Housing Service Satisfaction Survey

We asked all residents living in temporary accommodation for their views on the service that we provide. In particular, we wanted to understand whether residents were satisfied with their experience of communicating with the Housing Service online, by telephone, in person or by letter.

In addition, the Housing Service also wanted to understand residents’ preferred methods of communication and any barriers that may prevent the utilisation of the online services that we provide.

The survey closed on 25 February 2022 and we received 300 submissions.

Reason and method of service interaction

• Just under a quarter of respondents (23 per cent) said that they last contacted the Housing Service about a homeless application, 20 per cent said they made contact about unsuitable temporary accommodation, and 19 per cent said repairs.
• Over half (58 per cent) of the respondents said they last contacted the Housing Service by telephone.
• Respondents who chose not to make contact online were asked to explain why, and the top three comment themes were: lack of response, prefer telephoning the service, and prefer to speak to someone.

Resident service satisfaction

• Just under half (48 per cent) of respondents indicated that they agreed or strongly agreed that they were satisfied with the service that they received in person. 20 per cent of respondents disagreed or strongly disagreed with this statement.
• 57 per cent of respondents said that they agreed or strongly agreed that they were satisfied with the telephone service that we provide. A quarter of respondents disagreed or strongly disagreed with this statement.
• 36 per cent of respondents said that they agreed or strongly agreed that they were satisfied with the online service that we provide. 19 per cent of respondents disagreed or strongly disagreed with this statement.
• 44 per cent of respondents indicated that they agreed or strongly agreed that they were satisfied with the Housing letters and assessments that they had received from us. Just under a quarter (24 per cent) disagreed with this statement.

Virtual appointments and webchat

• Over half (56 per cent) of the respondents said that they would find the offer of a virtual appointment very helpful or helpful. Whilst 13 per cent of respondents said that they would find the offer of a virtual appointment unhelpful or very unhelpful.
• A total of 42 per cent of respondents said that they would find a webchat function a useful method of interaction.

To extract further detail and gather additional service improvement suggestions, two temporary accommodation resident focus groups were held on 24 and 26 May 2022. The feedback received from the survey and the focus groups will inform future service improvement projects.

To identify how our service is progressing, we will also continue to conduct an annual temporary accommodation satisfaction survey and gather feedback on the areas that require further improvement.