Your Views Matter Opening Doors – Enhancing Lives ... · Neighbourhood as a place to live -...

91.00%88.00%

85.00%83.00%

80.00%83.00%

99.00%95.00%

88.00%82.00%

93.00%94.00%

2012 2016

92.00%87.00%

79.00%74.00%

88.00%70.00%

81.00%71.00%

Quality of your home- Sheltered

Quality of your home- General Needs

Neighbourhood as a placeto live - General Needs

Neighbourhood as a placeto live - Sheltered

Value for money fromrent - General Needs

Value for money fromrent - Sheltered

Repairs & Maintenanceservice - Sheltered

Repairs & Maintenanceservice - General Needs

Value for money fromService Charge - Sheltered

Value for money fromService Charge - General Needs

Your Views Matter Residents Survey

Opening Doors – Enhancing Lives

Satisfaction with services General Needs and Sheltered

Satisfaction with our key services has decreased in four of the five areas when compared to the last satisfaction survey carried out in 2012. The survey found that there were higher levels of satisfaction for many aspects which we will explore in more detail below.

SATISFACTION WITH KEY SERVICES

As a resident of Clwyd Alyn and Tŷ Glas your feedback counts. Your views influence the way we plan and deliver our services and make improvements. In the summer, an independent market research company completed a telephone and online survey of 839 of our General Needs and Sheltered residents. For those residents who didn’t get the opportunity to complete a survey you can always share your Compliments, Concerns and Complaints with us by emailing [email protected]. If you would like the opportunity to receive future communication by email or telephone you can update your contact details using the Residents Portal or by emailing our Contact Centre on [email protected].

Clwyd Alyn and Tŷ Glas Housing Society welcomes suggestions to improve our services and deliver better value for money (VFM) to you our residents. Suggestions are particularly sought which are innovative and beneficial to us by cutting out waste and inefficiencies, and increase customer service, engagement and satisfaction. Residents can submit a value for money idea at any time, by emailing [email protected].

Thank you to all those who took part. We will look in detail at all of the results and compare them to the last survey so we know where we need to improve the services we deliver to you.

This report contains the key results for General Needs and Sheltered Housing.

Key AreasOVERALL LANDLORD SERVICES PROVIDED

Sheltered Residents General Needs Residents

90.00%84.00%

97.00%87.00%

2012

2016

94.00%83.00%

97.00%87.00%2012

2016

87.00%74.00%

92.00%79.00%

88.00%83.00%

91.00%85.00%




2012

2016

2012

2016

QUALITY OF HOME We are required to meet the Welsh Housing Quality Standards and maintain your homes. General Needs satisfaction has decreased by 4.00% and Sheltered by 3% since 2012. Comments made by our residents indicate that property condition is an area we need to concentrate on. We will work with our residents to improve areas of concern.


90.00%84.00%

97.00%87.00%

2012

2016

94.00%83.00%

97.00%87.00%2012

2016

87.00%74.00%

92.00%79.00%

88.00%83.00%

91.00%85.00%




2012

2016

2012

2016

REPAIRS AND MAINTENANCE Repairs and maintenance is one of the most important aspects for our residents. Satisfaction has decreased for our General Needs population by 5% since 2012. Sheltered units have also decreased by 5%. When looking at the individual elements specific aspects of actual repair work carried out has improved but the overall satisfaction does not reflect this.


90.00%84.00%

97.00%87.00%

2012

2016

94.00%83.00%

97.00%87.00%2012

2016

87.00%74.00%

92.00%79.00%

88.00%83.00%

91.00%85.00%




2012

2016

2012

2016

VALUE FOR MONEY - RENT More than ever before we need to take into account Value for Money. This means managing our resources economically, efficiently and effectively to provide quality services and homes, and planning for and delivering year-on-year improvements in value for money. Satisfaction has decreased for both general needs and sheltered residents since 2012.


90.00%84.00%

97.00%87.00%

2012

2016

94.00%83.00%

97.00%87.00%2012

2016

87.00%74.00%

92.00%79.00%

88.00%83.00%

91.00%85.00%




2012

2016

2012

2016

Customer Care - General Needs & ShelteredReassuringly a very high percentage of residents feel that we have friendly and approachable staff across all housing areas. Helpfulness of staff and ease of contact has also increased since the last survey due to the Groups commitment to customer care. Final outcome and speed of response has however reduced, we will work with our resident groups to understand the reasons for this.


