug use or dealing

897

6.2%

7.7%

86.1%

Drunk or rowdy behaviour

899

3.0%

7.7%

89.3%

Noisy neighbours

899

3.9%

4.4%

91.7%

Disruptive children/teenagers

899

1.3%

3.3%

95.3%

Vandalism and graffiti

899

2.1%

2.6%

95.3%

Noise from traffic

899

1.0%

2.6%

96.4%

Other problems with pets and animals

899

1.4%

1.9%

96.7%

People damaging your property

899

1.4%

0.6%

98.0%

Any other problems (please specify)

900

1.0%

0.6%

98.4%

Racial or other harassment

899

0.4%

0.8%

98.8%

Other crime

898 898

0.4%

0.3%

99.2%

0.3%

0.1%

99.6%

Base

Abandoned or burnt out vehicles

Minor problem 18.8%

Not a problem 72.3%

50

Compared to the 2013 survey, the proportion of tenants stating that these issues were not a problem has increased in terms of all problems. The most notable increase in terms of tenants stating not a problem can be seen regarding car parking which has increased by 24 percentage points.

10.8

Feeling of safety in the local neighbourhood (Q56)

All respondents were then asked to rate how safe they felt when outside in their local neighbourhood during the day and after dark. Almost all respondents (97%) feel safe during the day and seven in ten (70%) feel safe after dark.

Compared to the 2013 survey the proportion of tenants who felt safe in their neighbourhood during the day has remained consistent. On the other hand the 51

proportion of tenants who felt safe after dark has increased by 3 percentage points from 67% in 2013 to 70% in 2016.

10.9

Anti-social behaviour (Q57/60)

Just under 1 in 10 respondents (8%, amounting to 69 individuals) said they have experienced anti-social behaviour in the last 12 months. Of these individuals 29 said they had reported the problem to Stirling Council.

Of the 40 individuals who did not report their problem to Stirling Council Housing Services, just under 6 in 10 respondents (58%) said they did not do so as they reported their problem to the Police, 35% said they not report their problem as they felt nothing would get done and 13% of respondents said they did not report their problem as they did not want to get involved or they were scared of reprisals.

Q59 Why did you not report the anti-social behaviour to Stirling Council Housing Services?

Base: Respondents who did not report their anti-social behaviour, n=40 Reported to Police

No

%

23

57.5%

Did not feel anything would be done

14

35.0%

Did not want to get involved

5

12.5%

Fear of reprisals

5

12.5%

Did not know who or where to report the problem to

3

7.5%

Some other reason (please specify)

3

7.5%

52

Amongst those respondents who did report the anti-social behaviour they experienced in the past 12 months to the Council and who were able to form an opinion, a larger proportion (thirteen) were dissatisfied than satisfied (nine) with the way their complaint was dealt with. Similarly, nine of the respondents were satisfied with the outcome of their anti-social behaviour complaint and thirteen were dissatisfied.

Q60 How satisfied or dissatisfied were you with the‌?

Very Fairly Base satisfied satisfied Way your anti-social behaviour complaint was 26 6 3 dealt with Final outcome of your anti25 5 4 social behaviour complaint

Neither nor

Fairly dissatisfied

Very dissatisfied

4

4

9

3

4

9

53

11.

RENT, VALUE FOR MONEY AND WELFARE BENEFITS

11.1

Value for money (Q61/62)

9 in 10 respondents (90%) said the rent for their property represented very or fairly good value for money compared to 7% who said it was neither good nor poor and 3% who rated it very or fairly poor value. Compared to the 2013 survey the proportion of respondents of the opinion that their rent represents very or fairly good value for money has increased significantly from 76% to 90%.

Respondents who felt their rent did not represent good value for money were then asked why they felt that way. Just under half of respondents (47%) said they were unsure as their rent was paid for them, 16% said their rent was too high and keeps increasing and 12% said their rent did not represent good value for money as their home was in poor condition.

Q62 Why do you say that?

Base: Respondents who were not satisfied, n=89 Don't know/ don't pay rent/ paid for me

No

%

42

47.2%

It is too high/ keeps increasing

14

15.7%

Poor condition of home

11

12.4%

Too expensive for the area

9

10.1%

Poor value for the services that we receive

9

10.1%

Too expensive for size of property

6

6.7%

Home is in need of repairs

2

2.2%

Other

1

1.1%

54

11.2

Awareness of Welfare Reform Act (Q63)

Just under 6 in 10 respondents (58%) said they had heard about the Welfare Reform Act 2012, or Universal Credit. Since 2013 the proportion of respondents aware of the Welfare Reform Act 2012 or Universal Credit has decreased significantly from 93% to 58%.

55

11.3

Impact of the Welfare Reform Act (Q64/65)

Just under 3 in 4 respondents (72%) said they have not been or do not expect to be affected by the Welfare Reform Act or Universal Credit. Compared to the 2013 results, the proportion of respondents who said they have not been or do not expect to be affected by the Welfare Reform Act or Universal Credit has decreased from 85% to 72%.

Of those who said they have been affected by the introduction of the Bedroom Tax or Universal Credit, 16% said they had been affected a lot and 71% said they had been affected a little.

56

11.4

Housing Benefit (Q66/67)

In terms of housing benefit, just over 4 in 10 respondents (45%) said their household does not receive any housing benefit, 43% said they received housing benefit for all the rent and 11% said they received housing benefit for some of the rent.

