Consultation Survey

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Local Offers Consultation - 2014/15Local Offers Consultation - 2014/15Local Offers Consultation - 2014/15Local Offers Consultation - 2014/15

1. Survey Date

2. Venue Name

3. Customer Information

1. What is your preferred method of contacting HfN?

2. When you ring HfN, what is the most important to you?

1. Customer and Survey Information

Name:

Address 1:

Address 2:

Town:

Postal Code:

Email Address:

Phone Number:

2. Customer Service

No Preference nmlkj

Telephone nmlkj

Internet (Website / Facebook) nmlkj

Office Visit nmlkj

Home Visit nmlkj

Other (please specify)

nmlkj

55

66

Your call is answered quickly nmlkj

A full answer without the need to be transfered to anyone else nmlkj

Other (please specify)

nmlkj

55

66

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Local Offers Consultation - 2014/15Local Offers Consultation - 2014/15Local Offers Consultation - 2014/15Local Offers Consultation - 2014/153. If you could choose only one thing to improve customer service at HfN, what would it be?

1. What is your preferred method to receive information from us?

2. Would you use the internet to access our services or to receive information from us? This would include HfN's Website, Facebook and Twitter pages.

3. Would you like to get involved in helping us improve our tenant's newsletter, Your News?

3. Communications

4. Involvement

Quicker responses to all enquiries nmlkj

Improved handling of customer complaints nmlkj

More flexible opening times nmlkj

Other (please specify)

nmlkj

55

66

Letter nmlkj

Email nmlkj

Text nmlkj

Face to Face (Meetings) nmlkj

Tenants Newsletter ­ Your News nmlkj

Other (please specify)

nmlkj

55

66

Yes nmlkj No nmlkj

Yes nmlkj No nmlkj

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Local Offers Consultation - 2014/15Local Offers Consultation - 2014/15Local Offers Consultation - 2014/15Local Offers Consultation - 2014/151. What prevents you from getting involved with us? Please tick as many of the following that may apply:

2. What one thing could we do to encourage you to get involved?

3. How would you like to be involved? Please tick as many options that may apply to you:

4. How important is it to you that we feedback to you where your views have made a difference?

Not Interested gfedc

Dont have time gfedc

Lack of knowledge / skills gfedc

Times/Locations of meetings gfedc

Attitude of other tenants already involved with us gfedc

Its a waste of time as you do not listen to tenants gfedc

Other (please specify)

gfedc

55

66

Offer a range of different ways to share your views nmlkj

Provide childcare costs nmlkj

Provide transport costs nmlkj

Provide training nmlkj

Offer incentives nmlkj

Listen and act on your views nmlkj

Completing surveys gfedc

Providing views online via Facebook gfedc

Becomming a Mystery Shopper gfedc

Joining the Customer Scrutiny Panel gfedc

Joining a Focus Group gfedc

Attending regular meetings gfedc

Very important nmlkj Not really important nmlkj

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Local Offers Consultation - 2014/15Local Offers Consultation - 2014/15Local Offers Consultation - 2014/15Local Offers Consultation - 2014/155. What is your preferred method for us to feedback to you?

1. If you were to report Anti­Social Behaviour (ASB), how often would you like to be updated on the progress of the case?

2. If we could improve only one element of the area where you live, what would it be?

3. On a scale of 1­5 (5 being very happy and 1 being very unhappy), how do you feel about the condition of your estate?

4. Do you know who your Neighbourhood Liaison Officer (NLO) is?

1. Do you know how to apply for a home?

2. Have you used the Homefinder Service before?

5. Neighbourhood

6. Tenancy

Via Letter nmlkj

Via Text nmlkj

Via the Internet (Website/Facebook/Twitter etc) nmlkj

Via the tenants Newsletter ­ Your News nmlkj

Every Week nmlkj Every 2 Weeks nmlkj Monthly nmlkj

Making better provision for car parking nmlkj

Cleaning of dog fouling nmlkj

Keeping the area clearer from litter nmlkj

Improving grounds maintenace nmlkj

Other (please specify)

nmlkj

55

66

1 nmlkj 2 nmlkj 3 nmlkj 4 nmlkj 5 nmlkj

Yes nmlkj No nmlkj

Yes nmlkj No nmlkj

Never used nmlkj Used in the last 6 months nmlkj Used in the last 12

months nmlkj Used over 1 year ago nmlkj

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Local Offers Consultation - 2014/15Local Offers Consultation - 2014/15Local Offers Consultation - 2014/15Local Offers Consultation - 2014/153. If Yes, how satisfied were you with this service on a scale of 1 ­ 5 (5 being very happy and 1 being very unhappy)

