Housing Advice Team - customer satisfaction

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Report of the Housing Advice Team Customer Survey December 2009

Complete survey Produced by Diane Hughes - Tenant participation assistant

Introduction The Housing Advice Team at Tamworth Borough Council is trained advisers who are available to assist on a wide variety of housing issues either by telephone or directly in person. You do not have to be a tenant of the council as the team have successfully offered advice and information on a range of housing problems to home owners or Housing Association tenants facing difficulties or at risk of loosing their homes. They will also signpost individuals to other agencies who can offer more specialist advice and assistance where appropriate.

Why was the survey conducted?

A range of housing information is available to tenants, home owners, housing association tenants and people joining our housing register from the housing advice team. Although this information is available it was recognised that improvements are needed to promote and inform our customers of the excellent work that the housing advice team provide on a daily basis.

How was the survey conducted?

The housing advice team customer survey was conducted in the following way; • Tenants who are currently on the Councils housing register. These were randomly selected from 2000 people (300 customers) • Individual’s randomly selected form the Council’s citizen panel who reside in Tamworth (100 customers) • Tenants off the tenant participation database of involvement. (136 customers) • Individuals stopped in the street or the reception area of Marmion House at Tamworth Borough Council (150 customers) • 224 responses received in total.

This enabled us to look at the surveys as a whole and individually across three lists to give us a good representative sample group; 1. Waiting list 2. Tenants of Tamworth Borough Council 3. Randomly selected individuals

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Summary of findings The following is a summary of the key findings from the housing advice teams’ customer survey: •

Although a high number of applicants 83% (185) knew that they could register to go on to the housing list or receive general housing advice 19% (135) many of the other 8 services on offer were known very little about.

•

8% (19) of all respondents stated that they were not aware of any of the services available from the housing advice team.

•

65% (146) of all respondents stated that they were not aware that the team could advise on homeless prevention.

•

80% (179) of all respondents did not know of the Tamworth Bond Scheme. It is important to note that not everyone is eligible for this scheme and that it is for people wishing to rent in the private sector and not for social housing.

•

59% (133) of all respondents stated that they were not aware that debt advice is available.

•

54% of all respondents stated that they did not know that the drop in services is available for basic housing advice.

•

81% (181) of all respondents stated that they did not know that you can book a detailed housing advice interview if required.

•

When asked if customers would use out of hours surgeries for advice from the housing advice team the results are very close. 43% (96) stated that they would use the services and 48% (108) stated that they would not use the out of hour’s surgeries if they were available.

•

63% (142) of respondents stated that they would not be interested in accessing the housing advice services away from Marmion House Council building.

•

58% (129) of respondents either strongly agreed or agreed that the housing advice team are offering a good range of information and services, whereas, 10% (22) either disagreed or strongly disagreed with this statement.

•

86% (193) of respondents stated that they are White British.

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Results of the customer service survey for the housing advice team Tamworth Borough Council Q1) the housing advice team offer the following range of information. Respondents were asked to tick all of the services that they were aware of.

• • • • • • • • • • •

Homeless prevention Housing register / application for housing General housing advice HomeSwapper Debt advice Governments Mortgage Rescue Scheme Tamworth Bond Scheme Specialist advice for young people Mediation services Signposting to other support services, for example, Citizens Advice Bureau None of the above.

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The housing advice team offer a range of information

Tenants

40

Random sampling

20 No ne of t he se

.

ion S ig se rv i np ces os tin gt oo t he rs er v ice s

ou ng ..

Me dia t

Sc he me on d

su pp ort f or y

hB

ge res cue

Mo rt g a

Ta mw o rt

.

De bt ad vic e

0

Sp ec iali st

What services are known about?

Waiting list

60

Ho me Sw ap pe r

H Ge H D Mo Ta Sp Me Sig No m e m e ous n ne om e ebt in ad rtgag wor ciali diatio npos e of ra l es Sw s vic tin t e t he n s p g r eg l ho h t a r s p s e g B e u u e s p r ev scu iste on sin er d S ppor rvice to oth e en g e r / t fo ad s tio a e c p h r v n ry pl i em ser c... ice ... e ..