Just over half of respondents (52%) who were in receipt of full or partial housing benefit were aware that once they transfer to Universal Credit they will be responsible for paying their rent direct to Stirling Council Housing Services, compared to 48% who said they were unaware.

11.5

Help with benefits (Q68)

Those who said they have been affected by the introduction of Universal Credit were then asked if they would require assistance completing a benefits application online.

57

Just under 1 in 5 respondents (19%) said they would require this assistance compared to 81% of respondents who said they would not.

11.6

Awareness of the Income Maximisation Officer (Q69)

Just over half of respondents (51%) were aware that the Council provides an Income Maximisation Officer. The proportion of respondents aware that the Council provides an Income Maximisation Officer has increased significantly since the 2013 survey, increasing from 36% to 51%.

58

11.7

Using the service (Q70/71)

26% of respondents aware of the Income Maximisation Officer said they had used the service in the past.

Almost all respondents who used the Income Maximisation Officer said the service helped them (98%).

59

11.8

Using the service in the future (Q72)

All respondents were then asked if they would be using the Income Maximisation service in the future due to changes in Welfare Reform, the Bedroom Tax or Universal Credit. Only 7% of respondents said they would use the service in the future.

60

12.

YOU AND YOUR HOUSEHOLD

12.1

Age and Gender (Q73/74)

More females were interviewed during the survey (65%) than males (35%). In terms of the age profile of respondents 19% were aged 16-34, 35% were aged 35-54, 36% were aged 55-74 and 9% were aged 75 and over.

Q74 Which of the following age bands do you fall into?

Base: All respondents, n=900 16-24

No

%

31

3.4%

25-34

142

15.8%

35-44

138

15.3%

45-54

179

19.9%

55-64

153

17.0%

65-74

171

19.0%

75+

83

9.2%

Prefer not to say

3

0.3%

12.2

Household composition (Q75)

In terms of household composition, just under 4 in 10 respondents lived as a single person (38%), 22% were couples with no children, 11% were three or more adults, 13% were one parent families and 13% were 2 parent families.

Q75 How would you describe the composition of your household?

Base: All respondents, n=900 One adult under 60

No

%

140

15.6%

One adult aged 60 or over

203

22.6%

Two adults, both under 60

102

11.3%

Two adults, at least one 60 or over

97

10.8%

Three or more adults, 16 or over

95

10.6%

1 parent family with children, at least one under 16

120

13.3%

2 parent family with children, at least one under 16

121

13.4%

Other

18

2.0%

Prefer not to say

4

0.4%

61

12.3

Occupational status (Q76)

Just over 3 in 10 respondents (34%) were in full or part time employment, 30% were retired, 14% were long term sick or disabled, 5% were unemployed and 13% were looking after the family.

Q76 Which of the following best describes your status?

Base: All respondents, n=900 Employee in full time job (30 hours or more per week)

No

%

199

22.1%

Employee in part time job (less than 30 hours per week)

104

11.6%

8

0.9%

Self-employed - full or part time Unemployed and available for work

46

5.1%

Wholly retired from work

273

30.3%

3

0.3%

Looking after family/home

121

13.4%

Permanently sick/disabled

126

14.0%

Doing something else

17

1.9%

Prefer not to say

3

0.3%

Full time education at school, college or university

12.4

Length of tenancy (Q77)

Just under 1 in 10 tenants (9%) said they had been a tenant with Stirling Council Housing Service for less than 2 years, 32% said they had been a tenant for more than 2 years but less than 10 and 27% of respondents said they had been a tenant with their landlord for more than 10 years but less than 21. 33% of respondents said they had been a tenant for more than 21 years.

62

12.5

Ethnicity (Q78)

In terms of ethnicity almost all respondents were of Scottish ethnicity (96%).

Q78 Which of the following best describes your ethnicity?

Base: All respondents, n=900 Scottish

No

%

862

95.8%

Other British

18

2.0%

Polish

13

1.4%

Any other white background

5

0.6%

Indian

1

0.1%

Chinese

1

0.1%

12.6

Disability (Q79/80)

3 in 10 respondents (30%) said they considered themselves to have a disability.

63

Two thirds of respondents (66%) who considered themselves to have a disability said their support needs were met in order for them to keep their tenancy with the Council.

64

13.

CONCLUSIONS

13.1

Areas of high performance

The results of the 2016 survey reveal that, in general, Stirling Council Housing Service is performing to a high standard. The following points show the key highlights where satisfaction is high or increased since the 2013 survey  Satisfaction with the overall service provided by Stirling Council Housing Service is high with 93% satisfaction;  Where respondents visited the website, almost all (98%) found it very or fairly useful;  Of the tenants who read the newsletter, 95% were of the opinion that is was very or fairly good at keeping them informed about things that might affect them as a tenant. The proportion of tenants who rated the newsletter very or fairly good at keeping them informed has increased from 89% in 2013 to 95%;  The majority of tenants were satisfied that the Council keeps tenants well informed (92%);  Tenants had a good opinion on the range of opportunities available to them to participate in their landlord’s services and decisions (91%);  In terms of listening and acting upon tenants views, 84% of respondents said they were very or fairly satisfied. The results have significantly increased since the 2013 survey, increasing from 68% to 84%;  91% of respondents were very or fairly satisfied with how Stirling Council Housing Service deals with enquires. Since 2013 satisfaction has increased by 12 percentage points increasing from 79% to 91%;  In terms of contacting the Council, all aspects of customer care have seen an increase in satisfaction since the 2013 survey. The largest increase can be seen in terms of the ease of getting a hold of the right person which has increased by 9 percentage points from 70% in 2013 to 79% in 2016;  Where tenants had contacted the Council, just under 8 in 10 respondents (79%) were very or fairly satisfied with the final outcome of their enquiry.

