Appendix A TPAS Report Final - London Borough of Hounslow

LB Hounslow Consultation Feedback Report – February 2011

TPAS Consultancy, 5th Floor, Trafford House, Chester Road, Manchester, M32 0RS 1

TPAS Consultation Feedback Report

London Borough of Hounslow

Tenant and Leaseholder Opinion on the Future Management and Maintenance of

the Housing Stock

February 2011

TPAS Consultancy 5th Floor

Trafford House Chester Road Manchester M32 0RS

0161 868 3523 [email protected] www.tpas.org.uk



Section Page

Executive summary

3

1

Introduction

5

2

Testing opinion

7

3

Feedback

10

4

Key issues

14

5

Key messages

21

6

Conclusion

23

7

Appendix A

24

8

Thank you

40

Contents



The planning and development of the consultation process including relevant documentation to use for the promotion and collection of tenant and leaseholder feedback was undertaken in December 2010 and January 2011. The mail out of the ‘test of opinion’ questionnaire to homes owned by Hounslow Council (tenants and leaseholders) commenced at the start of January 2011 and was co-ordinated by the Housing Options Appraisal Co-ordinator on behalf of the Council. Questionnaires were sent out to 15,400 households and a response rate of 15.6% was achieved by the extended closing date of 3 February 2011, which was given to allow tenants and leaseholders additional time to respond. It should be noted that questionnaires were sent to households and not individual joint tenants, or those residing in homes managed by letting agents or other housing providers. A programme of drop in surgeries were arranged at ten locations across the Borough and resulted in attendance of 150 persons in total. The independent advice helpline administered by TPAS and the Housing Options Appraisal Co-ordinator received a total of 150 calls. The test of opinion results have been collated and analysed by TPAS as detailed in Appendix A. The results clearly show overall that 65.5% of tenants and leaseholders who responded have expressed a preference to remain with Hounslow Homes. The results are significant and have been independently validated by the TPAS Consultancy Manager and Housing Options Appraisal Co-ordinator. It should be noted that as part of the Housing Options Appraisal evaluation process the ‘test of opinion’ questionnaire results forms only part of the decision by Hounslow Council’s Executive on the future management and maintenance of the stock. The overall results from the consultation process have been presented to the Hounslow Federation of Tenants and Residents Associations (HFTRA) on 1 February 2011.

Executive summary



Summary of key consultation results: 65.5% of those tenants responding expressed a preference to remain with Hounslow Homes.

Preference for the future management and maintenance of the stock excluding the spoiled questionnaires:

Hounslow Council

20.9%

Hounslow Homes

65.5%

“Did not know”

13.6%

NB There were 117 spoiled questionnaires which were incorrectly completed.

Satisfaction with Hounslow Homes that it has delivered a good service is 80.2%.

Satisfaction with Hounslow Homes that it has delivered a good service excluding the spoiled questionnaires:

Satisfied with Hounslow Homes

80.2%

Not satisfied with Hounslow Homes

14.7%

“Did not know”

5.1%

NB. There were 69 spoiled questionnaires which were incorrectly completed.



1 The Tenant Participation Advisory Service (TPAS) the county’s leading independent tenant participation organisation was engaged by the London Borough of Hounslow (Hounslow Council) in December 2010. The purpose of the appointment was to carry out an independent consultation exercise including a ‘test of opinion’ questionnaire on the options for the future management and maintenance of the housing stock, owned by Hounslow Council that has been undertaken by Hounslow Homes since 2002 under a Management Agreement. The role of the Independent Tenant Advisor (ITA), for TPAS was led by Oonah Lacey TPAS Consultancy Manager and supported by TPAS staff and associates. The role of the ITA was to ensure that tenants and leaseholders could express an opinion on the future management and maintenance of the housing stock. The two options under consideration were to:

• Keep Hounslow Homes the Arms Length Management Organisation (ALMO) in place; or

• Bring the management and maintenance of the housing stock back into the Council.

