.
Report of the Housing Advice Team Customer Survey December 2009
Complete survey Produced by Diane Hughes - Tenant participation assistant
Introduction The Housing Advice Team at Tamworth Borough Council is trained advisers who are available to assist on a wide variety of housing issues either by telephone or directly in person. You do not have to be a tenant of the council as the team have successfully offered advice and information on a range of housing problems to home owners or Housing Association tenants facing difficulties or at risk of loosing their homes. They will also signpost individuals to other agencies who can offer more specialist advice and assistance where appropriate. Why was the survey conducted? A range of housing information is available to tenants, home owners, housing association tenants and people joining our housing register from the housing advice team. Although this information is available it was recognised that improvements are needed to promote and inform our customers of the excellent work that the housing advice team provide on a daily basis. How was the survey conducted? The housing advice team customer survey was conducted in the following way; • Tenants who are currently on the Councils housing register. These were randomly selected from 2000 people (300 customers) • Individual’s randomly selected form the Council’s citizen panel who reside in Tamworth (100 customers) • Tenants off the tenant participation database of involvement. (136 customers) • Individuals stopped in the street or the reception area of Marmion House at Tamworth Borough Council (150 customers) • 224 responses received in total. This enabled us to look at the surveys as a whole and individually across three lists to give us a good representative sample group; 1. Waiting list 2. Tenants of Tamworth Borough Council 3. Randomly selected individuals
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Summary of findings The following is a summary of the key findings from the housing advice teams’ customer survey: •
Although a high number of applicants 83% (185) knew that they could register to go on to the housing list or receive general housing advice 19% (135) many of the other 8 services on offer were known very little about.
•
8% (19) of all respondents stated that they were not aware of any of the services available from the housing advice team.
•
65% (146) of all respondents stated that they were not aware that the team could advise on homeless prevention.
•
80% (179) of all respondents did not know of the Tamworth Bond Scheme. It is important to note that not everyone is eligible for this scheme and that it is for people wishing to rent in the private sector and not for social housing.
•
59% (133) of all respondents stated that they were not aware that debt advice is available.
•
54% of all respondents stated that they did not know that the drop in services is available for basic housing advice.
•
81% (181) of all respondents stated that they did not know that you can book a detailed housing advice interview if required.
•
When asked if customers would use out of hours surgeries for advice from the housing advice team the results are very close. 43% (96) stated that they would use the services and 48% (108) stated that they would not use the out of hour’s surgeries if they were available.
•
63% (142) of respondents stated that they would not be interested in accessing the housing advice services away from Marmion House Council building.
•
58% (129) of respondents either strongly agreed or agreed that the housing advice team are offering a good range of information and services, whereas, 10% (22) either disagreed or strongly disagreed with this statement.
•
86% (193) of respondents stated that they are White British.
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Results of the customer service survey for the housing advice team Tamworth Borough Council Q1) the housing advice team offer the following range of information. Respondents were asked to tick all of the services that they were aware of.
• • • • • • • • • • •
Homeless prevention Housing register / application for housing General housing advice HomeSwapper Debt advice Governments Mortgage Rescue Scheme Tamworth Bond Scheme Specialist advice for young people Mediation services Signposting to other support services, for example, Citizens Advice Bureau None of the above.
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The housing advice team offer a range of information
Tenants
40
Random sampling
20 No ne of t he se
.
ion S ig se rv i np ces os tin gt oo t he rs er v ice s
ou ng ..
Me dia t
Sc he me on d
su pp ort f or y
hB
ge res cue
Mo rt g a
Ta mw o rt
.
De bt ad vic e
0
Sp ec iali st
What services are known about?
Waiting list
60
Ho me Sw ap pe r
H Ge H D Mo Ta Sp Me Sig No m e m e ous n ne om e ebt in ad rtgag wor ciali diatio npos e of ra l es Sw s vic tin t e t he n s p g r eg l ho h t a r s p s e g B e u u e s p r ev scu iste on sin er d S ppor rvice to oth e en g e r / t fo ad s tio a e c p h r v n ry pl i em ser c... ice ... e ..
80
Ho usi ng
Ho
100
rev en tio n r eg iste r/ a pp li ca t io Ge n ne ral ho us ing ad vic e
Number of responses
200 150 100 50 0
120
Ho me l es sp
Number of responses
The housing advice team offer a range of information
What services are known about?
