Radian RATE Programme STAR Survey Results April 2017 to December 2017 All Residents Report February 2018
Executive summary This report summarises the results of the continuous STAR survey of Radian s residents, covering the interviews conducted with a total of 2188 residents 1812 tenants and 376 home owners in the period from 1 April 2017 to 31 December 2017. The survey results are highly accurate overall within a sampling error of ± 2% at the 95% confidence level and can be taken as a robust and representative picture of the views of all Radian residents. Key findings The 2017/18 scores hold up well against both the 2015/16 and the 2016/17 survey scores, with increases on both previous years across 11 of the 19 main performance indicators (including the Net Promoter Score) For tenants, satisfaction with the overall Radian landlord service increased from 86.9% in 2015/16 to 90.7% in 2017/18, with the net promoter score rising from 29 to 37 over this same period When compared to Radian s peer group, the overall landlord score for tenants puts Radian comfortably in the top quartile, just outside the top decile; the Radian shared owner score is the second highest in the peer group and well within the top decile, while the leaseholder score is just outside the average score for the top third of peer group associations For home owners, satisfaction with the overall Radian landlord service has declined since 2016/17, from 74.3% down to 69.7%, albeit that the 2017/18 score is still higher than the 2015/16 satisfaction score of 68.1% For all residents, satisfaction with the overall Radian service has increased from 83.7% in 2015/16 to 87.1% in 2017/18, up nearly 2 percentage points in each of the last two years The net promoter score has also increased from 21 in 2015/16 to 28 in 2017/18, a seven point increase Some noticeable improvements in the service provided by Radian over the three year period from 2015/16 to 2017/18 include increases in residents trusting Radian, being treated fairly and the overall quality of the home In contrast, there are some service areas where there have been decreases in satisfaction over the three year period, including satisfaction with service charges, with Radian listening to and acting on residents views, with Radian s reputation, with Radian consulting and involving residents and with how Radian deals with repairs and maintenance. Overall, the 2017/18 picture of resident satisfaction is evidence that Radian continues to improve its overall service to customers in a difficult operating environment for both social housing landlords and their residents An updated report on the full results from April 2017 to March 2018 will be produced once the full figures are available. Radian STAR Survey Results April 2017 to December 2017 All Residents Report Feb 2018 Page 2
Contents Page Executive Summary 2 1 Introduction 4 2 Comparisons with the 2015/16 & 2016/17 STAR surveys 4 2.1 Comparisons with previous surveys tenants 4 2.2 Comparisons with previous surveys home owners 5 2.3 Comparisons with previous surveys all residents 6 3 Comparisons with Radian s peer group 9 4 Analysis by tenure group 11 4.1 Tenants by tenure group 11 4.2 Home owners by tenure group 13 4.3 All residents 15 5 Analysis by area 18 6 Analysis by key diversity characteristics 20 6.1 Analysis by age and ethnic group 20 6.2 Analysis by disability, arrears and housing benefit status 22 7 Welfare advice and support 24 8 Alarm service for sheltered tenants (HfOP) 25 9 Satisfaction indices analysis by key attributes 26 10 Customer profile 28 Annex 1 Survey method 31 A1 Sample design and accuracy of the results 31 A2 Deriving the satisfaction indices 32 A3 Net Promoter Score 33 Radian STAR Survey Results April 2017 to December 2017 All Residents Report Feb 2018 Page 3
1 Introduction This interim report summarises the results of the continuous STAR survey of Radian s residents, covering the interviews conducted with a total of 1812 tenants and 376 home owners - 2188 residents in total - in the period from 1 April 2017 to 31 December 2017. A fuller report of the STAR results for the year from 1 April 2017 to 31 March 2018 will follow in due course. Shore Consult, an independent consultancy, compiled this interim report, using the survey results provided to Radian by TTi Global Research, the independent market research company responsible for conducting the STAR survey interviews. Details of the survey method are included as Annex 1 to this report. A full set of detailed Tables are also available. This interim report focuses on all residents, with additional analysis by tenure group, area and demographic characteristics where appropriate. 2 Comparisons with the 2015/16 & 2016/17 STAR surveys 2.1 Comparisons with previous surveys - tenants Figure 2.1 below illustrates the changes in average tenant satisfaction with the key services provided by Radian between 2015/16 and 2017/18, focusing on the main satisfaction indices (see Annex 1 for an explanation of how the satisfaction indices are derived). Figure 2.1: Tenant satisfaction indices compared - 2015/16 to 2017/18 2017/18 2016/17 2015/16 Landlord 87% 87% 88% Home 83% 84% 84% Overall 82% 84% 84% Perception 81% 83% 83% Consultation 80% 82% 83% Bases All tenants: 2015/16 = 2400; 2016/17 = 2098; 2017/18 = 1812 Radian STAR Survey Results April 2017 to December 2017 All Residents Report Feb 2018 Page 4
Figure 2.1 shows that average tenant satisfaction with the delivery of key services in 2017/18 has improved compared to 2015/16 on the overall landlord index but there have been slight decreases in satisfaction across all the other indices over the three year period shown, albeit within only a few points. The net promoter scores (NPS) for tenants over the three year period shows a marked improvement in 2017/18, rising to a score of 37, compared to a score of 29 in both 2015/16 and 2016/17. 2.2 Comparisons with previous surveys home owners Figure 2.2 below illustrates the changes in average home owner satisfaction with the key services provided by Radian between 2015/16 and 2017/18, focusing on the main satisfaction indices (see Annex 1 for an explanation of how the satisfaction indices are derived). Figure 2.2: Home owner satisfaction indices compared - 2015/16 to 2017/18 2016/17 2015/16 2014/15 Sales 76% 79% 80% Landlord 75% 75% 78% Home 74% 78% 79% Overall 73% 76% 77% Perception 72% 74% 76% Consultation 72% 76% 75% Bases All home owners: 2015/16 = 484; 2016/17 = 381; 2017/18 = 376 Radian STAR Survey Results April 2017 to December 2017 All Residents Report Feb 2018 Page 5
