Star Survey Results 2019 · 2020. 6. 1. · 80.00% 86% 84% 84% 83% 82.60% 80.10% 80.21% 7.00% 5% 7%...
Transcript of Star Survey Results 2019 · 2020. 6. 1. · 80.00% 86% 84% 84% 83% 82.60% 80.10% 80.21% 7.00% 5% 7%...
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Star Survey Results 2019
Resident Scrutiny Panel
11th December 2019
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Star Survey 2019
• Housemark Methodology
• Census Survey
• By Post – two mail-outs
• June - August
• Tenants, Shared Owners & Leaseholders
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Star Survey Responses
Tenure No. of Responses
Response Rate Margin of Error
All Tenancies 1334 36% ±2.00%
bdht Social & Affordable 1276 36% ±2.00%
Leasehold 63 33% ±10%
Shared Ownership 76 37% ±9%
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Commitments & Promises
Service Excellence –
• 95% customer satisfaction
• Net Promoter Score – Target +40
Golden Rules – Protect Services to Customers
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Affordable & Social Overall Trend
28.10%38% 37% 40.20%
45.00%54.0%
59.17% 58.35%
48.50%
45% 51% 46.90% 40.00%
37.9% 31.07% 31.55%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
2004 2006 2008 2010 2012 2013 2017 2019
Overall Satisfaction
1 - Very satisfied 2 - Fairly satisfied
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Affordable & Social Overall
54.0%
59.17%
58.35%
37.9%
31.07%
31.55%
3.9%
4.53%
4.36%
2.5%
2.62%
3.40%
1.6%
2.60%
2.34%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
2013
2017
2019
Overall Satisfaction with Services Provided by bdht2013 -2019
1 - Very satisfied 2 - Fairly satisfied 3 - Neither satisfied nor dissatisfied 4 - Fairly dissatisfied 5 - Very dissatisfied
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Overall Satisfaction Shared Owners
62.50%
74.14%68.92%
32.50%
10.34% 12.16%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
2015 2017 2019
Shared Owner: Overall Satisfaction with Services Provided
Satisfied Dissatisfied
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Overall Satisfaction Leaseholders
46.94%
39.39%34.62%
70.97%74.00%
81.36%
24.49%21.21%
38.46%
12.90% 14.00%
6.78%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
2009 2010 2012 2015 2017 2019
Leasehold: Overall satisfaction with services provided
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Net Promoter Score S & A
60.11%
59.71%
61.21%
41.04%
22.12%
22.23%
21.75%
28.71%
17.77%
18.05%
17.04%
30.25%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
bdht Social and AFR Rent
bdht GN
bdht HfOP
Market Rent
Net Promoter Score by Need Category
Promoters Passives Detractors
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Net Promoter Score S & A
19
26
37
42
0
5
10
15
20
25
30
35
40
45
2012 2013 2017 2019
Net Promoter Score
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Net Promoter Score Shared Owners
-17.50%
-15.00%
-2.63%
-20.00%
-18.00%
-16.00%
-14.00%
-12.00%
-10.00%
-8.00%
-6.00%
-4.00%
-2.00%
0.00%
2015 2017 2019
Net Promoter Score
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Net Promoter Score Leaseholders
2015 2017 2019
Leaseholder NPS - 20 - 39 0
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Quality of Home S & A
84.00%
88%
90%89%
88%87.44% 87.75%
75.00%
80.00%
85.00%
90.00%
95.00%
100.00%
2004 2006 2008 2010 2012 2017 2019
Social & Affordable Rent - Satisfaction with Quality of Home
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Keeping Tenants Safe in Their Home
95.08% 94.95% 95.52%
84.04%
75.00%
80.00%
85.00%
90.00%
95.00%
100.00%
bdht Social and AFR Rent bdht GN bdht HfOP Market Rent
Rated "Good" at Keeping Tenants Safe in Their Home
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Repairs & Maintenance S & A
76%80%
85%81% 82%
89.0% 88.21% 87.63%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2004 2006 2008 2010 2012 2013 2017 2019
Social & Affordable Satisfaction with the way bdht deals with repairs and maintenance
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Repair Elements S & A
92.32%
90.57%
88.38%
90.60%
95.71%
91.18%
93.59%
85.78%
89.22% 89.84%
75.00%
80.00%
85.00%
90.00%
95.00%
100.00%
Being toldwhen
workers willcall
Being ableto make an
appointment
Time takenbefore work
started
The speedof
completionof the work
The attitudeof workers
The overallquality of
work
Keeping dirtand mess toa minimum
The repairbeing done"right first
time".