4. Have you used HfN's Money Advice Service before?

5. If Yes, how satisfied were you with this service on a scale of 1 ­ 5 (5 being very happy and 1 being very unhappy)

6. If No, is anything stopping you from accessing the Money Advice Service? Please tick as many of the following that may apply:

7. Do you know that we can help new tenants with furniture?

8. Do you think we should be offering the furniture service to all tenants?

1. Did you know that we had a complaints policy

2. Have you reported a complaint in the last 12 months?

3. If Yes, how often do you think we should keep you updated?

7. Customer Complaints

1 nmlkj 2 nmlkj 3 nmlkj 4 nmlkj 5 nmlkj

Never Used nmlkj Used in the last 6 months nmlkj Used in the last 12

months nmlkj Used over 1 year ago nmlkj

1 nmlkj 2 nmlkj 3 nmlkj 4 nmlkj 5 nmlkj

Didnt know about the service gfedc

Didnt know what help could be given gfedc

Worried about confidentiality gfedc

I am not interested in this type of help gfedc

Yes nmlkj No nmlkj

Yes nmlkj No nmlkj

Yes nmlkj No nmlkj

Yes nmlkj No nmlkj

Every 3 days nmlkj Every week nmlkj Every 2 weeks nmlkj Monthly nmlkj

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Local Offers Consultation - 2014/15Local Offers Consultation - 2014/15Local Offers Consultation - 2014/15Local Offers Consultation - 2014/154. Please rate the following in order of importance (with 5 being the most important and 1 being the least)

1. Please rate the following in order of importance (with 5 being the most important and 1 being the least)

2. Would you prefer we spend money on improving the estate you live on rather than your home?

1 2 3 4 5

Acknowledgement of complaint within 24 hours

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Regular updates and information on complaint progress (if any)

nmlkj nmlkj nmlkj nmlkj nmlkj

Thorough investigation of complaint

nmlkj nmlkj nmlkj nmlkj nmlkj

Complaint dealt with within 10 days

nmlkj nmlkj nmlkj nmlkj nmlkj

Invitation for complaint to be reviewed if you are unhappy with the outcome

nmlkj nmlkj nmlkj nmlkj nmlkj

8. Asset Management

1 2 3 4 5

Having modern kitchens and bathrooms

nmlkj nmlkj nmlkj nmlkj nmlkj

Having secure doors and windows

nmlkj nmlkj nmlkj nmlkj nmlkj

Property that is wind and water tight

nmlkj nmlkj nmlkj nmlkj nmlkj

Property that is easy and affordable to keep warm

nmlkj nmlkj nmlkj nmlkj nmlkj

Feeling safe in your neighbourhood

nmlkj nmlkj nmlkj nmlkj nmlkj

Yes nmlkj No nmlkj

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Local Offers Consultation - 2014/15Local Offers Consultation - 2014/15Local Offers Consultation - 2014/15Local Offers Consultation - 2014/153. Would you prefer we reduced the amount of money we spend on actual improvements to your home to allow us to then decorate when we have finished?

1. When we respond to a repair request, which is the most important to you ?

2. When would you prefer repairs to be carried out?

3. Would you find it convenient booking gas service appointments online?

4. Would you be prepared to pay for small DIY services such as fitting shelves, moving furniture etc?

1. Do you find the quarterly rent statements useful?

2. When would you prefer to receive your rent statements?

3. How would you prefer to receive your rent statement?

9. Repairs and Maintenance

10. Finance

11. Northumberland County Council (NCC)

Yes nmlkj No nmlkj

Sending an operative out as quickly as possible nmlkj

Doing the work by appointment nmlkj

Doing the repair right first time ­ even if this means a longer wait nmlkj

During the day, Monday to Friday nmlkj

Early evening, Monday to Friday nmlkj

On a Saturday nmlkj

Yes nmlkj No nmlkj

Yes nmlkj No nmlkj

Yes nmlkj No nmlkj

Quarterly nmlkj

Half Yearly nmlkj

Yearly nmlkj

By Post nmlkj

By Email nmlkj

Online (Via the website) nmlkj

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Local Offers Consultation - 2014/15Local Offers Consultation - 2014/15Local Offers Consultation - 2014/15Local Offers Consultation - 2014/151. Do you know that NCC is your Landlord and HfN are the management agent?

2. Do you think NCC knows how HfN are managing your homes and services on their behalf?

3. Do you think you should be able to talk directly to NCC about your housing services?

Yes nmlkj No nmlkj

Yes nmlkj

No nmlkj

Yes nmlkj

No nmlkj

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Homes for Northumberland Customer Profile Form To help us to provide you with the best possible service, we would appreciate you taking the time to complete this form.

Homes for Northumberland want to provide a service that meets the needs of all our customers. For us to be able to achieve this, we need to know about you, for example whether you have a disability or, if English is not your first language.

