Survey report 2013

Research Report

Tenant Satisfaction and Aspiration Survey 2013 Prepared for: Stirling Council

Tenant Satisfaction and Aspiration Survey 2013 Prepared for: Stirling Council Prepared by: BMG Research Date: September 2013

Produced by BMG Research Š Bostock Marketing Group Ltd, 2013 www.bmgresearch.co.uk

Project:

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Table of Contents 1

Scottish Social Housing Charter – Satisfaction Indicators.....................................................5

2

Introduction....................................................................................................................................6

3

2.1.1

Questionnaire design...................................................................................................6

2.1.2

Sampling ........................................................................................................................6

2.1.3

Report.............................................................................................................................7

Stirling Council.........................................................................Error! Bookmark not defined.

3.1

Satisfaction with the service provided by SC ...................................................................9

3.1.1

Reasons for not being satisfied with the service provided by SC.......................12

3.2

Priorities for Stirling Council..............................................................................................14

3.3

Being kept informed about SC’s services and decisions .............................................16

3.4

Opportunities provided to participate in SC’s decision making processes................19

3.4.1 Reasons for not being satisfied with the opportunities by SC to participate in decision making..........................................................................................................................22 3.5

Preferred level of involvement in SC’s work................Error! Bookmark not defined.

3.6

SC’s complaints procedure............................................Error! Bookmark not defined.

3.6.1

Awareness of SC’s complaints procedure...........Error! Bookmark not defined.

3.6.2 Use made of the complaints procedure in the past 12 monthsError! Bookmark not defined.

3.6.3 Satisfaction with the outcome of the complaints process . Error! Bookmark not defined.

3.7

The Tenants Handbook..................................................Error! Bookmark not defined.

3.7.1 Use made of the Tenants Handbook in the past 12 months ... Error! Bookmark not defined.

4

The home.....................................................................................................................................23 4.1

Quality of the home ............................................................................................................23

4.1.1

Reasons for not being satisfied with the quality of the home ..............................26

4.2

Change in the condition of the home in the past 12 months .......................................26

4.3

Respondents who moved into their property in the past 12 months ..........................27

4.3.1

Satisfaction with the standard of the home when the respondent moved in.....28

4.3.2

Satisfaction with the allocations process .............Error! Bookmark not defined.

4.4

Major works .........................................................................................................................29

Tenant Satisfaction and Aspiration Survey 2013 4.4.1 4.5

Priorities for future investment.......................................Error! Bookmark not defined.

4.6

Rent for the property representing good value for money ...........................................32

4.6.1 money 5

Satisfaction with aspects of the major works undertaken ....................................30

Reasons for not considering the rent for the property represents good value for 36

The neighbourhood....................................................................................................................37 5.1

Satisfaction with SC’s management of the neighbourhood .........................................37

5.1.1

Reasons for not being satisfied with SC’s management of the neighbourhood 39

5.2

Satisfaction with the maintenance of open spaces in the neighbourhood ................40

5.3

Satisfaction with the maintenance of common areas ...................................................43

5.4

Change in the neighbourhood in the past three years .................................................44

5.5

Problems in the neighbourhood .......................................................................................45

5.5.1 Change in the incidence of dog fouling in the neighbourhood in the past 12 months 49 5.6

Anti-social behaviour .........................................................................................................52

5.6.1 6

Reporting anti-social behaviour to SC in the past 12 months .............................54

Contacting SC.............................................................................................................................56 6.1

Satisfaction with the way SC deals with enquiries ........................................................56

6.2

Contact with SC in the past 12 months...........................................................................58

6.2.1

Ease of getting hold of the right person ..................................................................59

6.2.2

Helpfulness of staff.....................................................................................................59

6.2.3

Query answered in a reasonable time ....................................................................60

6.2.4

Satisfaction with the final outcome of the query ....................................................60

6.3

Satisfaction with the way SC listens to views and acts upon them ............................61

6.4

Methods used to contact SC ............................................................................................64

6.5

Ownership of a smart phone with internet access .....Error! Bookmark not defined.

6.5.1

Using the smart phone to access social media ..Error! Bookmark not defined.

6.5.2 Development of a version of the SC website suitable for smart phones ....Error!

Bookmark not defined.

6.5.3 6.6

2

Use of the Allpay app to pay the rent ...................Error! Bookmark not defined.

Use of the internet ..............................................................................................................65

6.6.1

Locations at which the internet is used ...................................................................67

6.6.2

SC’s website ...............................................................................................................68

6.6.3

What the SC website was used for..........................................................................69

Scottish Social Housing Charter – Satisfaction Indicators 6.6.4 6.7

Usefulness of the SC website ..................................................................................69

Speaking Forth ................................................................Error! Bookmark not defined.

6.7.1 How good or poor Speaking Forth is at keeping respondents informed about things that might affect them as a tenant................................................................................72 7

Repairs and maintenance .........................................................................................................74 7.1

Repairs carried out at the property in the past 12 months...........................................74

7.2

Satisfaction with the last time repairs were carried out ................................................76

7.2.1 Reasons for not being satisfied with the repairs service provided by SC for the last repair .....................................................................................................................................78 7.3

Rating of aspects of the last repair carried out in the past 12 months.......................79

7.4

Change in the repairs service in the past 12 months ...................................................80

7.5

Satisfaction with planned or cyclical maintenance carried out by SC ........................82

7.6

Emergency repairs ..........................................................Error! Bookmark not defined.

7.6.1 Use of the ‘Out of hours’ repairs service in the past two yearsError! Bookmark not defined.

7.6.2 Satisfaction with the ‘Out of hours’ repairs service ............ Error! Bookmark not defined.

8

Welfare reform and Money advice...........................................................................................86 8.1

Awareness of the Welfare Reform Act 2012..................................................................86

8.1.1 Impact of the Welfare Reform Act 2012, ‘the Bedroom Tax’ or ‘Universal Credit on the respondent and their household ..................................................................................87 8.2

SC’s Income Maximisation Officer...................................................................................88

8.2.1

Use of the Income Maximisation service .............Error! Bookmark not defined.

8.2.2 Use of the Income Maximisation service in future due to Welfare Reform changes Error! Bookmark not defined.

Appendix One: Unweighted demographic profile of the sample.................................................91 Appendix 2: Table of figures and tables .........................................................................................94

3

Tenant Satisfaction and Aspiration Survey 2013

4

Scottish Social Housing Charter – Satisfaction Indicators

1

Scottish Social Housing Charter – Satisfaction Indicators The following table summarises SC’s results for those Scottish Social Housing Charter indicators for which data was collected from the survey.

Table 1: Scottish Social Housing Charter – Satisfaction Indicators Question

Indicator 1

Indicator 3

Indicator 6

Indicator 9

Indicator 10

Indicator 16

Indicator 17

Indicator 29

Percentage of tenants satisfied with the overall service provided by their landlord (% satisfied)

2013 % 83%

Percentage of tenants who feel their landlord is good at keeping them informed about services and decisions (% good)

80%

Percentage of tenants satisfied with the opportunities given to them to participate in their landlord’s decision making processes (% satisfied)

75%

Percentage of tenants who moved into their property in the past 12 months satisfied with the standard of the home when they moved in (% satisfied, for those who moved into their property in the past 12 months) Percentage of existing tenants satisfied with the quality of their home (% satisfied)

60%

Percentage of tenants who have had repairs or maintenance carried out in the last 12 months satisfied with the R & M service (% satisfied, for those who say they had a repair carried out in last 12 months)

86%

Percentage of tenants satisfied with the management of the neighbourhood they live in (% satisfied)

80%

Percentage of tenants who feel that the rent for their property represents good value for money (% good)

81%

76%

5

Tenant Satisfaction and Aspiration Survey 2013

2

Introduction In January 2013, Stirling Council (SC), in conjunction with Clackmannanshire Council, Rural Stirling Housing Association and Stirling Council commissioned BMG Research to undertake a household survey of tenants from SC’s tenanted stock. This report provides an assessment of findings from the survey, including data collected against selected Scottish Social Housing Charter (SSHC) Indicators. Data from the ‘indicator questions’ will be used by SC in their first Annual Return on the Charter which will be submitted to the Scottish Housing Regulator (SHR).

The main aims of the survey are to provide:  A measurement of tenant satisfaction and aspirations with their homes, environment and services provided by SC; and  Explore where variations in satisfaction exist by area and across specific demographic groups.

2.1.1

Questionnaire design The questionnaire was based on that utilised in the 2010 survey and new questions developed by BMG Research and SC for the 2013 survey. Additional questions were included from HouseMark’s and the Scottish Housing Best Value Network’s (SHBVN) STAR in Scotland suite of questions. To record the SSHC indicators, the questions stipulated by the SHR were also included.

2.1.2

Sampling Addresses were sampled proportionately according to Ward, and sample points were allocated on that basis with a target of 10 interviews per sample point. SC provided a database of their total stock, including name, address, Ward and property type.

Table 2: Target per Ward and number of sampling points Ward

Total stock

%

Target

Actual

Bannockburn

1337

25

226

220

Castle

1312

25

221

213

Dunblane and Bridge of Allan

350

7

59

54

Forth and Endrick

356

7

60

60

Stirling East

1095

21

185

204

Stirling West

490

9

83

86

Trossachs and Teith

392

7

66

66

5,332

100

900

903

Total

6

Introduction Fieldwork for survey took place during May, June and July 2013. This sample of 903 interviews is subject to a maximum standard error of  3.0% at the 95% confidence level on an observed statistic of 50%. The response rate for the survey was 33%.

2.1.3

Report To ensure that the results are representative of the SC stock population, the data has been weighted by area.

Throughout this report the word significant is used to describe differences in the data.

