rent payment & arrears services customer satisfaction june 2010
DESCRIPTION
Rent payment & arrears services customer satisfaction June 2010TRANSCRIPT
Rent Payment and Arrears Services Questionnaire
July 2010
Income Team
2
Contents Page number
3 Introduction to report
3 Welcome to your Income Team
4 Who completed the ‘Rent Payment & Arrears Services questionnaire’?
4 Entry into free prize draw
4 Summary of key findings
5 What changed after conducting this survey? You asked we listened.
6 – 17 Full report
18 Appendices
18 The role of the Financial Inclusion Officer
19 How to contact us
3
Introduction The questionnaire was produced to get a better understanding of what our customers, think of the rent and arrears services at Tamworth Borough Council. Many housing organisations send customer service questionnaires out to their tenants in order to continually improve services, for example, rent and arrears, repairs and maintenance and allocation of properties. Tamworth Borough Council wanted to hear from their customers in order to improve how they offer their services in respect of rent and arrears. The team is very customer focused and will take recommendations on board where possible. The report will note all the findings from the questionnaire and any comments offered by tenants. Any tenants with personal concerns were contacted immediately by the Income Team or the Financial Inclusion Officer. Names from the survey have been withheld to maintain confidentiality. A summary of key findings can be found at the beginning of the report and the full report with answers to all the questions asked will start on page 6. Finally we will review where we go from here and how improvements can be made. A letter will be sent to all respondents with our findings and thanking them for taking part in this important survey. Your views are important to us and help us to continually improve the service we provide. Welcome to your Income Team The Income Team is based at Marmion House and includes a Housing Manager, Team Leader, 4 Housing Officers, 2 Housing Assistants and 1 Financial Inclusion Officer. The services that the income team provide are;
� Provide rent statements four times a year
� Advice on all housing benefits
� Debt advice, including financial statements
� Pursuing current and former tenancy arrears, court costs, recharges
and supported housing
� Attend court cases and evictions
� Pursuing of current and former garage arrears
� Letting and terminations of garages
� Pursing of recharges on current and former tenancies and garages
� Refunds of rent when in credit on accounts
� Signposting to other agencies
� Direct payments, house contents insurance and credit union.
� Taking payments over the telephone.
� Telephone enquiries.
4
Plus many more services. If you require any additional information this can be provided by the Income Team on 01827 709514 Who completed the ‘Rent Payment & Arrears Services Questionnaire’? The questionnaire was posted out to every tenant of Tamworth Borough Council with the quarterly rent statement in July 2010. These are made up of 4,117 general purpose tenants and 370 Sheltered Housing tenants. A freepost envelope was included and entries into a free prize draw to encourage participation. The first part of the questionnaire was completed by 365 (8%) tenants and the second part of the questionnaire ‘Dealing with Rent Arrears’ was completed by 275 tenants. Entry into free prize draw As an incentive to complete the survey tenants were entered into a free prize draw to win £20 of high street vouchers of their choice. Alternatively any winnings could be used to reduce any rent arrears owing. There were two vouchers to be drawn. Mr. P of Wilnecote chose to have a £20 voucher to spend in ASDA. Mr G of Gillway chose to have a £20 voucher to spend in Morrison’s. Summary of key findings
� 94% of respondents have stated that the information in the rent statement is easy to understand and 89% find the rent statements useful.
� 88% of respondents stated that they were notified of their annual rent
increase this year and 83% stated that the information about the rent increase is easy to understand.
� 59% of respondents stated that the letters about rent and arrears are
clear and easy to understand. 36% chose not to answer this question and 5% did not find the letters clear and easy to understand.
� 54% of respondents stated that the information in the rent letters is
helpful. Whereas, 8% disagreed with this statement and 38% chose not to answer this question.
� 28% of respondents stated that they either strongly agreed or agreed
that the staff were helpful and set reasonable arrangements to assist them in clearing their arrears. 4% disagreed, 13% had no opinion and 55% chose not to respond to this question.