97.67%96.34%

2.33%3.66%Disagree

Agree

2012 2016

79.00%77.92%

90.00%87.65%

90.00%94.61%

76.00%82.75%

Final Outcome

Dealing with queriesquickly and e�ciently

Helpfulness of Sta�

Ease of Contact

2012 2016

46.00%79.55%

64.00%77.22%

67.00%79.92%

89.00%92.53%

Moving andSwapping Home

Anti-Social Behaviour

Complaints

Enquiries Generally

DO YOU AGREE OR DISAGREE THAT CLWYD ALYN & TŶ GLAS HAVE FRIENDLY AND APPROACHABLE STAFF?


97.67%96.34%

2.33%3.66%Disagree

Agree

2012 2016

79.00%77.92%

90.00%87.65%

90.00%94.61%

76.00%82.75%

Final Outcome



Ease of Contact

2012 2016

46.00%79.55%

64.00%77.22%

67.00%79.92%

89.00%92.53%



Complaints

Enquiries Generally

Dealing with anti-social behaviour, complaints, moving or swapping home and enquiries are a high priority for our residents. Across all areas, there is an increase in satisfaction. Key areas to focus on are moving home, complaints and anti-social behaviour to understand why these aren’t higher and improve.


97.67%96.34%

2.33%3.66%Disagree

Agree

2012 2016

79.00%77.92%

90.00%87.65%

90.00%94.61%

76.00%82.75%

Final Outcome



Ease of Contact

2012 2016

46.00%79.55%

64.00%77.22%

67.00%79.92%

89.00%92.53%



Complaints

Enquiries Generally


02 03


This indicator takes into account services as a whole delivered by Clwyd Alyn and Tŷ Glas. Satisfaction among General Need’s residents has decreased by 3% since 2012. Satisfaction in our sheltered schemes has also decreased by 7%. We will look at individual ratings to find out why satisfaction has decreased and put measures in place to improve.

Digital Inclusion - General Needs & Sheltered Repairs and Maintenance - General Needs & ShelteredRepairs and maintenance is typically the major factor for satisfaction being the highest priority for our residents. Overall satisfaction for repairs has increased in all areas and is encouraging that in its fourth year PenAlyn has had a significant impact on the way you feel about the service. The focus for the PenAlyn team is to improve service delivery, increase customer satisfaction and reduce costs. The team will initially focus on the areas where satisfaction was below 90% and why the overall satisfaction rating reflects a different picture to that below.

41.96% 58.04%No Yes

3.70%

56.47%

34.09%

50.10%

Access the internetin other ways

Computer/laptop toaccess the internet

Tablet/iPad toaccess the internet

Mobile phone toaccess the internet

7.19%

37.17%

18.28%

62.63%

14.17%

63.45%

48.25%

67.35%

Other

Communication with others

Send and receive emails

Online banking

Social networking

Logging on to your Clwyd Alyn ‘Resident’s Portal’ account

Buying goods and services

Logging on to Clwyd Alyn’s website

RESIDENTS WHO HAVE ACCESS TO THE INTERNET?41.96% 58.04%No Yes

3.70%

56.47%

34.09%

50.10%





7.19%

37.17%

18.28%

62.63%

14.17%

63.45%

48.25%

67.35%

Other



Online banking

Social networking




HOW YOU ACCESS THE INTERNET

41.96% 58.04%No Yes

3.70%

56.47%

34.09%

50.10%





7.19%

37.17%

18.28%

62.63%

14.17%

63.45%

48.25%

67.35%

Other



Online banking

Social networking




WHAT YOU DO ON THE INTERNET

2012

2016

90.00%

74.00%

2016 2012

93.44%84.00%

94.28%84.00%

89.58%78.00%

98.22%91.00%

Quality of the repairs service youhave received on this occasion

Contractors doing the job you expect

Repair being done 'right first time'

Keeping dirt and mess to a minimum

94.21%86.00%

Overall quality of work

98.41%93.00%

87.63%78.00%

87.95%81.00%

88.74%84.00%

Attitude of workers

89.38%85.00%

Speed of completion

Time taken before work started

Able to make an appointment

Told when workers would call

REPAIRS & MAINTENANCE

Gas servicing is a legal requirement to check all your appliances are working and are safe to use. Satisfaction has decreased 16% since 2012. Gas servicing is carried out for us by an external contractor. We will continue to work with our contractor to improve the service they provide to you.

