Star Survey Results 2019 · 2020. 6. 1. · 80.00% 86% 84% 84% 83% 82.60% 80.10% 80.21% 7.00% 5% 7% 6% 7% 7.10% 7.35% 6.48% 0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00% 70.00%

Flexibility for the future

Star Survey Results 2019

Resident Scrutiny Panel

11th December 2019


Star Survey 2019

• Housemark Methodology

• Census Survey

• By Post – two mail-outs

• June - August

• Tenants, Shared Owners & Leaseholders


Star Survey Responses

Tenure No. of Responses

Response Rate Margin of Error

All Tenancies 1334 36% ±2.00%

bdht Social & Affordable 1276 36% ±2.00%

Leasehold 63 33% ±10%

Shared Ownership 76 37% ±9%


Commitments & Promises

Service Excellence –

• 95% customer satisfaction

• Net Promoter Score – Target +40

Golden Rules – Protect Services to Customers


Affordable & Social Overall Trend

28.10%38% 37% 40.20%

45.00%54.0%

59.17% 58.35%

48.50%

45% 51% 46.90% 40.00%

37.9% 31.07% 31.55%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

100.00%

2004 2006 2008 2010 2012 2013 2017 2019

Overall Satisfaction

1 - Very satisfied 2 - Fairly satisfied


Affordable & Social Overall

54.0%

59.17%

58.35%

37.9%

31.07%

31.55%

3.9%

4.53%

4.36%

2.5%

2.62%

3.40%

1.6%

2.60%

2.34%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

2013

2017

2019

Overall Satisfaction with Services Provided by bdht2013 -2019

1 - Very satisfied 2 - Fairly satisfied 3 - Neither satisfied nor dissatisfied 4 - Fairly dissatisfied 5 - Very dissatisfied


Overall Satisfaction Shared Owners

62.50%

74.14%68.92%

32.50%

10.34% 12.16%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

100.00%

2015 2017 2019

Shared Owner: Overall Satisfaction with Services Provided

Satisfied Dissatisfied


Overall Satisfaction Leaseholders

46.94%

39.39%34.62%

70.97%74.00%

81.36%

24.49%21.21%

38.46%

12.90% 14.00%

6.78%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

100.00%

2009 2010 2012 2015 2017 2019

Leasehold: Overall satisfaction with services provided


Net Promoter Score S & A

60.11%

59.71%

61.21%

41.04%

22.12%

22.23%

21.75%

28.71%

17.77%

18.05%

17.04%

30.25%

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

bdht Social and AFR Rent

bdht GN

bdht HfOP

Market Rent

Net Promoter Score by Need Category

Promoters Passives Detractors


Net Promoter Score S & A

19

26

37

42

0

5

10

15

20

25

30

35

40

45

2012 2013 2017 2019

Net Promoter Score


Net Promoter Score Shared Owners

-17.50%

-15.00%

-2.63%

-20.00%

-18.00%

-16.00%

-14.00%

-12.00%

-10.00%

-8.00%

-6.00%

-4.00%

-2.00%

0.00%

2015 2017 2019

Net Promoter Score


Net Promoter Score Leaseholders

2015 2017 2019

Leaseholder NPS - 20 - 39 0


Quality of Home S & A

84.00%

88%

90%89%

88%87.44% 87.75%

75.00%

80.00%

85.00%

90.00%

95.00%

100.00%

2004 2006 2008 2010 2012 2017 2019

Social & Affordable Rent - Satisfaction with Quality of Home


Keeping Tenants Safe in Their Home

95.08% 94.95% 95.52%

84.04%

75.00%

80.00%

85.00%

90.00%

95.00%

100.00%

bdht Social and AFR Rent bdht GN bdht HfOP Market Rent

Rated "Good" at Keeping Tenants Safe in Their Home


Repairs & Maintenance S & A

76%80%

85%81% 82%

89.0% 88.21% 87.63%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2004 2006 2008 2010 2012 2013 2017 2019

Social & Affordable Satisfaction with the way bdht deals with repairs and maintenance


Repair Elements S & A

92.32%

90.57%

88.38%

90.60%

95.71%

91.18%

93.59%

85.78%

89.22% 89.84%

75.00%

80.00%

85.00%

90.00%

95.00%

100.00%

Being toldwhen

workers willcall

Being ableto make an

appointment

Time takenbefore work

started

The speedof

completionof the work

The attitudeof workers

The overallquality of

work

Keeping dirtand mess toa minimum

The repairbeing done"right first

time".