� 50% of respondents had their income checked to make sure that they
were getting all they are entitled to, for example, benefit payments. 26% chose not to answer this question and 24% did not have their income checked. Of these, 22% received extra benefits or tax credits.
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� 45% of respondents stated that they either agreed or strongly agreed that they are satisfied with the rent and arrears service that they receive from Tamworth borough council. Whereas, only 7% of respondents either disagreed or strongly disagreed with this statement and 48% either had no opinion or chose not to answer this question.
What changed after conducting this survey? You asked we listened.
� 88 rent booklets / leaflets were distributed to tenants who stated that
they had not received their copies. � 16 residents were offered appointments with the ‘Financial Inclusion
Officer’ at Tamworth Borough Council’.
� Tenants who highlighted concerns with their rent account were contacted and offered additional support by the ‘income team’ at Tamworth Borough Council’.
� Many tenants stated that they had never been in any rent arrears and
this has not been recognised. A rent incentive for tenants with clear rent accounts has been suggested in the past but the idea was rejected by tenants. However, as this was some time ago and as part of our continual improvements consultations with tenants surrounding possible incentives for the payment of rent, for example, hampers, vouchers or cash has been recently undertaken. The report will now be looked at by Cabinet at Tamworth Borough Council and a decision on what, if any, rent incentives will take place in January 2011.
� Customer profiling was inputted onto the Councils computer system to
provide a greater understanding of who our customers are. All information will be treated confidentially.
� Payments were made by tenants who were in arrears after completing
the questionnaire.
Rent Campaign Illegal Money lending training February 2010 June 2010
6
Rent campaign Riverside Flats March 2010 September 2010
Full report
The following questions were returned by 365 tenants. We will provide tenants with a rent statement four times a year. Have you received a rent account statement?
346 (95%) of respondents stated that yes they had received a rent account statement. Rent account statements are sent out quarterly to every tenant of Tamworth Borough Council.
Is the information in the statement easy to understand?
343 (94%) of respondents stated that yes the information in the rent account statement is easy to understand. 11 (3%) of respondents stated that no they did not find the information in the statement easy to understand. 11 (3%) chose not to answer.
Do you find the rent statements useful? 326 (89%) of respondents stated that they found the rent statements useful. 26 (7%) of respondents stated that they did not find the rent statements useful. 13 (3.5%) chose not to answer.
346
1 10 6
0
50
100
150
200
250
300
350
Number of
responses
Yes No Can't
remember
No reply
Responses
Have you received a rent account statement?
0
50
100
150
200
250
300
350
Number of
responses
Yes No No reply
Responses
Is the information in the statement easy to
understand?
0
50
100
150
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250
300
350
Number of
responses
Yes No No reply
Responses
Do you find the rent statements useful?
7
When tenants were asked what other information would you like to see on a rent statement the following comments were received:
� A few useful instructions on how to read it (like on gas and electric bills) � How to pay arrears
� Any over payments from benefits
� Correct amounts
� Monthly statements would be useful
� How much my weekly rent is
� Information as in telephone numbers of tenant participation, financial
inclusion and repairs teams.
� It should be more up to date
� The name of the person who looks after us
� When the free weeks actually are. Other comments received:
� Cannot see the sense of sending out statements when paying by Direct Debit. Wasting money. Dates on them never correspond with dates that money is taken from my account.
� If paying on line a four day period is needed for funds to clear. This
sometimes leads to a statement showing the account in arrears. Maybe it could show a payment even if not cleared.
� We have an arrears amount shown. This is because of the Direct
Debit method used. This should be made clear.
� We would like to see that we are not in arrears. When we phone about this we are told we are not in arrears as we pay Direct Debit.
� Why not save money by doing an annual rent statement?