Thecontractorsdoing thejob you
expected
The repairsservice youreceived on
thisoccasion
Social & Affordable Satisfaction 2019 - Repair Elements
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Neighbourhood as a Place to LiveS & A
82.50% 82% 82%
88% 87% 85.50% 85.43% 84.65%
10.10% 11% 11%8% 9% 9.00% 9.40% 9.21%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
2004 2006 2008 2010 2012 2013 2017 2019
Social & Affordable: Satisfaction with Neighbourhood
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Neighbourhood as a Place to Live SO
59.00%
83.33% 84.21%
36.00%
5.00%10.53%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
2015 2017 2019
Shared Owner: Neighbourhood as a place to live
Satisfied Dissatisfied
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Neighbourhood as a Place to Live LH
67.35%
55.88%
76.00%
61.29%
86.21%82.54%
16.33%11.76%
8.00%
32.26%
6.90% 7.94%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
2009 2010 2012 2015 2017 2019
Neighbourhood as a place to live
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Neighbourhood Problems S & A
1.38%2.84% 2.80%
12.08%
7.86% 7.24%
2.93%
13.82%
6.28%3.98%
17.35%
10.08%
22.58%
18.93%17.49%
4.46%
19.54%
19.07%
0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
30.00%
35.00%
40.00%
Abandoned orBurnt Out Vehicles
Vandalism ofGraffiti
People damagingyour property
Noisy Neighbours Disruptivechildren/teenagers
Drunk or rowdybehaviour
Racial or otherharassment
Drug use ordealing
Other crime
Social & Affordable : Major/Minor Neighbourhood Issues
Major Problem Minor Problem
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Neighbourhood Problems SO
1.41% 2.82%0.00%
12.50%15.49%
9.86%
0.00%
9.72%
2.90%
5.63%
11.27%
11.27%
20.83%
26.76%
15.49%
4.23%
16.67%
18.84%
0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
30.00%
35.00%
40.00%
45.00%
Abandoned orBurnt Out Vehicles
Vandalism andGraffiti
People DamagingYour Property
Noisy Neighbours Disruptive Childrenand Teenagers
Drunk and RowdyBehaviour
Racial or OtherHarassment
Drug Use orDealing
Other Crime
Neighbourhood Issues
Major Problem Minor Problem
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Neighbourhood Problems LH
1.64% 1.69%4.76%
11.86%
5.26%
13.56%
1.67%
14.29%
3.57%
11.48%
20.34% 15.87%
27.12%
22.81%
16.95%
3.33%
19.05%
23.21%
0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
30.00%
35.00%
40.00%
45.00%
Abandoned orBurnt Out Vehicles
Vandalism ofGraffiti
People damagingyour property
Noisy Neighbours Disruptivechildren/teenagers
Drunk or rowdybehaviour
Racial or otherharassment
Drug use ordealing
Other crime
Neighbourhood Issues
Major Problem Minor Problem
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Listening & Acting on Views S & A
73% 73.80% 75.29% 73.47%
11%8.60% 9.89% 10.65%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2012 2013 2017 2019
Social & Affordable: Satisfaction That bdht Listens & Acts on Views
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Listening & Acting on Views SO
33.33%
50.85%
41.10%38.46%
22.03%24.66%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
2015 2017 2019
Shared Owner: Listening and acting on views
Satisfied Dissatisfied
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Listening & Acting on Views LH
46.67%
61.67%
55.93%
20.00% 18.33%
11.86%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
2015 2017 2019
Leaseholder satisfaction that bdht listens and acts on views
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Keeping Informed S & A
80.00%
86% 84% 84% 83% 82.60%80.10% 80.21%
7.00% 5% 7% 6% 7% 7.10% 7.35% 6.48%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
2004 2006 2008 2010 2012 2013 2017 2019
Social & Affordable - Keeping You Informed - "Good" or "Poor"
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Keeping Informed SO
47.50%
67.80%
50.68%
32.50%
16.95% 17.81%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
2015 2017 2019
Shared Owner: Being kept informed
Good Poor
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Keeping Informed LH
70.00%
44.83%
61.40%
10.00%
36.21%
19.30%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
2015 2017 2019
Keeping Informed
Good Poor
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Customer Care – Staff are Helpful S & A
81%
87%90%
85%90.00%
87.30% 85.33% 84.19%
10%5% 4% 5% 4.00% 4.40% 5.68% 4.50%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2004 2006 2008 2010 2012 2013 2017 2019
Staff are Helpful/Unhelpful
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Customer Care – Staff are Helpful SO
75.00%
61.07%
6.82%
21.28%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
2017 2019
Shared Owner: Helpfulness of staff
Helpfulness of staff Unhelpful
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Customer Care – Staff are Helpful LH
57.14%
72.73%
14.29%6.06%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
2017 2019
Helpfulness of staff
Helpful Unhelpful
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Rent as VfM S & A
72%
80% 80%84% 85% 83.60%
86.64% 88.42%
10%7% 8% 6% 7% 6.40% 4.94% 4.36%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2004 2006 2008 2010 2012 2013 2017 2019
Social & Affordable; Satisfaction that Rent Provides VfM
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Rent and service charges as VfM SO
40.00%
52.54%
45.95%42.50%
27.12%31.08%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
2015 2017 2019
Shared Owner: Rent and service charges providing value for money
Satisfied Dissatisfied
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Rent and service charges as VfM LH
67.74%
54.24%59.68%
19.35%
28.81%
14.52%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
2015 2017 2019
Service charges providing VfM
Satisfied Dissatisfied
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Key Drivers of Satisfaction
-1 +10
Stronger Positive
Correlation
Stronger Negative
Correlation
No
Correlation
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Key Drivers of Satisfaction A & S
Indicator Correlation
with Overall
Satisfaction
Repairs and Maintenance +0.62
Quality of Accommodation +0.58
Listening & Acting on Views +0.55
Keeping Customer Informed +0.52
Safety in Home +0.48
Rent Providing VfM +0.48
Service Charges Providing VfM +0.48
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Key drivers of satisfaction: Shared Owners
Correlation of overall satisfaction with bdht as a
landlord with ……….
Correlation
External building repairs and maintenance 0.79
Listening and acting on views 0.65
Getting hold of the right person 0.65
Repairs to communal areas 0.62
Keeping shared owners informed 0.59
Helpfulness of staff 0.56
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Performance against targets
• Corporate Themes – Service Excellence –95% customer satisfaction – No - 90%
• Net Promoter Score – Target +40 Yes +42
• Golden Rules – Protect Services to Customers
Yes – satisfaction levels have been maintained
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Areas for Future Focus
• How can we get even better in delivering customer service – we will be asking staff and customers for ideas;
• Neighbourhoods – tackling ASB in identified “hotspots”;
• Capital investment in identified ‘community plan’ areas;
• Listening and acting on views – understand what we need to do differently;
• Review how we ensure residents are kept informed.
Flexibility for the future
Questions/Comments