Thecontractorsdoing thejob you

expected

The repairsservice youreceived on

thisoccasion

Social & Affordable Satisfaction 2019 - Repair Elements


Neighbourhood as a Place to LiveS & A

82.50% 82% 82%

88% 87% 85.50% 85.43% 84.65%

10.10% 11% 11%8% 9% 9.00% 9.40% 9.21%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

100.00%

2004 2006 2008 2010 2012 2013 2017 2019

Social & Affordable: Satisfaction with Neighbourhood


Neighbourhood as a Place to Live SO

59.00%

83.33% 84.21%

36.00%

5.00%10.53%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

100.00%

2015 2017 2019

Shared Owner: Neighbourhood as a place to live



Neighbourhood as a Place to Live LH

67.35%

55.88%

76.00%

61.29%

86.21%82.54%

16.33%11.76%

8.00%

32.26%

6.90% 7.94%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

100.00%

2009 2010 2012 2015 2017 2019

Neighbourhood as a place to live


Neighbourhood Problems S & A

1.38%2.84% 2.80%

12.08%

7.86% 7.24%

2.93%

13.82%

6.28%3.98%

17.35%

10.08%

22.58%

18.93%17.49%

4.46%

19.54%

19.07%

0.00%

5.00%

10.00%

15.00%

20.00%

25.00%

30.00%

35.00%

40.00%

Abandoned orBurnt Out Vehicles

Vandalism ofGraffiti

People damagingyour property

Noisy Neighbours Disruptivechildren/teenagers

Drunk or rowdybehaviour

Racial or otherharassment

Drug use ordealing

Other crime

Social & Affordable : Major/Minor Neighbourhood Issues

Major Problem Minor Problem


Neighbourhood Problems SO

1.41% 2.82%0.00%

12.50%15.49%

9.86%

0.00%

9.72%

2.90%

5.63%

11.27%

11.27%

20.83%

26.76%

15.49%

4.23%

16.67%

18.84%

0.00%

5.00%

10.00%

15.00%

20.00%

25.00%

30.00%

35.00%

40.00%

45.00%


Vandalism andGraffiti

People DamagingYour Property

Noisy Neighbours Disruptive Childrenand Teenagers

Drunk and RowdyBehaviour

Racial or OtherHarassment

Drug Use orDealing

Other Crime

Neighbourhood Issues



Neighbourhood Problems LH

1.64% 1.69%4.76%

11.86%

5.26%

13.56%

1.67%

14.29%

3.57%

11.48%

20.34% 15.87%

27.12%

22.81%

16.95%

3.33%

19.05%

23.21%

0.00%

5.00%

10.00%

15.00%

20.00%

25.00%

30.00%

35.00%

40.00%

45.00%


Vandalism ofGraffiti

People damagingyour property

Noisy Neighbours Disruptivechildren/teenagers

Drunk or rowdybehaviour

Racial or otherharassment

Drug use ordealing

Other crime

Neighbourhood Issues



Listening & Acting on Views S & A

73% 73.80% 75.29% 73.47%

11%8.60% 9.89% 10.65%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2012 2013 2017 2019