Objective The objective, or outcome, of this question was asked to consider how many people were aware of the range of information the housing advice team could offer assistance on. If customers are currently on the housing register it is important not to assume that they are aware of all the services on offer. Findings 224 respondents completed the surveys that are on the current Tamworth borough council’s waiting list registered for housing. 32% of respondents (72) stated that they were aware of the homeless prevention advice on offer. 83% of respondents (185) stated that they were aware of the housing register that was available to apply for housing. 60% of respondents (135) stated that they were aware that they could receive general housing advice.
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54% of respondents (121) stated that they were aware of the Homeswapper advice on offer which is available for all social housing tenants who want to move home. 27% of respondents (60) stated that they were aware that the housing advice team offer debt advice. 10% of respondents (23) stated that they were aware that the housing advice team could offer advice on the government’s mortgage rescue scheme if required. 19% of respondents (42) stated that they were aware of the Tamworth Bond Scheme. 17% of respondents (39) stated that they were aware of specialist support for young people. 20% of respondents (44) stated that they were aware of mediation services. 41% of respondents (91) stated that they were aware that the housing advice team could offer signposting to other services, for example, Citizens Advice Bureau. 8% of respondents (19) stated that they were not aware of any of the services available from the housing advice team. Q2) homeless prevention is when the advisers will do all that they can to help people remain in their own homes and work through their difficulties. Respondents were asked if they knew this service existed. Objective The housing advice team offer advice on homeless prevention with a view to sustaining tenancies. They will work with landlords and tenants, parents and partners to avoid the individual becoming homeless where possible.
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Homeless Prevention 160
Responses
140 120 100 80 60 40 20 0 Yes
No
Did you know the service existed?
Responses
Homeless Prevention 90 80 70 60 50 40 30 20 10 0
Yes No
Waiting list
Tenants
Random sampling
Did you know the service existed?
Findings 33% of respondents (74) were aware that the team offered advice on homeless prevention. 65% of respondents (146) stated that they were not aware that the team could advise on homeless prevention.
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Q3) are you aware that you can receive help to complete a housing register form to place you on the council’s housing list? Are you aware that you can receive help to complete a housing register form? Number of responses
Number of responses
Are you aware that you can receive help to complete a housing register form? 140 120 100 80 60 40 20 0 Yes
No
I have used this service
Responses
80 70 60 50 40 30 20 10 0
Waiting list Tenants Random sampling
Yes
No
I have used this service
Responses
Objective The housing advice team are available to make an appointment to assist individuals to complete their housing register when applying for housing. At this appointment they will be advised of any further information they will be required to provide in relation to their application for housing and any additional services that are available from the housing advice team. Findings 59% of respondents (132) were aware that the housing advice team could assist in the completion of a housing register to apply for housing. 40% of respondents (89) were not aware that assistance was available from the housing advice team could assist in the completion of a housing register to apply for housing. 6% of respondents (14) stated that they had used this service.
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Q4) the Tamworth Bond Scheme aims to assist households into private rented accommodation by offering the landlord a paper bond that is the equivalent to eight weeks rent. Respondents were asked if they knew this service existed. Tamworth Bond Scheme
Tamworth Bond Scheme Number of responses
Number of responses
200 150 100 50
120 100 80
Waiting list
60
Tenants
40
Random sampling
20
0
0 Yes
Yes
No
No
Used this service
Responses
Used this service
Responses
Objective Individuals on the housing register may decide to explore renting a home in the private sector. The Tamworth bond scheme aims to assist households into private rented accommodation by offering the landlord a paper bond that is the equivalent to eight weeks rent. Not everyone will be eligible for this scheme and applicants need to be able to demonstrate an ability to pay monthly rent. Findings 18% of respondents (41) stated that they knew of the Tamworth Bond Scheme 80% of respondents (179) stated that they did not know of the Tamworth Bond Scheme 1% of respondents (3) stated that they have used the Tamworth Bond Scheme.
