Tenant Satisfaction Survey Sept-Nov 2005

Neetara carried out a survey of tenant satisfaction with the major refurbishment works being carried out by Partners, the PFI contractor.

Interviews were conducted with tenants at 46 households, mostly face-to-face and with some self-completion. The interview assessed:

• Satisfaction with Partners, the works process and the quality of work.
• Areas and means of improvement

The main results, recommendations and conclusions are shown below.

Sample description

Responses by location

Works start date

Works completion date or status

Tenant Satisfaction

Overall satisfaction

Tenants were asked to summarise satisfaction in three areas:

• Overall satisfaction with Partners
• Overall satisfaction with quality of works
• Partners' consideration for you and your home

Satisfaction with Works Process

Satisfaction with Works Process by Start date

Satisfaction with Works

Complaints

Tenants were asked whether they felt they had cause to complain to Partners, and whether they actually did.

Satisfaction with complaint handling

Improvements - top 2

Tenants were asked to select the 2 most important improvements out of 5:

• "Reduce the length of time the works take (more disruption short term, but finished more quickly)"
• "Take greater care with possessions / fittings / flooring during the works"
• "Provide clear guidelines / discussion about the refurbishment areas where choices and preferences can be made"
• "Provide a detailed works schedule (what will be done in your home, updated on a week by week basis)"
• "More regular contact with Resident Liaison Officer (RLO), at times to suit you"

Recommendations

Communication

• Provide good verbal and written information
• Consult tenant, confirm choices/preferences that can be accommodated and implement

Project Planning

• Duration. One size does not fit all; assess likely duration of works case by case. Give tenants realistic duration estimates - manage expectations
• Do works in best order, and with priority to infrastructure (ceilings, walls, pipes, wiring)
• Unique opportunity to 'get things right', reduce burden on repairs service, as major works are signed off (30-year contract)

Conclusion

• Dissatisfaction is mostly with 'process' rather than 'work' (mean satisfaction with Process 3.1, Works 3.5)
• Priority areas
  - Communication: detailed works schedule
  - Duration, 'making good' and sign-off
  - Complaints handling
• Post-March 05 looks better but expect a sting in the tail as duration - the area of highest dissatisfaction - increases (15 still in progress at time of survey).