In addition, the opportunity was taken to seek the views of both tenants and leaseholders as to whether they were satisfied that Hounslow Homes through Hounslow Council has delivered a good service to them. The consultation process was jointly managed and undertaken by TPAS and Hounslow Council. TPAS would like to acknowledge and thank Alison Simmons Assistant Director of Housing Strategy and Services and Simon Eversley Housing Options Appraisal Co-ordinator for their excellent support and participation to ensure that an

Introduction



effective, fair and transparent consultation process was carried out within such a short timescale. Hounslow Homes has also provided support at meetings and assisted with the consultation process to ensure that tenants and leaseholders were given an opportunity to attend the drop in surgeries targeted across the Borough. The meetings were located on the basis of Hounslow Homes staff members’ local knowledge and understanding of the customer base. The support of Councillor Cadbury, Deputy Leader of the Council and Lead Member for Housing was welcomed and provided further assistance to the consultation team and those attending the drop in surgeries. The Hounslow Federation of Tenants and Residents Associations (HFTRA) have been kept appraised of the Housing Options Appraisal process through the Chair Julie Brooker. TPAS acknowledges that the consultation process has been challenging. However they recognise that tenant representatives from HFTRA on the Housing Options Appraisal Working Party have played a key role in partnership with Hounslow Council and TPAS to ensure that a comprehensive consultation exercise was delivered to tenants and leaseholders.



2 TPAS together with Hounslow Council considered a range of different activities to ensure that all tenants and leaseholders were able to express their opinion as to the future management and maintenance of their home. The consultation activities included:

• A ‘test of opinion’ questionnaire sent to all households;

• Five community based drop in surgeries held at different locations, times and dates;

• Five sheltered accommodation drop in surgeries at different locations, times and dates;

• Attendance at the Sheltered Housing and Linkline Forum;

• A telephone survey of 1500 stratified hard to reach tenants and leaseholders;

• Web site access to consultation information and the ‘test of opinion’ questionnaire on the Hounslow Homes and Hounslow Council websites;

• A helpline for access to independent advice and support in conjunction with Hounslow Council;

• Estate walkabouts to meet residents and visits to properties (contact with 28 residents made).

TPAS has adopted a flexible approach to the development and delivery of the consultation process to meet the requirements of the Council and to ensure inclusion of all tenants and leaseholders, including those deemed as ‘hard to reach’. The contract delivery methodology and

Testing opinion from a range of activities and

methodology



requirements have been tailored to meet the requirements of Hounslow Council. The key activities undertaken by TPAS have been:

• To attend and support tenants’ interests at the Housing Options Appraisal Working Party-comprising four members of HFTRA, senior Council Officers and the Deputy Leader of the Council and Lead Member for Housing-Councillor Cadbury;

• Attendance at ten drop in surgeries, including five surgeries at sheltered schemes to ensure there were opportunities for elderly residents to meet the consultation team and clarify any concerns they may have regarding the process;

• To develop and agree a Communication Strategy with Hounslow Council identifying methods of communication including roles and responsibilities for carrying out the actions;

• To provide input for the development of the’ test of opinion’ questionnaire and supporting documentation with provision of benchmarking information to assist in meeting the needs of this specific exercise. The final version of the ‘test of opinion’ questionnaire was developed by the Council and approved by the Housing Options Appraisal Working Party;

• To define the style and format of consultation events and information to be provided at drop in surgeries;

• To provide input to other aspects of the Housing Options Appraisal such as the financial appraisal;

• The provision of a desk top review report using the financial options appraisal carried out by Consult CIH to highlight issues that needed further clarification;

• To ensure continuous reporting and feedback to the Housing Options Appraisal Co-ordinator on the consultation outcomes and issues raised;

• To agree the use of publicity materials including posters advertising the drop in surgeries as well as information relating to the consultation process and ‘test of opinion’ questionnaire plus the information that was provided on



the Hounslow Homes and Hounslow Council’s websites. Hounslow Homes co-ordinated the distribution of posters to offices, community centres and sheltered schemes;

• To liaise with HFTRA throughout the process ensuring that all documentation relating to the consultation process was agreed by them;

• To agree with Hounslow Council an incentive to tenants and leaseholders who return a completed questionnaire. Hounslow Council agreed to offer shopping vouchers up to the value of £250. Details of the selected winners will be reported in the consultation feedback newsletter to all tenants and leaseholders (see below);

• In conjunction with the Housing Options Appraisal Co-ordinator TPAS will develop a newsletter to feedback to Tenants and leaseholders the results and key findings from the consultation process;

• The completion of this consultation feedback report that was approved by HFTRA and the Council.

