Taff Supported Survey Report by Taff housing

Taff Housing Association

Support Services Survey 2011

Report by Adam Payne adam.payne@arp-research.co.uk (t) 0844 272 6004

(w) www.arp-research.co.uk

Contents Page 1.

Introduction

Summary of main findings

Respondent profile

Overall satisfaction

The home (directly managed)

Communication and information

Complaints

Support services

Ideas for improvement

Appendices A. Methodology and data analysis

B. Example questionnaire (directly managed)

C. Example questionnaire (floating support)

D. Data summary

E. Data summary - by category

1. Introduction This report details the results of the 2011 Taff Housing Association support services satisfaction survey, delivered by ARP Research. A concurrent survey of tenants is reported separately. The survey questionnaire was based on the standard STATUS/STAR model, which allows the results to be benchmarked against other support providers in the ARP Research/Priority Research database. There were two versions of the questionnaire, one for directly managed supported housing, and the other for recipients of Taff’s floating support services. The former was a longer document, as it included additional questions about the accommodation that were only relevant to service users in Taff’s own directly managed schemes. The results of this year’s survey are also compared against the equivalent survey in 2008 to monitor service user’s satisfaction with the support they receive, and to help determine how those services should be improved in the future.

The survey has a theoretical sampling error of +/- 3.5% at the 95% level. Sampling error is the amount by which a result might vary due to chance.

Methodology The survey was conducted in September and October 2011. Paper self completion questionnaires were distributed by Taff to all of its support service users. A free prize draw and active staff participation were used to ensure a high response rate. The total survey sample of 292 represents a response rate of 62%, which is a small improvement on the 57% achieved in 2008. This included 61 respondents in supported housing schemes directly managed by Taff, and 231 living in other accommodation but who received floating support services. This equated to response rates of 76% and 60% respectively. Throughout the survey analysis, comparisons between groups have been subject to statistical tests to identify only those that are statistically significant, which means they cannot be accounted for by chance variations in the results. These calculations rely on a number of factors such as the sample size and the pattern of responses across a rating scale, For detailed information on the survey methodology and data analysis, please see appendix A.

thereby taking into account more than just the simple percentage difference. This means that some results are significant despite appearing superficially similar to others that are not. 1

2. Summary of main findings Overall satisfaction 1.

The 2011 survey results for Taff Support Services were very strong, with an exceptionally good overall rating of 98%. This included three quarters of the sample who claimed to be ‘very happy’ with the services they received from Taff. This rating had increased significantly since the previous survey in 2008, continuing the strong upward trend since 2005. It was also 10% higher than the benchmark average score (section 4).

Indeed, when respondents were asked to say in their own words what more Taff could do to become the best provider in Wales (see section 9), the vast majority of comments were simply compliments, both to their support workers and the service overall.

When the overall rating was analysed by the sub groups in the sample it revealed that, in common with previous years, floating support service users were happier with the service than those in directly managed accommodation (99% v 93% happy). In part this was to do with the different age profiles, with 85% of directly managed respondents being aged under 26 (section 4).

After a key driver analysis (regression), the main factors most closely associated with overall satisfaction were, in descending order of strength: ♦

The support that you receive (99% happy, section 4)

♦

Being given the opportunity to take part in decision making (94%, section 6)

Support services 5.

When asked to generally rate how happy they were with this support virtually all of the sample were positive (99%), including 84% who said that they were very happy (section 4). A key driver analysis of this statement revealed two further ratings that served as the best predictors for this score:

♦

Support worker overall (100% happy, section 8)

♦

Support has made a positive difference to my life (95%, section 8)

Virtually all respondents agreed that the support they received had made a positive difference to their lives, which included 78% who strongly agreed. This rating was again higher for floating support respondents compared to those in directly managed accommodation (97% v 84%, section 8).

3. Summary of main findings 7.

The areas of life which had most commonly seen improvements as a result of the support received were core aspects of maintaining one’s accommodation, including managing debt and money (60%), liaising with landlord and utilities providers (58%) and reporting repairs (53%). In addition, it was pleasing to see that half of the sample felt they had grown in confidence as a direct result of the support provided to them (52%, chart 8.8).

As was the case in previous surveys, respondents in directly managed accommodation were a little more likely to feel that they had unfulfilled support needs (38% v 20%). The most commonly cited needs were help in finding suitable move-on accommodation and help with accessing work, training, education etc. (chart 8.10).

Support planning 9.

There was no significant change since 2008 in the proportion of respondents who believed that the service was clearly explained to them (91% yes v 3% no), how many had a support plan (87%) or whether a copy of that plan had been offered (80% yes, 7% no).

10.

The vast majority also felt that they had a lot of input into that support plan (87%), with a further 10% having had a little bit of involvement, whilst the remainder gave no answer (section 8).

11.

As a consequence, the agreement ratings remained at 95% or more when respondents were asked about their involvement in reviewing their support needs, whether such reviews took place as their needs changed, and the way their ideas were treated (chart 8.6).

Support workers 12.

The quality of the support workers was often mentioned as a reason why no further improvements were needed to the survey (see section 9), and every single respondents said that they were happy with their support worker, including 88% who were very happy (section 8).

13.

All but one of the bank of questions on support workers received a rating of at least 98%, with the exception of their availability in emergencies which was still rated positively by 95% of the sample (chart 8.7).

14.

Communication and information 15.

Taff’s support service users seemed to be better informed than they were three years ago, and also appeared to feel that the service was more responsive to their views. Indeed, three measures had increased significantly since the previous survey: ♦

Being kept informed about issues that might affect you (98% good)

♦

We listen to your views and act upon them (95% happy)

♦

Given the opportunity to take part in decision making (94%, section 6)

3. Summary of main findings 16.

The score for the opportunities service users had to take part in decision making was a â&#x20AC;&#x2DC;key driverâ&#x20AC;&#x2122; predicting overall satisfaction, although it is unclear why this statement emerged ahead of the others in this section. One possibility is that supported service users were also thinking about their involvement in support planning when answering this question.

17.

Most respondents said that they knew how to contact Taff (93%), with the same proportion of directly managed residents also knowing how to ask for repairs. Respondents who received floating support were also asked whether they had contacted Taff by telephone during the previous twelve months, and most (73%) said that they had.

18.

Their experiences of Taffâ&#x20AC;&#x2122;s customer support had clearly been extremely good for floating support service users, as almost all of this group (96%) were happy with the service they received when telephoning Taff (chart 6.5).

Complaints 19.

Awareness of the complaints procedure had remained static since the last survey, with 80% of respondents claiming to know how to make a complaint. Confidence in the complaints procedure also remained high, with 92% of the sample saying that they would be confident using the complaints procedures if needed (section 7).

20.

The vast majority of directly managed respondents were aware of how to access help and support if they felt bullied by other residents (92%), which was an improvement on the 79% in the 2008 survey.

The home (directly managed) 21.

Overall happiness with the home had decreased since 2008, but not by enough to be statistically significant (77% v 85% happy, chart 4.3). Similarly, when respondents who lived in directly managed accommodation were asked to comment in more detail on various aspects of their home there were no significant variations in comparison to the previous survey (section 5).

22.

In fact, the majority of the ratings were actually a little higher than they had been before, including ratings for security (90% happy), communal areas (90%) and kitchens (85%). The latter score was actually 13% higher than that achieved in 2008, which was close to being statistically significant.

23.

The main exceptions to this pattern were the heating system and windows, both of which were the lowest rated features. In both cases there was a degree of unhappiness expressed (25% and 22% respectively), with both receiving very low positive ratings from residents at Ty Enfys (section 5).

24.

The rating for the repairs and maintenance service (78%) was still consistent with the benchmark scores but somewhat below the 90% rating achieved in the concurrent Taff general needs survey. By location this seemed to be more of issue at Ty Enfys, where 67% of residents were happy, but 22% were unhappy (section 5).

25.

There were no concerns about the neighbourhood, as 87% claimed to be happy, including 48% who were very happy.

3. Respondent profile 2011

3.1 Category

2008

Directly managed 21

Directly managed 33

Floating support 79

Floating support 67

% Base 292

3.2 Project (directly managed) 44 33

31 16 8

Ty Enfys

Ty Golau/Ty Caredig

Ty Haul

7 Ty Seren

7 2

Red Sea House

0 NR

Directly managed only | % Base 61

3. Respondent profile 2011

3.3 Accommodation provider (floating support) 33

2008

25% CardiďŹ&#x20AC; in 2008 15

20 16

10 0.4

Cardiff Forensic

Cardiff Foyer

Cardiff Generic

Cardiff Older Persons

Lighthouse Project

Taff HA

Vale of Glamorgan

Other

Floating support only | % Base 231

3.4 Gender NR 1

NR 2

Female 62

Female 63 Male 35

Male 36

% Base 292

3.5 Age 32

27 21

1 16 - 25

26 - 44

45 - 64

% 2011

% 2008

16 - 17

18 - 21

22 - 25

65+

% 2011

% 2008

55 - 59

60 - 64

65 - 74

26 - 34

75 - 84

35 - 44

85 - 94

45 - 54

95+

0.3

% Base 292

3. Respondent profile 3.9 Ethnic background

2011 Base: 292

% 2011

% 2008

82 0.7 0 2.1

76 2.1 2.9

2.1 0.7 0.7 0.7

1.6 0.5 0 0

0 0.3 0.7 0 0.7

0 0 0.5 0 0.5

1 1.7 4.1 0.7

0.5 3.7 4.6 1.1

0.7 0.3 0.7

4.3 3.2

2008

White Welsh/English/Scottish/Northern Irish/British

Irish Gypsy or Traveller Any other White background Mixed White and Black Caribbean White and Black African White and Asian Any other Mixed background

NR 1

White British 82

BME 17

Asian or Asian British Indian Pakistani Bangladeshi Chinese Any other Asian background

NR 3

White British 76

Black or Black British Caribbean African Somali African (not Somali) Any other Black background

BME 21

Other Arab Other No response

% Base 292

3.10 Main language − English

− Other

4 5

− Arabic

2 0.5 1.4

− No response − Welsh − Bengali − Somali − Urdu − Cantonese − Gujurati − Hindi − Mandarin − Polish − Punjabi

0.7 1.5 0.7 0.5 0.7 3 0.3 0 0 0 0 0 0 0 0 0 0 0 0 0

% Base 292

3. Respondent profile 2011

3.11 Disability or long term illness in household

2008 No 36

No 32

Don't know NR 5

Yes 63

Don't know NR 12

Yes 52

% Base 292

3.14 Sexual orientation 92 65 31 0.5

0 Heterosexual

0.3

Gay man

0.5

Lesbian

0.7

Bisexual

Other

Prefer not to say / NR % Base 292

3.15 Religion 44

29 17 0.7 No religion

Christian

Buddhist

7 0

Hindu

8 0

Jewish

Muslim

0 Sikh

Other

4 Prefer not to sa y / NR % Base 292

4. Overall satisfaction The 2011 survey results for Taff Support Services were very strong, with an exceptionally good overall rating of 98%. This included three quarters of the sample who claimed to be ‘very happy’ with the services they received from Taff.

The main rating statement results also include charts showing the pattern of results since 2005.

Furthermore, this rating had increased significantly since the previous survey in 2008 by 3% in the total who were happy with the services, but including an increase of 9% in the proportion who were ‘very happy’. This continued the strong upward trend since 2005, to the extent that there is now limited scope to improve the score any further. To put the score in broader context, the ARP Research/Priority Research average STATUS overall satisfaction rating for supported housing is 88%, which is the approximate level of satisfaction Taff achieved in the initial survey in 2005. Indeed, when respondents were asked to say in their own words what more Taff could do to become the best provider in Wales (see section 9), the vast majority of comments were simply compliments, both to their support workers and the service overall. A reflection of these comments can be found in the sidebar overleaf, with the main message being just to keep up the good work.

4.1 Overall satisfaction

88 −

Overall service from Taff <1 2

% happy 2011

% happy 2008

confidence (95%)

+/- 1.8

significantly higher than 2008 very unhappy

no significant difference significantly lower than 2008

fairly unhappy

See appendix A for further

neither

fairly happy

very happy

Benchmark Excludes non respondents | % Base 290

information on statistical tests and confidence levels

100

80 2005

2008

2011

4. Overall satisfaction

4.2 Satisfaction with support

91 −

The support that you receive

% happy 2011

% happy 2008

confidence (95%)

+/- 1.0

significantly higher than 2008 very unhappy

no significant difference significantly lower than 2008

fairly unhappy

See appendix A for further

neither

fairly happy

very happy

Benchmark Excludes non respondents | % Base 288

information on statistical tests and confidence levels

100

2008

2011

93 90

80 2005

4.3 Satisfaction on other key measures (directly managed) 84 −

Neighbourhood as a place to live

77 −

86 −

The way repairs and

5 8

maintenance is dealt with

2 10 10

Home you live in

8 2 13

significantly higher than 2008 no significant difference

very unhappy

fairly unhappy

neither

% happy 2011

% happy 2008

confidence (95%)

+/- 8.5

+/- 11.3

+/- 10.6

fairly happy

very happy

significantly lower than 2008 See appendix A for further information on statistical tests and confidence levels

Benchmark Directly managed only. Excludes non respondents | % Bases (descending) 61,51,61

4. Overall satisfaction The very strong overall rating reflects the rest of the survey results, which where commonly very high, being in excess of the benchmarks in almost every

“Can't improve, provide an excellent service all round. Communication, punctuality, problem

instance. However, the reader will note that in some

solving, financial areas - absolutely excellent”

cases apparent changes are not highlighted as

“Everything is wonderful, everything is good. Just

being statistically significant. This is because the significance threshold is dependent on sample size, and also that the statistical tests look at the pattern of results across every point in the scale. When the overall rating was analysed by the sub groups in the sample it revealed that, in common with previous years, floating support service users were happier with the service than those in directly

continue to do what you are doing.” “For Taff to keep working with the support they give. They offer excellent support services and I would not like this to change.” “I appreciate all the support I have been given and there is nothing I can think to improve it. Hope the service continues for other people in the future.”

managed accommodation (99% v 93% happy). In

“I can't see any room for improvement. Taff are

part this was to do with the different age profiles,

100% - effective”

with 85% of directly managed respondents being aged under 26.