This indicates where the data has been tested for statistical significance. This testing identifies ‘real differences’ (i.e. a difference that would occur if we were able to interview all tenants in the study area rather than just a sample). However, as already noted the actual percentages reported in the data may vary by ±3.0% at the 95% confidence level on an observed statistic of 50%.

Figures and tables are used throughout the report to assist explanation and analysis.

Although occasional anomalies appear due to ‘rounding’ differences, these should never be more than +/-1%. These occur where rating scales have been added to calculate proportions of respondents who are satisfied at all (i.e. either very or fairly satisfied).

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Tenant Satisfaction and Aspiration Survey 2013

8

Stirling Council

3

Stirling Council This chapter of the report summarises respondents’ satisfaction with the service provided by SC. It also summarises what respondents consider should be priorities for SC and how good or poor SC is at keeping respondents informed about its services and decisions. In addition, satisfaction with the opportunities provided to participate in SC’s decision making processes is explored.

3.1 Satisfaction with the service provided by SC The majority (83%) of respondents are, taking everything into account, satisfied with the service provided by SC. A smaller proportion, 11%, is dissatisfied with the service provided by SC, with 5% neither satisfied nor dissatisfied. The proportion of respondents satisfied with the service provided by SC has remained unchanged since 2010 (82%).

Figure 1: Satisfaction with the service provided by SC (All respondents)

U nweighted sample base: 903

9

Tenant Satisfaction and Aspiration Survey 2013

Satisfaction with the service provided ranges from 78% in Dunblane & Bridge of Allan to 89% in Forth & Endrick. The differences in satisfaction by areas are not statistically significant.

Very satisfied

Fairly satisfied

Neither satisfied nor dissatisfied

Fairly dissatisfied

Very dissatisfied

No opinion

Summary: satisfied

Summary: Dissatisfied

Table 3: Satisfaction with the service provided by SC by ward (All respondents)

Total [903]

41%

42%

5%

6%

6%

<0.5%

83%

11%

Bannockburn [220]

37%

44%

7%

5%

6%

1%

81%

11%

Castle [213]

47%

33%

2%

7%

9%

1%

81%

16%

Dunblane & Bridge of Allan [54]

51%

26%

9%

9%

4%

0%

78%

13%

Forth & Endrick [60]

53%

36%

7%

3%

2%

0%

89%

4%

Stirling East [204]

36%

51%

7%

3%

3%

<0.5%

86%

6%

Stirling West [86]

23%

62%

3%

9%

3%

0%

85%

12%

Trossachs & Teith [66]

46%

35%

5%

7%

7%

0%

81%

14%

Unweighted sample bases in brackets

10

Stirling Council

It is important not only to explore variations at a spatial level, but also to determine whether differences exist across demographic groups. That way SC can assess where resources are required.

Respondents aged 65+ are significantly more likely to be satisfied with the service provide by SC than younger respondents (89% and 80% respectively).

Figure 2: Satisfaction with the service provided by SC by key demographics (All respondents)

Unwei ghted sample bases in brackets

11

Tenant Satisfaction and Aspiration Survey 2013

The interrelated nature of satisfaction with SC as a landlord and other aspects of the service provided are shown in the following Figure. This illustrates the proportion of respondents giving a particular response who are satisfied with the service provided.

For example, among respondents who are satisfied with how SC deals with enquiries, 90% are satisfied with the overall service provided by DC as a landlord, whereas among those dissatisfied with how SC deals with enquiries the proportion satisfied with the overall service provided is 43%.

This difference and the others summarised in the following figure are statistically significant.

Figure 3: Satisfaction with the service provided by SC as a landlord by key questions

Unweighted sample base: 903

Respondents who have been in contact with SC in the past 12 months are significantly less likely to be satisfied the service provided than respondents who have not been in contact (77% and 87% respectively). In BMG Researchâ&#x20AC;&#x2122;s experience, those who have been in contact are often significantly less likely to express satisfaction.

3.1.1

Reasons for not being satisfied with the service provided by SC Seventeen percent of all respondents reported they were neither satisfied nor dissatisfied or dissatisfied with the service provided by SC. These respondents were asked to comment on why they were not satisfied. The comments were then grouped into themes.

The largest proportion (15%) of these respondents made a comment about the standard or quality of a repair and slightly smaller proportion did so about waiting times (including time waiting for a property to be allocated to them. A further 17% of

12

Stirling Council respondents were unable to say why they were not satisfied with the service provided

by SC.

13

Tenant Satisfaction and Aspiration Survey 2013

3.2 Priorities for Stirling Council All respondents were shown a list of eight potential priorities for SC and they were asked to identify three that it should give priority to. The majority of respondents (93%) were able to identify at least one priority for SC. In common with similar questions asked by other landlords, the largest proportion of respondents identified repairs and maintenance as a priority for SC. Figure 4: Priorities for SC (All respondents)

Un weighted sample bases: All respondents 903; <65 588, 65+ 310

Respondents aged < 65 years are significantly more likely than older respondents to identify the following as priorities; repairs and maintenance, dealing with anti-social behaviour, improving existing stock and listening to tenantsâ&#x20AC;&#x2122; views& acting upon them.

14

Stirling Council Respondents aged 65+ are significantly more likely than younger respondents to consider keeping tenants informed a priority for SC.

15

Tenant Satisfaction and Aspiration Survey 2013

3.3 Being kept informed about SCâ&#x20AC;&#x2122;s services and decisions All respondents were asked how good or poor SC is at keeping them informed about its services and decisions.

The majority (80%) of respondents consider SC is good at keeping them informed about its services and decisions. One in seven respondents rate SC as poor in this regard (14%).

Figure 5: Being kept informed about SCâ&#x20AC;&#x2122;s services and decisions (All respondents)

U nweighted sample base: 903

16

Stirling Council

The proportion of respondents highlighting SC as good at keeping them informed about its services and decisions ranges from 74% in Bannockburn and 76% in Castle to a significantly higher proportion (88%) in Stirling East.

Very good

Fairly good

Neither good nor poor

Fairly poor

Very poor

Summary: Good

Summary: Poor

Table 4: Being kept informed about SCâ&#x20AC;&#x2122;s services and decisions by ward (All respondents)

Total [903]

37%

42%

6%

8%

5%

80%

14%

Bannockburn [220]

34%

40%

11%

7%

8%

74%

15%

Castle [213]

41%

34%

4%

12%

8%

76%

20%

Dunblane & Bridge of Allan [54]

44%

39%

2%

11%

83%

15%

Forth & Endrick [60]

49%

33%

6%

9%

3%

82%

12%

Stirling East [204]

36%

52%

6%

5%

1%

88%

6%

Stirling West [86]

16%

67%

5%

9%

3%

83%

12%

Trossachs & Teith [66]

49%

32%

4%

10%

5%

81%

15%

4%

Unweighted sample bases in brackets

17

Tenant Satisfaction and Aspiration Survey 2013

For each of the tenant groups, the majority of respondents consider SC is good at keeping them informed about its services and decisions. Respondents aged 65+ are significantly more likely than younger respondents to consider SC is good at keeping them informed about services and decisions than younger respondents (84% and 78% respectively).

Figure 6: Being kept informed about SCâ&#x20AC;&#x2122;s services and decisions by key demographics (All respondents)

Unwei ghted sample bases in brackets

Respondents who have been in contact with SC in the past 12 months (75%) are significantly less likely to highlight it as being good at keeping them informed about services and decision than respondents who have not been in contact (83%).

Similarly, respondents who have had a repair carried out at the property in the past 12 months are also significantly less likely to highlight SC as being good in keeping them

18

Stirling Council informed about services / decisions than respondents whose property has not been repaired (77% and 83% respectively).

In BMG Research’s experience, those who have been in contact / have had a repair are significantly less likely to highlight their landlord as being good in this regard. It highlights the importance of keeping customers informed at all stages of the customer journey, not only to keep them informed, but also to manage expectations of what is achievable.

3.4 Opportunities provided to participate in SC’s decision making processes Three quarters (75%) of respondents are satisfied with the opportunities given to them to participate in SC’s decision making processes. The proportion dissatisfied with the opportunity to do so is 12%.

Figure 7: Satisfaction with the opportunities provided to participate in SC’s decision making processes (All respondents)

U nweighted sample base: 903

19

Tenant Satisfaction and Aspiration Survey 2013

With the exception of Stirling West, respondents from Stirling East are significantly more likely to be satisfied with the opportunities provided to participate in SCâ&#x20AC;&#x2122;s decision making than respondents from other wards.

Very satisfied

Fairly satisfied

Neither satisfied nor dissatisfied

Fairly dissatisfied

Very dissatisfied

Summary: satisfied

Summary: Dissatisfied

Table 5: Satisfaction with the opportunities provided to participate in SCâ&#x20AC;&#x2122;s decision making by ward (All respondents)

Total [903]

33%

42%

13%

7%

6%

75%

12%

Bannockburn [220]

34%

27%

22%

10%

6%

62%

17%

Castle [213]

37%

36%

9%

9%

10%

72%

19%

Dunblane & Bridge of Allan [54]

37%

23%

22%

9%

9%

60%

18

Forth & Endrick [60]

56%

21%

15%

3%

5%

76%

9%

Stirling East [204]

22%

72%

4%

2%

1%

94%

3%

Stirling West [86]

19%

68%

5%

8%

0%

87%

8%

Trossachs & Teith [66]

47%

30%

16%

1%

6%

77%

7%

Unweighted sample bases in brackets

20

Stirling Council

Respondents aged 65+ (82%) are significantly more likely to express satisfaction with the opportunities provided to participate in SCâ&#x20AC;&#x2122;s decision making than respondents aged <65 years (72%).

