HOMES OUT WEST 2013 TENANT SATISFACTION SURVEY REPORT Report prepared by Tobi Walzak November 2013
TABLE OF CONTENTS Introduction & Response Rate... 2 Overall Satisfaction... 3 Tenant Demographics... 4 Section Satisfaction... 11 Section 1. Housing Services... 13 Section 2. Tenant Introduction to Homes out West... 17 Section 3. Rent... 19 Section 4. Support... 21 Section 5. Complaints and Appeals... 22 Section 6. Tenants Home... 25 Section 7. Neighborhood... 32 Section 8. Communication... 33 Section 9. Tenant Engagement... 38 Section 10. Company Branding... 40 Comment Summary... 44 1
INTRODUCTION The Homes Out West Tenant Satisfaction Survey is a questionnaire that is undertaken annually to determine the satisfaction levels of the tenants that reside within properties owned or managed by the organisation (HOW). The survey asked specific questions about Homes Out West and the services they provide. The questions were divided into 10 sections which included: Housing Services, Tenants Introduction to HOW, Rent, Support, Complaints and Appeals, Home, Neighborhood, Communication, Tenant Engagement and Company Branding. Most of the questions were structured within a 5 point scale ranging from Very Satisfied to Very Dissatisfied. The responses collected from the tenants will aim to assist Homes Out West to continue to provide sustainable housing to support and enhance the lives of people who may be experiencing difficulty with housing needs and require long term safety and security, whilst also assessing any areas that the organisation may need improve or alter for the current tenants and future tenants of the organisation. The survey was conducted by a tafe Student studying their Certificate IV in Community Services. All tenants were notified by Homes Out West that the organisation would be conducting a random selection telephone survey during the end of October into early November. The student then contacted tenants via telephone and surveyed them about the various aspects of services provided by Homes Out West. The tenants responses were then entered into a program named Survey Monkey were at the conclusion of the telephone survey the data was collated to form the information and statistics provided in this report. RESPONSE RATE A figure of 142 Homes Out West tenants was surveyed out of a total of 438 tenants (as of 18 th November 2013) which gives a percentage rate of 32.4% of tenants participating in the survey. 2
Satisfaction Percentage OVERALL SATISFACTION The Overall Satisfaction for Homes Out West was calculated by adding together the 10 sections (Housing services, Introduction, Rent, Support, Complaints and Appeals, Your Home, Neighborhood, Communication, Tenant Engagement and Company Branding) overall percentages, therefore calculating one overall figure of satisfaction for the organisation and the services they provide. The Overall 2013 satisfaction rating of the organisation Homes Out West is 87.3%, showing an increase from 2012 which showed that 80% of tenants were satisfied with the overall services provided by HOW. Below is a graph that shows the overall satisfaction of 2013 compared to the previous 3 years. Overall Satisfaction by Year 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 2010 2011 2012 2013 3
TENANT DEMOGRAPHICS 1.1 This graph shows tenant response by postcode/town in which they reside. Deniliquin (2710) received the largest number of responses which was 55, followed by Albury (2640) which was 35. The least amount of responses according to postcode came from Dareton (2717) which was 1 and Moulamein (2733), 2. Actual Portfolio Demographics Actual Sample Actual Sample Deniliquin 37.8% 38.7% Moama 4.6% 3.5% Albury & 37.8% 33.8% Jerilderie 1.3% 2.1% Lavington Balranald 9.2% 8.5% Wentworth & 3.5% 2.8% Dareton Finley 2.8% 4.2% Berrigan 0.4% 1.4% Tocumwal 2.2% 3.5% Moulamein 0.4% 1.4% 4
1.2 This graph shows the age range of the tenants whom responded to the survey. Actual Portfolio Demographics Under 18 18-24 25-54 55-74 Over 75 Actual 1.8% 6.7% 56.2% 28.9% 6.4% Sample 2.8% 6.3% 42.3% 39.4% 9.2% 5
1.3 This graph shows the responding tenants cultural identity. The majority of tenants identified as Australian (73%) whilst 20.6% identified as Aboriginal or Torres Strait Islander. 3.5% were Born overseas (mainly English speaking country whilst 2.8% were Born overseas (mainly NON English speaking country). Actual Portfolio Demographics Aboriginal Australian Born Overseas mainly English speaking country Born Overseas mainly non- English speaking country Actual 24.8% 69.5% 3% 1.4% Sample 20.6% 73% 3.5% 2.8% 6