“I think Taff Housing are amazing when it comes with dealing with any problems, they offer excellent

The sub samples were obviously quite small, but the two biggest directly managed schemes were Ty Enfys and Ty Seren, which achieved overall ratings of 95% and 96% respectively. In both cases, however, the modal response was fairly happy (70%

support.” “Keep doing what you are doing. Very happy with all the support that is provided “Very, very good”

and 77% respectively) rather than ‘very happy’. To learn more about the overall score a ‘key driver’ analysis was also carried out, using a stepwise linear regression, in order to determine which opinion rating statements in the questionnaires were most closely associated with overall satisfaction. This test does not necessarily suggest a causal link (although there may be one), but it does highlight the combination of opinion rating statements that are the best predictors of overall satisfaction. The analysis identified two key drivers, in descending order of strength: ♦

The support that you receive (99% happy)

♦

Being given the opportunity to take part in decision making (94%, section 6)

The first of these is obviously unsurprising considering the nature of the service provided, and this rating also reflected the improvement in scores since 2008 (99% v 97%). However, due to the fact that in 2008 the vast majority were already very happy with the service (83%) this was not a statistically significant improvement. Once more, Taff were considerably ahead of the benchmark score (91%) on this measure, with results being sufficiently high for there to be nothing further to note in the sub group analysis. As discussed in more detail in section 8 of the report, this rating had key drivers of its own which were again quite obvious, being ratings for satisfaction with the support worker and the extent to which the service had improved their lives. A ‘key driver’ analysis uses a regression test to check which other results in the survey which are best at predicting overall satisfaction

The second driver of overall satisfaction was the opportunities respondents felt they were given to take part in decision making. This topic is covered in more depth in section 6, but suffice to say that this was another rating that had improved significantly since 2008, with an increase from 86% to 94% happy. Indeed, other positive results in that

4. Overall satisfaction section would suggest that both information and service user involvement activities had improved in the last 3 years, which clearly had a positive impact on the overall rating. There were three other overall ratings, for the home, neighbour and repairs service, which were only relevant to residents in directly managed accommodation. Of these, none had changed significantly since 2008, although with the relatively small sample size it would have required a substantial change for this threshold to have been reached. There were no concerns about the neighbourhood, as 87% claimed to be happy, including 48% who were very happy. The score was a little lower for those living in Ty Seren, but even then 78% of respondents were positive (30% very happy). However, the other two ratings were both a number of percentage points lower than the equivalent score in 2008. It is quite possible that these changes are simply due to chance, but are still worth noting in case they are not. The first of these was the rating for the repairs and maintenance service (78%), which was still consistent with the benchmark scores but somewhat below the 90% rating achieved in the concurrent Taff general needs survey. By location this seemed to be more of issue at Ty Enfys, where 67% of residents were happy, but 22% were unhappy. This is in contrast to the score of 100% happy in 2008. The score was also lower when respondents were asked how happy they were with the home they lived in (77% v 85% in 2008), which was now actually below the benchmark score of 86% and the rating amongst Taff general needs tenants of 88%. However, there were no significant variations in how different groups answered this question, nor was there any indication from the detailed questions on features of the home that there was anything amiss (see section 5). Accordingly, there are no hints to suggest that this is anything other than a chance variation compared to the previous survey.

“I think the work that Taff does is outstanding. Extremely happy with the support I have received, I couldn't have done it without my support worker.” “I am very happy with the service support worker, has given me. I think she should be support worker of the year” “I found the support worker very helpful in giving advice and actively providing support in assessing services which would enable me to live and maintain my home and independence.” “I can't really think of any improvements cos my support worker has been really good.”

5. The home As previously discussed, overall happiness with the home had decreased since 2008, but not by enough to be statistically significant (77% v 85% happy, chart 4.3). Similarly, when respondents who lived in directly managed accommodation were asked to comment in more detail on various aspects of their home there were no significant variations in

The questions in this section were only asked of respondents living in directly managed supported housing (base 61).

comparison to the previous survey (chart 5.1). In fact, the majority of the ratings were actually a little higher than they had been before, including ratings for security (90% happy), communal areas (90%) and kitchens (85%). The latter score was actually 13% higher than that achieved in 2008, which was close to being statistically significant. The main exceptions to this pattern were the heating system and windows, both of which were the lowest rated features. In both cases there was a degree of unhappiness expressed (25% and 22% respectively), but more dramatically both received very low positive ratings from residents at Ty Enfys (35% and 32% respectively). Ty Enfys were also less happy about their windows in 2008, and when asked what Taff could do to improve its services in the future, one resident in this year’s survey stated that “the windows need double glazing - we've been waiting a long time” (section 9). Interestingly, when this group of detailed statements was used in a ‘key driver analysis’ of overall happiness with the home that people lived in, the closest relationships were not, as one might expect, with key components such as bathrooms, kitchens or communal areas. Instead, happiness with the furniture (85%) and storage space (75%) were the best predictors of overall happiness. The reader should remember this this link is not necessarily causal, but it is still worthy of note. Residents were also asked about their perception of safety and security, and in accordance with the high rating given to the security of the home 93% also agreed that they felt safe and secure living in their home. The rating for privacy has decreased slightly since the previous survey (79% agreed, 17% disagreed), but this was not a significant change, nor where there any significant differences by scheme. Finally in this section, residents were nearly unanimous in their agreement that house and/or tenancy rules were clear, and 93% also felt that the terms of the agreements were fair (chart 5.6). These scores were so high that there were no clear differences by sub group, were a few points above the equivalent benchmark and the scores from 2008. Green, grey and purple arrow icons denote whether a rating score has changed significantly since the last survey. 13

5. The home 5.1 Features of the home

− Play room/facilities*

% happy 2008

confidence (95%)

100

+/- 0

+/- 7.7

+/- 7.8

+/- 8.9

+/- 9.0

+/- 11.0

− Security

23 5

− Communal areas*

23 5

− Kitchen

555

− Furniture (where supplied)

37 5

− Garden*

% happy 2011

28 8

− Cleanliness of the project

3 12 10

+/- 11.0

− Storage space

7 10 8

+/- 11.0

− Decorations

3 10 12

+/- 11.3

− Bathroom

2 18

+/- 11.0

− Windows

+/- 11.2

+/- 12.7

− Heating system

significantly higher than 2008 no significant difference

11 14

7 5

very unhappy

fairly unhappy

neither

fairly happy

very happy

significantly lower than 2008 See appendix A for further information on statistical tests and confidence levels

(* if applicable). Directly managed only. Excludes non respondents | % Bases (descending) 19,59,58,61,60,48,60,60,58,61,60,56

5. The home 5.2 Satisfaction with the home - by project % happy

Kitchen

Bathroom

Windows

Heating system

Security

Decorations

Storage space

Furniture (where supplied)

Garden*

Communal areas*

Play room/facilities*

Cleanliness of the project

100

Sample size

Overall

Ty Enfys

100

Ty Golau/Ty Caredig

100

Ty Haul

100

Ty Seren

Red Sea House

100

Care should be taken interpreting these figures due the small sample sizes.

Significantly lower than average

Significantly higher than average

(95% confidence*)

* See appendix A for further information on statistical tests and confidence levels

5.3 Safety and security

85 â&#x2C6;&#x2019;

Feel safe and secure

83 â&#x2C6;&#x2019;

Get privacy here

significantly higher than 2008 no significant difference

7 10 5

strongly disagree

tend to disagree

neither

% agree 2011

% agree 2008

confidence (95%)

+/- 6.3

+/- 10.3

tend to agree

strongly agree

significantly lower than 2008 See appendix A for further information on statistical tests

Benchmark Directly managed only. Excludes non respondents | % Bases (descending) 60,61

and confidence levels

5. The home 5.4 Have copy of occupancy/tenancy agreement

2011 2008

Yes 89

No 2

No 3 Don't know NR 8

Don't know NR 12

Yes 86

Directly managed only | % Base 61

5.5 Have copy of house rules

Yes 89

No 3

No 5 Don't know NR 6

Don't know NR 10

Yes 87

Directly managed only | % Base 61

5.6 Rules and agreements

92 −

Understand house rules (if applicable)

93 −

Understand occupancy/ tenancy rules

90 −

Terms of the agreements are fair significantly higher than 2008 no significant difference

% agree 2011

% agree 2008

confidence (95%)

+/- 3.3

+/- 4.5

+/- 6.4

22 3

strongly disagree

tend to disagree

neither

tend to agree

strongly agree

significantly lower than 2008 See appendix A for further information on statistical tests and confidence levels

Benchmark

Directly managed only. Excludes non respondents | % Bases (descending) 59,60,59

6. Communication & information Please note that some 2008 results may

Taff’s support service users seemed to be better informed

vary slightly from those previously

than they were three years ago, and also appeared to feel

published, which is due to minor changes in

that the service was more responsive to their views. Indeed,

how these questions are calculated.

three measures had increased significantly since the previous survey: ♦

Being kept informed about issues that might affect you (98% good)

♦

We listen to your views and act upon them (95% happy)

♦

Given the opportunity to take part in decision making (94%)

This was consistent with the separate Taff general needs tenant survey, where increases had also been observed for these questions. The latter two questions were given lower scores by directly managed respondents (82% and 84% respectively), although this was still very similar to the general needs scores. The level of information was rated poorest by residents in Ty Enfys, not because any went so far as to say that Taff was poor in this regard, but because only 35% of that group claimed to be ‘very happy’. There were no other notable differences in the rating for listening to service users, but when asked whether they felt that they were consulted about changes that affected them, only 64% of residents at Ty Seren agreed, and 20% disagreed.

6.1 Information 84 −

Being kept informed about things that might affect you

<1 2

% good 2011

% good 2008

confidence (95%)

+/- 1.8

significantly higher than 2008 very poor

no significant difference significantly lower than 2008

fairly poor

See appendix A for further

neither

fairly good

very good

Benchmark Excludes non respondents | % Base 286

information on statistical tests and

100

80 2005

2008

2011

6. Communication and information 6.2 Communication

− Know how to ask for

repairs*

− Know how to contact Taff

− Consulted about any

changes

241

22 6

significantly higher than 2008

% agree 2008

confidence (95%)

+/- 6.2

+/- 2.9

+/- 3.6

strongly disagree

no significant difference

% agree 2011

tend to disagree

neither

tend to agree

strongly agree

significantly lower than 2008 See appendix A for further

* Directly managed only. Excludes non respondents | % Bases (descending) 61,285,265

information on statistical tests and confidence levels

6.3 Service user involvement 80 −

We listen to your views and act upon them

− Given opportunity to take

part in decision making significantly higher than 2008 no significant difference

% happy 2011

% happy 2008

confidence (95%)

+/- 2.7

<1 2 4

+/- 2.9

very unhappy

fairly unhappy

neither

fairly happy

very happy

significantly lower than 2008 See appendix A for further information on statistical tests and confidence levels

Benchmark

Excludes non respondents | % Bases (descending) 277,264

6. Communication and information 6.4 Telephoned Taff in last year? (floating support)

2011 2008 No 27

No 24

Yes 73

Yes 65

Unsure /NR 3

Unsure /NR 8 Floating support only | % Base 231

6.5 Customer service (floating support)

87 −

Service received when contacting Taff

<1 3

% happy 2011

% happy 2008

confidence (95%)

+/- 2.8

significantly higher than 2008 no significant difference significantly lower than 2008

very unhappy

See appendix A for further information on statistical tests and

fairly unhappy

Benchmark

neither

fairly happy

very happy

Floating support only. Excludes non respondents | % Base 286

The score for the opportunities service users had to take part in decision making was a ‘key driver’ predicting overall satisfaction, although it is unclear why this statement emerged ahead of the others in this section. One possibility is that, unlike Taff’s general needs tenants, supported service users took into account more than just generic involvement activities when answering this question. For example, 97% felt that they were actively involved in reviewing their support needs (chart 8.6). Moving on to consider general customer service interactions, most respondents said that they knew how to contact Taff (93%), with the same proportion of directly managed residents also knowing how to ask for repairs. Respondents who received floating support were also asked whether they had contacted Taff by telephone during the previous twelve months, and most (73%) said that they had. Their experiences of Taff’s customer support had clearly been extremely good, as almost all of this group (96%) were happy with the service they received. This continued the very high scores seen in 2008, which meant that it was again 9% higher than the comparable benchmark score.

6. Communication and information 6.6 Happy to use − Telephone

− Visit to your home by staff

− In writing

− Text/SMS

− Newsletter

− Visit to the office

− Email

− Open meetings

− Social networking

7 More than one answer allowed | % Base 292

2011

6.7 Preferred document format

2008

77 63

27 2

Large print

CD/Tape

0 Welsh

Other language

None of these

More than one answer allowed | % Base 292

7. Complaints Awareness of the complaints procedure had remained static since the last survey, with 80% of respondents claiming to know how to make a complaint; compared to only 10% who definitely did not (the remainder were unsure or did not answer). Awareness levels were higher amongst directly managed respondents than in the floating support sample (89% v 78%). Confidence in the complaints procedure also remained high, with 92% of the sample saying that they would be confident using the complaints procedures if needed â&#x20AC;&#x201C; this result did not vary by sub-group. There was one question in this section where the results had changed significantly since 2008, and this was in relation to help and support structures for any directly managed supported tenants who felt they were being bullied by another resident. The vast majority of respondents were aware of how to access this in 2011 (92%), which was an improvement on the 79% in the 2008 survey.

7.1 Know how to make a complaint?

2011 2008

No 10 Yes 80

Unsure /NR 10

Yes 79

No 19

Unsure /NR 2

% Base 292

7. Complaints 7.2 Complaints procedure

86 â&#x2C6;&#x2019;

Confident using complaints procedure if needed

22 4

% agree 2011

% agree 2008

confidence (95%)

+/- 3.5

significantly higher than 2008 strongly disagree

no significant difference significantly lower than 2008 See appendix A for further

Benchmark

information on statistical tests and

tend to disagree

neither

tend to agree

strongly agree

Know how to make a complaint. Excludes non respondents | % Base 227

7.3 Know where to get help/support for bullying (directly managed)

2011 2008

Yes 92

No 2 Unsure NR 6

No 19 Yes 79

Unsure NR 2 Directly managed only | % Base 61

8. Support services Turning now to consider the core support services received by survey respondents, when asked to generally rate how happy they were with this support virtually all of the sample were positive (99%), including 84% who said that they were very happy (section 4). This rating was obviously closely associated with the perception of Taff overall, but also had â&#x20AC;&#x2DC;key driversâ&#x20AC;&#x2122; of its own. Indeed, it was wholly unsurprising that there was a very close relationship between the rating for the support in general and the overall perception of the support worker, although the extent to which support had made a difference to their life was also a key driver. In fact, the quality of the support workers was often mentioned as a reason why no further improvements were needed to the survey (see section 9), and every single respondents said that they were happy with their support worker, including 88% who were very happy. Indeed, all but one of the bank of questions on support workers received a rating of at least 98%, with the exception of their availability in emergencies which was still rated positively by 95% of the sample (85% at Ty Enfys). Whilst it is common in supported services surveys for support workers to receive high rating, the average scores are typically in the mid-nineties rather than the virtual unanimity amongst Taff respondents.

