MAGNA HOUSING ASSOCIATION
REPORT BY THE HEAD OF NEIGHBOURHOOD SERVICES
ON THE RESIDENT CONSULTATION SETTING SERVICE STANDARDS FOR
REHOUSING, RELET STANDARD AND STARTER TENANCY
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 what changes or service standards they would like to see regarding rehousing, relet standard and starter tenancy.
1.3 This report provides a summary of the resident consultation carried out along with research previously obtained through the monthly lettings satisfaction survey.
1.4 The consultation period ran from 20 April 2009 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.
2.2 Two focus groups were held on 15th & 16th June 2009.
2.3 Two hundred residents were selected from respondents to our monthly
lettings satisfaction survey. Respondents were chosen to match the resident profile.
3. THE AUDIENCE WE REACHED
3.1 We obtained the views from 207 residents through this consultation exercise and we achieved a reasonably good match to our resident profile. Although we did not reach our target audience for residents who considered themselves as disabled.
Group Resident Profile % Consultation profile reached %
Male 42% 42%
Female 58% 58%
Age 16 – 24 3% 3%
Age 25-44 27% 27%
Age 45 – 59 21% 21%
Age 60- 74 27% 27%
Age 75+ 22% 22%
Disabled 51% 42%
BME 3% 3%
4. THE OUTCOME OF CONSULTATION
Residents views on rehousing standard
Comments from focus groups. • Happy with the process and the information
• Very happy with the service. Re housing officer made it easy for me to understand everything.
• Cannot think of anything that would improve it.
Residents views on relet standard
• Booklet good
• Booklet is good but must be measured at the time; perhaps put a tick box by each thing.
• Would like a list of things that should have been done so can check they have been done.
• Would like to have known who to contact if works have not been done and the property is not meeting the relet standard.
• Would like a panic sheet for the first day e.g. who to contact if boiler not working, who is the housing officer/rent officer and contact details.
• Details of local office
• Would be nice to know bin and recycling days.
Residents views on starter tenancy
• Good idea and have no problem being on one at the moment
• Think these are a good idea and could not see why people would have a problem with.
• All in attendance thought they were a good idea.
Comments from satisfaction survey • Would have liked more notice of appointment.
• Outstanding repairs.
• Boiler working.
• Garden untidy.
4.1 The main comments from the satisfaction survey are around work not completed when the resident moves in.
4.2 Other comments are around the condition of their new home. The comments do depend on the expectation of the individual. Some residents are happy to have their home, others are unhappy as it has not been fully decorated nor had a new kitchen.
5. SUMMARY
5.1 Providing residents with a checklist of work that will be done before they move in and a number to contact if the work is outstanding could improve satisfaction and avoid confusion.
5.2 Things can and do go wrong when a resident moves in which would not have been picked up prior to moving in which can affect their satisfaction level. A list of who to contact, not just at Magna but other services, which could affect the tenant’s satisfaction level, could be left in the property.
5.3 Residents are all given a copy of the relet standard, which lets the residents know what they can expect from their new home. It is apparent from the satisfaction surveys residents do not always read the relet standard and some have no idea what this is. Perhaps again, a laminated sheet that is left in the property, which states what, they can expect from Magna. This sheet could also contain a list of what Magna will do and what it will not do.
5.4 Residents are of course supplied with all this information in their sign up packs and the tenancy handbooks, but it highly unlikely that, in the period the tenant moves in to the property they will sit down and go through all the paper work. Where as a couple of laminate sheets left in new properties with all the essential information that they may need in the first couple of days could make the whole process a little easier and raise satisfaction.
6. HOW THE OUTCOME OF THIS CONSULTATION WILL SHAPE SERVICES
6.1 This report will be presented to the Head of Neighbourhood Services and the Head of Housing Services with the recommendation to discuss with appropriate residents working groups.
7. RESIDENT SATISFACTION WITH CONSULTATION (FOCUS GROUPS)
7.1 The feedback that we received from residents who attended these focus groups is detailed below.
7.1.1 Everyone that attended the Focus Group understood why he or she was being asked to attend and what the Focus Group could and could not influence.
7.1.2 Everyone agreed that adequate information had been provided, which was easy to read and understand.
7.1.3 All agreed the information they were given and the questions they were asked were fair and balanced.
7.1.4 All felt they had been given the opportunity to say everything they want to say and that they were given enough support to participate.
7.1.5 Everyone felt there contribution had been respected and made a difference.
7.1.6 Residents were then asked to give comments on the Focus Group and how it could be improved. All comments were positive, comments included:
7.1.6.1 Very very good
7.1.6.2 Lots of helpful information
7.1.6.3 I am very satisfied with this exercise
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