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DEPARTMENT OF ENVIRONMENT, LAND, WATER AND PLANNINGResearch Report on Energy Efficiency
in Rental Properties
May 2018
REPORT PREPARED FOR REPORT PREPARED BY
DISCLAIMER
Jasmine [email protected](03) 9611 1850
In preparing this report we have presented and interpreted information that we believe to be relevant for completing the agreed task in a professional manner. It is important to understand that we have sought to ensure the accuracy of all the information incorporated into this report.
Where we have made assumptions as a part of interpreting the data in this report, we have sought to make those assumptions clear. Similarly, we have sought to make clear where we are expressing our professional opinion rather than reporting findings. Please ensure that you take these assumptions into account when using this report as the basis for any decision-making.
For the quantitative research results, the base (number and type of respondents asked each question) and the actual survey questions are shown at the bottom of each page. Results may not always total 100% due to rounding. Weighted results are shown throughout the report, unless otherwise specified. The weighting approach is outlined in the methodology.
This project was conducted in accordance with AS: ISO20252:2012 guidelines, to which Newgate Research is accredited. Project reference number: NGR 1708010
This document is commercial-in-confidence; the recipient agrees to hold all information presented within as confidential and agrees not to use or disclose, or allow the use or disclosure of the said information to unauthorised parties, directly or indirectly, without prior written consent. Our methodology is copyright to Newgate Research, 2018.
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John RemingtonSenior Research [email protected]
Erin [email protected]
CONTENTSPage
Executive Summary 4
Background to this Research 11
Background & Research Objectives 12
Research Design 13
Approach to Willingness to Pay and Use of RTBA sample 14-15
Notes to Reader 16
Findings 17
The Current Landscape 18
Tenants 25
Landlords 36
Property Managers 42
Looking to the Future 49
Energy Efficiency Feature Summaries 65
Appendices 77
Methodology 78
Weighting structure 84
Demographic tables 86
Additional analysis of some sub-groups 91
Questionnaires and other research materials 94
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EXECUTIVE SUMMARY
EXECUTIVE SUMMARY
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Background and Approach
This research sought to better understand the motivations and barriers, demand for information and decision making to invest in energy efficiency through upgrades to existing residential rental dwellings in Victoria.
The comprehensive methodology involved a mixed-method online and telephone survey with:
o n=854 tenants, preceded by four qualitative group discussions
o n=460 landlords (with a split between those who use a property manager and those who self-manage), after a two-day online community with 25 landlords
o n=50 property managers, following 8 in-depth interviews
Findings
A competitive market and low saliency make energy efficiency a low priority issue overall
Tenants, landlords and property managers all acknowledge that the rental market across Victoria is extremely competitive. As such, the energy efficiency of properties is not a salient driver of the rental search process (as explored in the qualitative research), nor does it play a conscious role in the rental experience.
This is a summary of key findings from a large-scale quantitative survey conducted for the Victorian Department of Environment, Land, Water and Planning in March 2018, with a sample of residential tenants, private landlords and professionalproperty managers. This was preceded and supported by a literature review and qualitative research with each of these three audiences, key findings from which are also included throughout this report.
‘Energy efficiency’ as a term was narrowly interpreted by many participants as relating to appliances, and sometimes also to usage-minimising behaviours, rather than the broader definition used in this research, which included other property features such as insulation and draught proofing. There is a clear opportunity to educate people on the scope of this term and, therefore, the scope of the options open to them to reduce their usage and bills.
The strongest drivers of perceptions about rental properties among tenants were the general condition of the property, value for money, and the performance and presence of fixed appliances. Meanwhile, the cost of energy bills and ease of maintaining a comfortable temperature were found to have a relatively low impact on tenants’ ratings of their rental property as a place to live.
This context limits both choice and leverage for tenants in negotiating features, and incentives for landlords and property managers to focus on and improve energy efficiency in rental properties.
However, the impacts of poor energy efficiency were pervasive, with a large proportion of tenants reporting energy-related vulnerabilities
Almost two thirds of tenants (net 63%) reported some form of barrier to maintaining a comfortable temperature at their property. Of these, 58% reported having difficulties heating and/or cooling their homes, and a substantial 31% of tenants reported having not cooled/heated their homes at some point in the last couple of years because they couldn’t afford to do so.
Importantly, these results were even higher among tenants with children in the home, with 74% having difficulties with heating/ cooling and 40% having avoided doing so due to costs.
Other indicators of energy vulnerabilities for tenants include 9% having received an energy disconnection notice in the last two years, 7% who require a constant temperature for health reasons, and 6% who have an arrangement with their energy company due to financial difficulty. Those living in regional areas were more likely to have energy vulnerabilities of this type than those living in metro areas.
Tenants feel relatively well informed about how to minimise their energy bills, but many feel disempowered, which impedes action
Over half of tenants (55%) stated that they felt informed about how to minimise energy use and bills, while only 21% said they were poorly informed. These results should be considered in light of the quite prevalent lack of knowledge about energy efficiency observed among tenants in both the qualitative and quantitative research – for example, through the narrow definition of ‘energy efficiency’ by qualitative research as related to appliances and solar panels, rather than building shell; and the high levels of ‘don’t know’ from tenants about which energy-efficient features are in their property (see page 35).
Further, only a little more than a third felt empowered to minimise their energy use (37%) while a nearly equal number (36%) felt they were poorly empowered. Qualitatively, those who felt disempowered spoke of a lack of permission to make changes at the property, and the costs associated with making any changes.
EXECUTIVE SUMMARY CONT’D
The majority of tenants (62%) had not looked into any of the energy efficient features covered in the survey at their current property, and only 16% had enquired about one or more of the features with their landlord or property manager.
Half of those who had not enquired with their landlord or property manager assumed the request would be rejected (50%). In the qualitative research, some tenants spoke of a reluctance to ask the landlord for additional items, and fears around the implications of doing so, reflecting a limited sense of security in their tenancies. That said, landlords themselves appear to be open to making energy efficient upgrades, with 59% agreeing that they represent a good investment in the property, and certain specific features having high willingness to pay.
At the same time, almost three-quarters of property managers reported receiving enquiries never or less than once a year (72%) and 91% of landlords reported never having received enquiries.
These results suggest tenants could be encouraged or emboldened to ask and not be discouraged by negative experiences in the past. Citing results from research such as this, that suggest 59% of landlords are either willing to pay outright for some type of energy efficiency upgrade (50%), or at least to co-fund one (an additional 9%), could help to bolster tenant confidence.
The majority of tenancies report limited energy efficient features
Tenants were often considerably less familiar with the presence of the features in their home, particularly where these were not visible (e.g. 55% didn’t know if they had insulation), while a quarter didn’t know if they had an efficient showerhead (26%).
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The most commonly present features as reported by tenants were LEDs (46%), reverse cycle air-conditioning (41%) and thick curtains (41%), while for landlords these were insulation (68%), showerheads (58%) and reverse cycle air-conditioning (57%).
Many of the items were reported in fewer than half of the properties, and this, combined with the broader lack of understanding of energy efficiency, shows that there is indeed significant room to improve energy efficiency in rental housing.
Stated knowledge of energy efficiency among landlords and property managers was very low
Over half of property managers (52%) rated their knowledge of the health implications of properties with low energy efficiency as poor, a third (34%) rated their understanding of the financial benefits to tenants as poor, and a quarter (24%) rated their knowledge of the benefits to a landlord in improving a property’s energy efficiency as poor, while just under half (48%) were unaware of any government incentives to promote efficiency.
Encouragingly though, property managers expressed a strong interest in learning more (82%) and a belief that this would benefit them and their clients (84%).
The majority of landlords did not feel well-informed either, with 58% rating their knowledge at a 6 or less on a 0-10 scale, and only 16% aware of any government incentives.
Only a third of landlords (34%) agreed that properties with low energy efficiency can have negative health impacts on the occupants, while a quarter (25%) disagreed and many said they neither agreed nor disagreed, or didn’t know (41%). Those who agreed with the statement were also more interested in getting information and advice about energy efficiency.
EXECUTIVE SUMMARY CONT’D
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In comparison, most landlords knew that making energy efficiency upgrades lowers household energy bills (85% agreed), and the majority agreed that making energy efficiency upgrades represents a good investment in their properties (59%). Many were also concerned about climate change and the environment (75%). These results indicate that landlords are likely to be receptive to such messages and associated information.
Landlords with a property manager were less certain about the presence of energy efficiency features in their property than self-managing landlords (for example, 25% do not know if there is ceiling insulation, as opposed to 10% of those self-managing), and less informed about how to minimise energy usage (6.9 vs 5.2).
Appliance replacement practices prioritise price and continuity
Property managers reported that the most important drivers of choice in replacing appliances were price (94%), landlord preference (78%), and like-for-like replacement (76%). Only a quarter (27%) said that the energy rating was important.
Overall tenants were interested in most energy-efficient features; landlords had some interest but found all features less appealing than tenants
Both landlords and tenants were asked how appealing 11 different energy efficient features were. Features with the highest appeal to tenants were generally bigger ticket items including reverse cycle air conditioning, gas hot water, draught proofing, gas heating and 4-star fixed appliances. Those with highest appeal to landlords included insulation, LEDs, efficient showerheads, reverse cycle air conditioning, and draught proofing. There was no difference in appeal of features between landlords with a property manager and those without.
EXECUTIVE SUMMARY CONT’D
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Barriers to upgrades vary; low awareness is a common factor while tenants also cite cost and short-term leases, and landlords do not see enough benefits in upgrading
For tenants, barriers to undertaking upgrades themselves included prohibitive upfront costs, short-term lease contracts, and low awareness. Tenants reported reasons for features not being installed related primarily to the response of the landlord/agent: a combined 77% attributed this to the upgrade not being a priority for the landlord/agent or that they had declined without comment, while 20% saw having to pay for it themselves as a barrier.
Qualitatively, tenants spoke of being unlikely to purchase features if they see no immediate benefit. High upfront costs are also a deterrent, along with a fear of landlords based on past experiences and the highly competitive rental market in which tenants don’t want to ‘rock the boat’ and risk a broken or unrenewed lease.
Further, more than half (54%) of tenants have been in their current property for less than 12 months, and two in five (39%) expected to leave in the next year. These short-term situations make tenants less likely to engage with making upgrades to the property.
Limited awareness and understanding of energy efficiency as well as features present in properties also act as barriers, for tenants, landlords and property managers alike.
Barriers to making energy efficient upgrades faced by landlords include: not enough benefit to justify the investment (42% of those without an energy-efficient feature) and upfront costs (27%). Qualitatively, landlords also mention that repairs and maintenance are tax deductible, while improvements to rental properties are not. Concern about ongoing costs is the main reason for finding features unappealing (18% of landlords who find features unappealing).
Although willingness to pay was fairly low overall, some landlords and tenants were willing to pay for some ‘easy wins’
For tenants, aside from low cost, straightforward solutions, there is low willingness to pay for upgrades. They were really only willing to pay for LEDs (32% said they would pay for these themselves), showerheads (16%) and draught-proofing (15%).
Landlords were more willing to pay for all of the features than tenants. They were most willing to pay for the same cheaper/easier features as tenants: showerheads (49%), draught proofing (47%) and LEDs (25%). Quite a few were also willing to pay for insulation (28%) and reverse cycle systems (26%).
Amongst landlords who said they found a feature appealing, some cited apparently altruistic reasons for this (i.e. reasons which have a clear benefit to the tenant or environment but less so to the landlord) – such as reducing bills (39%), environmental friendliness (26%), improved efficiency (20%), and appeal for tenants (11%). A smaller number of landlords cited motivations that benefited themselves (either in addition to, or instead of, the altruistic ones): 7% said it would add value to the property, 5% thought they could increase the rent.
Notably, 50% of landlords were willing to pay for one or more of the features. Those who said they were willing to pay for a feature with a large upfront cost (26% of all landlords) were asked an unprompted question as to whether they would do anything differently as a result and, perhaps true to their stated reasons for appeal, the top response was nothing (37% of those asked this question, or 10%of landlords overall), while 27% of those asked (i.e. 7% of all landlords) thought that they would raise the rent, some saying it would only be a small or fair amount. This is a potential area requiring further investigation, to understand the cost/benefit tradeoffs.
For tenants, motivations are primarily to reduce their energy bills and improve the comfort of their home.
EXECUTIVE SUMMARY CONT’D
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A similar proportion of landlords were not really interested (39%), while the same was true of a third of tenants (33%) – this could be attributed to the sense of disempowerment many tenants reported (63% rated their sense of empowerment as 6 or less on a 0-10 scale).
o There was no difference between landlords with and without property managers when it came to interest in receiving information.
o Landlords who were more interested in energy efficiency information were older (aged 65+) and more likely to be concerned about health impacts from low efficiency and climate change. This may be useful for communications targeting.
Federal and State Government were the preferred information channels for all groups (31% of tenants, 44% of landlords and 68% of property managers), followed by industry bodies and independent organisations.
Over a third (33%) of landlords said they would like to receive information from their real estate agent.
Most (86%) of the property managers surveyed said they would be interested in handing out energy efficiency information packs to tenants and landlords, and in having tools to evaluate the energy efficiency of a property (86%). The majority of property managers were also interested in short courses (70%) and email bulletins about energy efficiency (66%). These results point to a significant openness among property managers to engage with energy efficiency programs from DELWP or other government authorities.
There is limited awareness of government incentives
On government incentives, most property managers who were aware of these (52%) had discussed them with landlords (81%). Given that only 16% of landlords were aware of any such incentives, there are clearly opportunities to not only raise awareness of government incentives, but also to support property managers in effectively conveying this information to landlords. There was no difference in appeal of features or interest in information or awareness of incentives between landlords with / without a property manager.
Tenants want landlords to take more responsibility for improving the energy efficiency of rental properties, more lease security
The main things tenants thought would help them or their landlords to make their home more energy efficient were for landlords to take greater responsibility for making upgrades (17% of unprompted suggestions), longer (16%) and more secure (9%) leases (e.g. some form of guarantee the property won’t be sold and the rent won’t increase), features being more affordable (10%), as well as a way to recoup the investment when leaving the property (9%), and government incentives (9%).
Mixed levels of interest in receiving information and advice
Some participants expressed an interest in receiving information and advice to improve the energy efficiency of rental properties –especially property managers (82% were interested to know more).
Interest was quite divided among tenants and landlords, though on the whole they were more interested than not. While almost half of the tenants were interested to highly interested (48%), fewer landlords were (38%).
EXECUTIVE SUMMARY CONT’D
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In conclusion
These results suggest a desire for more cooperation, collaboration and communication among and between property managers, landlords and tenants.
Most notably, there is willingness to pay, or co-pay, for a number of energy-efficient features amongst landlords, once the upfront costs and benefits are communicated to them – and while some would raise the rent for larger items, most did not say they intended to do so. While some tenants may be reluctant to enquire with landlords, giving them the confidence and tools to have this discussion should assist in bridging the communications gap. Messaging that helps landlords to understand the widespread vulnerabilities of tenants may also assist.
There are also clear opportunities to provide property managers with more information and education, and the tools to communicate with landlords and tenants about energy efficiency issues and incentives.
There is lack of understanding of the current efficiency features of properties, and what causes energy inefficiency, particularly amongst tenants and property managers; this might suggest that an energy-efficiency checklist or assessment, to enable people to evaluate their properties, would be helpful in terms of promoting awareness of options and potential action. The qualitative research indicates that the default position when finding a home difficult or costly to cool or heat is to look for issues with the appliances, rather than more broadly to other potential issues / more effective solutions such as insulation, draught proofing or shading – some of which may be easy and cost-effective.
BACKGROUND TO THIS RESEARCH
BACKGROUND & RESEARCH OBJECTIVESResearch Objectives
Specific research objectives for each of the three target audiences were to better understand:
Tenants: Knowledge levels on energy efficient property features and what factors are important when assessing a rental dwelling; preferences for energy specific features; actions already undertaken regarding energy efficiency and processes leading up to these; willingness to take up and pay for energy efficient features; what barriers prevent energy efficient actions; and the role of information in the uptake of energy efficient features.
Landlords: Perceptions of the role of landlords in the provision of energy efficient properties and resources; the relative importance of various factors when purchasing and upgrading an investment property; willingness to make specific upgrades and the drivers and barriers to doing so; how property rental prices and other factors influence decisions about upgrading; and the barriers to undertaking energy efficiency upgrades.
Property managers and real estate agents: Awareness and understanding of energy efficiency, knowledge gaps and their capacity to identify energy efficient features; the role of energy efficient features and associated information in marketing rental properties; and the factors that currently and could potentially influence engagement with landlords on energy efficiency. As the group that is essentially a known information conduit between tenants and landlords, property managers and agents were seen as well positioned to provide an understanding of the supply and demand for energy efficient features and how information on this influences the rental market.
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Project Background
Research conducted by the Australian Council of Social Service (ACOSS, 2013) has shown that rental homes have poorer uptake of energy efficient fixtures and hence poorer energy efficiency performance than owner-occupier homes, particularly among lower-income Australians. This research aimed to better understand the motivations and barriers, demand for information and decision making to invest in energy efficiency through upgrades to existing residential rental dwellings in Victoria.
The overall objective of the research was to identify opportunities to improve the energy efficiency of dwellings in the rental housing market in Victoria. More specifically, the research needed to explore, understand and quantify:
Knowledge and perceptions of energy efficiency features, including costs and benefits;
Current sources of information, awareness of what is available, and information gaps;
Willingness to pay (or co-pay) for upgrades, and the role of information in such decisions; and
Barriers to undertaking energy efficient upgrades and ideas for overcoming these.
The intention of this report is to provide the Victorian Government with a better understanding of tenants, landlords and property managers regarding energy efficiency and decision making in the rental market, including their information and communications preferences.
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LITERATURE REVIEW
GROUP DISCUSSIONS (TENANTS) ONLINE COMMUNITY
(LANDLORDS)
IN-DEPTH INTERVIEWS (PROPERTY MANAGERS)
A MIXED METHODOLOGY
RESEARCH DESIGN
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November 2017
Review of previous research into energy efficiency and the rental sector. In total, 17 reports and documents were reviewed and used to inform the design of this study and specific question lines.
November & December 2017
8 x 1-hour in-depth interviews with metro Melbourne and regional property managers
November 2017
25 landlords from across the State participated in a 2-day online community. They were recruited to ensure a good mix of property value, location and type, including some who self-managed and some who were using a property manager.
November 2017
4 x 2-hour group discussions conducted across Melbourne and Ballarat, split by tenants with low household incomes (less than $55k per annum) vs mid/high household incomes ($55k per annum and over).
Below is a brief overview of the research approach, which used a literature review and qualitative research to provide insights into residential tenancies and guide the design of a robust quantitative survey. For the full methodology, please see Appendix 1.
QUANTITATIVE STUDY(TENANTS, LANDLORDS AND PROPERTY MANAGERS)
March 2018
Online and telephone (CATI) surveying including a random sample of participants from the Residential Tenancies Bond Authority (RTBA) database and (in the case of landlords) an online panel:
• n=854 Tenants
• n=460 Landlords (who use property manager or self-manage)
• n=50 Property managers*
*This sample size provides indicative learnings only and was not intended to be statistically representative of the wider segment.
APPROACH TO WILLINGNESS TO PAY
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Willingness to pay is a complex area of research, and we took into account the following considerations within the research design:
Our interest was in understanding demand, not in setting a market price
Traditionally, ‘willingness to pay’ research is used to establish a maximum price at or below which a consumer will definitely buy a unit of a product. In this case however, the cost of the ‘products’ (i.e. the cost of energy efficient features) is already established, and the Department wanted to understand the interest in features already available at approximate market prices.
We needed to ensure that participants were given adequate context around features, without feeling overwhelmed by the complexity of information. This is critical if they are to give informed, meaningful answers to willingness to pay questions.
We needed to cover a diverse range of features
In addition to covering a wide range of energy efficiency features, we needed to understand the various levels of awareness, familiarity and usage of each specific feature included in the questionnaire.
For every specific feature, it was important that the respondent had an understanding of what the feature is, its approximate price, and how much could be saved (both annually and monthly) so that they could give an informed answer.
We needed to understand who was most able and willing to pay
It is well known that the upfront costs and complexity of some features act as a barrier for people to consider purchase. To deepen the insights, it was important to understand and compare willingness to pay for the same types of features from both tenant and landlord perspectives.
To further understand interest in the energy efficiency features, combined payment options were also considered – i.e. whether atenant would be willing to share the payment with their landlord and vice versa, and what might need to happen to support increased investment in energy efficiency.
USING THE RTBA DATABASE AS SAMPLE SOURCE
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Introduction to the database
The Residential Tenancy Bonds Authority (RTBA) holds a comprehensive database of all rental bond lodgments made since August 2015. The RTBA is legally authorised to disclose information for use in research, compiling statistics and public education.
For the purposes of this project, the RTBA provided a random sample of the database for each of the target audiences for this research (tenants, landlords and property managers) purely for the purposes of inviting participants to the study.
The advantage of using this database was that it gave access to a wide range of verified tenants, landlords and property managers across Victoria (beyond those on research panels) and enabled some more specific targeting to ensure quotas were met – with the ultimate goal of providing an accurate reflection of the experiences and views of the target audiences.
Tenants
The RTBA provided a random sample of contact details (email and telephone numbers) for 50,000 tenants who had lodged a bond since August 2015. Postcodes were used as a proxy for location quotas. The sample provided was filtered to ensure every tenant had valid contact details. Tenants whose property type was listed as ‘Rooming house’ were removed as well as all duplicate contact details.
The recency of this information means that the sample is skewed towards tenants who have lodged a bond since August 2015 and therefore tenants from longer-term contracts may be under-represented in the sample.
The RTBA database was used as it provides the most comprehensive source of contact information for tenants in Victoria and is a less obtrusive and more cost-effective way of sampling tenants than general population sampling.
Landlords
The RTBA provided a random sample of contact details (email and telephone numbers) of 12,131 landlords who have lodged a bond since August 2015. Quotas were imposed for postcode value (as a proxy for location). The sample provided was filtered to ensure every landlord had valid contact details.
The RTBA database of landlords is heavily skewed towards landlords who self-manage their property (as the details of landlords employing a property manager are not recorded). This is not representative of the landlord population, according to Census 2016 data, which tells use that approximately 22% of landlords self-manage. To counter-act this bias, sample from the RTBA was used in conjunction with other sources as described in the Methodology details on page 82 of this report.
Property Managers
The RTBA provided a random sample of contact details (email and telephone numbers) of 3,735 property managers who have lodged a bond with the RTBA, on behalf of landlords.
Quotas were imposed for postcode value (as a proxy for location). The sample provided was filtered to ensure every landlord had valid contact details.
NOTES TO THE READER
This research was conducted in accordance with the international quality standard for market and social research (ISO 20252).
In preparing this report we have presented and interpreted information that we believe to be relevant to achieve the objectives of this research project.
Where assumptions are made as a part of interpreting the results or where our professional opinion is expressed rather than merely describing the findings, this is noted. Please ensure that you take these assumptions into account when using this report as the basis for any decision-making.
Please note that percentages on single response questions may not total 100% due to rounding, or if the question was multiple response the total may also exceed 100%.
Throughout the report, weighted data is shown. See the Appendix below for more information about the weights used.
The actual questions asked in the survey are shown at the bottom of each page, along with the respondent base (typically all respondents). Where questions accepted multiple responses, this is specified after the question; otherwise questions should be assumed to have accepted a single response only. The questionnaire is also provided in the appendix.
Relevant statistically significant differences between sub-groups or questions are identified throughout the report at the 95% confidence level, using up / down arrows.
Please note that qualitative findings included throughout this report should not be considered statistically representative and cannot be extrapolated to the general population.
Fieldwork was scheduled in March to avoid coinciding with the extreme hot weather experienced in Victoria during January and February 2018. This was to reduce any bias related to the importance or performance of cooling features in properties. Despite this measure, it is possible that there could be some availability bias in some responses – by which we mean that the more recent and easier to recall an example/phenomenon is, the more prevalent/salient it is perceived as being. For example participants are more likely to have recently used cooling appliances in the warmer seasons, rather than heating, meaning they could potentially overestimate their overall use of cooling appliances and exaggerate the experience of cooling their residence relative to heating. The opposite would be true in cooler weather, and as such the availability bias is important to be aware of in research conducted at any time of year.
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FINDINGSThe findings are structured into four broad chapters:
1. The Current Landscape – Summary of perceptions of energy efficiency, and presence of energy efficient features
2. Tenants – Experiences of tenants and the presence of energy efficient features
3. Landlords – Knowledge of incentive schemes, reported presence of efficient features, maintenance plans
4. Property Managers - Knowledge and perceived importance of energy efficiency, repairs and replacements
5. Looking to the Future – Motivators, barriers and willingness to pay, along with information preferences
THE CURRENT LANDSCAPE In this section:
• An exploration of terminology
• Presence of energy-efficiency features
• Energy use vulnerabilities
• Energy-related tenant queries
• Property manager and landlord responses to queries/complaints
The term “energy efficiency” is not uniformly interpreted, representing an opportunity for
education about its broader meaning with ‘hidden ways to save, beyond appliances’
AN EXPLORATION OF TERMINOLOGY
The qualitative group discussions provided insights into consumers’ use and interpretation of language in the energy efficiency area.
The term “energy efficiency” was often interpreted within these groups to mean “things which reduce energy bills” or “things which use less energy”, and to a lesser extent related to behaviours aimed at minimising or even avoiding energy use.
In other words, it specifically related to appliances, and for some people also to the use of solar panels. It did not encourage people to think more broadly to the building itself – for example ceiling insulation, draught proofing or external shading. As such, there is a risk that using the term without also providing education about the fuller suite of options may limit people’s thinking disadvantageously as to potential solutions to cost and comfort issues in the home.
Beyond this, some landlords clearly considered ‘efficiency’ to be related to how long the appliance lasts rather than its star rating i.e. confusing it with warranty – and potentially relating this to ‘price efficiency’.
For a minority of participants, energy efficiency was a negative term, creating feelings of deprivation rather than positive benefits: ”A bit negative – like it’s asking you to give up something”.
All this indicates that:• Either the term energy efficiency needs to come with an explanatory definition within communications and – where possible – should
be used at a property level (i.e. ‘a property’s energy efficiency’)• Or a change in language may be helpful in terms of encouraging people to think about the energy efficiency of their property - no
clearly better option emerged from these discussions, but the discussions suggested ‘energy saving opportunities’ may have potential.
Within the quantitative questionnaires, we took the first approach i.e. clearly defining what was meant by energy efficiency.
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QT19. Which of the following are present in the property? / QL22. Which of the following are present in the property? (See ‘Features Descriptions’ in the Appendix for full descriptors as shown to participants.) Base: All tenants (n=854) or landlords (n=460). *Base: All tenants (n=653) or landlords (n=378) connected to natural gas
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PRESENCE OF ENERGY EFFICIENT FEATURESTenants reported generally low levels of energy efficient features in their homes, while
significantly higher numbers of landlords reported the presence of many of these items
25
31
41
39
46
41
23
24
19
26
15
12
6
68
58
57
48
46
45
43
40
32
32
17
12
4
Insulation
Showerheads
Reverse cycle
4+ star fixed appliances
LEDs
Thick curtains
Gas heating*
Gas hot water*
Draught proofing
Window shading
Solar hot water
Heat pump hot water
Solar panels
Presence of features in the property (%)
Tenants Landlords
This list of features was selected to represent a mix of fixed appliances and building shell features, available at a range of cost levels, and applicable to rental properties. Despite not falling under a strict definition of ‘energy efficiency’ (in that they do not reduce energy usage) solar panels were included due to participant feedback in the qualitative research and because uptake is seen to be increasing in owner-occupier properties.
The most commonly reported features among tenants were LEDs (46%), reverse cycle air-conditioning (41%) and thick curtains (41%), while for landlords these were insulation (68%), showerheads (58%) and reverse cycle air-conditioning (57%). With many of the items reported in fewer than half of the properties, the results show that there are significant opportunities to improve energy efficiency in rental housing.
Tenants are less certain of feature presenceThe difference between the responses of tenants and landlords can be partly explained by a lack of awareness; tenants recorded a higher proportion of ‘Don’t know’ responses than landlords for many of the features. This is particularly evident for the features not immediately visible or accessible to tenants (e.g. ceiling insulation and hot water heating systems). Tenants have also had less time to become familiar with the features, as the majority (54%) had been in the property for less than a year.
NB Presence of features was also covered in Consumer Affairs Victoria/EY Sweeney 2016 research (see Appendix). Although there were differences between the structure of the question and answer options, and the definitions of the features themselves, wecan see consistency in both the absolute and relative results.
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ENERGY-USE VULNERABILITIES FOR TENANTSAlmost two thirds of tenants (63%^) report difficulties heating and/or cooling their
homes, and/or choosing not to do so at some point in the last two years due to cost
Tenants
58% Found it difficult to maintain a comfortable temperature in…* 31%Chosen not to, due to cost,
in the last 2 years…
18%Receive a rebate on energy bills
6%Have an arrangement
with their energy company due to
financialdifficulties
7%Require a constant
temperature for health reasons
9%Received a
disconnection notice from their energy company in the
last 2 years
DM4. Do you receive a government rebate or concession on your energy bills (i.e. because you have a health care card)?DM4. Do you have a special payment arrangement with your energy company due to financial difficulty?DM4. Does someone in your household need the home to be kept at a constant temperature for health reasons?DM4. Do you find it difficult to maintain a comfortable temperature in your home on very hot days?DM4. Do you find it difficult to maintain a comfortable temperature in your home on very cold days?In the last couple of years…DM5. Have you chosen not to use air conditioning or other cooling systems on very hot days because you couldn’t afford it? DM5. Have you chosen not to use electric or gas heating on cold days because you couldn’t afford it? DM5. Have you received a disconnection warning from your electricity or gas company? DM5. Have you had your electricity or gas disconnected by your energy company? / Base: All tenants (n=854)
*Fieldwork was completed in early autumn, following a spell of hot weather in Victoria. This may explain why significantly fewer people reported having difficulties maintaining a comfortable temperature in cold weather – though this would need to be verified by conducting research following the colder months.
Research looked at six aspects of vulnerability: difficulty of maintaining a comfortable temperature at the property, choosing not to use heating or cooling due to cost, receiving an energy bill rebate or special payment arrangement, recent receipt of a disconnection notice, and those requiring a constant temperature for health reasons.
Notably, vulnerabilities relating to energy and temperature are higher in tenancies with children – 74% had difficulty heating/cooling their home and 40% had chosen not to use heating/cooling due to costs.
Younger (aged 18-34) tenants, those living in low-rent properties, and those in regional areas are also statistically more likely to have these vulnerabilities, as are tenants who feel less informed and less empowered regarding energy use. For a full breakdown of statistical differences by vulnerability, see pages 92-93 in the Appendix.
4% 24% 3%
Use cooling in hot weather
Use heating in cold weather
23% 28% 7%
Hot conditions only*
Cold conditions only
Use both cooling in hot weather and heating in cold weather
Both hot and cold conditions
^63% is the NET results of participants who have either found it difficult to maintain a comfortable temperature or chosen not to use heating/cooling in last 2 years or both
28
44
22
6
Frequency of energy enquiries: Property Managers (%)
Frequently (morethan once a month)
Occasionally (a fewtimes a year)
Rarely (less thanonce a year)
Never
QL20. Have you, or your property manager/agent ever received queries or complaints from tenants related to energy issues at the property? Base: All Landlords (n=460)QPM14. How often do you receive queries or complaints from tenants related to energy issues? Base: All property managers (n=50)QPM16. For each of these of energy-related features, please tell me if you’ve had any enquiries from either tenants and/or landlords, in the last 5 years?Base: All property managers (n=50)
22
ENERGY-RELATED QUERIES & COMPLAINTS FROM TENANTSEnquiries regarding energy issues are rare for most landlords and property managers
Both property managers and landlords were asked about the frequency of queries or complaints related to energy issues e.g. bill size or difficulty heating or cooling the property. Property managers were asked the question at an overall level, while landlords answered about the property they had owned for the longest. Most landlords (91%) had never had any such queries and the majority of property managers (72%) said they received them less often than once a year, or never.
91
54
Frequency of energy enquiries: Landlords (%)
Yes, more thanonce
Yes, once
No
Which features do property managers receive most enquiries about?In the last five years the most frequently asked about features were LED lightbulbs (54% recalled having received enquiries fromtenants, 42% from landlords), thick or ‘block-out’ curtains (46% from tenants, 22% from landlords) and water-efficient showerheads (42% received enquiries from tenants, 22% from landlords).
Property managers reported the lowest enquiry rates for heat pump water heaters (net 10% from either tenants or landlords), Rooftop solar PV panels (18%) and Electricity or gas boosted solar hot water systems (18%).
No statistical difference between landlords
with/without a Property Manager
23
Responses to energy-related complaints vary and are largely appliance-related, with
the wider energy efficiency of a property barely, if ever, a part of their solution
HOW PROPERTY MANAGERS RESPOND TO COMPLAINTS
QPM15a. [Open ended] What actions do you take, or what do you say when tenants complain about the size of the energy bills, or say they are having difficulty maintaining a comfortable temperature? Base: All property managers (n=14)QPM15b. [Open ended] What actions would you take if a tenant complained about the size of the energy bills, or said they were having difficulty maintaining a comfortable temperature at one of the properties you manage? Base: All property managers (n=36)
Response Themes* Quotes
CHECK OR REPAIR APPLIANCE
“I would ask the owner to service the appliances.”
“I'd have the appliance serviced, if there's something wrong with the appliance.”
“We would send an electrician out to see if it has to do with a faulty appliance and request the landlord to change it if needed.”
“I would investigate if theirs was a faulty appliance, however if it was their usage then it’s their problem.”
SUGGEST FOR TENANTS TO CHANGE ENERGY
SUPPLIER
“Usually we leave it to them to source their energy company and find out the rates. If there was an issue with an appliance then we would look into it.”
“Suggest it's a free market, so shop around.”
EDUCATE TENANTS ON ENERGY CONSUMPTION
“It’s a case by case. I make them aware of the energy that is required of the property that they are taking on. Try and make their energy use more practical for them.”
“If the appliance isn’t faulty, we would ask the tenant to change the way they use the appliance so they save on consumption.”
LEAVE IT UP TO TENANTS “Up to you to manage your appliance, up to the tenant.”