Figure 8: Satisfaction with the opportunities provided to participate in SCâ&#x20AC;&#x2122;s decision making by key demographics (All respondents)

Unwei ghted sample bases in brackets

There is a significant difference between the views of respondents who consider SC is good at keeping them informed about service and decisions and those who consider it is poor when the results for satisfaction with opportunities to participate in decision making are examined. The majority (85%) of respondents reporting SC as good at keeping them informed about services and decisions are satisfied compared to 32% of respondents reporting SC as poor at keeping them informed regarding services and decisions.

21

Tenant Satisfaction and Aspiration Survey 2013 3.4.1

Reasons for not being satisfied with the opportunities by SC to participate in decision making One quarter (26%) of all respondents, reported they were neither satisfied nor dissatisfied or dissatisfied with the opportunities provided by SC to participate in decision making. These respondents were asked to comment on why they were not satisfied. The comments were then grouped into themes.

The largest proportion (28%) of respondents reported no particular reason for being dissatisfied and a further 6% said â&#x20AC;&#x2DC;donâ&#x20AC;&#x2122;t knowâ&#x20AC;&#x2122;. The reasons mentioned by the largest proportions of respondents were only given limited opportunities to air views (14%) and limited awareness / information about available opportunities (13%). Smaller proportions of respondents mentioned feeling that residents are not listened to (8%), not being invited to join the process (7%) and based on previous experience (6%).

22

The home

4

The home This section of the report highlights respondentsâ&#x20AC;&#x2122; satisfaction with the quality of the home and how the condition of the home has changed over the past 12 months. It also summaries what major investment works have been carried out in the past 12 months and how long respondents would expect major components (kitchens, bathrooms etc) in the home to last from new before being replaced. The chapter concludes by looking at respondentsâ&#x20AC;&#x2122; perceptions of value for money for the rent paid.

4.1 Quality of the home The majority (81%) of respondents are satisfied with the quality of the home, with 15% dissatisfied with it.

Figure 9: Satisfaction with the quality of the home (All respondents)

U nweighted sample base: 903

23

Tenant Satisfaction and Aspiration Survey 2013

The proportion of respondents satisfied with the quality of the home ranges from 71% in Castle to 88% in Stirling East and 89% in Forth & Endrick.

Very satisfied

Fairly satisfied

Neither satisfied nor dissatisfied

Fairly dissatisfied

Very dissatisfied

Summary: satisfied

Summary: Dissatisfied

Table 6: Satisfaction with the quality of the home by ward (All respondents)

Total [903]

46%

35%

5%

7%

8%

81%

15%

Bannockburn [220]

48%

32%

4%

7%

9%

81%

15%

Castle [213]

49%

22%

5%

11%

14%

71%

24%

Dunblane & Bridge of Allan [54]

50%

33%

0%

8%

9%

83%

17%

Forth & Endrick [60]

49%

40%

4%

5%

2%

89%

7%

Stirling East [204]

40%

48%

4%

5%

3%

88%

8%

Stirling West [86]

33%

51%

10%

3%

3%

84%

5%

Trossachs & Teith [66]

50%

28%

6%

6%

10%

78%

16%

Unweighted sample bases in brackets

24

The home

Respondents who live in a bungalow (94%) are significantly more likely to be satisfied with the quality of the home than either occupiers of houses (84%) or flats (74%). In addition, respondents aged 65+ (93%) are significantly more likely to be satisfied than younger respondents (75%).

Figure 10: Satisfaction with the quality of the home by key demographics (All respondents)

Unwei ghted sample bases in brackets

Perceptions of the quality of the home will be closely linked to experience with the repairs and maintenance service. When experience of the repairs and maintenance service is examined, satisfaction with the quality of the home is significantly lower where a repair has been carried out in the past 12 months than when no repair has been undertaken (78% and 84% respectively).

25

Tenant Satisfaction and Aspiration Survey 2013

Respondents who consider the accommodation and services provided by SC represent good value for money are more likely to be satisfied with the quality of the home than respondents who rated these as poor (90% and 46% respectively).

4.1.1

Reasons for not being satisfied with the quality of the home One fifth (20%) of all respondents, reported they were neither satisfied nor dissatisfied or dissatisfied with the quality of the home. These respondents were asked to comment on why they were not satisfied. The comments were then grouped into themes.

The largest proportion of respondents highlighted an unspecified issue or problem (11%) and the same proportion mentioned damp (11%). Smaller proportions of respondents highlighted the following; poor maintenance / repairs (8%), door replacements / repairs (7%), the general state of the property (7%), poor heating system / property is cold (6%) and window repairs / replacement (6%). A further 13% of respondents were unable to make a comment.

4.2 Change in the condition of the home in the past 12 months For over half (54%) of respondents the condition of their home has remained unchanged over the past 12 months. The proportion of respondents citing an improvement is approximately three times the proportion identifying a worsening in the condition of the home over the past 12 months.

Figure 11: Change in the condition of the home in the past 12 months (All respondents)

Unweighted sample base: 903

26

The home

The proportion of respondents identifying the condition of their home has improved in the past 12 months does not vary significantly by ward.

Figure 12: Change in the condition of the home in the past 12 months by ward (All respondents)

Unwei ghted sample bases in brackets

Similar proportions of respondents from Bungalows (33%), Flats (35%) and Houses (30%) reported an improvement to the condition of their home in the past 12 months.

27

Tenant Satisfaction and Aspiration Survey 2013

4.3 Respondents who moved into their property in the past 12 months Only a minority (7%) of respondents moved in to their property in the past 12 months.

When compared to other household compositions, a significantly larger proportion of family households (at least one child < 16) have moved in to property in the past 12 months (15%); single adult (5%), two adults (6%) and â&#x20AC;&#x2DC;Otherâ&#x20AC;&#x2122; (3%).

4.3.1

Satisfaction with the standard of the home when the respondent moved in Of those respondents who moved into their property in the past 12 months, three fifths (60%) were satisfied with the standard of their home when they moved in.

Figure 13: Satisfaction with the standard of the home when the respondent moved in (Respondents who moved into their property in the past 12 months)

U nweighted sample base: 64

28

The home

4.4 Major works One third (33%) of respondents reported having at least one type of major work carried out at the property in the past 12 months. New central heating (17%) is the major work reported by the largest proportion of respondents.

Figure 14: Major works carried out at the property in the past 12 months (All respondents)

Unweighted sample base: 903

The majority of respondents who received major work at their property in the past 12 months rated the improvement as good.

29

Tenant Satisfaction and Aspiration Survey 2013 Figure 15: Rating of major works carried out (Respondents who have had major works carried out at the property in the past 12 months)

Unwei ghted sample bases in brackets. *Denotes small sample base

4.4.1

Satisfaction with aspects of the major works undertaken Respondents who have had major works carried out at their property in the past 12 months were asked how satisfied or dissatisfied they are with eight aspects of the work undertaken.

At least four fifths of respondents expressed satisfaction with each aspect, with 90% of respondents satisfied with being told when workers would call. Satisfaction was lowest for keeping dirt and mess to a minimum (81%). This aspect received the highest level of dissatisfaction, with 15% of respondents expressing dissatisfaction.

30

The home Figure 16: Rating of aspects of the major works undertaken in the past 12 months (Respondents who have had major works undertaken in the past 12 months)

Unweighted sample bases: 302

31

Tenant Satisfaction and Aspiration Survey 2013

4.5 Expectation of how long major components in the home would last from new Respondents were asked how long they would expect some of the major components of the home to last from new before being replaced.

At least half of respondents would expect the bathroom, the kitchen, the central heating boiler and the central heating system to be replaced after ten years. With the exception of an electrical re-wire, relatively few respondents would expect any of the major components to last more than 20 years.

Figure 17: Expectation of how long major components in the home would last from new (All respondents)

Unwei ghted sample bases: 213

Respondents from family (child <16 years) households are significantly more likely than respondents from single adult households to expect each of the components to last five years.

32

The home

4.6 Rent for the property representing good value for money Three quarters (76%) of respondents think the rent for their property represents good value for money, with 17% highlighting the rent for the property as poor value for money. A smaller proportion (7%), consider the rent for their property represents neither good nor poor value for money.

Figure 18: Rent for the property representing value for money (All respondents)

U nweighted sample base 903

33

Tenant Satisfaction and Aspiration Survey 2013

The proportion of respondents that think the rent for their property represents good value for money varies from 67% in Castle and 68% in Stirling West to 90% in Forth & Endrick.

Very good

Fairly good

Neither good nor poor

Fairly poor

Very poor

Summary: Good

Summary: Poor

Table 7: Rent for the property representing good value for money by ward (All respondents)

Total [903]

34%

42%

7%

11%

6%

76%

17%

Bannockburn [220]

29%

44%

6%

15%

5%

74%

20%

Castle [213]

40%

27%

9%

12%

12%

67%

24%

Dunblane & Bridge of Allan [54]

41%

41%

11%

4%

2%

83%

6%

Forth & Endrick [60]

54%

37%

7%

0%

2%

90%

2%

Stirling East [204]

25%

61%

2%

7%

5%

86%

12%

Stirling West [86]

23%

45%

12%

16%

4%

68%

20%

Trossachs & Teith [66]

41%

40%

4%

9%

6%

81%

15%

Unweighted sample bases in brackets

34

The home

Respondents aged 65+ are significantly more likely to consider the rent for the property represents good value for money than younger respondents (84% and 72% respectively).

Figure 19: Rent for the property representing good value for money by key demographics (All respondents)

Unwei ghted sample bases in brackets.

When compared to respondents who are satisfied with the service provided, a smaller proportion of respondents who are dissatisfied, consider the rent for the property represents good value for money (52% and 81% respectively. The difference is statistically significant).

