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

2. 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 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.

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

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

5. 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.

6. Results

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

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

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

10. Amount spent on fuel bills has not changed much since 2013

11. Main income sources are similar to 2013

12. Only 58% say monthly income covers monthly expenditure

13. 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%).

14. 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 (32%)
Unemployed (39%-42%)
Income mainly benefits (28%)

15. 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%

16. Reporting of ill health and disability increased by 20%

17. 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%

18. 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

19. Response

20. 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?

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

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

23. 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.

24. 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

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

26. Strategic Partnerships
A Charter to Challenge Poverty

27. Strategic Partnerships

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

29. Questions