SUGGEST ENERGY EFFICIENT SOLUTIONS
“I ask the landlord to replace it to a more efficient appliance.”
“Ensure the areas are sealed, windows are closed, then go to landlord depending on the situation and suggest more energy efficient appliances.”
* Themes ordered in approximate descending order of mentions
Property manager responses to energy-related complaints from tenants(Listed in descending order of frequency of mentions)
Property
Managers
Within the qualitative research we also noted this problematic tendency to default
solely to checking for faulty appliances in the event of energy-related complaints
‘APPLIANCE CHECKING’
In the qualitative research, all of the eight property managers had received complaints about high electricity bills from tenants, often regarding the costs of heating or cooling the property – as had some of the landlords.
If a tenant complains of high bills, it seems to be common practice for the property manager or landlord to send someone to service the heater, assuming a fault or age issue. If the heater is found to be faulty, it is fixed or replaced. But if it is not, no further action is taken –no party appears to look for other causes of high bills beyond the appliance itself. In one case, the tenant was also responsible for covering the cost of the service if nothing was found to be wrong with the appliance.
From the property managers’ and landlords’ perspectives there are many factors not related to the property which may result in high bills, such as whether the tenant is using the heating/cooling systems correctly, whether they have brought in low star rated appliances, whether they are leaving doors open, or perhaps just using too much energy – these are all unknowns, and as such going to a lot of trouble to investigate a complaint can feel like a waste of their time when ‘the property is not clearly at fault’.
Certain cases were mentioned where an energy-efficiency issue was obvious (e.g. large uncurtained / unshaded east facing windows, or windows located right next to heaters) and action such as adding curtains or shading was taken – but seemingly the cause needed to be clearly visible and obvious in order for it to be considered as a reason for the uncomfortable temperature.
The findings from both the qualitative research and the quantitative survey in this regard further highlight the knowledge gaps when it comes to considering the overall energy efficiency of rental properties. Conveying to all parties involved that there may be many other reasons for high bills beyond just faulty appliances, and that they need to think more broadly about it, may have a real influence on the process which takes place in the instance of a complaint.
24
TENANTSIn this section:
• Search criteria for a rental property
• Quality of rental properties and relationships with landlords and property managers
• Drivers of a good rental experience
• Perceptions of household energy use
• Information and empowerment
• Reported presence of efficient features
• Further research and enquiry
The qualitative research indicated four main reasons why “energy efficiency” is not
top-of-mind for tenants during the rental decision …
WHY ENERGY EFFICIENCY ISN’T IN TENANTS’ SEARCH CRITERIA
The very high competition in the rental market across Victoria, giving limited choice to tenants and limited incentives for landlords and property managers to consider the energy efficiency of the properties they are renting (even if tenants were demanding this).
The natural tendency for prospective tenants to evaluate the visible rather than the ‘invisible’ features of the property – the things they can see in front of them. A property’s ‘energy efficiency’ is something of an intangible. It did not seem to be something that had occurred to most people to look into (unless they had had a bad experience with a property that was very difficult to heat or cool in the past), nor is it something most would know how to assess anyway.
In contrast to ‘fixed’ features of the property such as price, location (proximity to schools and public transport), and number of bedrooms, over which the prospective tenant has no control, there are some indications that tenants feel energy bills are a factor over which they can exercise at least some control, and therefore it can become less important in the decision-making process.
Finally, energy usage is of course not consistent and comparable across different tenants – their retailers, appliances, family size, needs and behaviours all play a role in their energy use levels. This may increase the perception from the tenant’s perspective that energy use is at least partially within their control. It is worth noting here that participants did not know how much energy they use; instead the dollar amount on their bills was a proxy for relative use.
However, the presence of heating and cooling, and possibly gas hot water and occasionally gas cooking, did appear to be important considerations in a rental property. In regional areas, people mentioned not just the presence but also the type of system being a factor in the decision, pointing to some awareness that gas is cheaper to use than electricity for these things. Although the star rating of such appliances did not seem to be generally known or considered, the way they look (how new, howmodern) can be important from tenant, landlord and property manager perspectives, in that a more sleek and modern-looking system can add value to the rental price.
26
1
2
4
3
!
QT6. Overall, how would you rate the quality of your rental property as a place to live? QT9. Have you ever asked your landlord/estate agent for any sort of change or improvement to your rental property (other than urgent repairs)? Base: All tenants (n=854)
27
QUALITY OF RENTAL PROPERTIESThe quality rating for rental properties was quite high, with an average score of 7.1.
The ability to maintain a comfortable temperature factored into lower scores
How highly people rate the property is correlated with the amount of rent they pay• Tenants who pay high rent ($1,800+ per month) were significantly more likely to rate the quality of their property highly than
tenants who pay medium rent ($1,401 - $1,800), with net 7-10 ratings of 78% vs 68% respectively. • In turn, tenants who pay low rent ($0 - $1,400) were even less likely to rate the quality of their property highly (58% gave a rating of
7 or more). • Tenants with townhouses also rated the quality of their property more highly (86% vs 67%), while those with children tended to
have a lower view of their property than those without children (60% vs 71% gave a rating of 7 or more).
Ability to control temperature is linked to rating of a propertySignificantly lower ratings were given to properties where tenants said they have difficulty in maintaining warm/cool temperatures (58% vs 85%), along with properties where tenants had avoided using appliances to warm/cool the house because of the cost (54% vs 76%).
9 22 24 25 21All Tenants (n=854)
Rating the quality of property as a place to live (%)
0-4 (Poor) 5-6 7 8 9-10 (Excellent)Just 9% of tenants rated their property less than 5 out of 10,
while 69% gave a 7 or more
NET Good(7 to 10)
Average rating
69 7.1
Tenants
QT7 How would you rate the relationship with your landlord/property manager? Base: All tenants who specified who they liaise with on matters related to the property (n=847)QT9. Have you ever asked your landlord/property manager for any sort of change or improvement to your rental property (other than urgent repairs)?Base: All tenants who specified who they liaise with on matters related to the property (n=847)
28
QUALITY OF RELATIONSHIPSTenants dealing directly with landlords tended to feel they had a better relationship
than tenants who dealt with a property manager
Average rating
8.2
6.817
7
20
8
15
12
16
19
32
54
Tenants with contact onlywith
Property Manager (n=675)
Tenants with contactwith Landlord (n=172)
Rating the relationship with landlord/property manager (%)
0-4 (Poor) 5-6 7 8 9-10 (Excellent)
4655
71
51
352710
29
19191919
Tenants who gave7-10 rating
Tenants who gave5-6 rating
Tenants who gave0-4 rating
All Tenants
Request for any changes/upgrades by rating of relationship with landlord/property manager (%)
Would be unlikely to askfor changes in future
Would ask for changesin future
Have asked for changes
The lower satisfaction rating with property managers was also seen in the qualitative discussions.
Here we saw that some tenants with a property manager were frustrated where they perceive that there is a delay with requests, and some may even suspect the property manager isn't passing their requests on.
Those who were unhappy with the relationship were more likely to have asked for changes to be made at the property (71%), which may indicate that they have been unsuccessful and/or it was not a positive experience.
Those paying a low rental amount ($0-<$1,400) are more likely than those with a high rent ($1,800 and over) to have not asked for any change, and to be unlikely to do so in the future.
Tenants
Value for money and fixed appliances are the primary drivers of tenants’ overall
perceptions about the quality of their rental property
DRIVERS OF RENTAL EXPERIENCE
29
The figure below summarises the key drivers impacting tenants’ rating of their rental properties. The Impact Score tells us the relative importance of each attribute in driving perceptions of tenant’s overall quality of their rental property as a place to live, derived from regression modelling –these scores total 100% across the metrics included in the model.
All rating questions about the property were included, with ‘General property condition’ by far the strongest driver with an impact score at 56%, over-shadowing all others. As this was also highly correlated with overall property quality, it was removed from the model below to better understand the impact of more specific measures.
Value for money emerged as the main driver of overall perceptions of the property, impact score of 30%, while the performance and presence of fixed appliances were also influential (25% and 17%). By comparison, the cost of energy bills had a negligible impact on ratings overall, while ease of maintaining a comfortable temperatures only had a small impact (5%).
Although we saw earlier in this section that tenants who have difficulty maintaining temperatures in the property, and those who have not used appliances to warm/cool the house because of cost gave significantly lower overall quality ratings, it would appear that these issues – while salient aspects of the rental experience – have less impact overall than some of the other attributes.
TENANCY ATTRIBUTESNET LOW RATINGS
(% 0-4)NET HIGH RATINGS
(% 7-10)AVERAGE RATING
IMPACTSCORE (%)
The value for money you get from your rent 18 54 6.4 30
Performance of fixed appliances in the property 17 64 6.8 25
Presence of fixed appliances in the property (e.g. dishwasher) 15 67 7.0 17
Rating of relationship with landlord/property manager 15 67 7.1 8
Security at property 18 60 6.7 7
Size of the property 12 66 7.0 6
Ease of maintaining a comfortable temperature indoors 28 51 6.1 5
Cost of energy bills (i.e. electricity and gas) 26 42 5.8 1
Location (e.g. proximity to shops, public transport, schools) 5 84 8.2 <0.5
QT7 How would you rate the relationship with your landlord/property manager? Base: All tenants who specified who they liaise with on matters related to the property (n=847)QT8 How would you rate the following aspects of your rental property? Base: All tenants (n=854)NB: The ‘fit’ or Adjusted R-squared result for this model was very strong in explaining the overall ratings, at 0.69.
Tenants
QT11/QT14. How much was your most recent electricity/gas bill? / QT15. Roughly speaking, how much electricity / and gas do you think your household uses?Base: All tenants (n=854)
30
PERCEPTIONS OF HOUSEHOLD ENERGY USETenants’ perceptions of their energy use are broadly in line with their actual energy
bills, indicating that many with high bills are aware of this fact
The fact that people are broadly conscious of whether they are a high energy user indicates that communications which use this language may be helpful in encouraging them to seek or engage with energy efficiency information. However, it is very important to note that those with lower bills are not necessarily living in highly efficient properties – they may simply be highly conscious of their energy use, including not switching on appliances.
2 1 2 1
25 3017
12
5054 61
46
1914 18
32
4 1 29
Total Low energy bill($0 - $130 per month)
(n=150)
Medium energy bill($131 - $210 per month)
(n=166)
High energy bill($211+ per month)
(n=133)
Perceived Energy Use (%)
A great deal
A fair bit
A moderate amount
Not that much
Hardly any
Tenants were requested to give an estimation of their most recent electricity (and if present, gas) bills, based on the frequency of issue (e.g. monthly, bi-monthly or quarterly). Responses were then converted to a standard monthly amount and three categories created(low, medium, high bill) based on the distribution of results in the sample. Tenants were also asked how much energy they think their household uses (from ‘hardly any’ to ‘a great deal’) and results compared.
Tenants who did not give an electricity/gas bill amount (n=405) have been included in the total, but not shown in the bill amount split
Tenants
QT16. How informed do you feel about how to minimise your household’s energy use and bills, while maintaining a comfortable living environment? QT17. How empowered do you feel to minimise your household’s energy use and bills, specifically through the physical aspects of your home and types of appliances there? Scale: 0 = not at all, 10 =completely informed / empowered. Base: All tenants (n=854)
31
MINIMISING ENERGY USE: EMPOWERED VS INFORMED
21 25 16 19 20
How informed do you feel about how to minimise energy use and bills (%)
Poorly informed (0-4) 5-6 7 8 Well informed (9-10)
NET Informed(7 to 10)
Average rating
55 6.3
36 27 11 13 13
How empowered do you feel about how to minimise energy use and bills (%)
Low empowerment (0-4) 5-6 7 8 High empowerment (9-10)
NET Empowered
(7 to 10)
Average rating
37 5.2
While the majority of tenants feel informed about how to minimise their energy use
and bills, a fairly large proportion (36%) reported low levels of empowerment to do so
It is notable that despite relatively high levels of ‘feeling informed’, we see later on many participants had not investigated some types of energy efficient features (such as insulation, gas heating, gas hot water and heat pump water heaters – see page 35). This may indicate some have lower awareness than they realise or report.
Tenants
QT16. How informed do you feel about how to minimise your household’s energy use and bills, while maintaining a comfortable living environment? QT17. How empowered do you feel to minimise your household’s energy use and bills, specifically through the physical aspects of your home and types of appliances there? Base: All tenants (n=854)
32
MINIMISING ENERGY USE: EMPOWERED VS INFORMED CONT’DParticipants who have difficulty managing the temperature in their homes are
significantly less likely to feel informed or empowered to minimise energy use
Tenants who have difficulty maintaining a comfortable warm/cool temperature in their property feel not only less informed butparticularly less empowered to make changes to minimise their energy usage and bills. Similarly, tenants who have chosen not to use heating and/or cooling due to cost implications in the last couple of years feel even less informed and empowered to make changes to minimise their energy usage and bills.
In addition, those who felt significantly less knowledgeable and empowered were participants with children in the household (46% informed and 27% empowered), and those who currently have high energy bills (38% informed and 23% empowered). Participants in either one or both of these groups comprise 29% of the sample. Older participants (aged 65+) were significantly more likely to feel informed and empowered (net 7+ informed at 73% and 52% net empowered), as were those with low energy bills (70% informed and 48% empowered).
6.36.0 5.9
5.7 5.65.2
4.44.0 3.9 3.9
Total (all tenants) Have difficulty keepinghouse cool
Have difficulty keepinghouse warm
Have not used coolingbecause of cost
Have not used heatingbecause of cost
How informed/empowered do you feel to minimise energy use and bills (Mean)*
Informed Empowered
*All results are significantly lower than other sub-groups (e.g. people who do not have difficulty keeping the house cool, etc.)
Tenants
28
15
14
11
10
6
5
5
5
5
5
Not allowed to make changes
Landlord/agent will decline request
Old/outdated appliances
Poorly designed windows/doors
Poor insulation
Poorly constructed property
Lack of information/knowledge
I already take what action I can
Large bills, regardless of action
Not sure how to change energy use
Can't afford upgrades/rent increase
Top reasons for not feeling empowered (%)
QT17. How empowered do you feel to minimise your household’s energy use and bills, specifically through the physical aspects of your home and types of appliances there? Base: All tenants (n=854)QT18. [Open ended] What makes you give that rating? Base: Tenants who rated 0-4 (not empowered) when asked how empowered they felt to minimise their energy consumption (n=339) / Base: Tenants who rated 7-10 (empowered) when asked how empowered they felt to minimise their energy consumption (n=282)
33
REASONS FOR EMPOWERMENT AND LACK THEREOF
36 27 11 13 13
How empowered do you feel to minimise energy use and bills (%)
Low empowerment (0-4) 5-6 7 8 High empowerment (9-10)
Tenants’ beliefs that they are not allowed to make changes, and/or that landlords or agents
will deny requests, are the most common reasons given for a lack of empowerment
30
28
15
4
4
Can or have taken action toreduce usage
Have knowledge andinformation to reduce usage
General sense of control ofenergy use
Current appliances areefficient
Have an environmentalconscience
Top reasons for feeling empowered (%)
After not having permission to make changes, or believing a request will be declined, a range of issues were cited with the actual property itself (e.g. construction, design and age of appliances). Only 5% stated that lack of information/knowledge was a barrier to feeling empowered.
Tenants
QT19. Which of the following are present in your property?Base: All tenants (n=854) / *Base: All tenants connected to natural gas (n=653)
34
PRESENCE OF ENERGY EFFICIENT FEATURESThe most widespread features tenants reported as present in their home were LED
lightbulbs, reverse cycle air conditioning systems, thick curtains, and 4+ energy-star
fixed appliances
46
41
41
39
31
26
25
24
23
19
17
12
4
42
44
56
44
43
72
21
33
42
66
70
51
88
12
15
3
17
26
2
55
43
35
15
13
37
8
LEDs
Reverse cycle
Thick curtains
4+ star fixed appliances
Showerheads
Window shading
Insulation
Gas hot water*
Gas heating*
Draught proofing
Solar hot water system
Heat pump water heater
Solar panels
Energy efficient features present in rental properties (%)
Present Not Present Don't know
Perhaps unsurprisingly, tenants have the greatest uncertainty about which features are present if they are ‘out-of-sight’ such as ceiling insulation (55% don’t know if feature is present), gas hot water heating systems (43%) and heat pump hot water heaters (37%).
The lack of awareness around the presence of ceiling insulation (55%) in particular suggests there could be an opportunity to raise tenant awareness.
Regional tenants were more likely than metro tenants to have gas hot water (36% vs 20%) and solar boosted hot water (28% vs 14%).
Houses were more likely than flat/apartments to have gas heating system (35% vs 13%), gas hot water system (30% vs 13%), and external shading (33% vs 16%).
Tenants
16
12
5
13
6
6
5
6
8
6
5
29
27
28
23
21
16
18
14
13
12
13
ANY PRODUCT (n=854)
Thick curtains (n=424)
LEDs (n=374)
Reverse cycle (n=451)
Draught proofing (n=594)
4+ star fixed appliances (n=442)
Showerheads (n=450)
Insulation (n=511)
Gas heating (n=413)
Gas hot water (n=438)
Heat pump water heater (n=441)
Energy efficient features researched or enquired about (%)
Enquired with landlord/agent Researched
QT24. Thinking about the things you said were at least somewhat appealing, have you ever researched them or asked your landlord or real estate agent about having them at your current property?Base: All tenants who did not have the feature installed, and who found the feature at least somewhat appealing
35
RESEARCH AND ENQUIRYSome tenants – and especially the more vulnerable – had looked into a number of
efficiency features, indicating lack of presence is not only due to lack of awareness
Gap between research and enquiry: • For all features except reverse cycle air
conditioners, fewer than half of participants who had conducted research went on to enquire about having them installed at their current property.
• The gap between research and enquiry is often large. The barriers are discussed in greater detail in the Looking to the Future section, but in short it indicates that, since landlords’ refusal is seen as the primary barrier, even when tenants do their own research they may decide that requesting updates or changes will be futile and/or that the feature’s benefit is not worth its cost if they will need to pay for it themselves.
Likelihood to research/enquire: • Tenants with children in the household are
statistically more likely to have looked into gas heating (29% vs 15%), gas hot water (27%vs 13%) and 4+ star fixed appliances (30% vs 19%).
• Those with high energy bills are more likely to have looked into fixed appliances (36% vs 17%).
NET Looked Into(researched
and/or enquired)
38
36
32
32
26
22
22
19
19
16
16
62 22 16
Never researched or enquired about any Researched products, but never enquired Enquired about products
Net Researched or enquired about features with current landlord or agent
Tenants
LANDLORDSIn this section:
• Information levels & knowledge of incentive schemes
• Reported presence of efficient features
• Maintenance plans for urgent repairs
• Attitudes to energy efficiency
Qualitative research insights
LANDLORDS OVERVIEW
As is already known through prior research, one of the barriers to improving energy efficiency in rental properties is that landlords may not perceive any real incentive to do so, since they do not tend to be able to recoup the cost.
Like tenants and property managers, many landlords seemed to expect that increasing energy efficiency would always come at a high cost. Because every tenant is different in terms of their energy consumption (e.g. if they have children, amount of time spent at home, energy rating of the appliances they have brought to the property, how energy-conscious they are in behaviour), landlords struggled to see how they could put a figure on a rent increase by installing a feature. Some also thought that while repairs and maintenance were tax deductible, improvements to rental properties were not.
A small number of these landlords did say they considered the energy rating when purchasing or replacing appliances, and this appeared to be reflective of their personal values (i.e. broader environmental concerns) – but nonetheless, cost always factored into the decision. Energy efficiency was almost never the primary consideration and was often quite low down in the list of priorities. Size constraints and aesthetics were typically more important. While they did not necessarily want to go for the cheapest option, given the relationship between price and product quality, there was a cost-benefit trade-off since they did not receive the energy bills.
37
Landlords
Factors likely to increase their interest in energy efficiency at their rentals included: the fact that there is a range of options to improve efficiency, and that these options are not all expensive or hard toinstall; the extent of the savings which could be made by installing certain options; if a measure was seen as an investment which could improve resale value; or if they felt it would help them to retain a ‘good’ tenant. However, almost all landlords felt monetary incentives would be necessary to drive improvement of energy efficiency in rental properties at a general level.
Similar to other segments, landlords were largely unaware of anywhere they could go to access more information about energy efficiency at a broader level (i.e. not just specific to a particular feature) – nor had they thought to look.
A note on landlord terminology
We also discussed what this group preferred to be called. Most referred to themselves as a ‘landlord’; a handful said ‘investor’; and a handful used both terms, depending on the situation. Those who called themselves investors were more likely to have bought the property specifically as an investment and not lived in it themselves. Even though a small minority appeared to have some discomfort with it, ‘landlord’ appears to be a more universally appropriate and commonplace term – not everyone identifies with the word ‘investor’.
QL19. How informed do you feel about how to minimise the energy use and bills, while maintaining a comfortable living environment for tenants at your rental property? Scale: 0 = not at all, 10 = completely informed. / QL21. Are you aware of any government incentives to improve the energy efficiency of residential properties?Base: All landlords (n=460)
38
INFORMATION LEVELS AND KNOWLEDGE OF INCENTIVESMajority of landlords feel ill-informed on energy efficiency matters, including
features and government incentives to improve efficiency
26 32 17 15 10
How informed do you feel about how to minimise energy use at your rental property? (%)
Poorly informed (0-4) 5-6 7 8 Well informed (9-10)
NET Informed(7 to 10)
Average rating
42 6.1
Landlords feel less informed than tenants about how to minimise energy use at their rental properties, with only 42% saying they feel informed (i.e. gave 7-10 score), compared with 55% of tenants.
The lowest levels of feeling informed about minimising energy usage were reported by younger landlords aged 18-44 (an average rating of 4.9 out of 10) and those who use a property manager (5.2 on average), while the highest ratings came from those landlords aged 65 and over (7.3), those who owned six or more rental properties (6.9) and those who self-manage their properties (6.9).
Just 16% of landlords were aware of any government
incentives to improve energy efficiency6% were aware of incentives for solar energy
5% were aware of incentives for low energy lighting
3% were aware of incentives for LED lighting
Landlords
QL22. Which of the following are present in your property?Base: All landlords (n=460) / *Base: All landlords with property connected to natural gas (n=378)
39
PRESENCE OF ENERGY EFFICIENT FEATURESCeiling insulation, water-efficient showerheads and reverse cycle systems are the
most widespread features present in rental properties as reported by landlords
68
58
57
48
46
45
43
40
32
32
15
12
6
10
21
33
28
34
47
30
25
65
45
73
65
90
22
22
10
25
20
9
27
35
3
23
12
24
4
Insulation
Showerheads
Reverse cycle
4+ star fixed appliances
LEDs
Thick curtains
Gas heating*
Gas hot water*
Window shading
Draught proofing
Solar hot water system
Heat pump water heater
Solar PV
Energy efficient features present in rental properties (%)
Present Not Present Don't know
There is some uncertainty among landlords regarding the presence of efficient gas hot water systems (35% of landlords did not know if this was installed in their property), efficient appliances (25%) and efficient gas heating system (27%).
Landlords using a property manager were less likely than landlords who self-manage to report that features were present, and were more uncertain of which features are present in the property – e.g. ceiling insulation (25% don’t know vs 10% who self manage), gas hot water (37% vs 25%), thick curtains (10% vs 3%).
Properties with low market value (Less than $300k) are less likely than those with a high value ($1M and over) to have the following features:- LED light bulbs (17% vs 55%)- Ceiling insulation (43% vs 88%)- Gas heating (19% vs 50%)- Solar hot water (1% vs 19%)
Landlords
QL13. When it comes to urgent repairs at the property, how often do you leave the final decision to your property manager/agent about the works and choice of any replacement items? Base: Landlords that use a property manager (n=237) / QL14. Have you established a pre-approved spending limit for repairs or maintenance at the property, which your property manager/agent is able to use without your permission? Base: Landlords that use a property manager (n=237) QL15. And what type of repairs have you authorised the property manager/agent to make within this pre-approved spending limit? Base: Landlords that use a property manager and have a pre-approved spending limit (n=158) / QL16. What amount is the pre-approved spending limit set at? Base: Landlords that use a property manager and have a pre-approved spending limit (n=158) / QL17. Do you have any of the following set-up to help you manage the property? Base: All landlords who self-manage (n=193)
40
MAINTENANCE PLANS FOR URGENT REPAIRSThe majority of landlords give their property manager control to make urgent repairs,
with pre-approved spending limits, while most self-managing landlords have neither a
plan for upgrading their properties nor any maintenance schedules.
67% have a pre-approved spending limit for their property
managers to use for urgent repairs and maintenance
77% pre-approved urgent repairs only
23% pre-approved both urgent and non urgent repairs/ upgrades
$973: Average pre-approved spending limit
(ranged from $100 to $1,800)
18% use a maintenance schedule for their property
17% have a plan to make upgrades in the future
72% have neither of the above
Among landlords with property managers…
Among landlords who self-manage…
Landlords were asked how they manage decisions around repairs and maintenance. The results suggest a more organised approach among those with property managers, and a greater level of autonomy for property managers than tenants might perceive, despite tenantsreporting better relationships with landlords than property managers. This may warrant further investigation.
5
12
11
17
36
19
Property managers make the final decision… (%)
All the time
Most of the time
Only sometimes
Rarely
Never
Hasn’t happened yet / not applicable
Landlords
QL31. To what extent do you agree or disagree with the following statements?Base: All landlords (n=460)
41
ATTITUDES TO ENERGY EFFICIENCY
7
1
2
1
11
5
5
2
14
12
2
1
34
23
16
11
23
40
30
29
11
19
44
56
Properties with low energy efficiency can have negativehealth impacts on the occupants
Making energy efficiency upgrades represents a goodinvestment in my property/properties
I am concerned about climate change and theenvironment
Making energy efficiency upgrades lowers householdenergy bills
Agreement with energy related statements (%)
Don't know Strongly disagree Somewhat disagree
Neither agree, nor disagree Somewhat agree Strongly agree
NET Disagree
NET Agree
3 85
7 75
17 59
25 34
Most landlords agree that energy efficiency upgrades lower bills and over half
think this represents a good investment in the property
Landlords in regional Victoria have higher net agreement (strongly or somewhat) that energy efficient upgrades lowers household bills (91% vs 82%) while landlords who use a property manager are more likely to agree (strongly or somewhat) that energy efficient upgrades represent a good investment in properties (61% vs 50%).
Landlords
PROPERTY MANAGERS
In this section:
• Qualitative insights
• Current knowledge levels regarding energy efficiency
• Their perception of the importance of energy efficiency to tenants
• Repairs and replacements
Qualitative research insights
PROPERTY MANAGERS OVERVIEW
There was a wide spectrum of knowledge and attitudes towards energy efficiency amongst property managers interviewed. Indicatively within this small sample (n= 8 in depth interviews) – but supported by other research (e.g. EY Sweeney, 2016) – the property managers who think about, care about, and/or take action regarding energy efficiency are in the minority. This is also demonstrated by the quantitative findings on the following pages.
This lack of interest appeared to be linked to: • a sense that the landlords themselves will not be interested (due to cost barriers, and a lack of need to make such improvements to
properties in a “landlords’ market” (i.e. highly competitive rental market) • a lack of knowledge and understanding among property managers • a lack of incentive for property managers to do this – e.g. unsure how it would benefit them, when they already have so many other
things to do.
Many property managers felt poorly informed about the energy efficiency of properties – again, as is demonstrated by the quantitative findings on the following pages.
However, after a conversation, some were interested in playing a more active role, where they could see a benefit to landlords, the environment, the tenant, and themselves (fewer calls/complaints, happier tenants and landlords, potentially longer tenancies). Others were more reluctant, noting they already have a lot to deal with in their roles. They needed to be convinced their advice would be appreciated by the landlord, and that they are providing advice that would provide a real benefit to the landlord (i.e. that would enable them to provide a good service, and enhance relationships) rather than just costing them money.
43
Property
Managers
QPM6. What features of a rental property do you think are most important to prospective tenants when they are considering a property? Base: All property managers (n=50)
44
PERCEIVED IMPORTANCE OF FEATURES TO TENANTSReflecting the views of tenants, property managers did not see the cost of energy bills as
being high on the priority list for prospective tenants, though in-built appliances were
46
0
6
8
14
14
16
18
34
36
42
Other
Cost of energy bills
Performance of in-built appliances
Ease of upkeep
Physical size of the property
Ease of heating/cooling
Off-street parking
Number of bedrooms
Location
Presence of in-built appliances
General condition of the property
Property managers’ perceived importance of features to tenants (%)Property managers’ views of what is important to tenants were similar to those of tenants themselves. As well as energy bills not being of greatest importance, efficiency related issues such as ease of heating and cooling (14%) and performance of appliances (6%) were also less likely to be seen as particularly important.
This question is not strictly comparable with the similar question asked to tenants, as we asked tenants to rate each aspect of their current property, not just what is most important to them when looking for a property. However, when rating their current properties, tenants gave the highest scores for location (8.2), appliances (7.0), general condition (7.0) and size of property (7.0), indicating that property managers have a good understanding of what tenants are looking for.
Qualitative interviewees rarely received any energy-related enquiries. Furthermore most felt they couldn’t currently ‘sell’ energy-efficient features (e.g. double glazing) to prospective tenants in open inspections. As such, most would not bother mentioning them at all, nor would they factor them into the rental prices they suggest to landlords. These findings suggest it could be beneficial to assist property managers in having conversations around ‘total property running costs’ with both tenants and landlords.
Price and cleanliness were among ‘Other’
features mentioned
Property
Managers
QPM17. How would you rate your level of knowledge about each of the following?QPM18. Are you aware of any government incentives to improve the energy efficiency of residential properties? IF YES: have you ever discussed them with any of your landlords?Base: All property managers (n=50)
45
INFORMATION LEVELS AND KNOWLEDGE OF INCENTIVESStated knowledge of energy efficiency was low, particularly regarding the health
implications of properties with low energy efficiency
Just under half (48%) of property managers were unaware of any government incentives to promote energy efficiency in residentialproperties. Of those that were aware, the vast majority (81%) has discussed them with landlords, despite only 16% of landlords saying they were aware of any government incentives. These results indicate there are opportunities to not only raise awareness of government incentives among property managers, but also that they need support in conveying this information to landlords.
52
34
34
28
30
24
16
36
32
36
32
36
14
18
16
14
18
18
14
10
14
14
16
14
4
2
4
8
4
8
The health impacts associated with rental properties that havepoor energy efficiency
The energy efficiency of the rental properties you manageoverall
The financial benefits to tenants in improving a property’s energy efficiency
The cost to buy and install things that can reduce energy usagein rental properties
The range of ways in which energy efficiency could be improvedin rental properties
The benefits to landlords in improving a property’s energy efficiency
Property manager knowledge levels across various energy efficiency factors (%)
0-4 (Poor knowledge) 5-6 7 8 9-10 (Excellent knowledge)
Average rating
5.8
5.6
5.3
5.1
4.9
4.6
Property
Managers
46
AUTHORITY IN REPAIRS AND MAINTENANCEProperty managers tend to have more authority when carrying out urgent (vs non-
urgent) repairs, though the majority of landlords have to approve all decisions
78% of property managers have a pre-approved
spending limit with all (46%) or some of their
landlords (32%)
56% have approval to authorise both urgent and
non-urgent repairs and upgrades
44% have approval to authorise urgent repairs only
5565
28 20
18 15
Urgent repairs Non-urgent repairs
Urgent and non-urgent repair responsibility (Average %)
Landlords give you controlover the decisions up to acertain financial limit
Landlords give youcomplete control
Landlords require you torefer all decisions to them
This indicates the importance of communicating with both property managers and landlords to encourage them to consider energy efficiency when conducting repair work. There is also likely to be benefit in providing property managers with the tools to discuss energy efficiency considerations with landlords at these critical points.
Notably, landlords seem to report giving more autonomy to property managers than is evident here, which may warrant further investigation.
QPM7. Thinking about all of the landlords that you deal with, specifically when it comes to decisions on urgent/non-urgent repairs at the properties, roughly what proportion of the landlords …? Base: All property managers (n=50) / QPM8. Does your company use in-house maintenance, or sub-contract to external suppliers? Base: All property managers (n=50) / QPM9. Do you establish a pre-approved spending limit for repairs or maintenance at the properties you manage, which you are able to use without the landlord’s permission (whether for urgent or non-urgent works)? Base: All property managers (n=50) / QPM10. And what type of repairs are you authorised to make within this pre-approved spending limit? Base: property managers with pre-approved spending limit (n=39) / QPM11. What amount is the pre-approved spending limit typically set at? Base: property managers with pre-approved spending limit (n=39) / QPM12. Do you establish maintenance schedules with any of your landlord?Base: All property managers (n=50)
$1,117: Average pre-approved spending limit
(ranged from $200 to $3,000)
28% always or usually establish a maintenance schedule
for upgrades or changes to properties they manage
24% occasionally or rarely set up a maintenance schedule
48% never set up a maintenance schedule
Property
Managers
QPM13a. The last time an appliance needed replacing at one of the properties you manage (e.g. water heater, dishwasher, air-conditioner), how important were each of the following factors in the decision about the replacement?QPM13b. And across those factors would you say that was reflective of what’s important regarding appliance replacements in general, or was that last replacement an unusual situation? Base: All property managers (n=50)
47
WHAT IS IMPORTANT WHEN REPLACING APPLIANCESProperty managers identified price, like-for-like replacements and the demands
of the landlord as being the most important factors in decision-making
Most (86%) of property managers said this was reflective of appliance replacements in general (not just the last time they did so).Qualitatively, we also heard that the ability to choose more energy efficient features was inhibited by time constraints and the type of appliance which needed replacing. For instance, a dishwasher is not considered an essential, and so the parties involved have time to research options, but hot water systems or broken heaters require swift action which may result in a default choice.
33
44
32
30
28
18
13
4
42
24
36
43
35
27
9
20
7
9
9
11
9
17
18
9
13
14
11
4
14
9
11
7
20
16
30
4
18
7
9
9
30
49
47
50
Aesthetics
What the tenant wanted
Brand
Specific Model
Energy Rating
Size
What the landlord wanted
Like-for-like replacement
Price
Most important factors when replacing last appliance (%)
0-4 (Not important) 5-6 7 8 9-10 (Extremely important)
Average rating
8.5
7.8
7.6
6.2
5.2
5.0
4.9
4.6
4.6
Property
Managers
The research suggests there is a role for tradespeople in encouraging the uptake of
energy efficient appliances – but they need to be convinced landlords would support this
THE ROLE OF TRADESPEOPLE
48
While tradespeople were not a target audience for this research, our conversations with all three segments included in the research suggest there would be some opportunity for them to play a greater role in promoting energy efficiency in the case of appliance emergencies.
