West Warwick Housing Authority Strategic Plan 2017 Stakeholder Survey Results West Warwick Manor

Purpose To obtain continuous feedback from our stakeholders To identify what the issues are with our stakeholders To show we care To correct deficiencies To build on strengths

Methodology Customer Satisfaction Surveys were hand- delivered to apartments by staff at both West Warwick Manor and Clyde Tower 100 @ West Warwick Manor 85 @ Clyde Tower Residents could deliver to the office or mail in Completely anonymous

Survey Response Rates Stakeholder Group Surveys Distributed Returned West Warwick Manor 100 68 68% Clyde Tower 85 44 52% Section 8 Residents 34 34% Section 8 Landlords 21 24% Local Elected Officials 10 3 30% Local Appointed Officials 5 1 20%

Survey Demographics West Warwick Manor How long have you lived at the property: <1 Year 8 13% 1-5 Yrs 21 33% 6-10 Yrs 17 27% >10 Yrs 18 28% What is your age: 50’s 14 22% 60’s 70’s 19 30% 80’s 16 25% What is your gender: Male 20 Female 47 70%

Overall Satisfaction: How satisfied are you with . . West Warwick Manor Total Responses Very Satisfied VS/S Combo D VD Your Unit/Apartment 66 37 56% 26 39% 63 95% 2 3% 1 1.5% Your Building 60 25 42% 30 50% 55 92% 4 6% 1.6% Your Neighbor 62 20 32% 29 47% 49 79% 11 17% Property Management 61 41% 28 46% 53 87% 3 5% 5 8%

Maintenance & Repair West Warwick Manor Never Called 1-2 Times 3-4 X > 4 Over the last year, how many times have you called for maintenance 7 11% 41 64% 15 23% 1 2% Non-emergency work was usually completed in: < 1 wk 46 98% 1-4 wks >4 wks 17 27% Emergency work was usually completed in: <6 hrs 21 81% 6-24 hrs 4 15% >24 hrs 4% 38 59%

Maintenance & Repair West Warwick Manor # Responses Very Satisfied VS/S Combo Dis/ Very Dis Did Not Answer Based on your experience, how satisfied are you: How easy it was to request a repair 65 42 65% 21 32% 63 97% 2 3% How well the repairs were done 64 44 69% 16 25% 60 94% How well you were treated by person you contacted 61 45 74% 14 23% 59 96% How well were you treated by repairman? 47 77% 11 18% 58 95% 3 5%

COMMUNICATION: Management provides you information about : West Warwick Manor #R Strongly Agree SA/A Combo D SD DNA Maintenance & repairs (water/ boiler shut-offs, etc) 63 21 33% 34 54% 55 87% 5 8% 3 5% Rules of your lease 58 22 38% 32 55% 54 93% 2 3.4% Meetings and Events 60 20 30 50% 50 91% 6 10% 4 7%

Communication West Warwick Manor Do you think Management is: # Responses Strongly Agree SA/A Combo Disagree Stronly Did Not Answer Do you think Management is: Responsive to your questions and concerns 60 27 37% 25 42% 52 79% 8 13% 3 5% 2 3% Courteous and professional 59 28 48% 24 41% 89%

Safety How safe do you feel from crime: West Warwick Manor # Responses Very Satisfied VS/S Combo Unsatisfied UnSat Did Not Answer In your unit/apartment 65 37 57% 26 40% 63 97% 2 3% In your building 62 22 35% 42% 48 77% 10 16% 4 6% In your parking area 18 29% 25 43 69% 14 22% 5 8% 1 1%

Safety Do you feel that any of the following contribute to crime in your property: Bad Lighting Residents don’t care Bad resident screening Vacant Units Location of Property Police Don’t Respond Other 12 16% 18 24% 26 2 3% 11 14% 5 7% If residents break the rules, does management take action? Yes 19 31% No 13 21% Don’t Know 29 48% Very Effective Ineffective If management does take action, how would you rate it? 23% 40% 10 8 17%

Housing property appearance How satisfied are you with the upkeep of the following areas in your property: West Warwick Manor Total Responses VS S VS/S Combo D VD DNA Common Area (hallways, walkways, stairways) 63 21 33% 29 46% 50 79% 10 16% 2 3% 1 2% Exterior Building 61 23 38% 31 52% 54 90% 3 5% Parking Areas 58 56% 50% 6 10% Community Rooms 60 26 43% 27 45% 53 88% 4 7%

Housing Property Appearance How often, if at all, are any of the following a problem in your property: West Warwick Manor Total Responses Never Some Times N/ST Combo Most of Time Always Abandoned vehicles 59 44 75% 15 25% 100% Broken glass 56 48 86% 8 14% Grafitti 52 88% 6 10% 58 98% 1 2% Rodents/Insects 43 74% 26% Trash/Litter 32 57% 19 34% 51 91% 4 7%

Recommendation West Warwick Manor Yes No Would you recommend your development to a family member or friend? 37 85% 10 15%