80

Ho usi ng

Ho

100

rev en tio n r eg iste r/ a pp li ca t io Ge n ne ral ho us ing ad vic e

Number of responses

200 150 100 50 0

120

Ho me l es sp

Number of responses

The housing advice team offer a range of information

What services are known about?

Objective The objective, or outcome, of this question was asked to consider how many people were aware of the range of information the housing advice team could offer assistance on. If customers are currently on the housing register it is important not to assume that they are aware of all the services on offer.

Findings 224 respondents completed the surveys that are on the current Tamworth borough council’s waiting list registered for housing.

32% of respondents (72) stated that they were aware of the homeless prevention advice on offer.

83% of respondents (185) stated that they were aware of the housing register that was available to apply for housing.

60% of respondents (135) stated that they were aware that they could receive general housing advice.

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54% of respondents (121) stated that they were aware of the Homeswapper advice on offer which is available for all social housing tenants who want to move home.

27% of respondents (60) stated that they were aware that the housing advice team offer debt advice.

10% of respondents (23) stated that they were aware that the housing advice team could offer advice on the government’s mortgage rescue scheme if required.

19% of respondents (42) stated that they were aware of the Tamworth Bond Scheme.

17% of respondents (39) stated that they were aware of specialist support for young people.

20% of respondents (44) stated that they were aware of mediation services.

41% of respondents (91) stated that they were aware that the housing advice team could offer signposting to other services, for example, Citizens Advice Bureau.

8% of respondents (19) stated that they were not aware of any of the services available from the housing advice team.

Q2) homeless prevention is when the advisers will do all that they can to help people remain in their own homes and work through their difficulties. Respondents were asked if they knew this service existed.

Objective The housing advice team offer advice on homeless prevention with a view to sustaining tenancies. They will work with landlords and tenants, parents and partners to avoid the individual becoming homeless where possible.

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Homeless Prevention 160

Responses

140 120 100 80 60 40 20 0 Yes

No

Did you know the service existed?

Responses

Homeless Prevention 90 80 70 60 50 40 30 20 10 0

Yes No

Waiting list

Tenants

Random sampling

Did you know the service existed?

Findings 33% of respondents (74) were aware that the team offered advice on homeless prevention.

65% of respondents (146) stated that they were not aware that the team could advise on homeless prevention.

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Q3) are you aware that you can receive help to complete a housing register form to place you on the council’s housing list?

Are you aware that you can receive help to complete a housing register form?

Number of responses

Number of responses

Are you aware that you can receive help to complete a housing register form?

140 120 100 80 60 40 20 0 Yes

No

I have used this service

Responses

80 70 60 50 40 30 20 10 0

Waiting list Tenants Random sampling

Yes

No

I have used this service

Responses

Objective The housing advice team are available to make an appointment to assist individuals to complete their housing register when applying for housing. At this appointment they will be advised of any further information they will be required to provide in relation to their application for housing and any additional services that are available from the housing advice team.

Findings 59% of respondents (132) were aware that the housing advice team could assist in the completion of a housing register to apply for housing.

40% of respondents (89) were not aware that assistance was available from the housing advice team could assist in the completion of a housing register to apply for housing.

6% of respondents (14) stated that they had used this service.

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Q4) the Tamworth Bond Scheme aims to assist households into private rented accommodation by offering the landlord a paper bond that is the equivalent to eight weeks rent.

Respondents were asked if they knew this service existed.

Tamworth Bond Scheme

Tamworth Bond Scheme Number of responses

Number of responses

200 150 100 50

120 100 80

Waiting list

60

Tenants

40

Random sampling

20

0

0 Yes

Yes

No

No

Used this service

Responses

Used this service

Responses

Objective Individuals on the housing register may decide to explore renting a home in the private sector. The Tamworth bond scheme aims to assist households into private rented accommodation by offering the landlord a paper bond that is the equivalent to eight weeks rent. Not everyone will be eligible for this scheme and applicants need to be able to demonstrate an ability to pay monthly rent.

Findings 18% of respondents (41) stated that they knew of the Tamworth Bond Scheme 80% of respondents (179) stated that they did not know of the Tamworth Bond Scheme 1% of respondents (3) stated that they have used the Tamworth Bond Scheme.

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Q5) the Sanctuary Scheme is a scheme designed to assist the victims of domestic violence and hate crime and works with many partnership agencies to ensure safety of users.

