Newydd Housing Association Tenant Satisfaction Survey 2009 A CHANCE TO WIN £100 !!!! PLEASE READ THESE INSTRUCTIONS CAREFULLY BEFORE COMPLETING THE QUESTIONNAIRE 1.  The questionnaire should be completed by the tenant at this address, or their partner/spouse or carer. 2.  Please check you have answered all the questions that apply to you. 3.  Please either return the completed questionnaire in the freepost (no stamp required) envelope provided, drop it in to your local Newydd office or give it to your Housing Officer/Assistant. 4.  To be eligible for the prize draw to win one of ten £100 prizes, you will need to ensure you have filled out all the relevant questions, checked that the name and address at the beginning of the survey is correct, and that you have returned the completed survey to the Association. 5. No personal information will be shared with third parties - the information you provide will only be used to improve the services you receive from the Association. 6. You can complete this survey online at www.newydd.co.uk 7. If you require translation facilities or information in other languages or formats, including Welsh, Braille, large font or on CD or tape then this is available on request. You are also able to use our Language Line service to speak to someone in your preferred language. Please contact your local Newydd office for details. 8.  We understand that some questions may be of a sensitive nature.  If you have any queries about the questions in this form, or if you would like help in completing this form, then please speak to a member of staff at your local Newydd office.

INFORMATION ABOUT YOUR HOUSEHOLD Building up a picture of each household allows us to assess which groups of tenants are satisfied with their home and services provided by Newydd Housing Association.
Q1 What is your name?		Q2 What is your address?

Q3 Which is your nearest town?   Barry   Newtown Pontypridd   Llantwit Major Penarth   Cowbridge Ely   Talbot Green Aberdare   Gilfach Goch Glynneath   Tongwynlais
Q4 What is your postcode?

Q5 Which is your nearest Newydd office?   121 Broad Street, Barry, Vale of Glamorgan Trem-y-Cwm, Rhydyfelin, Pontypridd St David's House, Newtown There isn't one near Q6 What is your telephone number (mobile or landline) if you have one?

Q7 Do you have access to email at home?   Yes No Q8 Do you have access to the Internet at home?   Yes No Q9 What is your email address (if you have one)?

EQUALITIES INFORMATION Newydd Housing Association (and our Contractors) are committed to providing equal opportunities for everyone when providing services and in our role as an employer.  The purpose of the form is to monitor the equality and effectiveness of the way we deliver services and to continually improve our policies and practices.   Q10 To which of these groups do you consider you belong? (Tick one answer) WHITE GROUP   British   Greek Cypriot   Kosovan Welsh   Turkish   Albanian Irish   Turkish Cypriot   Bosnian Scottish   Italian   Croatian English   Irish Traveller   Serbian Cornish   Gypsy/Romany   Mixed White Cypriot   Polish   Other White European / European Unknown Greek   Former USSR republics   Any other White background
If "Other" please specify
Q11 MIXED GROUP   White and Black Caribbean   White and Chinese   Black and White White and Black African   Black and Asian   Asian and Chinese White and Asian   Black and Chinese   Any other Mixed background
If "Other" please specify

Q12 ASIAN OR ASIAN BRITISH   Indian   Punjabi   Sinhalese Pakistani   Kashmiri   Caribbean Asian Bangladeshi   Sri Lankan   Any other Asian background Mixed Asian   Tamil
If "Other" please specify
Q13 BLACK OR BLACK BRITISH   Caribbean   Mixed Black   Any other Black background African   Nigerian   Somalia   Black British     If "Other" please specify     Q14 OTHER ETHNIC GROUP   Chinese   Japanese   Malaysian Vietnamese   Filipino   Other ethnic group
If "Other" please specify

Q15 What format would you like to to receive information from the Association in? (Tick as many answers that apply)   English Welsh LARGE PRINT Urdu Other   If "Other" please specify: Q16 The Disability Discrimination Act 1995 (DDA) defines disability as a ‘physical or mental impairment which has a substantial and long term adverse effect on a person’s ability to carry out normal day-to-day activities. Do you consider yourself to have a disability according to the terms given in the DDA?   Yes - I am a registered disabled person Yes - I am a non registered disabled person No - I have no known disability Prefer not to say

Q17 Please indicate the type/s of impairment which apply to you:   Mobility Visual Mental Health Condition Learning Difficulty Hearing Long standing illness or health condition Prefer not to say Other   If other, please state:

Q18 Do you or any members of your household have any special requirements that we may need to know about? (Tick as many as apply)   No Hearing problems - please ensure you knock loudly when visiting Hearing problems - can only use sign language Sight problems - please make any visiting officers aware Mobility problems - please ensure you wait a long time after knocking at the door Please only allow male officers to visit me Please only allow female officers to visit me Never in during the day - need to visit after 5pm Difficulty with reading - may need assistance Difficulty with writing - may need assistance Where possible, please ensure you telephone before visiting

