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

2. 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

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

4. 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%

5. 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%

6. 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%

7. 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%

8. 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%

9. 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%

10. 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%

11. 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%

12. 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%

13. 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%

14. 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%

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