Respondents were asked if they knew this service existed.

Sanctuary Scheme

Sanctuary Scheme Number of responses

160 140 120 100 80 60 40 20

100 80 Waiting list

60

Tenants 40

Random sampling

20 0

0

Yes

Yes

No

No

Used this service

Responses

Used this service

Responses

Objective The homeless officers and housing advice team are available to assist victims through the Sanctuary scheme to assess their individual needs to ensure the safety of users. Confidentiality is maintained at all times.

Findings 31% of respondents (69) stated that they did know that the Sanctuary Scheme existed 68% of respondents (152) stated that they did not know that the Sanctuary Scheme existed 3% of respondents (7) stated that they had used this service.

It is important to note that unless you had been a victim of domestic abuse or hate crime you would be very unlikely to know about this scheme.

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Q6) Debt advice is in partnership with Tamworth Home Start and Citizens Advice Bureau.

Respondents were asked if they knew this service existed.

Debt advice

Debt advice

140

90 80 70 60 50 40 30 20 10 0

120 100 80 60 40 20 0

Waiting list Tenants Random sampling

Yes

Yes

No

No

Used this service

Responses

Used this service

Responses

Objective The housing advice team assist with debt advice in partnership with Tamworth Home Start and Citizens Advice Bureau. The team are often a starting point to applicants in financial difficulties and will signpost to other partnership organisations if required.

Findings 39% of respondents (88) stated that knew the debt advice service was available 59% of respondents (133) stated that they did not know the debt advice service was available 2% of respondents (4) stated that they had used this service.

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Q7) are you aware that the housing advice team can help with the Governments Mortgage Rescue Scheme?

Government Mortgage Rescue Scheme

Government Mortgage Rescue Scheme Number of responses

200 150 100 50 0

120 100 80

Waiting list

60

Tenants

40

Random sampling

20 0 Yes

Yes

No

No

Used this service

Responses

Used this service

Responses

Objective The Mortgage Rescue Scheme (England only) was set up in January 2009 to assist owner/occupiers facing repossession to remain in their home where possible. The housing advice team are trained to advise home owners and liaise with their lenders, money advisers or local housing association to provide the best solution for the individuals concerned. The objective, or outcome, of this question was to see that this information is passed on to customers.

Findings 14% of respondents (32) stated that they knew of the Governments Mortgage Rescue Scheme 83% of respondents (187) stated that they did not know of the Governments Mortgage Rescue Scheme 0.4% of respondents (1) stated that they had used this service.

It is important to note that as this scheme is aimed at owner / occupiers it would not be widely known about by everyone unless you were facing financial hardship or at risk of loosing your home.

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Q8) mediation is a service provided by the homeless prevention officers employed at Tamworth Borough Council. The service works with families to prevent homelessness.

Respondents were asked if they knew this service existed.

Mediation services

Mediation services Number of responses

180 160 140 120 100 80 60 40 20 0

100 80 Waiting list

60

Tenants 40

Random sampling

20 0 Yes

Yes

No

No

Used this service

Responses

Used this service

Responses

Objective Mediation services are provided by the homeless prevention officers employed by Tamworth Borough Council. It is for any age group and aims to keep families together where possible and to sustain tenancies. Family tensions can start for many reasons and the team will work closely with all individual family members to prevent homelessness.

Findings 51% of respondents (57) stated that they knew of the mediation services available.

74% of respondents (166) stated that they did not know of the mediation services available.

1% of respondents (2) stated that they have used this service.

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Q9) are you currently on the Housing Register?

Objective This question was asked to see how many respondents were currently on the waiting list for housing at Tamworth Borough Council.

Are you currently on the Housing Register?

Are you currently on the Housing Register?

Number of responses

140 120 100 80 60 40 20

120 100 80

Waiting list

60

Tenants

40

Random sampling

20 0

0

Yes Yes

No

No

Not sure

Responses

Used this service

Responses

Findings 89% of respondents (40) stated that they are currently on the Housing Register 54% of respondents (120) stated that they are not currently on the Housing Register 6% of respondents (13) stated that they are not sure if they are the Housing Register Q10) if you are hoping to move house, and you are a council or housing association tenant, have you heard of the HomeSwapper service?

