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About Session outline Horrible Histories Latest thinking HouseMark Review Q&A Contact details WELCOME Making satisfaction fit for the future Denise Raine, Director, Acuity

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Page 1: SPBM Conference 2019 Denise Raine · Wanted to report the repair quickly 6 Appointments need to be kept, at convenient times and not cancelled 5 Sort out outstanding / ongoing repairs

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WELCOME

Making satisfaction fit for the future

Denise Raine, Director, Acuity

Page 2: SPBM Conference 2019 Denise Raine · Wanted to report the repair quickly 6 Appointments need to be kept, at convenient times and not cancelled 5 Sort out outstanding / ongoing repairs

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PRESENTATION BY

Denise Raine

Director, Acuity

Responsible for Customer research at Acuity, worked with

over 200 housing social housing providers and over seen

2,000 customer satisfaction surveys since 1991.

Page 3: SPBM Conference 2019 Denise Raine · Wanted to report the repair quickly 6 Appointments need to be kept, at convenient times and not cancelled 5 Sort out outstanding / ongoing repairs

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ils 20 years in

2 mins

How did we get

here?

20 years in

2 mins

How did we get

here?

1

Latest

developments

What’s new? Any

problems?

Good Practice

tips?

Latest

developments

What’s new? Any

problems?

Good Practice

tips?

2

HouseMark

Review

Where are we

heading?

HouseMark

Review

Where are we

heading?

3

Q&A

What is right for

my organisation?

Practical tips?

Q&A

What is right for

my organisation?

Practical tips?

4

Page 4: SPBM Conference 2019 Denise Raine · Wanted to report the repair quickly 6 Appointments need to be kept, at convenient times and not cancelled 5 Sort out outstanding / ongoing repairs

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Pre 1999

Landlords

carry out

own

surveys

no

comparison

data

1999

NHF

launches

STATUS

2002

Carrying

out STATUS

survey

required by

Housing

Corporation

and DCLG

Benchmarking

results

2010

Councils

and

ALMOs

no longer

required

to carry out

a STATUS

Survey, TSA

requirement

ended 2011

2011

HouseMark

launches

STAR

2014

HouseMark

reviews

STAR

and

launches

StarT,

2018

HACT review

2019

HouseMark

review

78% 78%76% 76% 76% 76%

78% 78%80% 80%

83%84% 85%

87% 88% 87% 87% 87%

2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018

NHF/HouseMark averages (overall services)

Page 5: SPBM Conference 2019 Denise Raine · Wanted to report the repair quickly 6 Appointments need to be kept, at convenient times and not cancelled 5 Sort out outstanding / ongoing repairs

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Different

approaches

Latest

Questions

Digital

challenges

Does size

matter?

Actionable

insight

• Perception and transactional surveys

• Postal, telephone, online, face-to-face, SMS text,

PDA, drop cards, combination

• Perception = Monthly, Quarterly, Every four months,

Six-monthly, Annual, Every two years, Every three

years, Every five years

• Transactional surveys = within a week to a month

• 8 questions – 53 questions

• Census / Sample

• In-house / External

• Anonymous / Confidential / GDPR

• Don’t survey!

Optimum

approach

Page 6: SPBM Conference 2019 Denise Raine · Wanted to report the repair quickly 6 Appointments need to be kept, at convenient times and not cancelled 5 Sort out outstanding / ongoing repairs

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Different

approaches

Latest

Questions

Actionable

insight

Optimum

approach

Lifestyle questions

Q. How often do you see your family?

Q. How often do you see your friends?

Q. How far would you agree that…?

• Keeping in touch with old friends is important

• Being able to make new friends is important

Q. Do you feel younger or older than you were?

Q. Would you say you spend more time exercising now than you did when

you retired (or 10 years ago if not retired)?

Q. Do you use any of the following technology?

Q. Do you have any ambitions in life?

54% 54%

23%8%

7%

17%

9%8%

7% 13%

Family Friends

Never

Less frequently than once a month

Once a month

Once a week

More than once a week

Digital

challenges

Does size

matter?