The test of opinion and consultation process has been transparent and independent. The presence of the Housing Options Appraisal Co-ordinator working in an interim capacity with Hounslow Council at consultation events, did not compromise the standing of the ITA and positively ensured that more individual tenant and leaseholder consultation was achieved at the drop in surgeries.



3 Attendance at the drop in surgeries excluding those held at the sheltered schemes was low. This may reflect that tenants and leaseholders are satisfied in the main with the management and maintenance provided by Hounslow Homes. This is supported by 80.2% of respondents indicating that they rate services provided as good. Some residents have expressed concern about the tight timescale of the consultation process. Those tenants and leaseholders who have attended the drop in surgeries or contacted TPAS and the Housing Options Appraisal Co-ordinator through the helpline have been advised of the reasons for this. Both TPAS and Hounslow Council are satisfied that individual issues and concerns have been appropriately addressed. However, it must be stressed that there may be others who did not make contact via the helpline who may not be totally satisfied with the process and the opportunity to attend the drop in surgeries. The drop in surgeries that were held at sheltered schemes was well attended averaging between 25-30 residents at each meeting with the exception at one scheme. Credit must be given to the Hounslow Homes staff for making sure residents were made aware of the meetings and able to attend. TPAS did make it clear at all the sheltered scheme meetings that the Housing Options Appraisal was totally separate to the Older People’s Housing Support and Care Strategy Review currently being undertaken by Hounslow Council. The stratified telephone survey of 1500 hard to reach tenants and leaseholders was carried out by two TPAS Associate Consultants and feedback recorded. Any updates required to the tenant and leaseholder data identified through the process have been forwarded to Hounslow Homes. Of the

Feedback on the consultation process



1500 telephone calls made, 480 were completed representing a 32% success rate achieved. A total of 150 tenants and leaseholders responded to the ‘test of opinion’ questionnaire by contacting TPAS or the Housing Options Appraisal Co-ordinator. The key reasons for contacting the helpline were to receive assistance with completion of the questionnaire or to comment on the tight timescale which meant residents were unable to attend the drop in surgeries. Accessing the Hounslow Homes and Hounslow Council websites to download the ‘test of opinion’ questionnaire was limited and there were 185 hits. This reflects the general trend reported by other Housing organisations that there is still limited internet use by tenants and leaseholders but is growing steadily. A walkabout was carried out by TPAS to determine the condition of estates under the management and maintenance of Hounslow Homes and to provide an opportunity to meet residents. Three estates in Feltham, Brentford and Hounslow were visited and the overall perception is that estates are well managed and that graffiti and litter is not a significant problem. The findings demonstrate that estate management is working effectively and residents spoken to indicate that they have seen a great improvement in the condition of the estates since Hounslow Homes became responsible for the management and maintenance. Customer comments included:

• “We think that Hounslow Homes have helped improve local facilities and play areas are used by our children”

• “Sometimes we think we have to wait too long for repairs but that is because we expect things completed quickly”

• “I think there is more consultation but I have not had it myself”

• “Why are you wasting money on this survey, they will make their decision based on money, that is what matters”

• “They have spent a lot of money but I have not had any spent on my home”



• “Tell them car parking is not a problem here but traffic is getting worse”

• “Never see a caretaker but I guess they are about”

• “What do I get if I take part?”

• “They are always polite, I like the staff”

• “Will services be cut, as the Government is taking money away?”

• “I am not living in a Council home, but wish I was” Some tenants and leaseholders when completing the ‘test of opinion’ questionnaire took the opportunity to provide suggestions on how the service can be improved by Hounslow Homes. The following are a small sample of the suggestions and comments provided:

• “Hounslow Homes has shown itself to be a very well run organisation in different departments and the staff have been great, a very good service”

• “Please keep things as they are at present, something to be proud of”

• “The service I have received has always been 1st class”

• “We are very pleased with all the services we have had in all the years we have been here”

• “We consider that Hounslow Homes have been very efficient on the rare occasions we have had to use their services so we are very satisfied with their work”

• “Hounslow Homes is doing a fantastic job”

• “From experience of ringing Hounslow Homes for issues over the years I have found that the service has been excellent and my problems and queries have been dealt with quickly and efficiently. In my opinion things should stay the same.”