Figure 2.2 shows a decline in home owner satisfaction with each of the main services in each year between 2015/16 and 2017/18, with between five and three percentage point decreases over the three year period. The service with the greatest decline in satisfaction for home owners (with a 5 point drop since 2016/17) is services to the home dissatisfaction with service charges as value for money emerging as a particular problem, as Table 2 below shows. In line with the apparent decline in satisfaction in 2017/18 amongst home owners with the main services provided by Radian, compared with previous years, the net promoter score (NPS) for home owners in 2017/18 has also decreased, from -2 in 2016/17 to -16 in 2017/18, a decline of 14 points. Chapter 4 of this report looks in more detail at the levels of satisfaction for both leaseholders and shared owners and identifies more precisely which group affects the lower levels of satisfaction with Radian services. 2.3 Comparisons with previous surveys all residents Table 2 compares the 2017/2018 STAR survey results with the results of the STAR surveys conducted by Radian in both 2015/16 and 2016/17. The performance scores are ranked by the 2017/18 scores, in descending order, for ease of interpretation. Table 2 highlights the following: The 2017/18 scores hold up well against both the 2015/16 and the 2016/17 survey scores, with increases on both previous years across 11 of the 19 main performance indicators (including the Net Promoter Score) In particular, satisfaction with the overall landlord service has increased from 83.7% in 2015/16 to 87.1% in 2017/18, up nearly 2 percentage points in each of the last two years, and is evidence that Radian continues to improve its overall service to customers in a difficult operating environment for both social housing landlords and their residents Some noticeable improvements in the service provided by Radian over the three year period from 2015/16 to 2017/18 include increases in resident trusting Radian, being treated fairly and the overall quality of the home In contrast, there are some service areas where there have been decreases in satisfaction over the three year period, including: a decrease of 8 percentage points since last year in satisfaction with service charges from 73% in 2016/17 down to 65% in 2017/18 a decrease of 6 percentage points since last year in satisfaction with Radian listening to and acting on residents views from 72% in 2016/17 down to 66% in 2017/18 other more minor decreases in satisfaction (all showing a decline in 2 percentage points since last year) include with Radian s reputation, with Radian consulting and involving residents and with how Radian deals with repairs and maintenance. Radian STAR Survey Results April 2017 to December 2017 All Residents Report Feb 2018 Page 6
Table 2: Comparisons with 2015/16 and 2016/17 STAR surveys all residents Percentages satisfied with each service, based on total respondents; bases vary and percentages do not total 100 PERFORMANCE INDICATORS 2015/16 2016/17 2017/18 % % % Radian has friendly and approachable staff 89.5% 90.3% 90.5% Overall quality of home 88.2% 88.8% 90.1% Condition of property 86.7% 87.8% 87.5% Overall landlord service 83.7% 85.5% 87.1% Rent as value for money 83.5% 86.6% 86.1% Your neighbourhood as place to live 86.4% 86.4% 85.5% Radian treats you fairly 82.3% 82.5% 85.0% Radian provides effective & efficient service 77.5% 80.7% 83.1% Radian is providing the service I expect 80.8% 82.4% 83.0% I trust Radian 79.2% 81.0% 83.0% Would recommend Radian to friends/family 81.5% 82.5% 82.9% Rate info from landlord as good 79.7% 79.5% 80.1% Opportunities to make views known 80.4% 79.3% 79.8% Repairs and maintenance service 73.5% 75.4% 73.1% Radian consults & involves residents 78.1% 74.9% 72.3% Listens to and acts on your views 70.2% 72.0% 65.8% Radian has a good reputation in my area 68.2% 68.0% 65.6% Service charges as value for money 71.7% 72.9% 64.9% Net Promoter Score 21 24 28 Landlord index average satisfaction 85.3% 85.7% 85.9% Home index average satisfaction 83.2% 83.6% 81.7% Overall index average satisfaction 82.6% 82.8% 80.8% Perception index average satisfaction 81.8% 82.1% 79.5% Consultation index average satisfaction 81.6% 81.1% 78.7% Sales index average satisfaction (shared owners) 79.1% 80.3% 75.7% Satisfied with alarm service 89.4% 100.0% 92.6% Satisfied with welfare advice 93.4% 94.1% 95.3% Satisfied with sales process 88.7% 87.2% 87.6% Satisfied with how defects handled 50.5% 58.5% 43.1% TOTAL RESPONSES (=BASE) 2884 2479 2188 Radian STAR Survey Results April 2017 to December 2017 All Residents Report Feb 2018 Page 7
Table 2 also shows a minor decline in satisfaction amongst tenants in sheltered housing with the alarm service (from a position of full satisfaction last year to 93% satisfaction this year), the service being used last year by one in every five tenants (21%). Satisfaction has also increased slightly with the welfare advice and support service, up 1 percentage point since last year amongst the 25% of residents (both shared owners and tenants) who received this service, as Table 2 shows. For shared owners, satisfaction with the sales process has held up since 2015/16 but satisfaction with how defects are handled has declined significantly since last year, down by 16 percentage points from 59% in 2015/16 to 43% in 2017/18, and we would suggest further work to understand the basis of this decline. Figure 2.3 below illustrates the changes in average resident satisfaction with key services provided by Radian between 2015/16 and 2017/18, using the satisfaction indices results shown at the foot of Table 2 above. These indices are derived from the individual performance indicators to represent a shorthand average satisfaction level for the key service areas (see Annex 1 for an explanation of how these indices are derived). Figure 2.3: Satisfaction indices compared - 2015/16 to 2017/18, all residents 2017/18 2016/17 2015/16 Landlord 86% 86% 85% Home 82% 84% 83% Overall 81% 83% 83% Perception 79% 82% 82% Consultation 79% 81% 82% Sales 76% 79% 80% Bases All residents: 2015/16 = 2884; 2016/17 = 2479; 2017/18 = 2188 Radian STAR Survey Results April 2017 to December 2017 All Residents Report Feb 2018 Page 8
