ذدà،±ل>‏ے <>‏ےےے;ےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےى¥ء5@ ً؟Œ$bjbjد2د2 4XXذ»ےےےےےےˆہہہہہہہش8888p„$ش{2´´^يييْüüüüüü$RےR ہvييvv ہہغ5تتتv^ہہْتvْت تj†جہہھ¨ ôT‏إ8شjRقK0{l>Q>pQ4ھششہہہہQہھ4ي>+,تW${ûييي ششd8®شش8TENANTS SURVEY 2003 1. Brief 1.1 My brief was to scrutinise the findings of the Association’s Tenant Survey 2003, and prioritise the issues for follow up activity. In particular the issue of anti Irish harassment and whether there were sufficient concerns to pursue the racial harassment project, and to look at the best options for future tenant involvement and participation alongside the proposals for the Tenant Involvement Plan. 2. The key results 2.1 Members will be provided with a full copy of the report when the final draft is ready, however, some of the key and important results are listed below:- 78% of tenants were satisfied with their Landlord 78% thought their property was good value for money. 87% are satisfied with their accommodation. 84% are satisfied with the condition of their property 66% were satisfied with the area they lived in. 80% are satisfied with the repairs and maintenance service 80% found getting through the to right person easy 88% found staff helpful 67% were satisfied with the outcome of their contact 91% felt they were kept well informed by us. 62% were satisfied with the opportunities for participation in management and decision making 72% felt it was important to be a tenant of an Irish Association 84% felt the Association should continue to develop new homes 41 tenants said they had experienced anti Irish and other racial harassment 3. Initial action 3.1 Having now had an opportunity to review the results of the survey and discuss the findings with The Housing Services Manager, I have identified areas that need further development, plus issues that need to be addressed. The first course of action is to seek the views of those tenants that offered their contact details and who are prepared to talk to Innisfree further about their concerns and views. 3.2 I will also be speaking to the staff to gain their impression of the survey and what they see are the priorities for action based on the results and their own views. I believe there may be differences in opinion between staff and tenants but this has been the case elsewhere where tenant and staff surveys have been undertaken. Regardless all views should be taken into account to assist in the evaluation and understanding of the wider issues of managing housing and providing a professional service to our customers. 4. Areas to highlight: Overall there was a high level of satisfaction with the Association’s services. Two parent families, permanently sick and disabled, and White British tenants are the least satisfied tenants. Brent tenants are generally more satisfied than Tenants who live outside this local authority area. Racial harassment continues to be a problem with 41 of the tenants surveyed stating that they have experienced some form of harassment, 13 of whom gave details to allow further follow up action. Lowest satisfaction levels expressed for the area that tenants live in. Obvious local problems, which some tenants want to discuss further. Some suggestions provided by the tenants to improve services such as an appointment system for repairs. Is this feasible? Staffing issues: Although staff seen to be friendly and helpful the final outcome levels of satisfaction not as high. Issue about inability to resolve problems. Is this a problem of staffing, training, resources, lack of support from other agencies? Use of