As with all consultation exercises there were some ‘test of opinion’ questionnaires returned with no names provided.



The questionnaires returned anonymously did not provide the excellent comments detailed above. As was also the case with some of the questionnaires that were returned with names and addresses and the telephone contact with TPAS and the Housing Options Appraisal Co-ordinator, the questionnaires returned anonymously focused on personal issues regarding repairs, anti-social behaviour and negative comments regarding services in general. The unidentified returns total 56 and details will be passed to Hounslow Homes and not recorded in this report. The comments of those who have contacted TPAS and the Housing Options Appraisal Co-ordinator by telephone have already been passed to Hounslow Homes.



4

The key issues emerging from the consultation process as a whole can be summarised as follows: Decent homes: There appears to be a significant number of respondents indicating that they have either not had any Decent Homes improvements or only minimum improvements have been carried out. Details of tenants reporting that their homes have not been improved have been recorded and will be made available to Hounslow Homes. In addition, some have indicated that they had been advised of pending home improvements but have recently been advised that they will not be taking place for a considerable period, in some cases ten years. Responsive repairs: There is concern regarding the process for reporting and completion of repairs. Many tenants reported that they were not happy with the process for appointments because these were not kept and trades persons often arrived without the right materials to do the job. Hounslow Homes has identified that this is an area for improvement and through the use of system thinking are introducing better procedures and practices that will transform the service for the customer. Consultation: There has been a consistent view expressed that consultation has improved since Hounslow Homes became responsible for the management and maintenance of the housing stock. This was a consistent issue raised by those in sheltered schemes where improvements apparently were started before proper consultation was provided. Consequently several tenants reported that the design and facilities provided have not met their needs. These

Key issues emerging from the consultation

process



comments could reflect the fact that the individuals may have forgotten that there was consultation so a measured response is required to these comments made at Cooper House in particular. Contacting staff: Tenants are unsure as to when to contact Hounslow Council and when to contact Hounslow Homes. It may be useful to carry out some memory jogging publicity to advise tenants and leaseholders of a list of key services delivered by Hounslow Council and Hounslow Homes. Also there is a feeling that staff in both organisations do not always respond to calls and access to staff is not made readily available. This was mentioned at several of the drop in surgeries but particularly at Alexandra Gardens. Parking: There are concerns about parking on estates although this is not a problem that is unique to Hounslow Homes or on all estates. There is a feeling that Hounslow Homes turns a blind eye to tenants who park on grass areas etc. As a result it has now become acceptable to park in inappropriate places. Residents in Alexandra Gardens in particular raised the issue of illegal parking at times of a boot sale that occurs 11 days a year. CCTV: There is concern that CCTV cameras have been installed but are not effective because they are not monitored on a regular basis. Staff from Hounslow Homes advised that there are plans for the CCTV systems to be connected to a control centre which would ensure that the cameras are used to their full potential. There was comment at Alexandra Gardens that when there were estate dedicated caretakers, the CCTV camera footage was reviewed daily and this was useful to residents where criminal damage to cars etc. had been experienced. Estate caretakers: The move away from estate dedicated caretakers appears to be a concern with tenants reporting more incidents of anti-social behaviour and a decline in the standards of estates. There was a discussion at Alexandra Gardens as to whether there should be consultation with owner occupiers to see if they would contribute to estate caretaking costs so that this service could be increased. Management of anti-social behaviour: There is a general feeling that anti-social behaviour is poorly managed and recipients are not kept informed of progress and outcomes of cases. Many residents indicated that issues are not resolved



