Newlon housing trust customer satisfaction surveys 2014 15
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Newlon Housing Trust: Customer Satisfaction Surveys 2014/15. Q1-3. Contents. Methodology Customer Satisfaction survey - Summary of key results - What drives overall satisfaction Repairs survey - Summary of key results Conclusions. Methodology.

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Newlon Housing Trust: Customer Satisfaction Surveys 2014/15

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Newlon housing trust customer satisfaction surveys 2014 15

Newlon Housing Trust: Customer Satisfaction Surveys 2014/15

Q1-3


Contents

Contents

  • Methodology

  • Customer Satisfaction survey

    - Summary of key results

    - What drives overall satisfaction

  • Repairs survey

    - Summary of key results

  • Conclusions


Methodology

Methodology

  • Research programme consists of two telephone surveys: Customer Satisfaction, and Responsive Repairs.

  • Fieldwork takes place on a quarterly basis, with 250 Customer Satisfaction, and 200 Repairs interviews completed each quarter.

  • For the Customer Satisfaction survey we interview a sample of tenants with targets set by tenure type, while for the Repairs survey we interview tenants who have had a repair completed in the last 3 months.

  • To ensure the results are representative of Newlon’s overall stock, the Customer Satisfaction data is weighted by tenure type (General Needs, Leaseholder, Intermediate rents) and no. of bedrooms (1, 2, 3, 4+). The Repairs data is also weighted by no. of bedrooms, as well as by contractor (Breyer, BSW Heating, R W Porter Electrical, and others).

  • Interviewing for Q1 took place Jan- Feb 2014, Q2 interviewing in May 2014, and Q3 in Aug 2014


Customer satisfaction survey

Customer Satisfaction Survey


Satisfaction with overall service

Satisfaction with overall service

Overall Service Satisfaction - Q1-3

Overall Service Satisfaction – by wave

BMG London benchmark: 67%

HouseMark London average: 77%

9%

Base: Q1-3 (757)

Bases as shown


Repairs and maintenance

Repairs and maintenance

Satisfaction with repairs and maintenance - by wave

Satisfaction with repairs and maintenance – Q1-3

BMG London benchmark: 62%

30%

10%

12%

Base: Q1-3 (757)

Bases as shown


Overall satisfaction with home listening to customers

Overall satisfaction with home/listening to customers

Satisfaction with condition of home - Q1-3

Satisfaction Newlon listens to views and acts upon them – Q1-3

BMG London benchmark: 73%

33%

BMG London benchmark: 55%

22%

40%

8%

19%

10%

12%

8%

13%

73%

24%

18%

Base: Q1-3 (757)


Satisfaction with rent service charge as value for money

Satisfaction with rent/service charge as value for money

Satisfaction with rent as value for money - Q1-3

Satisfaction with service charge as value for money – Q1-3

BMG London benchmark: 65%

37%

12%

19%

Base: Q1-3 (757)

Base: Q1-3 (571)


Satisfaction by area

Satisfaction by area

Significantly lower than Haringey (95% confidence level)


Contact in last 12 months

Contact in last 12 months

Contact with Newlon in last 12 months - Q1-3

Reason for contact - Q1-3

Q3: 62%

GN: 63%

Leaseholders / shared owners: 68%

IR: 77%

Q3: 74%

GN: 81%

Leaseholders / shared owners: 66%

IR: 84%

Base: Q1-3 (757): GN (515), Leaseholders / shared owners (163), IR (79)

Base: Q1-3 (497): GN (326), Leaseholders / shared owners (110), IR (61)


Customer satisfaction with query handling

Customer satisfaction with query handling

Base: Q1-3 (497)


What drives service satisfaction

What drives service satisfaction?

Source: STAR benchmarking service: Analysis of findings 2012/13, HouseMark March 2014


Responsive repairs survey

Responsive Repairs Survey


Rating of different aspects of the repair service

Rating of different aspects of the repair service

Satisfaction by wave

Base: Q1-3 (602)

Significantly different to Q3 (95% confidence level)


Appointment making and keeping

Appointment making and keeping

Appointment convenient – Q1-3

Appointment kept – Q1-3

2013 STAR: 79%

Q3: 83%

Q3: 85%

Base: Q1-3 (602): Breyer (289), BSW (138), R W Porter (69), Others (106)

Significantly different to RW Porter (95% confidence level)


Repair completed right first time

Repair completed ‘right first time’?

Repair completed ‘right first time’ – Q1-3

Q3: 70%

Base: Q1-3 (602): Breyer (289), BSW (138), R W Porter (69), Others (106)

Significantly different to RW Porter (95% confidence level)


Conclusions

Conclusions


Conclusions1

Conclusions

  • Key results for the Customer Satisfaction survey have remained in line with Q2, with scores remaining below what we have seen from other London organisations

    • There are significant differences in satisfaction by ward, with Haringey significantly outperforming the other wards where we can make a comparison (Tower Hamlets, Hackney, Islington)

  • However, Repairs scores have improved from Q1, which indicates an upward trend in performance over time (especially when the results of the 2013 STAR survey are taken into account)

  • Although they do not receive a repairs service, most contact from leaseholders and shared owners relates to repairs

    • There may be scope in future waves to look at what repairs leaseholders/shared owners are enquiring about

  • Given the strong relationship between repairs and overall service satisfaction, we would expect the gains made in repairs to lead to increases in overall service satisfaction over time

    • There may also be scope in future waves to look at the views of those who are still waiting to have a repair done


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