Using these satisfaction indices, Figure 2.3 shows the improvement in resident satisfaction with the overall landlord service since 2015/16, although all other satisfaction indices show a slight decline compared to the previous two years, albeit the decreases are mostly within 2 or 3 points. The exception is the sales index (which applies to home owners only) decreasing by 4 points since 2016/17, mainly as a result of a marked decline in satisfaction with the defects process, as discussed above. 3 Comparisons with Radian s peer group Table 3 compares the current overall satisfaction with Radian as a landlord with the satisfaction scores for this key indicator amongst Radian s peer group associations, as provided by HouseMark s benchmarking data at December 2017. The HouseMark data cover surveys that may have been conducted at any time in the period from April 2015 to December 2017, but these results are the latest figures available. The peer group associations have been selected on the basis that their organisations provide both general needs and sheltered housing, that they carry out STAR surveys and submit the data to HouseMark for both tenants and owners and that they also manage more than 100 leaseholders or shared owners (in order to ensure that the survey results are reliable). Table 3 shows that Radian compares very well with this peer group on overall satisfaction with the landlord. For example: The Radian score for general needs and HfOP tenants for overall satisfaction with the landlord (90.7%) is almost within the top decile but does sit comfortably within both the top quartile and the top third fourth highest in the group of 29 peer associations The Radian score for leaseholder satisfaction with the overall landlord service (61.0%) is just outside the average score for the top third, albeit sixth in the list of the 22 associations reporting their leaseholder results The Radian score for shared owner satisfaction with the overall landlord service (75.7%) is the second highest in the peer group and within the top decile (and the top quartile) of the 20 associations reporting their shared owner results Taken together, these are very encouraging scores and indicate that Radian is amongst the top performers in its peer group, albeit less so for services to leaseholders. Radian STAR Survey Results April 2017 to December 2017 All Residents Report Feb 2018 Page 9
Table 3: Satisfaction with landlord service peer group comparisons Landlord Percentages satisfied with each service, based on total respondents; bases vary and percentages do not total 100 Year of survey Units managed General needs & HfOP Leasehold River Clyde Homes 2015/2016 8094 93.6% 62.7% Shared owners DCH Group 2016/2017 21,523 92.3% 62.3% Hafod HA 2015/2016 4028 90.8% 55.3% Radian 2016/2017 19672 90.7% 61.0% 75.7% Black Country HG 2016/2017 1,955 88.7% 65.0% Twin Valley Homes 2015/2016 8287 88.3% 65.4% 58.9% Grampian HA 2015/2016 4649 87.8% 63.9% 74.5% Fortis Living 2016/2017 15,526 87.6% 33.3% 55.6% Chevin HA 2015/2016 9761 87.4% 50.0% 53.2% Pennine Housing 2000 2015/2016 12238 87.0% 59.0% 42.0% Pennaf HG 2015/2016 4592 86.5% 59.2% 42.2% Joseph Rowntree HT 2016/2017 2,178 86.1% 80.2% Progress HG 2016/2017 6,253 86.1% 76.7% Housing Solutions 2016/2017 4,625 85.4% 65.1% 65.9% Yarlington HG 2015/2016 10121 84.9% 41.7% 42.9% Tower Hamlets CH 2015/2016 3097 84.0% 54.0% City West HT 2015/2016 15189 83.8% 56.5% Salix Homes 2016/2017 8,417 83.4% 60.4% Eastend Homes 2015/2016 3717 82.9% 60.7% Richmond HP 2015/2016 8709 82.8% 67.2% Together HA 2017/2018 37,181 82.4% 58.3% 57.5% Scottish Borders HA 2015/2016 5783 80.9% 45.5% Orbit Group 2015/2016 34177 78.6% 65.5% Catalyst Housing 2015/2016 16627 76.1% 52.1% Gateway HA 2016/2017 2,788 75.1% 45.0% 36.0% Peabody Group 2015/2016 26085 74.0% 40.0% 48.0% Southern HG 2016/2017 25,507 74.0% 44.7% Origin HG 2015/2016 4817 65.0% 47.6% 31.8% Phoenix CH 2015/2016 6218 41.8% 42.0% Peer group average scores Top quartile 90.3% 64.2% 74.6% Top third 89.4% 63.7% 71.9% Mean 82.3% 54.3% 56.5% Median 85.4% 57.4% 56.6% Lower third 73.1% 42.2% 41.1% Bottom quartile 69.2% 41.3% 39.0% Source: HouseMark STAR survey benchmark scores, general needs and HfOP tenants, leaseholders and shared owners, as at December 2017; no separate Total resident scores are available from HouseMark Radian STAR Survey Results April 2017 to December 2017 All Residents Report Feb 2018 Page 10
4 Analysis by tenure group 4.1 Tenants by tenure group Table 4.1 compares the 2017/18 survey results by the main tenant tenure groups, ranked in descending order by the total tenant scores for ease of interpretation. Table 4.1: Tenant satisfaction with key services by tenure group tenants only Percentages satisfied with each service / agreeing with each statement, based on total responses; % do not total 100 PERFORMANCE INDICATORS All Tenants General needs Tenure group HfOP Intermed rent Market rent % % % % % Radian has friendly and approachable staff 92.1% 90.5% 94.1% 95.0% 94.4% Overall quality of home 91.7% 89.8% 95.7% 95.0% 90.3% Overall landlord service 90.7% 89.2% 94.7% 92.3% 88.9% Condition of property 89.3% 86.9% 95.7% 91.6% 88.9% Radian is providing the service I expect 88.2% 86.8% 92.0% 90.6% 84.7% Radian treats you fairly 88.0% 85.9% 92.0% 91.3% 90.3% Rent as value for money 87.5% 87.3% 90.4% 86.6% 81.9% Your neighbourhood as place to live 86.6% 83.3% 94.7% 90.3% 86.1% Radian provides effective & efficient service 86.6% 84.9% 89.2% 91.3% 81.9% Would recommend Radian to friends/family 86.3% 84.2% 87.6% 92.0% 88.9% I trust Radian 86.0% 84.4% 89.5% 89.6% 79.2% Opportunities to make views known 82.0% 80.4% 87.3% 81.6% 84.7% Rate info from landlord as good 81.7% 80.3% 88.9% 78.6% 83.3% Repairs and maintenance service 80.6% 79.4% 85.4% 80.6% 76.4% Radian consults & involves residents 74.3% 72.9% 81.7% 72.9% 69.4% Listens to and acts on your views 69.5% 66.6% 75.9% 74.6% 65.3% Radian has a good reputation in my area 69.3% 69.7% 76.5% 60.5% 68.1% Service charges as value for money 68.4% 66.2% 81.1% 63.5% 66.7% Net Promoter Score 37 31 46 51 32 Landlord index 88.1% 86.9% 90.4% 90.6% 86.8% Home index 83.3% 81.8% 87.6% 84.8% 81.3% Overall index 82.3% 81.2% 85.0% 84.1% 80.6% Perception index 81.0% 80.2% 81.8% 83.2% 79.6% Consultation index 80.0% 78.9% 83.3% 81.0% 78.1% Satisfied with alarm service (HfOP only) 92.6% - 92.6% - - Satisfied with welfare advice (tenants) 95.8% 95.3% 95.8% 97.5% 100.0% TOTAL RESPONSES (=BASE) 1812 1118 323 299 72 Radian STAR Survey Results April 2017 to December 2017 All Residents Report Feb 2018 Page 11