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HomeSwapper services

HomeSwapper services 70 Number of responses

Number of responses

120 100 80 60 40 20 0

60 50 40

Yes

30

No

20 10 0

Yes

No

Waiting list

Responses

Tenants

Random sampling

Responses

Objective The HomeSwapper initiative was set up between social landlords for tenants to exchange their council or housing association home. These are added onto a national website and when a suitable property has been found the tenants contact their own landlord to express an interest to exchange their home. Once all checks by the individual landlords have been completed successfully a move can be authorised to go ahead. The housing advice team can assist in the completion of the HomeSwapper application if required.

Findings 45% of respondents (100) stated that they knew of the HomeSwapper service.

45% of respondents (100) stated that they had not heard of the HomeSwapper services.

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Q11) Have you been offered information on HomeSwapper to exchange your home with another social landlord?

Have you been offered information on HomeSwapper services?

Have you been offered information on Homeswapper services?

Number of responses

200 150 100 50 0 Yes

No Responses

100 80 60

Yes

40

No

20 0 Waiting list

Tenants

Random sampling

Responses

Objective As above Findings 15% of respondents (33) stated that they had been offered information on HomeSwapper to exchange their home with another social landlord.

76% of respondents (171) stated that they had never been offered information on HomeSwapper to exchange their home with another social landlord.

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Q12) do you understand the Local Housing Allowances?

Local Housing Allowances

Local Housing Allowances

180 160 140 120 100 80 60 40 20 0

Number of responses

100 80 60

Yes

40

No

20 0

Yes

No

Waiting list

Responses

Tenants

Random sampling

Responses

Objective The Local Housing Allowance is a new way of working out new claims for Housing Benefit for tenants renting accommodation from a private landlord. The Local Housing Allowance was introduced in April 2008. This gives tenants more choice in where they live.

Findings 26% of respondents (58) stated that they did understand the Local Housing Allowances.

71% of respondents (159) stated that they did not understand the Local Housing Allowances.

It is important to note that unless you were in receipt of Housing Benefit and planning to rent in the private sector you would not have needed to know about Local Housing Allowances.

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Q13) have you ever been made homeless?

Have you ever been made homeless?

180 160 140 120 100 80 60 40 20 0

Have you ever been made homeless?

Number of responses

100 80 60

Yes

40

No

20 0

Yes

No Responses

Waiting list

Tenants

Random sampling

Responses

Objective At Tamworth Borough Council there is a dedicated homeless team that offer support to anyone facing homelessness. The law does not protect everyone who becomes homeless and signposting to partnership organisations may be necessary. Anyone who presents themselves as potentially homeless will be treated individually and confidentially. There is also an out of hour’s emergency helpline manned by one of the homeless officers. The objective, or outcome, of this exercise is to see if this service is known about.

Findings 24% of respondents (53) stated that they had been made homeless 75% of respondents (168) stated that they had never been made homeless and were asked to move on to question 16.

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Q14) if you were made homeless did you receive advice from our advisers?

If you were made homeless did you receive advice from our advisers?

If you were made homeless did you receive advice from our advisers?

Number of responses

30 25 20 15 10 5 0 Yes

No Responses

14 12 10 8 6 4 2 0

Yes No

Waiting list

Tenants

Random sampling

Responses

Findings 11% of respondents (25) stated that when they were made homeless they did receive advice from Tamworth’s housing advice team when they were made homeless.

8% of respondents (19) stated that they did not receive advice from Tamworth’s housing advice team when they were made homeless.

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Q15) were you offered a homelessness interview?

Respondents were asked to state where their interview took place.

Were you offered a homeless interview?

Numberof responses

Responses

25

Were you offered a homeless interview?

20 15 10 5 0

12 10 8

Waiting list

6

Tenants

4 2

Random sampling

0 At home

At home

At Marmion House

Not offered an interview to discuss circumstances

Where did the interview take place?

At Marmion House

Not offered an interview to discuss circumstances

Where did the interview take place?

Findings 1% of respondents (2) stated that they were offered a homeless interview at home to discuss their circumstances.

10% of respondents (22) stated that they were offered a homeless interview at Marmion House to discuss their circumstances.

9% of respondents (20) stated that they were not offered an interview to discuss their circumstances.

Appointments Q16) are you aware that the housing advice team provide a drop in service between 9am – 12pm on a Wednesday morning with no appointment necessary?