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Q5) the Sanctuary Scheme is a scheme designed to assist the victims of domestic violence and hate crime and works with many partnership agencies to ensure safety of users. Respondents were asked if they knew this service existed. Sanctuary Scheme
Sanctuary Scheme Number of responses
160 140 120 100 80 60 40 20
100 80 Waiting list
60
Tenants 40
Random sampling
20 0
0
Yes
Yes
No
No
Used this service
Responses
Used this service
Responses
Objective The homeless officers and housing advice team are available to assist victims through the Sanctuary scheme to assess their individual needs to ensure the safety of users. Confidentiality is maintained at all times. Findings 31% of respondents (69) stated that they did know that the Sanctuary Scheme existed 68% of respondents (152) stated that they did not know that the Sanctuary Scheme existed 3% of respondents (7) stated that they had used this service. It is important to note that unless you had been a victim of domestic abuse or hate crime you would be very unlikely to know about this scheme.
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Q6) Debt advice is in partnership with Tamworth Home Start and Citizens Advice Bureau. Respondents were asked if they knew this service existed. Debt advice
Debt advice
140
90 80 70 60 50 40 30 20 10 0
120 100 80 60 40 20 0
Waiting list Tenants Random sampling
Yes
Yes
No
No
Used this service
Responses
Used this service
Responses
Objective The housing advice team assist with debt advice in partnership with Tamworth Home Start and Citizens Advice Bureau. The team are often a starting point to applicants in financial difficulties and will signpost to other partnership organisations if required. Findings 39% of respondents (88) stated that knew the debt advice service was available 59% of respondents (133) stated that they did not know the debt advice service was available 2% of respondents (4) stated that they had used this service.
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Q7) are you aware that the housing advice team can help with the Governments Mortgage Rescue Scheme? Government Mortgage Rescue Scheme
Government Mortgage Rescue Scheme Number of responses
200 150 100 50 0
120 100 80
Waiting list
60
Tenants
40
Random sampling
20 0 Yes
Yes
No
No
Used this service
Responses
Used this service
Responses
Objective The Mortgage Rescue Scheme (England only) was set up in January 2009 to assist owner/occupiers facing repossession to remain in their home where possible. The housing advice team are trained to advise home owners and liaise with their lenders, money advisers or local housing association to provide the best solution for the individuals concerned. The objective, or outcome, of this question was to see that this information is passed on to customers. Findings 14% of respondents (32) stated that they knew of the Governments Mortgage Rescue Scheme 83% of respondents (187) stated that they did not know of the Governments Mortgage Rescue Scheme 0.4% of respondents (1) stated that they had used this service. It is important to note that as this scheme is aimed at owner / occupiers it would not be widely known about by everyone unless you were facing financial hardship or at risk of loosing your home.
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Q8) mediation is a service provided by the homeless prevention officers employed at Tamworth Borough Council. The service works with families to prevent homelessness. Respondents were asked if they knew this service existed. Mediation services
Mediation services Number of responses
180 160 140 120 100 80 60 40 20 0
100 80 Waiting list
60
Tenants 40
Random sampling
20 0 Yes
Yes
No
No
Used this service
Responses
Used this service
Responses
Objective Mediation services are provided by the homeless prevention officers employed by Tamworth Borough Council. It is for any age group and aims to keep families together where possible and to sustain tenancies. Family tensions can start for many reasons and the team will work closely with all individual family members to prevent homelessness. Findings 51% of respondents (57) stated that they knew of the mediation services available. 74% of respondents (166) stated that they did not know of the mediation services available. 1% of respondents (2) stated that they have used this service.
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Q9) are you currently on the Housing Register? Objective This question was asked to see how many respondents were currently on the waiting list for housing at Tamworth Borough Council. Are you currently on the Housing Register?
Are you currently on the Housing Register? Number of responses
140 120 100 80 60 40 20
120 100 80
Waiting list
60
Tenants
40
Random sampling
20 0
0
Yes Yes
No
No
Not sure
Responses
Used this service
Responses
Findings 89% of respondents (40) stated that they are currently on the Housing Register 54% of respondents (120) stated that they are not currently on the Housing Register 6% of respondents (13) stated that they are not sure if they are the Housing Register Q10) if you are hoping to move house, and you are a council or housing association tenant, have you heard of the HomeSwapper service?