Table 4.1 highlights the following: HfOP tenants tend to give the highest scores on most indicators, following the usual pattern found in previous Radian STAR surveys, but the scores are generally quite similar across all the tenant groups, albeit general needs tenants tend to give the lowest scores HfOP tenants give particularly high scores relative to the other tenure groups for how Radian deals with repairs and maintenance (85%), for satisfaction with service charges as value for money (81%) and for Radian consulting and involving tenants (82%) For general needs tenants, their highest scores focus on the friendliness of staff (91% of general needs tenants are satisfied with this), on the quality of the home (90%) and on the overall landlord service (89%) In common with intermediate and market rent tenants, general needs tenants score quite low on satisfaction with service charges as value for money and Radian s reputation, with relatively low scores across these three groups on key consultation elements, including Radian consulting and involving residents and listening to and acting on residents views Intermediate rent tenants tend to have higher scores than general needs and market rent tenants but not as high as HfOP tenants, being particularly satisfied with the friendliness of staff (95%), with the quality of their home (95%) and with the overall Radian landlord service (92%) Market rent tenants have scores on a par in most cases with general needs tenants, being particularly satisfied with the friendliness of staff (94%), with the quality of the home (90%) and with the overall Radian landlord service (89%). Table 4.1 also shows that, for the 21% of HfOP tenants who used the alarm service in the last year, 93% expressed themselves satisfied with the service. On welfare advice, Table 4.1 also shows that, for the 27% of tenants using the Radian welfare and advice service in the last year, the vast majority (96%) were satisfied with the service, with all market rent tenants satisfied. This is a service that continues to perform well for customers. Figure 4.1 below illustrates the comparisons in tenant satisfaction indices for the different tenant groups in the period 2017/18, using the results shown in Table 4.1 above. This confirms the picture from Table 4.1, with HfOP and intermediate rent tenants the most satisfied on average with each of the main service provided by Radian, and general needs and market rent tenants the least satisfied in general. The differences in satisfaction with the Radian service between the different tenant groups are illustrated best by the net promoter scores, which are 51 for intermediate rent tenants, 46 for HfOP tenants, 32 for market rent tenants and 31 for general needs tenants. Radian STAR Survey Results April 2017 to December 2017 All Residents Report Feb 2018 Page 12
Figure 4.1: Tenant satisfaction indices compared by tenure group Market rent Inter HfOP Gen needs Landlord index 87% 87% 91% 90% 81% Home index 85% 88% 82% 81% Overall index 81% 84% 85% Perception index 80% 80% 83% 82% Consultation index 78% 81% 83% 79% Bases Tenants; General needs = 1118; HfOP = 323; Intermediate = 299; Market rent = 72 4.2 Home owners by tenure group Table 4.2 compares the 2017/18 survey results by the two types of home owners leaseholders and shared owners ranked in order by the total owner scores for ease of interpretation Table 4.2 highlights the following: There is a clear pattern evident from these detailed results, namely, that leaseholders are significantly less satisfied with the services they receive than shared owners and give lower scores on all but three of the main indicators - satisfaction with service charges as value for money, with the repairs and maintenance service and with information from the landlord Radian STAR Survey Results April 2017 to December 2017 All Residents Report Feb 2018 Page 13
Table 4.2: Home owner satisfaction with key services by type of owner % satisfied with each service / agreeing with each statement, based on total responses; % do not total 100 PERFORMANCE INDICATORS ALL OWNERS Owners by tenure group Leaseholders Shared owners % % % Radian has friendly and approachable staff 83.0% 79.9% 85.1% Overall quality of home 82.4% 72.1% 89.6% Your neighbourhood as place to live 80.3% 72.7% 85.6% Condition of property 78.7% 64.9% 88.3% Rent as value for money 74.2% - 73.9% Rate info from landlord as good 72.6% 74.7% 71.2% Radian treats you fairly 70.5% 66.9% 73.0% Overall landlord service 69.7% 61.0% 75.7% Opportunities to make views known 69.4% 66.9% 71.2% I trust Radian 68.4% 62.3% 72.5% Radian provides effective & efficient service 66.5% 56.5% 73.4% Would recommend Radian to friends/family 66.5% 55.2% 74.3% Radian consults & involves residents 62.2% 59.7% 64.0% Radian is providing the service I expect 58.0% 46.8% 65.8% Service charges as value for money 47.9% 49.4% 46.8% Listens to and acts on your views 47.6% 44.8% 49.5% Radian has a good reputation in my area 47.6% 35.1% 56.3% Repairs and maintenance service 37.0% 39.6% 35.1% Net Promoter Score -16-36 -3 Sales index 75.7% 86.7% 75.6% Landlord index 75.5% 70.7% 78.7% Home index 74.0% 71.8% 75.5% Overall index 73.3% 70.7% 75.0% Perception index 72.3% 69.5% 74.3% Consultation index 72.3% 70.8% 73.3% TOTAL RESPONSES (=BASE) 376 154 222 Satisfied with sales process (shared) 87.6% - 87.4% Satisfied with how defects handled (shared) 43.1% - 42.8% Radian STAR Survey Results April 2017 to December 2017 All Residents Report Feb 2018 Page 14