The process during appliance emergencies was generally a ‘like for like’ replacement, otherwise it is something in a similar price range, based on perceived landlord expectations. Reports were that some tradespeople even thought like-for-like (i.e. an identical replacement) was compulsory.
Few landlords and property managers had experienced tradespeople suggesting more energy efficient appliance replacements. Where they had, some suspected the underlying reason was just to provide two quotes so the property manager would not need to approach a second tradesperson for a quote.
A plumber within the tenants group discussions stated they would never suggest an energy efficient option to a landlord as they did not believe landlords would be interested.
LOOKING TO THE FUTURE In this section:
• Appeal of features to tenants and landlords
• Willingness to pay
• Perceived impact of making changes
• Barriers tenants have experienced, and barriers landlords perceive
• Suggestions (tenants) and motivators (landlords) for improvements
• Interest in and preference for information
• Other initiatives for property managers
QT22. And how appealing is the idea of each of the following being installed in your rental property?Base: Participants who do not have the feature installed in their property. *Base: Participants who do not have the feature installed in their property and who are connected to natural gas. Consecutively (n=532, 521, 710, 530, 553, 663, 542, 488, 609, 741).
50
APPEAL OF ENERGY EFFICIENT FEATURES: TENANTS
7
6
6
9
4
13
5
8
3
15
6
5
6
8
11
5
11
8
14
14
5
9
10
8
11
8
12
15
15
17
4
5
7
6
8
6
8
11
7
7
8
13
11
11
11
7
8
7
12
9
70
61
61
57
55
61
57
52
49
39
Reverse cycle (n=532)
Gas hot water* (n=521)
Draught proofing (n=710)
Gas heating* (n=530)
4+ star fixed appliances (n=553)
Insulation (n=663)
Thick curtains (n=542)
LEDs (n=488)
Showerheads (n=609)
Heat pump (n=741)
Appeal of energy efficient features - Tenants (%)
Not applicable Not appealing (0-4) 5-6 7 8 Very appealing (9-10)
NET Appealing(7 to 10)
Averagerating
83 8.8
79 8.5
79 8.5
75 8.3
74 7.9
73 8.6
73 8.0
69 8.0
67 7.5
55 7.1
Most of the energy efficient features are highly appealing to tenants who do not
currently have them installed in their property
Tenants
QL23. And how appealing to you is the idea of each of the following being installed in your rental property?Base: Landlords who do not have the feature installed in their property. *Base: Landlords who do not have the feature installed in their property and who are connected to natural gas.
51
APPEAL OF ENERGY EFFICIENT FEATURES: LANDLORDS
14
1
1
5
3
7
4
9
9
3
9
13
18
25
30
26
22
25
32
33
36
44
16
25
20
18
26
26
27
20
21
25
24
6
9
10
15
8
10
13
9
6
5
6
13
11
13
8
8
8
10
12
7
10
5
37
36
31
24
29
27
21
17
23
21
11
Insulation (n=125)
LEDs (n=233)
Showerheads (n=177)
Reverse cycle (n=205)
Draught proofing (n=299)
Gas heating* (n=211)
Gas hot water* (n=207)
4+ star fixed appliances (n=246)
Solar panels (n=428)
Thick curtains (n=249)
Heat pump (n=412)
Appeal of energy efficient features - Landlords (%)
Not applicable Not appealing (0-4) 5-6 7 8 Very appealing (9-10)
NET Appealing(7 to 10)
Average rating
56 7.0
55 6.5
54 6.2
47 5.6
45 6.0
44 6.0
44 5.7
39 5.1
36 5.2
35 5.1
22 4.1
These features hold some appeal for landlords, though far less so than tenants
Over half found insulation, LEDs and water-efficient showerheads appealing
(i.e. scored 7 or more out of 10)
Landlords
52
A summary of the features, costs and savings shown to survey participants
WILLINGNESS TO PAY: COSTS AND SAVINGS
Participants in the online survey were shown an information page for features not already installed in their property. As summarised below, each gave a brief explanation of the feature, its purchase and installation cost and an estimation of energy savings. Following this, they were asked about willingness to pay or co-pay for each feature.
Feature Indicative Costs (including installation except where noted)
Potential Annual Saving
LED light bulb$12 (per bulb)
(assumes self-installation)$18 (per bulb)
Water efficient showerheads (3-stars or more) $90 $100
Ceiling insulation $1,200 $165
Fitted draught proofing around doors and windows$45
(assumes self-installation)$34
Gas heater with minimum 4 energy stars $2,300 $590
Reverse cycle split system air conditioner (both heating & cooling) with minimum 4 energy stars (fixed)
$2,300$490
per medium sized room (30m²)
Gas hot water heating system with minimum 5 energy stars
$2,000 $46
Heat pump water heater $3,400 $260
Thick or ‘block-out’ curtains $2,000 $45
Rooftop solar PV panels (for generating electricity)LANDLORDS ONLY
$6,200 $1,000
Refer to the Appendix for further detail about the features and source information for indicative costs, estimated savings, and additional information.
NB tenants were shown “gas hot water” as an option; landlords were not. Landlords were shown “solar panels” as an option, tenants were not.QT28. Please indicate whether, within the next 6-12….? Base: Tenants who do not have the feature installed in their property (online participants) / *Base: Tenants who do not have the feature installed in their property and who are connected to natural gas (online participants)QL28. Please indicate whether, within the next 6-12 months …? Base: Landlords who have the feature not installed in their property / *Base: Landlords who do not have the feature installed in their property and who are connected to natural gas (online participants)
53
WILLINGNESS TO PAY: TENANTS AND LANDLORDS
38 36 40
84
6678
64
82 83
179 9
4
95
8
5 6
19
6 3
21
125 49 4710
26 16 28 12 10
LEDs(n=208)
Showerheads(n=161)
Draughtproofing(n=271)
Thickcurtains(n=226)
Reverse cycle(n=182)
Gas heating*(n=190)
Insulation(n=117)
Solar panels(n=384)
Heat pump(n=367)
Landlords’ willingness to pay for features (%)Landlord would be willingto pay
Landlord thinks tenantwould be willing to pay
Landlord would be willingto share the payment withtenant
Landlord and tenantswould be unwilling to pay
4255 56
84 85 91 89 92 93
2013 15
7 10 3 3 3 4
7
15 135 4 6 7 5 3
32 16 154 1 1 1
LEDs(n=411)
Showerheads(n=514)
Draughtproofing(n=599)
Thickcurtains(n=466)
Reverse cycle(n=422)
Gas heating*(n=440)
Insulation(n=555)
Gas hotwater*(n=433)
Heat pump(n=616)
Tenants’ willingness to pay for features (%) Tenant would be willing topay
Tenant thinks the landlordwould be willing to pay
Tenant would be willing toshare the payment withlandlord
Tenant and landlord wouldbe unwilling to pay
The results point to some definite opportunities to promote uptake of energy efficient
features, with landlords showing greater willingness to pay for features than tenants
QL29. [Open ended] What, if anything, would you do differently in relation to the property and your tenants if you were to proceed with having this installed?Base: Landlords who would be willing to pay for insulation, gas heating, reverse cycle, gas hot water, heat pump or solar panels (n=110)
54
IMPACT OF MAKING CHANGES: LANDLORDS
37
27
5
5
12
Nothing will change
Increase the rent
Promote energy efficiencyof property
Don't know what wouldchange
Other action taken
What would landlords do differently if feature installed (%)
Half of landlords (50%) would be willing to pay for at least one of the features shown on the previous page (compared to 26% of tenants) and 26% are prepared to pay for a feature with a major upfront expense (ceiling insulation, gas heater, reverse cycle, gas hot water, heat pump or solar panels).
Of those landlords who were willing to install one of these larger energy-efficient features, in a follow-up unprompted question, over a third (37%) said they would not take any action following installation. However just over a quarter of those asked (27%) would impose a rent increase.
The size of these increases and how the increases relate to the total cost of installation or specific features may be something to investigate in future research.
Other actions they would take, for example, include re-valuing the property (1%), asking tenants to re-commit to a longer tenancy (1%) and getting agreement with body corporate (1%).
After upgrading to a larger energy-efficient feature, landlords stated they were more
likely to take no action than they were to increase the rent
Landlords
55
Both tenants and landlords both have high willingness to pay for…
LED Light bulbs:Tenants 32% / Landlords 25%
Draught-proofing:Tenants 16% / Landlords 49%
Water-efficient showerheads:Tenants 15% / Landlords 47%
Both tenants and landlords were most willing to pay for the cheaper/easier features of LEDs, draught-proofing and showerheads.
These features had the lowest initial outlay, lowest installation costs and quickest return-on-investment of the features tested.
These features also had the highest willingness to co-pay with tenants/landlords.
In addition, landlords have high willingness to pay for…
Ceiling Insulation:Tenants: 1% / Landlords: 28%
Reverse Cycle:Tenants: 1% / Landlords: 26%
Unlike tenants, landlords were somewhat willing to pay for insulation and reverse cycle systems, with almost 1 in 3 landlords (28%) willing to pay for insulation and a quarter (25%) for an efficient reverse cycle unit.
Landlords with a house (rather than flat/apartment or townhouse) were more likely to be willing to pay for insulation (50% vs 19%), and those with a property built before 1990 for reverse cycle (33% vs 15%). The main reasons for appeal for both features were ‘Reduces costs/saves money/reduces bills’ and ‘environmentally friendly’ (as per other features).
Qualitative research showed that tenants were unwilling to pay for anything where there was a large outlay in price, especially if they could not then take this with them to another property.
Both tenants and landlords have low willingness to pay for…
Gas heating:Tenants 1% / Landlords 16%
Thick curtains:Tenants 4% / Landlords 10%
Heat pump:Tenants 0% / Landlords 10%
Gas hot water:Tenants 0%
Solar panels:Landlords 12%
For tenants, outside of the cheap/straightforward solutions (LEDs, showerheads and draught-proofing), there is a low appetite to pay for upgrades. The reasons for this are predominantly to do with prohibitive upfront costs, and short-term leases.
While landlords have a higher willingness than tenants to pay for all these features, the potential market is smaller than other features.
IN SUM: FEATURES THEY ARE WILLING TO PAY FOR (OR NOT)
56
Qualitatively, once more information was provided and explained to tenants, they tended to feel more comfortable about costs and better equipped to have conversations with the landlord or agent, even if still sceptical that there would be a positive response. Some tenants in group discussions mentioned a preference to use temporary solutions (such as portable air conditioning units) rather than have rent raised on a permanent basis to cover the installation of a fixed feature (such as reverse cycle air conditioning), seeing this as cheaper overall.
BARRIERS TENANTS HAVE EXPERIENCED
Landlord/agent attitudes and costs are key barriers to requesting and installing features
42
25
20
18
17
11
10
Not a priority for the landlord/agent
Landlord/agent declined withoutcomment
Tenant would have to pay for thefeature themselves
Landlord/agent said it was tooexpensive
Still waiting to hear
Tenant would have to pay more rentto cover feature
Landlord/agent said it was toodifficult to install
Top reasons for feature not being installed (%)
50
25
21
16
12
11
Assumed landlord/agent wouldsay no
Didn't think there was enoughbenefit
Didn't want to ask landlord/agent
Haven't gotten around to it
Too hard
Tenant assumed they (tenant)couldn't afford it
Top reasons for not researching or enquiring (%)
QT25. What are the reasons you have asked about the following, but they are not installed? / QT26. You indicated the following were at least somewhat appealing, but you haven’t researched them and/or asked your landlord or real estate agent about them – why is that?Base: Tenants that had enquired about a feature, but had not installed it (n=149) / Tenants who had rated a feature as somewhat appealing (6-10), but had not researched or asked their landlord about it (n=730)
Tenants
57
BARRIERS PERCEIVED BY LANDLORDS
42
27
26
23
22
13
9
Not enough benefit to the landlordto justify investment
Couldn't afford it
Wouldn't add valueto the property
Too difficult to install
Not important to tenants
Haven't gotten around to it
Still deciding
Top reasons for features not being present on the property(Reasons with more than 5%)
Landlords are largely unconvinced of the benefits of installing energy efficient
features, with upfront and ongoing costs the main barrier to appeal
18
9
7
7
6
6
5
5
5
Ongoing or maintenance costs
Not cost-effective for landlord
Too expensive
No benefit for landlord
Heat pump water heater(Negative)
Don't understand benefits ofproduct
Difficult to install
Block-out curtains (Negative)
Current appliances/featuresare adequate
Top reasons for feature being unappealing(Reasons with more than 5%)
Landlords
There were no statistically significant differences for either of these metrics between landlords who self-manage their property, and those who employ a property manager.
QL26. What are the reasons you don’t have the following at that property? Please select all that apply. Base: Landlords that do not have a feature in their property (n=455) NB: This question was asked in relation to the features that were not present in a landlord’s property, which would be a different set of features for each landlord. QL25. [Open ended] What makes the idea of having the following items at your rental property unappealing? Base: Landlords who rated any feature as unappealing (5 or lower) (n=341)
QT29. [Open ended] What sorts of things do you think would need to happen to prompt, help or inspire you and/or your landlord to buy and install things to help make your home more ‘energy efficient’, such as those included in this survey? Base: All tenants (n=854)
58
SUGGESTIONS TO IMPROVE EFFICIENCY: TENANTSTenants suggest the situation could be improved if landlords took more responsibility,
if they had longer and more secure leases, and if features were cheaper – responses
suggest a desire for more cooperation, collaboration and communication
17
16
10
9
9
9
9
5
5
Landlords to take greater responsibility for upgrades
If leases were longer
If products were more affordable
Provide better security to tenants(e.g. no rent increase, guarantee property would not be sold)
Renters need to recoup investment when they move
Government to offer financial incentives
Introduce minimum efficiency legislation
Build better relationships between tenants and landlords
If landlords understood upgradeshelp to increase property value
What can be done to improve energy efficiency in rental properties(Reasons with more than 5%)
In the qualitative discussions, some tenants believed that only government intervention in the market would encourage landlords to take more responsibility. This may explain why some tenants are not interested in receiving information about energy efficiency.
Tenants who reported having avoided using heating/cooling appliances due to
cost were more likely than others to mention the security of their tenancy/rent (17%) and the introduction of legislation
around minimum efficiency standards (15%) as ways to improve energy
efficiency in rental properties
Tenants with low incomes were more likely to mention the
prohibitive cost of upgrades (18%)
Tenants
QL24. [Open ended] What makes the idea of having the following items at your rental property appealing?Base: Landlords who rated any feature as appealing (a rating of 6 or higher) (n=312)
59
MOTIVATORS TO IMPROVE EFFICIENCY: LANDLORDS
39
26
20
11
7
7
7
6
5
5
Reduce bills
Environmentally friendly
Improved energy efficiency
Appealing for tenants
Comfort for tenants
Add value to the property
Affordability (for landlord)
Minimise use of utilities
Increase rent
Good for tenants
Top reasons for feature being appealing among those who rated any feature as appealing (%)
The top five benefits are all somewhat altruistic on the part of the landlord – either to reduce tenants’ bills or increase the appeal and comfort of the property for them; or for environmental reasons.
Only a minority of landlords mentioned reasons beneficial to themselves for finding the features appealing. Just 7% said it would add value to the property and 5% said they would increase rental amounts.
This may suggest these more altruistic benefits should be emphasised when communicating with landlords – but in reality we would recommend including a mix of both altruistic and more personal benefits.
Lowering bills for tenants is the primary reason landlords find energy efficient
features appealing, followed by environmental benefits
Landlords
QT27. How interested would you be to get information and advice about how to improve the ‘energy efficiency’ of your rental property?Base: All tenants (n=854)
60
INTEREST IN INFORMATION AND ADVICE: TENANTSInterest in receiving energy efficiency information is quite polarised – a third are not
really interested, while almost two in five are highly interested; 37% gave an 8 or more
33 19 10 14 23
Interest in receiving information and advice to improve property’s energy efficiency (%)
Not interested (0-4) 5-6 7 8 Very interested (9-10)
NET Interested(7 to 10)
Average rating
48 5.5
Tenants
Tenants who are most interested in receiving energy efficiency information are those who currently have low energy bills ($0-$130 p/m) (an average rating of 6.1 out of 10), have children in the household (6.0), are culturally or linguistically diverse (6.0), receive a low income ($0-$42k p/a) and those aged 18-34 (5.9).
Those with the lowest interest have been in their current property for more than 2 years (4.7), live in a townhouse (4.7), have a mid-sized energy bill ($131-$210 p/m) (4.8), have a high income ($104k p/a and over) (5.0) and are aged 35-64 (5.1). Information from the landlords sample suggests townhouses are newer (post 2005), with a higher likelihood of energy efficient features. This may explain the low interest for tenants in these properties.
Tenants who rated how informed they are as low (0-4) (see page 31) have a greater interest in receiving information than those who feel they are informed (7-10) (average interest of 6.1 vs 5.3 out of 10).
QL27. How interested would you be to get information and advice about how to improve the ‘energy efficiency’ at your rental property/properties?Base: All landlords (n=460)
61
INTEREST IN INFORMATION AND ADVICE: LANDLORDSLandlords were less interested in energy efficiency information than tenants; especially
those with newer properties, with more interest among older landlords (aged 65+) and
those concerned about health impacts from low efficiency and climate change
39 24 12 11 15
Interest in receiving information and advice to improve property’s energy efficiency (%)
Not interested (0-4) 5-6 7 8 Very interested (9-10)
NET Interested(7 to 10)
Average rating
38 4.9
Landlords
Landlords with the highest interest in receiving information agree (strongly/somewhat) with the statements ‘Properties with a low energy efficiency can have negative health impacts on the occupants’ (average 5.7 out of 10), ‘Making energy efficient upgrades represents a good investment in my property’ (5.6) and ‘I am concerned about climate change (5.2). They are also more likely to own a townhouse (5.6) and be aged 65 and over (5.4).
Landlords with a flat/apartment (4.4) and with a property built later than 2005 (4.4) have the lowest interest in receiving information.
QPM19. Please tell me if you agree or disagree with each of the following, and whether that is strongly or just somewhat agree or disagree.Base: All property managers (n=50)
62
INTEREST IN INFORMATION & OTHER ATTITUDES: PROPERTY MANAGERS
22
6
6
4
4
32
20
10
10
6
10
24
10
4
6
26
38
52
44
52
10
12
22
38
32
I already incorporate energy efficiency considerations into mydecisions and advice about rental properties
Energy efficiency improves the appeal of a property to aprospective tenant
As a property manager, I can make a difference in improvingenergy efficiency in the rental properties I manage
I am interested to know more about how the energy efficiencycan be improved in the properties I manage
If we had a better understanding of energy related issues ouragency could provide a better service to tenants and landlords
Agreement with energy related statements (%)
Strongly disagree Somewhat disagree Neither agree, nor disagree Somewhat agree Strongly agree
NET Disagree
NET Agree
10 84
2 2
14 82
16 74
26 50
54 36
What is the appeal of further knowledge for property managers?Two-thirds (64%) do not currently incorporate energy efficiency considerations into their decisions and advice. However there is a clear appetite for greater knowledge and information, with most property managers (82%) interested in knowing more, and a similar number (84%) appreciating the benefits of this knowledge to their business. Qualitative insights into the reasons behind current behaviours, and the interest in learning more once the concept has been introduced to them, are explained in more detail on page 43.
Property managers expressed a high interest becoming more informed as well
as an appreciation of the benefits of greater energy efficiency knowledge
Property
Managers
Official government sources are the preferred channel for all three groups
INFORMATION PREFERENCES
63
QT30 When it comes to getting information about improving the energy efficiency of your rental property, who would you prefer to get this information from? Base: All tenants (n=854)QL30. When it comes to getting information about improving the energy efficiency of your rental property, who would you prefer to get this from? Base: All landlords (n=460)QPM21. Who would you prefer to get information about energy efficiency from? Base: All property managers (n=50)
31
29
23
22
21
11
10
9
7
State or FederalGovernment
IndependentOrganisations
Your Energy Provider
Real Estate Agent
Local Council
Your Landlord
The Media
Tradespeople
Hardware/Appliance Retailers
Preferred information channels (%): Tenants
44
34
33
30
26
13
7
7
State or FederalGovernment
Real Estate Agent
IndependentOrganisations
Your Energy Provider
Local Council
Tradespeople
The Media
Hardware/Appliance Retailers
Landlords
68
42
16
14
10
8
6
4
4
State or FederalGovernment
Professional bodies (e.g.REIV)
IndependentOrganisations
Your Energy Provider
Local Council
Tradespeople
Professional Colleagues
The Media
Hardware/Appliance Retailers
Property Managers
Incl. Consumer Affairs Victoria: 34%
Over a third (34%) of landlords state that they would like to receive information from their real estate agent. This is potentially an important figure to be used when communicating with property managers, as it may give them greater confidence to approach landlords and discuss energy efficiency issues if they believe the landlord may be interested in it.
QPM20. Which, if any, of the following would you personally be interested in, to help improve energy efficiency in rental properties?
Base: All property managers (n=50)
64
PROPERTY MANAGER INITIATIVESProperty managers are keen to be involved with all types of proposed activities
86
86
70
66
6
Handing out information pack to tenants andlandlords with information and ideas
Having information you could use to evaluate aproperty and understand its energy efficiency
Short courses on energy efficiency for PropertyManagers contributing to CPD points
Receiving email bulletins about energy efficiencyfrom an industry body or government agency
None of these
Activities in which property managers are most interested in participating to promote energy efficiency (%)
Information packs and tools to evaluate the energy efficiency of a property were especially appealing to property managers.
The majority were also interested in short courses and email bulletins about energy efficiency.
These results point to a significant openness among property managers to engage with energy efficiency programs from DELWP or other government authorities.
Property
Managers
ENERGY EFFICIENCY FEATURE SUMMARIESMore detailed information on
interest in the individual features
Yes, 46
No/Don't know,
54 No/N/A, 14
Yes, 40No, 27
Yes, 13
Presence Appeal Researched/Enquired
Note: Reasons for lack of appeal not asked for specific features, but unappealing features in general. Responses have been filtered to individual features to infer reasons.
QT23. [Open ended] What makes the idea of having the following items at your property unappealing or only of limited appeal (i.e. that you rated 5 or below)?
66
HOW TO READ THESE CHARTS: TENANTS
32 20 7 42
QT28. For each of the following items, please indicate whether you or your landlord would be willing to pay / share payment for this feature within the next 6-12 months?
e.g. 40% don’t have/don’t know if they have LED light bulbs, but find them appealing (6-10)
e.g. 14% don’t have/don’t know if they have LED light bulbs, but find them either unappealing (0-5) or not applicable to their property
QT22. How appealing is the idea of each of the following being installed in your rental property?
e.g. 46% have LED light bulbs installed in their property
QT19. Which of the following are present in your property?
Results have been rebased to all
tenants to enable easy comparison across features
i.e. 13% of those who don’t have these (or don’t know if they do) but find them appealing have researched or enquired with their landlord/property manager about them – i.e. this is a subset of the light purple information
QT24. Thinking about the things you said were at least somewhat appealing, have you ever researched them or asked your landlord or real estate agent about having them at your current property?
The following charts provide more specific feature-by-feature detailTenants
Summary ofFindings
Presence, Appeal and Research into feature (%)
Main reasons forlack of appeal
Willingness to pay(Online survey only)
The features included in the following section are ordered in terms of level of interest in the market. ‘Interest’ is a factor of the size of the opportunity (i.e. those who don’t currently have the feature) combined with the appeal of the feature (6-10) from those who don’t have it.
For example, on the next page, draught-proofing represents a large opportunity: 81% of tenants don’t have this feature, or don’t know if they do, and it has high appeal (just 14% find it unappealing) so overall it has the highest level of interest (67% of tenants don’t have it and find it appealing).
Tenant willing to pay
Tenant willing to share payment with landlord
Tenant thinks landlord would be willing to pay
Neither tenant or landlord would be willing to pay
Yes, 19
No/Don't know,
81 No/N/A, 14
Yes, 67No, 50
Yes, 17
Presence Appeal Researched/Enquired
1
3 7 89
0
43 93
67
FEATURE SUMMARY: MOST INTEREST FROM TENANTS
‘Presence, Appeal and Research into feature’ base: Rebased to all tenants (n=854)‘Willingness to pay’ base: All tenants who do not have feature present at property / don’t know if feature is present (Online completes only). Base sizes range from n=411 to n=616.‘Reasons for lack of appeal’ base: All tenants who rated the appeal of this feature 0-5. Base sizes range from n=51 to n=189.
CEILING INSULATION
A majority of tenants are unaware of the presence of ceiling
insulation in their home, but find the idea appealing.
♦ Insufficient knowledge about ceiling insulation and its benefits
♦ Ceiling insulation is unnecessary♦ Insulation is a choice for
landlords/agents to consider
DRAUGHT PROOFING
Appeals to majority, with almost a third willing to pay – though some others perceive it to be
futile.
♦ Draught proofing is not needed or appealing
♦ Draught proofing is unnecessary♦ Not intending to be in the property for
a long time
HEAT PUMP
Awareness is a key barrier. When introduced this appeals to the majority, but appeal is more
polarised than for other features.
♦ Unaware of the benefits of heat pumps
♦ Do not know what the feature is♦ Believe the feature is unnecessary♦ Believe they will not use the feature
Tenants
Summary ofFindings
Presence, Appeal and Research into feature (%)
Main reasons forlack of appeal
Yes, 25
No/Don't know,
75 No/N/A, 18
Yes, 57 No, 46
Yes, 11
Presence Appeal Researched/Enquired
Yes, 12
No/Don't know,
88 No/N/A, 35
Yes, 53 No, 45
Yes, 8
Presence Appeal Researched/Enquired
15 15 13 56
Tenant would be willing to pay
Tenant would be willing share payment with landlord
Tenant thinks landlord would be willing to pay
Neither tenant or landlord would be willing to pay
Willingness to pay(Online survey only)
0
35 92 16 13 15 55
1
10 4 85
♦ Tenants believe the installation of gas hot water is a choice for landlords
♦ Don’t use much power anyway ♦ Don’t know enough about gas
hot water
♦ Showerheads create low water pressure, which is seen as undesirable
♦ Low pressure means longer showers are required, thus giving no benefit
♦ Do not need air conditioning, and prefer other forms of heating/cooling
♦ Current appliances work well♦ Don’t want to pay for the feature
GAS HOT WATER
Highly appealing amongst those who don’t have it – but can be
perceived as a decision for landlords to make.
WATER EFFICIENT SHOWERHEADS (3+ STARS)
Negative experience perceptions create barriers to appeal and uptake, though close
to a third would be willing to pay for this feature.
REVERSE CYCLE A/C
High presence, and high appeal for those who don’t have this. Insufficient
need for air conditioning acts as the primary barrier to interest.
No piped gas, 20
Yes, 19
No/Don't know,
61 No/N/A, 10
Yes, 51 No, 43
Yes, 8
Presence Appeal Researched/Enquired
68
FEATURE SUMMARY: SOME INTEREST FROM TENANTS
‘Presence, Appeal and Research into feature’ base: Rebased to all tenants (n=854)‘Willingness to pay’ base: All tenants who do not have feature present at property / don’t know if feature is present (Online completes only). Base sizes range from n=411 to n=616.‘Reasons for lack of appeal’ base: All tenants who rated the appeal of this feature 0-5. Base sizes range from n=51 to n=189.
Tenants
Summary ofFindings
Presence, Appeal and Research into feature (%)
Main reasons forlack of appeal
Yes, 41
No/Don't know,
59 No/N/A, 9
Yes, 49No, 33
Yes, 16
Presence Appeal Researched/Enquired
Tenant would be willing to pay
Tenant would be willing share payment with landlord
Tenant thinks landlord would be willing to pay
Neither tenant or landlord would be willing to pay
Willingness to pay(Online survey only)
Yes, 31
No/Don't know,
69 No/N/A, 17
Yes, 51 No, 40
Yes, 11
Presence Appeal Researched/Enquired
Willingness to pay not asked for this general category
1
3 6 91 4 7 5 84
♦ Unappealing because of the expense of gas
♦ Do not use enough power or heat to warrant gas heating
♦ Unaware of the benefits of gas heating♦ Current appliances work just fine
♦ Dislike of block out curtains♦ Curtain-type is a choice for
landlords/property managers♦ Unaware of the benefits♦ Use other low energy items
♦ Do not use these appliances and have no room for them
♦ Believe they are unnecessary♦ Current appliances or fixtures work well
anyway ♦ Believe it is better to sun-dry their clothes
GAS HEATING
Despite the fact that a high proportion of those who don’t
have this feature find it appealing, costs acts as the primary barrier.
THICK CURTAINS
Again, high appeal amongst those who don’t have this
feature. Aesthetics can act as a barrier to appeal.
4+ STAR FIXED APPLIANCES
Again, a high proportion of those who don’t have this feature find it appealing.
Satisfactory performance of current products limits appeal.
No piped gas, 20
Yes, 18
No/Don't know,
62 No/N/A, 14
Yes, 48 No, 39
Yes, 9
Presence Appeal Researched/Enquired
69
FEATURE SUMMARY: LIMITED INTEREST FROM TENANTS
‘Presence, Appeal and Research into feature’ base: Rebased to all tenants (n=854)‘Willingness to pay’ base: All tenants who do not have feature present at property / don’t know if feature is present (Online completes only). Base sizes range from n=411 to n=616.‘Reasons for lack of appeal’ base: All tenants who rated the appeal of this feature 0-5. Base sizes range from n=51 to n=189.
Tenants
Summary ofFindings
Presence, Appeal and Research into feature (%)
Willingness to pay(Online survey only)
Main reasons forlack of appeal
Yes, 39
No/Don't know,
61 No/N/A, 13
Yes, 48 No, 38
Yes, 10
Presence Appeal Researched/Enquired
Yes, 41
No/Don't know,
59 No/N/A, 14
Yes, 45No, 29
Yes, 16
Presence Appeal Researched/Enquired
Tenant would be willing to pay
Tenant would be willing share payment with landlord
Tenant thinks landlord would be willing to pay
Neither tenant or landlord would be willing to pay
Yes, 46
No/Don't know,
54No/
N/A, 14
Yes, 40No, 27
Yes, 13
Presence Appeal Researched/Enquired
70
FEATURE SUMMARY: LOWEST INTEREST FROM TENANTS
‘Presence, Appeal and Research into feature’ base: Rebased to all tenants (n=854)‘Willingness to pay’ base: All tenants who do not have feature present at property / don’t know if feature is present (Online completes only). Base sizes range from n=411 to n=616.‘Reasons for lack of appeal’ base: All tenants who rated the appeal of this feature 0-5. Base sizes range from n=51 to n=189.
Tenants
Summary ofFindings
Presence, Appeal and Research into feature (%)
Main reasons forlack of appeal
Tenant would be willing to pay
Tenant would be willing share payment with landlord
Tenant thinks landlord would be willing to pay
Neither tenant or landlord would be willing to pay
Willingness to pay(Online survey only)
LED LIGHT BULBS
LEDs already have highest presence, so the market’s level of interest is lower but
they are appealing to many who don’t have them. Over half without the feature
are willing to pay/share payment.
♦ Insufficient knowledge about LED light bulbs and the benefits of using them
♦ The light from LED light bulbs is too harsh
♦ LED light bulbs are unnecessary
32 20 7 42
71
HOW TO READ THESE CHARTS: LANDLORDS
Results have been rebased to all landlords to enable easy
comparison across features
The following charts provide more specific feature-by-feature detail
Summary ofFindings
Presence, Appeal and Research into feature (%)
Willingness to pay(Online survey only)
QL28. For each of the following items, please indicate whether in the next 6-12 months…?
34% don’t have/don’t know if they have LED light bulbs installed at their property, but find them appealing (6-10)
20% don’t have/don’t know if they have LED light bulbs installed at their property, but find them either unappealing (0-5) or not applicable to their property
QL23. How appealing is the idea of each of the following being installed in your rental property?
46% have LED light bulbs installed in their property
QL22. Which of the following are present in your property?
Landlords
25 17 19 38
Yes, 46
No/Don't know,
54No/
N/A, 20
Yes, 34
Presence Appeal
The features included in the following section are ordered in terms of level of interest in the market. ‘Interest’ is a factor of the size of the opportunity (i.e. those who don’t currently have the feature) combined with the appeal of the feature (6-10) from those who don’t have it.
For example, on the next page, solar panels represent the greatest opportunity: 94% of landlords don’t have this feature at their rental property, or don’t know if they do, and for 40% of those it has high appeal (so 38% of all landlords don’t have it and find it appealing).
Landlord willing to pay
Landlord willing to share payment with tenant
Landlord thinks tenant would be willing to pay
Neither landlord nor tenant would be willing to pay
12 5
0
82 47 9 3 40 25 17 19 38
DRAUGHT PROOFING
One-third already have this installed at their rental property and a further third find it appealing. This feature has the highest
willingness to pay, with over half of landlords willing to pay/share payment for this feature.
SOLAR PANELS
Many landlords do not have solar panels at their rental
property. Appeal is mixed, with concerns about cost and ROI.
LED LIGHT BULBS
Over half of landlords don’t have these installed at their rental property, of whom a third find them appealing.
High willingness to pay.
Yes, 6
No/Don't know,
94 No/N/A, 54
Yes, 40
Presence Appeal
72
FEATURE SUMMARY: MOST INTEREST FROM LANDLORDS
Summary ofFindings
Presence and Appeal into feature (%)
Yes, 32
No/Don't know,
68No/
N/A, 33
Yes, 35
Presence Appeal
Yes, 46
No/Don't know,
54No/
N/A, 20
Yes, 34
Presence Appeal
Landlords
‘Presence and appeal’ base: Rebased to all landlords (n=460)‘Willingness to pay’ base: All landlords who do not have feature present at property / don’t know if feature is present (Online completes only). Base sizes range from n=117 to n=384
Willingness to pay(Online survey only)
Landlord would be willing to pay
Landlord would be willing share payment with tenant
Landlord thinks tenant would be willing to pay
Neither landlord or tenant would be willing to pay
No piped gas, 17
Yes, 35
No/Don't know,
48No/
N/A, 23
Yes, 25
Presence Appeal
No piped gas, 17
Yes, 34
No/Don't know,
49No/
N/A, 22
Yes, 27
Presence Appeal
Willingness to pay not asked for this feature
16 5
1
78
GAS HEATING
Half have this installed at their rental property. Appeal is mixed amongst those who do not have it installed,
mainly due to cost and ROI.
