Customer insight and satisfaction
Identifying, anticipating and satisfying customer requirements...
Customer insight means our decisions can be based on what the customer actually wants. What this means for Magna is that we can provide a better service, tailored to suit our residents and to satisfy them. We collect information from residents and build a profile of them and the community in our area to allow us to meet their needs.
Our community
MHA residents are fairly representative of the West Dorset and Dorset community, with a higher proportion of females, an older population and BME population. A higher proportion of MHA residents consider themselves to have a disability than the wider area's population. MHA residents are largely Christian, reflecting the population of Dorset.
The county has much higher than average house prices and this, coupled with lower than average salaries, means it is an unaffordable area for housing. The region has low levels of unemployment. The proportion of the population renting homes from Registered Providers is lower than average. There is a much higher than average number of homes owned outright and second homes than nationally and Dorset is ranked as one of the least deprived counties in the country, but there are prevalent pockets of deprivation relating to housing and services, suggesting a large divide between finances and standard of living in the region.
A profile of MHA residents
Magna often sends out questionnaires to residents that ask about their age, sexual orientation, ethnicity, religion, gender and whether or not they consider they have a disability. The reason we ask these questions is so we can make sure that no group feels they are getting a worse service. If we find that a particular group feels that this is the case we can establish why and do something about it. It is really important that we ask these questions, not just because it is a government requirement, but also because it helps us to improve our service to our customers.
We recently sent out a questionnaire to all our residents to gather more information about you so that we could tailor our services to your needs. We discovered:
The gender of our tenants is predominantly female at 59% with males at 41%. The older our tenants get the more of you are female. in Sheltered housing 61% of you are female and 31% male.
For ethnicity just 2% regard yourselves as from an ethnic background and 98% white British. This is slightly less than the 3% of people in the local areawho consider themselves to be from an ethnic background.
Unsurprisingly there are more younger people in our supported housing accommodation because a lot of our supported housing specifically caters for this group. Under 21’s in supported housing totals 27% compared with only 2% of tenants being under 21 in our general needs housing. Older people are more likely to live in sheltered housing with 99% of you being over 55. In general needs housing there is a fairly even split between people that are between 21 – 40 (37.3%) and 41 – 60 (36.4%).
The number of tenants who consider themselves to be disabled is around 17% which is higher than that of the local population as a whole. The majority of tenants with disabilities live in our sheltered housing accommodation with 31.5% considering them to have a disability.
Tenants in sheltered housing are more likely to be Christian with 83% informing us that they have this belief, this drops to 67.5% in general needs housing and 54.8% in supported housing. There are very few residents who tell us that they have other religions with only 0.4 % of tenants overall being Buddhist or Muslim.
This is the first time that we have asked residents about their sexual orientation. Unsurprisingly there are a high number of tenants who say they prefer not to tell us about their sexual orientation with 26% of tenants overall declining to answer this question. Overall 70.1% of our residents tell us that they are heterosexual 2.6% telling us they are ‘other’.
If you would like to know more about equality and diversity at Magna, please call Sally Huggins on 01305 216009.
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