There are two types of information that we gather

Personal data; Information that enables us to adapt our services to meet the needs of individual customers

Our staff will be able to see information that tells them if a customer needs their letters to be in large print, a chaperoned visit or if we need to telephone them in the evenings only. It all helps us to provide a better service

Sensitive personal Data; Information that we use only for statistical purposes to make sure that our customers access our information

Sensitive personal information about sexual orientation, faith etc. will only ever be used for statistical purposes and staff will not have access to it

You may have concerns about giving information in case it should fall into the wrong hands.

The information will be held on both computerised and manual files. The data may be disclosed to other organisations or individuals but only in the interests of improving our services or in accordance with statutory requirements. This may include the prevention of fraud or a crime

Homes for Northumberland recognise that the Data protection act is an important piece of legislation that protects your rights as an individual in respect to any personal information that we keep about you. Homes for Northumberland is registered with the Information Commission as a Data controller under the Data Protection Act, this ensures that our practices in handling you’re personal information complies fully with the Data Protection Act 1998 under notification requirements.

Confirmation and declaration

I confirm that I have read and understood the Section entitled Data Protection. Yes No I consent to the uses and disclosures outlined in this section Yes No signed………………………………………. Date…………………………….

Information about you and your household

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Full Name Address And Postcode

Is there a Joint tenant Yes No Name (including your relationship)

You Partner

Title (for example: Mr Mrs, Miss or Ms Etc.) First Name Surname or Family Name Date of birth Home Phone Number (Inc. Area code) Work Phone Number Mobile phone number Textphone number (Where you have one) Email address

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What is your relationship status? Single Married Living with partner Civil Partnership Separated Divorced Widowed Other people living in your home Children (children age aged between 0 – 17) 1st child 2nd child 3rd child 4th child First name Surname boy/girl Date of birth

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Please give detail of any other people who live in your home (apart from children) First person second person third person Name Relationship D.O.B. Mobile number email Keeping in touch Homes for Northumberland are looking at more effective ways of communicating with our customers, whether it is to send out a survey or rent statements we want to offer the most cost efficient and best service for our customers. What it the best time of the day for use to contact you? You Partner Any time Morning Afternoon Evening before 8:00pm

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What is the best way you would like us to contact you You Partner Letter Home Telephone Mobile Telephone Work Telephone Textphone Text message Email Home visit If home visit, would you like us to use a password? Yes No Receiving Information Would you like us to? Translate information into another non English Language Please stat which language Send copies out in Brail Send copies out using a CD/Audio cassette Large print (please give details below) Font Size Colour of paper

Send copies out in Braille

Please state which language

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You and your household. In this section we ask for personal information that you may find sensitive. You have the right to refuse to answer any particular question, but we would be very grateful if you can answer as many questions as you can. This information is used for improving our services and statistical information only. You partner Other Full time employment (24 hrs. plus per week) Part time work (less than 24hrs. per week) Self employed Job Seeker Allowance Government Training Full time Student Long term sick Disability allowance Retired Prefer not to Say Do you have a bank Account? Yes No Do you have access to the internet? Yes No

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Disability Do you consider yourself or any household members to have a disability?

You Partner Other Yes No Prefer not to say If yes please tick all that applies You Partner Other Physical Impairment such as difficulty using your arms and legs Mobility Issues so that you use a wheelchair or crutches registered as blind registered as Deaf Mental Health condition such as depression or schizophrenia Learning disability Long standing illness or Health condition

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Please give details of any support needs that you have to ensure you can access services. You partner other I have a carer I have difficulties with steps and stairs I use a walking aid - frame, sticks etc. I need accessible parking, toilets etc. I need a BSL interpreter I need a deaf/blind interpreter I cannot hear knocking or door bell I lip read I take longer to answer the door Any Other Support needs (please write below)

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Religion or Belief Do you consider members of your household to be? You Partner Other Atheist Buddhist Christian Hindu Jewish Muslim Sikh No faith or belief Other Through your faith, is there any access issue that we should be aware of? For example is there a shrine or prayer room in your home, or staff should wear shoe coverings when visiting your home Yes No If yes please give details below

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Ethnic background

Do you consider the members of your house hold to be?

White You Partner Other

British

English

Irish

Scottish

Welsh

Any other white background (please specify)

Asian

Asian British

Bangladeshi

Indian

Pakistani

Any other Asian background (please specify)

Black

Black British

African

Caribbean

Any other Black background (please specify)

Chinese or other Ethnic group If other please specify _____________________________________________________________

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Travelling Community

Gypsy/Roma

Traveller of Irish Descent Other member of the Travelling community If other, Please specify

______________________________________________________________________

Thank you for completing this form.

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