20

Are you are of the housing advice teams drop in services?

Are you aware of the housing advice teams drop in services?

140 Number of responses

120 100 80 60 40 20 0

100 80 Waiting list

60

Tenants

40

Random sampling

20 0 Yes

Yes

No

No

I have used this service

Responses

Used this service

Responses

Objective The housing advice team offer a drop in service to discuss housing concerns on a Wednesday morning with no appointment necessary. A more detailed appointment can be arranged for complex concerns or if further information needs to be submitted to support the individual. Signposting to partnership organisations can be arranged at these interviews if required. The objective, or outcome, is to see how many people are aware of these services.

Findings 10% of respondents (22) stated that they did know about the drop in services that were available.

54% of respondents (122) stated that they did not know about the drop in services that were available.

O.4% of respondents (1) stated that they had used this service.

Q17) appointments for more detailed housing advice can be made in advance for Tuesday or Thursday all day or a Friday morning. Here you can discuss housing, debt management or be signposted to partner organisations and much more.

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Awareness of detailed appointments 200 150 100 50 0 Yes

No Responses

Awareness of detailed appointments

Number of responses

120 100 80 Yes

60

No

40 20 0 Waiting list

Tenants

Random sampling

Responses

Findings 17% of respondents (38) stated that they did know about the detailed appointment system that was available.

81% of respondents (181) stated that they did not know about the detailed appointment system that was available.

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Q18) would you be interested in out of hours / appointment surgeries?

Would you be interested in out of hours surgeries /appointments?

Number opf responses

140

Would you be interested in out of hours surgeries /appointments?

120 100 80 60 40 20 0 Yes

No Responses

140 120 100 80 60 40 20 0

Yes No

Waiting list

Tenants

Random sampling

Responses

Objective The following five questions were asked in relation to appointments / surgeries in relation to where and when they should be held.

Normal ‘office hours’ were considered as 9am – 5pm.

Findings 38% of respondents (84) stated that they would be interested in out of hour’s surgeries /appointments.

58% of respondents (130) stated that they would not be interested in out of hour’s surgeries /appointments.

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Q19) if the services of the housing advice team were available outside of normal office hours would you use them?

If the services of the housing advice team were available outside of normal office hours would you use them?

Number of responses

100

If the services of the housing advice team were available outside of normal office hours would you use them?

80 60 40 20 0 Yes

No responses

70 60 50 40 30 20 10 0

Yes No

Waiting list

Tenants

Random sampling

Responses

Findings 43% of respondents (96) stated that they would use the services of the housing advice team if they were available outside of normal hours.

48% of respondents (108) stated that they would not use the services of the housing advice team if they were available outside of normal hours.

If respondents answered ‘no’ they were asked to move on to question 21

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Q20) if you answered yes, then when should these be available?

Respondents were requested to tick all that applied.

When should these services be available

When should these services be available

80 Number of responses

70 60 50 40 30 20 10 0 Evenings

Weekends Responses

Both

45 40 35 30 25 20 15 10 5 0

Waiting list Tenants Random sampling

Evenings

Weekends

Both

Responses

Findings 8% of respondents (18) stated that if the services of the housing advice team were available outside of normal office hours that they should be available on an evening.

4% of respondents (9) stated that if the services of the housing advice team were available outside of normal office hours that they should be available at weekends.

30% of respondents (68) stated that if the services of the housing advice team were available outside of normal office hours that they should be available at weekends and in the evenings.

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Q21) would you be interested in accessing these services away from Marmion House?

Would you be interested in accessing these services away from Marmion House?

Number of responses

160 140 120 100 80 60 40 20 0

Would you be interested in accessing these services away from Marmion House?

Yes

No Responses

80 70 60 50 40 30 20 10 0

Yes No

Waiting list

Tenants

Random sampling

Responses

Findings 25% of respondents (55) stated that they would be interested in accessing the housing advice team’s services away from Marmion House.

63% of respondents (142) stated that they would not be interested in accessing the housing advice team’s services away from Marmion House.

When asked to suggest where the housing advice team services should take place the following areas were suggested; • Local area offices, local estates • Town centre (Tamworth), Phil Dix centre • Library, In local clubs or venues • Online • In own home • Probation hostel on release from prison

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Q22) if you answered yes, then when should these be available?