35

Tenant Satisfaction and Aspiration Survey 2013 4.6.1

Reasons for not considering the rent for the property represents good value for money One quarter (24%) of all respondents, reported the rent for the property represents neither good nor poor value for money or poor value for money. These respondents were asked to comment on why this view is held.

For over one quarter (27%) of respondents it is because of the poor state of the property and for 24% it is because the rent is too high. The same proportion (24%), were unable to make a comment.

36

The neighbourhood

5

The neighbourhood This chapter of the report summarises respondents’ satisfaction with SC’s management of the neighbourhood they live in, along with the maintenance of open spaces in the neighbourhood and of common areas. Changes in the local area over the past three years are also summarised and feelings of safety, neighbourhood problems and anti-social behaviour are also examined.

5.1 Satisfaction with SC’s management of the neighbourhood All respondents were asked how satisfied or dissatisfied they are with SC’s management of the neighbourhood they live in.

The majority (80%) of respondents are satisfied with SC’s management of the neighbourhood. Fourteen percent of respondents expressed dissatisfaction with SC’s management of the local area, while a smaller proportion (6%) is neither satisfied nor dissatisfied.

Figure 20: Satisfaction with SC’s management of the neighbourhood (All respondents)

Unweighted sample base: 903

37

Tenant Satisfaction and Aspiration Survey 2013

Respondents from Forth & Endrick, Stirling East, Stirling West and Trossachs & Teith wards are significantly more likely than those from the Bannockburn and Castle wards to be satisfied with SCâ&#x20AC;&#x2122;s management of the neighbourhood.

Very satisfied

Fairly satisfied

Neither satisfied nor dissatisfied

Fairly dissatisfied

Very dissatisfied

Summary: satisfied

Summary: Dissatisfied

Table 8: Satisfaction with SCâ&#x20AC;&#x2122;s management of the neighbourhood by ward (All respondents)

Total [903]

43%

36%

6%

7%

7%

80%

14%

Bannockburn [220]

46%

28%

6%

12%

7%

74%

19%

Castle [213]

45%

27%

7%

6%

15%

72%

21%

Dunblane & Bridge of Allan [54]

59%

22%

13%

4%

81%

6%

Forth & Endrick [60]

70%

19%

5%

2%

4%

89%

6%

Stirling East [204]

26%

62%

3%

8%

2%

88%

10%

Stirling West [86]

24%

62%

1%

6%

7%

86%

12%

Trossachs & Teith [66]

66%

12%

6%

0%

7%

88%

7%

Unweighted sample bases in brackets

38

2%

The neighbourhood

Respondents aged 65+ are significantly more likely to express satisfaction with SC’s management of the neighbourhood than younger respondents (87% and 76% respectively).

Figure 21: Satisfaction with SC’s management of the neighbourhood by key demographics (All respondents)

Unwei ghted sample bases in brackets.

5.1.1

Reasons for not being satisfied with SC’s management of the neighbourhood One fifth (20%) of all respondents, reported they were neither satisfied nor dissatisfied or dissatisfied with SC’s management of the neighbourhood. These respondents were asked to comment on why they were not satisfied. The comments were then grouped into themes.

39

Tenant Satisfaction and Aspiration Survey 2013

The largest proportion of respondents (25%) could not identify any particular reason for not being satisfied with SCâ&#x20AC;&#x2122;s management of the neighbourhood. Twelve percent of respondents felt there is a lack of effort given to or interest shown in their area and a similar proportion (11%) mentioned cleanliness issues, including the frequency of cleaning, litter and dog mess. Smaller proportions mentioned the level of anti-social behaviour / crime and poor maintenance of gardens and green areas (both 8%).

5.2 Satisfaction with the maintenance of open spaces in the neighbourhood The majority (80%) of respondents are satisfied with the maintenance of open spaces in the neighbourhood. Fourteen percent of respondents expressed dissatisfaction with the maintenance of open spaces, while a smaller proportion (5%) is neither satisfied nor dissatisfied.

Figure 22: Satisfaction with the maintenance of open spaces in the neighbourhood (All respondents)

Unweighted sample base: 903

40

The neighbourhood

Respondents from Stirling East (88%) are significantly more likely to be satisfied with the maintenance of open spaces than respondents from Bannockburn (76%), Castle (71%) and Stirling West (78%).

Very satisfied

Fairly satisfied

Neither satisfied nor dissatisfied

Fairly dissatisfied

Very dissatisfied

Donâ&#x20AC;&#x2122;t know

Not applicable

Summary: satisfied

Summary: Dissatisfied

Table 9: Satisfaction with the maintenance of open spaces in the neighbourhood by ward (All respondents)

Total [903]

48%

31%

5%

7%

7%

1%

1%

80%

14%

Bannockburn [220]

53%

23%

3%

10%

9%

2%

1%

76%

19%

Castle [213]

52%

19%

5%

10%

12%

1%

1%

71%

22%

Dunblane & Bridge of Allan [54]

66%

25%

4%

4%

0%

0%

1%

91%

4%

Forth & Endrick [60]

60%

22%

5%

6%

2%

4%

2%

81%

7%

Stirling East [204]

30%

58%

4%

4%

3%

0%

1%

88%

7%

Stirling West [86]

28%

50%

14%

5%

3%

0%

0%

78%

9%

Trossachs & Teith [66]

72%

16%

0%

5%

5%

2%

0%

89%

10%

Unweighted sample bases in brackets

41

Tenant Satisfaction and Aspiration Survey 2013

Respondents aged 65+ are significantly more likely to express satisfaction with the maintenance of open spaces than younger respondents (86% and 76% respectively).

Figure 23: Satisfaction with the maintenance of open spaces in the neighbourhood by key demographics (All respondents)

Unwei ghted sample bases in brackets.

42

The neighbourhood

5.3 Satisfaction with the maintenance of common areas Over two fifths (44%) of respondents are satisfied with the maintenance of common areas, such drying greens, rubbish collection areas and closes. Ten percent of respondents expressed dissatisfaction with the maintenance of common areas, while 3% is neither satisfied nor dissatisfied. Over two fifths (44%) of respondents highlighted the question was not applicable to them.

Figure 24: Satisfaction with the maintenance of common areas (All respondents)

U nweighted sample base: 903

The following table summarises the results by ward.

Very satisfied

Fairly satisfied

Neither satisfied nor dissatisfied

Fairly dissatisfied

Very dissatisfied

Donâ&#x20AC;&#x2122;t know

Not applicable

Summary: satisfied

Summary: Dissatisfied

Table 10: Satisfaction with the maintenance of common areas by ward (All respondents)

Total [903]

23%

20%

3%

5%

5%

0%

44%

44%

10%

Bannockburn [220]

16%

7%

2%

1%

3%

1%

70%

22%

5%

Castle [213]

30%

16%

2%

7%

7%

1%

37%

46%

14%

Dunblane & Bridge of Allan [54]

31%

16%

2%

8%

5%

0%

37%

47%

13%

Forth & Endrick [60]

29%

4%

0%

4%

2%

0%

61%

33%

6%

Stirling East [204]

18%

41%

7%

5%

5%

0%

27%

59%

10%

Stirling West [86]

27%

53%

8%

4%

7%

0%

0%

81%

11%

43

Tenant Satisfaction and Aspiration Survey 2013 Trossachs & Teith [66]

22%

2%

0%

2%

4%

1%

70%

23%

Unweighted sample bases in brackets

5.4 Change in the neighbourhood in the past three years Over half (56%) of respondents feel their neighbourhood has remained unchanged over the past three years. Equal proportions of respondents feel their neighbourhood has improved and declined (both 17%).

Figure 25: Change in the neighbourhood in the past three years (All respondents)

Unweighted sample base: 902

With the exception of Dunblane & Bridge of Allan, views regarding the change in the neighbourhood in the past three years are relatively polarised between respondents identifying an improvement and those identifying a decline. In each ward however the largest proportion of respondents reported the neighbourhood had stayed the same.

44

6%

The neighbourhood Figure 26: Change in the neighbourhood in the past three years by ward (All respondents)

Unwei ghted sample bases in brackets.

5.5 Feelings of safety in the local neighbourhood All respondents were asked to rate how safe they feel when outside in their neighbourhood during the day and after dark.

Almost all respondents feel safe during the day and two thirds do so after dark.

45

Tenant Satisfaction and Aspiration Survey 2013 Figure 27: Feelings of safety in the local neighbourhood (All respondents)

U nweighted sample bases: 903

Females (17%) are significantly more likely than males (8%) to feel unsafe after dark, as are respondents with a disability (18%) when compared to respondents who do have a disability (12%).

46

The neighbourhood

5.6 Problems in the neighbourhood Respondents were presented with a list of 14 potential neighbourhood problems and were asked to identify the extent to which, if at all, each is a problem in their neighbourhood.

Dog fouling / dog mess (42%), car parking (34%) and rubbish or litter (31%) were identified by the largest proportions of respondents as problems in the neighbourhood.

Figure 28: Problems in the neighbourhood (All respondents)

Unwei ghted sample bases: 903

47

Tenant Satisfaction and Aspiration Survey 2013

The proportion of respondents highlighting dog fouling / dog mess as a problem in the neighbourhood ranges from 25% in Dunblane & Bridge of Allan to 55% in Castle.