Leaflet available on request
8
We will give tenants notice of the annual rent increase in February or March each year. Did we notify you of your annual rent increase this year? 322 (88%) of respondents stated that yes they were informed of the annual rent increase this year. 11 (3%) of respondents stated that no they were not informed of the annual rent increase this year. Was the information about the rent increase easy to understand? 306 (84%) of respondents stated that yes the information about the rent increase is easy to understand. 30 (8%) of respondents stated that no the information about the rent increase is not easy to understand and 29 (8%) chose not to answer. You can pay your rent at Post Offices, PayPoint, Internet, Telephone Payment, Direct Debit, Housing Benefit, and Standing Order. If you are employed by Tamworth Borough Council you can choose to pay your rent through payroll deductions. Did you know about these payment methods? 279 (76%) of respondents stated that yes they did know about these payment methods 10 (3%) of respondents stated that no they did not know about these payment methods 54 (15%) of respondents stated that they did know of some of the payment methods but not all of them
22 (6%) chose not to answer.
0
50
100
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250
300
350
Number of
responses
Yes No No reply
Responses
Was the information about the rent increase easy
to understand?
0
50
100
150
200
250
300
Number of
responses
Yes No Some but
not all
No reply
Responses
Did you know about these payment methods?
322
11 19 13
0
50100
150
200250
300
350
Number of
responses
Yes Can't
remember
Responses
Did we notify you of your annual rent increase
this year?
9
Which payment methods have you used?
It is important to note that not all tenants responded to this question and some tenants ticked more than one answer. The following is for a snapshot of preferred payment methods only.
You can pay by Direct Debit on 1st or 16th of the month. Is paying by Direct Debit convenient for you?
97 (27%) of respondents stated that yes paying by Direct Debit is convenient for them. 162 (44%) of respondents stated no paying by Direct Debit is not convenient for them.
106 (29%) of respondents chose not to answer this question. A high proportion of respondents who stated that paying by Direct Debit is not convenient for them had also stated previously that they are in receipt of Housing Benefits.
Payment method Tenants who have used these
payment methods
Post Office 76 (21%)
PayPoint 87 (24%)
Internet 15 (4%)
Telephone payment 19 (5%)
Direct Debit 71 (19%)
Post No replies
Standing Order 25 (7%)
Payroll Deductions No replies
Housing Benefit Claim 133 (36)
Which methods of payment have you used?
7687
15 19
71
0
25
0
133
020406080100120140
Post Office
PayPoin
t
Intern
et
Telep
hone Pa
yment
Direct D
ebit
Post
Standing
Orde
r
Payro
ll Deductions
Housing
Benefit Cla
im
Methods of payment
Nu
mb
er
of
resp
on
ses
0
50
100
150
200
Number of
tenants
Yes No No reply
Responses from tenants
Is paying by Direct Debit convenient for you?
10
If tenants have stated that paying by Direct Debits is not convenient for them we requested if they would mind telling us why.
� As I get paid weekly I would find it difficult to pay monthly � I’ve had problems with the bank
� I’d rather have money paid in by myself on day of pay. I have been in
trouble with Direct Debits before and this leads to bank charges
� Problems with the bank
� My money varies when it goes in the bank
� Because you require a month in advance
� I collect pension from the Post Office so pay rent then
� It does not coincide with pay day
� I don’t have a bank account
� I prefer to pay weekly
� It is easier to budget my incomings and outgoings
� I dislike giving personal details
� I get paid 4 weekly
� You require a month in advance and I cannot find 2 months rent immediately.
The following section is about ‘dealing with rent arrears’. It is important to acknowledge that not all respondents answered this section as they have either chosen not to or have stated that they have never been in rent arrears. For this reason, if the respondents have stated that they have never been in rent arrears or the section does not apply to them I have excluded them from the results in this section only.
11
The following six questions have been answered by 275 tenants. 90 stated that they were either in credit with their rent accounts; on Housing Benefits or that they had never been in rent arrears. Are the letters about rent arrears clear and easy to understand?