Quality of the repairs service you have received on this occasion

Contractors doing the job you expect

Time taken before work started

Speed of completion

Attitude of workers

Overall quality of work

Keeping dirt and mess to a minimum

Repair being done 'right first time'

Told when workers would call

Able to make an appointment

93.44%

94.28%

89.58%

98.22%

94.21%

98.41%

89.38%

87.63%

87.95%

88.74%

84.00%

84.00%

78.00%

91.00%

86.00%

93.00%

85.00%

78.00%

81.00%

84.00%

2016 2012

2012

2016

90.00%

74.00%

HOW SATISFIED ARE YOU WITH THE GAS SERVICING ARRANGEMENTS - GENERAL NEEDS

Digital access and skills are becoming vital to maintaining residents’ financial health and wellbeing. The digital world is changing and Clwyd Alyn Housing Association and Tŷ Glas Housing Society with it. Digital access and skills give residents great choice to lower cost services, can improve their employability, and connect with those isolated with friends and relatives.

Our aim from the survey was to find out how many of our residents have access to the internet and what they use the internet for, this will then enable us to help residents who are not online to overcome the barriers.

58% of residents who responded have access to the internet in some form, with over half of residents accessing the internet via computer / laptop (56%) and (50%) accessing the internet via mobile phone. The most popular activity residents do online, is sending and receiving emails (67%), closely followed by social networking (63%) and buying goods and services (62%).


04 05


AccountabilityOur residents are central to everything we do at Clwyd Alyn and Tŷ Glas and we want to make sure that they are at the heart of our policies, strategies and day to day working. The aim of Accountability is to ensure that we have an obligation to account for our activities, accept responsibility for them and disclose the results in a transparent manner. Clwyd Alyn and Tŷ Glas ensure we are Accountable to a host of different organisations and residents. We have invested heavily over the past four years to ensure that residents truly are at the heart of everything we do. The performance below is a reflection of this work with the exception of ‘Listens and Acts’ performance demonstrates high levels of satisfaction particularly in our sheltered schemes. We will continue to work with our residents to ensure that these levels increase.

We asked our residents “If we could improve one thing, what would you like it to be?” We thought we would share with you some of the comments that will help us to focus on what is important to you and will be the basis of our improvement plans.