GAS HOT WATER
Half have this installed at their rental property. Mainly due to cost, appeal is mixed amongst
those who do not have it installed.
49 9 6 36
73
FEATURE SUMMARY: SOME INTEREST FROM LANDLORDS
Summary ofFindings
Presence and Appeal into feature (%)
Yes, 58
No/Don't know,
42No/
N/A, 18
Yes, 24
Presence Appeal
Landlords
‘Presence and appeal’ base: Rebased to all landlords (n=460)‘Willingness to pay’ base: All landlords who do not have feature present at property / don’t know if feature is present (Online completes only). Base sizes range from n=117 to n=384
Willingness to pay(Online survey only)
Landlord would be willing to pay
Landlord would be willing share payment with tenant
Landlord thinks tenant would be willing to pay
Neither landlord or tenant would be willing to pay
WATER EFFICIENT SHOWERHEADS (3+ STARS)
Over half have this installed at their rental property. For those who don’t, appeal is
mixed, driven by cost and lack of need and dislike from tenants, but willingness to pay is
high.
Willingness to pay not asked for this feature
26 9
0
66
4+ STAR FIXED APPLIANCES
Around half of landlords have 4* appliances in their rental homes. Cost is a major reason for lack of appeal. There is also a perception that this should be something a
tenant purchases.
REVERSE CYCLE A/C
Over half of landlords have a reverse cycle system in their properties, but a
majority of those who don’t are unwilling to pay/share payment.
74
FEATURE SUMMARY: LOWER INTEREST FROM LANDLORDS
Summary ofFindings
Presence and Appeal into feature (%)
Yes, 48
No/Don't know,
52
No/N/A, 29
Yes, 23
Presence Appeal
Yes, 57
No/Don't know,
43
No/N/A, 21
Yes, 22
Presence Appeal
Landlords
‘Presence and appeal’ base: Rebased to all landlords (n=460)‘Willingness to pay’ base: All landlords who do not have feature present at property / don’t know if feature is present (Online completes only). Base sizes range from n=117 to n=384
Willingness to pay(Online survey only)
Landlord would be willing to pay
Landlord would be willing share payment with tenant
Landlord thinks tenant would be willing to pay
Neither landlord or tenant would be willing to pay
10 6
1
83
HEAT PUMP
Heat pumps have a low presence and low appeal to landlords. A
majority of landlords are unwilling to pay/share payment.
Yes, 12
No/Don't know,
88No/
N/A, 64
Yes, 24
Presence Appeal
28 8
0
64
CEILING INSULATION
Majority of landlord already have ceiling insulation in their
properties. Cost and difficulty of installation are among the barriers.
75
FEATURE SUMMARY: LOWEST INTEREST FROM LANDLORDS
Summary ofFindings
Presence and Appeal into feature (%) Yes, 68
No/Don't know,
32
No/ N/A, 14
Yes, 18
Presence Appeal
Landlords
‘Presence and appeal’ base: Rebased to all landlords (n=460)‘Willingness to pay’ base: All landlords who do not have feature present at property / don’t know if feature is present (Online completes only). Base sizes range from n=117 to n=384
Willingness to pay(Online survey only)
Landlord would be willing to pay
Landlord would be willing share payment with tenant
Landlord thinks tenant would be willing to pay
Neither landlord or tenant would be willing to pay
10 4
2
84
THICK CURTAINS
Nearly half have thick curtains, but there is low appeal amongst those who don’t due to
costs, frequency of cleaning and replacement, and tenant preferences for blinds.
Yes, 45
No/Don't know,
55
No/N/A, 34
Yes, 22
Presence Appeal
Indicates results are significantly higher or lower than other sub-groups. EXAMPLE: Willingness to pay for ceiling insulation is statistically higher among landlords whose property is a house, than landlords who have another type of property
76
Some landlords are more willing to pay for energy efficient features than others;
especially those who see benefits to tenant health and/or personal finances
LIKELIHOOD TO ADD ENERGY EFFICIENT FEATURES
Landlords willing to pay for features by attitudes
(Statistically significant differences within sub-
groups)^C
eili
ng
insu
lati
on
Sho
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Gas
he
atin
g*
Re
vers
e c
ycle
LED
ligh
t b
ulb
s
Dra
ugh
t p
roo
fin
g
Thic
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Hea
t p
um
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Sola
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ane
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TOTAL: WILLING TO PAY 28% 49% 16% 26% 25% 47% 10% 10% 12%
Agree that low energy efficiency can impact health of tenants (Somewhat/Strongly)
49% 63% 25% 20% 21%
Agree energy efficiency upgrades are a good
investment in property(Somewhat/Strongly)
60% 23% 34% 58% 13% 15% 18%
Rental property is a house 50%
Rental property built after 2005
15%
Rental property located outside of Melbourne
38%
There were no statistically significant differences in a landlord’s willingness to pay based on age, value of property, rental amount, length of tenancy, number of properties a landlord owns or whether the landlord had previously lived in the property.
QL28. Please indicate whether, within the next 6-12 months …? Base: Landlords who have the feature not installed in their property / *Base: Landlords who do not have the feature installed in their property and who are connected to natural gas (online participants)
Landlords
APPENDICES1. Methodology
2. Weighting structure
3. Demographic tables
4. Additional analysis of vulnerable tenants and landlords with/without property managers
5. Questionnaires and other documentation
Research design input
METHODOLOGY
Literature review Research and documents included in the literature review were used to guide the design and content of this research.
These included:
Wallis (2017) ‘Climate Change Social Research’ for Sustainability Victoria
Sustainability Victoria (2015) ‘Household Energy Efficiency and Behaviour Change’
RMIT University (2009) ‘Understanding drivers, attitudes, and barriers to ‘green’ investment by landlords of private rental properties in Victoria – Stage 1’ for Department of Sustainability and Environment, Victoria
RMIT University (2010) ‘Understanding drivers, attitudes, and barriers to ‘green’ investment by landlords of private rental properties in Victoria – Stage 2’ for Department of Sustainability and Environment, Victoria
EY Sweeney (2016) ‘Rental experiences of tenants, landlords, property managers, and parks residents in Victoria’ for ConsumerAffairs Victoria
Environment Victoria (2017) ‘Bringing Rental Homes Up To Scratch’
CHOICE/National Shelter/NATO (2017) ‘Unsettled – Life in Australia’s Private Rental Market’
Newgate Research (2016) ‘Annual Retail Competition Review – Consumer Research Findings’ for AEMC
Essential Research (2017) ‘Energy Consumer Sentiment Survey’ for Energy Consumers Australia
Other confidential reports
78
Qualitative Methodology
METHODOLOGY
Group discussions with tenants All participants were current renters in private housing, and responsible for paying
electricity bills and making energy decisions in their household.
Each group included:
A mix of tenants who had/had not made energy-efficient upgrades
A mix of rental experience (years renting), age, gender, life stage, dwelling types and energy usage levels
Tenants who were currently renting but also in the process of looking for a new rental property now
Tenants who had recently moved into a rental property (past 6 months)
Tenants who spoke a language other than English at home
In line with accepted market research practices, all participants received an incentive of $100 for their time.
79
GROUP LOCATION SEGMENT DATE NO. PARTICIPANTS
1 Melbourne Low income groupWeds 15th November
2017
8
2 Melbourne Mid-high income group 8
3 Ballarat Low income groupThurs 16th November
2017
8
4 Ballarat Mid-high income group 8
Tenants who do not pay energy bills (e.g. rental amount is inclusive of all utilities) were excluded from both
qualitative and quantitative elements of this research, as these respondents
may be likely to have less incentive/interest in energy efficiency.
Those not renting from a private landlord were excluded due to the
different motivations and barriers of these tenants/landlords.
Recruitment for all qualitative segments was undertaken by Lynnette Griffiths Market Research Services. A mix of database and social media advertising methods were used to inform participants of an upcoming research project; interested parties were then screened using a sample frame and questionnaire prepared by Newgate Research.
Qualitative Methodology
METHODOLOGY
Online community with landlords The online community was open between Tuesday 28th and Wednesday 29th November 2017 and administered using the Recollective
online platform.
A total of 60-80 minutes’ interaction was expected during the community discussions and activities.
All were landlords of residential rental properties in Victoria (not Airbnb or holiday rentals).
The community comprised a mix of:
Landlords managing their properties directly and those using a property manager or real estate agent
Landlords in metro versus regional areas across Victoria, to take account of climate and market variations
Landlords with lower to higher priced rental properties, different property types and occupancy numbers
Landlords who own the property in which they live, and those who live in a property they rent from someone else
Landlords who have previously had discussions with tenants and/or property managers about energy usage, in the context of increasing comfort during hot or cold weather or reducing energy bills
In line with accepted market research practices, all participants received an incentive of $120 for their time.
80
In-depth interviews with property managers Interviews were carried out between Wednesday 13th November and Monday 1st December 2017.
Each interview lasted approximately 1 hour.
All were property managers or real estate agents involved in the management of rental dwellings specifically.
Participants comprised a mix of ages, locations, length of time in industry, property and tenant types.
This included 4 property managers in Melbourne and 4 in different regional areas of Victoria – with interviews conducted face-to-face or by telephone depending on participant location and preferences.
Around half of participants had previously discussed energy-related topics with tenants and/or landlords.
In line with accepted market research practices, all participants received an incentive of $150 (or equivalent donation to a charity of their choice) for their time.
Quantitative Methodology
METHODOLOGY
All fieldwork was conducted by National Field Services and Red Planet. The survey was fielded from 1st March 2018 to 16th March 2018.
Quantitative fieldwork - Tenants A mixed-mode methodology was used, comprising of 160 computed-
assisted telephone interviews (CATI) and 694 online interviews. All participants were sourced from the RTBA database.
The final sample size of 854 interviews has a maximum error margin of +/-3.4% at the 95% confidence level for a 50% result. The Sample Sizes table shows the final sample profile.
Quotas were applied to household income and location (Greater Melbourne/Rest of Victoria).
The average interview length was 20 minutes (CATI).
To correct for any sampling bias, the data set was weighted using population data for gender, location (Greater Melbourne/Rest of Victoria), age and renters’ household income from the Australian Bureau of Statistics Census 2016.
For the purposes of quotas and weighting, household income was apportioned to tertiles (rather than quintiles as used by ABS income definition from 6523.0 - Household Income and Wealth, Australia, 2015-16), to establish three (low/mid/high) groups of approximately equal size.
Employees of the Victorian Government were included, representing 5% of tenants (n=53).
Tenants working in market research, advertising or media were excluded to avoid bias.
Tenants living in social, public or community housing were out of scope for this research because they are a specific sub-segment with different barriers and separate market characteristics.
81
Sample sizes
GROUP SEGMENTSGREATER
MELB. (n=)
REST OF VICTORIA
(n=)
TOTAL (n=)
H’HOLD INCOME
(PRE-TAX)
Low (<$42,000 PA) 132 69 201
Mid ($42,000 to
$103,999 PA)303 90 393
High ($104,000+ PA) 225 35 260
GENDER
Male 375
Female 459
Other/Prefer not to
say20
AGE
18 to 34 354
35 to 64 53
65 or over 47
TOTAL 660 194 854
Tenants living in a mobile home/caravan park were excluded as these dwelling types were out of scope for the study.
Tenants who do not pay energy bills (e.g. rental amount is inclusive of all utilities) were excluded, as these respondents may be likely to have less incentive/interest in energy efficiency.
Tenants who share a house with the landlord (e.g. lodgers) were excluded from this research, as these respondents may be likely to have less incentive/interest in energy efficiency and the presence of features may not be representative of rental properties in which the landlord does not live.
Tenants under the age of 18 were excluded.
Quantitative Methodology cont’d
METHODOLOGY
Quantitative fieldwork - Landlords A mixed-mode methodology was used, comprising n=48 computed-assisted telephone interviews (CATI) and n=412 online completions.
Participants were sourced from both the RTBA database (n=26 CATI interviews, n=188 online interviews) and research panels (n=22 CATI, n=188 online). Research panels were used to ensure a robust sample of landlords who use a property manager, as these are severely under-represented in the RTBA database, due to the RTBA not requiring the landlord’s details in these cases.
A quota of 50% of self-managing landlords was imposed to ensure a robust sample size for statistical analysis and to reduce the margin of error for results within this sub-group. Results were then weighted to be representative of the landlord population.
Quotas were applied to property management (as described above) and location (Greater Melbourne/Rest of Victoria).
The total sample size was n=460, which has a maximum error margin of +/-4.6% at the 95% confidence level for a 50% result. The table below shows the final sample profile.
The average interview length was 15 minutes (CATI).
Employees of the Victorian Government were included in this research, representing 4% of tenants (n=21).
Landlords working in market research, advertising or media were excluded to avoid bias.
Landlords under the age of 18 were excluded.
Landlords intending to sell, demolish or return to inhabit the property (and displace current tenants) in the next 6 months were excluded form the research.
To correct for any sampling bias, the data set was weighted using population data for location (Greater Melbourne/Rest of Victoria) and property management (Use property manager/Self-manage) from the Australian Bureau of Statistics, 2016.
82
GROUP SEGMENT SAMPLE SIZE (n=)
LocationGreater Melbourne 339
Rest of Victoria 121
Property ManagementUse property manager 204
Self-manages property 256
Total 460
Sample sizes
Quantitative Methodology
METHODOLOGY
83
Quantitative fieldwork – Property Managers In total, n=50 computed-assisted telephone interviews (CATI) were completed with all participants sourced from the RTBA database.
The maximum error margin was +/-13.8% at the 95% confidence level for a 50% result.
Quotas were applied to location (Greater Melbourne/Rest of Victoria).
The average interview length was 12 minutes.
Property managers with less than 1 year of experience were excluded from the research.
Incentives of $25 were paid to boost participation and enhance the representativeness of the sample.
SEGMENT SAMPLE SIZE (n=)
LocationGreater Melbourne 38
Rest of Victoria 12
Total 50
Sample sizes
Weighting: Gender
Male 48%
Female 50%
Other 2%
TOTAL 100%
Weighting: Location and Income
Melbourne Rest of Victoria
Low Income(Less than $42,000)
20% 10%
Mid Income($42,000 to $103,000)
33% 9%
High Income(More than $104,000)
24% 4%
TOTAL 100%
WEIGHTING STRUCTURE BASED ON CENSUS DATA 2016
84
TENANTS
LANDLORDS
Weighting: Location
Melbourne 75%
Rest of Victoria 25%
TOTAL 100%
Weighting: Age
18 to 24 years 9%
25 to 34 years 20%
35 to 44 years 18%
45 to 54 years 17%
55 to 64 years 15%
65 to 74 years 11%
75 years and over 9%
TOTAL 100%
Weighting: Property Management
Self-Manages Property 22%
Uses a Property Manager 78%
TOTAL 100%
UNWEIGHTED SAMPLE PROFILE ON ITEMS USED FOR WEIGHTING
85
ST4 Location % n
Melbourne 77% 660
Rest of Victoria 23% 194
ST2 Age % n
18 – 24 8% 71
25 – 34 33% 283
35 – 44 23% 200
45 – 54 19% 158
55 – 64 11% 95
65 – 74 5% 39
75+ 1% 8
ST7/ST8 HH/Personal Income % n
Low (Less than $42k) 24% 201
Medium ($42k - <$104k) 46% 393
High ($104k and over) 30% 260
Tenants
Landlords
SL6/SL7 Location % n
Melbourne 74% 339
Rest of Victoria 26% 121
PMTYPE – Property Manager or Self-Managed
% n
Uses property manager 44% 204
Self managed 56% 256
DM1 Gender % n
Male 44% 375
Female 54% 459
Other/Prefer not to say 2% 20
DEMOGRAPHIC TABLES (WEIGHTED)
86
QT2 How long have you been living at the property?
Weighted % n
Less than a year 54% 440
1 to 2 years 42% 376
3 years or more 5% 38
ST6 Living Arrangements Weighted % n
I live alone 34% 265
I live with my partner only 27% 210
I live with my partner with children/ other family members in the household
17% 173
I am single with children/other family members in the household
10% 93
I live in a share house (i.e. with friends/housemates)
10% 105
Other 2% 8
QT1 Which of the following best describes the dwelling you live in?
Weighted % n
House 40% 332
Townhouse 13% 113
Unit 22% 177
Flat or apartment 26% 227
Other <0.5% 5
QT3 How much longer do you think you will be living in this property?
Weighted % n
Less than 6 months 16% 147
More than 6 months but less than a year 23% 184
1 to 2 years 36% 306
3 to 5 years 10% 86
6 years or more 3% 22
QT4 For matters related to the property, do you liaise with…?
Weighted % n
Only the landlord 6% 53
Only a property manager/real estate agent
80% 675
Both the landlord and property manager/real estate agent
13% 119
Other (please specify) 1% 5
Don’t know <0.5% 2
Tenants
DEMOGRAPHIC TABLES (WEIGHTED)
87
QT12 Does your home currently have mains connected natural gas (not bottled gas)?
Weighted % n
Yes 80% 653
No 15% 142
Don't know 6% 59
QT11 Electricity Bill Amount (Month) Weighted % n
Missing data 16% 139
$0-$80 27% 237
$81-$130 30% 248
$130 and over 27% 230
QT14 Gas Bill Amount (Month) Weighted % n
Missing data 21% 182
$0-$40 20% 166
$41-$90 27% 203
$91 and over 12% 102
No piped gas to property / Don’t know 20% 201
DM2 Have children under the age of 18 living on the household
Weighted % n
Have children in household 18% 204
No children in household 82% 650
DM3 Are you currently…? Weighted % n
Working full time 51% 518
Working part time 14% 109
Working casually 8% 68
Retired 13% 33
Self-employed 6% 52
Unemployed 2% 19
Full time student 7% 68
Homemaker 3% 28
Other 3% 21
DM4 Aboriginal or Torres Strait Islander Weighted % n
Yes 1% 11
No 98% 825
Prefer not to say 2% 18
DM4 Speak language other than English at home or with close family members
Weighted % n
Yes 12% 120
No 86% 722
Prefer not to say 1% 12
Tenants
DEMOGRAPHIC TABLES (WEIGHTED)
88
ST2 Age Weighted % n
18 - 34 29% 354
35 - 64 51% 453
65+ 21% 47
QL3 What is the approximate current market value of the rental property?
Weighted % n
Under $300,000 6% 38
$300,000 - $499,999 29% 117
$500,000 - $699,999 25% 120
$700,000 - $999,999 22% 96
$1,000,000 - $1,499,999 11% 52
$1,500,000 - $2,999,999 4% 23
$3,000,000 and above 1% 3
Don’t know 2% 11
QL5 How long ago did you last have tenants at the property?
Weighted % n
Never had tenants at the property 0% 0
Less than a month ago 8% 2
1 to 6 months ago 67% 5
6 months to 1 year ago 20% 1
More than 1 year ago 0% 0
Don’t know 5% 1
QL6 Rental Amount (Monthly) Weighted % n
$0-$1,400 35% 174
$1,401-$1,800 27% 128
$1,801 and over 37% 158
QL4 How long have the current tenants been living at the property?
Weighted % n
Currently unoccupied / no tenants in the property
2% 9
Less than a year 28% 123
1 to 2 years 33% 161
3 to 5 years 26% 103
6 to 9 years 7% 34
10 years or more 5% 30
QL5 How long ago did you last have tenants at the property?
Weighted % n
Never had tenants at the property 0% 0
Less than a month ago 8% 2
1 to 6 months ago 67% 5
6 months to 1 year ago 20% 1
More than 1 year ago 0% 0
Don’t know 5% 1
QL7 Approximately when was the property built?
Weighted % n
Before 1990 54% 271
Between 1991 and 2004 19% 83
2005 or later 25% 100
Don’t know 2% 6
Landlords
DEMOGRAPHIC TABLES (WEIGHTED)
89
DL2 Gender Weighted % n
Male 59% 270
Female 41% 183
Other 0% 0
DL3 Are you currently…? Weighted % n
Working full time 60% 241
Working part time 12% 60
Working casually 4% 20
Retired 11% 66
Self-employed 11% 70
Unemployed 1% 4
Full time student 1% 3
Homemaker 2% 11
Other 1% 9
DL4 You identify as Aboriginal or Torres Strait Islander
Weighted % n
Yes <0.5% 1
No 99% 454
Prefer not to say <0.5% 5
DL4 You speak a language other than English at home or with close family members
Weighted % n
Yes 10% 43
No 90% 411
Prefer not to say 1% 6
DL1 Which of the following describes your current living situation?
Weighted % n
I own, or pay a mortgage on the property I live in
87% 404
I rent the property I live in 10% 37
Other 3% 19
DL4 You receive a government rebate or concession on your energy bills (i.e. because you have a health care card)
Weighted % n
Yes 3% 21
No 96% 432
Prefer not to say 1% 7
DL4 You have a special payment arrangement with your gas and/or electricity provider due to financial difficulty
Weighted % n
Yes 2% 7
No 97% 447
Prefer not to say 1% 6
QL9 Does your home currently have mains connected natural gas (not bottled gas)?
Weighted % n
Yes 83% 378
No 15% 75
Don’t know 2% 7
QL10 Have you ever lived in this property yourself?
Weighted % n
Yes 34% 157
No 66% 303
QL8 Which of the following best describes the property?
Weighted % n
House 41% 206
Townhouse 14% 58
Unit 19% 88
Flat or apartment 24% 97
Other 2% 11
Landlords
DEMOGRAPHIC TABLES
90
SPM1 Location of office/branch % n
Melbourne 76% 38
Rest of Victoria 24% 12
SPM2 How many years' experience do you have as a property manager or real estate agent in the rental market?
% n
Less than 1 year 0% 0
Between 1 and 2 years 18% 9
Between 3 and 5 years 18% 9
Between 6 and 9 years 10% 5
Between 10 and 20 years 40% 20
More than 20 years 14% 7
Don’t know/refused 0% 0
QPM4 In terms of your own current living arrangements, do you ...?
% n
Live in a rental property 30% 15
Live in a property which you own or are paying off (a mortgage)
68% 34
Other (Please specify) 2% 1
QPM5 Are you a landlord yourself? % n
Yes 46% 23
No 54% 27
DPM1 Gender % n
Male 34% 17
Female 66% 33
DPM2 Age % n
18 to 34 34% 17
35 to 49 46% 23
50 to 64 16% 8
65 or over 4% 2
DPM3 Does the company you work for have a single office, or multiple branches/locations?
% n
Single branch 80% 40
Multiple branches 20% 10
Property Managers
91
Self-manage and Use a property manager*
ADDITIONAL ANALYSIS: LANDLORD PROFILES
SL3. How many residential rental properties do you own in total – including those with tenants living in them, and any others which are available for rent?QL6. What is the total rental amount for the property?QL7 Approximately when was the property built?QL8. Which of the following best describes the property? (Property type)Base size: All landlords who self-manage (n=219) / All landlords who employ a property manager (n=237)*Landlords who selected other management type (n=4) have been excluded from these charts
Landlords
6551
1720
1727
0 2
Self-manage Use aproperty manager
Age of property (%)Don't know
2005 or later
Between 1991and 2004
Before 199050 39
1214
1820
17 263 1
Self-manage Use aproperty manager
Property type (%)Other
Flat/Apartment
Unit
Townhouse
House
44 47
48 49
8 4
Self-manage Use aproperty manager
Number of properties owned (%)
More than 5
2-5
One43 34
2727
30 39
Self-manage Use aproperty manager
Rental amount (%)
$1,801 and over
$1,401-$1,800
$0-$1,400
Indicates results are significantly higher or lower than self-manage landlords.
92
ADDITIONAL ANALYSIS: ENERGY-USE VULNERABILITIESSignificant differences by tenants who found it difficult to maintain a comfortable
temperature (DM4); & who had chosen not to use heating/cooling due to cost (DM5)
Tenants who have difficulty maintaining comfortable temperature in their property are more likely to live with children under the age of 18 (23% vs 11% of those who have no difficulty), are aged 18-34 (33% vs 23%) or live in properties with low rental amount (Less than $1,400 p/m) (32% vs 22%). They feel less informed how to minimise their
energy use (6.1 vs 6.7) and feel less empowered to reduce their energy use (4.4 vs 6.1).
They are less likely to live in townhouses (9% vs 17%) and to have ceiling insulation (19% vs 34%), draught-proofing (10% vs 32%), 4+ star reverse cycle A/C system (29% vs 59%) or thick curtains (33% vs 52%)
installed at their property.
Tenants who do not have fixed energy-efficient heating or cooling features, and have difficulty maintaining comfortable temperature in
their property, are more likely to be using portable electric fans (50% vs 29%), portable electric heaters (38% vs 18%) or gas panel heaters (22%
vs 7%).
Tenants
Tenants who have chosen not to use heating/cooling due to affordability are more likely to live with children under the age of 18 (24% vs 16% who
always use heating/cooling), are aged 18-34 (34% vs 27%) or live in properties with low rental amount (39% vs 23%). They feel less informed how to minimise their energy use (5.7 vs 6.6) and feel less empowered to
reduce their energy use (4.0 vs 5.7).
They are less likely to have a high income ($104k and over) (17% vs 33%) and are less likely to have ceiling insulation (15% vs 29%), draught proofing
(9% vs 24%), 4+ star reverse cycle A/C system (28% vs 47%) or thick curtains (30% vs 46%) installed at their property.
There are no differences in other heating/cooling features used by tenants who have chosen to/not to use heating/cooling due to affordability.
58% Found it difficult to maintain a comfortable temperature in…* 31% Chosen not to, due to cost, in the last 2 years…
DM4. Do you find it difficult to maintain a comfortable temperature in your home on very hot days?DM4. Do you find it difficult to maintain a comfortable temperature in your home on very cold days?In the last couple of years…DM5. Have you chosen not to use air conditioning or other cooling systems on very hot days because you couldn’t afford it? DM5. Have you chosen not to use electric or gas heating on cold days because you couldn’t afford it? Base: All tenants (n=854)
93
ADDITIONAL ANALYSIS: ENERGY-USE VULNERABILITIES
DM4. Do you receive a government rebate or concession on your energy bills (i.e. because you have a health care card)?DM4. Do you have a special payment arrangement with your energy company due to financial difficulty?DM4. Does someone in your household need the home to be kept at a constant temperature for health reasons?DM5. Have you received a disconnection warning from your electricity or gas company? DM5. Have you had your electricity or gas disconnected by your energy company?Base: All tenants (n=854)
Tenants who have received a disconnection notice from their energy company in the last two years are more likely to lease a house (54% vs 38%), have a high energy bill (More than $211 p/m) (60% vs 26%), live in a regional area (36% vs 22%) and have children under 18 in the household (38% vs 17%). They also feel less informed (5.3 vs 6.4) and empowered (3.5 vs 5.3) to minimise their energy use.
18%Receive a rebate on energy bills
6%Have an arrangement
with their energy company due to
financialdifficulties
7%Require a constant
temperature for health reasons
9%Received a disconnection notice from their energy
company in the last 2 years
Significant differences by demography of tenants for areas of vulnerability to
heating/cooling and energy use (DM4/DM5)
Tenants who receive a government rebate on energy are more likely to have a low income (less than $42k p/a) (79% vs 19%), live in a house (56% vs 36%), pay low rent ($1,400 p/m) (44% vs 24%), be aged over 65 (45% vs 15%), live in a regional area (40% vs 19%) and be single with children/other family members in the household (18% vs 8%).
Tenants who require a constant temperature in the property for health reasons are more likely to live in a house (61% vs 38%), live in a regional area (43% vs 21%) and live with partner with children/family members in the household (28% vs 16%). There are no statistically significant difference by age, rental amount or income.
Tenants who have a special payment arrangement with their energy company are less likely to have a high income (more than $104k p/a) (9% vs 30%). They are more likely to live in a house (70% vs 38%), pay low rent ($1,400 p/m) (44% vs 26%), have a high energy bill (More than $211 p/m) (66% vs 27%), live in a regional area (50% vs 21%) and be single with children/other family members in the household (24% vs 8%).
Tenants
QUESTIONNAIRES AND OTHER RESEARCH MATERIALS
Tenant Questionnaire Landlord Questionnaire Energy Efficient Feature Information
Property Manager Questionnaire
Focus Group Discussion Guide (Tenants)
Online Community Discussion Guide (Landlords)
In-Depth Interview Discussion Guide (Property Managers)
Sydney+61 2 9232 9550
Level 18, 167 Macquarie Street
Sydney NSW 2000
Canberra+61 2 9232 9500
John McEwen House
7 National Circuit
Barton ACT 2600
Melbourne+61 3 9611 1850
Level 10, 120 Collins Street
Melbourne VIC 3000
Brisbane+61 7 3009 9000
Level 14, 110 Eagle Street
Brisbane QLD 4000
NEWGATE AUSTRALIA
1
DELWP Energy Efficiency in Rental Property Research NGR 1708010 Property Managers Questionnaire – CATI only (12 mins)
Final Version 29th January 2018
Quotas All participants will be accessed through the Residential Tenancies Bond Authority database (i.e. all will be Property Managers of private rental properties in Victoria)
n=50
METRO REGIONAL
75%
(n=37)
25%
(n=13)
Introduction Good morning / afternoon, my name is [SAY NAME]. I’m calling on behalf of National Field Services. May I please speak with [Insert full customer name from RTBA database]? IF ASKS WHAT IT IS ABOUT: We’re conducting an important survey on behalf of the Victorian Government and Newgate Research about views and experiences of property management professionals who manage rental properties. IF SPEAKING WITH A NEW PERSON, REPEAT GREETING ABOVE. We’re conducting an important survey on behalf of the Victorian Government and Newgate Research about the views and experiences of property managers of rental properties. In appreciation of your time we will send you a Gift Card to the value of $25. CONTINUE: Purely for the purposes of this confidential survey, your contact details were provided by the Residential Tenancies Bond Authority, which you’re probably aware holds all Victorian residential tenancy bonds and the details of those who have lodged them. IF NECESSARY: The RTBA is legally authorised to disclose information for use in research, compiling statistics and public education. IF NOT RELEVANT / DOESN’T MANAGE ANY RENTALS, OR DECLINES: Is there another person at your business who you think would be interested in participating in this important research? We are looking to speak to property managers of residential rental properties with at least 1 years’ experience? IF YES, ASK FOR TRANSFER OR CONTACT DETAILS IF TRANSFER, REPEAT GREETING ABOVE This survey is for research purposes only; we are not selling anything. It should take about 10 minutes depending on your responses. Are you happy to go ahead? IF YES, PROCEED. IF NO, SEEK AN APPOINTMENT TIME TO CALL BACK.
2
SPM1a INTERVIEWER RECORD – DO NOT ASK
1. Speaking with person named in database SINGLE RESPONSE
2. Not speaking with person named in database
SPM1b To make sure we have the right contact details, may confirm that your current occupation is a property manager of residential rental properties in Victoria?
1. Yes <CONTINUE> SINGLE RESPONSE
2. No <CLOSE>
SAY ONLY IF NECESSARY: Your responses will be treated in complete confidence and none of your responses will be ever linked back to you in any way. We are conducting the survey with a random sample of property managers across Victoria, in accordance with the Privacy Act, which means your responses must be kept strictly confidential. IF NECESSARY: If you wish to confirm the security of, and our authorisation to use, your contact details, I can give you a contact within the Victorian Government. Would you like that? IF YES: You can contact <DELWP CONTACT DETAILS WERE SUPPLIED HERE>. SAY TO ALL: During the course of this interview, my supervisor may listen in to check the quality of my work. SCREENING / QUALIFIER QUESTIONS
I just have a few questions to make sure we’re speaking with a good mix of property managers.
SPM1 What is your postcode at your office/branch? NOTE: This could be your home address if you work from home
_ _ _ _ ENTER POSTCODE
AUTOCODE LOCATION. METRO = 3000-3199 /REGIONAL = 3200+.
IF OUTSIDE OF VICTORIA (DOESN’T START WITH 3) OR DON’T KNOW
<CLOSE>
CHECK
QUOTAS
SPM2 How many years’ experience do you have as a property manager or real estate agent in the rental market?
1. Less than 1 year <CLOSE>
SINGLE RESPONSE,
RECORD
2. Between 1 and 2 years
3. Between 3 and 5 years
4. Between 6 and 9 years
3
5. Between 10 and 20 years
6. More than 20 years
99. Don’t know/refused <CLOSE>
CLOSING SPIEL: Thank you for your time today. We have already surveyed enough people with your characteristics, so that is all of our questions. We hope you can participate in another survey in future. If you wish to contact us for any reason, please call <NFS TO INSERT CONTACT NUMBER>. PROPERTY MANAGEMENT EXPERIENCE
QPM1a Right now, how many individual residential rental properties do you manage?
RECORD NUMERIC ONLY RESPONSE
END WITH THANKS IF ZERO (OR ASK TO SPEAK TO ANOTHER PROPERTY MANAGER AND REINTRODUCE)
QPM1b And how many individual landlords do you currently have as clients?
RECORD NUMERIC ONLY RESPONSE
END WITH THANKS IF ZERO (OR ASK TO SPEAK TO ANOTHER PROPERTY MANAGER AND REINTRODUCE)
QPM2 Have you completed any training or professional development specific to rental property management in the last 2 years? IF NECESSARY: It’s totally fine if you haven’t.
1. Yes SINGLE
RESPONSE, RECORD
2. No
99. Don’t know/Can’t remember
QPM3 Have you ever completed any of the following accreditations or courses in relation to your role? READ OUT 1-2 Are there any other courses or accreditations you have completed? IF YES, RECORD 90 AND ADD COMMENTS. CODE 98 IF NO TO QPM3≠1-90
1. A certificate IV in Property Services Formally referred to as a ‘licensing course’ making you a licensed agent
MULTIPLE RESPONSE
SINGLE
RESPONSE IF
QPM3=98
2. An Agent’s Representative Course
90. Any other courses or professional accreditation/s (please specify)
98. No courses, accreditations or training at all
4
QPM4 In terms of your own current living arrangements, do you…? READ OUT
1. Live in a rental property SINGLE
RESPONSE 2. Live in a property which you own or are paying off (a mortgage)
90. Other (Please specify)
QPM5 Are you a landlord yourself? EXPLAIN IF NECESSARY: Do you own any private rental properties yourself?
