Slide 1 Newlon Housing Trust: Customer Satisfaction Surveys 2014/15 Q1-3

Slide 2 Contents Methodology Customer Satisfaction survey - Summary of key results - What drives overall satisfaction Repairs survey - Summary of key results Conclusions

Slide 3 Methodology Research programme consists of two telephone surveys: Customer Satisfaction, and Responsive Repairs. Fieldwork takes place on a quarterly basis, with 250 Customer Satisfaction, and 200 Repairs interviews completed each quarter. For the Customer Satisfaction survey we interview a sample of tenants with targets set by tenure type, while for the Repairs survey we interview tenants who have had a repair completed in the last 3 months. To ensure the results are representative of Newlon’s overall stock, the Customer Satisfaction data is weighted by tenure type (General Needs, Leaseholder, Intermediate rents) and no. of bedrooms (1, 2, 3, 4+). The Repairs data is also weighted by no. of bedrooms, as well as by contractor (Breyer, BSW Heating, R W Porter Electrical, and others). Interviewing for Q1 took place Jan- Feb 2014, Q2 interviewing in May 2014, and Q3 in Aug 2014

Slide 4 Customer Satisfaction Survey

Slide 5 Satisfaction with overall service Overall Service Satisfaction - Q1-3 Base: Q1-3 (757) BMG London benchmark: 67% HouseMark London average: 77% Bases as shown Overall Service Satisfaction – by wave 9%

Slide 6 Repairs and maintenance Base: Q1-3 (757) Bases as shown Satisfaction with repairs and maintenance – Q1-3 BMG London benchmark: 62% Satisfaction with repairs and maintenance - by wave 30% 10% 12%

Slide 7 Overall satisfaction with home/listening to customers Satisfaction with condition of home - Q1-3 Base: Q1-3 (757) BMG London benchmark: 73% 33% 40% 8%8% 10% 8%8% 73% 18% Satisfaction Newlon listens to views and acts upon them – Q1-3 BMG London benchmark: 55% 22% 19% 12% 13% 24%

Slide 8 Satisfaction with rent/service charge as value for money Satisfaction with rent as value for money - Q1-3 BMG London benchmark: 65% Base: Q1-3 (757) 37% 12% 19% Satisfaction with service charge as value for money – Q1-3 Base: Q1-3 (571)

Slide 9 Satisfaction by area TotalHackneyTower Hamlets HaringeyIslington Overall service Condition of home VFM – service charge VFM - rent Repairs & maintenance Listens & acts Significantly lower than Haringey (95% confidence level)

Slide 10 Satisfaction by tenure type TotalGeneral needsLeaseholdersIntermediate rent Overall service Condition of home VFM – service charge VFM - rent Repairs & maintenance Listens & acts Significantly lower than at least one other tenure type (95% confidence level)

Slide 11 Contact in last 12 months Contact with Newlon in last 12 months - Q1-3 Reason for contact - Q1-3 Q3: 74% GN: 81% Leaseholders / shared owners: 66% IR: 84% Base: Q1-3 (757): GN (515), Leaseholders / shared owners (163), IR (79) Base: Q1-3 (497): GN (326), Leaseholders / shared owners (110), IR (61) Q3: 62% GN: 63% Leaseholders / shared owners: 68% IR: 77%

Slide 12 Customer satisfaction with query handling Base: Q1-3 (497)

Slide 13 What drives service satisfaction? Source: STAR benchmarking service: Analysis of findings 2012/13, HouseMark March 2014

Slide 14 Responsive Repairs Survey

Slide 15 Rating of different aspects of the repair service Base: Q1-3 (602) 2013Q1Q2Q Significantly different to Q3 (95% confidence level) Satisfaction by wave

Slide 16 Appointment making and keeping Base: Q1-3 (602): Breyer (289), BSW (138), R W Porter (69), Others (106) Appointment convenient – Q1-3 Appointment kept – Q STAR: 79% Q3: 83% Significantly different to RW Porter (95% confidence level) Q3: 85%

Slide 17 Repair completed ‘right first time’? Repair completed ‘right first time’ – Q1-3 Q3: 70% Base: Q1-3 (602): Breyer (289), BSW (138), R W Porter (69), Others (106) Significantly different to RW Porter (95% confidence level)

Slide 18 Conclusions

Slide 19 Conclusions Key results for the Customer Satisfaction survey have remained in line with Q2, with scores remaining below what we have seen from other London organisations –There are significant differences in satisfaction by ward, with Haringey significantly outperforming the other wards where we can make a comparison (Tower Hamlets, Hackney, Islington) However, Repairs scores have improved from Q1, which indicates an upward trend in performance over time (especially when the results of the 2013 STAR survey are taken into account) Although they do not receive a repairs service, most contact from leaseholders and shared owners relates to repairs –There may be scope in future waves to look at what repairs leaseholders/shared owners are enquiring about Given the strong relationship between repairs and overall service satisfaction, we would expect the gains made in repairs to lead to increases in overall service satisfaction over time –There may also be scope in future waves to look at the views of those who are still waiting to have a repair done

Slide 20 Market Research Society Company Partner The provision of Market Research Services in accordance with ISO 20252:2012 The provision of Market Research Services in accordance with ISO 9001:2008 British Quality Foundation Member Investors in People Standard - Certificate No. WMQC 0614 Interviewer Quality Control Scheme (IQCS) Member Company Registered under the Data Protection Act - Registration No. Z