162 (59%) of tenants who responded stated that they felt the letters about rent arrears are clear and easy to understand. 15 (5%) of tenants who responded stated that they did not find the letters about rent arrears are clear and easy to understand.
98 (36%) of tenants chose not answer this question. Did you find the information in them helpful?
148 (54%) of respondents stated that the information in the letters about rent arrears is helpful 23 (8%) of respondents stated that the information was not helpful 104 (38%) chose not to respond to this question.
Did our staff visit your home?
44 (16%) of respondents stated that staff had visited their home 114 (41%) of respondents stated that staff had not visited their home 7 (3%) of respondents stated that staff had visited their home but as they were not at home a card was left.
110 (40%) chose not to answer this question.
0
20
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60
80
100
Number of
responses
Yes No No response
Responses from tenants
Are the letters about rent arrears clear and easy to
understand?
0
20
40
60
80
100
120
140
160
Number of
responses
Yes No No response
Responses from tenants
Did you find the information in them helpful?
Did our staff visit your home?
0
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120
Yes No
Not at hom
e - card w
as left
No respo
nse
Responses from tenants
Nu
mb
er
of
resp
on
ses
12
Did you contact us in response to the letters or visit?
85 (31%) of respondents stated that yes they did contact us in response to a letter or visit 111 (41%) of respondents stated that no they did not contact us in response to a letter or visit.
Tenants were asked to tell us why they had not contacted us in response to the letters or visit. Here are the responses received relevant to this question.
� I had a small amount of arrears to pay which was paid immediately so no need to contact you
� Couldn’t be bothered
� Because I pay by Direct debit and I know it evens itself out every
month
� I just paid the arrears
� No point, no-one listens
� We had already made an arrangement and being hassled at the door is not helpful.
Do you feel the staff were helpful and set reasonable arrangements to help clear your arrears?
77 (28%) of respondents stated that they agreed or strongly agreed that the staff were helpful and set reasonable arrangements to help clear their arrears. 10 (4%) of respondents stated that they either disagreed or strongly disagreed that the staff were helpful and set
reasonable arrangements to help clear their arrears. 36 (13%) stated that they had no opinion and 152 (55%) chose not to respond to this answer.
0
20
40
60
80
100
120
Number of
responses
Yes No
Responses
Did you contact us in response to the letters or a
visit?
Do you feel the staff were helpful and set
reasonable arrangements to help clear your
arrears?
020406080100120140160
Strongly
agree
Agree
No op
inion
Disagree
Strongly
disagre
e
No responseN
um
ber
of
resp
on
ses
13
The following questions were answered by 253 respondents: The rent booklet was distributed to tenants alongside the quarterly rent statements 12 months before this questionnaire was sent out. As 88 tenants stated that they had never received a rent booklet they were sent a replacement. Also some tenants may have been in new tenancies and not residing in the property when they were first introduced. Did you receive our rent booklet?
89 (35%) of respondents stated that yes they had received the rent booklet. 88 (35%) of respondents stated that no they had not received the rent booklet. 76 (30%) of respondents chose not to answer this question.
If you did receive the booklet, was the information useful?
90 (36%) of respondents stated that the information in the rent booklets is useful. 28 (11%) of respondents did not find the information useful and 135 (53%) chose not to answer this question.
Do you feel we gave you enough help with benefits and debt advice?
105 (41%) of respondents stated that yes they did feel that we gave them enough help with benefits and debt advice. 27 (11%) of respondents stated that no they did not feel that we gave them enough help with benefits and debt advice.
53 (21%) of respondents stated that they did not seek advice and 68 (27%) chose not to answer this question
65
70
75
80
85
90
Number of
responses
Yes No No response
Tenant responses
Did you receive our rent booklet?
0
20
40
60
80
100
120
140
Number of
responses
Yes No No reply
Tenant responses
If you did receive the booklet, was the information
useful?
Do you feel we gave you enough help with
benefits and debt advice?