1. Yes SINGLE RESPONSE 2. No
QPM6 What features of a rental property do you think are most important to prospective tenants when they are considering a property? RECORD BEST FIT, DO NOT READ OUT CLARIFY VAGUE RESPONSES AND PROBE: What else?
1. Off-street parking
MULTIPLE RESPONSE,
RECORD
2. Ease of upkeep
3. Presence of in-built appliances (hot water unit, air-conditioning/heating system, dishwasher etc.)
4 Performance of in-built appliances in the property (hot water unit, air-conditioning/heating system, dishwasher etc.)
5. Physical size of the property, including outdoor space
6. Number of bedrooms
7. Cost of energy bills (i.e. electricity and gas)
8. General condition of the property
9. Location (e.g. proximity to shops, public transport, schools)
10. Ease of heating/cooling / maintaining a comfortable temperature
90. Other (please specify)
LANDLORDS AND APPLIANCE EMERGENCIES I have some more specific questions do with property management. [IF QPM4 OR QPM5=1] I ask that your answers reflect your capacity as a property manager and not <IF QPM4=1> “as a tenant”, <IF QPM5=1> “as a landlord”, <IF QPM4=1 AND QPM5=1> “as a tenant or landlord”.
5
QPM7a Thinking about all of the landlords that you deal with, specifically when it comes to decisions on urgent repairs at the properties, roughly what proportion of the landlords …? READ OUT
1. Require you to refer all decisions to them ___% 0% TO 100% FOR
EACH.
ENSURE PROPORTIONS SUM TO 100% EXACTLY
2. Give you complete control ___%
3.
Give you control over the decisions up to a certain financial limit ___%
QPM7b And when it comes to decisions on non-urgent maintenance and repairs, roughly what proportion of your landlords …? READ OUT
1. Require you to refer all decisions to them ___% 0% TO 100% FOR
EACH.
ENSURE PROPORTIONS SUM TO 100% EXACTLY
2. Give you complete control ___%
3.
Give you control over the decisions up to a certain financial limit ___%
QPM8 Does your company use in-house maintenance, or sub-contract to external suppliers? IF NEITHER, CODE 90 AND ASK: “How does your company organise repairs and maintenance of rental properties?"
1. In-house maintenance MULTIPLE RESPONSE
2. External sub-contractors
90. Other (please specify)
QPM9 Do you establish a pre-approved spending limit for repairs or maintenance at the properties you manage, which you are able to use without the landlord’s permission (whether for urgent or non-urgent works)? <IF “NO”, CODE 3>, <IF “YES”> Is that… READ OUT 1 & 2
1. Yes, with all landlords
SINGLE RESPONSE
2. Yes, with some landlords
3. No
99. Don’t know
IF QPM9=1 OR 2
QPM10 And what type of repairs are you authorised to make within this pre-approved spending limit? Is it… READ OUT
6
1. Urgent repairs only SINGLE RESPONSE 2. Urgent and non-urgent repairs and upgrades
IF QPM9=1 OR 2
QPM11 What amount is the pre-approved spending limit typically set at?
OPEN TEXT BOX
QPM12 Do you establish maintenance schedules with any of your landlord clients – that is, a plan for regular upgrades or changes to the rental properties you manage? <IF NO, CODE 5>, <IF YES> Is that…
1. Always
SINGLE RESPONSE
2 Usually
3. Occasionally
4. Rarely
5. Never
QPM13a The last time an appliance needed replacing at one of the properties you manage (e.g. water heater, dishwasher, air-conditioner), how important were each of the following factors in the decision about the replacement? Please rate each on a scale of 0 to 10, where 0 means “Not at all” and 10 means “Extremely important”
Not
im
port
ant a
t al
l
Extr
emel
y im
port
ant
1. The price 0 10
SINGLE RESPONS
E FOR EACH ITEM
RANDOMISE ITEMS
ALLOW
NOT APPLICAB
LE
2. The aesthetics or look of the product 0 10
3. The size 0 10
4. The energy rating 0 10
5. The brand 0 10
6. The specific model 0 10
7. What the tenant wanted 0 10
8. What the landlord wanted 0 10
9. That it was a like-for-like replacement 0 10
7
QPM13b And across those factors would you say that was reflective of what’s important
regarding appliance replacements in general, or was that last replacement an unusual situation?
1. Yes, it was reflective of appliance replacements in general SINGLE
RESPONSE 2. No, it was an unusual situation
99. Don’t know
ENERGY AND RENTAL PROPERTIES
QPM14 How often do you receive queries or complaints from tenants related to energy issues (e.g. bill size or ease/difficulty of heating or cooling the home)?
1. Frequently (more than once a month)
SINGLE RESPONSE
2. Occasionally (a few times a year)
3. Rarely (less than once a year)
4. Never
ASK IF QPM14=1,2
QPM15a What actions do you take, or what do you say when tenants complain about the size of the energy bills, or say they are having difficulty maintaining a comfortable temperature? CLARIFY VAGUE RESPONSES AND PROBE: What else?
OPEN ENDED
ASK IF QPM14=3,4
QPM15b What actions would you take if a tenant complained about the size of the energy bills, or said they were having difficulty maintaining a comfortable temperature at one of the properties you manage? CLARIFY VAGUE RESPONSES AND PROBE: What else?
OPEN ENDED
QPM16 I’m going to read out a list of energy-related features which can be installed in properties. For each one please tell me if you’ve had any enquiries from either tenants and/or landlords, in the last 5 years? PROMPT: For any item where respondent answers Yes – understand if Tenant or Landlord or Both.
8
IF NECESSARY: I don’t have the option here to record what the query was, just whether they have made any with you.
Tena
nts
Land
lord
s
Nei
ther
1. LED light bulbs 1 2 3
MULTIPLE RESPONSE
IF CODE 3 FOR ANY ITEMS, SINGLE
RESPONSE
4. Water efficient showerheads (3-stars or more) 1 2 3
5. Ceiling insulation 1 2 3
6. Fitted draught proofing around doors and windows
1 2 3
7. <IF QT12=1> Gas heater with minimum 4 energy stars
1 2 3
8. Reverse cycle split system air conditioner (both heating & cooling) with minimum 4 energy stars (fixed)
1 2 3
9. <IF QT12=1> Gas hot water heating system with minimum 5 energy stars
1 2 3
12. Thick or ‘block-out’ curtains 1 2 3
14. Electricity or gas boosted solar hot water system
1 2 3
15. Heat pump water heater 1 2 3
16. Rooftop solar PV panels (for generating electricity)
1 2 3
ATTITUDES AND EXPERIENCE – RATING QUESTIONS
QPM17 How would you rate your level of knowledge about each of the following? Please use a scale where 0 means ‘You don’t know anything about this at all’ and 10 means ‘You have excellent knowledge of this’.
Don’
t kno
w
anyt
hing
ab
out t
his a
t
Exce
llent
kn
owle
dge
1. The energy efficiency of the rental properties you manage overall 0 10 SINGLE
RESPONSE FOR EACH
ITEM 2. The range of ways in which energy efficiency could be improved in rental properties 0 10
9
3. The cost to buy and install things that can reduce energy usage in rental properties 0 10
RANDOMISE ITEMS
4. The financial benefits to tenants in improving a property’s energy efficiency 0 10
5. The health impacts associated with rental properties that have poor energy efficiency 0 10
6. The benefits to landlords in improving a property’s energy efficiency 0 10
QPM18 Are you aware of any government incentives to improve the energy efficiency of residential properties? IF YES: have you ever discussed them with any of your landlords?
1. Yes, aware but not discussed with any landlords SINGLE
RESPONSE
2. Yes, aware and have discussed with one or more landlords
3. Not aware of any
QPM19 Please tell me if you agree or disagree with each of the following, and whether that is strongly or just somewhat agree or disagree.
Stro
ngly
disa
gree
Som
ewha
t disa
gree
Nei
ther
agr
ee, n
or
disa
gree
Som
ewha
t agr
ee
Stro
ngly
agr
ee
1.
As a property manager, I can make a difference in improving energy efficiency in the rental properties I manage
1 2 3 4 5
SINGLE RESPONSE FOR EACH OPTION
RANDOMISE ITEMS
ALLOW DON’T KNOW
2.
I already incorporate energy efficiency considerations into my decisions and advice about rental properties
1 2 3 4 5
3.
If we had a better understanding of energy related issues our agency could provide a better service to tenants and landlords
1 2 3 4 5
4. Energy efficiency improves the appeal of a property to a prospective tenant
1 2 3 4 5
5. I am interested to know more about how the energy
1 2 3 4 5
10
efficiency can be improved in the properties I manage
INCENTIVES AND INFORMATION SOURCES
QPM20 Which, if any, of the following would you personally be interested in, to help improve energy efficiency in rental properties? Please say yes or no after each one. READ OUT 1-4 Is there anything else you can think of? RECORD 90 AND ADD COMMENTS
1. Handing out an information pack to tenants and landlords with information and ideas
MULTIPLE RESPONSE
RANDOMISE
OPTIONS
SINGLE RESPONSE
IF =98
2. Receiving email bulletins about energy efficiency from an industry body or government agency
3. Having information you could use to evaluate a property and understand its energy efficiency
4. Short courses on energy efficiency for Property Managers contributing to CPD points
90. Can you suggest anything else that would help improve energy efficiency in rental properties? (please specify)
98. None of these
QPM21 Who would you prefer to get information about energy efficiency from? RECORD BEST FIT What other sources would you like to get information from? RECORD 90 AND ADD COMMENTS
1. Professional bodies/associations (e.g. REIV)
MULTIPLE RESPONSE
EXCEPT 90
AND 98
SINGLE RESPONSE
IF 99
2. Consumer Affairs Victoria
3. The State or Federal Government
4. Local councils
5. Energy providers/retailers
6. Independent organisations (e.g. CSIRO)
7. The media
8. Hardware/Appliance retailers
9. Tradespeople
10. Professional colleagues
90. Other (Please specify)
98. Not interested in getting any such information
11
DEMOGRAPHICS AND FIRMOGRAPHICS
DPM1 <DO NOT ASK> Record gender
1. Male SINGLE RESPONSE
2. Female
DPM2 And are you aged?
1. 18 to 34
SINGLE RESPONSE
2. 35 to 49
3. 50 to 64
4. 65 or over
DPM3 Does the company you work for have a single office, or multiple branches/locations?
1. Single branch SINGLE
RESPONSE 2. Multiple branches
99. Don’t know
DPM4 And how many people work in the office / branch where you work? <IF UNSURE> An approximate amount or your best estimate will be fine.
RECORD RESPONSE
PLEASE ENSURE RESPONDENT GIVES ANSWER GREATER THAN ZERO CLOSING <IF FILTERED OUT AT SCREENERS> Thank you for your time today. We have already surveyed enough people with your characteristics, so that is all my questions. I hope you can participate in another survey in future. If you wish to contact us for any reason, please call <NFS TO INSERT CONTACT NUMBER>. Thank you for participating in this important study. We really appreciate your time and contribution. That is all my questions. Just to remind you, my name is <INSERT INTERVIEWER NAME> from National Field Services. Could I please have your first name so that we can re-contact you if necessary as part of our quality control to validate that this interview actually took place? RECORD And can I confirm that I have dialed <INSERT PHONE NUMBER>? Please be assured that your name and contact details will be removed from your responses to this survey once the validation period is finished. As mentioned earlier, this study is being conducted on behalf of the Victorian Government
12
(specifically the Victorian Department of Environment, Land, Water & Planning) and the results will be used to better understand energy efficiency in rental properties. IF NECESSARY: Just to remind you, your responses in this survey will be kept completely confidential and will be used only for market research purposes. As a market research company, we comply with the requirements of the Privacy Act. By law, your responses will in no way be linked with your customer account details. Should you need to contact us again please call us on <NFS TO INSERT CONTACT NUMBER>. Thank you again for your time.
1
DELWP Energy Efficiency in Rental Property Research NGR 1708010 Tenants Questionnaire Online/CATI (20 mins)
Final Version 29th January 2018
Quotas All participants will be accessed through the Residential Tenancies Bond Authority database (i.e. all will be tenants living at private rental properties in Victoria). These are target quotas using ABS population data for Victorian rented dwellings from Census 2016, based on the 91% of households that provided this information or for whom it was applicable.
n=800
HOUSEHOLD INCOME
(PRE-TAX)
Greater Melbourne
Rest of Victoria
LOW (<$42,000
PA)
20%
(n=163)
10%
(n=80)
MID ($42-103,999 PA)
33%
(n=260)
9%
(n=73)
HIGH ($104,000+
PA)
24%
(n=194)
4%
(n=30)
NB: Those living in share-houses will be allocated to the relevant income level, and are only asked about their own income.
Introduction (CATI) GREETING: Good morning / afternoon / evening, my name is [SAY NAME]. I’m calling on behalf of National Field Services, the research company.
May I please speak with [Insert full customer name from RTBA database]? IF ASKS WHAT THE CALL IS ABOUT: We’re conducting an important survey on behalf of the Victorian Government about tenant experiences.
IF SPEAKING WITH A NEW PERSON, REPEAT GREETING ABOVE, THEN CONTINUE: We’re conducting an important survey on behalf of the Victorian Government and Newgate Research about tenant experiences and preferences. This survey is to understand the views and experiences of people living in rental properties. Purely for the purposes of this confidential survey your contact details were provided by the Residential Tenancies Bond Authority, which holds the contact details of all Victorian residential tenancy bond holders.
2
SAY IF NECESSARY: The RTBA is legally authorised to disclose information for use in research, compiling statistics and public education. ASK ALL: Can I just check you are 18 or over and are currently living at a rental property? If yes, continue. This survey is for research purposes only; we are not selling anything. It should take less than 20 minutes depending on your responses. Are you happy to go ahead? IF YES, PROCEED. IF NO, SEEK AN APPOINTMENT TIME TO CALL BACK. SAY ONLY IF NECESSARY: Your responses will be treated in complete confidence and none of your responses will be ever linked back to you in any way. We are conducting the survey with a random sample of people across Victoria, in accordance with the Privacy Act, which means your responses must be kept strictly confidential. IF NECESSARY: If you wish to confirm the security of, and our authorisation to use, your contact details, I can give you a contact within the Victorian Government. Would you like that?
IF YES: You can contact <DELWP CONTACT DETAILS WERE SUPPLIED HERE>. SAY TO ALL: During the course of this interview, my supervisor may listen in to check the quality of my work. Introduction (ONLINE) EMAIL INTRODUCTION TOPIC: HAVE YOUR SAY ON BEING A TENANT IN VICTORIA Dear [INSERT NAME] We are conducting a survey on behalf of the Victorian Government, to seek the views and experiences of residential tenants in Victoria. It should take you about 10-12 minutes to complete, depending on your responses. Your contact details were provided by the Residential Tenancies Bond Authority (RTBA), which holds all Victorian residential tenancy bonds and the details of those who have lodged them. The RTBA is legally authorised to disclose information for use in research, compiling statistics and public education. Your responses will be treated in complete confidence, and none of your responses will ever be linked back to you in any way. We are conducting the survey with a random sample of tenants from across Victoria, in accordance with the Privacy Act. If you have any technical issues, or need assistance during the survey, please contact <NFS TO INSERT>. If you wish to check the validity of this survey you can call <DELWP CONTACT DETAILS WERE SUPPLIED HERE>. We do hope that you can take the time to participate in this important survey. Best regards, National Field Services (on behalf of Newgate Research and the Victorian Government) ONCE CLICKED ON LINK:
3
Thank you for your interest in the survey. As mentioned, it should take around 10-12 minutes to complete. Use your mouse to 'click' the relevant circles or boxes and mark your selections. Some questions require you to type your answers in the space provided. Please remember:
• When you have completed all questions on the screen, click the ‘>>’ button to proceed to the next page.
• None of the responses you give will be directly linked to you as an individual. They are used for statistical purposes only.
• To see the privacy statement, click the link at the bottom of the screen. • To begin the survey, click on the ‘>>’ button below. • If you need to return to the survey later, click the ‘>>’ button and close the webpage. The
next time you click on the invite link, it will automatically take you back to the question you were up to.
SCREENING / QUALIFIER QUESTIONS
CATI: I just have a few questions about you to make sure we are speaking with a good mix of people for this survey. ONLINE: Firstly, a few questions to check if you qualify for this survey…
ST1 Do you or anyone in your immediate family work in any of the following? CATI READ OUT
1. Market or social research <CLOSE> ASK ALL 2. Advertising or the media <CLOSE>
3. The Victorian Government <CONTINUE>
97. Neither of these
ST2 ONLINE: Which age bracket are you in? CATI: And which of the following age ranges do you fall into? Firstly, are you under or over 45? READ OUT
1. Under 18 <CLOSE>
SINGLE RESPONSE
2. 18 to 24
3. 25 to 34
4. 35 to 44
5. 45 to 54
6. 55 to 64
7. 65 to 74
8. 75 or over
4
ST3 Which of the following best describes your current residential status – do you live in a…? CATI READ OUT
1. Property where you pay rent to a private landlord, or real estate agent
SINGLE RESPONSE
2. Property which you own, or are currently paying off a mortgage <CLOSE>
3. Property which is part of social housing, public housing or community housing where you pay rent to the government or a not-for-profit agency <CLOSE>
4. Movable home and/or caravan park <CLOSE>
90. Other <CLOSE>
ST4 What is your postcode at the rental property where you live?
_ _ _ _ ENTER POSTCODE
AUTOCODE LOCATION. METRO = 3000-3199 /REGIONAL = 3200+.
IF OUTSIDE OF VICTORIA (DOESN’T START WITH 3) OR DON’T KNOW
<CLOSE>
CHECK
QUOTAS
ST5 Who physically pays the energy bills there (i.e. electricity, gas)? ONLINE ONLY: If you pay by direct debit, but see and are responsible for paying the energy bills, you would select the first or second response. CATI READ OUT CODES IF NECESSARY. ONLY IF QUERIES PAYMENT BY DIRECT DEBIT/INSTALLMENTS: If you see and are responsible for paying the energy bills, you would select the first or second response.
1. I physically pay the energy bills
SINGLE RESPONSE
2. I share the responsibility for physically paying the energy bills
3. Someone else in the household physically pays them / I never see the energy bills
4. We do not receive energy bills at the rental property <CLOSE>
ST6 Which of the following best describes your current living arrangements? CATI READ OUT 1-5 <CATI: IF NONE OF 1-5> Who do you live with? RECORD 90 AND ADD COMMENTS
5
1. I live alone
SINGLE RESPONSE
2. I live with my partner only
3. I live with my partner with children/other family members in the household
4. I am single with children/other family members in the household
5. I live in a share house (i.e. with friends/housemates)
90. Other (please specify)
IF LIVING WITH PARTNER/IMMEDIATE FAMILY (ST6=2,3,4)
ST7 This question is just to help ensure we have a representative mix of survey participants, and as such we need your response for the survey to continue. Just to remind you, this is a confidential survey and none of your responses will be linked back to you in any way. ONLINE: What is your household’s total annual income from all sources before tax? CATI: Which of the following does you household’s annual income from all sources before tax fall into? Stop me when I get to the right bracket. READ OUT
1. Less than $20,000 (Less than $384 per week)
SINGLE RESPONSE
CHECK
INCOME QUOTAS
SKIP TO
THANKS IF QUOTA
FAIL
2. $20,000 - $41,999 ($384 - $804 per week)
3. $42,000 - $77,999 ($805 - $1,495 per week)
4. $78,000 - $103,999 ($1,496 - $$1,994 per week)
5. $104,000 - $155,999 ($1,995 - $2,991 per week)
6. $156,000 or more ($2,992 or more per week)
IF LIVING ALONE, OR WITH FRIENDS (ST6=1,5 OR 90)
ST8 This question is just to help ensure we have a representative mix of survey participants, and as such we need your response for the survey to continue. Just to remind you, this is a confidential survey and none of your responses will be linked back to you in any way. ONLINE: What is your personal income from all sources before tax? CATI: Which of the following does your personal annual income from all sources before tax fall into? Stop me when I get to the right bracket. READ OUT
1. Less than $20,000
6
2. $20,000 - $41,999 ($384 - $804 per week) SINGLE
RESPONSE
CHECK INCOME QUOTAS
SKIP TO THANKS
IF QUOTA FAIL
3. $42,000 - $77,999 ($805 - $1,495 per week)
4. $78,000 - $103,999 ($1,496 - $$1,994 per week)
5. $104,000 - $155,999 ($1,995 - $2,991 per week)
6. $156,000 or more ($2,992 or more per week)
CLOSING SPIEL: Thank you for your time today. We have already surveyed enough people with your characteristics, so that is all of our questions. We hope you can participate in another survey in future. If you wish to contact us for any reason, please call <NFS TO INSERT CONTACT NUMBER>. RENTAL CIRCUMSTANCES
CATI: Thank you – you have qualified for the main survey. First, I’m going to ask you some questions specifically related to your home and rental circumstances. Online: Thank you – you have qualified for the main survey. The following questions relate to your home and rental circumstances.
QT1 Which of the following best describes the dwelling you live in? CATI READ OUT
1. House
SINGLE RESPONSE
2. Townhouse
3. Unit
4. Flat or Apartment
90. Other (please specify)
QT2 How long have you been living at the property?
1. Less than a year
SINGLE RESPONSE
2. 1 to 2 years
3. 3 to 5 years
4. 6 to 9 years
5. 10 years or more
QT3 How much longer do you think you will be living in this property?
7
1. Less than 6 months
SINGLE RESPONSE
2. More than 6 months but less than a year
3. 1 to 2 years
4. 3 to 5 years
5. 6 years or more
99. Don’t know
QT4 For matters related to the property, do you liaise with…? CATI READ OUT 1 to 3 IF NONE OF 1 to 3> Who do you deal with? RECORD 90 AND ADD COMMENTS
1. Only the landlord
SINGLE RESPONSE
2. Only a property manager/real estate agent
3. Both the landlord and property manager/real estate agent
90. Other (please specify)
99. Don’t know
QT5 What is the total rental amount for the property where you live? Please enter either the weekly or monthly amount, whichever is easier. If you live in a share house, this is the total paid by all occupants. IF RESPONDENT ANSWERS “WEEKLY” AMOUNT, PLEASE MULTIPLY BY 4 TO PRE-FILL “PER MONTH” METRIC IN DATAFILE NUMERIC RESPONSE. ALLOW FOUR DIGITS. TEXT BOX PREFIXED WITH $.
$ _ _ _ _ per week OR $ _ _ _ _ per month
RENTAL EXPERIENCES
QT6 Overall, how would you rate the quality of your rental property as a place to live? CATI: Please use a 0 to 10 scale, where a 0 means ‘Very Poor’ and a 10 means ‘Excellent’.
Very
poor Excellent
SINGLE RESPONSE
0 AND 10
TO BE LABELLED
ONLY
0 1 2 3 4 5 6 7 8 9 10
8
ASK IF QT4=1-3
QT7 How would you rate the relationship with <IF QT4=1 OR 3 “your landlord”, IF QT4=2 “your real estate agent / property manager”>? CATI: Please give your answer using a 0 to 10 scale, where a 0 means ‘Very Poor’ and a 10 means ‘Excellent’.
Very poor Excellent SINGLE
RESPONSE
0 AND 10 TO BE
LABELLED ONLY
0 1 2 3 4 5 6 7 8 9 10
QT8 How would you rate the following aspects of your rental property? CATI: Please give your answer using a 0 to 10 scale below, where a 0 means ‘Very poor’ and a 10 means ‘Excellent.
Very
poo
r
Exce
llent
1. The value for money you get from your rent 0 10
COMPULSORY
SINGLE
RESPONSE FOR EACH OPTION
RANDOMISE ITEMS
2. Presence of fixed appliances in the property (hot water unit, air-conditioning/heating system, dishwasher etc.)
0 10
3. Performance of fixed appliances in the property (hot water unit, air-conditioning/heating system, dishwasher etc.)
0 10
4. Size of the property 0 10
5. Cost of energy bills (i.e. electricity and gas) 0 10
6. General condition of the property 0 10
7. Location (e.g. proximity to shops, public transport, schools) 0 10
8. Ease of maintaining a comfortable temperature indoors 0 10
9. Security at the property 0 10
QT9 Have you ever asked <IF QT4=1 “your landlord”, IF QT4=2 “your real estate agent”, IF QT4=3 “your landlord or real estate agent”> for any sort of change or improvement to your rental property (other than urgent repairs)?
1. <SHOW IF QT4=2,3> Yes, have asked the real estate agent SINGLE
9
2. <SHOW IF QT4=1,3> Yes, have asked the landlord RESPONSE
3. <SHOW IF QT4=3> Yes, have asked both the landlord and real estate agent
4. No, I haven’t – but would if I wanted to
5. No, I haven’t – and doubt I would
ENERGY BILLS, USAGE AND AWARENESS
QT10. How often do you receive your electricity bill?
IF YOU HAVE A PAYMENT ARRANGMENT: How often does your main bill arrive from the electricity company?
SINGLE RESPONSE
1. Monthly 2. Bi-monthly / every 2 months 3. Quarterly / every 3 months 4. Other (specify) ___ 99. Don’t know
QT11. How much was your most recent electricity bill?
Your best estimate is fine. CATI <IF RESPONDENT SAYS THEY HAVE A PAYMENT ARRANGMENT>: How often does your main electricity bill arrive from the electricity?
NUMERIC RESPONSE. ALLOW FOUR DIGITS. TEXT BOX PREFIXED WITH $. ONLINE: INCLUDE RADIO BUTTON FOR OPTION 99 CATI: DO NOT READ OUT OPTIONS 98 OR 99 IF RESPONDENT ANSWERS 2, DIVIDE RESPONSE BY 2 TO PRE-FILL “PER MONTH” METRIC IN DATAFILE IF RESPONDENT ANSWERS 3, DIVIDE RESPONSE BY 3 TO PRE-FILL “PER MONTH” METRIC IN DATAFILE
$_ _ _ _ _ _ 99. Don’t know 98. Refused
QT12. Does your home currently have mains connected natural gas (not bottled gas)?
SINGLE RESPONSE
1. Yes 2. No 99. Don’t know
IF QT12=1 (Yes)
QT13. How often do you receive your gas bill?
CATI <IF RESPONDENT SAYS THEY HAVE A PAYMENT ARRANGMENT>: How often does your main bill arrive from the gas company?
1. Monthly 2. Bi-monthly / every 2 months 3. Quarterly / every 3 months 4. Other (specify) ___
10
SINGLE RESPONSE
99. Don’t know
IF QT12=1 (Yes)
QT14. How much was your most recent gas bill?
Your best estimate is fine.
NUMERIC RESPONSE. ALLOW FOUR DIGITS. TEXT BOX PREFIXED WITH $. ONLINE: INCLUDE RADIO BUTTON FOR OPTION 99 CATI: DO NOT READ OUT OPTIONS 98 OR 99 IF RESPONDENT ANSWERS 2, DIVIDE RESPONSE BY 2 TO PRE-FILL “PER MONTH” METRIC IN DATAFILE IF RESPONDENT ANSWERS 3, DIVIDE RESPONSE BY 3 TO PRE-FILL “PER MONTH” METRIC IN DATAFILE
$_ _ _ _ _ _ 99. Don’t know 98. Refused
QT15 Roughly speaking, how much electricity <IF QT12=1 (Have piped gas) “and gas”> do you think your household uses… CATI READ OUT
5. A great deal
SINGLE RESPONSE
4. A fair bit
3. A moderate amount
2. Not that much
1. Hardly any
QT16 How informed do you feel about how to minimise your household’s energy use and bills, while maintaining a comfortable living environment? CATI: Please use a 0 to 10 scale, where a 0 means ‘I don’t feel informed at all’ and a 10 means ‘I feel completely informed’.
Not informed
at all
Completely
informed
SINGLE RESPONSE
0 AND 10
TO BE LABELLED
ONLY
0 1 2 3 4 5 6 7 8 9 10
11
QT17 How empowered do you feel to minimise your energy use and bills, specifically through the physical aspects of your home and types of appliances there (rather than behaviours such as switching off lights)? CATI: Please use a 0 to 10 scale, where a 0 means ‘Not empowered at all’ and a 10 means ‘Completely empowered’.
Not empowered
at all
Completely
empowered
SINGLE RESPONSE
0 AND 10
TO BE LABELLED
ONLY
0 1 2 3 4 5 6 7 8 9 10
QT18 What makes you give that rating of <INSERT SCORE FROM QT17> out of 10 for empowerment?” ONLINE: Please be as detailed as possible in your response CATI CLARIFY VAGUE RESPONSES AND PROBE: What else make you feel that way? OPEN
ENDED
LARGE TEXT BOX
ENERGY – EFFICIENCY, BEHAVIOURS AND FEATURES
QT19 Which of the following are present in your property? CATI READ OUT
Pres
ent
Not
pre
sent
Don’
t kno
w
1. LED light bulbs 1 2 3
SINGLE RESPONSE FOR EACH OPTION
2. Compact fluorescent (CFL) light bulbs 1 2 3 3. Halogen or incandescent lights 1 2 3 4. Water efficient showerheads (3-stars
or more) 1 2 3
5. Ceiling insulation 1 2 3 6. Fitted draught proofing around doors
and windows 1 2 3
7. <IF QT12=1> Gas heater with minimum 4 energy stars 1 2 3
8. Reverse cycle split system air conditioner (both heating & cooling) with minimum 4 energy stars (fixed)
1 2 3
12
9. <IF QT12=1> Gas hot water heating system with minimum 5 energy stars 1 2 3
10. External window shading (awnings, external blinds) 1 2 3
12. Thick or ‘block-out’ curtains 1 2 3 13. Other fixed electrical appliances (e.g.
dishwashers, dryers) with minimum 4 energy stars
1 2 3
14. Electricity or gas boosted solar hot water system 1 2 3
15. Heat pump water heater 1 2 3 16. Rooftop solar PV panels (for generating
electricity) 1 2 3
IF QT19≠7 AND QT19≠8
QT20 ONLINE: How do you heat your home? CATI: Which of the following do you use to heat your home? READ OUT
1. Electric panel heaters/attached to the wall
RANDOMISE OPTIONS
KEEP 8 & 9 AT BOTTOM
OF LIST
MULTIPLE RESPONSE,
EXCEPT OPTION 9
2. Portable electric heaters
3. Gas ducted heating system
4. Gas panel heaters/attached to the wall
5. Wood-burning stove/fireplace
7. Reverse cycle split system air conditioner (both heating & cooling) with less than 4 energy stars (fixed)
8. Other (please specify)
9. I have no heating system/don’t use heating appliances
IF QT19≠8
QT21 ONLINE: How do you cool your home? CATI: Which of the following do you use to cool your home? READ OUT
1. Portable electric fans RANDOMISE
OPTIONS KEEP 6 & 7 AT BOTTOM OF
LIST
MULTIPLE RESPONSE,
EXCEPT OPTION 7
2. Portable air conditioner
3. Evaporative cooling
4. Reverse cycle split system air conditioner (both heating & cooling) with less than 4 energy stars (fixed)
5. Ceiling fans
6. Other (please specify)
7. I have no cooling system in the property/don’t use cooling ‘appliances’
13
FOR THOSE WHO HAVE ONE OR MORE ITEMS NOT INSTALLED AT THE PROPERTY OR DK (IF QT19=2,3) – LISTING ONLY ITEMS NOT INSTALLED
QT22 And how appealing is the idea of each of the following being installed in your rental property? CATI: Please use a scale where a 0 means ‘Not at all appealing’ and 10 means ‘Extremely appealing’.
Not
at a
ll ap
peal
ing
Extr
emel
y ap
peal
ing
Not
App
licab
le
1. LED light bulbs 0 10 98
SINGLE RESPONSE FOR EACH OPTION
RANDOMI
SE OPTIONS
4. Water efficient showerheads (3-stars or more) 0 10 98
5. Ceiling insulation 0 10 98 6. Fitted draught proofing around doors
and windows 0 10 98
7. <IF QT12=1> Gas heater with minimum 4 energy stars 0 10 98
8. Reverse cycle split system air conditioner (both heating & cooling) with minimum 4 energy stars (fixed)
0 10 98
9. <IF QT12=1> Gas hot water heating system with minimum 5 energy stars 0 10 98
12. Thick or ‘block-out’ curtains 0 10 98 13. Other fixed electrical appliances (e.g.
dishwashers, dryers) with minimum 4 energy stars
0 10 98
15. Heat pump water heater 0 10 98 ASK IF ANY ITEMS RATED 5 OR BELOW IN QT22
QT23 ONLINE: What makes the idea of having the following items at your property unappealing or only of limited appeal (i.e. that you rated 5 or below)? INSERT BULLET POINT LIST OF ITEMS RATED 5 OR BELOW IN QT22
CATI: You rated the idea of having one or more of those items at your property unappealing or only of limited appeal (i.e. 5 or below) – what makes you feel that way? CLARIFY VAGUE RESPONSES AND PROBE: What else make you feel that way? OPEN ENDED
LARGE TEXT BOX
FOR THOSE WHO HAVE ONE OR MORE ITEMS NOT INSTALLED AT THE PROPERTY OR DK (IF QT19=2,3) – LISTING ONLY ITEMS NOT INSTALLED – AND THEY FOUND IT AT LEAST SOMEWHAT APPEALING (A RATING OF 6 OR MORE AT QT22).
14
QT24 Thinking about the things you said were at least somewhat appealing, have you ever researched them or asked your landlord or real estate agent about having them at your current property? CATI READ OUT
Rese
arch
ed
your
self
Aske
d la
ndlo
rd
/ rea
l est
ate
agen
t
Nei
ther
1. LED light bulbs 1 2 3
ALLOW 1 AND 2 FOR EACH ITEM, OR 3.