Compared to the 2013 survey results, satisfaction has increased significantly increasing from 66% in 2013 to 79%;  In terms of the repairs service, satisfaction was very high in terms of the attitude of the workers (97%), keeping dirt and mess to a minimum (96%) and being told when workers would call (94%);  The proportion of tenants who were very or fairly satisfied with the planned or cyclical maintenance carried out by their landlord has increased since the 2013 survey, increasing from 67% to 76%;

65

 In terms of major works, satisfaction was very high in terms of all aspects.

Satisfaction ranged from 99% in terms of the major works overall to 93% in terms of the works being done right first time;  The proportion of tenants very or fairly satisfied with the quality of their home has increased significantly since the 2013 survey, increasing from 81% in 2013 to 91% in 2016;  Throughout the survey it was evident that the neighbourhood was an area of high satisfaction with 91% being satisfied with the maintenance of open spaces in the neighbourhood, 80% being satisfied with the maintenance of common areas and 92% being satisfied with the overall management of the neighbourhood;  Almost all respondents (96%) said they were very or fairly satisfied with their town or village as a place to live (96%);  In terms of neighbourhood problems, all problems have seen an increase in tenants stating not a problem;  The proportion of tenants who were of the opinion that their rent represented very or fairly good value for money has increased significantly since the 2013 survey, increasing from 76% to 90%;  Almost all respondents who used the Income Maximisation Officer said they service helped them (98%).

13.2

Areas for consideration

The following points have been made to highlight key areas where there is room for improvement in terms of the Council’s current service offering. In particular, areas of low satisfaction and low awareness have been highlighted as potential areas which would benefit from future action planning:  Only 1% of individuals said they had made reference to their ‘Welcome to your home’ DVD in the past 12 months;  Just under 3 in 10 respondents (26%) who said they had internet access, had accessed the Council’s website.  Awareness of paying rent via Stirling Council’s website was low, with just over two thirds of respondents with internet access being aware of this (67%).  3 in 4 respondents were aware of ways they could get involved in their landlord’s decision making processes (75%).  Where respondents used the complaints procedure, 9 out of 12 respondents were very or fairly dissatisfied with the process.  Just over 3 in 4 respondents (76%) felt it was acceptable that emergency repairs are carried out within 24 hours.

66

 The top three neighbourhood issues which were perceived as being the biggest concern for residents in their neighbourhood were dog fouling or dog mess (28% stating major or minor problem), rubbish or litter (22%) and car parking (15%).  7 in 10 respondents (70%) said they feel very or fairly safe in their neighbourhood after dark.  The number of tenants aware of the Welfare Reform Act or Universal Credit has decreased since 2013, decreasing from 93% to 58%.  Just over half of respondents (52%) were aware that once they transfer to Universal Credit they are responsible for paying their rent directly to Stirling Council.  Awareness of the Income Maximisation Officer was low with 51% of respondents being aware that the Council provides the service.

67

Appendix 1 Survey Questionnaire

68

ID Number:

Project number Project name

P816 Stirling Council Tenant Satisfaction Survey 2016

Respondent name Record in capitals Address Record in capitals

Postcode Record in capitals

Telephone Number [INTERVIEWER: CLOSE INTERVIEW BY READING OUT STATEMENT] “Thank you very much for your help. Can I assure you once again that the information you have given will be treated as absolutely confidential and will only be used for the purposes of genuine market research.”

INTERVIEWER DECLARATION: I declare that this interview was carried out according to instructions, within the Market Research Society’s Code of Conduct, and that the respondent was not previously known to me.

Interviewer No:

Name:

Questionnaire No On quota:

Signature:

Edited by:

Duration

Date:

Backchecked by: 69

Stirling Council Housing Service Tenant Satisfaction and Aspiration Survey 2016

Housing Management Area / Ward: Stirling Council Bannockburn Ward Castle Ward Dunblane & Bridge Of Allan Ward Forth & Endrick Ward Stirling East Ward Stirling West Ward Trossachs & Teith Ward

Monitor Quota

1 2 3 4 5 6 7

Property type: Monitor Quota

House Own door flat Flat in close Bungalow

1 2 3 4

Introduction: Good morning / afternoon / evening, my name is … and I’m from Research Resource. We are carrying out a survey on behalf of Stirling Council Housing Service. Can I speak to Named contact.

Following the introduction of the Scottish Social Housing Charter, landlords have to take into account tenants views when making decisions. The aim of the survey is to find out what people think of the homes and services provided by your landlord and to collect information that will assist them in planning how services are delivered in the future.

Everyone who takes part in the survey will be eligible to be entered into a prize draw to win . . .one of three prizes of £50. Would you be willing to take part in the survey? Depending on how many of the questions are relevant to you the questionnaire will take about 20 minutes to complete. All your answers will be treated in the strictest confidence and will not be passed back to your landlord, or to any other organisation, without your permission.

If necessary: If you want to check that Research Resource is a genuine market research agency please call the Market Research Society on 0500 396 999 during office hours only.