and that it is having a negative impact on their lives. Residents were advised that Hounslow Homes has reviewed and introduced new procedures in the last six months. Residents confirmed that they had seen no improvement and so it may be worth Hounslow Homes impact assessing this service again to determine the effectiveness of the new procedures. There was in particular one leaseholder who stated at the Feltham Assembly Halls drop in session that there has been an ongoing anti-social behaviour issue relating to late night parties. This is affecting their ability to continue working as a bus driver due to lack of sleep. The leaseholder stated that no action has been taken and they have not been kept informed of the status of the handling of the complaint. Dogs: There were a small number of issues raised regarding dogs being allowed in flats and poor pet management by owners. There is always conflict between dog owners and other residents where dog fouling and noise from barking dogs is a problem. There may be a need to reinforce with dog owners the need to be considerate and clear up after pets plus prevent excessive barking etc. However, this is not a unique problem to Hounslow Homes and it may be difficult to please all residents. Producing a further article in the Hounslow Homes newsletter could be a way to raise general awareness of pet management. Council budget consultation: The sending out of budget consultation information at the same time as the ‘test of opinion’ questionnaire did result in some tenants thinking that their services were likely to be affected. TPAS and the Housing Options Appraisal co-ordinator explained that the Housing Revenue Account is ring fenced and is not directly affected by Hounslow Council’s budget consultation exercise. However, there is a general view that Hounslow Homes will be making cuts and that rents will be rising. There may be some concern with the recent publicity regarding the Government changes being implemented and so keeping tenants and leaseholders up to date on Hounslow Council’s and Hounslow Homes future plans is important. Sheltered scheme managers: There is a high regard for sheltered scheme managers and there is a general concern that they will be removed. It was confirmed that a decision on the future of the sheltered scheme managers has not been made by Hounslow Council and would not be made without consultation with tenants.



Residents associations: The funding and support of resident associations is seen as very important and there was concern that Hounslow Council may not wish to support Residents Associations. Tenants feel that they now have a real opportunity to influence decision making and that has resulted in improved services. Sheltered housing and linkline forum: There is a feeling that the sheltered housing and linkline forum should be tenant chaired or a new group set up made up of sheltered residents only. There is a feeling that HFTRA does not have the capacity to deal with sheltered housing issues and that having a separate group may offer an opportunity to focus on the needs of these residents. Perhaps this is something that could be considered bearing in mind that the existence of another group would require additional staff time and further funding to facilitate attendance e.g. transport costs. There was a feeling by one forum member that they would welcome more strategic input from the Council to be aware of the broader issues affecting their future. It was agreed that this would be included in this report as part of the general feedback but is not relevant to the overall current consultation exercise. Internal decorating in sheltered schemes: There was a mixture of comments received. Some residents reported that they have had their rooms painted often and others stated that the timescale is not being kept. Sheltered Compact: There was concern raised at two sheltered drop in sessions that the Sheltered Compact that was developed by Hounslow Council and progressed by Hounslow Homes has been dropped with no consultation with residents. They would like to see this put back in place. This was raised by three residents and it was agreed that TPAS would include it as feedback in this report. This could be covered by the Older People’s Housing Support and Care Strategy Review and a view taken as to whether a new Sheltered Compact is required which takes into account the outcomes from any changes made to service delivery. Caution needs to be taken as only a small number of sheltered residents raised this as a concern. Complaints management: There appears to be some general confusion as to who to complain to (Hounslow Homes or Hounslow Council) and the process to follow.



There is a general view that accountability is not clear to customers and could this be reported back. External painting: There is a clear expression of satisfaction with the current quality of painting, with positive comments that it has improved and staff are very helpful and polite. What are the cost implications for change? There were many questions asked about what the effect would be on the management and maintenance of the housing stock being brought back into Hounslow Council. Residents were advised that an independent financial appraisal was being carried out with the outcomes not known at the time of the consultation. Handyperson service: Some elderly residents reported back that consideration of a Handyperson service would be welcomed and asked that this be included in the Older People’s Housing Support and Care Strategy Review. Tenant involvement and empowerment: There was a great deal of praise for the Resident Involvement Team and the work that they do with tenants. This is naturally why many fear that a move back to Hounslow Council could see a reduction in resident and involvement activities. They want to see proper independent tenant led scrutiny which will help and add value to the business. It is understood that developing scrutiny is part of the resident involvement improvement plan as advised by the Resident Involvement Manager. Void properties in sheltered schemes: The presence of long term voids in sheltered schemes is seen as a concern with residents wanting to be kept informed about reasons for the long term voids. Allocations: There appears to be concern regarding the process and management of allocations as to who is responsible (i.e. Hounslow Homes or Hounslow Council). The allocation process is seen as complex and needs further explanation to potential and existing residents. Linkline: There have been concerns raised regarding the response times achieved by Linkline and this appears to be a problem raised by a number of residents. They are concerned that as users increase in volume, Linkline will be more stretched to provide a responsive service. Perhaps