0
20
40
60
80
100
120
Yes No Did not seek
advice
No reply
Responses
Nu
mb
er
of
resp
on
ses
14
Did we check your income to make sure you were getting all you’re entitled to?
126 (50%) of respondents stated that yes we did check their income to make sure that they were getting all that they were entitled to. 62 (24%) of respondents stated that no we did not check their income to make sure that they were getting all that they were entitled to.
65 (26%) chose not to answer this question. If yes, were we able to get you any extra benefits or tax credits?
56 (22%) of respondents stated that yes we were able to get you any extra benefits or tax credits 79 (31%) of respondents stated that no we were not able to get you any extra benefits or tax credits 118 (47%) chose not to answer this question.
Did you get advice from any other debt advice agencies?
19 (8%) of respondents stated that yes they had sought advice from other debt advice agencies 147 (58%) of respondents stated that no they had not sought advice from other debt advice agencies 87 (34%) chose not to answer this question.
If yes, did you:
16 tenants contacted other debt advice agencies themselves. 11 tenants were referred to other debt advice agencies by Tamworth Borough Council staff.
0
20
40
60
80
100
120
140
Number of
responses
Yes No No reply
Responses
Did we check your income to make sure you were
getting all you're entitled to?
0
50
100
150
Number of
responses
Yes No No reply
Responses
Did you get advice from any other debt advice
agencies?
0
20
40
60
80
100
120
Number of
responses
Yes No No reply
Tenant responses
If yes, were we able to get you any extra benefits
or tax credits?
0
5
10
15
20
Number of
responses
Contect
them dire
ct
Referred
by TBC s
taff
Responses
If yes, did you:
15
Was the advice from the debt agencies helpful?
18 tenants stated that when they contacted other debt advice agencies that they were helpful. Whereas, 20 tenants stated that they were not helpful.
If yes, please tell us how you were helped The following comments were made surrounding how tenants felt they had been helped by other debt advice agencies:
� Bromford Housing by going through the money I get and arranging when and what I have to pay.
� General advice given and very helpful.
� Given advice on cutting spending to create more funds for bills.
� I contacted one through my bank and they advised me how to clear
things in stages and not all at once as I had been advised previously.
� I was helped to manage my money.
� The staff told me about CAB (Citizens Advice Bureau)
� They put us in a debt management plan.
� To arrange help with easy payments. Two tenants also complimented the support that they had received from John Coombes, the Financial Inclusion Officer at Tamworth borough council. John will make individual appointments to assist with any debt concerns, fuel poverty or sign posting to other support agencies when required. Did you know that we have a Financial Inclusion Officer at Tamworth Borough Council?
52 (20%) Of respondents stated that yes they do know about the Financial Inclusion Officer. 161 (64%) Of respondents stated that they did not know that there is a Financial Inclusion Officer at Tamworth Borough Council.
17
17.5
18
18.5
19
19.5
20
Number of
responses
Yes No
Responses
Was the advice from the debt advice agencies
helpful?
52
161
40
0
50
100
150
200
Number of
responses
Yes No No reply
Responses
Did you know that we have a Financial Inclusion
Officer at Tamworth Borough Council?
16
Would you like an appointment to discuss your financial situation in confidence with our financial inclusion officer?
16 tenants requested an appointment to discuss their financial situation in confidence with our financial inclusion officer. These appointments are made to suit the individual and are at no cost to the tenant. Signposting to other relevant agencies will also be
supported. John Coombes, financial inclusion officer, can offer advice and assistance in many ways. For additional information on the role of the financial inclusion officer please refer to the appendices at the back of this report. Overall, how satisfied are you with our rent and arrears service?
Overall, how satisfied are you with our rent and
arrears service?