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Different

approaches

Latest

Questions

Actionable

insight

Optimum

approach

Internet access and use

Q. How often do you use the internet and online services (such as amazon or

social media - Facebook, twitter or Instagram)?

• Daily or almost every day

• Weekly

• Less than once a week

• Used over three months ago

• Never use

Q. Which of these do you use the internet for? (Select all that apply)

• Sending or receiving emails

• Social media (Facebook, Twitter, What’s App etc.)

• Watching TV, films and YouTube

• News and information

• Online shopping

• Online banking

• Booking holidays or travel

• Sports or leisure information

• Other

Digital

challenges

Does size

matter?

Page 8: SPBM Conference 2019 Denise Raine · Wanted to report the repair quickly 6 Appointments need to be kept, at convenient times and not cancelled 5 Sort out outstanding / ongoing repairs

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Different

approaches

Latest

Questions

Actionable

insight

Optimum

approach

Customer effort

Q. On a scale of 1 to 10, where 1 is not at all easy and 10 is

very easy how easy was it for you to get your most recent

repair resolved?

Q. How easy or difficult was it for you to get your last

enquiry resolved? (Very easy to Very difficult)

Q. Any why was that?

Last Repair

Being told when workers would call

Being able to make an appointment

Time taken before work started

The speed of completion of the work

The attitude of workers

The overall quality of work

Keeping dirt and mess to minimum

The repair being done ‘right first time’

The contractors doing the job you expected

The repairs service you received on this occasion

Digital

challenges

Does size

matter?

Page 9: SPBM Conference 2019 Denise Raine · Wanted to report the repair quickly 6 Appointments need to be kept, at convenient times and not cancelled 5 Sort out outstanding / ongoing repairs

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Different

approaches

Latest

Questions

Actionable

insight

Optimum

approach

Q. Do you feel safe and secure in…?

• Your home

• Your scheme

• Your community / neighbourhood / estate

(Very safe, quite safe, not very safe, not safe at all)

Q. Why don’t you feel safe?

53%

45%40%

44%

6% 8%1% 2%

Home Neighbourhood

Very safe Quite safe Not very safe Not safe at all

Digital

challenges

Does size

matter?

Page 10: SPBM Conference 2019 Denise Raine · Wanted to report the repair quickly 6 Appointments need to be kept, at convenient times and not cancelled 5 Sort out outstanding / ongoing repairs

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Different

approaches

Latest

Questions

Actionable

insight

Optimum

approach

Perception / Trust / Reputation

Q. To what extent do you agree or disagree with the following?

• Provides an effective and efficient service

• Providing the service expected

• Treats residents fairly

• Trust

• Good reputation

• Friendly and approachable staff

• Can rely on staff to do what they say they will

98%

96%

94%

92%

92%

89%

88%

Friendly and approachable staff

Provides an effective and efficient service

Providing service expected

Treats its residents fairly

Trust

Can rely on statff to do what they say they will do

Good reputation

Digital

challenges

Does size

matter?

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Different

approaches

Latest

Questions

Actionable

insight

Optimum

approach

Accountability, Empowerment & Involvement

Current questions:

• Kept informed

• Listens to your views and acts upon them

• Opportunity to make your views known

New questions & emerging themes:

• Ensuring residents who want to get involved have the opportunity

• Check residents feel landlord provides adequate opportunities to get involved

• Ensuring the opportunities are the right ones

• Asking ALL residents what information / metrics they would like to see if they wanted

to measure / evaluate the performance of their landlord (and that any feedback is

acted on)

• How residents want to access this information

• Do they or will they feel more empowered and that they can hold their landlord to

account with opportunities / measures available

• And if residents wanted to challenge the information, are there the right feedback

channels and action taken

Digital

challenges

Does size

matter?