because the main users of Linkline are those in sheltered schemes this could be looked at as an integral part of the Older People’s Housing Support and Care Strategy Review? Sheltered residents conference: A number of residents would like to see a sheltered conference being held. TPAS did stress that the logistics may be difficult but agreed to include this in the feedback report. Hearing loops in sheltered schemes: There is a need to consider the installation of fixed hearing loops in common areas of sheltered schemes. At one drop in session TPAS was advised that there was a mobile version but it was in a cupboard. This was an observation made by TPAS when residents indicated that they could not hear. It should be noted that TPAS have only included a synopsis of the comments that have been raised. These must be seen in relation to the sample size and must not deflect from the fact that Hounslow Homes is seen by the majority of tenants and leaseholders as being a good provider of management and maintenance services and their overall preferred service provider. HFTRA have reviewed the feedback detailed in this report and have prepared the following statement: “HFTRA are delighted that the consultation feedback confirms our recommendations to residents. The achievement of 80.2% of tenants and leaseholders rating Hounslow Homes as providing a good service and 65.5% of tenants and leaseholders wanting to remain with Hounslow Homes, confirms the view of HFTRA that there is strong confidence with the leadership, management and service delivery. Also with 92% of sheltered residents indicating that they receive a good service, it shows that HFTRA were right to put their support behind retaining Hounslow Homes. HFTRA has promoted partnership working through the Compact over the last nine years and we feel comfortable that the approach is effective. We can see that services have improved and that we have real input to the future of our homes. There was useful feedback from the consultation exercise that HFTRA will be looking at with Hounslow Homes as part of our joint commitment to continuous service improvement.



HFTRA would like to ask that the Executive fully use these excellent results to inform their decision making for the future and accept the HFTRA view that quality of services and maintaining homes to a high standard is more important than cost to our tenants and leaseholders. However, HFTRA and Hounslow Homes are continually looking for efficiencies and shaping services to meet the needs of tenants and leaseholders which ensure value for money. HFTRA would like to thank TPAS for the opportunity to review the Housing Options Appraisal Consultation Report and for the opportunity to provide a statement.” Julie Brooker Chair HFTRA



5

The key messages from the consultation process are:

Preference to remain with Hounslow Homes

65.5%

Preference to return to Hounslow Council

20.9%

Satisfaction with Hounslow Homes providing a good service

80.2%

The overall message is very explicit that tenants and leaseholders receive a good service from Hounslow Homes and have used the consultation process positively to express an opinion on the future management and maintenance of the stock and raise personal and group concerns:

• Hounslow Homes has made significant progress in making improvements to the housing stock but there appears to be a number of residents reporting that their properties have received no or limited Decent Homes improvements;

• Feedback to tenants and leaseholders on the outcomes and service related concerns raised at the drop in surgeries and ‘test of opinion’ questionnaires is important;

• Consultation whether on refurbishment or potential changes to service delivery must be carried out before decisions are made and residents views used to inform decision making;

• Tenant involvement and empowerment must be sustained and development of a tenant led scrutiny process should be a priority;

Key messages from the ‘test of opinion’

responses



• HFTRA is seen as making an important and valuable contribution to resident involvement and should be sustained;

• The proposed repairs service review to be undertaken by Hounslow Homes will offer an opportunity to remedy the performance issues identified by tenants;

• The Older People’s Housing Support and Care Strategy Review is seen as very important to residents and with full consultation will offer an opportunity to shape the service in the future;

• There is a need to ensure that the services provided by Hounslow Homes and Hounslow Council and division of responsibility between the two organisations are clearly publicised to tenants and leaseholders;

• There is a need to use the feedback from the consultation process to inform the review of the Management Agreement to ensure tenant and leaseholder identified service priorities are incorporated;

• Tenants and leaseholders see Hounslow Council as being driven by political influence and change and this is seen as a negative factor by some respondents.



6 The consultation process has been intensive and has provided a significant result. The results indicate that even if the timescale had been extended the results are conclusive. This is based on the known fact that those with a problem are more likely to make contact. TPAS can confirm that the process has been totally independent, transparent and procedures set in place have enabled an effective and informative exercise to be completed.

Conclusion



7

Housing Options Appraisal

Summary of consultation results

Appendix A

Results of the consultation carried out, sorted by tenant or leaseholder, disability, age and ethnicity.