Social & Affordable: Satisfaction That bdht Listens & Acts on Views


Listening & Acting on Views SO

33.33%

50.85%

41.10%38.46%

22.03%24.66%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

100.00%

2015 2017 2019

Shared Owner: Listening and acting on views



Listening & Acting on Views LH

46.67%

61.67%

55.93%

20.00% 18.33%

11.86%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

100.00%

2015 2017 2019

Leaseholder satisfaction that bdht listens and acts on views


Keeping Informed S & A

80.00%

86% 84% 84% 83% 82.60%80.10% 80.21%

7.00% 5% 7% 6% 7% 7.10% 7.35% 6.48%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

100.00%

2004 2006 2008 2010 2012 2013 2017 2019

Social & Affordable - Keeping You Informed - "Good" or "Poor"


Keeping Informed SO

47.50%

67.80%

50.68%

32.50%

16.95% 17.81%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

100.00%

2015 2017 2019

Shared Owner: Being kept informed

Good Poor


Keeping Informed LH

70.00%

44.83%

61.40%

10.00%

36.21%

19.30%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

100.00%

2015 2017 2019

Keeping Informed

Good Poor


Customer Care – Staff are Helpful S & A

81%

87%90%

85%90.00%

87.30% 85.33% 84.19%

10%5% 4% 5% 4.00% 4.40% 5.68% 4.50%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2004 2006 2008 2010 2012 2013 2017 2019

Staff are Helpful/Unhelpful


Customer Care – Staff are Helpful SO

75.00%

61.07%

6.82%

21.28%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

2017 2019

Shared Owner: Helpfulness of staff

Helpfulness of staff Unhelpful


Customer Care – Staff are Helpful LH

57.14%

72.73%

14.29%6.06%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

2017 2019

Helpfulness of staff

Helpful Unhelpful


Rent as VfM S & A

72%

80% 80%84% 85% 83.60%

86.64% 88.42%

10%7% 8% 6% 7% 6.40% 4.94% 4.36%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

2004 2006 2008 2010 2012 2013 2017 2019

Social & Affordable; Satisfaction that Rent Provides VfM


Rent and service charges as VfM SO

40.00%

52.54%

45.95%42.50%

27.12%31.08%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

100.00%

2015 2017 2019

Shared Owner: Rent and service charges providing value for money



Rent and service charges as VfM LH

67.74%

54.24%59.68%

19.35%

28.81%

14.52%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

100.00%

2015 2017 2019

Service charges providing VfM



Key Drivers of Satisfaction

-1 +10

Stronger Positive

Correlation

Stronger Negative

Correlation

No

Correlation


Key Drivers of Satisfaction A & S

Indicator Correlation

with Overall

Satisfaction

Repairs and Maintenance +0.62

Quality of Accommodation +0.58

Listening & Acting on Views +0.55

Keeping Customer Informed +0.52

Safety in Home +0.48

Rent Providing VfM +0.48

Service Charges Providing VfM +0.48


Key drivers of satisfaction: Shared Owners

Correlation of overall satisfaction with bdht as a

landlord with ……….

Correlation

External building repairs and maintenance 0.79

Listening and acting on views 0.65

Getting hold of the right person 0.65

Repairs to communal areas 0.62

Keeping shared owners informed 0.59

Helpfulness of staff 0.56


Performance against targets

• Corporate Themes – Service Excellence –95% customer satisfaction – No - 90%

• Net Promoter Score – Target +40 Yes +42

• Golden Rules – Protect Services to Customers

Yes – satisfaction levels have been maintained


Areas for Future Focus

• How can we get even better in delivering customer service – we will be asking staff and customers for ideas;

• Neighbourhoods – tackling ASB in identified “hotspots”;

• Capital investment in identified ‘community plan’ areas;

• Listening and acting on views – understand what we need to do differently;

• Review how we ensure residents are kept informed.


Questions/Comments

Documents

Star Survey Results 2019 · 2020. 6. 1. · 80.00% 86% 84% 84% 83% 82.60% 80.10% 80.21% 7.00% 5% 7% 6% 7% 7.10% 7.35% 6.48% 0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00% 70.00%