Table 4.2 also shows that, on all other indicators, leaseholders score lower, and in some cases, markedly lower than shared owners, particularly on indicators relating to perceptions of Radian. For example: 57% of leaseholders feel that Radian provides an effective and efficient service, compared to 73% of shared owners, a 16 percentage point gap 55% of leaseholders would recommend Radian to friends and family, compared to 74% of shared owners, a 19 percentage point gap 47% of leaseholders feel that Radian is providing the service they expect, compared to 66% of shared owners, a 19 percentage point gap 35% of leaseholders feel that Radian has a good reputation in their area, compared to 56% of shared owners, a 21 percentage point gap These differences in satisfaction with the Radian service between leaseholders and shared owners are illustrated best by the net promoter scores shown in Table 4.2, which are minus 36 for leaseholders, compared to minus 3 for shared owners. In respect of the satisfaction indices, Table 4.2 shows the extent of differences between the two groups on these, with shared owners having higher average scores on all indices by between 2 and 8 percentage points - except the sales index (which is mainly of relevance to shared owners). 4.3 All residents Table 4.3 summarises the survey results for all Radian residents by tenure group for 2017/18, ranked in descending order by the total Radian scores for ease of interpretation. Tenants are generally considerably more satisfied than home owners with the services provided by Radian, a trend that has persisted across all resident satisfaction surveys conducted by Radian over the years indeed, this is a universal trend across the whole social housing sector as well For example, 90.7% of tenants are satisfied with the overall landlord service, compared to 69.7% of home owners, a gap of 21 percentage points Home owners score quite well on aspects of their home, such as its overall quality and condition, and on the neighbourhood as a place to live, reflecting in part the investment they have made in purchasing their property Radian STAR Survey Results April 2017 to December 2017 All Residents Report Feb 2018 Page 15
Table 4.3: Satisfaction with key services by tenure Percentages satisfied with each service / agreeing with each statement, based on total responses; % do not total 100 PERFORMANCE INDICATORS All Tenants Owners residents % % % Radian has friendly and approachable staff 90.5% 92.1% 83.0% Overall quality of home 90.1% 91.7% 82.4% Condition of property 87.5% 89.3% 78.7% Overall landlord service 87.1% 90.7% 69.7% Rent as value for money 86.1% 87.5% 74.2% Your neighbourhood as place to live 85.5% 86.6% 80.3% Radian treats you fairly 85.0% 88.0% 70.5% Radian provides effective & efficient service 83.1% 86.6% 66.5% Radian is providing the service I expect 83.0% 88.2% 58.0% I trust Radian 83.0% 86.0% 68.4% Would recommend Radian to friends/family 82.9% 86.3% 66.6% Rate info from landlord as good 80.1% 81.7% 72.6% Opportunities to make views known 79.8% 82.0% 69.4% Repairs and maintenance service 73.1% 80.6% 37.0% Radian consults & involves residents 72.3% 74.3% 62.2% Listens to and acts on your views 65.8% 69.5% 47.6% Radian has a good reputation in my area 65.6% 69.3% 47.6% Service charges as value for money 64.9% 68.4% 47.9% Net Promoter Score 28 37-16 Landlord index 85.9% 88.1% 75.5% Home index 81.7% 83.3% 74.0% Overall index 80.8% 82.3% 73.3% Perception index 79.5% 81.0% 72.3% Consultation index 78.7% 80.0% 72.3% Sales index (shared owners only) 75.7% - 75.7% TOTAL RESPONSES (=BASE) 2188 1812 376 Radian STAR Survey Results April 2017 to December 2017 All Residents Report Feb 2018 Page 16
Table 4.3 also highlights that home owners score significantly lower than tenants on the main services that Radian provides, however, including: 58% of home owners agree that Radian is providing the service they expect, compared to 88% of tenants, a 30 percentage point gap 48% of home owners are satisfied that their service charges are value for money, compared to 68% of tenants, a 20 percentage point gap Only just over a third of home owners (37%) are satisfied with how Radian deals with repairs and maintenance, compared to 80% of tenants, a 43 percentage point gap Similar differences in satisfaction are evident in the main consultation indicators, in particular for example, 48% of home owners are satisfied that Radian listens to their views and acts on them, compared to 70% of tenants, a 22 percentage point gap. Figure 4.3 below illustrates the tenure comparisons in resident satisfaction indices in 2017/18, using the results shown in Table 4.3 above. The Figure emphasises that home owners are markedly less satisfied on average than tenants with all the key elements of the Radian service, by between seven and nine points across all the indices. For example, the landlord index score for tenants is 88%, compared to only 75% for home owners; and the overall index for tenants scores 82%, compared to 73% for home owners. The marked differences in satisfaction with the Radian service between home owners and tenants is illustrated best by the net promoter scores, which are 37 for tenants and minus 16 for home owners, a 53 point gap. Figure 4.3: Satisfaction indices compared by tenure group Owners Tenants All residents Landlord 75% 88% 86% Home 74% 83% 82% Overall Perception 73% 72% 82% 81% 81% 79% Consultation Sales 72% 80% 79% 76% 76% Bases: Tenants = 1812; Home owners = 376; All residents = 2188 Radian STAR Survey Results April 2017 to December 2017 All Residents Report Feb 2018 Page 17
5 Analysis by area Table 5 summarises the survey results by area. The scores are ranked by the All residents scores, in descending order, for ease of interpretation. Table 5: Satisfaction with key services by area all residents Percentages satisfied with each service, based on total respondents; bases vary and percentages do not total 100 PERFORMANCE INDICATORS ALL RES Area Avon Lwood Rother Solent Thames % % % % % % Radian has friendly and approachable staff 90.5% 93.9% 85.7% 91.5% 90.6% 87.8% Overall quality of home 90.1% 95.8% 89.0% 91.3% 90.0% 85.3% Condition of property 87.5% 91.9% 87.9% 88.9% 88.3% 81.6% Overall landlord service 87.1% 93.9% 94.5% 88.2% 86.1% 81.2% Rent as value for money 86.1% 88.7% 89.0% 88.0% 84.7% 82.8% Your neighbourhood as place to live 85.5% 88.4% 84.6% 86.4% 85.4% 82.8% Radian treats you fairly 85.0% 89.4% 86.8% 86.6% 84.3% 81.0% Radian provides effective & efficient service 83.1% 89.0% 90.1% 85.4% 82.0% 76.8% Radian is providing the service I expect 83.0% 88.1% 86.8% 84.9% 80.7% 80.1% I trust Radian 83.0% 86.5% 83.5% 87.1% 81.4% 77.6% Would recommend Radian to friends/family 82.9% 88.1% 86.8% 84.1% 83.8% 75.8% Rate info from landlord as good 80.1% 82.3% 86.8% 79.2% 79.1% 80.1% Opportunities to make views known 79.8% 85.5% 81.3% 83.3% 77.6% 74.7% Repairs and maintenance service 73.1% 76.1% 81.3% 77.3% 69.8% 68.9% Radian consults & involves residents 72.3% 77.1% 80.2% 74.3% 70.6% 67.5% Listens to and acts on your views 65.8% 71.6% 70.3% 70.2% 62.2% 60.7% Radian has a good reputation in my area 65.6% 68.7% 78.0% 69.7% 63.2% 59.4% Service charges as value for money 64.9% 66.5% 81.3% 69.9% 61.6% 59.2% Net Promoter Score 28 41 40 36 27 8 Landlord index 85.9% 89.5% 87.1% 87.1% 86.1% 81.7% Home index 81.7% 83.8% 82.9% 83.4% 81.2% 78.6% Overall index 80.8% 83.4% 81.9% 82.0% 80.4% 77.7% Perception index 79.5% 82.1% 80.7% 80.2% 79.4% 76.7% Consultation index 78.7% 81.9% 79.8% 80.1% 77.8% 75.9% Sales index (shared owners only) 75.7% 77.0% - 75.7% 75.2% 76.1% Satisfied with alarm service (HfOP only) 92.6% - - 91.4% 75.0% 100.0% Satisfied with welfare advice (tenants) 95.3% 96.1% 87.5% 94.9% 97.7% 94.7% Satisfied with sales process (shared) 87.6% 87.0% - 88.7% 87.0% 88.9% Satisfied with defects handling (shared) 43.1% 43.5% - 39.6% 44.4% 44.4% TOTAL RESPONSES (=BASE) 2188 310 91 611 693 483 Radian STAR Survey Results April 2017 to December 2017 All Residents Report Feb 2018 Page 18
Table 5 highlights that there is a clear pattern evident in the results by area, with Longwood and Avon residents generally scoring the highest on the main indicators and Thames residents scoring the lowest, with the Rother and Solent scores in the middle, albeit the Rother scores are higher than the Solent scores on every indicator. These differences are best summarised by the net promoter scores (NPS) that are also shown in Table 5. The Avon and Longwood net promoter scores are the highest and very similar (41 and 40 respectively), with the Rother NPS at 36 and the Solent NPS at 27. The Thames net promoter score is only 8, however, giving emphasis to the gap in satisfaction with the customer experience amongst Thames residents compared to residents in other areas of Radian s operations. In respect of differences in satisfaction between residents in the different areas, Table 5 shows that there are some noticeable highs and lows. For example: 81% of Longwood residents are satisfied with service charges as value for money, a significantly higher score than the other four areas 95% of residents in Longwood are satisfied with the overall landlord service, as are 94% of Avon residents, compared to only 81% of Thames residents 94% of Avon residents and 92% of Rother residents are satisfied with the friendliness and approachability of Radian, compared to 86% of Longwood residents, the one indicator on which Longwood scores the lowest 81% of Longwood resident are satisfied with how Radian deals with repairs and maintenance, compared to 70% of Solent residents and 69% of Thames residents. Table 5 also shows that 93% of HfOP tenants who used the alarm service in the last year are satisfied with the service, although satisfaction amongst Solent HfOP tenants dropped to 75% - only 8 Solent HfOP residents used the alarm service last year, however, and allowance should be made for sampling error resulting for this small sample. Table 5 shows that the majority of residents (95%) are satisfied with the welfare service, although Longwood residents are the least satisfied (88%). Table 5 also shows that shared owners in Thames are marginally the most satisfied with the sales process (89% satisfaction, compared to 87% in Avon), but there are only minor differences by area in satisfaction with the defects process. Radian STAR Survey Results April 2017 to December 2017 All Residents Report Feb 2018 Page 19
6 Analysis by key diversity characteristics 6.1 Analysis by age and ethnic group Table 6.1 summarises the survey results for all residents by the age of head of household and by ethnic group. The scores are ranked by the 60+ age group, in descending order, for ease of interpretation. Table 6.1: Satisfaction with key services by age of head of h/h and ethnic group Percentages satisfied with each service, based on total respondents; bases vary and percentages do not total 100 PERFORMANCE INDICATORS Age of head of household Ethnic group Under 35 to 59 60 + ME White 35 British % % % % % Overall quality of home 85.3% 88.2% 94.7% 87.7% 91.2% Condition of property 84.7% 83.6% 93.1% 84.0% 88.5% Radian has friendly and approachable staff 87.4% 90.2% 92.6% 91.4% 90.9% Overall landlord service 83.8% 84.5% 92.1% 89.0% 88.3% Your neighbourhood as place to live 84.1% 82.8% 89.2% 85.3% 85.9% Rent as value for money 85.9% 83.3% 89.1% 82.2% 86.0% Radian treats you fairly 84.4% 82.9% 88.6% 82.8% 85.7% Radian is providing the service I expect 82.0% 81.1% 87.1% 79.8% 84.9% I trust Radian 81.4% 80.3% 86.9% 82.8% 83.9% Radian provides effective & efficient service 81.4% 81.8% 86.5% 82.8% 84.3% Rate info from landlord as good 77.2% 75.9% 85.8% 80.4% 80.8% Would recommend Radian to friends/family 83.2% 81.4% 85.3% 81.6% 83.5% Opportunities to make views known 79.6% 76.0% 84.5% 76.7% 81.4% Repairs and maintenance service 63.4% 70.1% 81.1% 66.9% 75.8% Radian consults & involves residents 69.1% 69.7% 77.1% 68.7% 74.5% Service charges as value for money 63.1% 58.8% 72.3% 61.3% 65.1% Listens to and acts on your views 62.8% 62.8% 71.1% 59.5% 67.5% Radian has a good reputation in my area 65.2% 62.3% 70.7% 62.6% 67.3% Net Promoter Score 17 25 38 25 30 Landlord index 83.3% 84.4% 89.0% 85.0% 86.6% Home index 78.3% 79.7% 85.3% 78.9% 82.2% Overall index 78.4% 79.4% 83.5% 78.8% 81.3% Consultation index 76.6% 77.0% 81.5% 77.0% 79.2% Perception index 78.0% 78.9% 81.1% 77.7% 80.0% Sales index (shared owners only) 75.9% 75.8% 76.2% 82.5% 76.2% Satisfied with alarm service (HfOP only) - 100.0% 92.3% 100.0% 92.6% Satisfied with welfare advice 98.5% 92.7% 96.8% 94.0% 95.2% Satisfied with sales process (shared) 95.7% 90.5% 68.9% 95.0% 85.7% Satisfied with defects handling (shared) 39.1% 44.8% 48.9% 70.0% 42.1% TOTAL RESPONSES (=BASE) 333 917 901 163 1598 Radian STAR Survey Results April 2017 to December 2017 All Residents Report Feb 2018 Page 20