1.4 The following graph represents the tenant s disability, if any and what type of disability the tenant has. 102 tenants stated they have NO disability (71.8%). 16.2% of tenants (23) had a physical disability and 1.4% (2) had multiple disabilities. Actual Portfolio Demographics None Physical Psychiatric Sensory Multiple Intellectual Other Actual 56.9% 17.7% 11.2% 0.7% 3% 6.7% 2.5% Sample 71.8% 16.2% 5.6% 0.7% 1.4% 4.2% 0% 1.5 In relation to Supported Tenancies where tenants were supported by another organization for various reasons, 132 tenants (93%) were not supported whilst 10 tenants were supported (7%). Actual Portfolio Demographics Supported Not Supported Actual 10.3% 89.7% Sample 7% 93% 7
1.6 Out of 142 respondents 46 were classified under PT Deniliquin property program (32.4%). The next highest was Leasehold A properties with 21 tenants occupying these (14.8%). See graph for other property type results. Actual Portfolio Demographics Actual Sample Actual Sample Balranald 1.4% 0.7% PT West Capital 5.3% 4.2% Capital CAP Capital 0.5% 1.4% AHO ERA FFS 0.5% 1.4% CAP Leasehold 0.9% 0% AHO FFS 8% 6.3% CHLP Capital 8.7% 5.6% Argyle FFS 13.1% 11.3% Leasehold A 15.4% 14.8% ASAS FFS 1.6% 1.4% Leasehold D 2.5% 3.5% BLALC FFS 5.5% 5.6% PT Deni Capital 29.1% 32.4% HPA FFS 0.2% 0% PT East Capital 6.9% 11.3% Vinnies FFS 0.5% 0% 8
1.7 This graph represents the amount of time a tenant has occupied their property. The majority of tenants have resided in their home between 2 and 5 years equaling 48.6% or 69 people. 26 people have been in their HOW house for less then 12 months, while 16 people have resided there for more then 5 years. Percentage breakdown is included in graph. Actual Portfolio Demographics Less than 12 1-2 years 2-5 years More than 5 years months Actual 19% 20% 47.9% 13.3% Sample 18.3% 21.8% 48.6% 11.3% 9
1.8 The graph below represents the tenant s description of their property. The majority of tenants reside in a 3 bedroom home (37.3% or 53). 21 tenants surveyed reside in a 1 bedroom unit while only 2 reside in a 5 bedroom house. See graph for all results. Actual Portfolio Demographics 1 br unit 2 br unit 3 br unit 2 br house 3 br house 4 br house 5 br house Actual 17.9% 21.6% 0.2% 10.1% 38.1% 11.7% 0.7% Sample 14.8% 21.8% 0.7% 14.1% 37.3% 9.9% 1.4% 10
Satisfaction Percentage SECTION SATISFACTION Below is a graph and table of the average overall satisfaction of each section. Overall satisfaction was calculated using both and responses within each question of each section, gaining an overall satisfaction of each section. 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Overall Section Satisfaction Housing Services Introduction Rent Support Complaints and Appeals Your Home Neighborhood Communication Tenant Engagement Company Branding Section Satisfaction Percentage Housing Services 94.6% Introduction 94.9% Rent 88.0% Support 90.0% Complaints and Appeals 74.9% Your Home 77.5% Neighborhood 87.3% Communication 90.1% Tenant Engagemant 82.8% Company Branding 93.1% Although there were extremely high rates of satisfaction throughout all areas of services provided by Homes Out West there were still the remaining percentages that were dissatisfied with the services provided by HOW. The section that had the lowest satisfaction response was Complaints and Appeals with a percentage of 74.9%, followed by Tenants Home with a repsonse of 77.5%. 11
Compared to last year (2012) tenants satisfaction has risen 5.1% in regards to their home. In 2012 approx 25% of respondents were dissatisfied with their rent compared to 11.3% this year (2013) showing a 13.7% improvement difference overall. The highest difference and improvement when compared to the 2012 tenant satisfaction survey is Tenant Engagement with a 19.2% difference from last year. (30.9% dissatisfied in 2012 compared to 11.7% dissatisfied in 2013). 12
SECTION 1. HOUSING SERVICES 2.9 Overall satisfaction rate with Housing Services of Homes out West. When tenants were asked how satisfied or dissatisfied are you with the services provided by HOW the response was of a high standard. Combined 93.7% (includes Very satisfied and fairly satisfied) of tenants were satisfied with the services provided to them, leaving a small 6.3% or 9 out of 142 people that were dissatisfied in some way. When responses were analyzed by Age, the data showed that tenants aged both Under 18 and 18-24 were 100% satisfied (based on amount of respondents within the age range and a combination of and ), followed by 25-54 years olds at 95% satisfied, Over 75 at 92.3% and 55-74 years being the least satisfied with a percentage of 91.1% satisfied. 13