If you answered yes, then when should these services be available?

50 40 30 20 10 0 Within office hours

Outside of office hours Responses

Number of responses

If you answered yes, then when should these services be available?

35 30 25 20 15 10 5 0

Within office hours Outside of office hours

Waiting list

Tenants

Random sampling

Responses

Findings 16% of respondents (36) stated that the housing advice services should be available within office hours.

21% of respondents (48) stated that the housing advice services should be available outside of office hours.

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Did not want to listen to my concerns

Unhelpful

Offered additional support

Keep you informed

signposted me to other services

Knowledgeable

Polite

Helpful

Number of responses

Did not want to listen to my concerns

Unhelpful

Offered additional support

Keep you informed

signposted me to other services

Knowledgeable

Polite

Helpful

Q23) if you have used the housing advice team’s service how you would rate the attitude of staff.

Respondents were asked to tick all that apply.

Attitude of staff

90

80

70

60

50

40

30

20

10

0

Attitude of staff

50 40 30 20 10 0 Waiting list

Tenants

Random sampling

Responses

28

Objective The aim of this question was to see how the housing advice team’s services were rated.

Findings 34% of respondents (77) stated that they rated the housing advice team as helpful 32% of respondents (71) stated that they rated the housing advice team as polite 26% of respondents (58) stated that they rated the housing advice team as knowledgeable 17% of respondents (38) stated that the housing advice team had signposted them to other services.

17% of respondents (39) stated that the housing advice team had kept them informed 13% of respondents (28) stated the housing advice team had offered them additional support 10% of respondents (22) stated that they rated the housing advice team as unhelpful 8% of respondents (19) stated that they rated the housing advice team as not wanting to listen to their concerns.

Tamworth Borough Council’s website Q24) have you ever used the website to find housing information?

29

Have you ever used the website to find housing information?

Have you ever used the website to find housing information?

Number of responses

200 150 100 50 0 Yes

120 100 80

Yes

60

No

40 20 0

No

Waiting list

Responses

Tenants

Random sampling

Responses

Objective The website holds a variety of housing information and the questions were to consider how easy the pages were to navigate when trying to retrieve information and to see whether the website is being used.

Findings 17% of respondents (37) stated that they had used the website to find housing information.

81% of respondents (182) stated that they had not used the website to find housing information.

If respondents had answered no they were requested to move on to question 27.

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Q25) if you answered yes to using the website did you find it easy to use?

If you answered yes to using the website did you find it easy to use?

35 30 25 20 15 10 5 0 Yes

No Responses

Number of responses

If you answered yes to using the website did you find it easy to use?

16 14 12 10 8 6 4 2 0

Yes No

Waiting list

Tenants

Random sampling

Responses

Findings 14% of respondents (31) stated that they did find the website easy to use 2% of respondents (5) stated that they did not find the website easy to use

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Q26) did you find what you were looking for?

Did you find what you were looking for?

Did you find what you were looking for?

Number of responses

14 20 15 10 5 0

12 10 8

Yes

6

No

4 2 0

Yes

No Responses

Waiting list

Tenants

Random sampling

Responses

Findings 10% of respondents (23) stated that when using the website for housing information that they did find what they were looking for.

5% of respondents (12) stated that when using the website for housing information that they did not find what they were looking for.

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Q27) overall, do you agree that the housing advice team offer a good range of information and services?

Do you agree that the housing advice team offer a good range of information and sevices?

120 100 80 60 40 20 0 No view

Disagree

Strongly disagree

Responses

Do you agree that the housing advice team offer a good range of information and sevices?

60 50 40 30 20 10 0

Waiting list Tenants

Strongly disagree

Disagree

No view

Agree

Random sampling Strongly agree

Agree

Number of responses

Strongly agree

Responses

33

Objective The objective of this question is to see that the housing advice team are offering a good range of information and services to our customers in regards to housing information.

Findings 12% of respondents (26) stated they strongly agreed that the housing advice team are offering a good range of information and services.

46% of respondents (103) stated they agreed that the housing advice team are offering a good range of information and services.

26% of respondents (59) stated that they had no view in relation to the range of information or services provided.

4% of respondents (10) stated they disagreed that the housing advice team are offering a good range of information and services.

