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Identifying the Priorities of Tenants of Social Landlords

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ANNEX C: QUESTIONNAIRES

Telephone survey of tenants

Final tenants survey questionnaire

Good morning/afternoon/evening. My name is……from Ipsos MORI, the independent research organisation. You may remember that you took part in the Scottish Household Survey and agreed to take part in follow up research. We are phoning to see if you would be willing to take part in a short survey about your home and the service you receive from your landlord. You should have received a letter about this. The interview will take 20 minutes at the most.

I'd like to assure you that all of the information you provide will be treated in the strictest confidence and used for research purposes only. It will not be possible to identify any particular individuals or addresses in the results.

Would you be interested in taking part?

Q1

Yes

1

CONTINUE TO Q2

No

2

CLOSE

Screening

Q2 The subject we are researching is landlord services provided by housing associations and councils. Can I just check, do you live in housing owned by a council, housing association or other Registered Social Landlord?

SINGLE CODE.

Yes - Council

1

CONTINUE

Yes - Housing Association or other Registered Social Landlord

2

CONTINUE

No

3

CLOSE

Don't know/unsure

4

CLOSE

Priorities

I'd like to begin asking you some questions about services provided by your landlord

ASK ALL

Q3 Thinking about all of the services currently provided by your landlord, which are most important to you? …. Any others?

DO NOT PROMPT. MULITCODE OK.

Efficient day to day repairs service

1

Allocations, including managing waiting lists for housing and requests for moves and transfers

2

Customer service

3

Security/ Keeping the buildings and entrances secure

4

Involving tenants in decision making

5

Dealing with anti-social behaviour

6

Dealing with nuisance neighbours

7

Complaints handling

8

Wider estate management/ Upkeep and maintenance of communal grounds

9

Taking tenants views into account/listening to tenants

0

Good quality housing/accommodation

X

Major modernisation/upgrades/improvement programmes (kitchens, bathrooms etc.)

Y

Other WRITE IN

1

Nothing specific

2

Don't know

3

Please note: following the pilot survey, question 4 was deleted. For ease of data processing and scripting, subsequent question numbering was unchanged from the pilot.

ASK ALL

RANDOMISE ORDER. EACH OF THE 9 BLOCKS OF PAIRED SERVICES TO BE ASKED OF AN EQUAL NUMBER OF RESPONDENTS

Q5 I am going to read you a pair of services. Choose the one service you think is more important to you.

IF NECESSARY READ OUT : Even if you would likely choose neither, please choose the one that you think is more important

Services included in the paired choice question:

A good day to day repairs service

Efficient maintenance of the estate and communal grounds

Major modernisation and improvements work (e.g. kitchens and bathroom upgrades)

A fair system, for managing waiting lists for housing and requests for moves and transfers

Good customer service

Effective complaints handling procedures

Keeping the buildings and entrances secure

Dealing with anti-social behaviour

Dealing with nuisance neighbours

Involving tenants in decision making

Taking tenants views into account

The provision of good quality accommodation

ASK ALL

RANDOMISE ORDER

Q6 And how satisfied or dissatisfied are you with your landlord's performance at….

SINGLE CODE EACH ROW

Very satisfied

Fairly satisfied

Neither satisfied nor dissatisfied

Fairly dissatisfied

Very dissatisfied

Don't know/not applicable

Providing a good day to day repairs service

1

2

3

4

5

6

Efficiently maintaining the estate and communal grounds

1

2

3

4

5

6

Carrying out major modernisation and improvements work (e.g. kitchens and bathroom upgrades)

1

2

3

4

5

6

Ensuring a fair system for managing waiting lists for housing and requests for moves and transfers

1

2

3

4

5

6

Providing good customer service

1

2

3

4

5

6

Having effective complaints handling procedures

1

2

3

4

5

6

Keeping the buildings and entrances secure

1

2

3

4

5

6

Dealing with anti-social behaviour

1

2

3

4

5

6

Dealing with nuisance neighbours

1

2

3

4

5

6

Involving tenants in decision making

1

2

3

4

5

6

Taking tenants views into account

1

2

3

4

5

6

Providing good quality accommodation

1

2

3

4

5

6

Now some questions on the contact you have had with your landlord

ASK ALL

Q7 Have you contacted your landlord within the last 12 months?

SINGLE CODE

Yes

1

CONTINUE TO Q8

No

2

GO TO Q10

Don't know

3

GO TO Q10

ASK ALL WHO SAID YES AT Q7

Q8 How did you last contact your landlord?

SINGLE CODE.

Phoned

1

Visited office

2

Wrote a letter

3

Emailed

4

Via landlord's website

5

Visit from landlord/home visit

6

Meeting(s) with landlord

7

Through a tenants/residents association/RTO

8

Through someone else

9

Working groups

0

Forums

X

Other WRITE IN

Y

Don't know/can't remember

1

ASK ALL WHO SAID YES AT Q7

Q9 And what did you last have contact about?

SINGLE CODE.