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HomeSwapper services
HomeSwapper services 70 Number of responses
Number of responses
120 100 80 60 40 20 0
60 50 40
Yes
30
No
20 10 0
Yes
No
Waiting list
Responses
Tenants
Random sampling
Responses
Objective The HomeSwapper initiative was set up between social landlords for tenants to exchange their council or housing association home. These are added onto a national website and when a suitable property has been found the tenants contact their own landlord to express an interest to exchange their home. Once all checks by the individual landlords have been completed successfully a move can be authorised to go ahead. The housing advice team can assist in the completion of the HomeSwapper application if required. Findings 45% of respondents (100) stated that they knew of the HomeSwapper service. 45% of respondents (100) stated that they had not heard of the HomeSwapper services.
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Q11) Have you been offered information on HomeSwapper to exchange your home with another social landlord? Have you been offered information on HomeSwapper services?
Have you been offered information on Homeswapper services? Number of responses
200 150 100 50 0 Yes
No Responses
100 80 60
Yes
40
No
20 0 Waiting list
Tenants
Random sampling
Responses
Objective As above Findings 15% of respondents (33) stated that they had been offered information on HomeSwapper to exchange their home with another social landlord. 76% of respondents (171) stated that they had never been offered information on HomeSwapper to exchange their home with another social landlord.
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Q12) do you understand the Local Housing Allowances? Local Housing Allowances
Local Housing Allowances
180 160 140 120 100 80 60 40 20 0
Number of responses
100 80 60
Yes
40
No
20 0
Yes
No
Waiting list
Responses
Tenants
Random sampling
Responses
Objective The Local Housing Allowance is a new way of working out new claims for Housing Benefit for tenants renting accommodation from a private landlord. The Local Housing Allowance was introduced in April 2008. This gives tenants more choice in where they live. Findings 26% of respondents (58) stated that they did understand the Local Housing Allowances. 71% of respondents (159) stated that they did not understand the Local Housing Allowances. It is important to note that unless you were in receipt of Housing Benefit and planning to rent in the private sector you would not have needed to know about Local Housing Allowances.
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Q13) have you ever been made homeless? Have you ever been made homeless? 180 160 140 120 100 80 60 40 20 0
Have you ever been made homeless?
Number of responses
100 80 60
Yes
40
No
20 0
Yes
No Responses
Waiting list
Tenants
Random sampling
Responses
Objective At Tamworth Borough Council there is a dedicated homeless team that offer support to anyone facing homelessness. The law does not protect everyone who becomes homeless and signposting to partnership organisations may be necessary. Anyone who presents themselves as potentially homeless will be treated individually and confidentially. There is also an out of hour’s emergency helpline manned by one of the homeless officers. The objective, or outcome, of this exercise is to see if this service is known about. Findings 24% of respondents (53) stated that they had been made homeless 75% of respondents (168) stated that they had never been made homeless and were asked to move on to question 16.
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Q14) if you were made homeless did you receive advice from our advisers? If you were made homeless did you receive advice from our advisers?
If you were made homeless did you receive advice from our advisers? Number of responses
30 25 20 15 10 5 0 Yes
No Responses
14 12 10 8 6 4 2 0
Yes No
Waiting list
Tenants
Random sampling
Responses
Findings 11% of respondents (25) stated that when they were made homeless they did receive advice from Tamworth’s housing advice team when they were made homeless. 8% of respondents (19) stated that they did not receive advice from Tamworth’s housing advice team when they were made homeless.
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Q15) were you offered a homelessness interview? Respondents were asked to state where their interview took place. Were you offered a homeless interview? Numberof responses
Responses
25
Were you offered a homeless interview?
20 15 10 5 0
12 10 8
Waiting list
6
Tenants
4 2
Random sampling
0 At home
At home
At Marmion House
Not offered an interview to discuss circumstances
Where did the interview take place?
At Marmion House
Not offered an interview to discuss circumstances
Where did the interview take place?
Findings 1% of respondents (2) stated that they were offered a homeless interview at home to discuss their circumstances. 10% of respondents (22) stated that they were offered a homeless interview at Marmion House to discuss their circumstances. 9% of respondents (20) stated that they were not offered an interview to discuss their circumstances.
Appointments Q16) are you aware that the housing advice team provide a drop in service between 9am – 12pm on a Wednesday morning with no appointment necessary?
