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Identifying the Priorities of Tenants of Social Landlords

DescriptionMain report detailing the findings from research which aimed to identify tenants' priorities for social housing provided by both Registered Social Landlords (RSLs) and Local Authorities via a representative survey of 500 social housing tenants and postal survey of Registered Tenants Organisations RTOs.
ISBN978 075597606 5
Official Print Publication DateJuly 2009
Website Publication DateJuly 30, 2009

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Mark Diffley and Steven Treanor, Ipsos MORI Scotland and Professor Hal Pawson, School of the Built Environment Heriot-Watt University

ISBN 978 0 7559 7606 5 (Web only publication)
ISSN 0950 2254

This document is also available in pdf format (536k)

CONTENTS

1 KEY FINDINGS SUMMARY

2 INTRODUCTION AND CONTEXT
Aims and objectives
Methodology
Structure of the report

3 OVERALL PRIORITIES OF TENANTS
Most important services - unprompted responses
Overall service priorities
Satisfaction with services
Good and bad practice
Comparing satisfaction and importance of services
Service specific priorities
Experience of the repairs service
Importance of aspects of the repairs service
Experience of customer services
Reasons and methods used for contacting landlords
Customer service priorities

4 MAKING JUDGEMENTS ON SERVICE QUALITY
What do tenants know?
Tenants' interest in comparing services and rent
Where tenants would get information?
Making comparisons against other landlords - RTOs
Information RTOs would like
Making judgements on value for money
Receiving good value for money
Receiving poor value for money
Improving value for money
Willingness to pay extra for additional or improved services
Additional services (unprompted)

5 COMMUNICATION AND TENANT PARTICIPATION
Keeping tenants informed
Opportunities for involvement
Do tenants want to be involved?

6 AWARENESS AND PERCEPTIONS OF THE SCOTTISH HOUSING REGULATOR
Awareness of the SHR
Importance of the SHR
Main focus of the SHR
Views on the management of regulation
Powers of the SHR
Involvement in regulation process
Information made available by the SHR

7 CONCLUSIONS AND IMPLICATIONS

ANNEX A: Literature Review
ANNEX B: Methodology
ANNEX C: Questionnaires

The views expressed in this report are those of the researcher and
do not necessarily represent those of the Department or Scottish Ministers.

This report is available on the Scottish Government Social Research website only
www.scotland.gov.uk/socialresearch.