5% of respondents (12) stated they strongly disagreed that the housing advice team are offering a good range of information and services.

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Comments Negative

Positive

General

I think people who work and on low income should be equal to people on benefits.

Could get back to people quicker. My housing benefit was sorted quickly but my application for housing with partner, I don’t even know if it was ok, has been about 2 months.

HomeSwapper is very difficult to work out as it sometimes doesn’t work properly on website. Bring back the old system I say!

I was told that the ‘Bond’ scheme no longer exists by member of your staff.

It’s got better over the years. You don’t get fobbed off any more like you used to.

The housing team do a very good job and they are very helpful.

Weren’t aware these services exist but am pleased to know they exist.

It offers lots of services but not for normal working families with housing needs. Priority is given to people with issues.

I feel very let down by Tamworth Council. No feedback or help at all. I have been on the housing list for 14 years and had no correspondence in that time and all I require is a 1 bedroom flat. Very bad customer services indeed.

I have found the team to be really helpful and I am pleased with the service.

As I work Monday to Friday it is not always possible to leave work to visit the council. More information should be provided for private tenants when family members are the landlords.

My health is not good. I am on register for 2 bed property. No one helps with calls.

Agree that housing team offer a good range of services, however, as a council tenant I am unaware of most of them.

If you have a problem and if they can’t help you themselves I’m sure they can find a man that can.

The reception staff are generally helpful but the actual officers are often rude.

Would appear to be a good range of services /info. Available but problem is people are not aware of it.

Need more details of services available to home owners.

I have never needed to use the council’s services for any of the above but it’s nice to know that they exist. I will direct anyone I know that is having trouble with housing to the council and their team of trained staff.

With shift work common place, evenings and weekends would be helpful for these people.

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I feel excluded from housing information • I live outside the Tamworth area • I have no immediate access to internet services.

Staff need to be more helpful and chase up outstanding cases / requests for the public.

They chat to each other while chatting to us. They need to talk to people on a level of understanding. Website is not very useful.

Staff unwilling to listen. I was told that I had made myself homeless. Didn’t want to know.

More help needed for the homeless (especially the young).

All of the staff at the council are just not interested in other peoples problems, they just want you to go away.

Depends on who you speak to whether helpful or unhelpful.

Poor experiences when family in difficulties last year.

Housing is under funded and more council houses should be built.

Don’t know all that’s offered. More publicity needed.

Own my own property but would have asked for mortgage advice if I knew it was available. I will tell my daughter and sister about your services.

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Equality and diversity monitoring This section of the survey was not compulsory to complete. All information is treated in the strictest confidence and will be used to help us improve our services to customers.

Ethnicity What is your ethnic origin?

250 200 150 100 50 0

Ethnicity

Number of responses W h W ite hi U t Bl e - k ac O th Bl k - A er ac k f - C ric ar a n ib b Bl ea n ac k Bl ac - U k -O k th Ch e r in es e In M dia al ay n s Pa ian kis Ba t ng a ni la de s Tr hi av el le r O th er

Number of responses W hi te W hi te Uk Bl -O a th Bl ck - A er ac k f - C ric ar a n ib be Bl ac an k Bl ac - U k k -O th e Ch r in es e In d i M al an ay s Pa ian kis Ba t ng a ni la de s Tr hi av el le r O th er

What is your ethnic origin?

120 100 80 60 40 20 0

Waiting list Tenants Random sampling

Ethnicity

Findings 86% of respondents (193) are White UK 3% of respondents (7) are White Other 1% of respondents (3) are Black Caribbean 1% of respondents (3) are Black UK 1% of respondents (2) stated that their ethnicity was ‘other’.

There were no other ethnic groups represented

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Gender Gender

60

M

al e

40

Random sampling

20 0 Male

Female

Transgender

Trans sexual

se xu al

80

Tenants

r

100

Waiting list

Tr an s

120

80 70 60 50 40 30 20 10 0 Tr an sg en de

140

al e

160

Fe m

Number of responses

Gender

Gender

Findings 32% of respondents (72) are male 60% of respondents (135) are female No other gender groups were represented

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Sexual orientation Sexual orientation

40 20 0 Heterosexual

Lesbian or gay

Bisexual

Prefer not to say

Tenants Random sampling

sa y

80 60

Waiting list

to

120 100

100 90 80 70 60 50 40 30 20 10 0

Pr ef er no t

160 140

Bi se xu al

180

He te ro se xu al Le sb ia n or ga y

Number of responses

Sexual orientation

Findings 73% of respondents (163) stated that they are heterosexual 0.4% of respondents (1) stated that they are lesbian or gay 6% of respondents (14) stated that they preferred not to answer this question.