Table 11: Problems in the neighbourhood by ward – Dog fouling / dog mess (All respondents)

Major problem

Minor problem

Not a problem

Don’t know

Summary: A problem

Total [903]

25%

17%

57%

0%

42%

Bannockburn [220]

29%

18%

53%

0%

47%

Castle [213]

35%

20%

44%

1%

55%

Dunblane & Bridge of Allan [54]

8%

17%

75%

0%

25%

Forth & Endrick [60]

18%

9%

72%

0%

27%

Stirling East [204]

26%

13%

61%

0%

39%

Stirling West [86]

13%

24%

63%

0%

37%

Trossachs & Teith [66]

13%

18%

69%

0%

31%

Unweighted sample bases in brackets

The proportion of respondents highlighting car parking as a problem in the neighbourhood ranges from 21% in Stirling West to 49% in Dunblane & Bridge of Allan.

Table 12: Problems in the neighbourhood by ward – Car parking (All respondents)

48

Major problem

Minor problem

Not a problem

Don’t know

Summary: A problem

Total [903]

21%

13%

61%

5%

34%

Bannockburn [220]

23%

18%

52%

7%

41%

Castle [213]

17%

10%

70%

3%

27%

Dunblane & Bridge of Allan [54]

31%

18%

42%

9%

49%

Forth & Endrick [60]

32%

9%

51%

9%

41%

Stirling East [204]

20%

9%

66%

5%

29%

Stirling West [86]

8%

13%

78%

1%

21%

Trossachs & Teith [66]

29%

19%

50%

3%

47%

The neighbourhood Unweighted sample bases in brackets

The proportion of respondents highlighting rubbish or litter as a problem in the neighbourhood ranges from 9% in Forth & Endrick to 44% in Castle and in Stirling West.

Table 13: Problems in the neighbourhood by ward â&#x20AC;&#x201C; Rubbish or litter (All respondents)

Major problem

Minor problem

Not a problem

Donâ&#x20AC;&#x2122;t know

Summary: A problem

Total [903]

13%

18%

69%

0%

31%

Bannockburn [220]

12%

17%

71%

0%

29%

Castle [213]

22%

22%

55%

1%

44%

Dunblane & Bridge of Allan [54]

13%

14%

73%

0%

27%

Forth & Endrick [60]

2%

7%

91%

0%

9%

Stirling East [204]

5%

20%

75%

0%

25%

Stirling West [86]

23%

21%

57%

0%

44%

Trossachs & Teith [66]

3%

15%

81%

0%

18%

Unweighted sample bases in brackets

5.6.1

Change in the incidence of dog fouling in the neighbourhood in the past 12 months Those respondents who identified dog fouling as either a major or minor problem in the neighbourhood were asked if the incidence of dog fouling has improved, stayed the same or got worse over the past 12 months. The largest proportion (49%) feel the incidence of dog fouling in the neighbourhood has got worse in this time.

49

Tenant Satisfaction and Aspiration Survey 2013 Figure 29: Change in the incidence of dog fouling in the past 12 months (Respondents who identified dog fouling / dog mess as a major or minor problem in the neighbourhood)

Unweighted sample base: 379

The following figure summaries the proportion of respondents who highlighted either an improvement or a worsening in the incidence of dog fouling in the neighbourhood in the past 12 months.

Figure 30: Change in the incidence of dog fouling in the past 12 months by ward (Respondents who identified dog fouling / dog mess as a major or minor problem in the neighbourhood)

Unwei ghted sample bases in brackets.

50

The neighbourhood

51

Tenant Satisfaction and Aspiration Survey 2013

5.7 Anti-social behaviour Many of the neighbourhood problems highlighted by respondents could be described as anti-social behaviour. All respondents were asked if they have experienced antisocial behaviour in the past 12 months and 12% responded in the affirmative.

The proportion of respondents experiencing anti-social behaviour in the past 12 months ranges from 8% in Trossachs & Teith to 18% in Stirling West, although differences by ward in the proportions of respondents experiencing anti-social behaviour are not statistically significant.

Figure 31: Experience of anti-social behaviour in the past 12 months by ward (All respondents)

Un weighted sample bases in brackets.

52

The neighbourhood

Respondents living in Flats (18%) are significantly more likely to have experienced anti-social behaviour in the past 12 months than respondents living in either Bungalows (6%) or Houses (8%). This finding is not uncommon and is often related to noise from neighbours. In fact, the survey established that 25% of respondents occupying a flat identified noisy neighbours as either a minor (11%) or major (14%) problem. The equivalent proportion amongst respondents living in a bungalow is 3% and 13% for respondents living in a house.

Respondents aged under 65 are significantly more likely to have experienced antisocial behaviour in the past 12 months than respondents aged 65+ (16% and 4% respectively).

Figure 32: Experience of anti-social behaviour in the past 12 months by key demographics (All respondents)

Un weighted sample bases in brackets

53

Tenant Satisfaction and Aspiration Survey 2013 Family households (child < 16 years) and ‘Other’ households (both 18%) are significantly more likely to have experienced anti-social behaviour in the past 12 months than either single adult or two adult households (both 9%).

Examining the views of respondents who are dissatisfied with SC’s management of the local area establishes that 31% have experienced anti-social behaviour in the past 12 months. Amongst respondents satisfied with SC’s management of the local area, 8% report experiencing anti-social behaviour in this time, a significantly smaller proportion.

5.7.1

Reporting anti-social behaviour to SC in the past 12 months Over half (53%) of respondents who experienced anti-social behaviour in the past 12 months reported it to SC. Amongst those respondents who did report the anti-social behaviour they experienced in the past 12 months to SC, a smaller proportion (33%) is satisfied than dissatisfied (57%) with the way their complaint was dealt with.

Similarly, 32% of respondents are satisfied with the outcome of their anti-social behaviour complaint and 47% are dissatisfied.

Figure 33: Satisfaction with how the anti-social complaint was dealt with and satisfaction with the outcome of the anti-social complaint (Respondents reporting anti-social behaviour to SC in the past 12 months)

Unweighted sample bases: 56

54

The neighbourhood The 47% of respondents who experienced anti-social behaviour in the past 12 months but did not report it to SC were asked why this was. The largest proportion did not do so as they did not feel anything would be done (33%).

Figure 34: Reasons why the anti-social behaviour experienced in the past 12 months was not reported to SC (Respondents who experienced anti-social behaviour in the past 12 months but did not report it to SC)

Un weighted sample base: 48

55

Tenant Satisfaction and Aspiration Survey 2013

6

Contacting SC This chapter of the report explores respondentsâ&#x20AC;&#x2122; contact with SC, including satisfaction with how enquires are dealt with and with the outcome of contact made with SC. In addition, preferences for the channels respondents do use or would use to contact SC are explored along with access to the internet. Readership of SCâ&#x20AC;&#x2122;s newsletter Open Door are also summarised.

6.1 Satisfaction with the way SC deals with enquiries All respondents, irrespective of when they last made contact with SC were asked how satisfied or dissatisfied they are with the way SC deals with enquiries. The majority of respondents (79%) are satisfied. Respondents who have made contact with SC in the past 12 months (72%) are significantly less likely to be satisfied than respondents who have not made contact with SC (84%). This suggests there is a gap between the perception of how SC deals with enquiries and how it actually does so.

Figure 35: Satisfaction with the way SC deals with enquiries (All respondents)

Unweighted sample bases: All respondents 903; Contacted in the past 12 months 406; Not contacted 476

56

Contacting SC

Respondents aged 65+ (86%) are significantly more likely than younger respondents (75%) to be satisfied with the way SC deals with enquires.

Figure 36: Satisfaction with the way SC deals with enquiries by key demographics (All respondents)

Unwei ghted sample bases in brackets

57

Tenant Satisfaction and Aspiration Survey 2013

6.2 Contact with SC in the past 12 months Less than half (45%) of respondents have contacted SC in the past 12 months with a query other than to pay their rent / service charge. In addition to respondents aged under 65 being significantly more likely than older respondents to make contact with SC in this time (52% and 31% respectively), family households (child < 16) (55%) are significantly more likely to have done so than either single adult (38%) or two adult households (45%).

Figure 37: Contact with SC in the past 12 months with a query other than to pay rent / service charge (All respondents)

Un weighted sample bases in brackets

58

Contacting SC

6.2.1

Ease of getting hold of the right person The majority (70%) of respondents who have contacted SC in the past 12 months with a query, other than to pay their rent / service charge found getting hold of the right person easy.

Figure 38: Ease of getting hold of the right person (Respondents contacting SC in the past 12 months)

Unweighted sample base: 406

6.2.2

Helpfulness of staff In addition, the majority (76%) of respondents who have contacted SC in the past 12 months with a query, other than to pay their rent / service charge found the staff helpful.

Figure 39: Helpfulness of staff (Respondents contacting SC in the past 12 months)

Unweighted sample base: 406

59

Tenant Satisfaction and Aspiration Survey 2013

6.2.3

Query answered in a reasonable time A similar proportion (77%) of respondents who have contacted SC in the past 12 months with a query, other than to pay their rent / service charge reported the query was answered in a reasonable time.

Figure 40: Query answered in a reasonable time (Respondents contacting SC in the past 12 months)

U nweighted sample base: 406

6.2.4

Satisfaction with the final outcome of the query Two thirds (66%) of respondents who have contacted SC in the past 12 months with a query, other than to pay their rent / service charge are satisfied with the outcome of their query. One if four (24%) reported they were dissatisfied.

Figure 41: Satisfaction with the final outcome of the query (Respondents contacting SC in the past 12 months)

U nweighted sample base: 406

60

Contacting SC

6.3 Satisfaction with the way SC listens to views and acts upon them All respondents were asked how satisfied or dissatisfied they are with the way SC listens to views and acts upon them.

Two thirds (68%) of respondents are satisfied with the way SC listens to views and acts upon them. Sixteen percent of respondents expressed dissatisfaction, while a smaller proportion (8%) is neither satisfied nor dissatisfied.