Table 6.1 highlights the following: In respect of age, and in line with previous Radian STATUS / STAR surveys, the oldest age group (those aged 60 or over) give higher scores on every indicator, reflecting their different expectations of the service and a seemingly more loyal attachment to Radian as a landlord than younger tenants The differences in scores between the other two age groups are much more mixed and no clear pattern emerges of either younger age group giving higher or lower scores consistently than the other group, indicating that age is not a significant determinant of satisfaction amongst those aged under 60 years The net promoter scores (NPS) give some indication of the views of the different age groups, with the under 35s having the lowest score at 17, compared to a score of 25 for those aged 35 to 59 and a score of 38 for those aged 60 and over In respect of ethnic group, there are generally only relatively minor differences in scores between White and minority ethnic households across most indicators, although minority ethnic residents tend to give lower scores than White British residents For the most part, these differences in scores between minority ethnic and White British residents would not be considered meaningful, but there are some interesting exceptions for example: 67% of minority ethnic residents are satisfied with the repairs and maintenance service, compared to 76% of White British residents a 9 percentage point gap 61% of minority ethnic residents are satisfied with their service charges as value for money, compared to 65% of White British residents a 4 percentage point gap The net promoter scores illustrate that the views of minority ethnic and White British residents are quite close about the Radian services they receive, with the minority ethnic net promoter score at 25, compared to 30 for White British residents On balance, Table 6.1 shows that there appear to be no issues of discrimination in service delivery on the basis of belonging to a minority ethnic group. Radian STAR Survey Results April 2017 to December 2017 All Residents Report Feb 2018 Page 21
6.2 Analysis by disability, arrears and housing benefit status Table 6.2 summarises the survey results by the disability status of the household, by whether the household is in arrears and by whether the household receives housing benefit (either partial or full). The scores are ranked by disability status, for ease of interpretation. Table 6.2: Satisfaction with key services by disability, arrears and HB status Percentages satisfied with each service, based on total respondents; bases vary and percentages do not total 100 KEY PERFORMANCE INDICATORS Disabled h/h member Arrears status Receiving HB Yes No Yes No Yes No % % % % % % Radian has friendly and approachable staff 90.8% 90.4% 95.9% 90.3% 92.8% 88.9% Overall quality of home 90.6% 90.0% 90.5% 90.1% 92.1% 88.8% Overall landlord service 90.6% 86.0% 93.2% 86.8% 91.2% 84.2% Condition of property 89.6% 86.9% 86.5% 87.5% 90.1% 85.7% Radian treats you fairly 87.2% 84.4% 91.9% 84.8% 88.9% 82.3% Your neighbourhood as place to live 87.0% 85.1% 85.1% 85.5% 86.5% 84.8% Radian is providing the service I expect 86.6% 82.0% 90.5% 82.8% 88.8% 79.0% Rent as value for money 86.4% 85.9% 79.5% 86.3% 88.4% 84.2% Radian provides effective & efficient service 84.5% 82.7% 86.5% 83.0% 87.6% 80.0% I trust Radian 84.3% 82.6% 79.7% 83.1% 87.3% 80.0% Repairs and maintenance service 82.9% 70.2% 77.0% 72.9% 82.8% 66.4% Would recommend Radian to friends/family 82.5% 83.0% 89.2% 82.6% 86.1% 80.6% Rate info from landlord as good 79.4% 80.3% 81.1% 80.1% 82.7% 78.3% Opportunities to make views known 79.0% 80.1% 81.1% 79.8% 82.7% 77.9% Radian consults & involves residents 73.9% 71.8% 71.6% 72.3% 77.3% 68.8% Radian has a good reputation in my area 68.8% 64.6% 66.2% 65.6% 72.5% 60.8% Listens to and acts on your views 68.4% 65.0% 73.0% 65.5% 72.3% 61.3% Service charges as value for money 65.8% 64.6% 58.1% 65.1% 71.1% 60.6% Net Promoter Score 30 27 32 28 40 19 Landlord index 86.9% 85.7% 87.8% 85.9% 88.9% 83.9% Home index 83.3% 81.2% 80.4% 81.7% 83.9% 80.1% Overall index 81.7% 80.5% 80.8% 80.8% 83.0% 79.2% Perception index 80.2% 79.3% 80.3% 79.4% 81.5% 78.1% Consultation index 78.9% 78.6% 79.1% 78.7% 80.9% 77.1% Sales index (shared owners only) 75.0% 75.8% 60.0% 75.8% 66.0% 76.0% Satisfied with alarm service (HfOP only) 91.4% 93.9% - 92.6% 97.7% 84.0% Satisfied with welfare advice (tenants) 94.9% 95.4% 97.0% 95.2% 97.3% 91.2% Satisfied with sales process (shared) 50.0% 88.6% - 87.9% 60.0% 88.2% Satisfied with defects handling (shared) 33.3% 43.4% - 43.3% 20.0% 43.6% TOTAL RESPONSES (=BASE) 524 1955 396 2074 914 1565 Radian STAR Survey Results April 2017 to December 2017 All Residents Report Feb 2018 Page 22
Table 6.2 highlights the following: On disability status, the scores given by households with one or more disabled household member are consistently, albeit marginally, higher on all the main indicators than those given by households with no disabled members, and the net promoter scores are 30 and 27 respectively, illustrating this gap in satisfaction We would suggest that much of the differences in satisfaction between the two groups is as much a function of age as of disability status, with the older residents more likely to contain one or more disabled household members, and, as Table 6.1 illustrated, loyalty and attachment to Radian tends to generate higher satisfaction levels amongst the more elderly In respect of arrears, the Table shows household in arrears (those owing 600 or more to Radian) and those not owing anything at the time of the survey There is a general pattern visible from these arrears status comparisons that, perhaps against expectations, those in arrears are slightly more satisfied than those not in arrears with most aspects of the Radian service, as illustrated by the net promoter scores a score of 32 for those in arrears, compared to a score of 28 for those not in arrears The main exception to this pattern is satisfaction with service charges as value for money, where those in arrears score 58% compared to 65% for those not in arrears, a 7 percentage point gap Otherwise, it is interesting to note that those in arrears are more satisfied on a number of key indicators than those not in arrears, such as satisfaction with the overall landlord service (93% compared to 87%), recommending Radian to family and friends (89% compared to 83%) and agreement that Radian is providing the service expected (91% compared to 83%) In respect of housing benefit receipt, household receiving full or partial housing benefit have higher scores on every main indicator than households who receive no benefit, illustrated by the net promoter scores those in receipt of benefit have a score of 40, compared to a score of 19 for those not receiving benefit Satisfaction with service charges is a key difference, for example, between those on benefit and those not on benefit, with 71% of the former group satisfied compared to 61% of those not on benefit; another key difference between the groups is satisfaction with the repairs and maintenance service, with 83% of those on benefit satisfied with the service, compared to only 66% of those not on benefit, a 17 percentage point gap. Radian STAR Survey Results April 2017 to December 2017 All Residents Report Feb 2018 Page 23