Contact details: Alison McMaster, Service Development Officer. Tel: 01786 237692 or Contact Centre Tel: 01786 404040; Email: McMasterA@stirling.gov.uk

70

Section 1: The overall service provided Q1. (Ind1) Taking everything into account, how satisfied or dissatisfied are you with the

overall service provided by Stirling Council Housing Service as your landlord?

Show card 1 and code one only 1

Very satisfied

Go to Q3

2

Fairly satisfied

Go to Q3

3

Neither satisfied nor dissatisfied

4

Fairly dissatisfied

5

Very dissatisfied

6

Don't know /No opinion

Q2. (New) Why do you say that?

Write in verbatim

Q3. (New) Of the following, which three should your landlord give most priority to? Show

card 2 and code no more than three 1 Keeping tenants informed 2

Making improvements to the existing stock of housing

3

Listening to tenants’ views and acting upon them

4

Repairs and maintenance

5

Dealing with anti-social behaviour

6

Maintaining the neighbourhood where you live

7

Ensuring the rent charged represents good value for money

8

Providing / building more affordable homes in the area for people to rent

9

Don’t know

10 None of the above

Keeping Tenants Informed Read out: I’d now like to ask some questions about how your landlord keeps you informed.

71

Q4.(Q40) Have you used or made reference to your "Welcome to your Home" DVD in the

past 12 months?

1 Yes 2

No

Go to Q7

3

Don’t know

Go to Q7

Q5.(Q39) How useful did you find the “Welcome to your Home” DVD?

1

Very useful

2

Fairly useful

3

Not that useful

4

Not useful at all

5

Don’t know

Q6.(New) How could it be improved or would you prefer to receive this information in

another way?

Write in verbatim

Q7.(New) Do you have access to, and use, the internet in any of the following ways?

1

Internet access using a smartphone or tablet using a mobile signal

2

Internet access using a tablet using home broadband

3

Internet access using a laptop or PC using home broadband

4

Internet access using public access terminals, e.g. at library

5

Access to the internet in some other way (please specify)

6

Do not have access to the internet

Go to Q8

Go to Q12

72

Q8.(Q47) Have you visited your landlord’s website in the past 12 months for any of the

following reasons?

Read out and code all that apply. After each response ask: Anything else?

1 Looking up information about the housing services 2

Reporting a repair

3

Paying rent via Allpay internet payments.

4

How to pay your rent

5

Something else (please specify)

Go to Q9

6

Have not visited website

Go to Q11

Q9.(New) How useful was the website? Show card 4 and code one only

1

Very useful

2

Fairly useful

3

Not that useful

4

Not useful at all

5

Don’t know

(New) How could your experience of using the website have been improved?

Write in verbatim

Q10.

1

(New) Do you know you can pay your rent via Stirling Council’s website?

Yes

2

No

Q11.

73

Did you read the last issue of the newsletter Open Door? [INTERVIEWER: SHOW NEWSLETTER] 1 Yes - Fully

Q12.

2

Yes – Flicked though it

3

No – Have received it but not read it

Go to Q14

4

No – Have not received it

Go to Q14

5

Don’t know

Go to Q14

(New) How good is Open Door at keeping you informed about things that might affect you as a tenant? Show card 3 and code one only 1 Very good

Q13.

2

Fairly good

3

Neither good nor poor

4

Fairly poor

5

Very poor

(Ind3) How good or poor do you feel Stirling Council Housing Service is at keeping you informed about their services and decisions? Show card 3 and code one only 1 Very good Go to Q16

Q14.

2

Fairly good

3

Neither good nor poor

4

Fairly poor

5

Very poor

Go to Q16

(New) Why do you say that?

Write in verbatim

Q15.

74

Tenant Participation Were you aware that you could get involved or participate in Stirling Council Housing Service’s decision making processes in any of the following ways?

Showcard and code all that apply

Q16.

1

Responding to postal / online surveys on specific issues e.g. rent consultation

2

Becoming a member of the Tenant Panel

3

Taking part in Estate Walkabouts

4

Becoming an armchair critic

5

Becoming part of the Open Door editorial panel

6

Taking part in ad hoc focus groups

7

Taking part in Registered Tenants Organisation meetings

8

Becoming a tenant inspector

9

Becoming a member of the Housing Advisory Group

10 Not aware of any of the ways listed above to get involved or to participate

(Ind6) How satisfied or dissatisfied are you with opportunities given to you to participate in decision making processes? Show card 1 and code one only 1 Very satisfied Go to Q19

Q17.

2

Fairly satisfied

3

Neither satisfied nor dissatisfied

4

Fairly dissatisfied

5

Very dissatisfied

Go to Q19

(New) Why do you say that?

Write in verbatim

Q18.

75

(QRS23) (New) Which of these best describes your preferred level of involvement in your landlord’s work? Read out and code one only 1 Happy just to be kept informed

Q19.

2

Would like to have a say

3

Would like to be involved in making decisions

4

Don’t know

(New) How satisfied or dissatisfied are you with the way Stirling Council Housing Service listens to your views and acts upon them? Show card 1 and code one only 1 Very satisfied

Q20.

2

Fairly satisfied

3

Neither satisfied nor dissatisfied

4

Fairly dissatisfied

5

Very dissatisfied

6

Don’t know

Contacting the landlord Read: The next questions are about contacting Stirling Council Housing Service.