Figure 42: Satisfaction with the way SC listens to views and acts upon them (All respondents)

U nweighted sample base: 903

61

Tenant Satisfaction and Aspiration Survey 2013

The proportion of respondents satisfied with the way SC listens to views and acts upon them ranges from 59% in Bannockburn to 79% in Stirling East and 79% in Stirling West. The difference of 20 percentage points is statistically significant.

Very satisfied

Fairly satisfied

Neither satisfied nor dissatisfied

Fairly dissatisfied

Very dissatisfied

Donâ&#x20AC;&#x2122;t know

Summary: satisfied

Summary: Dissatisfied

Table 14: Satisfaction with the way SC listens to views and acts upon them by area (All respondents)

Total [903]

30%

38%

8%

6%

9%

8%

68%

16%

Bannockburn [220]

33%

26%

6%

9%

10%

16%

59%

19%

Castle [213]

36%

30%

9%

4%

17%

6%

65%

21%

Dunblane & Bridge of Allan [54]

37%

26%

11%

15%

6%

4%

63%

22%

Forth & Endrick [60]

37%

28%

11%

3%

6%

15%

65%

10%

Stirling East [204]

16%

62%

8%

7%

5%

2%

79%

12%

Stirling West [86]

17%

62%

10%

6%

4%

1%

79%

10%

Trossachs & Teith [66]

41%

29%

6%

0%

9%

14%

70%

9%

Unweighted sample bases in brackets

62

Contacting SC

Respondents aged 65+ (63%) are significantly more likely than younger respondents (77%) to be satisfied with the way SC listens to views and acts upon them.

Figure 43: Satisfaction with the way SC listens to views and acts upon them by key demographics (All respondents)

Unwei ghted sample bases in brackets

A significantly smaller proportion of respondents who have contacted SC in the past 12 months (63%) are satisfied with the way SC listens to views and acts upon them in comparison to respondents who have not contacted SC (73%). In addition, whilst 77% of respondents satisfied with the opportunities to participate in decision making are satisfied with the way SC listens to views and acts upon them, the equivalent proportion amongst respondents dissatisfied with opportunities to participate in decision making is 30%.

63

Tenant Satisfaction and Aspiration Survey 2013

6.4 Methods used to contact SC All respondents were asked which methods they use or would use to contact SC. The majority use / would use telephone (93%). Respondents under 65 years of age (24%) are significantly more likely to highlight visiting the office than older respondents (18%).

Figure 44: Methods used to contact SC (All respondents)

U nweighted sample bases: All respondents 903; < 65 yrs 588; 65+ 310

64

Contacting SC

6.5 Use of the internet All respondents were asked at which locations, if any they use the internet. Less than half (45%) of respondents do use the internet. The following figure illustrates the large variation in internet use by tenant groups. When analysed by age, use of the internet varies from 2% amongst respondents aged 75+ to 88% amongst respondents aged < 35.

Figure 45: Use of the internet by key demographics (All respondents)

Unwei ghted sample bases in brackets

Family households (child < 16 yrs) (82%) are significantly more likely to use the internet than; single adult (24%), two adult households (37%) or â&#x20AC;&#x2DC;Otherâ&#x20AC;&#x2122; households (53%). In addition, economically active respondents (73%) and respondents without a

65

Tenant Satisfaction and Aspiration Survey 2013 disability (57%) are significantly more likely to use the internet than their counterparts (economically inactive respondents 28% and respondents with a disability 23%).

66

Contacting SC

6.5.1

Locations at which the internet is used The largest proportion of all respondents uses the internet at home (40%).

Figure 46: Locations at which the internet is used (All respondents)

Unweighted sample base: 903

67

Tenant Satisfaction and Aspiration Survey 2013

6.5.2

SC’s website Respondents who use the internet were asked if they have visited SC’s website in the past 12 months. The proportion of respondents who use the internet who have visited SC’s website is 34%. This compares to 32% of respondents from the 2010 survey which had access to the internet. The difference is not statistically significant however.

The following figure summaries the proportion of each tenant group with internet access which has visited SC’s website in the past 12 months.

Figure 47: Respondents who have visited the SC website in the past 12 months (Respondents who use the internet)

Un weighted sample bases in brackets. *Denotes small sample base

68

Contacting SC

6.5.3

What the SC website was used for The majority of respondents who have visited the SC website in the past 12 months did so to as they were looking up information about housing services (58%).

Figure 48: What the SC website was used for (Respondents who have visited the SC website in the past 12 months)

Unweighted sample base: 133

6.5.4

Usefulness of the SC website The majority of respondents who have visited SCâ&#x20AC;&#x2122;s website in the past 12 months found it useful (96%).

Figure 49: Usefulness of the SC website (Respondents who have visited the SC website in the past 12 months)

U nweighted sample base: 133

69

Tenant Satisfaction and Aspiration Survey 2013

Respondents who have visited SC’s website in the past 12 months were also asked to suggest how their experience of using the website could have been improved.

Seventy-eight percent of respondents said reported that the website was fine / had no suggested improvements and a further 8% said ‘don’t know’. Four percent suggested making it easier to locate the required information and 3% mentioned providing valid website links.

6.6 Open Door All respondents were asked if they read the last issue of SC’s newsletter Open Door.

Since 2010 the proportion of respondents reading Open Door has increased significantly from 66% to 72%.

Figure 50: Readership of the last issue of Open Door (All respondents)

Unweighted sample bases: 2010 907, 2013 903

70

Contacting SC

Respondents aged 65+ (44%) are significantly more likely to have read the last issue of Open Door fully than younger respondents (33%).

Figure 51: Readership of the last issue of Open Door by key demographics (All respondents)

Unwei ghted sample bases in brackets

71

Tenant Satisfaction and Aspiration Survey 2013

6.6.1

How good or poor Open Door is at keeping respondents informed about things that might affect them as a tenant Respondents who read or flicked through the last issue of Open Door were asked how good or poor Open Door is at keeping them informed about things that might affect them as a tenant.

The majority (89%) of respondents consider Open Door is good at keeping them informed about things that might affect them as a tenant. One in twenty respondents rate Open Door as poor in this regard (5%).

Figure 52: Being kept informed about things that might affect the respondent as a tenant (Respondents who read fully or flicked through the last issue of Open Door)

Unweighted sample base: 648

72

Contacting SC

Respondents aged 65+ are significantly more likely than younger respondents to highlight that Open Door is good at keeping them informed about things that might affect them as a tenant (92% and 87% respectively).

Figure 53: Being kept informed about things that might affect the respondent as a tenant by key demographics (Respondents who read fully or flicked through the last issue of Open Door)

Unwei ghted sample bases in brackets

73

Tenant Satisfaction and Aspiration Survey 2013

7

Repairs and maintenance This chapter looks at respondentsâ&#x20AC;&#x2122; satisfaction with the repairs and maintenance service, including satisfaction with the most recent repair undertaken and with a number of specific elements of the repairs and maintenance service. Satisfaction with SCâ&#x20AC;&#x2122;s planned / cyclical maintenance is also explored.

7.1 Repairs carried out at the property in the past 12 months Three fifths (59%) of respondents have had a repair carried out at their property in the past 12 months. The proportion of respondents having a repair carried out at the property ranges from 50% in Forth & Endrick to 67% in Castle. Respondents from Castle are significantly more likely to have a repair carried out in the past 12 months than respondents from Forth & Endrick, Stirling East and Stirling West.

Figure 54: Repairs carried out at the property in the past 12 months by area (All respondents)

Un weighted sample bases in brackets.

74

Repairs and maintenance

Respondents from â&#x20AC;&#x2DC;Otherâ&#x20AC;&#x2122; households (68%) and respondents from Family (child < 16) households (66%) are significantly more likely to have had a repair carried out at the property than single adult households (52%). Reflecting this, respondents aged under 65 (63%) are significantly more likely than older respondents (52%) to have had a property repair.

Figure 55: Repairs carried out at the property in the past 12 months by key demographics (All respondents)

Un weighted sample bases in brackets. * Denotes small sample size

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Tenant Satisfaction and Aspiration Survey 2013

7.2 Satisfaction with the last time repairs were carried out All respondents, irrespective of when they had last a repair completed at their property, were asked how satisfied or dissatisfied they were with the repairs service provided by SC for their last repair.

The following figure illustrates the views of; all respondents, respondents whose repair was carried out in the past 12 months and respondents whose repair was carried out longer ago.

Respondents who have more recent experience of a repair are significantly more likely to be satisfied with the last repair than respondents whose last repair was more than 12 months ago (86% and 75% respectively).

Figure 56: Satisfaction with the repairs service provided by SC for the last repair (All respondents)

Unweighted sample bases: All respondents 903; Repair carried out in the past 12 months 536; Repair carried out longer ago; 357

76

Repairs and maintenance

Respondents from Castle (86%) are significantly more likely than respondents from Forth & Endrick (71%), Stirling East (78%) and Stirling West (74%) to express satisfaction with the repairs service for the last repair carried out at the property. This finding may however be a reflection that respondents from Castle are more likely to have had a repair carried out in the past 12 months.

Very satisfied

Fairly satisfied

Neither satisfied nor dissatisfied

Fairly dissatisfied

Very dissatisfied

Summary: satisfied

Summary: Dissatisfied

Table 15: Satisfaction with the repairs service provided by SC for the last repair by area (All respondents)

Total [903]

60%

22%

7%

5%

6%

82%

11%

Bannockburn [220]

68%

17%

2%

5%

7%

85%

13%

Castle [213]

76%

10%

1%

5%

7%

86%

13%

Dunblane & Bridge of Allan [54]

64%

19%

11%

2%

4%

83%

6%

Forth & Endrick [60]

63%

7%

8%

14%

8%

71%

22%

Stirling East [204]

36%

43%

14%

3%

4%

78%

7%

Stirling West [86]

29%

45%

15%

7%

5%

74%

11%

Trossachs & Teith [66]

74%

10%

6%

3%

7%

83%

10%

Unweighted sample bases in brackets

77

Tenant Satisfaction and Aspiration Survey 2013

Older respondents (65+), those with a disability and respondents who are economically inactive are all significantly more likely to be satisfied with the repairs service provided for the last repair than younger respondents, those without a disability and the economically active.