Q19 If you have ticked any of the above, are you happy for us to let our contractors know (so that they can take account of your needs when contacting you)?   Yes No

Q20 What age are you?   Under 25 25-34 35-44 45-54 55-64 65+ Prefer not to say

Q21 With what religion, faith or belief would you describe yourself?   Buddhist Christian Hindu Jewish Muslim Sikh No Religion Prefer not to say Other   If "other", please state

Q22 How do you describe your sexual orientation?   Bisexual Gay Man Gay Woman/Lesbian Heterosexual/Straight Other Prefer not to say Q23 What is your gender?   Male Female Prefer not to say Q24 Is your gender identity the same as the gender you were assigned at birth?   Yes No Prefer not to say

Q25 Do you live and work full time in the gender role opposite to that assigned at birth?   Yes No Prefer not to say Q26 A number of participants at our events have expressed concern about being referred to as "Residents" or "Tenants". Which do you prefer to be referred to as?   Tenant Resident Something else   If you ticked "Something Else" , please indicate what you prefer:

GENERAL SATISFACTION QUESTIONS We ask these questions to be able to assess whether we are improving services Q27 Taking everything into account, how satisfied or dissatisfied are you with services provided by Newydd Housing Association? (Tick one answer)   Very Satisfied Fairly Satisfied Neither Fairly Dissatisfied Very Dissatisfied

Q28 Overall, how satisfied or dissatisfied are you with the following?   Very satisfied   Fairly satisfied   Neither   Fairly dissatisfied   Very dissatisfied   The overall service provided by Newydd Housing Association           The overall quality of your home           The general condition of this property           This neighbourhood as a place to live           Value for money for your rent           The way enquiries are dealt with generally by Newydd         Q29 Overall please say how much you agree or disagree with the following statements:   Strongly agree   Partially agree   Partially disagree   Strongly disagree   You feel safe in your community         You feel part of your community         You feel proud of your community         My home is in a convenient location         My home is well-designed for my family's needs

Q30 Have you reported anti-social behaviour to the Association in the last 12 months?   Yes No Q31 If you answered yes to the above question, please rate your satisfaction with the anti-social behaviour service:   Very good Fairly good Neither Fairly poor Very poor Can't remember

Q32 Do you think the anti-social behaviour service from Newydd has improved in the past year?   Yes No Don't know

SUPPORT SERVICES We ask these questions to ensure that our partners who provide support are giving you the best service
Q33 Do you receive support from any of the providers listed below:   Trothwy Taff Housing Association Gofal Housing Trust Wallich DRIVE Compass Llamau Foundation Housing Lifeways Opportunity Housing Trust Tai Hafan No, I don't receive support Other   If you ticked "Other", please state here who you receive support from		Q34 Are you satisfied with the support you receive to maintain your tenancy?   Yes No

ESTATE SERVICES We ask these questions to see how the Contractors who may provide services on your estate are performing
Q35 Does one of Newydd's contractors carry out grass cutting and estate services where you live?   Yes   No   I don't know   Q36 Are you happy with the service the contractor provides?   Very satisfied Satisfied Not satisfied		Q37 Which contractor works on your estate? (Tick one answer)   Trinder Grounds Maintenance Wales Avian Jason Boxall I don't know

CUSTOMER SERVICE QUESTIONS We are asking these questions to help us improve our customer service to you
Q38 Have you contacted Newydd within the last 12 months?   Yes   No   Can't remember   Q39 How did you contact the Association? (Tick one answer)   Phoned Visited office Wrote E-mailed Other Can't remember   If "Other" please specify:		Q40 What would be your most preferred way to contact the Association? (Tick one answer only)   By phone By visiting the regional office By someone from Newydd coming out to visit me in my home By someone from Newydd being regularly available on my estate/in the area By letter/post By email

Q41 What did you last contact about? (Tick as many as apply)   Repairs Rent/housing benefit Moving to a new house Neighbours / anti-social behaviour issue Gardens/Communal areas problem Other Can't remember   If "Other" please specify: Q42 Did you find staff...?   Helpful Unhelpful Neither Can't remember

Q43 And were they able to deal with your problem?   Able Unable Neither Can't remember Q44 Were you satisfied with the final outcome of your call?   Satisfied Dissatisfied Neither Can't remember

REPAIRS We ask these questions to ensure that our repairs service is continuing to improve
Q45 Have you had any repairs completed in the last 12 months?   Yes   No   Can't remember		Q46 Generally, how satisfied or dissatisfied are you with the way Newydd deals with repairs and maintenance?   Very satisfied Fairly satisfied Neither Fairly dissatisfied Very dissatisfied No opinion/don't know