(New/Q42) Which of the following ways do you use to contact Stirling Council Housing Service? Show card 11 and code all that apply. After each response ask: Any other?

1 E-mail

Q21.

2

Telephone

3

Text

4

In writing

5

Social media (Facebook)

6

Visit to the office

7

Face to face contact with Housing Officer / Warden / other member of staff

8

Other

9

Don’t know

76

(New/Q42) Which of the following ways would you be prepared to use in the future to contact Stirling Council Housing Service? Show card 11 and code all that apply. After each response ask: Any other?

1 E-mail

Q22.

2

Telephone

3

Text

4

In writing

5

Social media (Facebook, Twitter)

6

Visit to the office

7

Face to face contact with Housing Officer / Warden / other member of staff

8

Other

9

Don’t know

(New/Q33) Generally, how satisfied or dissatisfied are you with the way Stirling Council Housing Service deals with enquiries?

Show card 1 and code one only 1 Very satisfied

Q23.

2

Fairly satisfied

3

Neither satisfied nor dissatisfied

4

Fairly dissatisfied

5

Very dissatisfied

6

Don’t know

(New) Have you contacted Stirling Council Housing Service in the past 12 months?

Code one only 1 Yes

Q24.

2

No

Go to Q31

3

Don’t know

Go to Q31

77

(New) Can you briefly explain what the main reason for your contact was? code one only 1 To report a repair

Q25.

2

To pay my rent

3

To discuss my rent account

4

To apply to for a transfer/ mutual exchange

5

To discuss housing benefit

6

Problems with neighbours

7

Environmental problems

8

Discuss improvements to my home

9

Other (please specify)

1

(New) Was getting hold of the right person . . .? Read out and code one only Easy

2

Neither easy nor difficult

3

Difficult

4

Don’t know

Q26.

1

(New) Did you find the staff . . . ? Read out and code one only Helpful

2

Neither helpful nor unhelpful

3

Unhelpful

4

Don’t know

Q27.

1

(New) Was your query answered in a reasonable time? Code one only Yes

2

No

3

Don’t know

Q28.

78

(New) How satisfied or dissatisfied were you with the final outcome of your query? Show card 1 and code one only 1 Very satisfied

Q29.

2

Fairly satisfied

3

Neither satisfied nor dissatisfied

4

Fairly dissatisfied

5

Very dissatisfied

6

Don’t know

(New) Read: Based on the service you have received from Stirling Council Housing Services as your landlord, how do you feel the service you receive from Stirling Council compares with the service you receive from other big suppliers of services (e.g. power companies, etc.)

1 A lot better

Q30.

2

A little better

3

About the same

4

A little worse

5

A lot worse

Complaints (QF6) If you were unhappy about any aspect of the services provided by your landlord, would you know how to complain?

1 Yes

Q31.

2

No

Go to Q34

3

Don’t know

Go to Q34

1

(QF7) Have you used the complaints procedure in the past 12 months?

Yes (can you briefly describe the nature of the complaint?)

Go to Q33

2

No

Go to Q34

3

Don’t know

Go to Q34

Q32.

79

(QF8) How satisfied or dissatisfied were you with the complaints process?

Show card 1 and code one only 1 Very satisfied

Q33.

2

Fairly satisfied

3

Neither satisfied nor dissatisfied

4

Fairly dissatisfied

5

Very dissatisfied

6

Don’t know

Moving into a new home Read: I would now like to ask you some questions about your home.

(Ind9) Did you move into this property within the last year, that is since {MONTH, YEAR}?

Code one only

Q34.

1

Yes

2

No

Go to Q36

(New) Taking everything into account, how satisfied or dissatisfied were you with the allocations process? By this we mean the process through which your home was allocated to you. Show card 1 and code one only 1 Very satisfied

Q35.

2

Fairly satisfied

3

Neither satisfied nor dissatisfied

4

Fairly dissatisfied

5

Very dissatisfied

Repairs, Maintenance and Housing Quality Read: The next section of the questionnaire is about repairs, maintenance and housing quality in your home.

Q36.

(Ind16) Have you had any reactive (day to day) repairs carried out in this property in the last 12 months?

Code one only 1

Yes

2

No

Go to Q40

80

(Ind16) Thinking about the LAST time you had reactive repairs carried out, how satisfied or dissatisfied were you with the repairs service provided by Stirling Council Housing Service?

Show card 1 and code one only

Q37.

1

Very satisfied

Go to Q39

2

Fairly satisfied

Go to Q39

3

Neither satisfied nor dissatisfied

4

Fairly dissatisfied

5

Very dissatisfied

Q38.

(New) Why do you say that? Write in verbatim

81

(New) Thinking about the last completed day to day repair, how satisfied or dissatisfied were you with the following? Show card 1 and read out each aspect Aspect Very Fairly Neither Fairly Very satisfied satisfied satisfied dissatisfied dissatisfied nor dissatisfied

Q39.

1

Being told when workers would call

1

2

3

4

5

2

Being able to make an appointment

1

2

3

4

5

3

The work being done at a time slot that suited you

1

2

3

4

5

4

The time taken before work started

1

2

3

4

5

5

The speed of completing the work

1

2

3

4

5

6

The attitude of the workers

1

2

3

4

5

7

The overall quality of the work

1

2

3

4

5

8

Keeping dirt and mess to a minimum

1

2

3

4

5

9

The repair being done ‘right first time’

1

2

3

4

5

Read: Before work is instructed Stirling Council will assess and categorise the repair into one of the following:-

Q40.