IT/Communications. May want to consider wider use of email and the development of the website. Propose the installation of computers in Shared houses and sheltered schemes? Despite the expansion of the above, we cannot lose sight of those tenants who lack facilities such as access to phones, hence the likelihood of more tenants turning up at the office to speak directly to staff. How can this be addressed? Communication and Participation. Despite excellent evidence of keeping tenants informed IHA needs to encourage more proactive participation. A good sign is the number of tenants prepared to talk to IHA about some of the issues above. 5. Links with Stakeholder Survey 5.1 As the above survey was undertaken shortly before the Tenants Survey I thought it appropriate to look at the outcomes and links between the two. In particular the stakeholder survey highlighted the following: Tenant involvement needs to have a broader approach with the Association advertising widely what it does and what it has achieved. By so doing more tenants may take an interest and want to get involved. Increase partnership working, get more results at lower cost Development of more housing for the Irish community encouraged More community and regeneration work with Local authorities and community groups suggested Staff development and training required to reduce the gap between senior management team and staff and the Chief Executive and the rest of the organisation. 5.2 Much of the above has already been considered in various reports such as Business Plan 2001 – 2006, the Best Value report and various reports to Board on staff structure and Tenant involvement. 6. Recommendation for Action. Short term ( within next 3 months) Discuss with staff outcome of the tenants survey Follow up the tenants who responded by giving their contact details, with respect to anti Irish harassment, those dissatisfied most and those who wished to discuss other issues and get more involved Mid term ( 3 months to 1 year) Consider how to publicise information more effectively to reduce levels of dissatisfaction. eg in terms of value for money, looking at comparables, bench marking and issuing results to tenants and stakeholders Ensure the anti Irish harassment project is re established having secured funding to its completion Establish partnership working on issues such as anti social behaviour in neighbourhoods, street cleaning, graffiti and other issues that tenants have raised that affects the level of satisfaction with the area they live in By signing up to In Business in Neighbourhoods(NHF) enhance the Association’s profile across the sector and amongst our tenants Study the Encouraging Participation Manual, a toolkit for tenants and social landlords to provide ideas for developing the Tenant Involvement Plan and improving overall tenant participation. Use a pragmatic approach to participation, encouraging a range of methods and techniques beyond surveys and newsletters. Long term ( 1 to 2 years) Increase recruitment of tenants to Board as well as to any newly established Tenants Sounding Board to ensure the views and opinions of a widely representative group of tenants is heard. The Association should be seeking the views of tenants on not only housing management and estate issues, but on development and even financial issues. No one area should be exclusive. Reorganisation of staff structure to enable tenant satisfaction levels to rise in terms of improving satisfaction with final outcomes Increase community development on housing and other issues affecting tenants, Development potential increased in areas across all boroughs, providing homes for more Irish people living in London Sarah Whitelaw October 2003 PAGE 1 PAGE 1 PAGE 1 PAGE 1 FILENAME \p C:\Documents and Settings\lee\Local Settings\Temporary Internet Files\OLK6\Draft Report on Tenants Survey Oct 2003.doc "Q^_`´ ؛ ؟ ا – ت ث s … ‰ é !),@HTt…ژڈُ‏÷ْ‏²µسظ r‘لًèى¯²³¶ُ%&ى xˆقكBC!"^o،¢¬إظ ع غ üٌُüٌüٌüٌüéنéٌàٌàéٌüٌüàüغضüزüزüزüزüزüزüخüخüخüخüخüخüخüختغضüضüضüخüضüضüضüخüضüإüضü h¦iـ6پhmh~‏hد) h¦iـ5پ h~‏5پh'7@ hy5پhyhy5پhy h¦iـ5پCJh¦iـN³ ´ ا d – ث ÷ ._ڑحهH§è& r s … f‎َّّîîîîمممطططططططططططîîî$ &F a$gd'7@$ &F a$gdy$a$$a$$a$ذ#‹$‏‏f()@گےc&²,&عا±²سh¨s°ïJçèّّْْïممممممممممïقــ×××××ـ &Fgd~‏$ &F ئfa$$ ئfa$$a$è®¯°±²³رزُ&يî كC"¢ع غ ُ h"î"<#²#³#‎‎‎‎‎‎‎‎ََّ‎îولللل‎ـ××××‎ &F &F &F &Fgd~‏ &F &F &Fغ ُ °!ہ!g"h"ي"î";#<#±#²#ذ#ر#×#ط#ظ#ع#غ#ف#ق#ن#ه#و#ç#è#ê#ë#ٌ#ٍ#َ#ô#ُ#÷#ّ#‏#ے#$$$$$$‡$ˆ$‰$ٹ$‹$Œ$ٍِِِِِِْْْْْèâè×èâِèâèجèâِèâè×èâِèâèجèâہ¹ہ¬ہ¦ِ¢ِh†q h¦iـCJhد)CJhmHnHu h¦iـCJhjh¦iـCJUhh†q0JmHnHuh¦iـ0JmHnHu h¦iـ0Jjh¦iـ0JUh~‏h¦iـ h¦iـ5پ0³#´#أ#ذ#غ#ـ#ف#è#é#ê#ُ#ِ#÷#$‰$ٹ$‹$Œ$‎‎‎ôٍ‎ôٍ‎éç‎éç‎‎‎„üے„&`#$„üے„&`#$°‚. °ئA!°"°#گ $گ %°œD@ٌےDNormalCJOJQJ_HmH sH tH 8@8 Heading 1$@&5پF@F Heading 2$$ ئf@&a$5پDA@ٍے،DDefault Paragraph FontViَے³VTable Normal :Vِ4ض4ض laِ(kôےء(No List4>@ٍ4Title$a$5پCJ4B@4 Body Text$a$4@4Header ئ9r 4 @"4Footer ئ9r .)@¢1.Page NumberŒ4ےےےے³´اd–ث÷._ڑحهH§è&rs…f( ) @ گ ے c &²,& ع ا±²سh¨s°ïJçè®¯°±²³رزُ&يî كC"¢عغُhî<²³´أذغـفèéêُِ÷‰ٹچک0€€ک0€€ک0€€0€€ک0€ک0€ک0€ک0€ک 0€ˆک 0€ک 0€ک 0€ک 0€ک 0€ک 0€ک 0€pک 0€ک 0 €ک 0 €ک 0€ک 0€ک 0 €ک0€ک0€ک0€ک0€ک0€ک0€pک0€ک0€ک 0€ک 0€ک 0€ک 0€ک 0€ک 0€ک 0€ک 0€ک 0€ک 0 €ک0€0€ک0€²ک0€²€ک 0€²ک 0€²ک 0€²ک 0€²ک 0€²ک0€‰ˆک0€‰ک0€‰ک0€‰pک0€‰pک0€€ک0€€ک0€‰pک0€‰ک 0€‰ک 0€‰ک 0€‰ک0€‰ک 0€‰ک 0€€ک 0€‰ک 0€‰ک 0€‰ک 0€‰ک0€‰ک 0€‰ک 0€€ک 0€€ک 0€€ک 0€€ک0€€pک0€€ک0€€ک0€€My00©My00©My00©گ@0€€ک@0€€My00©My00©My00©My00©گ@0€€ک@0€€My00…0$خœ '؛؛؛½غ Œ$fè³#Œ$‹$ !#'.02@·½!شے•€!شے•€!شے•€!شے•€شے•€ً8ً@ٌےےے€€€÷ً’ًً0ً( ً ًًB ًSً؟ثے ?ًےےhَ‘dع#iَ‘¼zjَ‘|Ukَ‘Vي««´چô±±آچ8*€urn:schemas-microsoft-com:office:smarttags€City€9*€urn:schemas-microsoft-com:office:smarttags€place€V*€urn:schemas-microsoft-com:office:smarttags €PersonName€http://www.microsoft.comikدذعفçêô÷ˆٹچ!)2@دذعفçêô÷ˆٹچ33´H) دذعفçêô÷ˆچدذٹچےےsarahsarahsarahsarahsarahsarahsarahsarahClare Winstanleyc W,ر ےm, ے¹ 4 ےب-îG¸5ے^â7 ے‰dْ9 ے،(قS ے‘Gaذ¸î،ےےےےےےےےےڑ%Na ےء1Wk ے„h„ک‏ئh^„h`„ک‏OJQJo(·ً„h„ک‏ئh^„h`„ک‏OJQJo(طً„h„ک‏ئh^„h`„ک‏.„h„ک‏ئh^„h`„ک‏o(-„h„ک‏ئh^„h`„ک‏OJQJo(طً„h„ک‏ئh^„h`„ک‏.„h„ک‏ئh^„h`„ک‏OJQJo(طًh„ذ„ک‏ئذ^„ذ`„ک‏OJQJo(‡hˆHطًگh„ „ک‏ئ ^„ `„ک‏OJQJ^Jo(‡hˆHoگh„p„ک‏ئp^„p`„ک‏OJQJo(‡hˆH§ًگh„@„ک‏ئ@^„@`„ک‏OJQJo(‡hˆH·ًگh„„ک‏ئ^„`„ک‏OJQJ^Jo(‡hˆHoگh„à„ک‏ئà^„à`„ک‏OJQJo(‡hˆH§ًگh„°„ک‏ئ°^„°`„ک‏OJQJo(‡hˆH·ًگh„€„ک‏ئ€^„€`„ک‏OJQJ^Jo(‡hˆHoگh„P„ک‏ئP^„P`„ک‏OJQJo(‡hˆH§ً„h„ک‏ئh^„h`„ک‏OJQJo(·ً„h„ک‏ئh^„h`„ک‏OJQJo(·ً ‰dْ9¹ 4ب-m,ڑ%Na^â7W,ر،(قSء1Wk‘Gaےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےے ےے ه†qmد)'7@y¦iـ~‏ذٹچے@€`\ŒP@ےےUnknownےےےےےےےےےےےےGگ‡z €ےTimes New Roman5گ€Symbol3&گ‡z €ےArial;گ€Wingdings?5گ ‡z €ےCourier New"1ˆًذhH[œH[œszF&ھ2&ھ2!ً¥ہ´´€4dآآ3ƒQًككHًے?نےےےےےےےےےےےےےےےےےےےےےyےےTENANTS SURVEYsarahc4 ‏ےà…ںٍùOh«‘+'³ظ0lگک°¼جطè ô (4 @LT\dنTENANTS SURVEYENAsarahS araNormal crm2rmMicrosoft Word 10.0@Fأ#@^‰ M’أ@ّOéS‏إ@ّOéS‏إ&ھ‏ےصحصœ.“—+,ù®0ّhp|„Œ”œ¤¬´ ¼×ن T2آA TENANTS SURVEYTitle ‏ےےے !"#$%&'()*‏ےےے,-./012‏ےےے456789:‏ےےے‎ےےے=‏ےےے‏ےےے‏ےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےRoot Entryےےےےےےےے ہFًw*T‏إ?€1Tableےےےےےےےے…WordDocumentےےےےےےےے4SummaryInformation(ےےےے+DocumentSummaryInformation8ےےےےےےےےےےےے3CompObjےےےےےےےےےےےےjےےےےےےےےےےےےےےےےےےےےےےےے‏ےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےےے‏ے ےےےے ہFMicrosoft Word Document MSWordDocWord.Document.8ô9²q