Community housing tenant satisfaction benchmarking. Report prepared by the NSW Federation of Housing Associations

Transcription

1 Cmmunity husing tenant satisfactin benchmarking Reprt prepared by the NSW Federatin f Husing Assciatins 17 Nvember 2014

2 This reprt was prepared by: Terry Jnes NSW Federatin f Husing Assciatins Suite 301, Kippax St Surry Hills 2010, NSW E: Terryj@cmmunityhusing.rg.au T: W: Page 2

3 Cntents Cntents... 3 Intrductin... 4 Why benchmark?... 4 Summary f benchmarking tenant satisfactin findings... 5 Benchmarking tenant satisfactin: The Federatin s ffer... 6 Benchmarking analysis in full... 8 Further infrmatin abut the Federatin s tenant satisfactin survey and benchmarking service Page 3

4 Intrductin This reprt presents an analysis f the benchmarking data frm the 13 tenant satisfactin surveys undertaken by the NSW Federatin f Husing Assciatins (the Federatin) during the 2013/14 financial year. Why benchmark? Benchmarking is a pwerful tl t assess perfrmance between rganisatins and facilitates selfassessment and analysis. If results are belw average it supprts additinal effrts t imprve service, and in time this drives industry wide imprvements in perfrmance. Benchmarking is nt an end in its wn right, rather a detailed and evidence based cnversatin starter that enables CHPs t examine their wn practice and, in time, share best practice arund the industry. Internatinal research has fund that specific factrs and variables can influence satisfactin results. These include the fllwing factrs (please nte this list is nt exhaustive and ften several factrs will interplay): Age f tenants (lder tenants tend t be mre satisfied) Reginal vs. urban (reginal tenants tend t be mre satisfied) Permanent husing vs. transitinal (tenants in permanent husing tend t be mre satisfied) Length f tenure (tenants at the start f their tenancy tend t be mre satisfied) Often the individual tenant satisfactin reprts written by the Federatin identify ne tenant grup which is mre r less satisfied than ther grups. As well as direct service issues these differences may be driven by the grups demgraphic prfile. Therefre it is imprtant t reflect and understand results within the cntext f the tenant base as well as any underlying service delivery issues. Page 4

5 Summary f benchmarking tenant satisfactin findings In cnclusin verall, these are very psitive results fr the industry. Fr example, n average 84% verall satisfactin level and with ne CHP reaching 93%. The analysis fr all the surveys re-cnfirms the imprtance f repairs in driving satisfactin. Imprtantly the majrity f prviders matched r exceeded the NRSCH threshlds. Althugh there were sme differences between the satisfactin levels fr the tw years cvered by this analysis these differences are within the margin f errr. Fr sme service areas there is a wider range f range f satisfactin levels. Respnse rates have significant imprved. These higher respnse rates are attributed t the Federatin intrducing new surveying techniques. Cmplaints and appeals are the tw service areas that had the lwest levels f tenant knwledge and satisfactin. Page 5

6 Benchmarking tenant satisfactin: The Federatin s ffer T enable tenant satisfactin benchmarking acrss the Australian cmmunity husing industry all CHPs that cmmissin the Federatin t undertake their tenant satisfactin survey als receive a detailed benchmarking tlkit. The tlkit allws CHPs t interactively and cnfidentially cmpare their results against their peers. This helps CHPs t get the mst ut f the data and als enables preparatin fr the NRSCH. In the tlkit CHPs can segment results by: Year Tier State 1 The tlkit als displays: Minimum values Maximum values Averages NRSCH threshlds Mapping infrmatin Ranking infrmatin 1 Presently the tlkit filters by 'all' r 'NSW'. As mre interstate CHPs jin the benchmarking service, we will be able t ffer a state by state filter, subject t the participatin f a minimum number f CHPs per state. Page 6

7 Figure 1: Screen sht f the Federatin tenant satisfactin benchmarking tlkit In ttal, during the 2013/14 financial year 13 CHPs cmmissined the Federatin t cmplete their tenant satisfactin survey, including CHPs based in NSW, WA, Victria and Queensland. These 13 surveys frm the analysis cntained in this benchmarking reprt. In the current financial year (2014/15) the Federatin anticipate that the number f participating CHPs will reach at least 18 CHPs and include data frm the ACT, NSW, Queensland, Suth Australia and Victria. In ttal, 16 key satisfactin indicatrs are included in the Federatin s benchmarking tlkit including tw new indicatrs: Overall satisfactin with repairs quality Satisfactin with value fr mney These 16 key satisfactin indicatrs frm the analysis cntained in this benchmarking reprt. Future plans The Federatin is develping the service we ffer t CHPs. Fr example in the current financial year (2014/15) the Federatin has added an additinal cre questin n the impact f cmmunity husing. The Federatin is able t ffer bespke fllw up surveys t drill dwn int results. The Federatin is als investigating demand fr a new survey n impact and quality f life. Other new pssible services include surveys n estate management and pst ccupancy. Page 7

8 Benchmarking analysis in full Respnse rate 25% 44% 29% 34% During 2013/14 there have been sme very impressive respnse rates including 44% recrded by ne rganisatin. Indeed fr ne CALD subgrup a 64% respnse rate was achieved. What makes this figure s impressive is the fact that this grup is traditinally are hard t engage. Cmpared t the respnse rate in 2012/13 (29%) there was a significant increase in respnse rates fr 2013/14 (34%). All the CHPs using the Federatin s service either matched r exceeded the NRSCH threshld. These high respnse rates were achieved by the Federatin after intrducing new surveying techniques. Overall Overall, hw satisfied r dissatisfied are yu with the services prvided by yur prvider? 93% 73% 84% 84% This is the key questin in the survey and verall, tenants were very satisfied with the service prvided by their CHP. There was a wide range satisfactin levels ranging frm 93% t 73%. The average was 84% - which is the same as the previus year. Only ne rganisatin was belw the NRSCH threshld. Satisfactin with value fr mney (new indicatr) 91% 66% N/A 82% This is a new questin added in 2013/14. Overall, tenants were satisfied with value fr mney. There was a wide range satisfactin levels ranging frm 91% t 66%. Page 8

