Annual Report for Residents 2018-19 Listening to your feedback
Welcome to your Annual Report for Residents 2018-19 In this report we look at the results of the latest annual satisfaction survey. It includes a summary of what you said, and some of the actions we are taking to improve. Key management staff have looked closely at the results and read all of your comments. This year was our best response rate ever, with 56% of you filling in a survey!
Thank you so much if you took the time to complete the survey. Your answers will help to improve the service for you and others.
Inside Your Home
3
7
Your Support
Repairs
4
8
Getting in Touch
Cleaning
5
9
Your Goals
Staff
6
10
Overall Satisfaction
Prize Draw Winner Everyone who completed a survey was entered into a prize draw to win a hamper. A random name was picked out by Megan, and Julie in Derbyshire was the lucky winner. Congratulations Julie!
Your Home Quality We are pleased that more than three quarters of you are happy with the quality of your home. Some of you said that your home needs decorating. We continually update the decor of properties as and when needed as part of our property standard.
Close to cathedral, city centre, my courses and church. Really perfect.
I like the size and views. It’s fairly modern and comfortable. I feel lucky to have it. I like living on my own and it does feel like home.
76%
QUALITY Happy with the quality of your home
Good mix in the house
78%
LOCATION Happy with the location of your home Location We listen to where people tell us they want to live, and do all we can to make sure you move into a home close to people and places that you know. If this is not possible, we may have to place you somewhere else, but this should only be temporary.
87%
HOUSEMATES Get along with your housemates
Housemates It is fantastic that 87% of you get along with your housemates. We do our best to match you with people that you will get on with. Not all Derventio homes are shared, and many of you without housemates commented that you get on well with your neighbours, which is great to hear!
The residents in the flats are all quiet and thoughtful of others. Whenever I see anyone, they are always friendly and polite.
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Repairs 83%
QUALITY Happy with the overall quality of the repair work
The repair was carried out by a nice chap, and was completed in no time
67%
SPEED Happy with how quickly the job was completed
EMERGENCY REPAIRS
Within 48 hours Examples: Broken boiler (no hot water), front door not secure, broken window, gas leak, water leak
91%
Maintenance staff There were lots of positive comments about the team, and 91% of you said that they have a good or excellent attitude when visiting your home.
STAFF Happy with the attitude of the workers Repair workers are excellent and very friendly Gardens We have new ground maintenance staff who will be tidying up your gardens this spring and summer.
Heating Some jobs are the responsibility of the property owner, including heating and boiler issues. We will contact them to carry out the repairs.
URGENT REPAIRS
Within 7 working days Examples: Light bulbs, damaged interior door, broken cooker, broken fridge, broken shower Page 4
When repairs are reported can take a good few weeks. I’m still waiting on a few repairs
ROUTINE REPAIRS
Within 1 month Examples: Broken washing machine, plastering, decor, cleaning carpets, broken furniture, rubbish removal
Photo credit: Jon Legge
60%
Cleaning 78%
JOB STARTED Happy with how quickly the job was started
CLEANING Happy with the cleaning service provided by Derventio
Notice of visits Some people said that you would find it helpful to know when the maintenance engineers will be attending. Because the team responds to emergency repairs and unexpected jobs often come up, it is not possible to pinpoint what time they will visit.
Everyone is pleasant and do a really good job Communal areas The cleaning service is part of your service contract. The cleaners work on communal areas only and don’t wash pots or empty bins. Residents are welcome to do some cleaning. This will give the cleaners more time for bigger jobs (like the oven) when they visit. They aim to visit each property at least once a month.
I’d like to know when they are coming so I won’t be in the shower or getting anxious about when they will arrive.
Use better cleaning stuff. Smells like cheap horrid pine.
Shower, room door handle. My jobs are always completed and the workers are very helpful
Products We don’t like the pine smell either! We are switching to a different product.
The cleaning crew do a wonderful job every time they come Page 5
Photo credit: Jon Legge
Staff 90%
LISTEN Agree that staff listen to what you have to say
They’re always very genuine, understanding and approachable
91%
PROFESSIONAL Believe that staff act in a professional manner
I am treated as an adult
House meetings We have started giving a 2-hour slot for house meetings. This is because staff sometimes have unexpected emergencies or phone calls to deal with. They should always be with you within the time slot.
91%
I cannot find fault in any staff member that I have met. Friendly, approachable and always have time for us.
EXPLAIN Agree that staff explain things so you understand
They build good rapport and are respectful, but know how to be encouraging with warmth
Feedback for staff You gave lots of good comments and feedback about individual members of staff. These comments have been passed on by managers.