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Different

approaches

Latest

Questions

Actionable

insight

Optimum

approach

Net Promoter ScoreHow likely would you be to recommend your

landlord to family or friends on a scale of 0

to 10, where 0 is not at all and 10 is

extremely likely?

34%

23%

31%

45%

39%

37%

48%

53%

57%

58%

96%

78%

84%

95%

87%

82%

93%

95%

94%

91%

Service I expect from my

landlord

Listens to views and acts on

them

Value for money of service

charge

Effective and efficient

service

Repairs & maintenance

service

Final outcome

Kept informed

Services provided by

landlord

Value for money of rent

Quality of home

Detractors (0 to 6) Promoters (9 & 10)

-38

-24

-19

-16

-10

-6

-6

-5

-3

3

8

10

12

13

15

15

15

16

17

23

25

26

26

26

28

29

30

30

30

30

32

33

33

33

34

35

35

39

40

40

43

46

47

48

49

52

56

60

65

65

73

75

76

78

London Borough

Council

Small HA (London)

Small HA

Welsh LSVT

LSVT

Welsh Council

ALMO

LSVT

LSVT

District Council

District Council

Welsh LSVT

LSVT

HA

LSVT

Small HA (London)

AVERAGE

Small HA

Small HA

Small HA

Small HA

LSVT

LSVT

LSVT

LSVT

Small HA

Non social landlord

Small HA

Small HA

Welsh HA

Small HA

Small HA

Almshouses

Small HA

LSVT

Small HA

LSVT

Small HA

Small HA

Small HA

Small HA

Small HA

Small HA

Small HA

HA (London)

Small HA (London)

London Borough

London Borough

Small HA (London)

Anon HA (London)

HA (London)

ALMO (London)

Small HA (London)

Digital

challenges

Does size

matter?

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Different

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Latest

Questions

Actionable

insight

Optimum

approach

Digital

challenges

Does size

matter?

SMS Text survey - responsive repairs

Completed

repairs

Surveyed

recently

No mobile

numbers/

invalid

numbers

Sent (valid

sample)Completed

Valid

Response

rate (%)

Apr-18 1008 77 270 661 100 15%

May-18 536 31 138 367 54 15%

Jun-18 849 64 216 569 80 14%

Jul-18 556 29 163 364 57 16%

Aug-18 790 40 229 521 67 13%

Sep-18 828 48 237 543 79 15%

Oct-18 1116 27 403 686 81 12%

Nov-18 965 63 268 634 85 13%

Dec-18 741 47 200 494 59 12%

Jan-19 691 31 192 468 49 10%

Feb-19 799 37 212 550 68 12%

Mar-19 964 51 198 715 94 13%

Total 9843 545 2726 6572 873 13%

12%

15%

14%

4%

11%

4%

9%

13%

11%

Overall services

Overall quality of home

Rent (VFM)

Service charge (VFM)

Neighbourhood as a place to

live

Ease of resolving enquiry

Overall customer service

experience

Repairs and maintenance

service

Listens to views and acts

Difference in survey method

(telephone - online)

• Based on 134 online surveys and

100 telephone interviews

• 63% of respondents from

telephone survey aged 60 or

over, compared with just 33%

online

• Online older respondents also

awarded lower scores

• Combined online and telephone

response age profile close to

total population

Page 14: SPBM Conference 2019 Denise Raine · Wanted to report the repair quickly 6 Appointments need to be kept, at convenient times and not cancelled 5 Sort out outstanding / ongoing repairs

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Different

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Latest

Questions

Actionable

insight

Optimum

approach

Digital

challenges

Does size

matter?

% of

survey

80% to

95%

5% to

20%

• Satisfaction scores – health check, KPIs, trends &

benchmarking

• Key driver analysis / Regression

Actionable insight / Service improvements

• What matters

• Open ended questions = Tenants voice

• What residents want

• Younger residents (expectations)

• Customer recovery

Page 15: SPBM Conference 2019 Denise Raine · Wanted to report the repair quickly 6 Appointments need to be kept, at convenient times and not cancelled 5 Sort out outstanding / ongoing repairs

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Different

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Latest

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Actionable

insight

Optimum

approach

Digital

challenges

Does size

matter?