TENANT INVOLVEMENT We ask these questions to ensure that we are involving tenants as much as possible
Q47 How satisfied or dissatisfied are you that your views are being taken into account by Newydd?   Very satisfied Fairly satisfied Neither Fairly dissatisfied Very dissatisfied No opinion Q48 How good or poor do you think Newydd is at keeping you informed about things that might affect you as a tenant?   Very good Fairly good Neither Fairly poor Very poor		Q49 Do you think Newydd has improved its services over the past year?   The service has improved a lot The service has improved a little The service has stayed the same The service is slightly worse The service is a lot worse Q50 Did you know that the Association has Community Panels, Advisory Groups and Task & Finish Groups which you can participate in to improve the service you receive from the Association?   Yes No

Q51 Would you be interested in receiving more information or joining any of the following? (Tick as many as apply)   Community Panel   Equalities & Disabilities Advisory Group Supported Housing Advisory Group   Reading Panel Gay/Lesbian Advisory Group   Newydd 90 Sheltered Housing Advisory Group   Consultation Network Young Persons Advisory Group   Q52 What stops you from becoming involved with the Association more? (Tick as many as apply)   I am very involved already   The meetings are always too far away I don't like big meetings   The meetings are never at a time that would suit me I prefer to speak directly to the Association about any issues I have   No-one has ever asked me I have children   You don't discuss the things I want to talk about I don't want to be involved   There's no point getting involved, nothing will ever get changed anyway I don't have the time   Other   If you ticked "other", please explain in this box

Q53 Is there anything else you would like to say about your home and/or services that Newydd provides?

WORKING FOR NEWYDD HOUSING In our "Resident Involvement Strategy" we are trying to encourage tenants to work for the Association. This will both help tenants to develop a career in housing, and ensures the Association has a direct insight how we deliver services to tenants. Q54 Are you currently actively seeking work?   Yes   No Q55 Would you be interested in any of the following opportunities? (Tick all that apply)   Working voluntary for the Association (i.e. unpaid work experience)? Becoming a "Sponsored Student" (the Association would support you to carry out a qualification in a housing related subject and try to employ you during Easter and the Summer holidays)? Being paid to carry out individual projects in your own time for us (e.g.door-knocking to get this survey filled in)? To work full-time (paid) for the Association? To work part-time (eg. school hours, just mornings, 3 days a week etc.) for the Association Q56 Which areas of the Association would you be interested in working in? (Tick all that apply)   Maintenance of the Association's properties Development of new properties Housing (allocating properties, chasing rent arrears etc) Community Involvement (improving the quality of life for people on estates by involving them directly in the Association's work) Information Technology (maintaining and developing the computer systems) Finance (processing the Associations finances) Care & Repair - only in the Vale of Glamorgan area (providing services to assist elderly home owners to carry out essential repairs) Human Resources (Recruiting new staff and supporting the existing staff)

FINANCIAL INCLUSION We ask these questions to help us assess the problems tenants are having financially and develop appropriate services
Q57 Do you regularly struggle to pay the rent?   Yes No Don't want to say		Q58 Do you have enough support to manage your personal finances well?   Yes No Don't know

Q59 Do you have your own home contents insurance?   Yes No Don't know Q60 If you do not have home contents insurance, why not?   Too expensive We are unable to obtain insurance because our house is uninsurable The excess to pay when you claim is too high It's too confusing There are too many forms to fill in I don't trust insurance companies I have had poor experience of insurance I thought Newydd insured us I would need flexible ways to pay Other reason   If you ticked "Other", please explain:

Q61 Have you heard of "My Home Contents Insurance"?   Yes No Q62 Is the heating in your home...? (Tick as many answers as apply)   Too expensive   Always breaking down Not warm enough   Causes condensation Too warm   It's fine - there are no problems with it Difficult to control

THANK YOU FOR COMPLETING THIS QUESTIONNAIRE. PLEASE RETURN IT AS REQUESTED IN THE ENVELOPE PROVIDED The prize draw will take place in September 2009 and the 10 lucky winners will receive their cheques shortly afterwards! Feedback from this survey will appear in "In View" after October 2009. If you have any queries about this questionnaire, or want to discuss any issues further, please do not hesitate to contact your local Newydd office: For Barry and the Vale of Glamorgan: 01446-701501 For Glyntaff and the Valleys: 01443-408080 For Newtown: 01686-621965 or by email: enquiries@newydd.co.uk Newydd Housing Association is registered with the Information Commissioner under the Data Protection Act 1998.  The detailed information collected from this survey will only be used internally within Newydd Housing Association for the purpose of improving our services. A summary of information collected from this survey may be passed to third parties for statistical purposes. If this arises the data will be anonymised to ensure that the names of the participants cannot be identified. A full copy of our Data Protection Policy is available on request.