8.1 Service explained before support started

2011 2008

No 3 Unsure NR 6

Yes 91

Yes 88

No 4 Unsure NR 8

89 Benchmark

% Base 292

8.2 Given copy of tenant support charter No 9

No 17

Yes 63

Yes 58 Unsure NR 25

Unsure NR 28

% Base 292

8. Support service 8.3 Have support plan?

2011 2008

No 4 Unsure NR 9

Yes 87

No 3 Unsure NR 10

Yes 87

% Base 292

8.4 Offered a copy of support plan? No 5

No 7

Unsure NR 13

Yes 80

Yes 82

Those with a support plan | % Base 253

8.5 Input in agreeing support plan 87

10 A lot

8 A little

0 None at all

Don't know/ N.A.

Those with a support plan | % Base 253

8. Support service 8.6 Support service generally

% agree 2011

% agree 2008

confidence (95%)

+/- 2.2

91 −

Actively involved in review of support needs

91 −

Ideas and suggestions are <112 18 treated seriously

+/- 2.2

89 −

The support has made a positive difference to my life

1 14

+/- 2.6

Support plan is reviewed when needs change

+/- 2.8

91 −

significantly higher than 2008 no significant difference

<1 3

strongly disagree

tend to disagree

neither

tend to agree

strongly agree

significantly lower than 2008 See appendix A for further information on statistical tests and confidence levels

Benchmark Excludes non respondents | % Bases (descending) 265,272,285,250

In this case sub group analyses were obviously of little value, but a ‘key driver’ analysis did reveal that the of all questions in this bank, the strongest predictor of the overall score for support workers was the politeness and respect with which they dealt with their clients. Regarding the wider support structures, there was no significant change since 2008 in the proportion of respondents who believed that the service was clearly explained to them (91% yes v 3% no), how many had a support plan (87%) or whether a copy of that plan had been offered (80% yes, 7% no). The vast majority also felt that they had a lot of input into that support plan (87%), with not a single respondent claiming to have had no involvement. As a consequence, the agreement ratings remained at 95% or more when respondents were asked about their involvement in reviewing their support needs, whether such reviews took place as their needs changed, and the way their ideas were treated. Of these ratings, the most notable variation in the results was that directly managed respondents (89%), particularly living at Ty Seren (87%), were less likely than floating support services users (98%) to say that their ideas and suggestions were treated seriously. Similarly, 95% of respondents agreed that the support they received had made a positive difference to their lives, which included 78% who strongly agreed. This rating was again higher for floating support respondents compared to those in directly managed accommodation (97% v 84%), with Ty Seren giving the lowest score (79%). The areas of life which had most commonly seen improvements as a result of the support received were core aspects of maintaining one’s accommodation, including managing debt and money (60%), liaising with landlord and utilities providers (58%) and reporting repairs (53%). In addition, it was pleasing to see that half of the sample felt they had grown in confidence as a direct result of the support provided to them (52%, chart 8.8). 25

8. Support service 8.7 Support worker

% happy 2011

% happy 2008

confidence (95%)

100

+/- 0

94 −

Support worker overall

96 −

Politeness and respect

100

+/- 0

94 −

Helpfulness with problem solving

100

+/- 0.7

95 −

Doing what they say they <1 11 will

+/- 1.0

93 −

Their punctuality

<11 11

+/- 1.5

93 −

Frequency of contact

<1 1 11

+/- 1.7

+/- 2.5

− Availability in

emergencies

significantly higher than 2008 no significant difference

very unhappy

fairly unhappy

neither

fairly happy

very happy

significantly lower than 2008 See appendix A for further information on statistical tests and confidence levels

Benchmark Excludes non respondents | % Bases (descending) 287,286,285,285,285,286,263

All of the respondents in the sample were asked about the support services they currently received, and also which they felt they needed but did not currently receive. The current receipt of services was obviously correlated to the areas of life where improvements had been noted, but of more interest perhaps is those areas of unmet need. As was the case in previous surveys, respondents in directly managed accommodation were a little more likely to feel that they had unfulfilled support needs. Indeed over a third of this group said that they needed at least one of the types of support mentioned in the questionnaire that they did not already receive (38%), compared to only 20% of floating support respondents. The most requested extra support and advice amongst directly managed respondents were assistance finding move on accommodation and getting access to training, employment, education etc. (both 13%). Interestingly, the third requested types of support amongst directly managed respondents, support when liaising with the landlord or utility companies (11.5%), was actually the service most likely to be supplied to floating support residents (75% compared to only 30% of directly managed).

8. Support service % directly managed

% floating support

38 41

8.8 Areas of life that support has improved 60

− Managing debt/money

− Liaise with landlord and utility

58 56

companies

− Reporting repairs

− Increasing confidence

− Understanding tenancy/occupancy

51 51

agreement

44 46

− Identify and access other agencies

42 41

− Maintaining the safety of home − Finding suitable move on

accommodation − Accessing/managing health services

− Managing mental health

17 24

− Access to training, employment,

education etc.

− Support personal relationships

− Resolving disputes/managing

15 13

relationships with neighbours

11 10

− Parenting and looking after children

9 8

− Maintaining crime-free lifestyle − Managing substance misuse

6 11

− Other

4 5

− Reducing offending

4 5

2011 2008 More than one answer allowed | % Base 292

8. Support service % directly managed

% floating support

8.9 Advice/support received − Managing debt/money

− Liaise with landlord and utility

companies

− Understanding tenancy/occupancy

agreement

− Reporting repairs

14 59 57

− Identify and access other agencies

− Accessing/managing health services

− Maintaining the safety of home

− Increasing confidence

56 47

− Finding suitable move on

accommodation

− Managing mental health

26 30

− Access to training, employment,

education etc.

− Support personal relationships

− Resolving disputes/managing

23 9

relationships with neighbours

− Maintaining crime-free lifestyle

49 11

− Parenting and looking after children

65 9

− Managing substance misuse − Reducing offending

15 4 22 2011 2008 More than one answer allowed | % Base 292

8. Support service % directly managed

% floating support

13.1

6.9

6.8 5.9

13.1

5.2

6.8 7.0

9.8

6.1

4.9

4.8

4.1

9.8

2.6

− Maintaining the safety of home

4.1 5.3

4.9

3.9

− Liaise with landlord and utility

4.1 5.3

11.5

2.2

3.8

4.9

3.5

8.2

1.7

2.7 3.2

4.9

2.2

2.7

8.2

1.3

1.6

2.2

3.3

1.7

1.6

1.7

3.3

1.3

3.3

0.4

1.6

0.4

8.10 Advice/support needed − Finding suitable move on

8.2 9.1

accommodation − Access to training, employment,

education etc. − Increasing confidence

4.8

− Managing mental health

3.2

− Managing debt/money

2.1

companies − Identify and access other agencies

7.5 3.1 3.7

− Reporting repairs − Resolving disputes/managing

relationships with neighbours − Support personal relationships

5.3

− Accessing/managing health services

2.1

− Reducing offending

2.1 3.2

− Parenting and looking after children − Understanding tenancy/occupancy

agreement − Managing substance misuse − Maintaining crime-free lifestyle

3.7

1.7 3.7 1.7 2.7 1.0 4.3 0.7 3.7

2011 2008 More than one answer allowed | % Base 292

9. Ideas for improvement At the end of the questionnaire, all of the respondents were asked to give their ideas for how Taff could become the best housing association in Wales. A third of the sample answered this question in their own words, and it is very positive to see that the most frequently given answer was that Taff were already very good and that no further improvements were needed (16%). In addition 6% specifically noted the help that their support worker had given, which taken together resulted in 24% of the sample who gave unprompted compliments to the service. These have not all been included verbatim in the report, but an illustrative selection can be found in section 4. Of the remaining comments, the two most common themes were around making it easier for people to get suitable accommodation, or continued improvement to communication between staff and service users. However, the most useful means of exploring these comments is actually by scheme or project, and they are presented as such across the next two pages.

9.1 Improvements − Service is very good

− Support worker is very good

− Access to accommodation

− Better communication

− Miscellaneous

1.4

− Issues with the property

1.4

− Want additional support

1.0

− Relax curfews

0.7

− Support with shopping

0.7

− Don’t want support to end

0.7

− More female staff

0.7 Coded from free text responses. More than one answer allowed | % Base 292

9. Ideas for improvement 9.2 Directly managed Ty Enfys

Ty Golau/Ty Caredig

Building more Taff

To help house people

properties to enable

nice. But the problem is

residents of Ty Enfys

the time people are living

to move on quicker.

in sharing as it takes a

To ask the other tenants

opening an office near

clean and wash up after

Welsh Refugee so as

them in the bathroom.

but also have a child/

people get easy way

To recognise the

Sometimes I don't

to get to you (Taff).

people ...

feel I am given much

between staff

such as maintenance.

and customers.

â&#x20AC;Ś that are bulling other tenants. To make sure

accommodation

the girls put the hover

where they can all live

back on the landing

together, more quickly.

Improving relationship

notice of things, â&#x20AC;Ś with them to access

long time to get a house.

Get more tenants by

in a Housing meeting to

who have children not living with them, children living ...

The services about the house and support are

By getting new

Ty Haul

after they have finished or get a warning.

windows - big gaps at the top More permanent move on

of the window

The windows need double

opportunities as I'm under

glazing - we've been

18 and have been told I

waiting a long time. I

have 5 years to wait, but

sometimes feel some night

I'm only able to stay at Ty

staff have attitude, and

Haul for 1 more year.

could be more flexible.

To be contracted by phone/text instead

Ty Seren

of letters under my door, so I do not

By taking into

miss them.

To have more

account

than 2 nights

More female

everyone's views,

out allowed per

issues, etc.

night workers

week.

More relaxed

in the hostel. The

times visitors must leave premises.

Would like more things to do with the babies

curfew rules and

garden toys could be

By reducing rents

more age appropriate.

and service charges

Increase

at projects due to

understanding. I feel

them being

more comfortable with a

homeless hostels.

To control my

support time,

own heating in

more than one

my flat, e.g. by

a week

To have woman only staff as they are more

There are not proper

female member of staff.

radiator.

windows. I feel they could be more attentive to sorting out the windows.

9. Ideas for improvement 9.2 Floating support Lighthouse I want to go back to my flat,

I want my

but I can't/ I'm waiting for a

support worker

sheltered flat to become available. If it wasn't for my

to be able to take

support worker, it would I am still in hospital and requiring support to find suitable accommodation. If Taff are able to build level access ground floor

I am profoundly

To provide

deaf and need

support with

support

bungalows, I would be very grateful.

me shopping

have taken me weeks to fill out the forms.

I want my support

Please build

to continue, but my

houses in

support worker says

I want to

I did not want

move to St

support to By providing

shopping

they have done

Newport!

Bulians

Project

everything.

end.

information and assisting with service users' I wish there were

I would like Taff

problems

more bungalows in

to manage their

Newport. The waiting list is so

I would like 2

long.

own waiting list I have found all of

visits per week

the changes with

rather than one, With benefit problems it would be useful if Taff

if possible.

had a hot line that I could need for advice and

Make good communication with the household through

Others

listening to my needs and try to find a suitable

Don't know how to complain, but have no need too.

Continue communicating

ring if I was in desperate emergency support.

support workers difficult to deal with.

solutions

with residents

Appendix A. Methodology & data analysis Questionnaire There were two versions of the questionnaire, one for directly managed supported housing, and the other for recipients of Taffâ&#x20AC;&#x2122;s floating support services. The former was a longer document, as it included additional questions about the accommodation that were only relevant to service users in Taffâ&#x20AC;&#x2122;s own directly managed schemes. Both questionnaires was fundamentally the same as those used in 2008, incorporating some questions from the most recent version of the National Housing Federationâ&#x20AC;&#x2122;s STATUS survey (Version 4ND), with some amendments in 2011 to reflect the draft recommendations for the new Housemark STAR surveys.

Fieldwork The survey was conducted in September and October 2011. Paper self completion questionnaires were distributed by Taff to all of its support service users. A free prize draw and active staff participation were used to ensure a high response rate. The total survey sample of 292 represents a response rate of 62%, which is a small improvement on the 57% achieved in 2008. This included 61 respondents in supported housing schemes directly managed by Taff, and 231 living in other accommodation but who received floating support services. This equated to response rates of 76% and 60% respectively.

The survey has a theoretical sampling error of +/- 3.5% at the 95% level. Sampling error is the amount by which a result might vary due to chance.

Data analysis Unless otherwise stated, all statistically significant differences are reported at the 95% confidence level. Tests used were the Wilcoxon-Mann-Whitney test, Fischer Exact Probability test and the Pearson Chi Square test as appropriate for the data being examined. A difference between two groups is usually considered statistically significant if chance could explain it only 5% of the time or less.

These calculations rely on a number of factors such as the base figure and the level of variance, both within and between sample groups, thereby taking into account more than just the simple percentage difference. This means that some results are reported as significant despite being superficially similar to others that are not.

Readers should also take care when considering percentage results from some of the sub groups within the main sample, as the base figures may sometimes be small. Due to rounding some graphs may not add up to 100%. 33

Appendix B. Example questionnaire (directly managed)

SUPPORT SERVICES SURVEY 2011 SUPPORTED HOUSING

This survey is extremely important to us and this is your chance to tell us what you think of the services we provide. We want to make sure that the housing and support we offer is what you want and that the help you get is right for you. In order to do this we need your views and ideas. It is your chance to tell us if you like what we do, or if we are doing anything wrong, or could make anything better. We have asked a company called ARP Research to help us with this survey. Anything you tell us will be kept completely confidential and ARP Research will not pass on any personal information about you to Taff Housing Association or any other organisation. If there are questions you do not want to answer then you do not have to. When you have filled in the questionnaire, please seal it in the envelope provided and give it to your support worker. If you want to enter the draw, fill in your details below:

Freɏ pʢizɏ dUaw

10 minutes of your time and you could win:

1 Է 5 £20 vouchʑUs*

Name: Address:

Postcode: Phone: E-mail:

Appendix B. Example questionnaire (directly managed)

If you need any part of this information in Braille, on audio tape or explained in your own language, please contact us on the number below.

Os oes angen unrhyw gwybodaeth yn Braille, neu tâp sain neu wedi’i egluro mewn iaith eich hŪn, cysylltwch gyda ni ar y rhif ffôn isod.