What Mattered most when you contacted your landlord?

Repairs

39%

Customer

care (staff)

25%

Resolving

issues

19%

ASB

complaints

/

Complaints

7%

Call

handing

6%

Moving

home

2%

Information

2%

Other

0%

Repairs (39%)

Repair to be fixed quickly 52

Wanted to report the repair quickly 6

Appointments need to be kept, at convenient

times and not cancelled 5

Sort out outstanding / ongoing repairs 5

To fix repair without having to chase 2

Carrying out a professional repair, high quality 1

Do repair right first time 1

Everything to go smoothly (repairs) 1

Customer care (staff) (25%)

Speak to someone polite, helpful and

professional18

Speak to someone who would listen to

concerns, be understanding and take them

seriously

17

Good customer service 10

Keep promises - do what you say you will do 2

Resolving issues (19%)

Resolving query quickly 23

Deal with my issue and keep me informed 10

Get a positive result 1

Speak to the right person 1

To resolve two year issue 1

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Actionable

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Optimum

approach

Digital

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Does size

matter?

Younger residents

87%79%

84%78%

88% 92% 89%77% 74%

87%

71%

92%85%87% 83%

88%

72%

92% 92% 89%

76% 78%87%

68%

85% 90%95% 99%

92%81%

98% 99% 97%85%

91% 96%85% 86%

92%

Services provided

by landlord

Quality of home Neighbourhood as

a place to live

Value for money

of rent

Ease of contact Helpfulness of

staff

Deal with query

quickly and

efficiently

Final outcome of

enquiry

Repairs &

maintenance

service

Keeping tenants

informed

Listens to views

and acts on them

Grounds

maintenance

Appearance of

neighbourhood

34yrs and under 35-59yrs 60+yrs

8%

14%12% 11% 11%

5% 5%

8%11%

8% 9%

Services provided

by landlord

Quality of home Neighbourhood

as a place to live

Value for money

of rent

Ease of contact Helpfulness of

staff

Deal with query

quickly and

efficiently

Final outcome of

enquiry

Repairs &

maintenance

service

Keeping tenants

informed

Listens to views

and acts on them

Increase in satisfaction in the last two years

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Different

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Latest

Questions

Actionable

insight

Optimum

approach

Digital

challenges

Does size

matter?

Customer recovery

Example 1 - Small landlord, 90 responses

• 75% happy for landlord to see their comments and 73% of those can be re-contacted

• 11 residents not satisfied with their home

• 6 residents do not feel safe in their home and 5 in their neighbourhood

• 7 residents not satisfied with customer experience last time they made contact

• 8 residents not satisfied with repairs service

• 10 residents don’t think landlord listens to them

• Are they all the same people?

Example 2 – 140 survey responses

• What services could be improved?

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Different

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Latest

Questions

Actionable

insight

Optimum

approach

Digital

challenges

Does size

matter?

Optimum approach

• Careful consideration regarding frequency of main perception survey

• Quality and consistent approach to other surveys (transactional)

• Value for money

• Methodology – best response from residents

• Survey questions – what you, your staff and residents want to know,

understand and consult on

• Actionable insight and ensure resources are available after survey

• Ideally consistent approach over time to allow trend analysis and

benchmarking (if important)

• Ensure meet any sector / regulatory requirements

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Project group

Consultation stage

• Sector influencers

• Outer Sector

• UK Market research & agencies

• Academic review

• Sector innovators

• Technological advances

• All levels – Board, Senior Management,

Operational, front-line staff

• Practitioners – Researchers & Customer

Experience Teams

• Residents

Timetable

Getting involved / keeping up to date

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Any Questions?

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Denise Raine

01865 594330/07712 891656

[email protected]