The Graph below shows tenant responses by location in regards to satisfaction of Housing Services. 100% 90% Postcode Satisfaction 80% 70% 60% 50% 40% 30% Neither fairly dissatisfied 20% 10% 0% Wentworth 2648 Balranald 2715 Deniliquin 2710 Finley 2713 Albury 2640 According to the 5 most populated locations, data shows that Wentworth was the most satisfied at 100%, followed by Deniliquin at 98.2% of respondents being satisfied. The location with the least satisfaction was Balranald with a 75% satisfaction rating. (results based on number of respondents and combination of and ) 2.10 Tenants knowledge of rights and responsibilities Data collected in the survey shows that the majority of tenants (93% or 132 people) have reported that they DO understand what their rights and responsibilities are as a tenant. A small percentage of 4.9% (7 people) on the other hand did NOT know what their rights and responsibilities are as a tenant, this included 6.7% being aged 25-54 and 5.4% aged 55-74. There was also a small percent of tenants that were unsure of their rights and responsibilities (2.1% or 3 people). 14
2.11 Tenants satisfaction of rights being upheld by Homes out West Very satisfied Fairly satisfied Neither Fairly Very dissatisfied dissatisfied 57% 39.4% 0 3.5% 0 The majority of people stated that they were satisfied that their rights as a tenant were being upheld by Homes out West (96.4% combined satisfaction) whilst a small percentage were fairly dissatisfied (3.5%). 2.12 How likely would tenants be to recommend Homes out West to family and friends The majority of respondents answered that they would recommend Homes Out West to family and friends. Combined the percentage for and totals to 93.7% or 133 people. These results indicate an overall satisfaction with the housing provider Homes out West. 15
Only 5.6% indicated that it is fairly unlikely or very unlikely that they would recommend Homes Out West to family and friends. Out of the 8 people that stated they would be unlikely to recommend (combined very and fairly unlikely) 5 people were aged between 25-55 years and 3 out of the 8 people s property program is Argyle. 16
SECTION 2. TENANT INTRODUCTION TO HOMES OUT WEST 3.13 Experience when applying for housing with Homes Out West Tenants were asked a question about their satisfaction when applying for housing. This included the overall satisfaction in all aspects of the application process. This question was only asked to tenants that have resided in their property for less than 12 months. Out of the 142 people that participated in the survey, 26 (18.3%) of these tenants have resided in their property for less than 12 months there for the percentage for satisfaction when applying is based on those 26 tenants responses. A high satisfaction response was received in relation to tenants experience when applying for housing. Combined ( and ) 96.2% of tenants that were included in this section were satisfied with only 3.8% (or 1 person) being dissatisfied with their experience when applying for housing. 17
3.14 Satisfaction of the tenant information pack Very satisfied Fairly satisfied Neither Fairly Very dissatisfied dissatisfied 69.2% 23.1% 3.8% 3.8% 0 These results show that a high percentage of people were in fact satisfied with the information pack that Homes Out West provided upon tenant occupying property. Overall 92.3% of tenants were satisfied with the information pack, leaving 3.8% (1 person) whom was dissatisfied with the information pack provided. (Results based on 26 tenants responses). 3.15 Explanation of lease Very satisfied Fairly satisfied Neither Fairly Very dissatisfied dissatisfied 73.1% 23.1% 0 3.8% 0 These results show that 96.2% (combined and ) are highly satisfied with the way that their lease was explained to them prior to moving into the property. (Results based on 26 tenants responses). The dissatisfaction rate remained very low at 3.8% (1 person). 18