89%
INFORMED Say that staff keep you informed
My support worker is very good. She listens to me and helps me with anything I talk to her about. Page 6
Photo credit: Jon Legge
Your Support They are understanding and supportive when I’ve gone to work assessment interviews and filling in difficult assessment forms
59%
SUPPORT NEEDS Agree that your support needs are being met Support needs Only 59% of you feel that your support needs are being met. All residents should have an individual support plan that tells you what your goals are and what actions have been taken. We also have a support coach service available for extra support. If you feel you need more support please speak to your housing officer.
69%
HEALTH The support has improved your health and wellbeing Universal Credit The roll-out of Universal Credit has meant a lot of work for staff, including working with individuals to set up paperwork. 67% of you say we have helped with your finances and benefits.
67%
FINANCES The support has helped with your finances and benefits
62%
LIFE SKILLS The support has helped you develop your life skills
62%
Derventio has seen me through difficult times
With being in a Derventio home it has opened more doors to explore
GOALS The support has helped you move closer to your goals Page 7
Photo credit: Jon Legge
Getting in Touch 88%
80%
CONTACT Find it easy to get in touch with Derventio staff
I sometimes feel nervous talking on the phone so it’s good to be able to talk or text face to face or even leave a note if I’m out
75%
ON-CALL Satisfied with how your emergency call was dealt with Excellent response
What were your complaints about 22% of you said you have made an informal or formal complaint in the last 12 months. Most were about your housemates. We were glad to see that only 3% were about Derventio services.
OPINIONS Feel you have enough chances to express your views On-call emergency number Three quarters of you said you are satisfied with how your emergency call was dealt with. Please remember that calls can’t always be answered immediately, as on-call staff are not at work and may be driving or in the shower, for example. We will always get back to you within 10 to 30 minutes, so don’t worry if your call is not picked up straight away.
51%
COMPLAINTS Satisfied with how your complaint was dealt with Housemates 52% 6% 3%
Staff
21% Property Our Services 17% Other Page 8
Complaints procedure If you have any concerns please speak to a member of staff. You can make a formal complaint in writing to Derventio Housing Trust, 33 Boyer Street, Derby, DE22 3TB or info@derventiohousing.com
Your Goals My anxiety and bipolar has been much better since I moved in
70%
BETTER LIFE Say your life has been better since you moved here
67%
CHANGES Say that living here has helped you to make positive changes
60%
CONFIDENT Say that living here has helped you to feel more confident
58%
SKILLS Say you are gaining the skills needed to avoid being homeless
I would not say that my life is better but I am getting there slowly
What has been your biggest achievement or change during your time with Derventio?
Joining in with groups has helped me trust people and believe in myself as well as gaining confidence and motivation
I now see my son on a regular basis and I have a job
My health, my attitude
I’ve started to help out more with other people
Reducing alcohol intake to virtually nil. Enjoying time at Growing Lives
Building some savings
Learning English
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Being signed off by the mental health team and getting a permanent library card
Completing a course at college in horticulture. Coming 3rd place in a gardening competition
Satisfaction Only 3% of you said you are unhappy with the service on the whole, with 86% of you satisfied overall. We will take on board all of your comments to help us to continue to improve the service for you and future residents.
Very fair and good value
86%
OVERALL Satisfied with the service on the whole Good house, nice location, fantastic support worker
It’s a very tough undergoing to run a housing trust and keep everyone happy
76%
SERVICE CHARGE Satisfied that your rent/service charge is value for money Excellent service
I am very happy with the support I have had. I have relapsed mental health and drugs and feel I have been supported through these difficult times
I have met lots of very friendly and helpful staff - and I really appreciate their patience, kindness, understanding and thoughtfulness. I don’t know how I would have managed without Derventio.
I feel safe and secure knowing I’ve a roof over my head and people who care It’s a very good service with friendly staff
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Overall Satisfaction I was homeless before. I’ve now started sorting my life out and stopped having cannabis.
Rent Your rent may seem high, but remember that it includes all costs for gas, electric, council tax and TV licence. We convert this into a flat rate to make it as fair as possible.
Made loads of really good life friends
The fact that I have a home to go to has helped me find my sense of purpose again
It’s great to have a roof over my head. Also it’s great to be in a house where there is no alcohol
84%
RECOMMEND Would recommend Derventio to family and friends Recommending us A brilliant 84% of you said you would recommend Derventio to family and friends. Thank you!
Working residents It can be difficult to afford the rent if you are working. We work individually with residents in this situation to support them to move on to independent accommodation. Please speak to your housing officer if this is something that affects you.
Rent is high if working
I would recommend Derventio Housing Trust without hesitation
I would recommend Derventio to anyone who’s on the streets, who needs to sort their life out and get off the streets, where I was for two years
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Thank you for your feedback www.derventiohousing.com Derventio Housing Trust, 33 Boyer Street, Derby DE22 3TB Tel: 01332 292 776 | Fax: 01332 209 256 info@derventiohousing.com Derventio Housing Trust is a Community Interest Company registered in England and Wales (05886593) Registered office: 33 Boyer Street, Derby DE22 3TB