Emergency - this is where the repair issue may cause a serious danger to health and safety or to the structure of the building. It will apply where failure to respond quickly to a repair would cause deterioration. Target: within 24 hours.

82

Appointments – this is where a repair is of a routine nature but requires attention earlier than the next maintenance programme. Target: first available appointment for the required trade within 7 working days.

Non-appointed routine repair – this is where no access to the property is required and there are no shared costs for the repair. Target: within 20 working days.

Shared responsibility repairs – this is where the costs of a non-appointed routine repair is not solely the responsibility of the council and will require the Council to communicate with other responsible parties (e.g. Owners). Target: within 20 days of reaching agreement with the owners.

Read out and code one for each (SC) Stirling Council Emergency repairs, within 24 hours Appointments, within 7 days Non-appointed routine repairs, within 20 days Shared responsibility repairs, within 20 days of reaching agreement with the owners.

Acceptable 1 1 1

Unacceptable 2 2 2

Don’t know 3 3 3

1

2

3

Read: Stirling Council also undertakes planned or cyclical maintenance on the homes it is responsible for. This is where they plan external Maintenance Repairs such as renewals to rainwater goods, fascia, soffits, paths and external painted surfaces etc. They work out the plan by externally inspecting properties to collate and analyse the information gathered. The Cyclical Maintenance is on a 7 year cycle and this is then worked into phases for the year ahead.

(New) How satisfied or dissatisfied are you with the planned or cyclical maintenance carried out by your landlord? Show card 1 and code one only 1 Very satisfied

Q41.

2

Fairly satisfied

3

Neither satisfied nor dissatisfied

4

Fairly dissatisfied

5

Very dissatisfied

6

Don’t know

83

Which, if any, of the following major works have been carried out at your property in the past 12 months? Read out and code all that apply Q43.

[FOR EACH THAT HAVE BEEN CARRIED OUT] How would you rate the improvement/s that has / have been made to your home?

Show card 3 Q42.

Improvement

Q42 Have been carried out

Q43 Very good

Fairly good

Neither good nor poor

Fairly poor

Very poor

Don’t know

1

New kitchen

1

1

2

3

4

5

6

2

New bathroom

2

1

2

3

4

5

6

3

Electrical rewire

3

1

2

3

4

5

6

4

New central heating

4

1

2

3

4

5

6

5

New windows

5

1

2

3

4

5

6

6

New exterior door/s

6

1

2

3

4

5

6

7

New roofs

7

1

2

3

4

5

6

8

Rough casting

8

1

2

3

4

5

6

9

Insulation

9

1

2

3

4

5

6

10 External Insulation

10

1

2

3

4

5

6

13 None

11

Go to Q45

84

(New)Thinking about the completed works, how satisfied or dissatisfied were you with the following? Show card 1 and read out each aspect Aspect Very Fairly Neither Fairly Very Don’ satisfie satisfie satisfied dissatisfie dissatisfie t d d nor d d kno dissatisfie w d

Q44.

1 Being told when workers would call

1

2

3

4

5

6

2 The time taken to complete the work

1

2

3

4

5

6

3 The attitude of the workers

1

2

3

4

5

6

4 The overall quality of the work

1

2

3

4

5

6

5 Keeping dirt and mess to a minimum

1

2

3

4

5

6

6 The care shown for your home and possession s

1

2

3

4

5

6

7 The work being done ‘right first time’

1

2

3

4

5

6

8 The major works overall

1

2

3

4

5

6

85

Q45.

(Ind10) Overall, how satisfied or dissatisfied are you with the quality of your

home?

Show card 1 and code one only 1

Very satisfied

Go to Q47

2

Fairly satisfied

Go to Q47

3

Neither satisfied nor dissatisfied

4

Fairly dissatisfied

5

Very dissatisfied

(New) Why do you say that?

Write in verbatim

Q46.

Q47.

(QRS6) Is the heating and hot water system in your home easy or difficult to

use?

1 Easy 2

Neither easy nor difficult

3

Difficult

4

Don’t know

Satisfaction with the neighbourhood Read: I would now like to ask you some questions about the local neighbourhood.

86

(Q16/Q17) How satisfied or dissatisfied are you with the maintenance of . . .

Show card 1 and code one for each row

Q48.

Very satisfied

Fairly satisfied

Neither satisfied nor dissatisfied

Fairly dissatisfied

Very dissatisfied

Don’t know

Not applicable

Open spaces in the neighbourhood

1

2

3

4

5

6

7

Common areas, such as drying greens, rubbish collection areas and closes

1

2

3

4

5

6

7

(Ind17) Overall, how satisfied or dissatisfied are you with Stirling Council Housing Service’s management of the neighbourhood you live in? Show card 1 and code one only 1 Very satisfied Go to Q51

Q49.

2

Fairly satisfied

3

Neither satisfied nor dissatisfied

4

Fairly dissatisfied

5

Very dissatisfied

Go to Q51

Q50.

(New) Why do you say that? Write in verbatim

Q51.

(QRS9) How satisfied or dissatisfied are you with the town or village you live

in?