Appendix A



Methodology The London Borough of Hounslow posted questionnaires to 15,400 homes occupied by tenants and leaseholders from a database provided by Hounslow Homes. Respondents were entered into a draw for £250 of shopping vouchers.

The same database was used by TPAS (Tenant Participation Advisory Service) to carry out a telephone survey of tenants and leaseholders who were chosen at random:

• Contact was attempted with 1500 tenants and leaseholders;

• 480 agreed to respond;

• 53 declined to respond;

• 967 could not be contacted due to no answer, out of date or incorrect telephone numbers being entered on to the database.

Other contacts made included:

• 150 attending the drop in surgeries;

• 28 walkabouts;

• 150 telephone contacts from those who had received the ‘test of opinion’ questionnaires;

• 30 emails from those who had received the ‘test of opinion’ questionnaires. Responses were entered onto an Excel spreadsheet produced from the database provided by Hounslow Homes. This allowed analysis of results by:

• Tenant/Leaseholder;

• Disability;

• Age;

• Ethnicity. We were also able to extract those living in sheltered accommodation for analysis. The analysis can be seen on the following pages (27-38).

Summary of responses In total 2404 responses were received by 3rd February 2011. There was a response rate of approximately 15.6 %. The results of the consultation were: 2404 respondents (including those who spoiled their questionnaires); 126 did not supply any name and address or insufficient detail to identify the respondent, these are included in the report as Anon.*



In respect of the following questions in the ‘test of opinion’ questionnaire: What would you prefer for the future management and maintenance of housing stock?

• 65.5% to keep Hounslow Homes in place;

• 20.9% to bring housing back into the Council;

• 13.6% “Do not know”;

• 117 questionnaires showed no response or more than one response to the question and were spoiled.

Are you satisfied that Hounslow Council through Hounslow Homes has delivered a good service?

• 80.2% Satisfaction that Hounslow Homes has delivered a good service;

• 14.7% Not satisfied the Hounslow Homes has delivered a good service;

• 5.1% “Do not know”;

• 69 questionnaires showed no response or more than one response to the question and were spoiled.

*Where there is insufficient address to identify the respondent “Anon” has been used.



Preference for the future management and maintenance of the housing stock

2404– 117 returned questionnaires spoilt (either more than one or no response) on this

question

Count of preference for the

future management and

maintenance of the stock. Column Labels

Row Labels

Hounslow

Homes

Hounslow

Council

Don't

know Spoiled

Grand

total

Leaseholder 283 86 55 22 446

Tenant 1152 354 236 90 1832

Anon 64 38 19 5 126

Grand Total 1499 478 310 117 2404

65.5% preferred Hounslow Homes as their future landlord.



Preferred landlord by ethnicity



maintenance of the stock. Column Labels

Row Labels

Hounslow

Homes

Hounslow

Council

Don't

know

Grand

total

Anon 64 38 19 121

Asian/AsBrit: Bangladeshi 3 5 8

Asian/AsBrit: Indian 78 33 20 131

Asian/AsBrit: Other 75 34 16 125

Asian/AsBrit: Pakistani 39 13 7 59

Black/BlkBrit: African 126 23 17 166

Black/BlkBrit: Caribbean 18 3 3 24

Black/BlkBrit: Other 19 7 9 35

Chinese 2 3 5

Mixed: Other 3 3 2 8

Mixed: White/Asian 3 3

Mixed: White/Black Africn 3 1 1 5

Mixed: White/Black Caribn 4 2 6

No Information Provided 415 133 87 635

Other 35 11 5 51

White 2 2

White European ex UK&Irsh 1 1

White: British 523 135 110 768

White: Irish 28 14 6 48

White: Other 59 19 8 86

Grand total 1499 478 310 2287



The return from the Chinese groups is too small to attach any great significance to the response. Apart from these, all groups show a distinct preference for Hounslow Homes.



Preferred landlord by disability



maintenance of the stock Column Labels

Don't

know

Hounslow

Council

Hounslow

Homes

Grand

total

Disabled 22 45 115 182

Not disabled 269 395 1320 1984

Anon 19 38 64 121

Grand total 310 478 1499 2287

Disabled groups expressed a lower preference for Hounslow Homes being responsible for the management and maintenance of the housing stock. Comments noted included problems with mobility around the home and size of property.