SECTION 3. RENT 4.16 Satisfaction of how rent is communicated with tenants In this section, tenants were asked a question about their satisfaction in the communication of their rent. From the responses that were collected it became apparent that a number of tenants were in fact dissatisfied with the communication of their rent. The dissatisfaction was in regards to the rent statement which generated some negative responses. The majority of respondents were satisfied with the communication regarding their rent. The percentage was 88% or 122 people. Although the satisfaction rate was substantially high there remained a dissatisfaction rate of 11.3%. The following graph shows the satisfaction of tenants whom responded to the question How satisfied or dissatisfied are you with the way your rent and rental situation is communicated with you? by their AGE range. 19
neither The graph below shows satisfaction of rental communication according to tenant s age. Age Satisfaction 90% 80% 70% 60% 50% neither 40% 30% 20% 10% 0% Under 18 18-24 25-54 55-74 Over 75 The data shows that the highest satisfaction in regards to their rental situation came from tenants who were aged between 18-24 with a 100% satisfaction, followed by 55-74 year olds at 92.8% then the over 75 year olds at 92.3%. The age range with the lowest satisfaction came from respondents that were under 18 years old at 75%. Data showed that out of the 16 people who were dissatisfied in some way, 12 people resided in Albury and 11 out of the 16 people were aged between 25 and 54. 20
SECTION 4. SUPPORT 5.17 Support from other organization One of the questions included in the survey was about support services. This question was only asked to tenants whom HOW knew to be supported through another organization. Out of 142 people giving responses only 7% (or 10 people) were supported tenants. The data that was collected shows that overall 90% of supported tenants (whom gave a response to this question) were satisfied with all aspects of their support services and what they provide to the individual. The remaining 10% of tenants who were supported responded with a neither answer to the question. The surveyor noticed that in communicating and surveying the tenants whom were supported, the majority did not feel comfortable answering the questions that were asked in relation to the support they receive. 21
SECTION 5. COMPLAINTS AND APPEALS 6.18 Do you know how to appeal a decision made by Homes Out West? This question was asked to determine the amount of tenants that, if in need of appealing a decision, would have the knowledge to do so. The results are listed below. Yes No Unsure 69% 29.6% 1.4% In relation to knowledge of how to make a complaint, 69% of people responded that they do know how to appeal a decision, while 29.6% of people responded that they in fact did not know how to appeal a decision. A further 1.4% stated that they were unsure giving a combined rate of 31% of tenants who did not know how to appeal a decision. These results show a significant amount of tenants who either do not know how to appeal a decision or are unsure of the process. When compared to last years results (2012), this information shows that there has not been a great amount of difference in tenants understanding of the appeal process. 6.19 Do you know how to make a complaint to Homes out West? This question was asked to determine the amount of tenants that, if in need of making a complaint, would have the knowledge to do so. The results are listed below. Yes No Unsure 95.1% 4.9% 0 The tenants whom responded to this question however had a significant understanding of the complaints process compared to the previous question (appeals). The data analyzed shows that an extremely high percent, 95.1% of tenants, do know how to make a complaint. Only a small amount of 4.9% or 7 people out of 142 did not know how to make a complaint. Nobody gave a response of unsure. 22
6.20 Satisfaction with Complaints and Appeals services that Homes Out West provide Below is a graph giving the figures and percentages for the satisfaction in relation to the complaints and appeals services. Out of the 142 tenants that responded to the survey, 22 or 15.4% made a complaint or appealed a decision made by Homes Out West. Data collected states that 63.6% of respondents were satisfied with the way their complaint was dealt with. A Further 18.2% of people who responded were dissatisfied with how their complaint was dealt with. This data shows an increase of satisfaction from the previous year (2012) which showed a satisfaction rate of 52.6%, therefore improving by 11%. 81.8% were satisfied with the easiness of making a complaint while 13.6% were dissatisfied. This is an improvement from the previous years (2012) 78.2% of tenants being satisfied. The majority of respondents were satisfied with the information and advice provided by staff as well as the speed in which their complaint was dealt with. (See graph for full figures and percentages). 23