20
Are you are of the housing advice teams drop in services?
Are you aware of the housing advice teams drop in services?
140 Number of responses
120 100 80 60 40 20 0
100 80 Waiting list
60
Tenants
40
Random sampling
20 0 Yes
Yes
No
No
I have used this service
Responses
Used this service
Responses
Objective The housing advice team offer a drop in service to discuss housing concerns on a Wednesday morning with no appointment necessary. A more detailed appointment can be arranged for complex concerns or if further information needs to be submitted to support the individual. Signposting to partnership organisations can be arranged at these interviews if required. The objective, or outcome, is to see how many people are aware of these services. Findings 10% of respondents (22) stated that they did know about the drop in services that were available. 54% of respondents (122) stated that they did not know about the drop in services that were available. O.4% of respondents (1) stated that they had used this service. Q17) appointments for more detailed housing advice can be made in advance for Tuesday or Thursday all day or a Friday morning. Here you can discuss housing, debt management or be signposted to partner organisations and much more.
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Awareness of detailed appointments 200 150 100 50 0 Yes
No Responses
Awareness of detailed appointments
Number of responses
120 100 80 Yes
60
No
40 20 0 Waiting list
Tenants
Random sampling
Responses
Findings 17% of respondents (38) stated that they did know about the detailed appointment system that was available. 81% of respondents (181) stated that they did not know about the detailed appointment system that was available.
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Q18) would you be interested in out of hours / appointment surgeries? Would you be interested in out of hours surgeries /appointments?
Number opf responses
140
Would you be interested in out of hours surgeries /appointments?
120 100 80 60 40 20 0 Yes
No Responses
140 120 100 80 60 40 20 0
Yes No
Waiting list
Tenants
Random sampling
Responses
Objective The following five questions were asked in relation to appointments / surgeries in relation to where and when they should be held. Normal ‘office hours’ were considered as 9am – 5pm. Findings 38% of respondents (84) stated that they would be interested in out of hour’s surgeries /appointments. 58% of respondents (130) stated that they would not be interested in out of hour’s surgeries /appointments.
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Q19) if the services of the housing advice team were available outside of normal office hours would you use them? If the services of the housing advice team were available outside of normal office hours would you use them?
Number of responses
100
If the services of the housing advice team were available outside of normal office hours would you use them?
80 60 40 20 0 Yes
No responses
70 60 50 40 30 20 10 0
Yes No
Waiting list
Tenants
Random sampling
Responses
Findings 43% of respondents (96) stated that they would use the services of the housing advice team if they were available outside of normal hours. 48% of respondents (108) stated that they would not use the services of the housing advice team if they were available outside of normal hours. If respondents answered ‘no’ they were asked to move on to question 21
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Q20) if you answered yes, then when should these be available? Respondents were requested to tick all that applied. When should these services be available
When should these services be available
80 Number of responses
70 60 50 40 30 20 10 0 Evenings
Weekends Responses
Both
45 40 35 30 25 20 15 10 5 0
Waiting list Tenants Random sampling
Evenings
Weekends
Both
Responses
Findings 8% of respondents (18) stated that if the services of the housing advice team were available outside of normal office hours that they should be available on an evening. 4% of respondents (9) stated that if the services of the housing advice team were available outside of normal office hours that they should be available at weekends. 30% of respondents (68) stated that if the services of the housing advice team were available outside of normal office hours that they should be available at weekends and in the evenings.
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Q21) would you be interested in accessing these services away from Marmion House? Would you be interested in accessing these services away from Marmion House?
Number of responses
160 140 120 100 80 60 40 20 0
Would you be interested in accessing these services away from Marmion House?
Yes
No Responses
80 70 60 50 40 30 20 10 0
Yes No
Waiting list
Tenants
Random sampling
Responses
Findings 25% of respondents (55) stated that they would be interested in accessing the housing advice team’s services away from Marmion House. 63% of respondents (142) stated that they would not be interested in accessing the housing advice team’s services away from Marmion House. When asked to suggest where the housing advice team services should take place the following areas were suggested; • Local area offices, local estates • Town centre (Tamworth), Phil Dix centre • Library, In local clubs or venues • Online • In own home • Probation hostel on release from prison
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Q22) if you answered yes, then when should these be available? If you answered yes, then when should these services be available? 50 40 30 20 10 0 Within office hours
Outside of office hours Responses
Number of responses
If you answered yes, then when should these services be available? 35 30 25 20 15 10 5 0
Within office hours Outside of office hours
Waiting list
Tenants
Random sampling
Responses
Findings 16% of respondents (36) stated that the housing advice services should be available within office hours. 21% of respondents (48) stated that the housing advice services should be available outside of office hours.