HOW WELL DO YOU FEEL CLWYD ALYN & TŶ GLAS ARE AT…

KEEPING YOU INFORMED

Sheltered General Needs

94.15%89.73%

5.85%10.27%Poor

Good

84.57%78.82%

15.43%21.18%Dissatisfied

Satisfied

92.68%90.97%

7.32%9.03%Disagree

Agree

95.24%89.82%

4.76%10.18%Disagree

Agree

91.79%89.78%


Satisfied

94.79%92.24%


Satisfied

94.81%86.19%

5.19%13.81%Disagree

Agree

97.67%96.34%

2.33%3.66%Disagree

Agree


Sheltered General Needs Sheltered General Needs



MAKING YOUR VIEWS KNOWN

LISTENS & ACTS ON VIEWS


94.15%89.73%

5.85%10.27%Poor

Good

84.57%78.82%


Satisfied

92.68%90.97%

7.32%9.03%Disagree

Agree

95.24%89.82%

4.76%10.18%Disagree

Agree

91.79%89.78%


Satisfied

94.79%92.24%


Satisfied

94.81%86.19%

5.19%13.81%Disagree

Agree

97.67%96.34%

2.33%3.66%Disagree

Agree





TREATS YOU FAIRLY

EFFECTIVE & EFFICIENT SERVICE


94.15%89.73%

5.85%10.27%Poor

Good

84.57%78.82%


Satisfied

92.68%90.97%

7.32%9.03%Disagree

Agree

95.24%89.82%

4.76%10.18%Disagree

Agree

91.79%89.78%


Satisfied

94.79%92.24%


Satisfied

94.81%86.19%

5.19%13.81%Disagree

Agree

97.67%96.34%

2.33%3.66%Disagree

Agree





THE SERVICE I EXPECT

GOOD REPUTATION IN THE AREA


94.15%89.73%

5.85%10.27%Poor

Good

84.57%78.82%


Satisfied

92.68%90.97%

7.32%9.03%Disagree

Agree

95.24%89.82%

4.76%10.18%Disagree

Agree

91.79%89.78%


Satisfied

94.79%92.24%


Satisfied

94.81%86.19%

5.19%13.81%Disagree

Agree

97.67%96.34%

2.33%3.66%Disagree

Agree





FRIENDLY & APPROACHABLE STAFF

Sometimes hardto get in touch with

I’m a pensioner - I’veheard that someone

can come and decorate but it is hard to get hold of someone

Repair timescalesimproved

Responding to queries andmembers of

staff returningphone calls

Keeping contact with the tenants,

coming to the property and checking on residents

Whenever I have work done it has always been excellent. The

workmen have always done a good job and clean up after themselves. The boiler needs replacing. It is not economical

and is very temperamental

I would like a better system for

dealing with complaints, and an expectation that

property exteriors are kept to a certain standard to avoid

causing problems for neighbours

I don’tknow reallyit’s perfect!

I am justhappy witheverything

Listening tothe people

The decoration. Ican’t decorate myself now so it would have been nice

if they had decorated it before I moved in


94.15%89.73%

5.85%10.27%Poor

Good

84.57%78.82%


Satisfied

92.68%90.97%

7.32%9.03%Disagree

Agree

95.24%89.82%

4.76%10.18%Disagree

Agree

91.79%89.78%


Satisfied

94.79%92.24%


Satisfied

94.81%86.19%

5.19%13.81%Disagree

Agree

97.67%96.34%

2.33%3.66%Disagree

Agree






94.15%89.73%

5.85%10.27%Poor

Good

84.57%78.82%


Satisfied

92.68%90.97%

7.32%9.03%Disagree

Agree

95.24%89.82%

4.76%10.18%Disagree

Agree

91.79%89.78%


Satisfied

94.79%92.24%


Satisfied

94.81%86.19%

5.19%13.81%Disagree

Agree

97.67%96.34%

2.33%3.66%Disagree

Agree






94.15%89.73%

5.85%10.27%Poor

Good

84.57%78.82%


Satisfied

92.68%90.97%

7.32%9.03%Disagree

Agree

95.24%89.82%

4.76%10.18%Disagree

Agree

91.79%89.78%


Satisfied

94.79%92.24%


Satisfied

94.81%86.19%

5.19%13.81%Disagree

Agree

97.67%96.34%

2.33%3.66%Disagree

Agree






94.15%89.73%

5.85%10.27%Poor

Good

84.57%78.82%


Satisfied

92.68%90.97%

7.32%9.03%Disagree

Agree

95.24%89.82%

4.76%10.18%Disagree

Agree

91.79%89.78%


Satisfied

94.79%92.24%


Satisfied

94.81%86.19%

5.19%13.81%Disagree

Agree

97.67%96.34%

2.33%3.66%Disagree

Agree






06 07


You say – we doCarrying out this survey is just part of the work Clwyd Alyn and Tŷ Glas does to involve you in developing services. As well as publishing the results of the survey the Association plans to put the findings to good use by working with residents to make further improvements to the services provided.

Responsibility for the management of Clwyd Alyn and Tŷ Glas rests with the Board of Management who have a wealth of skills and experience gained over many years, and offer their services and expertise on a voluntary basis.

If you would like to find out more information about the survey or how to get involved please contact Gareth Hughes Roberts our Community Involvement Officer on 01745 536843 or [email protected]

For general enquiries, help with the Resident Portal or to let us know what your email address is please email [email protected]

I would like to take the opportunity once more to thank you for your input, without your help and comments we wouldn’t be able to improve the services we provide to you. We will publish improvements in future newsletters and on our website.

THE MANAGEMENT TEAM

Mr Graham WorthingtonGroup Chief Executive

PublishFindings

ActionPlan

Involveresidents in shaping

improvements

Mr Trevor HendersonDeputy Group Chief Executive

Mr Paul SeymourCorporate Director Resident Services

Mr David LewisCorporate Director Asset Management Services


Like us: facebook.com/PennafHGroup www.pennafgroup.co.ukFollow us: @PennafHGroup


Clwyd Alyn and Tŷ Glas are charitable Registered Societies.

Your Views Matter Opening Doors – Enhancing Lives ... · Neighbourhood as a place to live -...

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