The Service User satisfaction survey 2009 was circulated to everyone using our support services. Our Quality Consultants were involved in the design of the questionnaire to ensure it was user friendly and could be completed. It was also designed following feedback from previous years and based on what we need to collect for our funders and regulators. The aim of the survey is to find out about all service users’ experiences and gain their views on the services they receive from Southdown. A separate property related survey for tenants only and a survey of Learning Disability Registered Care Services were also carried out in 2009, details of which are also included below.
In comparison to the national picture Southdown service users have a higher than average overall satisfaction level. In the 3 areas the Tenant Service Authority focus on we are significantly higher than the average.
905 surveys were sent out and 331 returned which represents a 37% return rate.
In comparison to previous years this is how we scored:
| Southdown | 2006 % | 2007 % |
2008 % |
2009 % |
| Satisfaction with overall service | 98.28 | 95.86 | 91.27 |
97.84 |
| Satisfaction with opportunities for participation | 95.20 | 97.64 |
We are pleased that the overall satisfaction rate has risen to 97.84% this year and we have measured our performance against other housing associations in the South of England. Their average was 92%.
It is important that we do not become complacent and we intend to make improvements:
Areas for Improvement in 2010/11
1. We will improve next year’s survey return rate to 42%
2. We will improve communication about Action Plans and reviews
3. We aim to increase the number of people who identify support reduction (move on to full independence) as an area they have worked on in their Action Plans
4. We aim to increase the number of people who have identified work and learning as part of their Action Plans
5. We will distribute information on ‘How To Get Involved’ every 6 months
6. We are in the process of reviewing SHAring magazine to ensure accessibility and relevance
7. We need to increase self referrals to our services by making information available to service users’ friends and families
8. We will identify ways of improving the survey return rate from BME service users
We will keep you informed about the progress made and any obstacles we have faced. Watch this space.
Tenant Satisfaction Survey 2009
As referred to above and to complement the service user satisfaction survey we carried out a mini survey to hear specifically from tenants about any additional work you thought the Property Services team ought to look at.
The results of the survey are very positive and generally no further action is needed to improve performance. However we will ensure that we attend to the areas for improvement you listed.
Satisfaction with Property Services
| Good/Satisfactory | Poor | |
| Contact with Property Services | 97% | 3% |
| Response Times | 93% | 7% |
| Standard of Works | 98% | 2% |
| Contractor Performance | 98% | 2% |
Areas for Improvement in 2010/11
1. We will ensure that all property related work identified by tenants is either part of the Responsive Repairs or Planned Works programme and that we will write to tenants with timescales for completion.
2. Any work requested and not in either of these two programmes be investigated and tenants informed of the outcome.
Learning Disability Registered Care Services Survey 2009
As referred to above, this survey was carried out and based on the areas that research from ’Valuing People Now’ found important:
• Inclusion
• Personalisation
• Having a life
• Citizenship
Overall there was a very high satisfaction level with the services provided and only 2 people said they wanted to move on. One wanted to move back to her family and another said they would prefer not to share with current housemate.
Satisfaction with Registered Care Services
Having a say in how you are supported
Residents meetings to say what you want Yes 88% No 12%
Personalisation
Planning for and getting the life you want
Do you have a person centred plan Yes 100% No 4%
Do you choose to stay living where you are Yes 96% No 4%
Being healthy and doing things
Health Action Plan Yes 100% No 2%
Regular health checks Yes 98% No 2%
Choose what to do during the day Yes 59% No 0% Some of the time 41%
See friends and family when I want to Yes 67% No 0% Some of the time 33%
Belonging to your community
Feel safe when out Yes 96% No 4%
Feel safe at home Yes 100% No 0%
Use public transport with staff or car to go out Yes 100% No 0%
Areas for improvement in 2010/11
1. We will carry out a review to identify with managers how we can improve what residents can do during the day.
2. We will improve opportunities for residents to see more of their family and friends where possible.
3. We will work on how to make person centred plans more accessible.
4. With assistance from the training department we will continue to improve the way we communicate with residents.
5. We will work with involving more service users in recruitment of staff.