English

Welsh

Arabic

Bengali

Gujurati

Somali

029 2025 9122

* No alternative prize will be offered. The draw will be conducted independently by ARP Research on the survey close date and the page 2

Appendix B. Example questionnaire (directly managed)

About you and your household Building up a picture of each household allows us to assess which groups of our service users are satisfied with their home and the services we provide. tick one only 5

Q1) Where do you live? Ty Enfys

Ty Seren

Ty Golau/Ty Caredig

Red Sea House

Ty Haul tick one only 5

Q2) Are you? Female Male

tick one only 5

Q3) Which age group do you belong to? 16 - 17

55 - 59

18 - 21

60 - 64

22 - 25

65 - 74

26 - 34

75 - 84

35 - 44

85 - 94

45 - 54

95+

Q4) Does anyone in your household have any long-term illness, health problems or disability which limits their daily activities or the work they can do, including any problems which are due to old age?

tick one only 5

Yes No Donâ&#x20AC;&#x2122;t know tick one only 5

Q5) What is the main language spoken in your home? English

Mandarin

Welsh

Polish

Arabic

Punjabi

Bengali

Somali

Cantonese

Urdu

Gujarati

Other (write in)

Hindi

page 3

Appendix B. Example questionnaire (directly managed)

tick one only 5

Q6) Which of these groups do you consider you belong to? White Welsh/English/Scottish /Northern Irish/British Irish Gypsy or Traveller Any other White background (tick and write in)

Asian or Asian British Indian Pakistani Bangladeshi Chinese Any other Asian background (tick and write in)

Mixed White & Black Caribbean White & Black African White & Asian Any other Mixed background (tick and write in)

Black or Black British Caribbean African Somali African (not Somali) Any other Black background (tick and write in) Other ethnic group Arab Any other ethnic group (tick and write in)

tick one only 5

Q7) How would you describe your sexual orientation? Heterosexual

Bisexual

Gay man

Other

Lesbian

Prefer not to say tick one only 5

Q8) What is your religion? No religion

Muslim

Christian (all denominations)

Sikh

Buddhist

Any other religion (write in)

Hindu Jewish

Prefer not to say

page 4

Appendix B. Example questionnaire (directly managed)

Your home and neighbourhood Understanding how you feel about your home and the services you receive is important to us tick one only 5

Q9) Taking everything into account, how happy or unhappy are you with the overall service we provide?

Very happy

Fairly happy

Neither

Fairly unhappy

Very unhappy

Q10) Taking into account the services that Taff provides, how happy or unhappy are you with the following:

Very happy

Fairly happy

Fairly Neither unhappy

tick one per row 5

Very unhappy

No opinion

a. The home that you live in b. This neighbourhood as a place to live c. The way Taff deals with repairs and maintenance d. The support that you receive

Q11) Do you have a copy of your occupancy or tenancy agreement?

tick one only 5

Yes No Don’t know Q12) Do you have a copy of your house rules (as applicable)?

tick one only 5

Doesn’t apply to me Yes No Don’t know

page 5

Appendix B. Example questionnaire (directly managed)

Q13) Do agree or disagree with the following statements? tick one per row 5

Strongly agree

Tend to agree

Neither

Tend to disagree

Strongly disagree

N.A. / No opinion

a. I understand the rules of my occupancy/tenancy b. I understand the house rules (if applicable) c. The terms of the agreements are fair

Q14) How happy or unhappy are you with the following features of your home? tick one per row 5 Very happy

Fairly happy

Fairly Neither unhappy

Very N.A. / No unhappy opinion

a. Kitchen b. Bathroom c. Windows d. Heating system e. Security (e.g. lighting , locks, fencing, spy holes, CCTV where provided) f. Decorations g. Storage space h. Furniture (where supplied by Taff) i. Garden (if applicable) j. Communal areas e.g. corridors, hallways, lounge (if applicable) k. Play room/facilities (if applicable) l. Cleanliness of the project

page 6

Appendix B. Example questionnaire (directly managed)

tick one per row 5

Q15) Do agree or disagree with the following statements?

Strongly agree

Tend to agree

Neither

Tend to disagree

Strongly disagree

N.A. / No opinion

a. I get the privacy I need whilst living here b. I feel safe and secure living here

Keeping in touch It is important to us that we communicate clearly with you in ways that suit you best. Q16) How good or poor do you feel we are at keeping you informed about things that might affect you as a tenant?

Very good

Fairly good

Neither

Fairly poor

Very poor

Tend to agree

No opinion

tick one per row 5

Q17) Do agree or disagree with the following statements?

Strongly agree

tick one only 5

Neither

Tend to disagree

Strongly disagree

N.A. / No opinion

a. I know how to contact Taff Housing Association b. Taff consult me enough about changes that might affect me c. I know how to ask for repairs to my home

page 7

Appendix B. Example questionnaire (directly managed)

Q18) How happy or unhappy are you that we listen to your views and act upon them?

Very happy

Fairly happy

Neither

Fairly unhappy

Very unhappy

Q19) Thinking about the services Taff provide, how happy or unhappy are you that we give you the chance to take part in decision making?

Very happy

Fairly happy

Neither

Fairly unhappy

tick one only 5 No opinion

tick one only 5

Very unhappy

Q20) Which of the following methods of being kept informed and getting in touch with us are you happy to use?

No opinion

tick all that apply 5 55

Visit to the office

Social networking (e.g. Twitter, Facebook)

Visit to your home by staff

Telephone

Open meetings

Text/SMS

Newsletter

In writing Q21) Would you prefer to receive documents in any of the following alternative formats? Large print

Welsh

CD or audio tape

Any other language

tick all that apply 5 55

If you would like Taff to know who you are for this question only then tick this box:

Support services We want to make sure we are providing support services that meet your needs Q22) Was Taff’s support service explained to you before your support started?

tick one only 5

Yes No Unsure page 8

Appendix B. Example questionnaire (directly managed)

Q23) Do you have a support plan?

tick one only 5

Yes

go to Q24

go to Q26

Unsure

go to Q26 tick one only 5

Q24) Were you offered a copy of your support plan? Yes No Unsure

tick one only 5

Q25) How much input did you have in agreeing your support plan? A lot

A little

None at all

Don’t know N.A.

tick one only 5

Q26) Have you been given a copy of the tenant support charter? Yes No Unsure Q27) Do agree or disagree with the following statements? tick one per row 5

Strongly agree

Tend to agree

Neither

Tend to disagree

Strongly disagree

N.A. / No opinion

a. My support plan is reviewed when my needs change b. I am actively involved in the review of my support needs c. The ideas and suggestions I make are treated seriously d. The support I receive has made a positive difference to my life

page 9

Appendix B. Example questionnaire (directly managed)

Q28) Do you receive the following advice or support, or do you think that you need to? tick one per row 5

I already get this

I don’t get it, but I do need it

I don’t need it

a. Managing debt/money b. Maintaining the safety of your home c. Finding suitable move on accommodation d. Maintaining a crime–free lifestyle e. Resolving disputes/managing relationships with neighbours f.

Access to training, employment, volunteering and education

g. To identify and access other agencies e.g. social services, age concern etc. h. Support with personal relationships and friendships i.

Parenting and looking after children

Increasing confidence

Understanding tenancy/occupancy agreement

Liaising with landlord and utility companies

m. Reporting repairs n. Accessing and managing health services e.g. GP and midwives o. Managing substance misuse p. Managing mental health q. Reducing offending

page page10 2

Appendix B. Example questionnaire (directly managed)

Q29) How happy or unhappy are you with your support worker in terms of the following?

Very happy

Fairly happy

Fairly Neither unhappy

tick one per row 5

Very N.A. / No unhappy opinion

a. Helpfulness with problem solving b. Politeness and respect with which they treat you c. Frequency of contact d. Their availability in emergencies when you need them e. Their punctuality f. Doing what they say they will g. Taking everything into account, your support worker overall Q30) Thinking about the support services that you receive, which areas of your life has it helped to improve?

tick all that apply 5 55

Managing debt/money Maintaining the safety of your home Finding suitable move on accommodation Maintaining a crime free lifestyle Resolving disputes/managing relationships with neighbours Access to training, employment, volunteering and education To identify and access other agencies e.g. social services, age concern etc. Support with personal relationships and friendships Parenting and looking after children Increasing confidence Understanding tenancy/occupancy agreement Liaising with landlord and utility companies Reporting repairs Accessing and managing health services e.g. GP and midwives Managing substance misuse Managing mental health Reducing offending Other (write in) page 11

Appendix B. Example questionnaire (directly managed)

Complaints It is important that you are able to tell us if you are unhappy with our services. Q31) Do you know how to make a complaint? Yes

go to Q32

go to Q33

Unsure

go to Q33

tick one only 5

Q32) How much do you agree or disagree that you would feel confident using the complaints procedure if you needed to?

Strongly agree

Tend to agree

Neither

Tend to disagree

tick one only 5

Strongly disagree

Q33) Do you know where to get help and support if you are being bullied by another resident??

No opinion

tick one only 5

Yes No Unsure

The future We are interested in anything else you have to say about the services we provide, so that we can improve them in the future Q34) Taff wants to be the best housing association in Wales. Please tell us how you think that may achieve this:

write in

Thank you for taking part!

Please now seal in the supplied envelope and give it to your

support worker, Taff staff member or put it in the post!

Appendix C. Example questionnaire (floating support)

Appendix B. Example questionnaire (floating support)

SUPPORT SERVICES SURVEY 2011 FLOATING SUPPORT

Freɏ pʢizɏ dUaw

10 minutes of your time and you could win:

1 Է 5 £20 vouchʑUs*

Name: Address:

Postcode: Phone: E-mail:

Appendix C. B. Example questionnaire (floating support)

If you need any part of this information in Braille, on audio tape or explained in your own language, please contact us on the number below.

Os oes angen unrhyw gwybodaeth yn Braille, neu tâp sain neu wedi’i egluro mewn iaith eich hŪn, cysylltwch gyda ni ar y rhif ffôn isod.

English

Welsh

Arabic

Bengali

Gujurati

Somali

029 2025 9122

* No alternative prize will be offered. The draw will be conducted independently by ARP Research on the survey close date and the prizes distributed thereafter.

page 2

Appendix B. Example questionnaire (floating support)

About you and your household Building up a picture of each household allows us to assess which groups of our service users are satisfied with the services we provide. Q1) Which of the following organisations provide your home? Taff Housing Association

Cardiff Foyer

Cardiff Council

Cardiff Older People

Vale of Glamorgan Council

Unsure

Newport Council

Other (write in)

tick one only 5

Q2) Are you? Female Male

tick one only 5

Q3) Which age group do you belong to? 16 - 17

55 - 59

18 - 21

60 - 64

22 - 25

65 - 74

26 - 34

75 - 84

35 - 44

85 - 94

45 - 54

95+

tick one only 5

Yes No Donâ&#x20AC;&#x2122;t know tick one only 5

Q5) What is the main language spoken in your home? English

Mandarin

Welsh

Polish

Arabic

Punjabi

Bengali

Somali

Cantonese

Urdu

Gujarati

Other (write in)

Hindi page 3

Appendix C. B. Example questionnaire (floating support)

tick one only 5

Q6) Which of these groups do you consider you belong to? White Welsh/English/Scottish /Northern Irish/British Irish Gypsy or Traveller Any other White background (tick and write in)

Asian or Asian British Indian Pakistani Bangladeshi Chinese Any other Asian background (tick and write in)

Mixed White & Black Caribbean White & Black African White & Asian Any other Mixed background (tick and write in)

Black or Black British Caribbean African Somali African (not Somali) Any other Black background (tick and write in) Other ethnic group Arab Any other ethnic group (tick and write in)

tick one only 5

Q7) How would you describe your sexual orientation? Heterosexual

Bisexual

Gay man

Other

Lesbian

Prefer not to say tick one only 5

Q8) What is your religion? No religion

Muslim

Christian (all denominations)

Sikh

Buddhist

Any other religion (write in)

Hindu Jewish

Prefer not to say

page 4

Appendix B. Example questionnaire (floating support)

Overall satisfaction Understanding how you feel about the services you receive is important to us Q9) Taking everything into account, how happy or unhappy are you with the overall service we provide?

Very happy

Fairly happy

Neither

Fairly unhappy

Very unhappy

tick one only 5

Q10) How happy or unhappy are you with the support you receive?

Very happy

Fairly happy

Neither

Fairly unhappy

tick one only 5

Very unhappy

Keeping in touch It is important to us that we communicate clearly with you in ways that suit you best. Q11) How good or poor do you feel we are at keeping you informed about things that might affect you as a support service user?

Very good

Fairly good

Neither

Fairly poor

Very poor

tick one only 5

No opinion

page 5

Appendix C. B. Example questionnaire (floating support)

Q12) Do agree or disagree with the following statements? tick one per row 5

Strongly agree

Tend to agree

Neither

Tend to disagree

Strongly disagree

N.A. / No opinion

a. I know how to contact Taff Housing Association b. Taff consult me enough about changes that might affect me

tick one only 5

Q13) Have you contacted Taff by telephone in the last year? Yes

go to Q14

go to Q15

Unsure

go to Q15

Q14) How happy or unhappy were you with the service you received when you contacted the office?

Very happy

Fairly happy

Neither

Fairly unhappy

Very unhappy

Q15) How happy or unhappy are you that we listen to your views and act upon them?

Very happy

Fairly happy

Neither

Fairly unhappy

Very unhappy

tick one only 5 No opinion

page 6

Appendix B. Example questionnaire (floating support)

Q16) Thinking about the services Taff provide, how happy or unhappy are you that we give you the chance to take part in decision making?

Very happy

Fairly happy

Neither

Fairly unhappy

tick one only 5

Very unhappy

Q17) Which of the following methods of being kept informed and getting in touch with us are you happy to use?

No opinion

tick all that apply 5 55

Visit to the office

Social networking (e.g. Twitter, Facebook)

Visit to your home by staff

Telephone

Open meetings

Text/SMS

Newsletter

In writing Q18) Would you prefer to receive documents in any of the following alternative formats?

tick all that apply 5 55

Large print CD or audio tape Welsh Any other language If you would like Taff to know who you are for this question only then tick this box:

Support services We want to make sure we are providing support services that meet your needs Q19) Was Taff’s support service explained to you before your support started?

tick one only 5

Yes No Unsure

page 7

Appendix C. B. Example questionnaire (floating support)

Q20) Do you have a support plan?

tick one only 5

Yes

go to Q21

go to Q23

Unsure

go to Q23 tick one only 5

Q21) Were you offered a copy of your support plan? Yes No Unsure

tick one only 5

Q22) How much input did you have in agreeing your support plan? A lot

A little

None at all

Don’t know N.A.

tick one only 5

Q23) Have you been given a copy of the tenant support charter? Yes No Unsure Q24) Do agree or disagree with the following statements? tick one per row 5

Strongly agree

Tend to agree

Neither

Tend to disagree

Strongly disagree

N.A. / No opinion

page 8

Appendix B. Example questionnaire (floating support)

Q25) Do you receive the following advice or support, or do you think that you need to? tick one per row 5

I already get this

I don’t get it, but I do need it

I don’t need it

Access to training, employment, volunteering and education

g. To identify and access other agencies e.g. social services, age concern etc. h. Support with personal relationships and friendships i.