Show card 1 and code one only 1

Very satisfied

2

Fairly satisfied

3

Neither satisfied nor dissatisfied

4

Fairly dissatisfied

5

Very dissatisfied

87

(QRS10) What, if anything, do you particularly like about the town or village you live in? Do not prompt, code one only 1 Quiet / peaceful

Q52.

2

Small / close community

3

Nice place to live

4

Good for children

5

Location

6

Born here / where I belong

7

Other Please specify

8

Nothing

9

Don’t know

(QRS11) What, if anything, do you particularly dislike about the town or village you live in? Do not prompt, code one only.

1 Lack of transport

Q53.

2

Lack of shops

3

Lack of amenities

4

Busy main roads

5

Lack of facilities for teenagers

6

Lack of children’s facilities

7

Lack of leisure facilities / activities

8

Cost of transport

9

Other Please specify

10 Nothing 11 Don’t know

(New) In the last three years, would you say your neighbourhood has improved or declined? Show card 7 and code one only 1 Greatly improved

Q54.

2

Slightly improved

3

Stayed the same

4

Slightly declined

5

Greatly declined

6

Don’t know

88

(New) To what extent are any of the following a problem in your neighbourhood?

Show card 8 and read out problems Problems Major Minor Not a Don’t problem problem problem know

Q55.

1

Car parking

1

2

3

4

2

Rubbish or litter

1

2

3

4

3

Noisy neighbours

1

2

3

4

4

Dog fouling / dog mess

1

2

3

4

5

Other problems with pets and animals

1

2

3

4

6

Disruptive children / teenagers

1

2

3

4

7

Racial or other harassment

1

2

3

4

8

Drunk or rowdy behaviour

1

2

3

4

9

Vandalism and graffiti

1

2

3

4

10 People damaging your property

1

2

3

4

11 Drug use or dealing

1

2

3

4

12 Abandoned or burnt out vehicles

1

2

3

4

13 Other crime

1

2

3

4

14 Noise from traffic

1

2

3

4

15 Any other problems (please specify)

1

2

Q56.

(New) How safe or unsafe do you feel when outside in your local neighbourhood

...

Show card 9 and read out times of day, code one each row Very safe

Fairly safe

Neither safe nor unsafe

Fairly unsafe

Very unsafe

Don’t know

After dark

1

2

3

4

5

6

During the day

1

2

3

4

5

6

89

(New) Have you experienced any anti-social behaviour in the past 12 months?

Code one only 1 Yes

Q57.

2

No

Go to Q61

3

Don’t know

Go to Q61

(New) Have you reported anti-social behaviour to Stirling Council Housing Services in the past 12 months? Code one only 1 Yes Go to Q60

Q58.

2

No

Go to Q59

3

Don’t know

Go to Q61

(New) Why did you not report the anti-social behaviour to Stirling Council Housing Services?

Show card 10 and code all that apply. After each response ask: Anything else?

Q59.

1

Did not want to get involved

2

Did not know who or where to report the problem to

3

Did not feel anything would be done

4

Fear of reprisals

5

Some other reason – Please specify

6

Don’t know

Go to Q61

90

(New) How satisfied or dissatisfied were you with the . . .

Show card 1 and code one for each row

Q60.

Very satisfied

Fairly satisfied

Neither satisfied nor dissatisfied

Fairly dissatisfie d

Very dissatisfied

Don’t know

Way your antisocial behaviour complaint was dealt with

1

2

3

4

5

6

Final outcome of your antisocial behaviour complaint

1

2

3

4

5

6

Rent, Value for Money and Welfare Benefits Read: I now have some questions about rent, value for money and Welfare Reform.

(Ind29) Taking into account the accommodation and the services Stirling Council Housing Services provides, do you think that the rent for this property represents good or poor value for money? Is it . . . Show card 3 and code one only 1 Very good Go to Q63

Q61.

2

Fairly good

3

Neither good nor poor

4

Fairly poor

5

Very poor

Q62.

Go to Q63

(New) Why do you say that? Write in verbatim

91

(New) Before I spoke to you today, had you heard of the Welfare Reform Act 2012, ‘or ‘Universal Credit’? Code one only 1 Yes

Q63.

2

No

3

Don’t know

(New) Have you been affected by, or do you expect the Welfare Reform Act 2012, or ‘Universal Credit’ to have an affect on you and your household? Code one only 1 Yes

Q64.

2

No

Go to Q66

3

Don’t know

Go to Q66

(New) If yes, to what extent have you been affected by the Bedroom Tax’ or ‘Universal Credit’ 1 A lot

Q65.

2

A little

3

None

4

Don’t know

(New) Does your household currently receive Housing Benefit or Universal Credit Housing costs.(either paid to you, or directly to your landlord). . .

Read out and code one only

Q66.

1

For all of the rent?

2

For some of the rent?

3

Household does not receive Housing Benefit

Go to Q69

4

Don’t know

Go to Q69

Read: Currently, If you are entitled to help towards your rent it is paid directly to Stirling Council Housing Services in the form of Housing Benefit.

(New) Were you aware that once you transfer to Universal Credit the amount paid to cover your housing costs will be paid to you and you will be responsible for paying your rent directly to Stirling Council Housing Services?

1 Yes

Q67.

2

No

3

Not applicable

92

(New) With the introduction of Universal Credit most benefit applications in the future will be done via the internet (on-line). Would you need assistance from a member of staff with the completion of benefit applications on-line?

1 Yes

Q68.