7 Welfare advice and support We asked tenants and shared owners whether they had received advice and support from Radian on housing benefit or other welfare benefits in the past 12 months. A quarter of residents (25%) received welfare advice and support in the period between 1 April 2017 and 31 March 2018. Almost two residents in every five in receipt of housing benefit (38%) and almost half of those in rent arrears (45%) received welfare advice and support in this period. Figure 7.1 shows the percentage of residents receiving welfare advice and support by area, and the percentage of these who were satisfied with that service, and Figure 7.2 shows the same results by tenure group. Figure 7.1: Receipt of welfare advice and support by area tenants & shared owners Received welfare advice and support Satisfied with welfare advice received 96% 96% 88% 96% 98% 95% 27% 29% 35% 29% 23% 29% All areas Avon Longwood Rother Solent Thames Bases 2017/18: Avon = 309; Longwood = 91; Rother = 576; Solent = 649; Thames = 412; Total = 2037 Figure 7.1 shows that more than a third of the residents in Longwood (35%) received welfare advice in the last year, with 88% of them satisfied with the service the least satisfied of all areas. Solent residents score highest on satisfaction with the service (98% satisfaction), a service used by almost a quarter of Solent residents (23%) last year. Figure 7.2 below shows that the market rent tenants were fully satisfied with the welfare and advice service, albeit only one in ten (10%) had used the service in the last year. HfOP tenants are the most frequent users of the service (29%). We have excluded shared owners from Figure 2 on the basis that only 5% of shared owners used the service last year and this sample size is too small for meaningful detailed analysis. Radian STAR Survey Results April 2017 to December 2017 All Residents Report Feb 2018 Page 24
Figure 7.2: Satisfaction with welfare service by tenure tenants only Received welfare advice and support Satisfied with welfare advice received 96% 95% 96% 98% 100% 27% 28% 29% 27% 10% All areas General needs HfOP Intermed rent Market rent Bases 2017/18: General needs = 1118; HfOP = 323; Intermediate = 299; Market rent = 72 8 Alarm service for tenants in housing for older people We asked HfOP tenants only whether they had used the alarm service in the last year, and Figure 8 shows the results. While one in five HfOP tenants (21%) had used their alarm in the last year, 93% expressed themselves satisfied with the service. We would recommend caution in interpreting the Solent result in view of the small sample size. Figure 8: Use of alarm service and satisfaction by area HfOP tenants only All tenants Rother Solent Thames 93% 91% 100% 75% 21% 22% 15% 23% Used the alarm service in last year Satisfied with alarm service Bases 2017/18: Rother = 161; Solent = 54; Thames = 107; All HfOP tenants = 323 Radian STAR Survey Results April 2017 to December 2017 All Residents Report Feb 2018 Page 25
9 Satisfaction indices analysis by key attributes Table 9 shows the aggregated satisfaction index scores for all residents by a range of key attributes. These cover the main elements of the services provided by Radian, and are derived from the satisfaction scores for each individual service to provide an average single aggregated satisfaction figure, in order to more clearly identify how each service area is performing - see Annex 1 for an explanation of how these are derived. Table 9 provides a clear summary of resident satisfaction with the main Radian services and highlights the following: Amongst tenants, HfOP tenants have the highest average scores on the overall index (85%), the home index (88%) and the consult index (83%), while intermediate rent tenants have the highest average scores on both the landlord index (91%) and the perception index (83%) Amongst home owners, shared owners have higher average scores than leaseholders on all the main indices, outscoring the latter group by between 2 and 8 points; while leaseholders have the higher sales index score, caution is needed when interpreting this, owing to the small leaseholder sample size Residents in Avon have the highest average scores on all the main indices, followed closely by Rother and Longwood, while Thames residents consistently score the lowest on all the indices by between 5 and 8 points lower than the average Avon scores with the exception of the sales index score, which closely matches the scores in other areas Residents living in houses give higher scores than resident in flats on all the main indices, with the exception of the sales index scores, which are the same for both groups Residents aged 60 and over give the highest scores compared to the other two age groups on all the main indices, and the under 35 age group score the lowest on all indices the exception is the sales index, where the scores are the same for all groups While White British households score higher than those from an ethnic minority on all the main indices, except for the sales index, the scores are within 2 to 3 points, indicating both that ethnic origin is not a determinant of satisfaction with landlord services and that there is no apparent bias on the part of Radian in how those services are delivered to different ethnic groups Households containing at least one disabled or long term ill household member give higher scores on every index than households with only able-bodied household members, except for the sales index, and again the scores are within 1 to 2 points On arrears status, the scores for those in arrears and those with no arrears are very similar Residents in receipt of housing benefit have higher average satisfaction scores on all the main indices than those receiving no benefit, except for the sales index. Radian STAR Survey Results April 2017 to December 2017 All Residents Report Feb 2018 Page 26