27
Did not want to listen to my concerns
Unhelpful
Offered additional support
Keep you informed
signposted me to other services
Knowledgeable
Polite
Helpful
Number of responses
Did not want to listen to my concerns
Unhelpful
Offered additional support
Keep you informed
signposted me to other services
Knowledgeable
Polite
Helpful
Q23) if you have used the housing advice team’s service how you would rate the attitude of staff. Respondents were asked to tick all that apply. Attitude of staff
90
80
70
60
50
40
30
20
10
0
Attitude of staff
50 40 30 20 10 0 Waiting list
Tenants
Random sampling
Responses
28
Objective The aim of this question was to see how the housing advice team’s services were rated. Findings 34% of respondents (77) stated that they rated the housing advice team as helpful 32% of respondents (71) stated that they rated the housing advice team as polite 26% of respondents (58) stated that they rated the housing advice team as knowledgeable 17% of respondents (38) stated that the housing advice team had signposted them to other services. 17% of respondents (39) stated that the housing advice team had kept them informed 13% of respondents (28) stated the housing advice team had offered them additional support 10% of respondents (22) stated that they rated the housing advice team as unhelpful 8% of respondents (19) stated that they rated the housing advice team as not wanting to listen to their concerns.
Tamworth Borough Council’s website Q24) have you ever used the website to find housing information?
29
Have you ever used the website to find housing information?
Have you ever used the website to find housing information? Number of responses
200 150 100 50 0 Yes
120 100 80
Yes
60
No
40 20 0
No
Waiting list
Responses
Tenants
Random sampling
Responses
Objective The website holds a variety of housing information and the questions were to consider how easy the pages were to navigate when trying to retrieve information and to see whether the website is being used. Findings 17% of respondents (37) stated that they had used the website to find housing information. 81% of respondents (182) stated that they had not used the website to find housing information. If respondents had answered no they were requested to move on to question 27.
30
Q25) if you answered yes to using the website did you find it easy to use? If you answered yes to using the website did you find it easy to use? 35 30 25 20 15 10 5 0 Yes
No Responses
Number of responses
If you answered yes to using the website did you find it easy to use? 16 14 12 10 8 6 4 2 0
Yes No
Waiting list
Tenants
Random sampling
Responses
Findings 14% of respondents (31) stated that they did find the website easy to use 2% of respondents (5) stated that they did not find the website easy to use
31
Q26) did you find what you were looking for? Did you find what you were looking for?
Did you find what you were looking for?
Number of responses
14 20 15 10 5 0
12 10 8
Yes
6
No
4 2 0
Yes
No Responses
Waiting list
Tenants
Random sampling
Responses
Findings 10% of respondents (23) stated that when using the website for housing information that they did find what they were looking for. 5% of respondents (12) stated that when using the website for housing information that they did not find what they were looking for.
32
Q27) overall, do you agree that the housing advice team offer a good range of information and services?
Do you agree that the housing advice team offer a good range of information and sevices? 120 100 80 60 40 20 0 No view
Disagree
Strongly disagree
Responses
Do you agree that the housing advice team offer a good range of information and sevices? 60 50 40 30 20 10 0
Waiting list Tenants
Strongly disagree
Disagree
No view
Agree
Random sampling Strongly agree
Agree
Number of responses
Strongly agree
Responses
33
Objective The objective of this question is to see that the housing advice team are offering a good range of information and services to our customers in regards to housing information. Findings 12% of respondents (26) stated they strongly agreed that the housing advice team are offering a good range of information and services. 46% of respondents (103) stated they agreed that the housing advice team are offering a good range of information and services. 26% of respondents (59) stated that they had no view in relation to the range of information or services provided. 4% of respondents (10) stated they disagreed that the housing advice team are offering a good range of information and services. 5% of respondents (12) stated they strongly disagreed that the housing advice team are offering a good range of information and services.