Neither Neither Overall in response to all aspects of the complaints and appeals process that Homes Out West provide, 74.9% of tenants were satisfied, compared to last years (2012) 53.9% satisfaction rate. This is an improvement of 21% in regards to the complaints and appeals services provided. Below is a graph showing tenants satisfaction in regards to the Complaints and Appeals Services according to the 5 most populated locations. Postcode Satisfaction 100% 90% 80% 70% 60% 50% Neither 40% 30% 20% 10% 0% Wentworth 2648 Balranald 2715 Deniliquin 2710 Finley 2713 Albury 2640 Data analyzed shows that Balranald had the highest satisfaction at 100% based on the number of respondents from that location which was 2. Deniliquin had a satisfaction rate of 63.6% based on the responses from 11 people. Albury had the lowest satisfaction which was 50% based on the responses from 6 people. Wentworth and Finley did not have any respondents making a complaint or appealing a decision. These figures are based on the Overall satisfaction of how the tenant s complaint was dealt with. 24
SECTION 6. YOUR HOME 6.21 Satisfaction with tenant s condition of home This question was asked for Homes Out West to gain knowledge of the tenant s satisfaction with the current condition of their property. Above, the graph shows data stating that overall 86.6% of tenants who responded to the survey are satisfied (tallied from and ). It also stated that 13.4% of tenants (19 people) were dissatisfied with the condition of their home. There were numerous different comments about the reason as to why each tenant was in fact dissatisfied. 25
Tenant s satisfaction with the condition of their home according to the 5 most populated locations (below graph). 100% Postcode Satisfaction 90% 80% 70% 60% 50% 40% Neither 30% 20% 10% 0% Wentworth 2648 Balranald 2715 Deniliquin 2710 Finley 2713 Albury 2640 According to the data analyzed, the location with the highest satisfaction of the condition of their home is Deniliquin 94.6% followed by Albury 85.7%. Wentworth appears to have the lowest satisfaction at 66.6% however this was only 2 people out of the 3 people surveyed being dissatisfied. Albury had 5 people who were dissatisfied out of 35 people surveyed in that location. 26
Tenant s satisfaction with the condition of their home according to the 5 most populated Property Programs (below graph). Property Program Satisfaction 70% 60% 50% 40% neither 30% 20% 10% 0% Leasehold A PT Deni PT East PT West AHO Data shows that based on the 9 responses collected from tenants residing in the AHO Property Program, 100% were either or with the condition of their home, followed by PT Deni at 95.6% based on 46 responses. PT West had the lowest satisfaction rate of 50% based on 3 out of 6 people surveyed being dissatisfied with the condition of their home. 27
6.22 Report of repairs Out of 142 respondents, 60.6% made a report for a maintenance repair within the last 12 months. That left 39.4% of tenants who were satisfied and did not have the need to report any repairs. 6.23 Satisfaction in relation to last repair The following graph explains the data collected in detail and what the satisfaction rates were for each of the four questions that were asked. Overall 74.4% of tenants stated that they were happy with the repairs and maintenance services provided by Homes Out West (based on all 4 factors within the question). Remaining was 24.7% of respondents that were either or with the repairs and maintenance services provided by Homes Out West (based on all 4 factors within the question). 28
