MAGNA HOUSING ASSOCIATION
REPORT BY THE HEAD OF NEIGHBOURHOOD SERVICES
ON THE RESIDENT CONSULTATION FOR SETTING SERVICE STANDARDS
FOR AIDS AND ADAPTATIONS
JULY 2009
1. INTRODUCTION
1.1 Following the recent inspection by the Audit Commission, they recommended that MHA “develop and publish a suite of measurable and challenging service standards in consultation with residents”.
1.2 We committed to undertake research with a sample of MHA residents to identify which of our service standards they give priority to and what new service standards they would like us to consider.
1.3 This report provides a summary a recent survey carried out.
1.4 The consultation period ran from 20 April and closed on 23 June 2009.
2. THE APPROACH WE USED IN THIS CONSULTATION
2.1 We targeted our audience for consultation to obtain views from 200 residents who were a match to our resident profile. There are many differing opinions on how large a sample needs to be to make it truly representative. At a HQN training session in 2008 we were informed that Harvard and Yale Universities have shown that if the views of 200 customers are received on a specific area this is enough to give quantitive and qualitative data.
3. THE AUDIENCE WE REACHED
3.1 We obtained the views from 213 residents through this consultation exercise and we achieved a reasonable match to our resident profile. In the consultation we reached, a higher proportion of our residents aged 45-59, residents who considered themselves as disabled and residents with a BME heritage. The profiling information is set out in the table below showing a comparison between our resident profile and the audience we reached.
Group Resident Profile % Consultation profile reached %
Male 42% 40%
Female 58% 60%
Age 16 – 24 3% 1%
Age 25-44 27% 16%
Age 45 – 59 21% 30%
Age 60- 74 27% 29%
Age 75+ 22% 24%
Disabled 51% 71%
BME 3% 4%
4. THE OUTCOME OF CONSULTATION
4.1 213 residents responded to this questionnaire. Residents were given a list of our Aids and Adaptation service standards and asked to give each standard a priority rating of high, medium or low. Residents were then asked what they would like to see become one of our service standards. Below is a table of how each standard was prioritised by residents.
Service Standard High Priority Medium Priority Low Priority
We aim to provide a free minor aids and adaptation service. We will complete minor aids and adaptation works. 66% 31% 3%
We will carry out work referred to us received by an occupational therapist. 77% 21% 2%
We will send you a letter confirming we will carry out the work and include timescales. 80% 17% 3%
We will keep to the agreed appointment time, or call and apologise if delayed and let you know when they will arrive. 84% 13% 3%
We will leave a card with contact details if we visit you and you are out. 74% 23% 3%
We will make the service accessible though publishing leaflets and relevant information in our offices and on our website. 58% 37% 5%
We will provide protection for your furniture and carpets. 74% 23% 3%
We will ask your opinion of the service via a resident satisfaction survey. 62% 37% 1%
We will invite you to take part in consultations that will help you and Magna Housing Association make informed choices and improve the service. 61% 34% 5%
What new service standards or changes residents would like to see
Comments from the survey • It needs to be quicker. I am elderly and am still waiting for the bar to be put up so I can get out the back door and for a walk in shower. Although you have given timescales and are working within them – I need these adaptations today. I understand financial constraint but need does not go away.
• Providing a speedy response to requests for aids and adaptations will ease the pressure on other services, e.g. local hospitals, elderly people need to return to their homes as soon as possible following illness, depending on the circumstances.
• It would be nice if you contacted disabled tenants to enquire if they need any aids or adaptations. Many disabled tenants do not know of this scheme or they are unsure of asking about them.
• After coming out of hospital recently after 3 and a half months, I can get nothing from Magna it seems after paying rent and looking after your property for 41 years I would have thought, now circumstances have changed a bit of consideration would be good. Anyone asking questions get a negative response form me about your Association.
• Assistants for anyone in trouble with flooding or decorating for elderly and disabled.
5. SUMMARY
5.1 The comments from this survey centred on the amount of time it takes for the work to be done.
6. HOW THE OUTCOME OF THIS CONSULTATION WILL SHAPE SERVICES
6.1 This report will be presented to the Head of Technical Services with a recommendation to discuss the outcome of consultation with appropriate resident working group.
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