0
20
40
60
80
100
120
140
Strongly
agree
Agree
Disagree
Strongly
disagree
No reply
or respon
se
Nu
mb
er
of
resp
on
ses
When asked how satisfied tenants are with the overall rent and arrears service offered the following answers were noted: 36 (14%) of respondents stated that they strongly agree 79 (31%) of respondents stated that they agree 11 (4%) of respondents stated that they disagree 6 (2%) of respondents stated that they strongly disagree 121 (48%) of respondents stated that they either had no opinion or chose not to answer this question.
16
188
0
50
100
150
200
Number of
responses
Yes No
Responses
Would you like an appointment with the Financial
Inclusion Officer?
17
Any further comments made: The Following additional comments were made by respondents: Positive responses
1. Already in contact with the financial inclusion officer.
2. Any time I have had problems with benefits the staff have been very helpful and given me good advice. Thank you.
3. The income team staff have been very helpful and referred me to
Bromford for extra help.
4. Fairly satisfied as mistakes happen but were rectified.
5. Housing staff are very helpful.
6. Thank you for all your assistance in helping me clear my arrears.
7. The rent staff are very pleasant and understanding. Unhappy responses
1. Do not like to receive a letter of rent arrears after a week’s holiday.
2. Financial officer – what next! For a posers position. Must go in cuts. Waste of money.
3. Having made an arrangement to pay it does not help having people
knocking on your door.
4. Housing benefits take too long to process claims. Housing Officers and Benefits staff should speak to each other.
5. I read a vast amount of debt was to be written off and I do not agree.
6. If the rent statement covered up to the 16th we would never show as
being in arrears because we pay by direct debit.
7. You need to be more aware of making people who work and receive benefits. You need to get them the correct information and payments in order to stop these overpayments which then take a long time to pay back when you are on a limited budget.
8. Too much rent is owed and nothing done.
9. We are not satisfied when we see a debt of £400 that is written off.
They must think that they have won the lottery. It does not pay to be honest.
10. Why do you keep sending me letters saying I am in arrears when we
pay by direct debit?
11. I think the eviction letters are a bit harsh and paying back court costs is a bit harsh.
18
Appendices Responses by the areas in which tenants reside:
Areas in which tenants reside
010
2030
4050
60
Amington
Balfour
Belgrave
Bolehall
Coton Green
Dosthill
Fazeley
Gillway
Glascote
Glascote Heath
Hockley
Kettlebrook
Leyfields
Lichfield Street
Stoneydelph
Two Gates
Wilnecote
Town Centre
Area of residence
To
tal
nu
mb
er
of
resp
on
ses
The role of the Financial Inclusion Officer
John Coombes 01827 709436 If paying your rent and coping with daily living expenses is causing you problems then why not come and discuss your concerns with John Coombes, the Financial Inclusion Officer based in the Housing Services Income team in Marmion House.
Last year 26 tenancies were ended due to rent arrears; help is available so you don’t need to become one of these statistics. Your Housing Officer can assist with debts and income maximisation. John can assist you on the following issues: -
• How to open a bank account, saving or borrowing.
• How to apply for Social Fund Grants.
• Receiving correct benefits, Disability Allowances, Pension Benefits or
Incapacity benefits.
• Form filling a problem? John will help you to complete these.
• Fuel poverty – He can assist you in finding an alternative provider for
your Gas and Electric.
• Debt advice and negotiating with creditors and dealing with multiple
debts.
19
How to contact us:
The Income Team dealing with rent and arrears and the Financial Inclusion Officer:
Telephone: 01827 709514
Email: [email protected]
Financial Inclusion Officer:
Telephone: 01827 709436
Email: [email protected]
Check on your entitlement to Housing Benefit as well as other Benefits and Tax Credits - telephone the Benefit section 01827
709540 or
Email: [email protected]
Have a say in Housing Services in a way that suits you. Contact the Tenant Involvement Team:
Telephone: 01827 709448
Freephone: 0800 183 0454
Email: [email protected]
Tamworth Borough Council Marmion House Lichfield Street Staffordshire B79 7BZ
Telephone: 01827 709709