Figure 57: Satisfaction with the repairs service provided by SC for the last repair by key demographics (All respondents)

Unwei ghted sample bases in brackets

7.2.1

Reasons for not being satisfied with the repairs service provided by SC for the last repair Sixteen percent of all respondents reported they were neither satisfied nor dissatisfied or dissatisfied with the repairs service provided by SC for the last repair. These respondents were asked to comment on why they were not satisfied. The comments were then grouped into themes.

78

Repairs and maintenance

The largest proportion of respondents, (29%) was unable to provide a satisfied rating as they did not have recent experience of the repairs service. For a smaller proportion (25%) it was due to poor quality of the repair / substandard workmanship. And a further 11% mentioned the contractor leaving the work unfinished .

7.3 Rating of aspects of the last repair carried out in the past 12 months Respondents who have had a repair carried out in the past 12 months (59% of all respondents) were asked to rate the last repair carried out on a number of aspects.

The aspects of the last repair carried out in the past 12 months viewed most positively is the attitude of the workers (94%). Respondents are most likely to express dissatisfaction regarding the time taken before work started (11%) and the repair being done â&#x20AC;&#x2DC;right first timeâ&#x20AC;&#x2122;.

79

Tenant Satisfaction and Aspiration Survey 2013 Figure 58: Rating of aspects of the last repair carried out in the past 12 months (Respondents who have had a repair carried in the past 12 months)

U nweighted sample bases: 536

7.4 Change in the repairs service in the past 12 months Over three fifths (62%) of all respondents feel the repairs service has remained unchanged over the past 12 months. A larger proportion of respondents (14%) feel it has improved than got worse (5%).

80

Repairs and maintenance Figure 59: Change in the repairs service in the past 12 months (All respondents)

Unweighted sample base: 903

Respondents who have had a repair carried out to their property in the past 12 months are significantly more likely than respondents who have not to identify an improvement (17% and 10% respectively).

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Tenant Satisfaction and Aspiration Survey 2013

7.5 Satisfaction with planned or cyclical maintenance carried out by SC Respondents were informed SC also undertakes planned or cyclical maintenance on the homes it is responsible for. This is where external Maintenance Repairs such as renewals to rainwater goods, fascia, soffits, paths and external painted surfaces etc are planned. The plan is worked out by externally inspecting properties to collate and analyse the information gathered. This is then worked into 12 phases for the year ahead. The Cyclical Maintenance is on a 5 year cycle.

Two thirds (67%) of respondents are satisfied with the planned or cyclical maintenance carried out by SC. Figure 60: Satisfaction with planned or cyclical maintenance carried out by SC (All respondents)

Unweighted sample base: 903

82

Repairs and maintenance

Respondents from Stirling East are significantly more likely to be satisfied with the planned or cyclical maintenance carried out by SC than respondents from any other ward apart from Stirling West.

Very satisfied

Fairly satisfied

Neither satisfied nor dissatisfied

Fairly dissatisfied

Very dissatisfied

Donâ&#x20AC;&#x2122;t know

Summary: satisfied

Summary: Dissatisfied

Table 16: Satisfaction with the planned or cyclical maintenance carried out by SC by area (All respondents)

Total [903]

40%

27%

5%

10%

10%

9%

67%

19%

Bannockburn [220]

45%

15%

4%

15%

10%

10%

61%

26%

Castle [213]

55%

10%

3%

8%

17%

6%

65%

26%

Dunblane & Bridge of Allan [54]

47%

18%

3%

12%

6%

15%

64%

18%

Forth & Endrick [60]

36%

10%

3%

10%

11%

30%

46%

21%

Stirling East [204]

24%

63%

6%

3%

2%

2%

87%

5%

Stirling West [86]

18%

61%

9%

8%

1%

3%

79%

9%

Trossachs & Teith [66]

43%

8%

10%

12%

15%

11%

51%

27%

Unweighted sample bases in brackets

83

Tenant Satisfaction and Aspiration Survey 2013

The following figure shows the proportion of each tenant group that is satisfied with the planned or cyclical maintenance carried out by SC. Respondents aged 65+ (74%) are significantly more likely than younger respondents (64%) to be satisfied with the planned or cyclical maintenance carried out by SC. Figure 61: Satisfaction with the planned or cyclical maintenance carried out by SC by key demographics (All respondents)

Un weighted sample bases in brackets. *Denotes small sample base

84

Repairs and maintenance

85

Tenant Satisfaction and Aspiration Survey 2013

8

Welfare reform and Money advice This section of the report summarises respondents’ awareness of the UK Government’s Welfare Reform and the level of impact, if any, respondents expect Welfare Reform will have on them. In addition this section of the report looks at aware of SC’s Income Maximisation Officer.

8.1 Awareness of the Welfare Reform Act 2012 All respondents were asked if they had heard of the Welfare Reform Act 2012, ‘the Bedroom Tax’ or ‘Universal Credit’. The majority (93%) of respondents have heard of these. As might be expected, given those who may be affected by it are below pension age, respondents < 65 years are significantly more likely to be aware of the Welfare Reform Act 2012, ‘the Bedroom Tax’ or ‘Universal Credit’ than respondents aged 65+ (97% and 86%).

Figure 62: Awareness of the Welfare Reform Act 2012, ‘the Bedroom Tax’ or ‘Universal Credit by key demographics (All respondents)

Unwei ghted sample bases in brackets

86

Welfare reform and Money advice 8.1.1

Impact of the Welfare Reform Act 2012, ‘the Bedroom Tax’ or ‘Universal Credit on the respondent and their household The majority (85%) of respondents aware of the Welfare Reform Act 2012, ‘the Bedroom Tax’ or ‘Universal Credit’ do not expect them to have any impact either on themselves or their household. Respondents with a disability are significantly more likely to expect ‘a lot’ of impact from the Welfare Reform Act 2012, ‘the Bedroom Tax’ or ‘Universal Credit’ than respondents who do not have a disability (16% and 8% respectively).

Figure 63: Impact of the Welfare Reform Act 2012, ‘the Bedroom Tax’ or ‘Universal Credit’) by key demographics (Respondents aware of the Welfare Reform Act 2012, ‘the Bedroom Tax’ or ‘Universal Credit’)

Unwei ghted sample bases in brackets.

87

Tenant Satisfaction and Aspiration Survey 2013

8.2 SC’s Income Maximisation Officer All respondents were informed that SC (in conjunction with Rural Stirling Housing Association and Forth Housing Association) employs an Income Maximisation Officer who offers free and confidential advice to tenants on a range of welfare benefits, household budgeting and paying fuel bills.

Only a minority (36%) of respondents are aware that SC employs an Income Maximisation Officer. Single adult households (28%) are significantly less likely than two adult households (38%), Family (child <16) households (43%) and ‘Other’ households (44%) to be aware of the Income Maximisation Officer. In addition, respondents aged 65+ (21%) are significantly less aware of the Income Maximisation Officer than younger respondents (43%).

Figure 64: Awareness of SC’s Income Maximisation Officer (All respondents)

Un weighted sample bases in brackets

88

Welfare reform and Money advice

8.3 Housing Benefit Three fifths (63%) of respondents are from households that receive Housing Benefit for either all or some of the rent. Respondents with a disability (80%) are significantly more likely to be in receipt of Housing Benefit than respondents without a disability (52%).

Figure 65: Receipt of Housing Benefit by key demographics (All respondents)

Un weighted sample bases in brackets

89

Tenant Satisfaction and Aspiration Survey 2013

90

Appendix One: Unweighted demographic profile of the sample

Appendix One: Unweighted demographic profile of the sample The following tables outline the unweighted demographic profile of the sample.

Table 17: Profile table Age

Respondents %

Base

16-24

4%

35

25-34

11%

99

35-44

13%

118

45-54

18%

163

55-64

19%

173

65-74

17%

151

75+

18%

159

Prefer not to say

1%

5

Male

33%

302

Female

67%

601

Yes

35%

320

No

64%

575

Prefer not to say

1%

8

Gender

Disability

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Tenant Satisfaction and Aspiration Survey 2013

Economic status

Respondents %

Base

Employee in full-time job (30 or more hours per week)

12%

110

Employee in part-time job (less than 30 hours per week)

