MAGNA HOUSING ASSOCIATION
REPORT BY THE HEAD OF NEIGHBOURHOOD SERVICES
ON THE RESIDENT CONSULTATION ON SETTING SERVICE STANDARDS
FOR TENANCY AND ESTATE MANAGEMENT SERVICE STANDARDS INCLUDING GROUNDS MAINTENANCE, WINDOW CLEANING AND COMMUNAL CLEANING
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 grounds maintenance, window cleaning, communal cleaning and ASB.
1.3 This report provides a summary of the outcome of the resident focus groups and research obtained through surveys.
1.3 The consultation period ran from 20 April 09 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 We offered a range of consultation options, these included:
2.2.1 Focus groups – we held two focus groups.
2.2.2 Postal surveys – 2 postal surveys were used, one for grounds maintenance, window cleaning and communal cleaning and the other for tenancy management and ASB.
3. THE AUDIENCE WE REACHED
3.1 We obtained the views from 446 residents through this consultation exercise and we achieved quite a close match to our resident profile although we did not reach our target audience for residents aged 16 – 24 or our target audience for residents aged 25 – 44. This is due to younger residents not receiving some of the services that the older residents do. 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% 45%
Female 58% 55%
Age 16 – 24 3% 3%
Age 25-44 27% 10%
Age 45 – 59 21% 23%
Age 60- 74 27% 41%
Age 75+ 22% 23%
Disabled 51% 59%
BME 3.% 3%
4. THE OUTCOME OF CONSULTATION
Grounds Maintenance, Communal Cleaning and Window Cleaning
4.1 228 residents responded to the grounds maintenance survey, which also included window cleaning and communal cleaning. This was a popular survey; some residents contacted us to ask if they could have a copy of the questionnaire, as they would like to give their views. We found that
4.1.1 62% said the service meets their expectations.
4.1.2 80% were most satisfied with grass cutting.
4.1.3 46% were least satisfied with the weeding of flowerbeds.
4.1.4 Residents were asked to prioritise a list of grounds maintenance services. 55% of residents thought grass cutting should be the highest priority followed by grass collection (30%)
4.1.5 45% of residents would like to see more information on grounds
maintenance in Opendoor.
4.1.6 80% of residents thought the frequency of communal cleaning was just
right.
4.1.7 89% were satisfied with the cleaning of the communal hallway.
4.1.8 84% were satisfied with the cleaning of the communal stairs.
4.1.9 88% were satisfied with the cleaning of the communal landing
4.1.10 84% were satisfied with the cleaning of the communal room.
4.1.11 88% of residents are satisfied with the window cleaning service.
4.1.12 65% think the service is value for money, 14% do not think it is value
for money and 21%, do not know.
Tenancy and Estate Management Service Standards.
4.2 213 residents responded to this questionnaire. Residents were given a list of our Tenancy and Estate Management service standards, including ASB 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 will visit every resident at least once every three years 56% 34% 10%
We will give residents at least 7 days notice in writing before undertaking the visit. 65% 29% 6%
We will ensure that any problems raised by the resident are recorded and action is taken to resolve the problem. 82% 16% 2%
We will visit all new residents within the first 4 weeks. 66% 30% 4%
We will not unreasonably withhold permission for residents to mutually exchange. 64% 31% 5%
We will arrange an inspection of residents properties with 28 days of receiving the application form 60% 35% 5%
We will respond to other landlords requests for information promptly and respond to requests for information within 10days 61% 34% 5%
If you request to make improvements alterations, we will give you our decision in writing within 28 days 72% 27% 1%
We will not unreasonably withhold our permission 66% 32% 2%
We will not increase your rent as a result of any improvements you have made which we have agreed to. 87% 11% 2%
We will carry out quarterly estate walkabouts with residents 64% 30% 6%
We will remove dumped rubbish on estates within 2 days 83% 15% 2%
We will remove needles and syringes within 1 day 97% 2% 1%
We will remove graffiti within 5 working days 67% 29% 4%
We will respond within 48 hours to reports of abandoned vehicles 74% 23% 3%
We will use starter tenancies for most new tenants 76% 22% 2%
We will make every effort to ensure that new tenants understand their obligations and responsibilities 91% 8% 1%
We will use floating support services to help households who struggle to maintain their tenancies. 79% 19% 2%
We will provide a variety of ways to contact us regarding anti social behaviour 88% 11% 1%
We will categorise complaints to reflect seriousness 80% 19% 1%
We will respond to category A complaints within 1 working day. 92% 6% 2%
We will respond to category B complaints within 3 working days 69% 29% 2%
We will respond to category C and D complaints within five working days 64% 30% 6%
We will welcome anonymous complaints/information and will use it to the best possible effect. 68% 26% 6%
We will provide access to dedicated officers trained specifically to deal with incidents of anti social behaviour 90% 8% 2%
We will agree action plans with tenants who report anti social behaviour 87% 11% 2%
We will support complainants and witnesses throughout the course of an investigation, including support at court 88% 11% 1%
We will deal fairly and impartially with both the complainant and the alleged perpetrator of the incident allowing both the opportunity to have their say 86% 13% 1%
We will work with other agencies to tackle/prevent anti social behaviour 89% 10% 1%
What new service standards or changes residents would like to see
Comments from focus groups • Ensure residents are made responsible and pay for the damage they cause.