RANDO
MISE ITEMS
4. Water efficient showerheads (3-stars or more) 1 2 3
5. Ceiling insulation 1 2 3 6. Fitted draught proofing around doors
and windows 1 2 3
7. <IF QT12=1> Gas heater with minimum 4 energy stars 1 2 3
8. Reverse cycle split system air conditioner (both heating & cooling) with minimum 4 energy stars (fixed)
1 2 3
9. <IF QT12=1> Gas hot water heating system with minimum 5 energy stars 1 2 3
12. Thick or ‘block-out’ curtains 1 2 3 13. Other fixed electrical appliances (e.g.
dishwashers, dryers) with minimum 4 energy stars
1 2 3
15. Heat pump water heater 1 2 3 IF ANY FEATURES ENQUIRED ABOUT AT QT24 (QT24=2 all together)
QT25 What are the reasons you have asked about the following, but it is / they are not installed? Please select all that apply
• <INSERT BULLET POINT LIST OF ITEM NAMES WHERE CODE 2 WAS SELECTED IN PREVIOUS QT24>
CATI CODE RESPONSES TO BEST FIT What other reasons are there? RECORD 90 AND ADD COMMENTS
1. The landlord/agent said I could if I paid for it
RANDOMISE OPTIONS EXCEPT
LAST ITEM
MULTIPLE RESPONSE
2. Not a priority/not worth it for the landlord
3. Landlord/agent said it was too difficult to install
4. Landlord/agent said it wouldn’t make a difference to energy use/bills
5. Landlord/real estate agent said it was too expensive
6. I’m still waiting to hear/it’s ongoing
7. Landlord/agent would only do it if I paid more rent
15
8. It wasn’t physically possible to install in the property
9. Landlord/agent declined, but no reason given
90. Other reasons (Please specify)
ASK FOR ANY ITEMS RATED 6 OR MORE ON APPEAL (QT22) AND NOT RESEARCHED OR ASKED LANDLORD ABOUT IN QT24 (IE CODES 1 OR 2 NOT SELECTED)
QT26 ONLINE: You indicated the following were at least somewhat appealing, but you haven’t researched them and/or asked your landlord or real estate agent about them – why is that? Select all that apply.
• <INSERT BULLET POINT LIST OF ITEMS RATED 6 OR MORE FOR APPEAL, BUT HAD NOT ASKED LANDLORD / AGENT ABOUT THEM - CODE 3 SELECTED IN QT24>
CATI: You indicated one or more items that were at least somewhat appealing to you, but you haven’t researched them and/or asked your landlord or real estate agent about them – why is that? PROBE. Any other reasons? RECORD BEST FIT ONLY IF NECESSARY, SAY WHAT THE ITEMS WERE:
• <INSERT BULLET POINT LIST OF ITEMS RATED 6 OR MORE FOR APPEAL, BUT HAD NOT ASKED LANDLORD / AGENT ABOUT THEM – CODE 3 SELECTED IN QT24>
1. Assumed I couldn’t afford it/them
RANDOMISE OPTIONS EXCEPT
LAST ITEM
MULTIPLE RESPONSE
2. Assumed that the landlord/agent would say no
3. I didn’t want to ask the landlord/agent
4. Don’t think Body Corporate would allow it
5. Not physically possible to install here
6. Didn’t think there was enough benefit for the time/effort/cost involved
7. Too hard
8. Haven’t got around to it
90. Other reasons (Please specify)
QT27 How interested would you be to get information and advice about how to improve the ‘energy efficiency’ of your rental property (i.e. how to minimise the amount of energy your home uses while maintaining a comfortable environment)? CATI: Please give your answer using a 0 to 10 scale, where a 0 means ‘Not at all interested’ and 10 means ‘Extremely interested’.
Not at all
interested
Extremely
interested
SINGLE RESPONSE
16
0 1 2 3 4 5 6 7 8 9 10
0 AND 10 TO BE
LABELLED ONLY
FOR THOSE WHO HAVE ONE OR MORE ITEMS NOT INSTALLED AT THE PROPERTY OR DK (IF QT19=2,3) – LISTING ONLY ITEMS NOT INSTALLED. ONLINE RESPONDENTS ONLY. FEATURES AS PER QT22
ONLINE: For each of the following items, please indicate whether, within the next 6-12 months: 1. you would be willing to pay for the purchase and installation 2. you think your landlord would be willing to pay if you were to ask for this 3. you would be willing to share the payment with your landlord, or 4. neither you nor your landlord would be willing to pay.
Please consider this in terms of the indicative information provided and assume that:
• the item is applicable, relevant or physically possible to install at your property • you are allowed to install the items • the items are readily available at the approximate prices stated • the estimated energy bill savings could actually be achieved.
Each feature has:
• a brief description and example photo/s • estimated costs to purchase and install • estimated energy bill savings (NB: compared to less energy efficient options)
INFORMATION INCLUDED IN FEATURES LIST. EACH TO BE SHOWN ONE PER SCREEN, WITH FEATURES RANDOMISED.
QT28 SINGLE RESPONSE FOR EACH FEATURE SHOWN
1. I would be willing to pay for the purchase and installation 2. I think my landlord would be willing to pay if I asked for it 3. I would be willing to share the payment with my landlord 4. Neither myself, nor my landlord would be willing to pay
ASK ALL RESPONDENTS
QT29 What sorts of things do you think would need to happen to prompt, help or inspire you and/or your landlord to buy and install things to help make your home more ‘energy efficient’, such as those included in this survey? Please be as detailed as possible in your response. CATI: CLARIFY VAGUE RESPONSES AND PROBE: What else? OPEN ENDED
LARGE TEXT BOX
QT30 ONLINE: When it comes to getting information about improving the energy efficiency of your rental property, who would you prefer to get this from? Select all that apply.
17
CATI: When it comes to getting information about improving the energy efficiency of your rental property, who would you prefer to get this information from? RECORD BEST FIT (DO NO READ OUT). Is there any other information source you would like to receive such information from? RECORD 90 AND ADD COMMENTS
1. Your landlord
MULTIPLE RESPONSE
RANDOMISE
OPTIONS
SINGLE RESPONSE
IF 98.
2. Real Estate Agent or property manager
3. The State or Federal Government
4. Your local council
5. Your energy provider/retailer
6. Independent organisations (e.g. CSIRO)
7. The media
8. Hardware/appliance retailers
9. Tradespeople
90. Other (Please specify)
98. None of these
QT31 To what extent do you agree or disagree with the following statements? CATI: For each of the following, do you ‘Strongly disagree’, ‘Somewhat disagree’, ‘Neither agree, nor disagree’, ‘Somewhat agree’, or ‘Strongly agree’ CATI REPEAT LIST IF NECESSARY
Stro
ngly
disa
gree
Slig
htly
disa
gree
Nei
ther
disa
gree
, nor
ag
ree
Slig
htly
agr
ee
Stro
ngly
agr
ee
1. I find it hard to pay my regular bills and cover day-to-day expenses
1 2 3 4 5 SINGLE
RESPONSE FOR EACH OPTION
RANDOMI
SE OPTIONS
ALLOW DON’T KNOW
2. I am concerned about climate change and the environment 1 2 3 4 5
3. Making energy efficiency upgrades lowers household energy bills
1 2 3 4 5
5.
The savings on energy bills from energy efficiency upgrades is not worth the cost of making the upgrades
1 2 3 4 5
18
6. It is easier to maintain a comfortable temperature in an energy efficient home
1 2 3 4 5
DEMOGRAPHICS
We just have some final questions about you and your household, which are for analysis purposes only.
Please be assured that your responses will be treated in complete confidence. This is a confidential survey and none of your responses will be linked to you in any way.
DM1 ONLINE: Please indicate your gender CATI: Record Gender DO NOT READ OUT
1. Male SINGLE RESPONSE
CHECK
QUOTAS
2. Female
3. Other
91. Prefer not to say
ASK IF LIVING WITH OTHERS (ST6=3,4,5 or 90)
DM2 A) Including yourself, how many people live in your household who are aged 18 years or over? B) And how many people aged under 18 years live in your household?
A _ _ aged 18 or over ALLOW TWO DIGIT
RESPONSE.
DO NOT ALLOW 0 FOR
TOTAL NUMBER OF PEOPLE IN
HOUSEHOLD.
PRE-FILL FOR SINGLE AND
COUPLE HOUSEHOLDS
(ST6=1,2)
B _ _ aged under 18 years
C SHOW AUTOSUM A + B _ _ = total number of people in your household
DM3 Are you currently…? CATI READ OUT
1. Working full time MULTIPLE RESPONSE 2. Working part time
19
3. Working casually
4. Retired
5. Self-employed
6. Unemployed
7. Full time student
8. Homemaker
90. Other
DM4 Which of the following applies to you, or your household? CATI: Please say yes or no after each one.
Yes
No
Pref
er n
ot
to sa
y
1. You identify as Aboriginal or Torres Strait Islander 1 2 98
SINGLE RESPONSE FOR EACH OPTION
RANDOMI
SE
(CATI: DO NOT READ
OUT OPTION
98. Prefer not to say)
2. You prefer to speak a language other than English at home or with close family members
1 2 98
3. You receive a government rebate or concession on your energy bills (i.e. because you have a health care card)
1 2 98
4.
You have a special payment arrangement with your energy company due to financial difficulty (e.g. weekly, fortnightly or monthly instalments)
1 2 98
5. Someone in your household needs the home to be kept at a constant temperature for health reasons
1 2 98
6. You find it difficult to maintain a comfortable temperature in your home on very hot days
1 2 98
7. You find it difficult to maintain a comfortable temperature in your home on very cold days
1 2 98
DM5 And in the last couple of years, have you ever…? CATI: Please say yes or no after each one.
Yes
No
Pref
er n
ot
to sa
y
20
1.
Chosen not to use electric or gas heating on cold days because you couldn’t afford it
1 2 98
SINGLE RESPONSE FOR EACH
ITEM
2.
Chosen not to use air conditioning or other cooling systems on very hot days because you couldn’t afford it
1 2 98
3. Received a disconnection warning from your electricity or gas company 1 2 98
4. <ASK IF DM5/3=1> Had your electricity or gas disconnected by your energy company
1 2 98
CLOSING Thank you for participating in this important study, which was conducted on behalf of the Victorian Department of the Environment, Land, Water and Planning. We really appreciate your time and contribution. CATI That is all of my questions. Just to remind you, my name is <INSERT INTERVIEWER NAME> from <INSERT SUPPLIER>. Could I please have your first name so that we can re-contact you if necessary as part of our quality control to validate that this interview actually took place? RECORD And can I confirm that I have dialed <INSERT PHONE NUMBER>? Please be assured that your name and contact details will be removed from your responses to this survey once the validation period is finished. As mentioned earlier, this study is being conducted on behalf of the Victorian Government (specifically the Victorian Department of Environment, Land, Water & Planning) and the results will be used to better understand energy efficiency in rental properties. IF NECESSARY: Just to remind you, your responses in this survey will be kept completely confidential and will be used only for market research purposes. As a market research company, we comply with the requirements of the Privacy Act. By law, your responses will in no way be linked with your customer account details. Should you need to contact us again please call us on <NFS TO INSERT CONTACT NUMBER> Thank you again for your time.
1
NGR 1708010 Online Community Guide – Landlords
NGR 1708010 Landlords FINAL Online Community Discussion Guide
24 November 2017
INTERNAL USE ONLY – SUMMARY OF TOPICS AND ACTIVITIES Day 1
1. Welcome and housekeeping 2. [Activity 1] Introductions 3. [Activity 2] Experience as a landlord
a. overall rating question b. emotions c. experience in Victoria and issues they have d. describe the ideal tenant and how their tenants compare
4. [Activity 3] Choosing their home vs choosing their rental property - what they look for and how (if at all) this is different
5. [Activity 4] What is important to tenants - what they see and what property managers tell them 6. [Activity 5] Pricing the property
a. unprompted question about factors landlords consider when pricing their property/ies b. perceived importance of property features when pricing - card sorting exercise with factors we have found
from our research 7. [Activity 6] Appliance emergencies Part 1 – process 8. [Activity 7] How often energy matters come up from tenants
Day 2
1. [Activity 1] How informed they are on own usage – rating question a. How informed they are on their rental's usage - rating question and why, if at all, it was different
2. [Activity 2] Energy efficiency feelings and definition… a. feelings about “energy efficiency” in general, and in relation to their rentals b. unprompted definition c. prompted definition reactions d. How financially worthwhile it is to make energy efficiency upgrades to rentals
3. [Activity 3] Projective exercise: Think, feel, say, do - tenant asks for help to make changes 4. [Activity 4] Barriers to properties becoming more energy efficient 5. [Activity 5] Appliance emergencies Part 2 - how replacements are chosen 6. [Activity 6] Energy efficiency items - matrix response 7. [Activity 7] Responses to more information (feature posters) - mark up exercise and which they would consider
installing 8. [Activity 8] Pricing an energy efficient property 9. [Activity 9] Information sources and final suggestions
a. if they wanted more energy efficiency info what would they expect, from where and what would they trust b. final suggestions for what would encourage them to make EE improvements
Landing Page
PROGRAMMING: Co-brand with Newgate and Victorian Government logos
2
NGR 1708010 Online Community Guide – Landlords
Hello [name] and welcome to the online community!
A big thank you for participating. Newgate Research is running this important research study to understand your views on issues to do with being a landlord. The session is being run on behalf of the Victorian Government.
This two-day online community will include around 25 landlords from across Victoria. This means you are effectively speaking for people like you. If you have a certain view then it is likely that others do too, so please be open and honest in telling us what you really think.
Any information you share in the discussions will remain strictly anonymous – you can read more about your privacy below. And even if you accidentally share something, you can retract it (or we can do this for you).
Before we kick off, it’s really important that you read the ‘housekeeping’ information below so you know what to expect.
How it works:
• We’ll email you in the morning with new discussion topics. You just need to work your way through each day’s discussion topics, which should take you only around 30 to 40 minutes a day to complete, but if you’d like to spend more time on it that would be great.
• You’ll need to log in at least twice a day: once to complete your answers and then later on to:
a) see if we’ve asked you questions about your responses so we can really understand your views, needs and ideas; and
b) respond to what others in the community have said.
• You’ll be able to see other people’s responses to the questions once you’ve answered them yourself – this is to let us know what you think first without being influenced by what others have to say.
• And remember, we need you to participate in all activities on both days to receive your $120 thank you payment.
Making the most of the community:
For everyone to get the best out of this experience, please do chat with each other and comment on each other’s posts. We’ve deliberately invited a mix of different people from across Victoria, so we’re expecting a range of opinions. As we can’t see you face-to-face or observe any nodding heads, writing your responses to other people’s posts and ‘liking’ their posts will help us to get a sense whether others agree with certain points that have been said or whether there are different views.
And remember: there are no right or wrong answers here. No idea is a bad idea, or too big or small! We value all your ideas and comments.
Who to contact:
If you have any questions, please don’t hesitate to contact your facilitators Cat and Alexis via this platform. If you have any technical difficulties, please email [email protected].
Your privacy:
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NGR 1708010 Online Community Guide – Landlords
It is important to remember that this forum is being conducted confidentially. This means your comments are effectively anonymous as we do not give our clients the full names of the people participating. A few people from the project team in the Victorian Government may log in from time to time to see how the conversation is progressing but they will not be able to see any of your personal details such as your full name, or anything else that you do not share on this platform.
Newgate Research is bound by strict privacy rules within the Codes of Practice of the Australian Social and Market Research Society (AMSRS). To view our privacy statement, go to http://www.newgatecomms.com.au/research/newgate-research-privacy-policy/
DAY 1
Day 1, Activity 1 - Introductions
‘INTRODUCE YOURSELF’ QUESTION #1
To start off, please briefly introduce yourself to the group by sharing the following things in the box below:
1. A bit about yourself personally (e.g. work, interests, whether you live with anyone else, what part of Victoria you live in, how long you’ve lived there)
2. A bit about you as a landlord e.g.: a. For how long have you been a landlord? b. How many rental properties do you own? c. What type of rental property/ies do you own – e.g. a house, townhouse/terrace, apartment, bungalow
etc.? Where are they (suburbs/towns)? Are they in the same area where you live? d. What sort of modifications or improvements have you made to the property/ies, if anything? e. Do you deal directly with the tenants or use a property management / real estate agency service? If
the latter, have you ever met the tenants who are living in your property/ies? f. As well as being a landlord, are you currently, or have you ever been, a tenant?
3. Do you actually describe yourself as a landlord, or do you use a different term such as investor?
[RESPONSE BOX]
Day 1, Activity 2 – Your experience as a landlord ‘QUICK POLL’ QUESTION #1a Let’s start with a quick question: How would you describe how you feel about being a landlord in Victoria right now? Please click on your response below.
♦ Very positive ♦ Somewhat positive ♦ Neither positive nor negative ♦ Somewhat negative ♦ Very negative
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NGR 1708010 Online Community Guide – Landlords
NEW SCREEN: ‘QUICK POLL’ QUESTION #1b
Looking at your experience in a slightly different way, please drop a marker onto the face that is closest to how you feel about being a landlord at the moment.
‘YOUR EXPERIENCE’ QUESTION #2 Please outline the reasons you feel that way about being a landlord in Victoria right now.
What is it like? What are the things you think about most, or that you talk about with family and friends? What’s keeping you up at night? What are you most proud of as a landlord? And for those of you who have been a landlord for a longer period of time, how has your experience changed over that time?
[RESPONSE BOX] ‘WHAT DO YOU LOOK FOR IN A TENANT?’ QUESTION #3 How would you describe the ideal tenant? What are the sorts of things you look for when making a choice about who you would like to live in your rental property/ies? [RESPONSE BOX] Thinking about the tenants you have had in your rental property/ies (now and in the past), how closely do they fit with your description of an ideal tenant, or how far off have they been? [RESPONSE BOX]
Day 1, Activity 3 – Part A: Choosing an investment property, Part B: Choosing the home you live in
Note to Reader: We believe that there may be a key behavioural distinction in their process in choosing a home for themselves versus choosing their investment property, and hence we are proposing to explore it by directing half of the participants to share their process for selecting their own property first and half to share their process for selecting their rental property first.
5
NGR 1708010 Online Community Guide – Landlords
PROGRAMMING: Direct half of the participants to complete Part A then Part B and the other half to complete Part B then Part A. This will be done randomly. [PROMPT PAGE] To help us better understand your perspectives, we’re interested in how you make decisions about the home you choose to live in, compared with choosing rental properties to invest in... [Part A] ‘CHOOSING THE HOME YOU LIVE IN’ Please share as much detail as possible how you chose the home you now live in (i.e. not your rental property) e.g.:
a. What sort of factors were there in your criteria? b. What sorts of features did you look out for in the property itself? And particular items? c. What sorts of questions did you ask the real estate agent / seller? d. What stood out to you and ultimately made you choose your home over other properties? e. How do you feel about your choice? f. Was it what you expected? Were there any surprises?
[RESPONSE BOX] [Part B] ‘CHOOSING AN INVESTMENT PROPERTY’ Please share as much detail as possible how you chose your investment property. If you own more than one property, think about the one you purchased most recently.
a. Is the rental property one that you bought, or did you acquire it some other way? Do you own it outright or are you paying it off?
b. Have you lived there before and/or do you intend to live in it again? If you’ve lived there before, what made you move out? If you’re going to move back, when? Please share a bit about this.
c. For those of you who bought your properties (rather than acquiring them in some other way): o What sort of factors were there in your criteria? o What sorts of features did you look out for at the property?
d. What sorts of questions did you ask the real estate agent? e. What stood out to you and ultimately made you choose this property over other properties? f. How do you feel about your choice? g. Was it what you expected? Were there any surprises?
[RESPONSE BOX]
Day 1, Activity 4 – What’s important to tenants?
‘WHAT’S IMPORTANT TO TENANTS?’ QUESTION #1
Let’s take a moment to think about things from a tenant’s perspective. In your view and experience, what’s important to tenants when they are choosing a rental property?
• What sorts of factors do tenants have in their criteria when looking for a property? What features do they look out for, and what particular ‘items’ do they want to see in the home?
6
NGR 1708010 Online Community Guide – Landlords
• What sorts of questions do prospective tenants ask about the properties? • What are the factors you think influence their final decision to apply for or choose a property?
[RESPONSE BOX] If you use Property Managers – what sorts of questions do they come to you with? Either on behalf of the tenants, or advice they might have for you about making the property more attractive to tenants or setting/increasing the rental price? If you don’t use property managers, please put N/A in the box.
[RESPONSE BOX]
Investments in your properties:
a. What sorts of investments or changes have you made at your property/ies, if anything – appreciating that some properties don’t need anything done to them, to make them more attractive to potential tenants?
b. What sorts of investments or changes have you made at your property/ies, if anything, to make them more attractive or comfortable for existing tenants?
c. What are the benefits to you in making such changes or investments in your property/ies? Please list these in order from biggest to smallest benefits.
[RESPONSE BOX]
Day 1, Activity 5 – Pricing of rental properties
‘PRICING A RENTAL PROPERTY’ QUESTION #1
Please tell us a bit about how you decide on the rental price for your property/properties. What factors related to the property do you take into consideration when thinking about how to set the price? How would you describe the process of setting your rental prices? For those of you who used a Property Manager, what sort of involvement did they have in the pricing process?
[RESPONSE BOX]
‘PROPERTY FEATURES’ CARD SORTING EXERCISE, QUESTION #2
[Include list of features mentioned by Tenants and Property Managers (including some energy efficiency options) plus opportunity for landlords to add any more into an open-ended box]
We want to know what sorts of features are taken into consideration when rental properties are priced and how important each feature is in relation to the rental price. Below is a list of some of the features that others have mentioned and we want you to tell us how important they are to you...
For this activity, simply drag and drop each feature into one of the categories below. [NB: Categories to be randomised.]
1. High impact on rental price
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NGR 1708010 Online Community Guide – Landlords
2. Medium impact on rental price
3. Low / no impact on rental price
• Size of property
• Size of rooms
• Size of outdoor space
• Being in a quiet street/area
• Whether it has a lock up garage
• Natural light
• Large amount of storage (such as cupboards)
• Gas cooking
• Age of the building
• General condition of the property (e.g. how well maintained it is)
• Condition of carpets (if present)
• Central / ducted heating
• Single room heating e.g. gas heater
• Gas water heating
• Proximity to public transport
• Window air-conditioner (sits in a window)
• Reverse cycle / split system air-conditioner
• Pets allowed
• Modern appliances
• Solar panels
• New kitchen
• New bathroom
• Number of bedrooms
• Number of bathrooms
• Insulation (e.g. ceiling insulation and/or double glazing on windows)
• Internet connectivity
• Proximity to shops/schools
• How long you intend the lease to be
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NGR 1708010 Online Community Guide – Landlords
Is there anything missing from this list that you consider to be very important when it comes to pricing a rental property?
[RESPONSE BOX]
To help us understand your responses, thinking about the items you’ve assigned into each of the low / medium / high impact on price categories, please outline what sort of dollar amounts you were thinking about for each category – especially how much ‘high impact’ items could affect rental prices, and how much ‘medium impact’ items could affect the price.
[RESPONSE BOX] Day 1, Activity 6 – Appliance Emergencies Part 1 ‘APPLIANCE EMERGENCIES: REPLACEMENT PROCESS’ In your rental property/properties, what happens if an appliance needs to be replaced? For example, if a water heater bursts, or a heating or cooling system fails and can’t be repaired. Who is involved in this process and at what point? What input do the various parties have: the tenant, property manager (if you have one), tradesperson, yourself?
[OPEN RESPONSE BOX] Day 1, Activity 7 – Energy and your investment property How often, if at all, does anything specifically in relation to energy come up regarding your rental property / properties? This might be things you’ve talked about with your property manager or directly with your tenants – for example around infrastructure, appliances, making changes at the property or costs, or it could be things you’ve initiated. [RESPONSE BOX]
Please share a bit more about your experiences related to energy at your rental property/ies – e.g.:
• What sort of questions have people asked? (And who asked?) • What sort of response have you had? • Have you made any changes as a result? • Is there a particular type of tenant (or property manager) that asks these questions? Why do you think it tends to
come up? Do these sorts of issues get asked more about certain types of property? Or at certain times of the year?
• Has this changed over time – e.g. become more / less important? Have the types of questions changed? Why do you think that is?
[RESPONSE BOX]
Closing for Day 1
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NGR 1708010 Online Community Guide – Landlords
Thank you so much for your participation and responses so far! We really hope you’ve enjoyed the experience – and please remember to log back later to check out what others have been saying – feel free to give them a ‘like’ to show you agree, and post comments in response to theirs. Also, please check if we’ve posted any follow-up questions for you – we’re curious folk so we probably will! And of course, do remember to log back in tomorrow to complete the remaining activities. We’ll send you an email in the morning about the topics we have in store for you on Day 2.
DAY 2 Welcome back [name]! We hope you enjoyed yesterday and have managed to spend some time chatting with your fellow community members. Today we’re going to focus on matters relating to energy and your investment property/ies.
Day 2, Activity 1 – Knowledge and awareness of energy usage
‘ENERGY USAGE IN YOUR HOME’ QUICK POLL QUESTION #1
To start off, how informed would you say you are about energy usage in the home you live in? For example, how good an understanding do you have of where your energy usage is coming from, and how you could reduce the associated costs, if you wanted to?
Using the 0 to 10 scale below, a 0 means ‘I don’t feel informed at all’ and a 10 means ‘I feel completely informed’.
[SCALE ON SCREEN]
What made you give that rating?
[PROMPT BOX – OPEN RESPONSE]
‘ENERGY USAGE IN YOUR RENTAL PROPERTY’ QUICK POLL QUESTION #2
How about in your rental property/properties, how informed would you say you are about the energy usage in those homes, and the ways in which energy use could potentially be reduced in them?
Using the 0 to 10 scale again, where a 0 means ‘I don’t feel informed at all’ and a 10 means ‘I feel completely informed’.
[SCALE ON SCREEN]
What made you give that rating? Was this different to the rating you gave for the home you live in? If so, tell us more about that.
[PROMPT BOX – OPEN RESPONSE]
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NGR 1708010 Online Community Guide – Landlords
Day 2, Activity 2 – “Energy efficiency” feelings and definitions
‘ENERGY EFFICIENCY’ QUESTION #1 [FEELINGS]
1a) When you hear the term ‘energy efficiency’, how does it make you feel? Please place a blue marker on the face which most closely fits with how you feel about the term ‘energy efficiency’ in general.
1b) And what about if you think about ‘energy efficiency’ specifically in relation to your rental property/ies, how does that make you feel? Please place a purple marker on the face which most closely fits with how you feel about the term ‘energy efficiency’ in relation to your rentals. You may choose the same face or a different one from above
1c) Feel free to add any comments here about what made you choose those emoticons.
[OPTIONAL OPEN RESPONSE BOX]
‘ENERGY EFFICIENCY’ QUESTION #2 [UNPROMPTED DEFINITION]
Completely off the top of your head, what does “energy efficiency” mean to you? Please outline the specific things that, in your mind, come under the banner of energy efficiency. Please note this is not a test! If you don’t know much (or anything) about the term, please say so – that’s completely fine – we’re just interested in understanding what it means to you.
[OPEN RESPONSE BOX]
NEW PAGE
‘ENERGY EFFICIENCY’ QUESTION #3 [PROMPTED WITH DEFINITION]
When we use the term ‘energy efficiency’, we mean doing or installing things that use less energy to achieve the same outcome (e.g. a comfortable temperature in winter or summer).
Thinking about this definition, how informed do you feel when it comes to energy efficiency-related characteristics or features in your rental property/properties?
Again, this is on a 0 to 10 scale where 0 means ‘I don’t feel informed at all’ and 10 means ‘I feel completely informed’.
[SCALE ON SCREEN]
‘ENERGY EFFICIENCY’ QUESTION #4 - QUICK POLL
And how financially worthwhile do you think it is for you to make energy efficient upgrades to your rental property/properties, where a 0 is ‘not at all worthwhile’ and 10 is ‘completely worthwhile’?
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NGR 1708010 Online Community Guide – Landlords
[SCALE ON SCREEN]
What made you give that rating? What makes you feel that way?
[OPEN RESPONSE BOX]
Day 2, Activity 3 – “Energy efficient” rental properties – think, feel, say, do
‘MAKING ENERGY-RELATED CHANGES TO THE PROPERTY – THINK, FEEL, SAY, DO’ QUESTION #1
INCLUDE DIAGRAM ADAPTED FROM WORKSHEET #2 FOCUS GROUP ACTIVITY
Now we’d like you to imagine that a tenant is approaching their landlord with a request related to energy efficiency at their rental property. You can see what the tenant is saying on the left.
What about the landlord – how do they respond? Can you fill in the blanks? What is the landlord saying in response? What are they thinking? How are they feeling? What action would they take, if any?
[RESPONSES REQUIRED FOR EACH BOX – THINK, FEEL, SAY AND DO]
Day 2, Activity 4 – Barriers to energy efficient rental properties
‘IMPROVING ENERGY EFFICIENCY IN RENTAL PROPERTIES’ QUESTION #1
What or who do you think is hindering or stopping rental properties from becoming more energy efficient, if anything? What would be the biggest barriers and what are the ones you think would be the easiest to overcome? We are also interested in any examples you might have from your own experience.
[OPEN RESPONSE BOX]
Day 2, Activity 5 – Appliance Emergency Procedure
‘APPLIANCE EMERGENCIES: CHOOSING A REPLACEMENT’
What sort of things do you take into consideration when replacing an appliance at your rental property/properties? For example: the cost, whether it is the same make and model as the last one (i.e. a like-for-like replacement), the visual look of the appliance (e.g. size, shape, colour), the energy star rating, availability of the new appliance, how quickly it can be installed, time to source and install? What’s important, and what are you unlikely to factor into your decision?
[OPEN RESPONSE BOX]
Day 2, Activity 6 – Improving the energy efficiency of properties
‘ENERGY EFFICIENT ITEMS’ QUESTION #1
[POLL MATRIX QUESTION]
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NGR 1708010 Online Community Guide – Landlords
Below are some items that can contribute to energy efficiency in a home. We’d like to know which of these are present in your rental property/ies. If you own more than one property, just to make it easier, please think about the oldest property you own.
[QUESTION TO BE SET UP IN GRID FORM WITH THE FOLLOWING RESPONSE OPTIONS FOR EACH ITEM: ‘I INSTALLED THIS’ / ‘TENANT INSTALLED THIS’ / ‘PROPERTY MANAGER INSTALLED IT’ / ‘CAME WITH THE PROPERTY’ / ‘NOT PRESENT AT THE PROPERTY’ / ‘I DON’T KNOW IF IT IS IN THE PROPERTY’/ ‘I DON’T KNOW WHAT THIS IS’]
o LED light globes
o Low-flow showerheads
o Ceiling insulation
o Draught proofing (e.g. seals under doors and around windows)
o High star-rated heating
o Heater with a zoned system (that is, heating and cooling of individual rooms or areas of a house rather than heating/cooling the whole home at once)
o High star rated reverse cycle / split system air conditioning
o High star-rated hot water heating
o External shading on windows (blinds)
o Tinting on windows (film)
o ‘Blackout’ blinds or curtains
o Whitegoods (such as dishwashers or washing machines) with high star ratings
Please outline your thoughts about this exercise, the list overall, and any items in the list that stood out to you. [OPTIONAL OPEN RESPONSE BOX] If you have installed any energy efficient items in the property, what motivated you to do that? [OPEN RESPONSE BOX] Day 2, Activity 7 – Responses to more information ‘MORE INFORMATION’ QUESTION #1 SHOW 7 POSTERS – [IMAGE MARK UP EXERCISE] We have provided some more information on some of these items and how they can increase energy efficiency, upfront costs and savings over time. We’d like you to mark up these fact sheets with your thoughts using pins.
• A green pin is for anything you find appealing • A red pin for anything you find unappealing • A blue pin for anything that surprises you.
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NGR 1708010 Online Community Guide – Landlords
• An orange pin for anything that confuses you or you don’t understand.
Small boxes will also appear so you can explain why you have pinpointed the different aspects. There are six items here, so please have a quick flick through and then mark up at least three that catch your interest in particular – for whatever reason. Of course, you are very welcome to mark up elements on all six items. ‘APPEAL AND LIKELIHOOD TO INSTALL’ QUESTION #2 After reading this information, how likely are you to consider installing any of these items in your rental property/properties? Which one/s appeal to you and why? Any you definitely would install? Any that don’t appeal, or that you definitely wouldn’t install? And what are your reasons for that? [OPEN RESPONSE BOX] Day 2, Activity 8 – Pricing an energy efficient property ‘PRICING YOUR ENERGY EFFICIENT PROPERTY’ QUESTION #1 If you had a rental property that was very energy efficient, and included some of the items we have been discussing:
• How do you think prospective tenants would respond to the rental property? • Do you think having these items would affect the way you price or market/advertise your property at all? • In what way/s? • Why?
[OPEN RESPONSE BOX] Day 2, Activity 9 – Information needs and final suggestions ‘INFORMATION SOURCES’ QUESTION #1
If you wanted to get more information on energy efficiency or ‘energy improvements’, such as the items we’ve been discussing, what would you want and where would you expect to find this? Are there any sources you would trust more or less than others?
[OPEN RESPONSE BOX]
‘YOUR SUGGESTIONS’ QUESTION #2
Finally, reflecting on everything we’ve discussed over the last couple of days, and anything else that comes to mind, what sorts of suggestions do you have that would help, prompt, support or encourage yourself or other landlords to improve the energy efficiency of properties? This could include information, standards, discounts or rebates or anything else at all.
[OPEN RESPONSE BOX]
Are there any final comments you would like to make about the topics in this forum or about the forum itself?
[OPEN RESPONSE BOX]
Closing
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NGR 1708010 Online Community Guide – Landlords
[PROMPT SCREEN]
Thank you so much everyone for your participation and considered responses over the past 2 days. We hope you’ve enjoyed the experience as much as we have.
We’ll leave the forums open over the next couple of days in case you think of anything else or would like to keep talking – it will close tomorrow (Thursday) at midnight.
Thanks again!
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NGR 1708010 Energy Efficiency in Rentals Focus Group Guide - Tenants
NGR 1708010 Tenants
FINAL Focus Group Discussion Guide
15 November 2017
This discussion guide is designed to assist the facilitators in exploring and understanding tenants’ knowledge, awareness, attitudes and behaviours regarding energy efficiency in rental properties. The questions are provided as a guide only, and may not all be covered or covered in the exact format and order in this guide. Additional probing questions will be asked as required, as time permits, and participants may also raise additional topics for discussion. Accompanying this document are some information sheets and worksheets.
