NWA had been applying the statutory STATUS survey for more than a decade before it was replaced by the voluntary and less prescriptive STAR (Survey of Tenants and Residents) in 2011.
STAR gave us the flexibility to custom design surveys that inform virtually every aspect of a client’s operation. It also allows clients to benchmark performance against other housing associations.
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The following brief case studies illustrate the scope and variety of the Tenant Satisfaction Surveys we have delivered since 2011:
A North East local authority, which had been one of our STATUS clients since 2002, asked us to use STAR to gather feedback from tenants on the overall service they received and track current performance against previously established benchmarks.
Solution: We designed a questionnaire that included questions from previous STATUS surveys, with some STAR questions substituted to establish benchmarks for future comparisons. Additional questions relating to the service were included at the client’’ request.
Analysis & Reporting: A full report was produced for each section of the questionnaire. Statistically significant differences between sub groups – by geography; gender; age; ethnicity; employment status; length of tenure; property type, etc – were explored and commented upon.
A North East housing association asked us to gather data on wide-ranging service issues
Solution: We designed a questionnaire with sections on:- Services Provided; Contact with the Association; Your Home; Repairs to Your Home; Your Priorities; Your Neighbourhood; Anti Social Behaviour; Involving You; and You and Your Household. It was distributed to a random sample of tenants, with a follow up postal reminder to non respondents. A 38% return was achieved.
Analysis & Reporting: Data from the completed questionnaires was analysed to tables using cross breaks relating to geography, household composition, demography and protected characteristics. A full report was produced for each question and additional analysis was undertaken to assess key drivers of satisfaction and net promoter scores. Analysis of anti social behaviour against key indicators was also undertaken.
An East Midlands council, which has been an NWA client since 2005, requested its first STAR tenant satisfaction survey to review a number of key issues for two specific groups – general tenants and supported accommodation. T
Solution: We designed a questionnaire that included core questions from STAR plus additional questions relating to issues specific to the client. A postal reminder to non respondents helped achieve a 36.5% return.
Analysis & Reporting: Key Driver Analysis identified the main issues relating to tenant satisfaction and the report included comparisons, where relevant, between the two types of tenancy. Detailed presentations were made first to the Housing Management Senior Staff and secondly to the Council’s Chief Executive and Corporate Management Team, after which recommendations were added to the report.
Outcomes: The survey data informed strategic planning and also established a benchmark for future surveys.
As part of an ongoing initiative to improve service, a North East housing association asked us to use STAR to undertake a census of its tenants.
Solution: In anticipation of a potentially high percentage of non-returners, we transposed the survey we had developed with the client into an online format using SNAP software to ensure the maximum number of tenants had the opportunity to complete it. Non-returners were contacted by telephone and finally sent a second questionnaire. A return rate of 51.8% was achieved…
Analysis and Reporting: All data was entered into the SPSS Software Package and cleaned and analysed to tables using cross-breaks agreed with the Client.
We had carried out two STATUS surveys since 2009 for the housing service of a Home Counties Council that commissioned a STAR Tenant Satisfaction Survey to collect data relating to: a) the profile of its tenants and b) their views on the following issues: – housing and services; anti social behaviour; repairs and maintenance; communication; and value for money.
Solution: We repeated key questions from previous surveys in the questionnaire to enable comparisons. Profiling data was also available for some tenants so we developed two versions of the questionnaire: one with questions requesting demographic data and one without. Drawing on our previous experience, we sent out two postal reminders to non-returners and achieved a 45.6% return.
Analysis & Reporting: Data from the questionnaires was analysed using cross breaks of area, age group, gender, length of tenancy, household composition, number in household, ethnicity and presence of under 16s and over 65s. A half-day presentation to Housing Department staff featured Q & A sessions to encourage participation and help develop recommendations for inclusion in the final report.
A County Durham housing association commissioned us to carry out a census of its housing estate to enable comparisons with other providers via the HouseMark Benchmarking Service and with a STATUS survey we carried out in 2009.
Solution: We developed a questionnaire in conjunction with the client, providing a separate version specifically for residents in older persons’ housing. We took the opportunity to gather additional information on the impact of: – welfare reforms; anti social behaviour; financial conditions.
Analysis & Reporting: Key Driver and Quadrant Analysis were used to identify priority areas for development, while linear regression analysis was applied to investigate further the underlying causes or drivers of ‘overall satisfaction’ among tenants. Data from the two questionnaires was used to profile and compare issues facing general needs tenants and those living in older persons‘ accommodation. Results were calculated at estate level to help the client develop closely targeted solutions.