Parenting and looking after children

Increasing confidence

Understanding tenancy/occupancy agreement

Liaising with landlord and utility companies

m. Reporting repairs n. Accessing and managing health services e.g. GP and midwives o. Managing substance misuse p. Managing mental health q. Reducing offending

page 9

Appendix C. B. Example questionnaire (floating support)

Q26) How happy or unhappy are you with your support worker in terms of the following?

Very happy

Fairly happy

Fairly Neither unhappy

tick one per row 5

Very N.A. / No unhappy opinion

a. Helpfulness with problem solving b. Politeness and respect with which they treat you c. Frequency of contact d. Their availability in emergencies when you need them e. Their punctuality f. Doing what they say they will g. Taking everything into account, your support worker overall Q27) Thinking about the support services that you receive, which areas of your life has it helped to improve?

tick all that apply 5 55

Appendix B. Example questionnaire (floating support)

Complaints It is important that you are able to tell us if you are unhappy with our services. Q28) Do you know how to make a complaint? Yes

go to Q29

go to Q30

Unsure

go to Q30

tick one only 5

Q29) How much do you agree or disagree that you would feel confident using the complaints procedure if you needed to?

Strongly agree

Tend to agree

Neither

Tend to disagree

Strongly disagree

tick one only 5

No opinion

The future We are interested in anything else you have to say about the services we provide, so that we can improve them in the future Q30) Taff wants to be the best housing association in Wales. Please tell us how you think that may achieve this:

write in

Thank you for taking part!

Please now seal in the supplied envelope and give it to your

support worker, Taff staff member or put it in the post!

page 11

Appendix C. B. Example questionnaire (floating support)

Appendix D. Data summary

Please note that the question numbers refer to the directly managed version of the questionnaire. Throughout the report the quoted results typically refer to the ‘valid’ column of the data summary if it appears. The ‘valid’ column contains data that has been rebased, normally because nonrespondents were excluded and/or question routing applied.

Appendix D. Data summary

1: 2:

Category Directly managed Floating support

Frequency

% overall

Base: 292 61 231

20.9 79.1

0.0

20 5 4 27 4

6.8 1.7 1.4 9.2 1.4

32.8 8.2 6.6 44.3 6.6

232

79.5

1.6

Base: 231 12 13 35 20 77 28 45 1

4.1 4.5 12.0 6.8 26.4 9.6 15.4 0.3

5.2 5.6 15.2 8.7 33.3 12.1 19.5 0.4

20.9

0.0

Base: 292 182 106

62.3 36.3

1.4

Base: 292 11 46 23 21 39 53 20 12 31 21 11 1

4.0 16.0 8.0 7.0 13.0 18.0 7.0 4.0 11.0 7.0 4.0 0.3

1.0

Base: 292 184 94 11

63.0 32.2 3.8

1.0

N/R

3: 4: 5: 6: 7:

Q1 Location (DM) Ty Enfys Ty Golau/Ty Caredig Ty Haul Ty Seren Red Sea House N/R

8: 9: 10: 11: 12: 13: 14: 15:

Q1 Accomodation provider (FS) Cardiff Forensic Cardiff Foyer Cardiff Generic Cardiff Older Persons Lighthouse Project Taff Housing Association Vale of Glamorgan Other N/R

Q2 Gender 16: Female 17: Male

Base: 61

N/R

18: 19: 20: 21: 22: 23: 24: 25: 26: 27: 28: 29:

Q3 Age group 16 - 17 18 - 21 22 - 25 26 - 34 35 - 44 45 - 54 55 - 59 60 - 64 65 - 74 75 - 84 85 - 94 95+ N/R

Q4 Long-term illness, health problem, etc. 30: Yes 31: No 32: Don't know N/R Q5 Main language spoken in the home

% valid

Base: 292 63

Appendix D. Data summary

33: 34: 35: 36: 37: 38: 39: 40: 41: 42: 43: 44: 45:

English Welsh Arabic Bengali Cantonese Gujurati Hindi Mandarin Polish Punjabi Somali Urdu Other

Frequency

% overall

264 11 6 4 2 2 2 1 0 0 0 0 0 0

90.4 3.8 2.1 1.4 0.7 0.7 0.7 0.3 0.0 0.0 0.0 0.0 0.0 0.0

Base: 292 240 2 0 6 6 2 2 2 0 1 2 0 2 3 5 12 2 2 1

82.2 0.7 0.0 2.1 2.1 0.7 0.7 0.7 0.0 0.3 0.7 0.0 0.7 1.0 1.7 4.1 0.7 0.7 0.3

0.7

Base: 292 268 0 1 6 2 7

91.8 0.0 0.3 2.1 0.7 2.4

2.7

Base: 292 127 126 2 0 0 19 0

43.5 43.2 0.7 0.0 0.0 6.5 0.0

N/R

46: 47: 48: 49: 50: 51: 52: 53: 54: 55: 56: 57: 58: 59: 60: 61: 62: 63: 64:

Q6 Ethnic background Welsh/English/Scottish/Northern Irish/British Irish Gypsy or Traveller Any other White background White & Black Caribbean White & Black African White & Asian Any other Mixed background Indian Pakistani Bangladeshi Chinese Any other Asian background Caribbean African Somali African (not Somali) Any other Black background Arab Any other ethnic group N/R

65: 66: 67: 68: 69: 70:

Q7 How would you describe your sexual orientation? Heterosexual Gay man Lesbian Bisexual Other Prefer not to say N/R

71: 72: 73: 74: 75: 76: 77: 64

Q8 What is your religion? No religion Christian (all denominations) Buddhist Hindu Jewish Muslim Sikh

% valid

Appendix D. Data summary Frequency

% overall

6 7

2.1 2.4

1.7

Base: 292 216 67 5 1 1

74.0 22.9 1.7 0.3 0.3

0.7

15 32 8 1 5 0

5.1 11.0 2.7 0.3 1.7 0.0

24.6 52.5 13.1 1.6 8.2

231

79.1

0.0

29 24 5 3 0 0

9.9 8.2 1.7 1.0 0.0 0.0

47.5 39.3 8.2 4.9 0.0

231

79.1

0.0

22 18 5 5 1 10

7.5 6.2 1.7 1.7 0.3 3.4

43.1 35.3 9.8 9.8 2.0

231

79.1

0.0

Base: 292 242 44 0 2 0 3

82.9 15.1 0.0 0.7 0.0 1.0

84.0 15.3 0.0 0.7 0.0

0.3

54 2

18.5 0.7

78: Any other religion 79: Prefer not to say N/R

80: 81: 82: 83: 84:

Q9 How happy or unhappy are you with the overall service we provide? Very happy Fairly happy Neither Fairly unhappy Very unhappy N/R

85: 86: 87: 88: 89: 90:

Q10a The home that you live in Very happy Fairly happy Neither Fairly unhappy Very unhappy No opinion N/R

91: 92: 93: 94: 95: 96:

Q10b Your neighbourhood as a place to live Very happy Fairly happy Neither Fairly unhappy Very unhappy No opinion N/R

97: 98: 99: 100: 101: 102:

Q10c The way Taff deals with repairs and maintenance Very happy Fairly happy Neither Fairly unhappy Very unhappy No opinion N/R

103: 104: 105: 106: 107: 108:

Q10d The support that you receive Very happy Fairly happy Neither Fairly unhappy Very unhappy No opinion

74.5 23.1 1.7 0.3 0.3

Base: 61

N/R Q11 Have a copy of the occupancy/tenancy agreement 109: Yes 110: No

% valid

Base: 61 88.5 3.3 65

Appendix D. Data summary Frequency

% overall

% valid

1.4

6.6

232

79.5

1.6

1 54 3 3

0.3 18.5 1.0 1.0

1.6 88.5 4.9 4.9

231

79.1

0.0

42 16 2 0 0 1

14.4 5.5 0.7 0.0 0.0 0.3

70.0 26.7 3.3 0.0 0.0

231

79.1

0.0

44 14 1 0 0 1

15.1 4.8 0.3 0.0 0.0 0.3

74.6 23.7 1.7 0.0 0.0

232

79.5

1.6

33 22 2 1 1 0

11.3 7.5 0.7 0.3 0.3 0.0

55.9 37.3 3.4 1.7 1.7

233

79.8

3.3

17 35 3 3 3 0

5.8 12.0 1.0 1.0 1.0 0.0

27.9 57.4 4.9 4.9 4.9

231

79.1

0.0

4.8 10.6 1.4 3.8

23.0 50.8 6.6 18.0

111: Don't know N/R

112: 113: 114: 115:

Q12 Have a copy of the house rules Doesn't apply to me Yes No Don't know N/R

116: 117: 118: 119: 120: 121:

Q13a I understand the rules of my occupancy/tenancy Strongly agree Tend to agree Neither Tend to disagree Strongly disagree N.A. / No opinion N/R

122: 123: 124: 125: 126: 127:

Q13b I understand the house rules Strongly agree Tend to agree Neither Tend to disagree Strongly disagree N.A. / No opinion N/R

128: 129: 130: 131: 132: 133:

Q13c The terms of the agreements are fair Strongly agree Tend to agree Neither Tend to disagree Strongly disagree N.A. / No opinion N/R

134: 135: 136: 137: 138: 139:

Q14a Kitchen Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

140: 141: 142: 143: 66

Q14b Bathroom Very happy Fairly happy Neither Fairly unhappy

Base: 61

Base: 61 14 31 4 11

Appendix D. Data summary Frequency

% overall

% valid

1 0

0.3 0.0

1.6

231

79.1

0.0

19 25 3 4 9 0

6.5 8.6 1.0 1.4 3.1 0.0

31.7 41.7 5.0 6.7 15.0

232

79.5

1.6

19 16 7 8 6 5

6.5 5.5 2.4 2.7 2.1 1.7

33.9 28.6 12.5 14.3 10.7

231

79.1

0.0

30 23 3 2 1 2

10.3 7.9 1.0 0.7 0.3 0.7

50.8 39.0 5.1 3.4 1.7

231

79.1

0.0

18 25 7 6 2 2

6.2 8.6 2.4 2.1 0.7 0.7

31.0 43.1 12.1 10.3 3.4

232

79.5

1.6

20 25 5 6 4 1

6.8 8.6 1.7 2.1 1.4 0.3

33.3 41.7 8.3 10.0 6.7

231

79.1

0.0

6.8

33.3

144: Very unhappy 145: N.A. / No opinion N/R

146: 147: 148: 149: 150: 151:

Q14c Windows Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

152: 153: 154: 155: 156: 157:

Q14d Heating system Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

158: 159: 160: 161: 162: 163:

Q14e Security Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

164: 165: 166: 167: 168: 169:

Q14f Decorations Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

170: 171: 172: 173: 174: 175:

Q14g Storage space Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

Q14h Furniture 176: Very happy

Base: 61

Base: 61 20

Appendix D. Data summary

177: 178: 179: 180: 181:

Q14i Garden Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

188: 189: 190: 191: 192: 193:

Q14j Communal areas Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

194: 195: 196: 197: 198: 199:

Q14k Play room/ facilities Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

200: 201: 202: 203: 204: 205:

Q14l Cleanliness of the project Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

206: 207: 208: 209: 210: 211:

Q15a I get the privacy I need whilst living here Strongly agree Tend to agree Neither Tend to disagree Strongly disagree N.A. / No opinion N/R

% overall

% valid

31 3 4 2 0

10.6 1.0 1.4 0.7 0.0

51.7 5.0 6.7 3.3

232

79.5

1.6

11 28 4 4 1 12

3.8 9.6 1.4 1.4 0.3 4.1

22.9 58.3 8.3 8.3 2.1

232

79.5

1.6

19 33 3 2 1 2

6.5 11.3 1.0 0.7 0.3 0.7

32.8 56.9 5.2 3.4 1.7

232

79.5

1.6

10 9 0 0 0 0

3.4 3.1 0.0 0.0 0.0 0.0

52.6 47.4 0.0 0.0 0.0

273

93.5

5.0

19 26 6 7 2 0

6.5 8.9 2.1 2.4 0.7 0.0

31.7 43.3 10.0 11.7 3.3

232

79.5

1.6

31 17 3 6 4 0

10.6 5.8 1.0 2.1 1.4 0.0

50.8 27.9 4.9 9.8 6.6

231

79.1

0.0

Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

182: 183: 184: 185: 186: 187:

Frequency

Base: 61

Base: 20

Base: 61

Appendix D. Data summary Frequency

212: 213: 214: 215: 216: 217:

Q15b I feel safe and secure living here Strongly agree Tend to agree Neither Tend to disagree Strongly disagree N.A. / No opinion N/R

218: 219: 220: 221: 222: 223:

Q16 How good/poor are Taff at keeping you informed? Very good Fairly good Neither Fairly poor Very poor No opinion

% overall

% valid

37 19 1 3 0 0

12.7 6.5 0.3 1.0 0.0 0.0

61.7 31.7 1.7 5.0 0.0

232

79.5

1.6

Base: 292 224 55 5 1 1 4

76.7 18.8 1.7 0.3 0.3 1.4

78.3 19.2 1.7 0.3 0.3

0.7

Base: 292 221 45 3 11 5 6

75.7 15.4 1.0 3.8 1.7 2.1

0.3

Base: 292 187 52 15 6 5 23

64.0 17.8 5.1 2.1 1.7 7.9

1.4

40 17 1 3 0 0

13.7 5.8 0.3 1.0 0.0 0.0

65.6 27.9 1.6 4.9 0.0

231

79.1

0.0

Base: 231 169 55 5

57.9 18.8 1.7

73.2 23.8 2.2

21.6

0.9

Base: 61

N/R

224: 225: 226: 227: 228: 229:

Q17a I know how to contact Taff Strongly agree Tend to agree Neither Tend to disagree Strongly disagree N.A. / No opinion N/R

230: 231: 232: 233: 234: 235:

Q17b Taff consult me about changes that affect me Strongly agree Tend to agree Neither Tend to disagree Strongly disagree N.A. / No opinion N/R

236: 237: 238: 239: 240: 241:

Q17c Know how to make request for repairs to my home Strongly agree Tend to agree Neither Tend to disagree Strongly disagree N.A. / No opinion N/R

F13 Have you contacted Taff by telephone in the last year? 242: Yes 243: No 244: Unsure N/R