Introduction (15 mins)
• Welcome everyone and thank you for coming along tonight! I work for Newgate Research – an independent market and social research firm. [Introduce note-taker]
• Today we’re going to be talking about important issues that can affect people like you. The research is being conducted on behalf of the Victorian Government, and it’s all about particular aspects of living in a rental property in Victoria. [Explain/Introduce client observers.] We asked you to bring along a recent energy bill, so thanks if you managed to do that – that is just one part of the discussion so please put it to one side for now.
• We are running a number of these group discussions, and we always make sure we include the views of a mix of people of different ages and who are at different stages in their lives. So we’re keen to hear from each and every one of you – don’t hold back. There’s a few things we want you to keep in mind:
o No right or wrong answers; not looking for experts; if you don’t know something, that’s completely fine too – just tell me.
o We don’t need you to agree. Speak up if you have a different view.
o Speak one at a time so everyone can hear and have a chance to respond.
o We’re here for about 2 hours and have a lot to get through: please don’t be offended if we have to move the conversation on at certain points.
• Everything you say is strictly confidential; we don’t identify you in any way in our reports. Newgate Research operates under very strict privacy laws. If there is something that you’re not comfortable discussing at any point, just let me know.
• Point out recording devices and reassure recording stays with Newgate.
• Mobiles off, toilets and exits. Please also help yourself to the food/drinks!
• Participant introductions around the table, questions written on board: Tell us a little about yourself…
o What you do during the day;
o Who else lives in your household, if anyone;
o What sort of house is it? An apartment / townhouse / recently built or older style?
o Your rental arrangement – do you deal with a property manager or directly with the landlord (or possibly both)? How often do you interact with them, if at all? For what sorts of reasons?
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NGR 1708010 Energy Efficiency in Rentals Focus Group Guide - Tenants
o How long you’ve lived there and how long you expect or hope to stay there; and
o How long you have rented across your whole adult life.
Choosing a Rental Property (20 mins)
Note to reader: When it comes to choosing a property, tenants may consider a number of factors, including energy costs (especially in the current climate and with prices having risen recently). For those that are concerned about energy costs, they may not know how to predict energy costs at a property and may not have much information available to them about how to do so. Behavioural Economics indicates that, as long as this information is unavailable or hard to find, it will not be considered as ‘important’ as known decision-making criteria, and in this case, would likely be subsumed under ‘cost’ (i.e. rental price). When it comes to any kind of itemised search (for books, online dating, apartments), we privilege the information that is put in front of us – and even with concern about energy costs, probably would prioritise the readily available information at the top of the list.
To understand the ‘known criteria’, the discussion starts with a general conversation about factors influencing the selection of a rental property and then – to understand potentially more hidden/invisible criteria – prompts tenants with some current rental property listings. We note that the listings on the major property websites tend not to include information about energy efficiency and as such, we are proposing to adjust some of these listings to include energy information in various formats. This enables us to gauge whether when people do have information, they view it as important (and whether they even notice it). Their responses may indicate this is a latent or potentially strong factor in decision making when such information is made available.
• What’s important: I’m interested in understanding what’s important to you when looking for and choosing a rental property. Imagine you’re looking for a new place to rent now – some of you might already be doing that ... have a think about what your “criteria” would be; please take a minute to write down the factors you would take into consideration or things you would be looking for in a property.
o Participants to spend a minute jotting down factors on their personal notepad before discussing as a group... [Moderator to note down each factor on individual A5 cards]
o [NB: To ground responses] What about if we think back to when you were looking around for your current rental property, what were the things that you weighed up and took into consideration? What influenced your decision? What sort of questions did you have for the landlord / property manager / current tenants...? Probe on how helpful property managers were.
Facilitator to note whether different/new items were mentioned in the first questions and explore the reasons – e.g. why might someone have had a consideration in the past but didn’t mention it in their consideration set for the hypothetical question or vice versa. Listen (but don’t prompt) for whether this might be due to any policy changes.
o Just thinking about reasons for moving to a new house for a moment, for those of you who have moved from another rental property in the past (or are thinking about moving at the moment), what prompted you to make a move?
o And do you have different criteria that are important to you now versus last time you chose a rental property, perhaps with the benefit of hindsight and a bit more ‘experience’ in renting?
o [Moderator to observe if and when anything related to energy (efficiency) comes up e.g. bills, comfort, heating / cooling, insulation. NB: listen to participant language, do not use the term ‘energy efficiency’ unless participants do – adopt and reflect participant terminology instead.]
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NGR 1708010 Energy Efficiency in Rentals Focus Group Guide - Tenants
o Once all factors listed on A5 cards, ask participants to create a hierarchy from most to least important, outline their rationale and note any differences between participants. Leave in place.
• Review of rental listings: I have a few examples of rental property listings from various websites and I’m interested to see if they bring up any other factors in your consideration you haven’t mentioned.
[Moderator to hand out 6 different example listings (some with ‘dummy’ energy related extras) – each participant to have their own set to review and highlight anything that stands out to them.]
o What information catches your eye? [Moderator to note any new factors on cards.]
o Does anything on these listings change your view or jog your memory about particularly important aspects of your decision-making process? This could be likes, dislikes etc.
o Let’s revisit the hierarchy you came up with earlier – is there anything you would like to change or add? [Add any new items to new A5 cards and explore where they fit in the hierarchy.]
• [TIME PERMITTING] Buying a property: What about looking for a property to buy? Is anyone actively doing that at the moment? [If so, briefly explore if there is any difference in the decision-making criteria when looking to buy vs rent, and touch on the reasons for these differences.]
Where do energy considerations fit in? (15 mins)
Note to reader: At this point we become more explicit about our topic of interest. We explore this through different lenses, including social influence and normative cues which we know have strong effects on behaviour.
[If not already mentioned] Energy related factors: Some people have also mentioned energy-related factors…
This might include infrastructure, appliances, making changes at the property, behaviour of use, bill amounts and how easy the property is to heat and cool.
Looking at each of these factors in turn…
• Is this something you have ever considered when looking at a rental property? What’s your reason for that? If not, why was it not a factor you considered?
• How did you or how would you go about finding information about this? What have you done, or would you enquire about?
• Where does it sit in this ‘hierarchy’ we’ve created? How important is it for you within the decision-making process?
[Or, if already mentioned] Energy related factors: I’d like to focus a bit more on this area.
• Is this something you have considered when looking at a rental property? What’s your reason for that?
• For those of you who hadn’t thought about energy-related factors, why do you think it was not a factor you considered?
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NGR 1708010 Energy Efficiency in Rentals Focus Group Guide - Tenants
• How did you or how would you go about finding information about this? Who would / did you ask? What have you or would you ask about in this regard?
Ask all:
• Do you think energy is a common thing people consider when looking into rental properties? Why?
• Is it something you have heard or seen people talking about?
• Do you know people who have investigated or made decisions about a rental property on this basis? Do you know why they did so and what the outcome was?
• Do you think some people are more interested in this than others? Who? Why?
[Moderator to note whether energy is a topic that crossed participants’ minds at the ‘point of purchase (i.e. point of lease)’… And if not, is it something they’re even aware of at all? If so, when it does come onto their radar during the rental process? What’s the trigger / cue?]
Current understanding of energy costs (15 mins)
OK let’s take a step back and talk about your energy knowledge. First of all, I’d like you to fill out this worksheet on your own and then we’ll have a discussion as a group. [Hand out Worksheet 1: Informed and Empowered]
Knowledge of units and usage (asked for context):
• Please put your hand up if you know what the standard unit of measurement is for electricity – say for your daily average usage. [Take a count.]
• And keep your hand up if you know roughly how many of those units you use per day, on average. It’s totally fine if you don’t know. [Take a count. Briefly check what people thought the unit of measurement was and average daily usage if anyone knows. Repeat for gas.]
Now, please bring out your energy bills. [Take note of whether they are electricity and/or gas bills.]
• Bill interactions: How many of you actually look at your bill, and in what depth?
• Bill size: Firstly, do you think your bill would be high, medium or low, compared to other people of a similar household size?
o Briefly explore any switching behaviours
• Energy use: What about your energy use? Do you think that is that high, medium or low compared to other people with a similar number of people living in their household?
o Ask participants to look at their bill and write the amount of energy they use on their worksheet, and their total bill amounts. Do for both electricity and gas if they have both.
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NGR 1708010 Energy Efficiency in Rentals Focus Group Guide - Tenants
o Is energy usage something you’re conscious of? Are there times when you’re more conscious of it? Do you not think about it at all, or do you try to keep energy usage down? If so, how?
• Understanding: Looking at that first question on the worksheet, how much do you know about where in your home your energy usage costs are coming from?
o And how good an understanding do you have of the steps you could take to reduce your usage if you wanted to? Or by how much you could reduce it if you were able to?
o Moderator to draw ‘stacked bar chart’ on flipchart: If this bar represents your total energy usage, how much of it do you think comes from space heating and cooling, water heating, lighting, white goods, entertainment including computers and TVs, other appliances? (Group exercise but seek to understand any differences.)
• Empowerment: And now let’s look at the second question, which might be slightly different – how able do you feel to reduce usage, if you wanted to? What makes you feel that way? [Are they looking at this through the lens of limiting use, changing behaviour and/or changing features?]
• Ways to reduce: Thinking about energy usage in your home, do you think there are ways it could be reduced? If we have three options – could not reduce it at all, could reduce it a little, could reduce it a lot – which one are you? Get a show of hands for each option.
o For those who could reduce it: how would you do it? What has stopped you? o For those who say they could not reduce it: what makes you feel that way?
• Ask all: What sorts of things might help you to reduce your household’s energy use? Have you ever taken any action to reduce your energy bills and, if so what did you do?
• Pricing: Moderator to show listing (previously shown) with 8-star and also same listing with 5-star rating and explore expected price difference.
Knowledge, awareness and attitudes towards energy-efficient features - unprompted (25 mins)
Note to reader: In this and the next section, we move into a more detailed discussion about features – by understanding their existing knowledge and awareness, and what (if anything) within the discussion changes this, as well as their expectation of roles, we will understand the sorts of cues which could be leveraged to encourage upgrades/changes. We begin with an unprompted discussion of awareness, knowledge and appeal, before prompting them with actual feature information.
Please note that the moderator will not go through every single question in these sections, but will adjust the line of questioning depending on what has already been mentioned, and the level of awareness and knowledge (if there is hardly any, we will spend less time on the first section and more time on the prompted features).
Energy usage to date: We’ve talked a bit about energy usage at your rental property…
• Have you ever discussed these topics – e.g. infrastructure, appliances, making changes at the property, behaviour of use, bill amounts and how easy the property is to heat and cool – with your landlord /property manager? If so, what did you discuss? Who raised it? Prompt on how helpful/receptive they found the property manager or landlord to be, outcomes etc.
o Have you wanted to discuss this sort of thing but not done so? Explore reasons.
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NGR 1708010 Energy Efficiency in Rentals Focus Group Guide - Tenants
• Have you ever made any upgrades to your current rental property to reduce your energy usage and/or increase your level of comfort at home? Or have you ever requested that the landlord do so? Have you done this in any previous rental properties you’ve lived at?
o If so, moderator to understand the specific trigger, feature/change made, process, and outcome (if installed, did it make a difference, and what sort?).
o If not, why not? Moderator to explore reasoning without too much prompting (e.g. is it something they have never considered, or felt was too much effort / not worthwhile, or did not think was possible?
• Roles and expectations: Who do you think is responsible for making these sorts of changes? Is it landlords or tenants or both? Or does it vary and if so how?
o Are you aware of any forms of support or Government programs you or the landlord could access to assist?
[Hand out Worksheet 2: ‘Think Feel Say Do’ projective activity. Give participants a few minutes to fill in what they think the tenant and landlord would be thinking, feeling, saying to each other and doing if the tenant wanted to make changes to help reduce energy usage at the property. Discuss briefly if time permits.]
• Options available to tenants: If someone living in a rental property wanted to reduce their energy usage whilst maintaining or improving the comfort (warmth or coolness) of the property in this way, what are their options? What could they do? [Moderator to write suggestions on A5 cards. For each option mentioned, moderator to understand levels of awareness and knowledge in the group, plus information gaps or what questions they have…]
o Who has heard of this or seen it before, specifically in a rental property?
o Who has this at their property, or has considered it?
o What do you know about it, or want to know – do you have any burning questions?
o What do you think are the benefits [listen for those mentioned beyond cost or comfort]?
o How effective do you think it is in achieving these benefits?
o How much do you think it might cost upfront, and how much could it reduce your energy use and costs in your home?
o What do you think would need to happen to get it installed?
o Do you think it would be worthwhile, thinking about how long you intend to stay in your current rental and any other relevant considerations?
• Options available to landlords: What about for landlords? What sorts of things could your landlord install or change at the property to reduce the energy usage there, that we haven’t listed here as things tenants could do? [Moderator note: If so, group cards in separate column on the table and understand what the distinction is between ‘tenant upgrades’ and ‘landlord upgrades’.]
• Prompted features and behaviours: Now I have a list of things that could be done to reduce energy usage, and I want to see if there are any that we haven’t already covered…
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NGR 1708010 Energy Efficiency in Rentals Focus Group Guide - Tenants
o On A5 cards:
o LED light globes
o Low-flow showerheads
o Ceiling insulation
o Draught proofing (e.g. doors, windows)
o High star-rated heating
o Reverse cycle air conditioning
o High star-rated water heating (for showers, taps, washing etc.)
o Fit external shading on windows
o Thicker curtains
o Replace appliances with higher star rating model
o ‘Zoning’ of rooms and spaces for heating/cooling
o For each one, moderator to listen for responses and explore as above, if not already covered…
• Features mapping [Time permitting we can ask participants to map these on a number of dimensions including…]
o Looking at all these different features and options, what would you like to have if you could, and why?
o And which do you think would be most worthwhile to install / have installed in the short term (if you were only planning to stay at the property for another, say, 6 months)? Worthwhile in what way?
o And which would be most worthwhile if you were planning to stay for a longer time – say, two years? Explore reasons.
o Which do you think would be the easiest for the landlord to install at a property, and which would be the hardest? Explore reasons. What about for you as the tenant – is there anything you could just install yourself (legally)?
o Which do you see as being the landlord’s responsibility and which would be the tenant’s responsibility?
• Language: [If this has not already come up spontaneously] Just out of interest, I’d like you to each write down on your notepads what you would call these types of options or features (on the set of cards), if you were talking about them to a friend or family member?
o What does the term “energy efficiency” mean to you? How would you define it? What does it encompass? Any of these things? Any that you wouldn’t think to be a part of ‘energy efficiency’? Is it a term you use / would use? [Time permitting, explore the extent to which it includes behaviours vs. infrastructure] Is it a good/bad term for these things? What makes you say that?
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NGR 1708010 Energy Efficiency in Rentals Focus Group Guide - Tenants
o Moderator to use participant terminology for energy efficiency for remainder of session – see highlighted text below
• Information sources: Where would you go to find out more information about these sorts of features? (Moderator to understand if this varies by feature)
o Has anyone looked for, or received, information about any of these already? If so, where did you look for information? How easy was it to find, and how helpful?
Knowledge, awareness and attitudes towards energy-efficient features – prompted (20 mins)
[Moderator to introduce selected features on A3 posters. Each poster to include a brief description and picture, upfront costs (or at minimum indicative cost range), average / likely payback and timeframe (with disclaimer), how much it could reduce energy usage, any other benefits (stated factually)].
[If pressed for time, moderator to hand out posters and participants to discuss which ones appealed most / least to them and the reasons.]
Moderator to explore for each poster/ energy efficiency feature:
• What do you think of this? Anything surprising / interesting / appealing / lacking in credibility? • What information stands out to you as most important or compelling? • Has it raised any questions for you? Is there anything you would like to know more about? • Is it making you think differently about the feature i.e. changing level of appeal, perceived efficacy? • Would it change the way you view a rental property, if it had this feature? How? • How interested would you be in doing / having / installing this at your current property? Why? (Explore
motivations / barriers) • How willing would you be to pay for this at the indicative price range – and on what basis (Explore
options and suggestions e.g. if they paid / if the landlord paid / if their rent went up slightly but their energy bills reduced, etc…)
• Once all features explored: Overall, which of the features or combination of features do you think would be most effective at your current rental property?
o And what would be most realistic – are there any you might actually consider installing? What would need to happen for you to actually do this?
o Are there any you think the landlord might install? Why/why not? Is there anything you think you could say or do to encourage them, based on what you have seen so far?
• Roles and expectations: Moderator to return to responsibility question asked earlier and ascertain if there are any differences in views about roles and responsibilities now that they’ve seen the features.
o Appliance emergencies: What about if something breaks down, like your hot water heater or an appliance that came with the property, like an inbuilt fridge or dishwasher… Who has experienced this? What is the process there? Is it just a ‘like-for-like’ replacement or can something else be requested? Explore roles of landlord / property manager / tradesperson / tenant in this scenario.
9
NGR 1708010 Energy Efficiency in Rentals Focus Group Guide - Tenants
• Revisit Worksheet 2: Looking back at the say, feel, think and do exercise, does anything we’ve discussed since doing that change what you wrote down? How? What specifically changed your view?
• [TIME PERMITTING] Average energy usage per household: We also talked earlier about how much of our energy usage comes from which features and appliances… Here’s a recent average breakdown in Victoria – what do we think about this? Explore if and how this changes their views on anything so far
In summary (20 mins)
• Barriers: For those of you who are interested in taking up some/more of these features, what are the reasons why you haven’t done so already (tools, appliances, behaviours)?
• Motivators: What are the main things that would encourage improved “energy efficiency” in rental properties such as yours? Moderator to allow unprompted feedback, then prompt in terms of:
o Audiences: tenants, landlords and property managers; and o Methods: communication/information, law reforms, or any other practical ways to overcome
barriers.
• Solutions: Would it be helpful if: - Renters received more information about the potential running costs of a home (if so, how should this
be provided?) - Renters / landlords / tradespeople received more information about how much appliances cost to run
(e.g. when replacing an appliance) - Rental homes were given an energy rating, a bit like new homes? (i.e. like this idea of a Residential
Efficiency Score Card in this listing example we showed earlier?) - Any other ideas?
• Information sources: Where would you go to get information about the sorts of things we’ve been discussing this evening? Which sources of information do/would you trust the most? And the least?
• Role of Government: If the Victorian Government wanted to encourage greater ‘energy efficiency’ in rental properties, do you have any suggestions as to what they could do?
One final question – I’m going to go around the room and I want to understand from each of you, what is the most important learning you will take away from today’s discussion?
Thank group, hand out incentives.
1
DELWP Energy Efficiency in Rental Property Research NGR 1708010 Landlords Questionnaire Online/CATI (15mins)
Final Version 29th January 2018
Quotas Participants will be accessed through the Residential Tenancies Bond Authority database (landlords without a property manager) and through random selection via online panel and CATI (landlords with a property manager).
n=400
LANDLORDS WITH A PROPERTY MANAGER SELF-MANAGING LANDLORDS
50% (n=200)
Maximum margin of error (95% confidence interval) = +/-6.9%
50% (n=200)
Maximum margin of error (95% confidence interval) = +/-6.9%
Quotas set for optimum data accuracy levels. Final data set to be weighted to actual population proportions.
METRO REGIONAL
75% (n=300) 25% (n=100)
Introduction (CATI) Good morning / afternoon, my name is [SAY NAME] and I’m calling on behalf of National Field Services, the market research company. IF FROM RTBA DATABASE & INDIVIDUAL PERSON’S NAME PROVIDED May I please speak with [Insert full customer name from RTBA database]? IF FROM RTBA DATABASE & COMPANY NAME ONLY (NO INDIVIDUAL PERSON’S NAME) May I please speak with the person responsible for the financial decision making and management of rental properties at [Insert company name from RTBA database]? SAY TO ALL We’re conducting an important survey on behalf of the Victorian Government and Newgate Research, to understand the views and experiences of private landlords (IF NECESSARY: who own residential property that is available for rent in Victoria). IF FROM RTBA DATABASE For the purposes of this confidential research, your contact details were provided to us by the Residential Tenancies Bond Authority, which holds all Victorian residential tenancy bonds and the details of those who have lodged them. The RTBA is legally authorised to disclose information for use in research, compiling statistics and public education. SAY TO ALL
2
Can I just check you are 18 or over and own a property that is available for rent? If yes, continue. This survey is for research purposes only; we are not selling anything. It should take about 15 minutes depending on your responses. Are you happy to go ahead? IF YES, PROCEED. IF NO, SEEK AN APPOINTMENT TIME TO CALL BACK. SAY ONLY IF NECESSARY: Your responses will be treated in complete confidence and none of your responses will be ever linked back to you in any way. We are conducting the survey with a random sample of people across Victoria, in accordance with the Privacy Act, which means your responses must be kept strictly confidential. IF NECESSARY: If you wish to confirm the security of, and our authorisation to use, your contact details, I can give you a contact within the Victorian Government. Would you like that?
IF YES: You can contact <DELWP CONTACT DETAILS WERE SUPPLIED HERE> SAY TO ALL: During the course of this interview, my supervisor may listen in to check the quality of my work. Introduction (ONLINE – RTBA DATABASE ONLY) <RTBA SAMPLE> EMAIL INTRODUCTION TOPIC: HAVE YOUR SAY ON BEING A LANDLORD IN VICTORIA Dear [INSERT NAME] We are conducting a survey on behalf of the Victorian Government, to seek the views and experiences of residential landlords in Victoria. It should take you about 10 minutes to complete, depending on your responses. Your contact details were provided by the Residential Tenancies Bond Authority, which holds all Victorian residential tenancy bonds and the details of those who have lodged them. The RTBA is legally authorised to disclose information for use in research, compiling statistics and public education. Your responses will be treated in complete confidence, and none of your responses will be linked to you in any way. We are conducting the survey with a random sample of landlords from across Victoria, in accordance with the Privacy Act. If you have any technical issues, or need assistance during the survey, please contact <NFS TO INSERT>. If you wish to check the validity of this survey you may call <DELWP CONTACT DETAILS WERE SUPPLIED HERE>. We do hope that you can take the time to participate in this important survey. Best regards, National Field Services (on behalf of Newgate Research and the Victorian Government) ONCE CLICKED ON LINK: Thank you for your interest in the survey. As mentioned, it should take around 10 minutes to complete.
3
Use your mouse to 'click' the relevant circles or boxes and mark your selections. Some questions require you to type your answers in the space provided. Please remember:
• When you have completed all questions on the screen, click the ‘>>’ button to proceed to the next page.
• None of the responses you give will be directly linked to you as an individual. They are used for statistical purposes only.
• To see the privacy statement, click the link at the bottom of the screen. • To begin the survey, click on the ‘>>’ button below. • If you need to return to the survey later, click the ‘>>’ button and close the webpage. The
next time you click on the invite link, it will automatically take you back to the question you were up to.
SCREENING / QUALIFIER QUESTIONS
CATI: I just have a few questions about you to make sure we are speaking with a good mix of people for this survey. ONLINE: Firstly, a few questions to check if you qualify for this survey…
SL1 Firstly, do you or does anyone in your immediate family work in any of the following? CATI READ OUT
1. Market or social research <CLOSE> ASK ALL 2. Advertising or the media <CLOSE>
3. The Victorian Government <CONTINUE>
97. Neither of these
SL2 ONLINE: Which age bracket are you in? CATI: And which of the following age ranges do you fall into? Firstly, are you under or over 45? READ OUT
1. Under 18 <CLOSE>
SINGLE RESPONSE
2. 18 to 24
3. 25 to 34
4. 35 to 44
5. 45 to 54
6. 55 to 64
7. 65 to 74
8. 75 or over
4
SL3 How many residential rental properties do you own in total – including those with tenants living in them, and any others which are available for rent?
1. None <CLOSE>
SINGLE RESPONSE
2. One
3. 2 to 5
4. 6 to 10
5. 11 to 50
6. More than 50
IF OWN ONE RENTAL PROPERTY SL3=2
SL4 Which of the following best describes how the rental property you own is managed specifically on a day-to-day basis? CATI READ OUT 1-3,90
1. I manage the property myself and deal directly with the tenants
SINGLE RESPONSE
CHECK
QUOTAS
2. I employ a professional property manager/agent to manage the property and the tenants
3. I employ a professional property manager/agent to manage the property but have some interaction with the tenants
90. Other (please specify)
IF OWN MULTIPLE RENTAL PROPERTIES SL3=3-6
SL5 Do you use a property manager/agent to manage any of your rental properties on a day-to-day basis (and not just for initial tenant selection)? CATI: <IF “NO”, CODE 3>, <IF “YES”> Is that…
1. Yes, I use a property manager/agent for all my rental properties
SINGLE RESPONSE
CHECK QUOTAS
Code 1 – Use PM Codes 2 & 3 – Self-Managed
2. Yes, I use a property manager/agent for some of my rental properties
3. No, I manage all my properties myself
IF ONE RENTAL PROPERTY SL3=2
SL6 What is your postcode where your rental property is located?
_ _ _ _ ENTER POSTCODE
AUTOCODE LOCATION. METRO = 3000-3199 /REGIONAL = 3200+.
IF OUTSIDE OF VICTORIA (DOESN’T START WITH 3) OR DON’T KNOW
<CLOSE>
CHECK
QUOTAS
5
IF OWN MULTIPLE RENTAL PROPERTIES SL3=3-6 SL7 Where are your rental properties located?
CATI READ OUT
1. Greater Melbourne Area MULTIPLE RESPONSE
CHECK QUOTAS
CLOSE IF SL7≠1-3
2. Regional Victoria
3. Rural Victoria
4. Somewhere outside of Victoria <CLOSE>
IF ONE RENTAL PROPERTY SL3=2
SL8 Do any of the following statements apply to you and your rental property? CATI READ OUT
Yes No
1.
The property is my usual place of
residence, which I moved out of
temporarily and will be moving back
into within 6 months
1 2
SINGLE RESPONSE
CLOSE IF ANY SL8=1
2. I intend to sell the property in the
next 6 months 1 2
3. I intend to demolish the property in
the next 6 months 1 2
CLOSING SPIEL: Thank you for your time today. We have already surveyed enough people with your characteristics, so that is all of our questions. We hope you can participate in another survey in future. If you wish to contact us for any reason, please call <NFS TO INSERT CONTACT NUMBER>. RENTAL PROPERTY SPECIFICS
CATI: Thank you – you have qualified for the survey. Now for the main questions. First, I’m going to ask you some questions regarding your rental property. Online: Thank you – you have qualified for the survey. Now for the main questions.
IF SL7=2,3
QL1 What is the postcode of your rental property in (IF SL7=2 “Regional Victoria”, IF SL7=3 “Rural Victoria”, IF SL7=2&3 “Regional/Rural Victoria”)? If you have more than one rental property in this area, please consider the property you have owned for the longest.
6
_ _ _ _ ENTER POSTCODE
AUTOCODE LOCATION. METRO = 3000-3199 /REGIONAL = 3200+.
IF OUTSIDE OF VICTORIA (DOESN’T START WITH 3) OR DON’T KNOW
<CLOSE>
CHECK
QUOTAS
IF SL7≠2 OR 3
QL2 What is the postcode of your rental property in Greater Melbourne? If you have more than one rental property in Greater Melbourne, please consider the property you have owned for the longest.
_ _ _ _ ENTER POSTCODE
AUTOCODE LOCATION. METRO = 3000-3199 /REGIONAL = 3200+.
IF OUTSIDE OF VICTORIA (DOESN’T START WITH 3) OR DON’T KNOW
<CLOSE>
CHECK
QUOTAS
IF OWN MULTIPLE RENTAL PROPERTIES (IF SL3=3-6) For the following questions, please consider only the property at postcode <INSERT POSTCODE FROM QL1 OR QL2> that you have owned for the longest.
QL3 What is the approximate current market value of the rental property?
1. Under $300,000
SINGLE RESPONSE
2. $300,000 - $499,999
3. $500,000 - $699,999
4. $700,000 - $999,999
5. $1,000,000 - $1,499,999
6. $1,500,000 - $2,999,999
7. $3,000,000 and above
99. Don’t know
QL4 How long have the current tenants been living at the property?
1. Currently unoccupied / no tenants in the property
SINGLE RESPONSE
2. Less than a year
3. 1 to 2 years
4. 3 to 5 years
5. 6 to 9 years
6. 10 years or more
7
IF QL4=1
QL5 How long ago did you last have tenants at the property?
1. Never had tenants at the property <CLOSE>
SINGLE RESPONSE
2. Less than a month ago
3. 1 to 6 months ago
4. 6 months to 1 year ago
5. More than 1 year ago
99. Don’t know
IF NO CURRENT TENANTS (IF QL4=1) For the following questions, please consider the last tenants you had in the property.
QL6 What is the total rental amount for the property? Please enter either the weekly or monthly amount, whichever is easier. IF RESPONDENT ANSWERS “WEEKLY” AMOUNT, PLEASE MULTIPLY BY 4 TO PRE-FILL “PER MONTH” METRIC IN DATAFILE NUMERIC RESPONSE. ALLOW FOUR DIGITS. TEXT BOX PREFIXED WITH $. $ _ _ _ _ per week OR $ _ _ _ _ per month
QL7 Approximately when was the property built?
1. Before 1990
SINGLE RESPONSE
2. Between 1991 and 2004
3. 2005 or later
99. Don’t know
QL8 Which of the following best describes the property? CATI READ OUT
1. House
SINGLE RESPONSE
2. Townhouse
3. Unit
4. Flat or apartment
90. Other (please specify)
8
QL9 Does your home currently have mains connected natural gas (not bottled gas)?
1. Yes SINGLE
RESPONSE 2. No
99. Don’t know
QL10 Have you ever lived in this property yourself?
1. Yes SINGLE RESPONSE 2. No
IF SL5=2
QL11 Which of the following best describes how this rental property you own is managed specifically on a day-to-day basis?
1. I manage the property myself and deal directly with the tenants
SINGLE RESPONSE
2. I employ a professional property manager/agent to manage the property and the tenants
3. I employ a professional property manager/agent to manage the property but have some interaction with the tenants
90. Other (Please specify)
ASK IF DEAL WITH TENANTS SL4=1 OR 3 or QL11=1 OR 3 or SL5=3
QL12 How would you rate your relationship with the tenants at this property? CATI: Please give your answer using a 0 to 10 scale, where a 0 means ‘Very Poor’ and a 10 means ‘Excellent’.
Very poor Excellent SINGLE
RESPONSE
0 AND 10 TO BE
LABELLED ONLY
0 1 2 3 4 5 6 7 8 9 10
RENTAL PROPERTY MAINTENANCE IF USE PM SL4=2 OR 3 OR QL11=2 OR 3 or SL5=1
QL13 ONLINE: When it comes to urgent repairs at the property, how often do you leave the final decision to your property manager/agent about the works and choice of any replacement items?
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CATI Would you say the property manager/agent has the final decision…? READ OUT OPTIONS
1. All the time
SINGLE RESPONSE
2. Most of the time
3. Only sometimes
4. Rarely
5. Never
6. Hasn’t happened yet / not applicable
IF USE PM SL4=2 OR 3 OR QL11=2 OR 3 or SL5=1
QL14 Have you established a pre-approved spending limit for repairs or maintenance at the property, which your property manager/agent is able to use without your permission (whether for urgent or non-urgent works)?
1. Yes SINGLE
RESPONSE 2. No
99. Don’t know
IF QL14=1
QL15 And what type of repairs have you authorised the property manager/agent to make within this pre-approved spending limit? Is it… CATI READ OUT
1. Urgent repairs only SINGLE RESPONSE 2. Urgent and non-urgent repairs and upgrades
IF QL14=1
QL16 What amount is the pre-approved spending limit set at?
OPEN TEXT BOX
IF DON’T USE PM AT PROPERTY SL4=1 OR 90 OR QL11=1 OR 90 or SL5=3
QL17 Do you have either of the following set-up to help you manage your property? CATI READ OUT
1. Maintenance schedule MULTIPLE RESPONSE,
EXCEPT QL17=3
2. Plan for future upgrades
3. Neither of these
ENERGY USAGE AND AWARENESS
IF SINGLE PROPERTY AND NO CURRENT TENANTS (IF SL3=2 AND QL4=1). Now thinking about the energy use and bills at your rental property and still considering the last tenants you had in the property.
10
IF OWN MULTIPLE RENTAL PROPERTIES (IF SL3=3-6) Now thinking about the energy use and bills at your rental property, still thinking specifically about the rental property at postcode <INSERT POSTCODE FROM QL1 OR QL2> that you have had for the longest. <IF NO CURRENT TENANTS (IF QL4=1)> and the last tenants you had in the property. IF SINGLE PROPERTY WITH TENANTS (IF SL3=2 AND QL4=2 to 6) Now thinking about the energy use and bills at your rental property
QL18 How would you rate the energy efficiency of the rental property (i.e. in terms of the home itself, fixed features and any existing appliances that help minimise the amount of energy it takes to make the home comfortable to live in)? CATI: Please give your answer using a 0 to 10 scale, where a 0 means ‘Very low’ and a 10 means ‘Excellent’.
Very poor/low Excellent SINGLE
RESPONSE
0 AND 10 TO BE
LABELLED ONLY
0 1 2 3 4 5 6 7 8 9 10
QL19 How informed do you feel about how to minimise the energy use and bills, while maintaining a comfortable living environment for tenants at your rental property? CATI: Please give your answer using a 0 to 10 scale, where a 0 means ‘I don’t feel informed at all’ and a 10 means ‘I feel completely informed’.
Not informed at all Completely informed
SINGLE RESPONS
E
0 AND 10 TO BE
LABELLED ONLY
0 1 2 3 4 5 6 7 8 9 10
QL20 Have you (IF USE PM SL4=2 OR 3 OR QL11=2 OR 3 “, or your property manager/agent,”) ever received queries or complaints from tenants related to energy issues at the property (e.g. bill size or ease/difficulty of heating or cooling the property)? CATI READ OUT
1. Yes, more than once
2. Yes, once
11
3. No
SINGLE RESPONS
E
QL21 Are you aware of any government incentives to improve the energy efficiency of residential properties?
1. Yes (if yes please specify which ones) SINGLE RESPONSE
2. No
ENERGY – EFFICIENCY, BEHAVIOURS AND FEATURES
IF SINGLE PROPERTY AND NO CURRENT TENANTS (IF SL3=2 AND QL4=1). Still considering the last tenants you had in the property. IF OWN MULTIPLE RENTAL PROPERTIES (IF SL3=3-6) Still thinking specifically about the rental property at postcode <INSERT POSTCODE FROM QL1 OR QL2> that you have owned for the longest. <IF NO CURRENT TENANTS (IF QL4=1)> and considering the last tenants you had in the property.