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Age Age

Age Number of responses

60 Responses

50 40 30 20 10 0 5 r2 de n U

t 25

4 o3

t 35

4 o4

t 45

4 o5

t 55

4 o6

o or 65

r ld e

Age range

35 30 25 20 15 10

Waiting list Tenants Random sampling

5 0 Under 25

25 to 34

35 to 44

45 to 54

55 to 64

65 or older

Age range

Findings 7% of respondents (15) are under 25 13% of respondents (30) are between the ages of 25 to 34 17% of respondents (37) are between the ages of 35 to 44 12% of respondents (27) are between the ages of 45 to 54 17% of respondents (39) are between the ages of 55 to 64 51% of respondents (27) are 65 or older

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Marital status Marital status

Marital status

50 40 30 20 10 0 Single

Married

Civil Widowed Divorced or Partner or partnership seperated cohabitating

50 40

Waiting list

30

Tenants

20

Random sampling

10 0 Divorced or seperated

Responses

60

Civil partnership

70

Single

Number of responses

80

Responses

Findings 25% of respondents (56) stated that they were single 30% of respondents (67) stated that they were married 0.4% of respondents (1) stated that they were in a civil partnership 12% of respondents (26) stated that they were widowed 16% of respondents (35) stated that they are divorced or separated 8% of respondents (18) stated that they had a partner or were co-habiting

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Religious beliefs

ish Si kh is m ah W itn es s H um an is t O th er

Je w

el ie f C h R r i om st ia an n C at ho l ic H in du is m Bu dd hi st M us lim

Je ho v

N

o

re

lig io n

or b

Responses

120 100 80 60 40 20 0

Faith / Religious Belief

Number of responses

Would you consider yourself with any particular faith tradition?

Would you identify yourself with any particular failth tradition?

70 60 50 40 30 20 10 0

Waiting list Tenants Random sampling

n ic ism ist lim is h s m ess ist her ef n h i e li stia hol s w Ot r b h ri Cat in du udd Mu J e Sikh Witn u ma o B C n H n H h a io va lig om ho re e R J No

Responses

Findings 26% of respondents (58) stated that had no religion or belief 50% of respondents (111) stated that they were Christian 5% of respondents (11) stated that they were Roman Catholic 2% of respondents (4) stated that they were Jehovah Witness 0.4% of respondents (1) stated that they were Humanist 4% of respondents (9) stated that they held other beliefs.

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Do you consider yourself disabled?

The Disability Discrimination Act defines a disabled person as someone who has a physical or mental impairment that has a substantial & long-term effect on his/ her ability to carry out normal day-to-day activities.

Do you consider yourself to be disabled?

Do you consider yourself to be disabled?

140

140

120

120

100

100

80

80

60

60

40

40

20

20

0

0 Yes

No Responses

Waiting list

Tenants

Random sampling

Responses

Findings 32% of respondents (72) stated that they considered themselves as being disabled 59% of respondents (132) stated that they did not consider themselves as disabled.

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If yes, please provide details of your disability.

25 20 15 10 5 0

Waiting list Tenants

Disability

long term illness or

Learning difficulty or

Visual impairment

Hearing impairment

Mental health

Communication or speech

Random sampling Physical impairment

Learning difficulty or disability

V isual impairment

H earing impairment

Mental health

C ommunication or speech impairment

long term illness or health condition

Number of responses

Please provide details of your disability

45 40 35 30 25 20 15 10 5 0 P hysical impairment

R esponses

Please provide details of your disability

Disability

Findings 12% of respondents (26) stated that they had a physical impairment 8% of respondents (17) stated that their disability is mental health 3% of respondents (7) stated that their disability is hearing impairment 0.4% of respondents (1) stated that their disability is visual impairment 1% of respondents (3) stated that their disability is a learning difficulty or disability 19% of respondents (42) stated that their disability as a long term illness or health condition.

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