Below is a graph that shows the satisfaction of repairs and maintenance services according to the 5 most populated locations. 100% Postcode Satisfaction 90% 80% 70% 60% 50% 40% 30% Neither 20% 10% 0% Wentworth 2648 Balranald 2715 Deniliquin 2710 Finley 2713 Albury 2640 Data collected shows that the location with the highest satisfaction is Deniliquin at 83.9% satisfaction, followed by Albury at 73.5%. The location with the lowest satisfaction is Balranald with a satisfaction rate of 50%, however this was based on only 2 people surveyed with 1 being dissatisfied. Data also showed that out of the 26 people who were dissatisfied, 11 people were aged between 55 and 74, followed by 10 people being aged between 25 and 54. 5 out of the 26 people responding to the question resided in Argyle properties and 4 in both PT Deni and PT East. 29
6.24 Contractor satisfaction The graph below explains the tenant s satisfaction levels in regard to the contractor that attended their property to make the repairs required by Homes Out West. The majority of tenants who had a contractor attend their property were either or over all three aspects of the question which include communication as well as the respect the contractor had for tenant and their home (tallied to 78.7%). A further 8.1% were neither satisfied nor dissatisfied with the contractor/s. Remaining is 13.1% of respondents who were either or with the contractor that attended their home. These figures are overall and based on the 60.6% of tenants who reported a repair to Homes Out West. 30
Neither Neither The graph below shows the Overall satisfaction of contractor/s that attended properties according to the 5 most populated locations. 100% 90% Postcode Satisfaction 80% 70% 60% 50% 40% 30% 20% Neither 10% 0% Wentworth 2648 Balranald 2715 Deniliquin 2710 Finley 2713 Albury 2640 When factoring in the 5 most populated locations and the tenants responses to the satisfaction of contractor/s that attended their properties, Deniliquin had the highest satisfaction of 83.9%, followed by Finley at 80%. The locations that had the least satisfaction were Wentworth and Balranald with a rating each of 50% satisfied, however these low satisfaction rates are based on the small amount of respondents answering the questions in regards to contractors, e.g. Wentworth only had 2 people responding. 31
SECTION 7. NEIGHBORHOOD 7.25 Satisfaction of neighborhood This graph below shows the tenants satisfaction with their neighborhood as a place to live. Out of 142 people that participated in the tenant survey a combined ( and fairly satisfied) 87.3% stated that they were satisfied with their neighborhood as a place to live. However a combined ( and ) 12.7% of tenants stated that they were in fact dissatisfied with their neighborhood as a place to live. Out of the 18 people who were dissatisfied with their neighborhood, 13 were from Albury, with 8 out of the 18 being with the Argyle property program. 7 out of the 18 people were aged between 25 and 54, followed by 5 who were aged between 55 and 74. 1 person was under the age of 18 and 1 person was over the age of 75. 32
SECTION 8. COMMUNICATION 8.26 Satisfaction with communication from Homes Out West Communication has an extremely positive response rate with 95.1% of tenants stating that they are either or with the communication from Homes Out West. A small percent of 0.7% (or 1 person) was neither satisfied nor dissatisfied with the communication from Homes Out West. However for whatever reason there was a dissatisfaction rate of 4.2% of respondents that were in fact dissatisfied with the communication from Home Out West. 33
8.27 Method in last contacting Homes Out West This question was asked to determine how the tenant last made contact with the organization. Phone In person Letter Email Home visit 61.2% 28.6% 0.7% 0% 8.6% Out of 140 respondents that gave an answer to the above five choices, the most common way for tenants to contact HOW is by telephone with an amount of 61.2% (or 87 people), followed by 28.6% who communicated in person. The least common form of communication from the tenants was email with a 0% rating followed by letter 0.7%. There was also 2 other responses which included a tenants case worker communicating on behalf of tenant and also a tenant had their nurse ring on behalf of them. 8.28 Reason tenant communicated with Homes Out West The table below has the data that shows why the tenant last made contact with Homes Out West. Repairs and Neighborhood Rent Tenancy maintenance Issues Transfer 64.3% 8.9% 24.1% 2.7% Data shows that 78.8% of people who last contacted HOW was in relation to one of the above 4 reasons. This question also provided an Other option to answer the question if the reason for the last communication does not fit the above options. Data shows that this Other option made up for 21.2% of respondents. There were 30 people who did not fit the above reason therefore stated their own reason. Some of these reasons included: Home visit Family member enquiry Survey AGM Tip passes 34