9 Prperty dashbard Overall, hw satisfied r dissatisfied are yu with the cnditin f yur hme? 83% 91% 84% 86% Overall, tenants were very satisfied with cnditin f prperty. Satisfactin ranged frm 91% t 83%. All f the CHPs were abve the NRSCH threshld. The average was 86% - which is a 2% increase cmpared t the previus year. Overall satisfactin with repairs quality (new indicatr) 74% 89% N/A 81% Overall, hw satisfied r dissatisfied are yu with the repairs and maintenance services that yur prvider prvides? 61% 84% 77% 76% Frm all the key driver f satisfactin undertaken by the Federatin it has been fund that repairs is the single mst imprtant service area driving satisfactin. Overall, tenants were satisfied with the repairs service. There was a wide range satisfactin levels ranging frm 84% t 61%. Cmmunicatins Overall, hw satisfied r dissatisfied are yu with cmmunicatin with yur prvider? 71% 90% 83% 82% Overall, tenants were very satisfied with cmmunicatins. There was a wide range satisfactin levels ranging frm 90% t 71%. Page 9

10 Neighburhd Overall, hw satisfied r dissatisfied are yu with yur neighburhd as a place t live? 77% 92% 85% 84% Overall, tenants were very satisfied with their neighburhd. There was a wide range satisfactin levels ranging frm 92% t 77%. Cmplaints and appeals knwledge and satisfactin D yu knw hw t appeal a decisin made by yur prvider? 32% 78% 46% 48% D yu knw hw t make a cmplaint t yur prvider? 54% 89% 69% 71% Overall, hw satisfied r dissatisfied are yu abut hw yur cmplaint was dealt with? 38% 67% 52% 48% Cmplaints and appeals verall had the lwest levels f satisfactin and knwledge fr the survey. There was a wide range f satisfactin levels. On average, 71% f tenants reprted knwing hw t cmplain but this went as lw as 54%. On average, 48% f tenants reprted knwing hw t appeal a decisin but this went as lw as 32%. Satisfactin with cmplaint handling averaged 48% but reached as lw as 38%. Page 10

11 Tenants rights Overall, hw satisfied r dissatisfied are yu that yur rights as a tenant are upheld by yur prvider? 68% 90% 84% 83% Overall tenants strngly believe the industry supprts tenants rights. There was a wide range satisfactin levels ranging frm 90% t 68%. Tenant engagement benchmarks Hw satisfied r dissatisfied are yu with the way yur prvider prvides yu with infrmatin? 76% 90% 86% 84% In relatin t tenant engagement, hw satisfied r dissatisfied are yu with the way yur prvider invlves tenants? 57% 84% 77% 76% In relatin t tenant engagement, hw satisfied r dissatisfied are yu that yur prvider listens t tenants views and acts n them? 66% 84% 73% 74% In relatin t tenant engagement, hw satisfied r dissatisfied are yu that tenants are able t influence yur prvider s decisin-making? 42% 69% 62% 62% Overall, tenants are least satisfied with the highest level f engagement. There was a wide range f levels f satisfactin. Page 11

12 Further infrmatin abut the Federatin s tenant satisfactin survey and benchmarking service The NSW Federatin f Husing Assciatins (the Federatin) is the industry peak bdy fr Cmmunity Husing Prviders (CHPs) in NSW. The Federatin have develped the largest and mst cmprehensive tenant satisfactin survey and benchmarking service fr the industry acrss Australia. This service has a number f unique features: It was develped after a year-lng cnsultatin with CHPs (including tenants). The service is based n Australian and internatinal best practice plus meets all the Natinal Regulatry System fr Cmmunity Husing (NRSCH) requirements. Flexible service, with the ability t chse frm a cre f ver 100 questins develped by the industry plus the pprtunity t add yur wn questins t meet yur individual strategic needs. Cst and time effective. The service can be tailred t meet mst budgets. The Federatin s service will save yur rganisatin valuable time n mre running yur wn survey inhuse. Plus the Federatin will help yu thrugh all stages f the prcess including fllw up wrk r additinal analysis. A number f industry best practice slutins t supprt a higher respnse rate. In the mst recent surveys cnducted by the Federatin industry beating respnse rates f between 39% and 44% were achieved by: Targeted SMS, reminder letters r s t thse tenants wh have nt respnded. Translating questinnaires int the cmmunity languages used by tenants. Offering bth paper questinnaires and surveys n the web, smartphnes and tablets (either in receptin r ff site). Enhanced analysis and reprting including: Key drivers f tenant satisfactin. Wrd cluds and cmments tlkit. Gegraphical reprting. Statistical analysis significance testing. Finally the service ffers a fully interactive benchmarking tlkit which allws CHPs t cmpare their results against their peers. T date, CHPs that have used ur service have been 100% very satisfied with the service prvided. The Federatin thank each CHP fr cmmissining the Federatin s tenant satisfactin survey and benchmarking service. Fr mre infrmatin abut the tenant satisfactin survey and benchmarking service please phne Terry Jnes ext. 203 r terryj@cmmunityhusing.rg.au Page 12