Summary of preferred landlord by age groups

Summary of preferred landlord by

age groups

Hounslow

Homes

Hounslow

Council

Don't

know

Grand

total

Preferred landlord by age under 26 54 9 10 73

Preferred landlord by age 36-45 161 30 31 222





Preferred landlord by age over 80 82 29 15 126

Grand total 1158 351 242 1751

There are lower numbers recorded for these groups because information on age was not available for all those who responded.



Preferred landlord -

Sheltered accommodation Column Labels

Don't

know

Hounslow

Council

Hounslow

Homes

Grand

total

Count of which landlord 14 21 129 164



Satisfaction that Hounslow Homes has delivered a good service

2404 returned questionnaires – 69 spoilt (either more than one or no response) on this

question

Totals by tenant type

Count of satisfaction Column Labels

Row Labels Yes No

Don't

know Spoiled

Grand

total

Tenant 1440 253 90 49 1832

Leaseholder 360 58 20 8 446

Anon 72 32 10 12 126

Grand total 1872 343 120 69 2404

Satisfaction with the service provided by Hounslow Homes is 80.2% for all respondents who made a choice.



Satisfaction by ethnicity


Row Labels Yes No

Don't

know

Grand

total

Anon 72 32 10 114

Asian/AsBrit: Bangladeshi 4 2 2 8

Asian/AsBrit: Indian 108 20 4 132

Asian/AsBrit: Other 96 17 9 122

Asian/AsBrit: Pakistani 51 9 1 61

Black/BlkBrit: African 146 13 9 168

Black/BlkBrit: Caribbean 18 6 24

Black/BlkBrit: Other 28 6 34

Chinese 4 1 1 6

Mixed: Other 7 1 8

Mixed: White/Asian 3 3

Mixed: White/Black Africn 5 5

Mixed: White/Black Caribn 4 1 1 6

No information provided 522 96 35 653

Other 41 6 3 50

White 2 2

White European ex UK&Irsh 1 1

White: British 652 107 41 800

White: Irish 38 8 2 48

White: Other 70 18 2 90

Grand total 1872 343 120 2335



Satisfaction is consistent throughout the groups.



Satisfaction by disability


Row Labels Yes No

Don't

know

Grand

total

Disabled 143 34 4 181

Not disabled 1657 277 106 2040

Anon 72 32 10 114

Grand total 1872 343 120 2335

Although satisfaction shows little difference, dissatisfaction among the disabled is much higher (19%) compared to 14% of those who are not disabled.



Summary of satisfaction by age

group Yes No

Don't

know

Grand

total

Satisfaction by age under 26 64 6 6 76

Satisfaction by age26-35 185 35 6 226

Satisfaction by age 36-45 323 50 24 397




Satisfaction by age over 80 97 27 7 131

Grand total 1448 254 98 1800

Satisfaction levels of the age groups show little difference. The two extremes of satisfaction levels are the oldest and youngest both of which are the smallest groups and as such are more easily affected by one or two expressions of opinion either way. There are lower numbers recorded for these groups because information on age was not available for all those who responded.



Satisfaction in sheltered accommodation

Row Labels Count of satisfaction

Yes 155 91.7%

No 9 5.3%

Don't Know 5 3.0%

Grand total 169



Summary

• Overall there are no major differences of opinion within any of the groups analysed;

• There is a high degree of satisfaction with the services provided by Hounslow Homes;

• 126 forms were submitted without identity, one stating fear of reprisal;

• The telephone survey revealed there are still many tenants who do not understand what an ALMO is and that Hounslow Homes is not Hounslow Council;

• There may have been some confusion caused by the layout of the questionnaire, resulting in tenants answering the second question twice resulting in spoiled forms. 184 tenants who stated they were happy with Hounslow Homes expressed a wish to return to Hounslow Council.

• Of those who replied “don’t know” as to who should provide the management and maintenance of the housing stock, many said they would need much more information as to what the differences, if any, would be.



8 TPAS would like to thank you for appointing them to participate with this important project and have enjoyed working with Hounslow Council, Hounslow Homes, HFTRA and tenants and leaseholders. The support and partnership working has made this a successful exercise.

Thank you

Documents

Appendix A TPAS Report Final - London Borough of Hounslow