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Comments Negative
Positive
General
I think people who work and on low income should be equal to people on benefits. Could get back to people quicker. My housing benefit was sorted quickly but my application for housing with partner, I don’t even know if it was ok, has been about 2 months. HomeSwapper is very difficult to work out as it sometimes doesn’t work properly on website. Bring back the old system I say! I was told that the ‘Bond’ scheme no longer exists by member of your staff.
It’s got better over the years. You don’t get fobbed off any more like you used to. The housing team do a very good job and they are very helpful.
Weren’t aware these services exist but am pleased to know they exist.
It offers lots of services but not for normal working families with housing needs. Priority is given to people with issues. I feel very let down by Tamworth Council. No feedback or help at all. I have been on the housing list for 14 years and had no correspondence in that time and all I require is a 1 bedroom flat. Very bad customer services indeed.
I have found the team to be really helpful and I am pleased with the service.
As I work Monday to Friday it is not always possible to leave work to visit the council. More information should be provided for private tenants when family members are the landlords. My health is not good. I am on register for 2 bed property. No one helps with calls.
Agree that housing team offer a good range of services, however, as a council tenant I am unaware of most of them. If you have a problem and if they can’t help you themselves I’m sure they can find a man that can.
The reception staff are generally helpful but the actual officers are often rude.
Would appear to be a good range of services /info. Available but problem is people are not aware of it.
Need more details of services available to home owners. I have never needed to use the council’s services for any of the above but it’s nice to know that they exist. I will direct anyone I know that is having trouble with housing to the council and their team of trained staff.
With shift work common place, evenings and weekends would be helpful for these people.
35
I feel excluded from housing information • I live outside the Tamworth area • I have no immediate access to internet services. Staff need to be more helpful and chase up outstanding cases / requests for the public. They chat to each other while chatting to us. They need to talk to people on a level of understanding. Website is not very useful. Staff unwilling to listen. I was told that I had made myself homeless. Didn’t want to know. More help needed for the homeless (especially the young). All of the staff at the council are just not interested in other peoples problems, they just want you to go away. Depends on who you speak to whether helpful or unhelpful. Poor experiences when family in difficulties last year.
Housing is under funded and more council houses should be built.
Don’t know all that’s offered. More publicity needed. Own my own property but would have asked for mortgage advice if I knew it was available. I will tell my daughter and sister about your services.
36
Equality and diversity monitoring This section of the survey was not compulsory to complete. All information is treated in the strictest confidence and will be used to help us improve our services to customers.
Ethnicity What is your ethnic origin?
250 200 150 100 50 0
Ethnicity
Number of responses W h W ite hi U t Bl e - k ac O th Bl k - A er ac k f - C ric ar a n ib b Bl ea n ac k Bl ac - U k -O k th Ch e r in es e In M dia al ay n s Pa ian kis Ba t ng a ni la de s Tr hi av el le r O th er
Number of responses W hi te W hi te Uk Bl -O a th Bl ck - A er ac k f - C ric ar a n ib be Bl ac an k Bl ac - U k k -O th e Ch r in es e In d i M al an ay s Pa ian kis Ba t ng a ni la de s Tr hi av el le r O th er
What is your ethnic origin? 120 100 80 60 40 20 0
Waiting list Tenants Random sampling
Ethnicity
Findings 86% of respondents (193) are White UK 3% of respondents (7) are White Other 1% of respondents (3) are Black Caribbean 1% of respondents (3) are Black UK 1% of respondents (2) stated that their ethnicity was ‘other’. There were no other ethnic groups represented
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Gender Gender
60
M
al e
40
Random sampling
20 0 Male
Female
Transgender
Trans sexual
se xu al
80
Tenants
r
100
Waiting list
Tr an s
120
80 70 60 50 40 30 20 10 0 Tr an sg en de
140
al e
160
Fe m
Number of responses
Gender
Gender
Findings 32% of respondents (72) are male 60% of respondents (135) are female No other gender groups were represented
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Sexual orientation Sexual orientation
40 20 0 Heterosexual
Lesbian or gay
Bisexual
Prefer not to say
Tenants Random sampling
sa y
80 60
Waiting list
to
120 100
100 90 80 70 60 50 40 30 20 10 0
Pr ef er no t
160 140
Bi se xu al
180
He te ro se xu al Le sb ia n or ga y
Number of responses
Sexual orientation
Findings 73% of respondents (163) stated that they are heterosexual 0.4% of respondents (1) stated that they are lesbian or gay 6% of respondents (14) stated that they preferred not to answer this question.