77.5 15.8 1.1 3.9 1.8

70.6 19.6 5.7 2.3 1.9

Base: 61

Appendix D. Data summary

245: 246: 247: 248: 249: 250:

F14 The service you received when you contacted the office Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

251: 252: 253: 254: 255: 256:

Q18 We listen to your views and act upon them Very happy Fairly happy Neither Fairly unhappy Very unhappy No opinion N/R

257: 258: 259: 260: 261: 262:

Q19 Give you the chance to take part in decision making Very happy Fairly happy Neither Fairly unhappy Very unhappy No opinion N/R

263: 264: 265: 266: 267: 268: 269: 270: 271:

Q20 Prefer method of contact - keeping you informed and getting in touch? Email Social networking Telephone Text/SMS In writing Visit to the office Visit to your home by staff Open meetings Newsletter N/R

272: 273: 274: 275:

Q21 Preferred documentation format? Large print CD or audio tape Welsh Any other language N/R

Q22 Taff's support service was explained before start 276: Yes 277: No 278: Unsure

Frequency

% overall

% valid

Base: 169 133 29 5 1 0 1

45.5 9.9 1.7 0.3 0.0 0.3

79.2 17.3 3.0 0.6 0.0

123

42.1

0.0

Base: 292 201 61 11 4 0 12

68.8 20.9 3.8 1.4 0.0 4.1

72.6 22.0 4.0 1.4 0.0

1.0

Base: 292 191 57 10 5 1 27

65.4 19.5 3.4 1.7 0.3 9.2

0.3

Base: 292 233 176 142 69 59 58 34 34 20

80.0 60.0 49.0 24.0 20.0 20.0 12.0 12.0 7.0

0.7

Base: 292 58 7 2 3

19.9 2.4 0.7 1.0

225

77.1

Base: 292 266 10 16

91.1 3.4 5.5

72.3 21.6 3.8 1.9 0.4

Appendix D. Data summary

N/R Q23 Do you have a support plan? 279: Yes 280: No 281: Unsure N/R Q24 Were you offered a copy of your support plan? 282: Yes 283: No 284: Unsure N/R

285: 286: 287: 288:

Q25 Amount of input in agreeing your support plan A lot A little None at all Don't know/ N.A. N/R

Q26 Been given a copy of tenant support charter 289: Yes 290: No 291: Unsure N/R

292: 293: 294: 295: 296: 297:

Q27a Support plan is reviewed when my needs change Strongly agree Tend to agree Neither Tend to disagree Strongly disagree N.A. / No opinion N/R

298: 299: 300: 301: 302: 303:

Q27b Actively involved in review of support needs Strongly agree Tend to agree Neither Tend to disagree Strongly disagree N.A. / No opinion N/R

304: 305: 306: 307: 308:

Q27c Ideas and suggestions are treated seriously Strongly agree Tend to agree Neither Tend to disagree Strongly disagree

Frequency

% overall

% valid

0.0

Base: 292 253 11 27

86.6 3.8 9.2

0.3

Base: 253 203 18 32

69.5 6.2 11.0

80.2 7.1 12.6

13.4

0.0

Base: 253 218 25 0 9

74.7 8.6 0.0 3.1

86.5 9.9 0.0 3.6

13.7

0.4

Base: 292 170 50 65

58.2 17.1 22.3

2.4

Base: 292 174 63 10 1 2 34

59.6 21.6 3.4 0.3 0.7 11.6

2.7

Base: 292 192 64 7 1 1 21

65.8 21.9 2.4 0.3 0.3 7.2

2.1

Base: 292 214 48 5 4 1

73.3 16.4 1.7 1.4 0.3

69.6 25.2 4.0 0.4 0.8

72.5 24.2 2.6 0.4 0.4

78.7 17.6 1.8 1.5 0.4 71

Appendix D. Data summary

309: N.A. / No opinion

Frequency

% overall

5.5

1.4

Base: 292 221 49 11 2 2 6

75.7 16.8 3.8 0.7 0.7 2.1

0.3

Base: 292 191 12 80

65.4 4.1 27.4

3.1

Base: 292 150 12 113

51.4 4.1 38.7

5.8

Base: 292 136 24 117

46.6 8.2 40.1

5.1

Base: 292 38 2 224

13.0 0.7 76.7

9.6

Base: 292 67 8 192

22.9 2.7 65.8

8.6

Base: 292 86 20 165

29.5 6.8 56.5

7.2

N/R

310: 311: 312: 313: 314: 315:

Q27d Support received - positive difference to life Strongly agree Tend to agree Neither Tend to disagree Strongly disagree N.A. / No opinion N/R

Q28a Managing debt/money 316: I already get this 317: Don't receive-do need 318: I don't need it N/R Q28b Maintaining the safety of home 319: I already get this 320: Don't receive-do need 321: I don't need it N/R Q28c Finding suitable move on accomodation 322: I already get this 323: Don't receive-do need 324: I don't need it N/R Q28d Maintain crime-free lifestyle 325: I already get this 326: Don't receive-do need 327: I don't need it N/R Q28e Resolving neighbour disputes 328: I already get this 329: Don't receive-do need 330: I don't need it N/R Q28f Access to training, employment 331: I already get this 332: Don't receive-do need 333: I don't need it N/R Q28g Identify/access other agencies 72

Base: 292

% valid

77.5 17.2 3.9 0.7 0.7

Appendix D. Data summary

334: I already get this 335: Don't receive-do need 336: I don't need it N/R Q28h Support personal relationships 337: I already get this 338: Don't receive-do need 339: I don't need it N/R Q28i Parenting, looking after child 340: I already get this 341: Don't receive-do need 342: I don't need it N/R Q28j Increasing confidence 343: I already get this 344: Don't receive-do need 345: I don't need it N/R Q28k Understand tenancy/occupancy agreement 346: I already get this 347: Don't receive-do need 348: I don't need it N/R Q28l Liaise with landlord and utility companies 349: I already get this 350: Don't receive-do need 351: I don't need it N/R Q28m Reporting repairs 352: I already get this 353: Don't receive-do need 354: I don't need it N/R Q28n Accessing/managing health services 355: I already get this 356: Don't receive-do need 357: I don't need it N/R Q28o Managing substance misuse 358: I already get this

Frequency

% overall

172 11 92

58.9 3.8 31.5

5.8

Base: 292 76 8 189

26.0 2.7 64.7

6.5

Base: 292 32 5 223

11.0 1.7 76.4

11.0

Base: 292 149 20 107

51.0 6.8 36.6

5.5

Base: 292 183 5 86

62.7 1.7 29.5

6.2

Base: 292 191 12 72

65.4 4.1 24.7

5.8

Base: 292 182 9 86

62.3 3.1 29.5

5.1

Base: 292 157 6 112

53.8 2.1 38.4

5.8

Base: 292 26

8.9

% valid

Appendix D. Data summary

359: Don't receive-do need 360: I don't need it N/R Q28p Managing mental health 361: I already get this 362: Don't receive-do need 363: I don't need it N/R Q28q Reducing offending 364: I already get this 365: Don't receive-do need 366: I don't need it N/R

367: 368: 369: 370: 371: 372:

Q29a Helpfulness with problem solving Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

373: 374: 375: 376: 377: 378:

Q29b Politeness & respect with which they treat you Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

379: 380: 381: 382: 383: 384:

Q29c Frequency of contact Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

385: 386: 387: 388: 389: 390:

Q29d Availability in emergencies when needed Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion

Frequency

% overall

3 237

1.0 81.2

8.9

Base: 292 95 14 163

32.5 4.8 55.8

6.8

Base: 292 11 6 246

3.8 2.1 84.2

9.9

Base: 292 251 33 0 1 0 5

86.0 11.3 0.0 0.3 0.0 1.7

0.7

Base: 292 265 21 0 0 0 4

90.8 7.2 0.0 0.0 0.0 1.4

0.7

Base: 292 248 32 4 2 0 3

84.9 11.0 1.4 0.7 0.0 1.0

1.0

Base: 292 208 43 9 3 0 26

71.2 14.7 3.1 1.0 0.0 8.9

% valid

88.1 11.6 0.0 0.4 0.0

92.7 7.3 0.0 0.0 0.0

86.7 11.2 1.4 0.7 0.0

79.1 16.3 3.4 1.1 0.0

Appendix D. Data summary

N/R

391: 392: 393: 394: 395: 396:

Q29e Their punctuality Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

397: 398: 399: 400: 401: 402:

Q29f Doing what they say they will Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

403: 404: 405: 406: 407: 408:

Q29g Overall happiness with your support worker Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

409: 410: 411: 412: 413: 414: 415: 416: 417: 418: 419: 420: 421: 422: 423: 424: 425: 426:

Q30 Which areas of your life has the service helped to improve? Managing debt/money Maintaining the safety of home Finding suitable move on accomodation Maintain crime-free lifestyle Resolving neighbour disputes Access to training, employment Identify/access other agencies Support personal relationships Parenting, looking after child Increasing confidence Understand tenancy/occupancy Liaise landlord & utility companies Reporting repairs Accessing/managing health services Managing substance misuse Managing mental health Reducing offending Other N/R

Q31 Do you know how to make a complaint? 427: Yes 428: No

Frequency

% overall

1.0

Base: 292 249 31 3 1 1 3

85.3 10.6 1.0 0.3 0.3 1.0

1.4

Base: 292 252 31 0 1 1 3

86.3 10.6 0.0 0.3 0.3 1.0

1.4

Base: 292 253 34 0 0 0 3

86.6 11.6 0.0 0.0 0.0 1.0

0.7

Base: 292 176 123 113 26 43 69 127 49 31 152 149 168 156 111 17 77 11 12

60.3 42.1 38.7 8.9 14.7 23.6 43.5 16.8 10.6 52.1 51.0 57.5 53.4 38.0 5.8 26.4 3.8 4.1

5.1

Base: 292 234 29

80.1 9.9

% valid

87.4 10.9 1.1 0.4 0.4

88.4 10.9 0.0 0.4 0.4

88.2 11.8 0.0 0.0 0.0

Appendix D. Data summary Frequency

% overall

9.9

0.0

Base: 234 146 63 10 4 4 6

50.0 21.6 3.4 1.4 1.4 2.1

64.3 27.8 4.4 1.8 1.8

20.2

0.4

56 1 3

19.2 0.3 1.0

91.8 1.6 4.9

232

79.5

1.6

429: Unsure N/R

430: 431: 432: 433: 434: 435:

Q32 Confident I can use complaints procedure Strongly agree Tend to agree Neither Tend to disagree Strongly disagree No opinion N/R

Q33 Know where to get support if bullied by another resident 436: Yes 437: No 438: Unsure N/R

% valid

Base: 61

Appendix E. Data summary by category

Appendix E. Data summary by category DIRECTLY MANAGED Frequency

1: 2:

Category Directly managed Floating support

Q1 Location (DM) Ty Enfys Ty Golau/Ty Caredig Ty Haul Ty Seren Red Sea House

Q1 Accomodation provider (FS) Cardiff Forensic Cardiff Foyer Cardiff Generic Cardiff Older Persons Lighthouse Project Taff Housing Association Vale of Glamorgan Other N/R

Q2 Gender 16: Female 17: Male N/R

18: 19: 20: 21: 22: 23: 24: 25: 26: 27: 28: 29:

Q3 Age group 16 - 17 18 - 21 22 - 25 26 - 34 35 - 44 45 - 54 55 - 59 60 - 64 65 - 74 75 - 84 85 - 94 95+ N/R

Q4 Long-term illness, health problem, etc. 30: Yes 31: No 32: Don't know N/R

% overall % valid

100.0 0.0

0 231

0.0 100.0

0.0

Base: 61 20 5 4 27 4

32.8 8.2 6.6 44.3 6.6

0 0 0 0 0

0.0 0.0 0.0 0.0 0.0

1.6

231

0.0

0 0 0 0 0 0 0 0

0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0

Base: 231 12 13 35 20 77 28 45 1

5.2 5.6 15.2 8.7 33.3 12.1 19.5 0.4

0.0

Base: 61 51 10

83.6 16.4

Base: 231 131 96

56.7 41.6

0.0

1.7

Base: 61 11 31 10 3 2 1 1 0 1 0 1 0

18.0 50.8 16.4 4.9 3.3 1.6 1.6 0.0 1.6 0.0 1.6 0.0

0 15 13 18 37 52 19 12 30 21 10 1

0.0 6.5 5.6 7.8 16.0 22.5 8.2 5.2 13.0 9.1 4.3 0.4

0.0

1.3

Base: 61 10 43 7

16.4 70.5 11.5

Base: 231 174 51 4

75.3 22.1 1.7

1.6

0.9

N/R

8: 9: 10: 11: 12: 13: 14: 15:

Frequency

Base: 61 61 0

N/R

3: 4: 5: 6: 7:

FLOATING SUPPORT

% overall % valid

Base: 231

Base: 0

Base: 231

Appendix E. Data summary by category DIRECTLY MANAGED Frequency

33: 34: 35: 36: 37: 38: 39: 40: 41: 42: 43: 44: 45:

Q5 Main language spoken in the home English Welsh Arabic Bengali Cantonese Gujurati Hindi Mandarin Polish Punjabi Somali Urdu Other N/R

46: 47: 48: 49: 50: 51: 52: 53: 54: 55: 56: 57: 58: 59: 60: 61: 62: 63: 64:

65: 66: 67: 68: 69: 70:

Q7 How would you describe your sexual orientation? Heterosexual Gay man Lesbian Bisexual Other Prefer not to say N/R

71: 72: 73: 74: 75: 80

Q8 What is your religion? No religion Christian (all denominations) Buddhist Hindu Jewish

% overall % valid

FLOATING SUPPORT Frequency

% overall % valid

Base: 61 50 0 5 1 0 0 0 0 0 0 1 0 3

82.0 0.0 8.2 1.6 0.0 0.0 0.0 0.0 0.0 0.0 1.6 0.0 4.9

Base: 231 214 2 1 1 0 0 0 0 0 0 1 1 8

92.6 0.9 0.4 0.4 0.0 0.0 0.0 0.0 0.0 0.0 0.4 0.4 3.5

1.6

1.3

Base: 61 43 0 0 0 2 2 0 1 0 0 1 0 0 0 4 6 1 1 0

70.5 0.0 0.0 0.0 3.3 3.3 0.0 1.6 0.0 0.0 1.6 0.0 0.0 0.0 6.6 9.8 1.6 1.6 0.0

Base: 231 197 2 0 6 4 0 2 1 0 1 1 0 2 3 1 6 1 1 1

85.3 0.9 0.0 2.6 1.7 0.0 0.9 0.4 0.0 0.4 0.4 0.0 0.9 1.3 0.4 2.6 0.4 0.4 0.4

0.0

0.9

Base: 61 53 0 1 4 1 0

86.9 0.0 1.6 6.6 1.6 0.0

Base: 231 215 0 0 2 1 7

93.1 0.0 0.0 0.9 0.4 3.0

3.3

2.6

Base: 61 35 15 1 0 0

57.4 24.6 1.6 0.0 0.0

Base: 231 92 111 1 0 0

39.8 48.1 0.4 0.0 0.0

Appendix E. Data summary by category DIRECTLY MANAGED Frequency

76: 77: 78: 79:

Muslim Sikh Any other religion Prefer not to say

9 0 6 7

3.9 0.0 2.6 3.0

0.0

2.2

Base: 61 18 38 4 0 0

29.5 62.3 6.6 0.0 0.0

Base: 231 198 29 1 1 1

85.7 12.6 0.4 0.4 0.4

1.6

0.4

Base: 61 15 32 8 1 5 0

24.6 52.5 13.1 1.6 8.2 0.0

24.6 52.5 13.1 1.6 8.2

0 0 0 0 0 0

0.0 0.0 0.0 0.0 0.0 0.0

0.0 0.0 0.0 0.0 0.0

0.0

231

0.0

Base: 61 29 24 5 3 0 0

47.5 39.3 8.2 4.9 0.0 0.0

47.5 39.3 8.2 4.9 0.0

0 0 0 0 0 0

0.0 0.0 0.0 0.0 0.0 0.0

0.0 0.0 0.0 0.0 0.0

0.0

231

0.0

Q10c The way Taff deals with repairs and maintenance Base: 61 Very happy 22 Fairly happy 18 Neither 5 Fairly unhappy 5 Very unhappy 1 No opinion 10

36.1 29.5 8.2 8.2 1.6 16.4

43.1 35.3 9.8 9.8 2.0

0 0 0 0 0 0

0.0 0.0 0.0 0.0 0.0 0.0

0.0 0.0 0.0 0.0 0.0

0.0

231

0.0

Base: 61 35 22 0 1 0 3

57.4 36.1 0.0 1.6 0.0 4.9

60.3 37.9 0.0 1.7 0.0

Base: 231 207 22 0 1 0 0

89.6 9.5 0.0 0.4 0.0 0.0

90.0 9.6 0.0 0.4 0.0

0.0

0.4

Q9 How happy or unhappy are you with the overall service we provide? Very happy Fairly happy Neither Fairly unhappy Very unhappy

Q10a The home that you live in Very happy Fairly happy Neither Fairly unhappy Very unhappy No opinion N/R

91: 92: 93: 94: 95: 96:

Q10b Your neighbourhood as a place to live Very happy Fairly happy Neither Fairly unhappy Very unhappy No opinion N/R

97: 98: 99: 100: 101: 102:

N/R

103: 104: 105: 106: 107: 108:

% overall % valid

16.4 0.0 0.0 0.0

N/R

85: 86: 87: 88: 89: 90:

Frequency

10 0 0 0

N/R

80: 81: 82: 83: 84:

FLOATING SUPPORT

% overall % valid

Q10d The support that you receive Very happy Fairly happy Neither Fairly unhappy Very unhappy No opinion N/R

30.0 63.3 6.7 0.0 0.0

86.1 12.6 0.4 0.4 0.4

Base: 0

Appendix E. Data summary by category DIRECTLY MANAGED Frequency

Q11 Have a copy of the occupancy/tenancy agreement Base: 61 109: Yes 54 110: No 2 111: Don't know 4

Q12 Have a copy of the house rules Doesn't apply to me Yes No Don't know N/R

116: 117: 118: 119: 120: 121:

Q13a I understand the rules of my occupancy/tenancy Strongly agree Tend to agree Neither Tend to disagree Strongly disagree N.A. / No opinion N/R

122: 123: 124: 125: 126: 127:

Q13b I understand the house rules Strongly agree Tend to agree Neither Tend to disagree Strongly disagree N.A. / No opinion N/R

128: 129: 130: 131: 132: 133:

Q13c The terms of the agreements are fair Strongly agree Tend to agree Neither Tend to disagree Strongly disagree N.A. / No opinion N/R

134: 135: 136: 137: 138: 139:

Q14a Kitchen Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

Frequency

% overall % valid

Base: 0 88.5 3.3 6.6

88.5 3.3 6.6

0 0 0

0.0 0.0 0.0

1.6

231

0.0

1 54 3 3

1.6 88.5 4.9 4.9

0 0 0 0

0.0 0.0 0.0 0.0

0.0

231

0.0

Base: 61 42 16 2 0 0 1

68.9 26.2 3.3 0.0 0.0 1.6

70.0 26.7 3.3 0.0 0.0

0 0 0 0 0 0

0.0 0.0 0.0 0.0 0.0 0.0

0.0 0.0 0.0 0.0 0.0

0.0

231

0.0

Base: 61 44 14 1 0 0 1

72.1 23.0 1.6 0.0 0.0 1.6

74.6 23.7 1.7 0.0 0.0

0 0 0 0 0 0

0.0 0.0 0.0 0.0 0.0 0.0

0.0 0.0 0.0 0.0 0.0

1.6

231

0.0

Base: 61 33 22 2 1 1 0

54.1 36.1 3.3 1.6 1.6 0.0

55.9 37.3 3.4 1.7 1.7

0 0 0 0 0 0

0.0 0.0 0.0 0.0 0.0 0.0

0.0 0.0 0.0 0.0 0.0

3.3

231

0.0

Base: 61 17 35 3 3 3 0

27.9 57.4 4.9 4.9 4.9 0.0

27.9 57.4 4.9 4.9 4.9

0 0 0 0 0 0

0.0 0.0 0.0 0.0 0.0 0.0

0.0 0.0 0.0 0.0 0.0

0.0

231

0.0

N/R

112: 113: 114: 115:

FLOATING SUPPORT

% overall % valid

Base: 0

Base: 61

Base: 0

Appendix E. Data summary by category DIRECTLY MANAGED Frequency

140: 141: 142: 143: 144: 145:

Q14b Bathroom Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

146: 147: 148: 149: 150: 151:

Q14c Windows Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

152: 153: 154: 155: 156: 157:

Q14d Heating system Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

158: 159: 160: 161: 162: 163:

Q14e Security Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

164: 165: 166: 167: 168: 169:

Q14f Decorations Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

170: 171: 172: 173: 174:

Q14g Storage space Very happy Fairly happy Neither Fairly unhappy Very unhappy

FLOATING SUPPORT

% overall % valid

Frequency

% overall % valid

Base: 61 14 31 4 11 1 0

23.0 50.8 6.6 18.0 1.6 0.0

23.0 50.8 6.6 18.0 1.6

Base: 0 0 0 0 0 0 0

0.0 0.0 0.0 0.0 0.0 0.0

0.0 0.0 0.0 0.0 0.0

0.0

231

0.0

Base: 61 19 25 3 4 9 0

31.1 41.0 4.9 6.6 14.8 0.0

31.7 41.7 5.0 6.7 15.0

0 0 0 0 0 0

0.0 0.0 0.0 0.0 0.0 0.0

0.0 0.0 0.0 0.0 0.0

1.6

231

0.0

Base: 0

Base: 61 19 16 7 8 6 5

31.1 26.2 11.5 13.1 9.8 8.2

33.9 28.6 12.5 14.3 10.7

0 0 0 0 0 0

0.0 0.0 0.0 0.0 0.0 0.0

0.0 0.0 0.0 0.0 0.0

0.0

231

0.0

Base: 61 30 23 3 2 1 2

49.2 37.7 4.9 3.3 1.6 3.3

50.8 39.0 5.1 3.4 1.7

0 0 0 0 0 0

0.0 0.0 0.0 0.0 0.0 0.0

0.0 0.0 0.0 0.0 0.0

0.0

231

0.0

Base: 61 18 25 7 6 2 2

29.5 41.0 11.5 9.8 3.3 3.3

31.0 43.1 12.1 10.3 3.4

0 0 0 0 0 0

0.0 0.0 0.0 0.0 0.0 0.0

0.0 0.0 0.0 0.0 0.0

1.6

231

0.0

Base: 61 20 25 5 6 4

32.8 41.0 8.2 9.8 6.6

33.3 41.7 8.3 10.0 6.7

0 0 0 0 0

0.0 0.0 0.0 0.0 0.0

Base: 0

Appendix E. Data summary by category DIRECTLY MANAGED Frequency

175: N.A. / No opinion N/R

176: 177: 178: 179: 180: 181:

Q14h Furniture Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

182: 183: 184: 185: 186: 187:

Q14i Garden Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

188: 189: 190: 191: 192: 193:

Q14j Communal areas Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

194: 195: 196: 197: 198: 199:

Q14k Play room/ facilities Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

200: 201: 202: 203: 204: 205:

Q14l Cleanliness of the project Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

Q15a I get the privacy I need whilst living here 206: Strongly agree 84

FLOATING SUPPORT

% overall % valid

1.6

0.0

Base: 61 20 31 3 4 2 0

32.8 50.8 4.9 6.6 3.3 0.0

Frequency

% overall % valid

0.0

231

0.0

33.3 51.7 5.0 6.7 3.3

0 0 0 0 0 0

0.0 0.0 0.0 0.0 0.0 0.0

0.0 0.0 0.0 0.0 0.0

1.6

231

0.0

Base: 61 11 28 4 4 1 12

18.0 45.9 6.6 6.6 1.6 19.7

22.9 58.3 8.3 8.3 2.1

0 0 0 0 0 0

0.0 0.0 0.0 0.0 0.0 0.0

0.0 0.0 0.0 0.0 0.0

1.6

231

0.0

Base: 61 19 33 3 2 1 2

31.1 54.1 4.9 3.3 1.6 3.3

32.8 56.9 5.2 3.4 1.7

0 0 0 0 0 0

0.0 0.0 0.0 0.0 0.0 0.0

0.0 0.0 0.0 0.0 0.0

1.6

231

0.0

Base: 20 10 9 0 0 0 0

3.4 3.1 0.0 0.0 0.0 0.0

52.6 47.4 0.0 0.0 0.0

0 0 0 0 0 0

0.0 0.0 0.0 0.0 0.0 0.0

0.0 0.0 0.0 0.0 0.0

273

93.5

5.0

231

0.0

Base: 61 19 26 6 7 2 0

31.1 42.6 9.8 11.5 3.3 0.0

31.7 43.3 10.0 11.7 3.3

0 0 0 0 0 0

0.0 0.0 0.0 0.0 0.0 0.0

0.0 0.0 0.0 0.0 0.0

1.6

231

0.0

Base: 61 31

50.8

0.0

Base: 0

Appendix E. Data summary by category DIRECTLY MANAGED Frequency

207: 208: 209: 210: 211:

Tend to agree Neither Tend to disagree Strongly disagree N.A. / No opinion

27.9 4.9 9.8 6.6

0 0 0 0 0

0.0 0.0 0.0 0.0 0.0

0.0 0.0 0.0 0.0

0.0

231

0.0

Base: 61 37 19 1 3 0 0

60.7 31.1 1.6 4.9 0.0 0.0

61.7 31.7 1.7 5.0 0.0

0 0 0 0 0 0

0.0 0.0 0.0 0.0 0.0 0.0

0.0 0.0 0.0 0.0 0.0

1.6

231

0.0

Q16 How good/poor are Taff at keeping you informed? Base: 61 Very good 32 Fairly good 26 Neither 2 Fairly poor 0 Very poor 0 No opinion 0

52.5 42.6 3.3 0.0 0.0 0.0

53.3 43.3 3.3 0.0 0.0

Base: 231 192 29 3 1 1 4

83.1 12.6 1.3 0.4 0.4 1.7

85.0 12.8 1.3 0.4 0.4

0.4

Base: 231 191 30 1 3 0 5

82.7 13.0 0.4 1.3 0.0 2.2

0.4

Base: 231 160 37 8 1 2 20

69.3 16.0 3.5 0.4 0.9 8.7

1.3

0 0 0 0 0 0

0.0 0.0 0.0 0.0 0.0 0.0

Q15b I feel safe and secure living here Strongly agree Tend to agree Neither Tend to disagree Strongly disagree N.A. / No opinion

N/R

224: 225: 226: 227: 228: 229:

Q17a I know how to contact Taff Strongly agree Tend to agree Neither Tend to disagree Strongly disagree N.A. / No opinion N/R

230: 231: 232: 233: 234: 235:

Q17b Taff consult me about changes that affect me Strongly agree Tend to agree Neither Tend to disagree Strongly disagree N.A. / No opinion N/R

236: 237: 238: 239: 240: 241:

% overall % valid

27.9 4.9 9.8 6.6 0.0

N/R

218: 219: 220: 221: 222: 223:

Frequency

17 3 6 4 0

N/R

212: 213: 214: 215: 216: 217:

FLOATING SUPPORT

% overall % valid

Q17c Know how to make request for repairs to my home Strongly agree Tend to agree Neither Tend to disagree Strongly disagree N.A. / No opinion

Base: 0

1.6

Base: 61 30 15 2 8 5 1

49.2 24.6 3.3 13.1 8.2 1.6

0.0

Base: 61 27 15 7 5 3 3

44.3 24.6 11.5 8.2 4.9 4.9

1.6

Base: 61 40 17 1 3 0 0

65.6 27.9 1.6 4.9 0.0 0.0

50.0 25.0 3.3 13.3 8.3

47.4 26.3 12.3 8.8 5.3

84.9 13.3 0.4 1.3 0.0

76.9 17.8 3.8 0.5 1.0

Base: 0 65.6 27.9 1.6 4.9 0.0

0.0 0.0 0.0 0.0 0.0

Appendix E. Data summary by category DIRECTLY MANAGED Frequency

N/R F13 Have you contacted Taff by telephone in the last year? 242: Yes 243: No 244: Unsure

245: 246: 247: 248: 249: 250:

N/R

251: 252: 253: 254: 255: 256:

Q18 We listen to your views and act upon them Very happy Fairly happy Neither Fairly unhappy Very unhappy No opinion N/R

257: 258: 259: 260: 261: 262:

Q19 Give you the chance to take part in decision making Very happy Fairly happy Neither Fairly unhappy Very unhappy No opinion N/R

263: 264: 265: 266: 267: 268: 269: 270: 271:

Frequency

% overall % valid

0.0

231

0.0

0 0 0

0.0 0.0 0.0

Base: 231 169 55 5

73.2 23.8 2.2

0.0

0.9

0 0 0 0 0 0

0.0 0.0 0.0 0.0 0.0 0.0

0.0 0.0 0.0 0.0 0.0

Base: 169 133 29 5 1 0 1

57.6 12.6 2.2 0.4 0.0 0.4

79.2 17.3 3.0 0.6 0.0

0.0

26.8

0.0

Base: 61 21 23 8 2 0 6

34.4 37.7 13.1 3.3 0.0 9.8

38.9 42.6 14.8 3.7 0.0

Base: 231 180 38 3 2 0 6

77.9 16.5 1.3 0.9 0.0 2.6

80.7 17.0 1.3 0.9 0.0

1.6

0.9

Base: 61 25 23 4 4 1 4

41.0 37.7 6.6 6.6 1.6 6.6

Base: 231 166 34 6 1 0 23

71.9 14.7 2.6 0.4 0.0 10.0

0.0

0.4

Base: 0

N/R F14 The service you received when you contacted the office Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion

FLOATING SUPPORT

% overall % valid

Base: 0

Base: 61 21 16 48 29 43 28 31 26

34.4 26.2 78.7 47.5 70.5 45.9 50.8 42.6 29.0 3.3

43.9 40.4 7.0 7.0 1.8

Base: 231 13 4 185 40 99 30 145 8 47.5 0

5.6 1.7 80.1 17.3 42.9 13.0 62.8 3.5 30.0 0.0

80.2 16.4 2.9 0.5 0.0

13.0

Appendix E. Data summary by category DIRECTLY MANAGED Frequency

272: 273: 274: 275:

Q21 Preferred documentation format? Large print CD or audio tape Welsh Any other language

Base: 231 51 5 1 2

22.1 2.2 0.4 0.9

82.0

175

75.8

Base: 61 50 4 7

82.0 6.6 11.5

Base: 231 216 6 9

93.5 2.6 3.9

0.0

Base: 61 53 4 4

86.9 6.6 6.6

Base: 231 200 7 23

86.6 3.0 10.0

0.0

0.4

Base: 53 32 9 12

52.5 14.8 19.7

60.4 17.0 22.6

Base: 200 171 9 20

74.0 3.9 8.7

85.5 4.5 10.0

13.1

0.0

13.4

0.0

Base: 53 43 9 0 1

70.5 14.8 0.0 1.6

81.1 17.0 0.0 1.9

Base: 200 175 16 0 8

75.8 6.9 0.0 3.5

87.9 8.0 0.0 4.0

13.1

0.0

13.9

0.5

Base: 61 31 12 17

50.8 19.7 27.9

Base: 231 139 38 48

60.2 16.5 20.8

1.6

2.6

Q27a Support plan is reviewed when my needs change Base: 61 Strongly agree 27 Tend to agree 24 Neither 0 Tend to disagree 1 Strongly disagree 2 N.A. / No opinion 6

44.3 39.3 0.0 1.6 3.3 9.8

Base: 231 147 39 10 0 0 28

63.6 16.9 4.3 0.0 0.0 12.1

3.0

N/R Q23 Do you have a support plan? 279: Yes 280: No 281: Unsure N/R Q24 Were you offered a copy of your support plan? 282: Yes 283: No 284: Unsure N/R Q25 Amount of input in agreeing your support plan A lot A little None at all Don't know/ N.A. N/R Q26 Been given a copy of tenant support charter 289: Yes 290: No 291: Unsure N/R

292: 293: 294: 295: 296: 297:

% overall % valid

11.5 3.3 1.6 1.6

Q22 Taff's support service was explained before start 276: Yes 277: No 278: Unsure

Base: 61

Frequency

7 2 1 1

N/R

285: 286: 287: 288:

FLOATING SUPPORT

% overall % valid

N/R Q27b Actively involved in review of support needs

1 Base: 61

50.0 44.4 0.0 1.9 3.7

1.6

75.0 19.9 5.1 0.0 0.0

Base: 231 87

Appendix E. Data summary by category DIRECTLY MANAGED Frequency

298: 299: 300: 301: 302: 303:

Strongly agree Tend to agree Neither Tend to disagree Strongly disagree N.A. / No opinion N/R

304: 305: 306: 307: 308: 309:

Q27c Ideas and suggestions are treated seriously Strongly agree Tend to agree Neither Tend to disagree Strongly disagree N.A. / No opinion N/R

310: 311: 312: 313: 314: 315:

Q27d Support received - positive difference to life Strongly agree Tend to agree Neither Tend to disagree Strongly disagree N.A. / No opinion N/R

FLOATING SUPPORT

% overall % valid

29 21 1 1 1 7

47.5 34.4 1.6 1.6 1.6 11.5

1.6

Base: 61 27 21 1 4 1 6

44.3 34.4 1.6 6.6 1.6 9.8

54.7 39.6 1.9 1.9 1.9

Frequency

% overall % valid

163 43 6 0 0 14

70.6 18.6 2.6 0.0 0.0 6.1

2.2

Base: 231 187 27 4 0 0 10

81.0 11.7 1.7 0.0 0.0 4.3

1.6

1.3

Base: 61 25 22 5 2 2 5

41.0 36.1 8.2 3.3 3.3 8.2

Base: 231 196 27 6 0 0 1

84.8 11.7 2.6 0.0 0.0 0.4

0.0

0.4

Base: 61 33 6 19

54.1 9.8 31.1

Base: 231 158 6 61

68.4 2.6 26.4

4.9

2.6

Base: 61 26 3 26

42.6 4.9 42.6

Base: 231 124 9 87

53.7 3.9 37.7

9.8

4.8

Base: 61 41 8 8

67.2 13.1 13.1

Base: 231 95 16 109

41.1 6.9 47.2

6.6

4.8

Base: 61 10 1 43

16.4 1.6 70.5

Base: 231 28 1 181

12.1 0.4 78.4

11.5

9.1

50.0 38.9 1.9 7.4 1.9

44.6 39.3 8.9 3.6 3.6

76.9 20.3 2.8 0.0 0.0

85.8 12.4 1.8 0.0 0.0

85.6 11.8 2.6 0.0 0.0

Appendix E. Data summary by category DIRECTLY MANAGED Frequency

Q28e Resolving neighbour disputes 328: I already get this 329: Don't receive-do need 330: I don't need it N/R Q28f Access to training, employment 331: I already get this 332: Don't receive-do need 333: I don't need it N/R Q28g Identify/access other agencies 334: I already get this 335: Don't receive-do need 336: I don't need it N/R Q28h Support personal relationships 337: I already get this 338: Don't receive-do need 339: I don't need it N/R Q28i Parenting, looking after child 340: I already get this 341: Don't receive-do need 342: I don't need it N/R Q28j Increasing confidence 343: I already get this 344: Don't receive-do need 345: I don't need it N/R Q28k Understand tenancy/occupancy agreement 346: I already get this 347: Don't receive-do need 348: I don't need it N/R Q28l Liaise with landlord and utility companies 349: I already get this 350: Don't receive-do need 351: I don't need it N/R

% overall % valid

FLOATING SUPPORT Frequency

% overall % valid

Base: 61 15 3 37

24.6 4.9 60.7

Base: 231 52 5 155

22.5 2.2 67.1

9.8

8.2

Base: 61 28 8 19

45.9 13.1 31.1

Base: 231 58 12 146

25.1 5.2 63.2

9.8

6.5

Base: 61 31 3 21

50.8 4.9 34.4

Base: 231 141 8 71

61.0 3.5 30.7

9.8

4.8

Base: 61 18 5 33

29.5 8.2 54.1

Base: 231 58 3 156

25.1 1.3 67.5

8.2

6.1

Base: 61 16 1 31

26.2 1.6 50.8

Base: 231 16 4 192

6.9 1.7 83.1

21.3

8.2

Base: 61 30 6 19

49.2 9.8 31.1

Base: 231 119 14 88

51.5 6.1 38.1

9.8

4.3

Base: 61 39 2 15

63.9 3.3 24.6

Base: 231 144 3 71

62.3 1.3 30.7

8.2

5.6

Base: 61 18 7 27

29.5 11.5 44.3

Base: 231 173 5 45

74.9 2.2 19.5

14.8

3.5 89

Appendix E. Data summary by category DIRECTLY MANAGED Frequency

Q28m Reporting repairs 352: I already get this 353: Don't receive-do need 354: I don't need it

Base: 231 151 4 66

65.4 1.7 28.6

8.2

4.3

Base: 61 31 1 23

50.8 1.6 37.7

Base: 231 126 5 89

54.5 2.2 38.5

9.8

4.8

7 2 46

11.5 3.3 75.4

Base: 231 19 1 191

8.2 0.4 82.7

9.8

8.7

Base: 61 18 3 34

29.5 4.9 55.7

Base: 231 77 11 129

33.3 4.8 55.8

9.8

6.1

5 2 48

8.2 3.3 78.7

6 4 198

2.6 1.7 85.7

9.8

10.0

Base: 61 40 15 0 1 0 4

65.6 24.6 0.0 1.6 0.0 6.6

Base: 231 211 18 0 0 0 1

91.3 7.8 0.0 0.0 0.0 0.4

1.6

0.4

Base: 61 44 13 0 0 0 3

72.1 21.3 0.0 0.0 0.0 4.9

Base: 231 221 8 0 0 0 1

95.7 3.5 0.0 0.0 0.0 0.4

1.6

0.4

Base: 61

N/R Q28p Managing mental health 361: I already get this 362: Don't receive-do need 363: I don't need it N/R Q28q Reducing offending 364: I already get this 365: Don't receive-do need 366: I don't need it N/R

367: 368: 369: 370: 371: 372:

Q29a Helpfulness with problem solving Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

373: 374: 375: 376: 377: 378:

Q29b Politeness & respect with which they treat you Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

% overall % valid

50.8 8.2 32.8

N/R Q28o Managing substance misuse 358: I already get this 359: Don't receive-do need 360: I don't need it

Frequency

Base: 61 31 5 20

N/R Q28n Accessing/managing health services 355: I already get this 356: Don't receive-do need 357: I don't need it

FLOATING SUPPORT

% overall % valid

Base: 61

Base: 231

71.4 26.8 0.0 1.8 0.0

77.2 22.8 0.0 0.0 0.0

92.1 7.9 0.0 0.0 0.0

96.5 3.5 0.0 0.0 0.0

Appendix E. Data summary by category DIRECTLY MANAGED Frequency

379: 380: 381: 382: 383: 384:

Q29c Frequency of contact Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

385: 386: 387: 388: 389: 390:

Q29d Availability in emergencies when needed Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

391: 392: 393: 394: 395: 396:

Q29e Their punctuality Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

397: 398: 399: 400: 401: 402:

Q29f Doing what they say they will Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

403: 404: 405: 406: 407: 408:

Q29g Overall happiness with your support worker Very happy Fairly happy Neither Fairly unhappy Very unhappy N.A. / No opinion N/R

409: 410: 411: 412:

Q30 Which areas of your life has the service helped to improve? Managing debt/money Maintaining the safety of home Finding suitable move on accomodation Maintain crime-free lifestyle

FLOATING SUPPORT

% overall % valid

Base: 61 41 12 2 2 0 2

67.2 19.7 3.3 3.3 0.0 3.3

3.3

Base: 61 33 18 1 3 0 4

54.1 29.5 1.6 4.9 0.0 6.6

3.3

Base: 61 44 10 1 1 1 2

72.1 16.4 1.6 1.6 1.6 3.3

3.3

Base: 61 40 15 0 1 1 2

65.6 24.6 0.0 1.6 1.6 3.3

3.3

Base: 61 39 19 0 0 0 2

63.9 31.1 0.0 0.0 0.0 3.3

Base: 61 30 22 30 10

Frequency

% overall % valid

Base: 231 207 20 2 0 0 1

89.6 8.7 0.9 0.0 0.0 0.4

0.4

Base: 231 175 25 8 0 0 22

75.8 10.8 3.5 0.0 0.0 9.5

0.4

Base: 231 205 21 2 0 0 1

88.7 9.1 0.9 0.0 0.0 0.4

0.9

Base: 231 212 16 0 0 0 1

91.8 6.9 0.0 0.0 0.0 0.4

0.9

Base: 231 214 15 0 0 0 1

92.6 6.5 0.0 0.0 0.0 0.4

1.6

0.4

49.2 36.1 49.2 16.4

Base: 231 146 101 83 16

63.2 43.7 35.9 6.9

71.9 21.1 3.5 3.5 0.0

60.0 32.7 1.8 5.5 0.0

77.2 17.5 1.8 1.8 1.8

70.2 26.3 0.0 1.8 1.8

67.2 32.8 0.0 0.0 0.0

90.4 8.7 0.9 0.0 0.0

84.1 12.0 3.8 0.0 0.0

89.9 9.2 0.9 0.0 0.0

93.0 7.0 0.0 0.0 0.0

93.4 6.6 0.0 0.0 0.0

Appendix E. Data summary by category DIRECTLY MANAGED Frequency

413: 414: 415: 416: 417: 418: 419: 420: 421: 422: 423: 424: 425: 426:

Resolving neighbour disputes Access to training, employment Identify/access other agencies Support personal relationships Parenting, looking after child Increasing confidence Understand tenancy/occupancy Liaise landlord & utility companies Reporting repairs Accessing/managing health services Managing substance misuse Managing mental health Reducing offending Other N/R

Q31 Do you know how to make a complaint? 427: Yes 428: No 429: Unsure N/R

430: 431: 432: 433: 434: 435:

Q32 Confident I can use complaints procedure Strongly agree Tend to agree Neither Tend to disagree Strongly disagree No opinion N/R

Q33 Know where to get support if bullied by another resident 436: Yes 437: No 438: Unsure N/R

FLOATING SUPPORT

% overall % valid

Frequency

% overall % valid

13 27 20 17 14 28 33 11 30 22 4 14 5 1

21.3 44.3 32.8 27.9 23.0 45.9 54.1 18.0 49.2 36.1 6.6 23.0 8.2 1.6

30 42 107 32 17 124 116 157 126 89 13 63 6 11

13.0 18.2 46.3 13.9 7.4 53.7 50.2 68.0 54.5 38.5 5.6 27.3 2.6 4.8

11.5

3.5

Base: 61 54 7 0

88.5 11.5 0.0

Base: 231 180 22 29

77.9 9.5 12.6

0.0

Base: 54 29 18 4 1 1 1

47.5 29.5 6.6 1.6 1.6 1.6

54.7 34.0 7.5 1.9 1.9

Base: 180 117 45 6 3 3 5

50.6 19.5 2.6 1.3 1.3 2.2

67.2 25.9 3.4 1.7 1.7

11.5

0.0

22.5

0.6

Base: 61 56 1 3

91.8 1.6 4.9

0 0 0

0.0 0.0 0.0

1.6

231

0.0

Base: 0

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