QL22 Which of the following are present in the property? CATI READ OUT
Pres
ent
Not
pre
sent
Don’
t kno
w
1. LED light bulbs 1 2 3
SINGLE RESPONSE FOR EACH OPTION
RANDOMI
SE OPTIONS
2. Compact fluorescent (CFL) light bulbs 1 2 3 3. Halogen or incandescent lights 1 2 3 4. Water efficient showerheads (3-stars
or more) 1 2 3
5. Ceiling insulation 1 2 3 6. Fitted draught proofing around doors
and windows 1 2 3
7. <IF QL9=1> Gas heater with minimum 4 energy stars 1 2 3
8. Reverse cycle split system air conditioner (both heating & cooling) with minimum 4 energy stars (fixed)
1 2 3
9. <IF QL9=1> Gas hot water heating system with minimum 5 energy stars 1 2 3
10. External window shading (awnings, external blinds) 1 2 3
12. Thick or ‘block-out’ curtains 1 2 3 13. Other fixed electrical appliances (e.g.
dishwashers, dryers) with minimum 4 energy stars
1 2 3
12
14. Electricity or gas boosted solar hot water system 1 2 3
15. Heat pump water heater 1 2 3 16. Rooftop solar PV panels (for
generating electricity) 1 2 3
FOR THOSE WHO HAVE ONE OR MORE ITEMS NOT INSTALLED AT THE PROPERTY OR DK (IF QL22=2,3) – LISTING ONLY ITEMS NOT INSTALLED
QL23 And how appealing to you is the idea of each of the following being installed in your rental property? CATI: Please use a scale where a 0 means ‘Not at all appealing’ and 10 means ‘Extremely appealing’.
Not
at a
ll ap
peal
ing
Extr
emel
y ap
peal
ing
Not
App
licab
le
1. LED light bulbs 0 10 98
SINGLE RESPONSE FOR EACH OPTION
RANDOMI
SE OPTIONS
4. Water efficient showerheads (3-stars or more) 0 10 98
5. Ceiling insulation 0 10 98 6. Fitted draught proofing around doors
and windows 0 10 98
7. <IF QL9=1> Gas heater with minimum 4 energy stars 0 10 98
8. Reverse cycle split system air conditioner (both heating & cooling) with minimum 4 energy stars (fixed)
0 10 98
9. <IF QL9=1> Gas hot water heating system with minimum 5 energy stars 0 10 98
12. Thick or ‘block-out’ curtains 0 10 98 13. Other fixed electrical appliances (e.g.
dishwashers, dryers) with minimum 4 energy stars
0 10 98
15. Heat pump water heater 0 10 98 16. Rooftop solar PV panels (for
generating electricity) 0 10 98
ASK IF ANY ITEMS RATED 6 OR HIGHER IN QL23
QL24 ONLINE: What makes the idea of having the following items at your rental property appealing (i.e. that you rated 6 or above)? INSERT BULLET POINT LIST OF ITEMS RATED 6 OR ABOVE IN QL23
CATI: You rated the idea of having one or more of those items at your rental property appealing (i.e. 6 or above) – what makes you feel that way? CLARIFY VAGUE RESPONSES AND PROBE: What else make you feel that way? OPEN ENDED
13
LARGE TEXT BOX ASK IF ANY ITEMS RATED 5 OR BELOW IN QL23
QL25 ONLINE: What makes the idea of having the following items at your rental property unappealing or only of limited appeal (i.e. that you rated 5 or below)? INSERT BULLET POINT LIST OF ITEMS RATED 5 OR BELOW IN QL23
CATI: You rated the idea of having one or more of those items at your rental property unappealing or only of limited appeal (i.e. 5 or below) – what makes you feel that way? CLARIFY VAGUE RESPONSES AND PROBE: What else make you feel that way? OPEN ENDED
LARGE TEXT BOX
FOR THOSE FEATURES NOT PRESENT AT PROPERTY AT QL22=2
QL26 What are the reasons you don’t have the following at that property? Please select all that apply <INSERT BULLET POINT LIST OF ALL FROM QL22=2 (exclude QL22/2, QL22/3, QL22/10, QL22/14)> CATI READ OUT 1-9 Is there any other reason you can think of? RECORD 90 AND ADD COMMENTS
1. I couldn’t afford it
RANDOMISE OPTIONS
MULTIPLE RESPONSE
2. I didn’t think it was important to the tenants
3. I didn’t think there was enough benefit to me to warrant the time/effort/cost involved
4. Still deciding whether to do/approve this
5. It wasn’t feasible/too difficult to install in the property
6. Other priorities came up/just never got around to it
7. It wouldn’t add any value to the property
8. Plan to sell the property soon
9. Plan to demolish soon
90. Other (Please specify)
QL27 How interested would you be to get information and advice about how to improve the ‘energy efficiency’ at your rental property/ies (i.e. how to minimise the amount of energy it takes to maintain a comfortable living environment there)? CATI: Please give your answer using a 0 to 10 scale, where a 0 means ‘Not at all interested’ and 10 means ‘Extremely interested’.
14
Not at all interested Extremely interested SINGLE
RESPONSE
0 AND 10 TO BE
LABELLED ONLY
0 1 2 3 4 5 6 7 8 9 10
FOR THOSE WHO HAVE ONE OR MORE ITEMS NOT INSTALLED AT THE PROPERTY OR DK (IF QL22=2,3) – LISTING ONLY ITEMS NOT INSTALLED. ONLINE RESPONDENTS ONLY. FEATURES AS PER QL24
ONLINE: For each of the following items, please indicate whether, within the next 6-12 months: 1. you would be willing to pay for the purchase and installation in full 2. you think your tenants would be willing to share the payment if you were to ask them 3. you think your tenants would be willing to pay for this in full, or 4. neither you, nor your tenants would be willing to pay.
Please consider this in terms of the indicative information provided and assume that:
• the item is applicable, relevant or physically possible to install at your property • you are allowed to install the items • the items are readily available at the approximate prices stated • the estimated energy bill savings for tenants could actually be achieved.
Each feature has:
• a brief description and example photo/s • estimated costs to purchase and install • estimated energy bill savings (NB: compared to less energy efficient options)
INFORMATION INCLUDED IN FEATURES LIST. EACH TO BE SHOWN ONE PER SCREEN, WITH FEATURES RANDOMISED.
QL28 SINGLE RESPONSE FOR EACH FEATURE SHOWN
1. I would be willing to pay for the purchase and installation in full 2. I think my tenants would be willing to share the payment with me if I asked them 3. I think my tenants would pay for this in full 4. Neither I nor my tenants would be willing to pay
ONLINE ONLY ASK IF ANY OF THE FOLLOWING ITEMS WHERE QL28=1 (i.e. WILLING TO PAY FOR FEATURE AND INSTALLATION):
- Ceiling insulation - Gas heater system - Reverse cycle AC - Gas hot water system - Heat pump hot water heater - Rooftop solar PV panels
QL29 ONLINE: You indicated you would be willing to pay for the purchase and installation of the following at your rental property. INSERT BULLET POINT LIST OF SELECTED ITEMS WILLING TO PAY IN QL28
15
What, if anything, would you do differently in relation to the property and your tenants if you were to proceed with having these installed? OPEN ENDED
LARGE TEXT BOX
QL30 ONLINE: When it comes to getting information about improving the energy efficiency of your rental property, who would you prefer to get this from? Please select all that apply. CATI: When it comes to getting information about improving the energy efficiency of your rental property, who would you prefer to get this information from? RECORD BEST FIT (DO NO READ OUT). Is there any other information source you would like to receive such information from? RECORD 90 AND ADD COMMENTS
2. Real Estate Agent or Property Manager
MULTIPLE RESPONSE
SINGLE
RESPONSE IF 98.
3. The State or Federal Government
4. Your local council
5. Your energy provider/retailer
6. Independent organisations (e.g. CSIRO)
7. The media
8. Hardware/appliance retailers
9. Tradespeople
10. Other landlords
90. Other (Please specify)
98. None of these
QL31 To what extent do you agree or disagree with the following statements?
Stro
ngly
disa
gree
Som
ewha
t di
sagr
ee
Nei
ther
disa
gree
, no
r agr
ee
Som
ewha
t agr
ee
Stro
ngly
agr
ee
1. I am concerned about climate change and the environment 1 2 3 4 5 SINGLE
RESPONSE FOR EACH
OPTION
2. Making energy efficiency upgrades lowers household energy bills
1 2 3 4 5
3. Making energy efficiency upgrades represents a good 1 2 3 4 5
16
investment in my property/properties
RANDOMISE
OPTIONS
ALLOW DON’T KNOW
4.
Properties with low energy efficiency can have negative health impacts on the occupants 1 2 3 4 5
DEMOGRAPHICS
I just have some final questions about you, which are for analysis purposes only.
Please be assured that your responses will be treated in complete confidence. This is a confidential survey and none of your responses will be linked to you in any way.
DL1 Which of the following describes your current living situation?
1. I own, or pay a mortgage on the property I live in SINGLE
RESPONSE 2. I rent the property I live in
90. Other (please specify)
DL2 ONLINE: Please indicate your gender CATI: Record Gender DO NOT ASK
1. Male SINGLE RESPONSE
CHECK
QUOTAS
2. Female
3. Other
91. Prefer not to say
DL3 Are you currently…? CATI READ OUT
1. Working full time
MULTIPLE RESPONSE
2. Working part time
3. Working casually
4. Retired
5. Self-employed
6. Unemployed
7. Full time student
8. Homemaker
17
90. Other
DL4 Which of the following applies to you?
CATI: Please say yes or no after each one.
Yes
No
Pref
er n
ot
to sa
y
1. You identify as Aboriginal or Torres Strait Islander 1 2 98
SINGLE RESPONSE FOR EACH OPTION
RANDOMISE
(CATI: DO NOT READ
OUT OPTION
98. Prefer not to say)
2. You prefer to speak a language other than English at home or with close family members 1 2 98
3. You receive a government rebate or concession on your energy bills (i.e. because you have a health care card)
1 2 98
4.
You have a special payment arrangement with your gas and/or electricity provider due to financial difficulty (e.g. weekly, fortnightly or monthly instalments)
1 2 98
CLOSING Thank you for participating in this important study, which was conducted on behalf of the Victorian Department of the Environment, Land, Water and Planning. We really appreciate your time and contribution. CATI That is all of my questions. Just to remind you, my name is <INSERT INTERVIEWER NAME> from <INSERT SUPPLIER>. Could I please have your first name so that we can re-contact you if necessary as part of our quality control to validate that this interview actually took place? RECORD And can I confirm that I have dialed <INSERT PHONE NUMBER>? Please be assured that your name and contact details will be removed from your responses to this survey once the validation period is finished. As mentioned earlier, this study is being conducted on behalf of the Victorian Government (specifically the Victorian Department of Environment, Land, Water & Planning) and the results will be used to better understand energy efficiency in rental properties. IF NECESSARY: Just to remind you, your responses in this survey will be kept completely confidential and will be used only for market research purposes. As a market research company, we comply with the requirements of the Privacy Act. By law, your responses will in no way be linked with your customer account details. Should you need to contact us again please call us on <NFS TO INSERT CONTACT NUMBER> Thank you again for your time.
Item: LED light bulb About: Light Emitting Diode (LED) bulbs produce more light, less heat and can last 10 times longer than a standard bulb. Install yourself, just like a standard bulb, assuming for this example that the LED is compatible with the existing fittings and no changes to the fittings are needed.
Examples only
Indicative Costs Buy: $12 per bulb for light levels equivalent to a 75W incandescent bulb.
Estimated energy bill savings Annually: $18 per bulb Monthly equivalent: $1.50 per bulb
Cost estimation: Hardware retailer website Saving estimation (comparison between 75W incandescent and equivalent LED): http://www.sustainability.vic.gov.au/You-and-Your-Home/Save-energy/Lighting/Choose-the-right-LED-lighting
Item: Water efficient showerheads (3-stars or more) About: These showerheads reduce all water use, including hot water, so they also save energy. Water inefficient showerheads use 5-9 litres/minute compared to up to 18 litres/minute for inefficient showerheads.
Examples only
Indicative Costs Buy: $30 (DIY install) Buy and plumber install: $90 (includes labour) Or you could swap your old inefficient showerhead for a new 3-star water-efficient showerhead at your participating water retailer.
Estimated energy bill savings Annually: $100 per replaced showerhead Monthly equivalent: $8
Cost & Saving estimation: http://www.sustainability.vic.gov.au/-/media/SV/Publications/About-Us/Research/Household-retrofit-technical-reports/Energy-Efficiency-Upgrade-Potential-of-Existing-Victorian-Houses-Sep-2016.pdf Shower head exchange: http://yourenergysavings.gov.au/rebates/showerhead-exchange-vic DIY Cost: Hardware retailer website
Item: Ceiling insulation About: Insulation refers to material used to resist heat flow into and out of a building meaning that the need for heating and cooling is reduced. Insulation can be installed in the roof cavity to help maintain temperature inside the home. This scenario assumes that the roof cavity is easily accessible and there is currently no ceiling insulation.
Examples only
Indicative Costs Buy + install: $1,200 (R3.5 Glasswool batts for 125m2 ceiling area)
Estimated energy bill savings Annually: $165 in reduced heating / cooling costs Monthly equivalent: $14
Cost & Saving estimation: The average supply and install cost per m2 are taken across all ‘easy to install homes’ (Table A1, p. 76) and applied to indicative roof area. Sourced from: http://www.sustainability.vic.gov.au/-/media/SV/Publications/About-Us/Research/Household-retrofit-technical-reports/Energy-Efficiency-Upgrade-Potential-of-Existing-Victorian-Houses-Sep-2016.pdf
Item: Fitted draught proofing around doors and windows About: Blocking gaps in windows and doors to help maintain inside temperature, reducing heating/cooling costs. Can involve special tape to seal gaps in windows, installing a brush on the bottom of doors with gaps.
Examples only
Indicative Costs Buy: $45 for two external doors and 6 windows (DIY install)
Estimated energy bill savings Annually: $34 in reduced heating / cooling costs Monthly equivalent: $3
Cost & Saving estimation: EnergyConsult 2017 Report for Department of Environment, Land, Water and Planning (unpublished).
Item: Gas heater with minimum 4 energy stars About: Fixed, gas powered appliances used to heat a room or open plan area. This scenario assumes a fixed gas heating system installed in a room.
Examples only
Indicative Costs Buy: $1,500 (4.8 star) Install: $800 Total buy + install: $2,300
Estimated energy bill savings Annually: $590 (if you replace an electric panel or fan heater) Monthly equivalent: up to $120 per month over the 5 coldest months of the year.
Cost estimation: http://www.sustainability.vic.gov.au/-/media/SV/Publications/About-Us/Research/Household-retrofit-technical-reports/Energy-Efficiency-Upgrade-Potential-of-Existing-Victorian-Houses-Sep-2016.pdf Saving estimation: http://www.sustainability.vic.gov.au/You-and-Your-Home/Save-energy/Heating/Heating-running-costs
Item: Reverse cycle split system air conditioner (both heating & cooling) with minimum 4 energy stars (fixed) About: Combined electric heater and air conditioner, fixed to the wall, to heat or cool a room or defined space (i.e. not the whole house).
Example only
Indicative Costs Buy and install: $2,300 for a 6kW output (i.e. for a medium sized room, approximately 30m2), 4-star model, price includes installation
Estimated energy bill savings Annually per medium sized room (30m²): • Heating: up to$460 (if you are replacing an
electric panel heater) • Cooling: up to $30 (if you are replacing a 2-
star reverse cycle air conditioner) • Total: up to $490
Monthly equivalent: maximum $40 (savings would vary for summer and winter months)
Cost & Savings estimation: http://www.sustainability.vic.gov.au/-/media/SV/Publications/About-Us/Research/Household-retrofit-technical-reports/Energy-Efficiency-Upgrade-Potential-of-Existing-Victorian-Houses-Sep-2016.pdf Cooling Savings estimation: http://www.sustainability.vic.gov.au/You-and-Your-Home/Save-energy/Cooling/Cooling-running-costs
Item: Gas hot water heating system with minimum 5 energy stars About: Heating units for water can be electric or gas, and mainly storage or instant systems. Instant systems are cheaper to run because they only heat water as you use it, rather than keeping a whole tank heated and ready for use. This scenario considers an instantaneous gas hot water system.
Example only
Indicative Costs Buy: $1,200 (5.9 star) Install: $800 (includes allowance for more difficult installation) Total buy + install: $2,000
Estimated Energy Savings Annually: $46 (comparing a 4.8 to 5.9 system) Monthly equivalent: up to $4
Cost & Savings estimation: http://www.sustainability.vic.gov.au/-/media/SV/Publications/About-Us/Research/Household-retrofit-technical-reports/Energy-Efficiency-Upgrade-Potential-of-Existing-Victorian-Houses-Sep-2016.pdf
Item: Heat pump water heater About: A heat-pump water heater uses heat from the surrounding air to heat water in a storage tank. It uses much less electricity than an electric storage water heater.
Example only
Indicative Costs Buy: $2,500 (suitable for average home’s water heating load) Install: $900 Total buy + install: $3,400 Note: There are two incentives available to households in Victoria for heat pump water heaters, one through the Federal Government’s STC payment and the other Victorian Energy Upgrades program. Combined, these incentives could provide around $2,000. This amount is not included in the above estimate.
Estimated energy bill savings Annually: $260 (if you replace an equivalently sized electric storage hot water system) Monthly equivalent: $20
Cost & Savings estimation: EnergyConsult 2017 Report for Department of Environment, Land, Water and Planning (unpublished). Additional information: http://www.sustainability.vic.gov.au/You-and-Your-Home/Save-energy/Hot-water/Choose-a-hot-water-system . The amount of incentive through both programs depends on the size of the system, where its installed, and will fluctuate based on the ‘STC price’ and ‘VEEC price’.
Item: Thick or ‘block-out’ curtains About: Thick curtains and indoor blinds reduce heat transfer through windows, saving heating and cooling costs. This scenario considers the installation of thick close-fitting drapes and box pelmets.
Example only
Indicative Costs Buy and install: $2, 000 for thick close-fitting drapes and pelmets (for rooms being heated in the property)
Estimated energy bill savings Annually: $45 Monthly equivalent: up to $4
Cost & Savings estimation: http://www.sustainability.vic.gov.au/-/media/SV/Publications/About-Us/Research/Household-retrofit-technical-reports/Energy-Efficiency-Upgrade-Potential-of-Existing-Victorian-Houses-Sep-2016.pdf
LANDLORDS ONLY:
Item: Rooftop solar PV panels (for generating electricity) About: A rooftop solar photovoltaic system (PV) generates electricity by converting energy from the sun. Generally, they are installed on rooftops facing north. The electricity generated is directly used in the home and any excess electricity is exported to the electricity grid. A rooftop solar PV system is different from a solar hot water system. The costs below are for a 5kW rooftop system and do not include a battery.
Example only
Indicative Costs Buy: $5,200 (for a 5kW system with STCs factored in) Install: $1,000 Total buy + install: $6,200
Estimated energy bill savings Annually: $1,000 Monthly equivalent: $80 Note: these savings vary considerably per households as they are determined by the customer’s tariff structure and consumption profile.
Cost estimation: https://www.solarchoice.net.au/blog/solar-power-system-prices Installation & Savings estimation: Alternative Technology Association Additional information: The costs shown includes a federal government STC payment worth around $2,000 - $3,500 off a typical 5kW system. The effect of which is an up-front discount for the system. The amount of STC payment depends on the size of the system, where its installed, and will fluctuate based the ‘STC price’.
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NGR 1708010 IDI Guide – Property Managers
NGR 1708010 Property Managers FINAL In-depth Interview Discussion Guide
13 November 2017
This guide is designed to assist the facilitators in exploring and understanding property managers’ experiences, knowledge, attitudes and behaviours regarding energy efficiency in rental properties. The questions are provided as a guide only, and may not all be covered or covered in the exact format and order. Additional probing questions will be asked as required and as time permits, and participants may raise additional topics for discussion. Information sheets and worksheets accompany this document.
Note on Behavioural Economics in this guide: This section of the research has two lenses. On the one hand, we use these interviews to gather information about how the market works. Initial interviews set the scene by providing us with contextual understanding about the dynamics of managed properties, while later interviews enable us to ‘sense check’ things emerging from the tenants and landlords discussions. In this sense, one of the primary purposes of these interviews is information-gathering. However, it is also clear that those in this segment are not simply conduits of information but play an active role. Therefore the lines of questioning also explore inherent attitudes and beliefs, and potential levers to instil positive change.
Introduction (5 mins)
• Thank you for agreeing to participate in this research. I’ll run through some background briefly.
• [Introduce self and note-taker.] We’re from Newgate Research, which is an independent, quality accredited market and social research company.
• Today’s discussion is part of an independent study we are conducting for the Victorian Government about a range of issues relating to rental properties. We’re running a number of these interviews, along with some online discussions and focus groups, to get a wide range of views and perspectives. From a Property Manager perspective, we’re particularly interested in understanding how the market works: for example, how tenants make decisions about which property to rent, how landlords decide what sort of features and upgrades to provide in properties, what’s taken into consideration when pricing properties, and other such topics.
• The session will last about one hour.
• As you know, your participation is completely confidential, which means none of your identifying details will be included in our report. Newgate Research is a member of the market research industry associations and operates under very strict privacy laws.
• If there’s anything you don’t know the answer to that’s perfectly OK and an important finding in itself so just say so. If you’re uncomfortable discussing anything at all that’s also fine. I also encourage you to ask me questions if you’re not sure about something I’ve asked you or if there’s something about the topics we’re going to be discussing that you’d like to know.
• Is it OK if I take an audio recording of this discussion, just in case we don’t catch everything in our notes and need to check back on what you’ve said? It won’t be provided to the client or any third parties.
• To start, I’d like you to tell me a bit about yourself, your role and the business you work for – e.g.: o Background on the participant (age, interests, etc.) o Role – and whether it includes managing residential rental properties, marketing properties or both o Time in role o How many rental properties they typically deal with at one time (i.e. average rent roll size)
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NGR 1708010 IDI Guide – Property Managers
o Location of properties (i.e. whether metro or regional Victoria), typical types of properties (e.g. weekly rent payable and whether apartments, detached houses etc.), typical types of tenants (e.g. families, students, etc.), and what proportion of the properties are furnished with appliances
Factors and Features Influencing Pricing (5 mins)
[SKIP TO NEXT SECTION IF PRICING IS NOT PART OF PARTICIPANT’S ROLE]
• Pricing properties: When pricing a rental property (or giving pricing advice to the landlord), what are the sorts of factors you take into consideration?
• Moderator to gather spontaneous responses before narrowing in on features – What about the sorts of features of the property that you take into consideration when thinking about the price? By features, I mean factors that are related to the property itself, rather than external factors.?
o Moderator to gain an understanding of all the factors, and note which are most and least important – observing whether energy-efficiency or related issues are mentioned at all, but not prompting.
o Are there particular things that you’d recommend a landlord should consider if they were looking to increase the rent on their property (e.g. any upgrades to the property)?
o Does your role include anything else related to the marketing of rental properties, such as assisting landlords with preparing a property for lease?
Choosing a Rental Property (10 mins)
• What’s important to tenants: In your experience, what’s important to tenants when choosing rentals?
o What sorts of questions do prospective tenants ask about properties?
o What are the factors that influence their decision? (As above, moderator to gather broad feedback, which may include external-to-the-property factors, before delving specifically into features of the property.)
o And what about the opposite of that – what are some of the reasons that tenants decide not to apply for a rental property? To what extent is it because of the property itself versus other factors?
o And finally, what about the reasons why tenants might decide to leave a rental property? (Moderator to explore property-related vs. external to the property factors.)
o Moderator to observe if and where anything related to energy (efficiency) comes up (e.g. anything on bills, comfort of the home, heating / cooling, insulation etc.).
• Prompt on energy: How often, if at all, does anything in relation to energy come up in tenants’ discussions with you? Prompt if necessary: This includes infrastructure, appliances, making changes at the property, behaviour of use, bill amounts and how easy the property is to heat and cool.
o What sort of questions do people ask? What sort of words or terminology do they use?
o How well equipped do you feel to answer these sorts of questions? Where do you get the answers?
o Are there any energy-related questions that come up that you’re not able to answer for them?
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NGR 1708010 IDI Guide – Property Managers
o When do you pass a question on to the landlord vs things you simply deal with/respond to yourself?
o Are there any themes here: e.g. is there a particular type of tenant that asks these questions? Or, does it tend to get asked more about certain types of property? Or at certain times of the year?
o Have you ever had a tenant select, reject or leave a property for reasons relating to energy?
o Thinking about your experiences with tenants, where does energy sit in the hierarchy of features that are most important to them when choosing their rental property? How important do you think it is when tenants are making decisions about where to live or which property to apply for? Is it more important to some types of tenants than others? Explore who and reasons.
• Pricing: Coming back to our discussion about pricing, do you ever include any considerations about the energy-related features of properties within your conversations with tenants about the rental price?
o Do you think energy has any influence on how rentals are priced? Explore reasons why / why not.
• Advertising properties: What about when advertising a property, have you ever included information related to energy in your listings?
o If so, how and why? If not, why not?
o How do you know what information to use? How do you verify the accuracy of such information?
o Have you ever thought about including this type of information and in the end not included it? Why?
o Moderator to show examples of listings, as created for the tenants, which contain some dummy energy efficiency information, and gather their thoughts on what might work or not work, and why.
Language: Do tenants or landlords ever specifically discuss “energy efficiency” with you?
o What does “energy efficiency” mean to you? What are all the examples you can think of?
o When I say energy efficiency, I mean doing, using or installing things that reduce the need for or use the minimum amount of energy to achieve and maintain a comfortable temperature, and enable normal household functions like cooking, cleaning and entertainment. Thinking about this definition, what words would you would use or what would you call this if you were to talk to landlords about it? And tenants?
o From this point, moderator to use participant language to refer to this area – the term ‘energy efficiency’ has been used as a placeholder below for convenience.
[ASK REST OF SECTION ONLY OF THOSE WHO MANAGE PROPERTIES VS. JUST MARKET THEM]
• During the lease: What about during the lease… Has energy usage or ‘energy efficiency’ ever come up once the tenants are settled into the property?
o If so, what types of questions or topics or requests come up?
o When and why?
o What would happen if a tenant did approach you with a request or issue of this nature – what would the process be?
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NGR 1708010 IDI Guide – Property Managers
• Appliance emergency procedure: Can you describe to me your process to replace appliances in rental properties, say for example if a water heater bursts, or a heating or cooling system fails.
o Moderator to understand process from start to finish, including who is involved at which point, and what sort of respective input if any the tenant / landlord / tradesperson / property manager has.
o Are appliances generally replaced with a “like for like” or are they replaced with a more efficient version? Why? Or does this differ depending on the situation? Moderator to note if they mention choosing a like-for-like replacement for tax implications.
o [If not mentioned] What is the role of tradesmen in the process? Do they provide any advice or input into the types of appliances in the properties? Do they ever mention particular features or benefits of the appliance (e.g. energy usage / cost to run / star ratings / warranty) or is it just cost, convenience, appliance supplier deals they might have etc? Explore.
Landlords and energy efficiency (5 mins)
• What’s important to landlords: Thinking about your experience, how important is the ‘energy efficiency’ of a property to landlords? In what way / why? (That is, as I mentioned earlier, using or installing things that reduce the need for or use the minimum amount of energy to achieve and maintain a comfortable temperature.) Moderator to explore this at an overall level, then probe on different aspects such as when pricing the property, as a duty of care to tenants, etc.
o Do you feel that landlords are proactive or reactive in this regard?
o Do you think some landlords are more proactive/reactive than others? Would you say this is driven by a particular situation or the landlord themselves? What types of landlords are interested in and care about this sort of thing? What types don’t care?
o Have you ever known a landlord to ‘upgrade’ the energy efficiency features of their property? In what ways?
If so, what was the impetus for this?
Do you know how much they spent doing so?
What were the outcomes? (For the landlord, for the property, for the tenant, bills etc.)
o Is it something you have ever raised with a landlord? Why? What did you say? What happened?
Property managers and energy efficiency (10 mins)
• Knowledge and attitudes:
o I’m interested to know how important you think it is for property managers to know about the energy efficiency features in rental properties they are managing? (That is, as I mentioned earlier, using or installing things that reduce the need for or use the minimum amount of energy to achieve and maintain a comfortable temperature.) On a scale of 0 to 10 where 0 means not at all important and 10 means extremely important, how important do you think it is for someone like you
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NGR 1708010 IDI Guide – Property Managers
to know about the energy efficiency features in their rental properties and how tenants and landlords could make them more efficient?
o And how informed do you feel about energy efficiency features in rental properties, where 0 means I don’t feel informed at all and 10 means I feel completely informed?
o How financially worthwhile do you think it is for landlords to make energy efficient upgrades to their properties, where 0 is not at all worthwhile and 10 is completely worthwhile?
o And on the same scale again, how financially worthwhile do you think it is for tenants to have energy efficient upgrades made to the properties, where 0 is not at all worthwhile and 10 is completely worthwhile?
• Moderator to go through those questions one by one and understand reasons behind these ratings.
• For the Information question:
o In the first instance, where have you or would you go to find information on this?
o Are there any particular topics or features you are interested in knowing more about? Any you’re honestly just not interested in?
• For each of the two financial worth questions, prompt on bills, comfort, rental price.
• Role of the property manager in this space:
o What sort of a role do you see property managers playing to encourage energy efficiency in rental properties? Should they have a role at all? Why / why not?
Do you think landlords would value property managers doing this? Why? In what ways?
What about tenants?
Are there any barriers to this happening? Explore in detail
What might prompt or help you to take an active role?
Are there any benefits? Explore in detail
o Has this topic come up in conversation with your colleagues before? If yes, what was discussed?
o Is ‘energy efficiency’ something that you’re conscious of in your office or home? If so, what steps have you taken in that regard?
Knowledge, awareness and attitudes towards energy-efficient features - unprompted (5 mins)
• Understanding: How good an understanding would you say you have of where household energy uses are coming from? Which would you say are the biggest energy drains / users?
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NGR 1708010 IDI Guide – Property Managers
o On average in rental properties, to the best of your knowledge, what proportion of energy use do you think comes from the following [SHOW ITEMS ON WORKSHEET]: heating, cooling, water heating, lighting, white goods, entertainment, other appliances?
• Options available to tenants: If someone living in a rental property wanted to reduce their energy usage whilst maintaining or improving the comfort (warmth or cooling) of the property, what are their options? What sorts of features are available, if any?
o Moderator to make a note of suggestions and for each option mentioned, gauge levels of knowledge and information gaps or questions they may have
• Options available to landlords: What about for landlords? Are there any other options that we haven’t already discussed that a landlord could install at the property?
• Prompted features and behaviours: Now I have a list of things that could be done to reduce energy usage, and I want to see if there are any that we haven’t already covered…
o On A5 cards:
o LED light globes
o Low-flow showerheads
o Ceiling insulation
o Draught proofing (e.g. doors, windows)
o High star-rated heating
o Reverse cycle air conditioning
o High star-rated hot water heating
o Fit external shading on windows
o Thicker curtains
o Replace appliances with higher star rating model
o Zoning system
o For each, moderator to explore as above if not already covered…
o Definition of zoning if required: Zoning means heating and cooling of individual rooms or areas of a house rather than heating/cooling the whole home at once. This can be achieved via a control panel and multiple thermostats, or at the most basic level simply by ensuring doors and windows are closed.
• Features mapping: Looking at this list, what jumps out at you as being particularly appealing when it comes to the properties you manage/market? Explore whether this varies by tenant/landlord.
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NGR 1708010 IDI Guide – Property Managers
Knowledge, awareness and attitudes towards energy-efficient features - prompted (10 mins)
[Moderator to introduce 6 to 7 features on A3 posters. Each poster to include a brief description and picture, upfront costs (at minimum an indicative range), average / likely payback and timeframe (with disclaimer), energy use / efficiency benefits, any other benefits (stated factually)]
Moderator to explore for each:
• What is your initial reaction to this? Anything surprising / interesting / appealing / lacking in credibility? • What information stands out to you as most important? • Has it raised any questions for you? Is there anything you would like to know more about? • Is it making you think differently about the feature i.e. changing level of appeal, perceived efficacy? • Would it change the way you might advise the landlord to price or advertise a rental property? Why /
why not? How? • What do you think about the investment level required? How likely or realistic do you think it would be
for a landlord (or tenant) to install these features based on the information provided here? Explore reasons and any ideas for potential payment options…
Once all have been explored:
• Appeal: Which feature, or combination of features do you think would be most attractive – to landlords? To tenants? And most realistic? What sorts of things would need to happen for any of these things to be implemented?
• Awareness of programs: Are you aware of any Government programs tenants or landlords could access to make energy efficiency changes, improvements or upgrades to their properties?
• [TIME PERMITTING] Average energy usage per household: We also talked earlier about how much of our energy usage comes from different uses, features and appliances… Here’s an actual average breakdown in Victoria – what do you think about this?
o Explore if and how this changes their views on any of the features or anything else so far
In summary (5 mins)
• At a general level, what do you think might facilitate energy efficient upgrades to rental properties? Are there any barriers to such upgrades? If yes, what are the biggest barriers? What are the ones that would be the easiest to overcome?
o Probe on landlord-specific and tenant-specific barriers
• What’s the single-most important thing that would help you, tenants and/or landlords to make energy efficiency improvements? What else would help?
o Introduce concept of Rental Efficiency Score Card and understand what impact this might have, in their view
• How interested are you, if at all, in playing a more active role to help improve the energy efficiency of
properties? What sorts of suggestions do you have that would help, prompt, support or encourage you to do so? What’s stopping or impeding you from doing so? How could these barriers be overcome?
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NGR 1708010 IDI Guide – Property Managers
o Probe on ideas such more information provision (and how they would like to receive this), training, financial incentives, would they need to or consider charging higher fees?
• If the Victorian Government wanted to encourage greater energy efficiency in rental properties, do you
have any suggestions as to what they could do?
Thank participant, offer incentive, get confirmation signature.