• Enforce tenancy agreement more
• Spot-check inspection of homes every 6 months.
• Respond to reports of abandoned properties.
• Once a year let residents know who there HO is and how to contact them.
• Should be opting out clause for window cleaning.
• Window frames should be cleaned every 3 months.
• Clear grass cuttings.
• Clear rubbish before cutting grass.
Comments from grounds maintenance / window cleaning & communal cleaning survey Grounds Maintenance
• Take more time to clean up after them.
• Better supervision of workers
• Do work properly first time.
• Gardeners should meet with tenants at least 3 times a year to talk things through.
• Put notice on board to say when grass is going to be cut so people can clear there toys or take precautions for hay fever.
• Pick up grass cuttings
• Inspect grounds maintenance work.
Communal Cleaning
• Check communal cleaning more often.
• Cleaning should be more frequent.
• Work to a higher standard.
• Appoint a resident to clean hall and stairs
• Dustbin areas should be swept and washed out.
Window Cleaning
• Employ a window cleaner not a window washer.
• Clean more often
• More frequency
• Spot checks by Magna
• Dry windows as well as wash.
• Do not clean windows in rain
• Give notification of when windows will be cleaned so that they can be shut.
• Wash the frames as well as the windows
Comments from service standards survey • More frequent visits from Housing Officer
• More signs such as no ball games, fine those who do not keep standards.
• Polite patrolling of areas
• CCTV monitoring
• Re-cycling points
• Sheltered residents should be told what hours and days there officer is available.
• More salting of paths
• Provide skips on a regular basis for those so tenants with no access to the tip can dispose of there excess rubbish.
• Greater consultation with existing tenants on all matters.
• Dumping of rubbish and neglect of gardens should come under anti social behaviour.
• Please ensure each ASB is truly closed before you state it is.
• Follow up and check issues are resolved.
• Look for a way of dealing with ASB without causing resentment between neighbours.
• If three incidents of anti social behaviour occur from the same person, they should be evicted.
• Violent assaults, drug taking and constant loud noise should lead to instant termination of tenancy.
• You should treat alleged perpetrators of alleged incidents as innocent until actual proof of guilt if produced.
• If ASB reoccurs, it should be dealt with once and for all.
• ASB monitor on every road who reports directly to Magna.
5. SUMMARY
5.1 The most popular comment was requesting the collection grass and leaves. This came second only to grass cutting in the list of priorities. Although the majority would not be prepared to pay a higher service charge.
5.2 Many of the comments seem to be centred on the standard of grass cutting and the grounds men not been given the time to do the work properly.
5.3 It was apparent through the survey that residents were not sure what sort of work was supposed to be carried out in there area and how often it should be carried out.
5.4 The majority of residents were satisfied with the communal cleaning provided; the main comments were around frequency and the standard of work. Although some comments did state that due to the condition of the properties it would not matter how well they were cleaned as it would not look any different.
5.5 The majority of residents were satisfied with the window cleaning service. The main improvement they would like is the windows to be dried or wiped after they have been cleaned.
5.6 Comments from tenants around the service standards for Tenancy and Estate Management showed they thought the service standards were adequate but did not always think that we kept to them.
5.7 Providing a skip to individual areas on a regular basis was the most common suggestion.
5.8 The comments around ASB showed that the majority of residents think Magna is too soft when it comes to dealing with residents who are causing a problem. Perhaps an article in OpenDoor explaining the legal side of dealing with ASB would help residents understand why procedures have to be followed.
7. HOW THE OUTCOME OF THIS CONSULTATION WILL SHAPE SERVICES
7.1 This report will be presented to the Head of Building Services and the Head of Housing Services to discuss contents with appropriate residents working groups.
8. RESIDENT SATISFACTION WITH CONSULTATION (FOCUS GROUPS)
8.1 The feedback that we received from residents who attended these focus groups is detailed below.
8.1.1 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.
8.1.2 Everyone agreed that adequate information had been provided, which was easy to read and understand.
8.1.3 All agreed the information they were given and the questions they were asked were fair and balanced.
8.1.4 All felt they had been given the opportunity to say everything they want to say and that they were given enough support to participate.
8.1.5 Everyone felt there contribution had been respected and made a difference.
8.1.6 Residents were then asked to give comments on the Focus Group and how it could be improved.
8.1.6.1 Too short notice
8.1.6.2 Found out many things I did not know
8.1.6.3 Focus groups are a vital part of resident participation.
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