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Age Age
Age Number of responses
60 Responses
50 40 30 20 10 0 5 r2 de n U
t 25
4 o3
t 35
4 o4
t 45
4 o5
t 55
4 o6
o or 65
r ld e
Age range
35 30 25 20 15 10
Waiting list Tenants Random sampling
5 0 Under 25
25 to 34
35 to 44
45 to 54
55 to 64
65 or older
Age range
Findings 7% of respondents (15) are under 25 13% of respondents (30) are between the ages of 25 to 34 17% of respondents (37) are between the ages of 35 to 44 12% of respondents (27) are between the ages of 45 to 54 17% of respondents (39) are between the ages of 55 to 64 51% of respondents (27) are 65 or older
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Marital status Marital status
Marital status
50 40 30 20 10 0 Single
Married
Civil Widowed Divorced or Partner or partnership seperated cohabitating
50 40
Waiting list
30
Tenants
20
Random sampling
10 0 Divorced or seperated
Responses
60
Civil partnership
70
Single
Number of responses
80
Responses
Findings 25% of respondents (56) stated that they were single 30% of respondents (67) stated that they were married 0.4% of respondents (1) stated that they were in a civil partnership 12% of respondents (26) stated that they were widowed 16% of respondents (35) stated that they are divorced or separated 8% of respondents (18) stated that they had a partner or were co-habiting
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Religious beliefs
ish Si kh is m ah W itn es s H um an is t O th er
Je w
el ie f C h R r i om st ia an n C at ho l ic H in du is m Bu dd hi st M us lim
Je ho v
N
o
re
lig io n
or b
Responses
120 100 80 60 40 20 0
Faith / Religious Belief
Number of responses
Would you consider yourself with any particular faith tradition?
Would you identify yourself with any particular failth tradition? 70 60 50 40 30 20 10 0
Waiting list Tenants Random sampling
n ic ism ist lim is h s m ess ist her ef n h i e li stia hol s w Ot r b h ri Cat in du udd Mu J e Sikh Witn u ma o B C n H n H h a io va lig om ho re e R J No
Responses
Findings 26% of respondents (58) stated that had no religion or belief 50% of respondents (111) stated that they were Christian 5% of respondents (11) stated that they were Roman Catholic 2% of respondents (4) stated that they were Jehovah Witness 0.4% of respondents (1) stated that they were Humanist 4% of respondents (9) stated that they held other beliefs.
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Do you consider yourself disabled? The Disability Discrimination Act defines a disabled person as someone who has a physical or mental impairment that has a substantial & long-term effect on his/ her ability to carry out normal day-to-day activities. Do you consider yourself to be disabled?
Do you consider yourself to be disabled?
140
140
120
120
100
100
80
80
60
60
40
40
20
20
0
0 Yes
No Responses
Waiting list
Tenants
Random sampling
Responses
Findings 32% of respondents (72) stated that they considered themselves as being disabled 59% of respondents (132) stated that they did not consider themselves as disabled.
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If yes, please provide details of your disability.
25 20 15 10 5 0
Waiting list Tenants
Disability
long term illness or
Learning difficulty or
Visual impairment
Hearing impairment
Mental health
Communication or speech
Random sampling Physical impairment
Learning difficulty or disability
V isual impairment
H earing impairment
Mental health
C ommunication or speech impairment
long term illness or health condition
Number of responses
Please provide details of your disability
45 40 35 30 25 20 15 10 5 0 P hysical impairment
R esponses
Please provide details of your disability
Disability
Findings 12% of respondents (26) stated that they had a physical impairment 8% of respondents (17) stated that their disability is mental health 3% of respondents (7) stated that their disability is hearing impairment 0.4% of respondents (1) stated that their disability is visual impairment 1% of respondents (3) stated that their disability is a learning difficulty or disability 19% of respondents (42) stated that their disability as a long term illness or health condition.
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