Water bill Lease Removal of furniture Going away courtesy call Garden competition Inspection Rent review The majority of respondents that last contacted HOW were in regards to Repairs and maintenance 64.3%, followed by 24.1% of people that called in regards to their rent. 8.29 Satisfaction when last contacting Homes Out West The graph below shows the tenant s satisfaction levels in regards to when they last contacted Homes Out West. Including the final outcome and respect given by the staff. The data shows that the tenant s satisfaction with the final outcome of the query was rather high at 80.3%. 35
When combining all the factors of the question, the satisfaction rate was significantly high being 89.8% of respondents being satisfied overall in relation to contacting Homes Out West. However 8.9% of tenants were either or when combining all factors of the question. The remaining 2.5% of the 142 respondents were neither satisfied nor dissatisfied with the communication the last time they contacted Homes Out West. 9 out of the 21 people who were dissatisfied were aged between 25 and 54, followed by 8 people aged between 55 and 74. 8.30 How tenant would prefer Homes Out West communicate with them Tenants were asked if they could pick one way that they would prefer Homes Out West communicates with them, how would that be. A significant number of respondents communicated that they would rather be contacted by telephone (58.2%) as they found this option the most convenient for them, followed by receiving a letter (22%). There were a very low response rate for both email and SMS (2.1% combined), making these two options the least appealing to tenants in regards to being contacted by Homes Out West. 36
email SMS email letter/mail letter/mail face to face face to face letter/mail face to face face to face letter/mail by phone by phone by phone by phone by phone The graph below shows the tenants preference to communication according to their age range. 90% Age Satisfaction 80% 70% 60% 50% letter/mail email 40% by phone 30% 20% face to face SMS 10% 0% Under 18 18-24 25-54 55-74 Over 75 37
SECTION 9. TENANT ENGAGEMENT 9.31 Satisfaction of Tenant Engagement In the graph below is the data collected from the respondents regarding their satisfaction with the way Homes Out West involves tenants, listens to their views, acts on them and include them in decision making. Overall when factoring in all 3 sections of the question the satisfaction rate is 82.8% who are in fact satisfied with the way that HOW involve them. A small number of 5.4% were neither satisfied nor dissatisfied about tenant engagement. Overall when factoring in all 3 sections of the question the dissatisfaction rate is 11.7%. The highest dissatisfaction came from the section tenant s ability to influence Homes out West decision making which came in at 21.8% dissatisfaction. 38
In relation to the dissatisfaction rate from the section tenants ability to influence Homes Out West, 13 people out of the 31 people that were dissatisfied have resided in their properties for between 2 to 5 years while 10 people out of the 31 have been in their property for less than 12 months. 14 people out of 31 were aged between 55 and 74 while 12 of the 31 were aged between 25 and 54. 12 of the 31 people surveyed that were dissatisfied were located in Deniliquin while 12 were residing in Albury. 39
SECTION 10. COMPANY BRANDING 10.32 Tenants view on organizations logo Tenants were asked if they personally thought that the Homes Out West Logo appropriately represents the services that they provide. All 142 people surveyed answered this question and the large majority of 91.5% said that YES the current logo does represent the services that Homes Out West provide. Although 8.5% of tenants stated that NO the logo does not represent the service appropriately. 10.33 What would better represent Homes Out West as a logo Out of the 12 people that said NO when asked if the logo represents the service, 10 people answered the question What do you think would better represent the service? and the answers included: Include words like "housing" as older residents feel that the word Homes represents a children s home It offers more services then it represents (the logo) so include them Give tenants the option to design a new logo as a competition Acknowledgement and respect of Aboriginal people and custodians Different picture/s The wording HOW (Homes Out West) different H-O-W 40