9%

78

Self-employed - full or part time

1%

6

Government supported training

<0.5%

1

Unemployed and available for work

14%

123

Wholly retired from work

41%

369

Full-time education at school, college or university

1%

5

Looking after the family/home

8%

74

Permanently sick/disabled

13%

118

Doing something else/other

1%

13

Prefer not to say/refused

1%

6

Scottish

95%

859

Other British

3%

23

<0.5%

2

1%

8

Any other white background

<0.5%

4

Mixed or multiple ethnic background

<0.5%

1

Pakistani

<0.5%

1

Chinese

<0.5%

1

Any other Asian background

<0.5%

2

African

<0.5%

2

Any other Black background

0%

0

Any other groups

0%

0

Prefer not to say

0%

0

Ethnicity

Irish Polish

92

Appendix One: Unweighted demographic profile of the sample

Household composition

Respondents %

Base

One adult under 60

13%

120

One adult aged 60 or over

25%

228

Two adults, both under 60

11%

96

Two adults, at least one 60 or over

15%

133

Three or more adults, 16 or over

10%

92

1 parent family with child/ren at least one under 16

12%

105

2 parent family with child/ren at least one under 16

11%

98

Other

3%

28

<0.5%

3

Under 1 year

6%

53

1 – 2 years

6%

52

3 – 5 years

9%

84

6 – 10 years

12%

104

11 – 20 years

17%

156

21+ years

49%

439

Don’t know

2%

15

Prefer not to say/refused Length of tenancy with landlord

93

Tenant Satisfaction and Aspiration Survey 2013

Appendix 2: Table of figures and tables

Table of Figures Figure 1: Satisfaction with the service provided by SC (All respondents)...................................9 Figure 2: Satisfaction with the service provided by SC by key demographics (All respondents) .......................................................................................................................................11 Figure 3: Satisfaction with the service provided by SC as a landlord by key questions .........12 Figure 4: Priorities for SC (All respondents) ..................................................................................14 Figure 5: Being kept informed about SC’s services and decisions (All respondents) .............16 Figure 6: Being kept informed about SC’s services and decisions by key demographics (All respondents) .......................................................................................................................................18 Figure 7: Satisfaction with the opportunities provided to participate in SC’s decision making processes (All respondents) .............................................................................................................19 Figure 8: Satisfaction with the opportunities provided to participate in SC’s decision making by key demographics (All respondents)..........................................................................................21 Figure 9: Satisfaction with the quality of the home (All respondents) ........................................23 Figure 10: Satisfaction with the quality of the home by key demographics (All respondents) ..............................................................................................................................................................25 Figure 11: Change in the condition of the home in the past 12 months (All respondents) .....26 Figure 12: Change in the condition of the home in the past 12 months by ward (All respondents) .......................................................................................................................................27 Figure 13: Satisfaction with the standard of the home when the respondent moved in (Respondents who moved into their property in the past 12 months) .......................................28 Figure 14: Major works carried out at the property in the past 12 months (All respondents).29 Figure 15: Rating of major works carried out (Respondents who have had major works carried out at the property in the past 12 months) ........................................................................30 Figure 16: Rating of aspects of the major works undertaken in the past 12 months (Respondents who have had major works undertaken in the past 12 months) .......................31 Figure 17: Expectation of how long major components in the home would last from new (All respondents) .......................................................................................................................................32 Figure 18: Rent for the property representing value for money (All respondents)...................33 Figure 19: Rent for the property representing good value for money by key demographics (All respondents) ................................................................................................................................35 Figure 20: Satisfaction with SC’s management of the neighbourhood (All respondents).......37

94

Appendix 2: Table of figures and tables Figure 21: Satisfaction with SCâ&#x20AC;&#x2122;s management of the neighbourhood by key demographics (All respondents) ................................................................................................................................39 Figure 22: Satisfaction with the maintenance of open spaces in the neighbourhood (All respondents) .......................................................................................................................................40 Figure 23: Satisfaction with the maintenance of open spaces in the neighbourhood by key demographics (All respondents) ......................................................................................................42 Figure 24: Satisfaction with the maintenance of common areas (All respondents).................43 Figure 25: Change in the neighbourhood in the past three years (All respondents) ...............44 Figure 26: Change in the neighbourhood in the past three years by ward (All respondents) 45 Figure 27: Feelings of safety in the local neighbourhood (All respondents) .............................46 Figure 28: Problems in the neighbourhood (All respondents).....................................................47 Figure 29: Change in the incidence of dog fouling in the past 12 months (Respondents who identified dog fouling / dog mess as a major or minor problem in the neighbourhood) ..........50 Figure 30: Change in the incidence of dog fouling in the past 12 months by ward (Respondents who identified dog fouling / dog mess as a major or minor problem in the neighbourhood)...................................................................................................................................50 Figure 31: Experience of anti-social behaviour in the past 12 months by ward (All respondents) .......................................................................................................................................52 Figure 32: Experience of anti-social behaviour in the past 12 months by key demographics (All respondents) ................................................................................................................................53 Figure 33: Satisfaction with how the anti-social complaint was dealt with and satisfaction with the outcome of the anti-social complaint (Respondents reporting anti-social behaviour to SC in the past 12 months) .......................................................................................................................54 Figure 34: Reasons why the anti-social behaviour experienced in the past 12 months was not reported to SC (Respondents who experienced anti-social behaviour in the past 12 months but did not report it to SC)...................................................................................................55 Figure 35: Satisfaction with the way SC deals with enquiries (All respondents)......................56 Figure 36: Satisfaction with the way SC deals with enquiries by key demographics (All respondents) .......................................................................................................................................57 Figure 37: Contact with SC in the past 12 months with a query other than to pay rent / service charge (All respondents) .....................................................................................................58 Figure 38: Ease of getting hold of the right person (Respondents contacting SC in the past 12 months) ..........................................................................................................................................59 Figure 39: Helpfulness of staff (Respondents contacting SC in the past 12 months) .............59 Figure 40: Query answered in a reasonable time (Respondents contacting SC in the past 12 months) ................................................................................................................................................60 Figure 41: Satisfaction with the final outcome of the query (Respondents contacting SC in the past 12 months) ...........................................................................................................................60

95

Tenant Satisfaction and Aspiration Survey 2013 Figure 42: Satisfaction with the way SC listens to views and acts upon them (All respondents) .......................................................................................................................................61 Figure 43: Satisfaction with the way SC listens to views and acts upon them by key demographics (All respondents) ......................................................................................................63 Figure 44: Methods used to contact SC (All respondents) ..........................................................64 Figure 45: Use of the internet by key demographics (All respondents).....................................65 Figure 46: Locations at which the internet is used (All respondents).........................................67 Figure 47: Respondents who have visited the SC website in the past 12 months (Respondents who use the internet) ...............................................................................................68 Figure 48: What the SC website was used for (Respondents who have visited the SC website in the past 12 months) ........................................................................................................69 Figure 49: Usefulness of the SC website (Respondents who have visited the SC website in the past 12 months) ...........................................................................................................................69 Figure 50: Readership of the last issue of Open Door (All respondents)..................................70 Figure 51: Readership of the last issue of Open Door by key demographics (All respondents) ..............................................................................................................................................................71 Figure 52: Being kept informed about things that might affect the respondent as a tenant (Respondents who read fully or flicked through the last issue of Open Door) .........................72 Figure 53: Being kept informed about things that might affect the respondent as a tenant by key demographics (Respondents who read fully or flicked through the last issue of Open Door) ....................................................................................................................................................73 Figure 54: Repairs carried out at the property in the past 12 months by area (All respondents) .......................................................................................................................................74 Figure 55: Repairs carried out at the property in the past 12 months by key demographics (All respondents) ................................................................................................................................75 Figure 56: Satisfaction with the repairs service provided by SC for the last repair (All respondents) .......................................................................................................................................76 Figure 57: Satisfaction with the repairs service provided by SC for the last repair by key demographics (All respondents) ......................................................................................................78 Figure 58: Rating of aspects of the last repair carried out in the past 12 months (Respondents who have had a repair carried in the past 12 months) .......................................80 Figure 59: Change in the repairs service in the past 12 months (All respondents) .................81 Figure 60: Satisfaction with planned or cyclical maintenance carried out by SC (All respondents) .......................................................................................................................................82 Figure 61: Satisfaction with the planned or cyclical maintenance carried out by SC by key demographics (All respondents) ......................................................................................................84 Figure 62: Awareness of the Welfare Reform Act 2012, ‘the Bedroom Tax’ or ‘Universal Credit by key demographics (All respondents)..............................................................................86

96

Appendix 2: Table of figures and tables Figure 63: Impact of the Welfare Reform Act 2012, ‘the Bedroom Tax’ or ‘Universal Credit’) by key demographics (Respondents aware of the Welfare Reform Act 2012, ‘the Bedroom Tax’ or ‘Universal Credit’)..................................................................................................................87 Figure 64: Awareness of SC’s Income Maximisation Officer (All respondents) .......................88 Figure 65: Receipt of Housing Benefit by key demographics (All respondents) ......................89

Table of Tables Table 1: Scottish Social Housing Charter – Satisfaction Indicators .............................................5 Table 2: Target per Ward and number of sampling points ............................................................6 Table 3: Satisfaction with the service provided by SC by ward (All respondents) ...................10 Table 4: Being kept informed about SC’s services and decisions by ward (All respondents)17 Table 5: Satisfaction with the opportunities provided to participate in SC’s decision making by ward (All respondents) .................................................................................................................20 Table 6: Satisfaction with the quality of the home by ward (All respondents) ..........................24 Table 7: Rent for the property representing good value for money by ward (All respondents) ..............................................................................................................................................................34 Table 8: Satisfaction with SC’s management of the neighbourhood by ward (All respondents) ..............................................................................................................................................................38 Table 9: Satisfaction with the maintenance of open spaces in the neighbourhood by ward (All respondents) .......................................................................................................................................41 Table 10: Satisfaction with the maintenance of common areas by ward (All respondents) ...43 Table 11: Problems in the neighbourhood by ward – Dog fouling / dog mess (All respondents) .......................................................................................................................................48 Table 12: Problems in the neighbourhood by ward – Car parking (All respondents) ..............48 Table 13: Problems in the neighbourhood by ward – Rubbish or litter (All respondents).......49 Table 14: Satisfaction with the way SC listens to views and acts upon them by area (All respondents) .......................................................................................................................................62 Table 15: Satisfaction with the repairs service provided by SC for the last repair by area (All respondents) .......................................................................................................................................77 Table 16: Satisfaction with the planned or cyclical maintenance carried out by SC by area (All respondents) ................................................................................................................................83 Table 17: Profile table........................................................................................................................91

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Tenant Satisfaction and Aspiration Survey 2013

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