2

No

Read: Stirling Council employs an Income Maximisation Officer who offers free and confidential advice to tenants on a range of welfare benefits, household budgeting and paying fuel bills.

(QF9 / QRS31) Before I spoke to you today, were you aware that Stirling Council provides this service?

1 Yes

Q69.

2

Q70.

No

(QF10 / QRS32) Have you ever used this service?

1

Yes

2

No

1

(QF11 / QRS33) Did using the service help you?

Yes

2

No

Q71.

Go to Q72

Go to Q72

(New) Do you think you will be using Stirling Council's Income Maximisation service in the future due to changes in Welfare Reform, the Bedroom Tax or Universal Credit?

1 Yes

Q72.

2

No

3

Don’t know

93

You and your household Read: The final questions are about you and your household. This information will be kept confidential by Research Resource and can only be passed on to Stirling Council Housing Services with your permission. The questions have been included to help us analyse the responses from all survey respondents to the other questions you have been asked today.

Q73.

(Q55) Code gender 1

Male

2

Female

(Q56) Which of the following age bands do you fall into?

Show card 13

Q74.

1

16-24

2

25-34

3

35-44

4

45-54

5

55-64

6

65-74

7

75+

8

Prefer not to say

(New/Q58) How would you describe the composition of your household? Show card 14 1 One adult under 60

Q75.

2

One adult aged 60 or over

3

Two adults, both under 60

4

Two adults, at least one 60 or over

5

Three or more adults, 16 or over

6

1 parent family with children, at least one under 16

7

2 parent family with children, at least one under 16

8

Other

9

Don’t know

10 Prefer not to say

94

1

(New/Q59) Which of the following best describes your status? Show card 15 Employee in full time job (30 hours or more per week)

2

Employee in part time job (Less than 30 hours per week)

3

Self-employed – full or part time

4

Government supported training

5

Unemployed and available for work

6

Wholly retired from work

7

Full time education at school, college or university

8

Looking after family / home

9

Permanently sick / disabled

Q76.

10 Doing something else 11 Prefer not to say (New) How long have you / your household been a tenant with this landlord?

Code one only 1 Under 1 year

Q77.

2

1 – 2 years

3

3 – 5 years

4

6 – 10 years

5

11 – 20 years

6

21+ years

7

Don’t know

95

Q78.

(Ind2) Which of the following best describes your ethnicity? Show card 16 White

1

Scottish

2

Other British

3

Irish

4

Gypsy / Traveller

5

Polish

6

Any other white background

7

Mixed or multiple ethnic background Asian, Asian Scottish, Asian British

8

Indian

9

Pakistani

10 Bangladeshi 11 Chinese 12 Any other Asian background Black, Black Scottish, Black British 13 Caribbean 14 African 15 Any other black background Other ethnic background 16 Arab, Arab Scottish, Arab British 17 Any other groups 18 Prefer not to say

(Ind2) Do you consider yourself to have a disability?

Code one only 1 Yes

Q79.

2

No

Go to Q81

3

Prefer not to say

Go to Q81

96

Are any support needs you may have being met in order for you to keep you tenancy with the Council?

1 Yes

Q80.

2

No

3

Prefer not to say

Read: Stirling Council Housing Services would like to ensure that the information it has about you and your household is up to date and they would appreciate having access to the answers to the questions you have just answered about yourself and your household.

(New) Do you give permission to Research Resource to pass on your answers about you and your household (Q73 to Q80) to Stirling Council Housing Services

Q81.

1

Yes

Read: Research Resource will pass on your answers to Q73 to Q80 to Stirling Council Housing Services. All your other answers will remain confidential.

2

No

Read: Your answers to these and all other questions will be kept confidential by Research Resource

Q82.

Finally, would you like to be entered into the Prize Draw where you could win one of three prizes of ÂŁ50

1

Yes

2

No

Read: You will now be entered in the Prize Draw which Research Resource will hold on behalf of your landlord.

Thank and close: Thank you for completing the survey. Just to remind you my name is XXXX and I have been calling from Research Resource

97

Appendix 2 Technical Report Summary

98

TECHNICAL REPORT SHEET – QUANTITATIVE RESEARCH Project number

P816

Project name

Stirling Council Tenant Satisfaction Survey 2016 The aim of the research was to seek tenants’ views on the services that Stirling Housing Services provides and how well it performs these services and to help identify areas where the service can be improved. Specifically the research was designed to provide customers views on the following:  The customer care/ service delivery provided by Stirling Council;  Awareness of services provided;  Delivery of office services;  Satisfaction with properties and how they are maintained;  Priorities for improvement or change  Satisfaction with estate management.

Objectives of the research

Target group

Tenants of the Council

Target sample size

Achieve data accurate to +/- 3%

Achieved sample size

Date of fieldwork

A total of 900 interviews were achieved from a population of 5547 tenants representing data accurate to +/- 2.99% based upon a 50% estimate at the 95% confidence level.

Interviewing took place between the 23rd May and 24th June 2016

Sampling method

Interviews spread across organisation stock.

Data collection method

Interviews were undertaken with the tenant or their partner on a face to face basis. All responses were recorded on a paper questionnaire and the data entered into a survey analysis package by a team of data processors.

Response rate and A total of 900 interviews were achieved from a population of definition and method of 5547 tenants representing a 16% response rate. how calculated Any incentives?

Prize draw to win one of 3X £50 cash prizes

99