10.34 Improvement of Homes Out West Logo Similar to the above question, it was asked if tenants had any ideas that could improve the Logo. Similar to above when tenants were asked this question the results were that 80.3% of tenants said NO they do not have any ideas that could improve the logo with a lot of comments being leave it as is and leave it up to Homes Out West to decide. However 9.9% of people said YES they do have an idea on how they can improve it. These are the comments made: Make it more cheerful Better wording Picture a bit better and different Come out in color (when sent in the mail) Whole design overall changed Jazz it up Make it more clearer (HOW) Change color Bit more housing appropriate More respect for Aboriginal people Picture of an actual house Picture that looks more like a house 41
10.35 Attributes associated with Homes Out West Tenants were asked which of the following attributes do you associate with Homes Out West. See the graph below for details. A high response of positive answers was collected by the tenants of Homes Out West. All attributes gained a 90% and above rating of YES. The highest attribute being Professional at 94%, followed by Effective and Efficient at 92.3%. The highest attribute response coming in at NO was Organized and Competent at 9.9% of tenants saying they did not feel they could agree followed by Sincere at 8.5%. When the data is broken down it shows that out of the 14 people who said they did not feel the organisation was organized and competent, 4 of them were from Balranald and 4 from Albury. It also showed that 7 were aged between 25 and 54 and 7 were aged between 55 and 74. Out of the 14 people, 5 had resided in their property for less than 12 months while 6 people had resided in theirs between 1 to 2 years. 42
When the data is broken down it also shows that of the 12 people who said they did not feel that the organisation were sincere, 4 were located in Deniliquin and 3 were located in Albury. 11 of the 12 people were in the age ranges 55-74 and 25-54. 43
COMMENT SUMMARY This comment summary is based on comments that were made by tenants who responded to the Tenant Satisfaction Survey and could be grouped into sections of comments that had answers in common. 6 people commented positively regarding initial tenancy, e.g. very supported very quick tenancy. 7 people commented positively about recommending HOW to family and friends, e.g. 100% likely highly recommend. 18 people made positive comments about their neighborhood. This included satisfaction with neighbors, quietness and area. E.g. lovely neighbors quiet and peaceful all neighbors are same age and get along well. 20 people made positive comments about tenant engagement ranging from satisfaction with meetings and newsletters to being offered transport to events and involvement with service. E.g. makes me feel like part of the family enjoys meetings in the park excellent. 14 people made positive comments about HOW staff, e.g. very polite and friendly very professional very sincere. 21 people had a comment about issues relating to either their rent statements or communication regarding their rent, e.g. rent statements are confusing struggle with rent rise. 22 people commented that they had issues relating to repairs and maintenance services and were generally not happy with their situation relating to a repair/s, e.g. not happy with time it takes to pursue repair still waiting on repair landlords are tight. 6 people made a comment that they had an issue with a contractor that attended their property, e.g. left rubbish locksmith was rude. 17 people made comments regarding their concerns about their neighborhood. This included distance to shops, trouble with neighbors and not enough privacy. E.g. rough area neighbors are trouble. 18 people made positive comments about their neighborhood. This included satisfaction with neighbors, quietness and area. E.g. lovely neighbors quiet and peaceful all neighbors are same age and get along well. 8 people made a comment relating to some sort of communication breakdown that they had experienced with HOW s service delivery. 44
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