Tackling poverty & inequality through customer insight Getting to Know You 2 Friday 17 November 2017

Background Getting to Know You first carried out 2012/13. Invaluable information about tenants’ health, income, fuel costs, household size, ethnicity, languages and economic status. Sits outwith satisfaction surveys. Getting to Know You 2 2017 has provided: Accurate, up-to-date core demographic data about tenants and other household members. Evidence base for current business plan and focus for future activity.

Method Independent research Survey form All households By: Post Knocking on doors Telephone

Returns From 3,804 database: Interviewed 2,543 = 67% return rate Some challenge: Why does a housing association need to know my income, sexuality?

What we asked 27 questions Basic demographic information Communication preferences (language, large print) Health (wheelchair use, illness, chronic conditions) Online access Finance (income/expenditure, fuel bills, bank account) Requiring money advice Making choices about paying for heating, meals, children’s clothing and activities.

Results

Language 46 different languages spoken Mandarin/ Cantonese (15%) Polish (7%)

Internet access increased by 15% since 2013 Young people more willing to access services online

Financial inclusion has improved Bank Accounts 85% (2017) 76% (2013) Credit Union Membership 13% (2017) 11% (2013)

Amount spent on fuel bills has not changed much since 2013

Main income sources are similar to 2013

Only 58% say monthly income covers monthly expenditure

Getting to Know You 2 Where no children in the household, 64% say monthly income covers monthly expenditure. Where children in the household, 48% say monthly income covers expenditure. Those under 35 least likely to say their income covers their monthly expenditure (51%).

Getting to Know You 2 19% of people have chosen to miss meals or eat less because they can’t afford to buy food. Of those: aged 16-24 (32%) Unemployed (39%-42%) Income mainly benefits (28%)

Getting to Know You 2 Of households with children, % going without all year/often/sometimes: Clothes – 19% Shoes – 18% Food – 10% Hobby or sport – 27% School trip – 28% Family holiday – 37% Pocket money – 25%

Reporting of ill health and disability increased by 20%

Prevalence of health condition or disability associated with age Do you or anyone else in your household have any of the following conditions which have lasted, or are expected to last, at least 12 months? By age 16-24 25-34 35-44 45-54 55-60 60-64 65-74 75-84 85 plus Base 96 279 342 453 297 183 322 150 57 No condition 63% 71% 53% 38% 23% 21% 9% Mental ill health 15% 22% 27% 31% 24% 10% 7% 4% Mobility/ physical disabilities - 5% 32% 28% 42% 34% 46% A learning disability 0% 1% A learning difficulty 2% 3% Blind or visually impaired 19% Profoundly deaf or hearing impaired 8% 18% Dementia/ Alzheimer’s 14% Being frail due to old age 16% 39% Drug/ Alcohol dependency A chronic disease 13% 25% 30% Other condition 17% 11% Prefer not to say 6%

Key findings The diversity of the different QCHA neighbourhoods remains clear and should be considered in all activities Significant increases in internet usage have occurred and this is likely to continue. Online services should be developed…but not for all Positive changes have been made in relation to financial inclusion and the financial benefits seen in relation to the Ecopod system However, many QCHA tenants are still struggling financially and choosing not to heat and/ or eat due to lack of money There has been a significant increase in reporting of health/disability issues. The support required for these tenants and the implications of this on services should be considered

Response

Getting to Know You 1 & 2 has made us think differently We had to ask ourselves…. What’s our role in tackling national issues like health and poverty? How should we work with others to improve tenants’ lives?

Planning & Investment Business Planning Shaped two business plans Financial inclusion support Rent setting context Housing services redesign Challenge of Universal Credit

Planning & Investment Investment in homes Three massive programmes to help reduce fuel poverty. Tenant involvement Participation Strategy Residents Task Force TIS scrutiny accreditation

Equality, Diversity Review social regeneration activities: Digital inclusion Sharing Lives, Sharing Spaces – linking with Chinese community Job clubs, youth clubs, homework and art clubs Community gardens.

Health & Wellbeing Older people’s strategy Extra support for older tenants to reduce isolation e.g. Stag Group. At the table of health & social care integration in Glasgow Staff training e.g. dementia awareness Partnerships: Community Connectors Diabetes Scotland

Health & Wellbeing 15% of people dealing with mental health issues Expand Queens Cross East services Integrated support such as partnership with Flourish House Café

Strategic Partnerships A Charter to Challenge Poverty

Strategic Partnerships

Strategic Partnerships Community Café in partnership with mental health charity, Flourish House

Questions