Repairs

1

Rent/housing benefit

2

Transfer/exchange

3

Neighbours/neighbourhood issues

4

Garden/communal areas

5

Other WRITE IN

6

Don't know/can't remember

7

ASK ALL

RANDOMISE ORDER

Q10 How important are each of the following aspects of the customer service provided by your landlord?

SINGLE CODE EACH ROW.

Essential

Very important

Important

Not important

Don't know

The opening hours of offices

1

2

3

4

5

Courteous staff

1

2

3

4

5

Phones being answered promptly

1

2

3

4

5

The person answering the phone being able to deal with the query

1

2

3

4

5

Being able to make contact by email or through a website

1

2

3

4

5

Having the name of a person to speak to

1

2

3

4

5

Queries being dealt with quickly

1

2

3

4

5

Making information available in alternative formats (e.g. large print, braille, audio)

1

2

3

4

5

The provision of easy-to-understand information leaflets

1

2

3

4

5

ASK ALL

Q11 In which ways would you like to contact your landlord in the future?

DO NOT PROMPT. MULTICODE OK

In person at the landlord's offices

1

By telephone

2

Through email

3

By post

4

By text

5

Through a Tenants/residents association/RTO

6

Via landlord's website

7

Through a fellow resident

8

Other WRITE IN

9

Don't know

0

ASK ALL

Q12 Have you had any day to day repairs completed in the last 12 month?

SINGLE CODE.

Yes

1

CONTINUE TO Q13

No

2

GO TO Q14

Don't know/can't remember

3

GO TO Q14

ASK ALL WHO SAY YES AT Q12

Q13 And what was the last repair to be completed?

SINGLE CODE.

Gas/central heating (excluding the annual gas safety check)

1

Plumbing (e.g. water supply, drainage, toilet, bathroom fittings)

2

Carpentry (e.g. to windows, doors, floorboards)

3

Plastering and brick work (e.g. walls, ceiling, tiles)

4

Painting

5

Glazing

6

Roofing (e.g. tiling, slating, guttering)

7

Electrical

8

Repairs in communal area (e.g. stairway)

9

Other WRITE IN

0

Don't know/can't remember

X

ASK ALL

RANDOMISE ORDER

Q14 How important are each of the following aspects of your landlord's repair service?

SINGLE CODE EACH ROW.

Essential

Very important

Important

Not important

Don't know

Quality of repair work

1

2

3

4

5

Speed with which phones are answered

1

2

3

4

5

Polite staff

1

2

3

4

5

Knowledgeable staff

1

2

3

4

5

Being told when contractors will call

1

2

3

4

5

Being able to choose a time slot when contractors will call

1

2

3

4

5

Repair work being finished within a reasonable period

1

2

3

4

5

Keeping dirt and mess to a minimum

1

2

3

4

5

Getting the job done right first time

1

2

3

4

5

Follow up work being carried out within a reasonable period

1

2

3

4

5

ASK ALL

Q15 Now thinking back to all the services provided by your landlord, what do you think should be the two or three main priorities for improvement in the future?

DO NOT PROMPT. CHOOSE UP TO THREE ONLY.

Quality of repair work/ Improving the repairs service

1

Repair work being finished within a reasonable period

2

Wider estate management/ Upkeep and maintenance of communal grounds

3

Keeping tenants informed about what is going on

4

Listening to tenants/Involving tenants in decision making that will affect them

5

Allocations/waiting lists for housing / time taken to move or transfer

6

Making homes more modern/ Upgrading interior of house (e.g. double glazing, new kitchen)

7

Security/ Keeping the buildings and entrances secure

8

Dealing with anti-social behaviour and nuisance neighbours

9

Improving energy efficiency

0

Increasing security

X

General Customer service

Y

Complaints handling

1

The opening hours of offices

2

Phones being answered promptly

3

Being able to make contact by email or through a website

4

Queries being dealt with quickly

5

The provision of easy-to-understand information leaflets

6

Training staff/more knowledgeable/polite staff

7

Ensuring contractors carry out their work efficiently and to a high standard

8

Other WRITE IN

9

Don't know

0

Communication, consultation and participation

ASK ALL

Q16 How good or poor do you feel your landlord is at keeping you informed about things that might affect you as a tenant?

SINGLE CODE ONLY.

Very good

1

Fairly good

2

Neither good nor poor

3

Fairly poor

4

Very poor

5

Don't know

6

Q17 Thinking about the services that your landlord provides, how satisfied or dissatisfied are you with opportunities for participation in decision making?

SINGLE CODE ONLY.

Very satisfied

1

Fairly satisfied

2

Neither satisfied nor dissatisfied

3

Fairly dissatisfied

4

Very dissatisfied

5

Don't know

6

ASK ALL

Q18 Would you like to be more involved in the way your landlord runs housing in your area?

SINGLE CODE ONLY.

Yes

1

CONTINUE TO Q19

No

2

GO TO Q21

Don't know/it depends

3

GO TO Q21

ASK ALL WHO SAY YES AT Q18

Q19 Which issues, if any, would you like to have more say about?

DO NOT PROMPT. MULTICODE OK.

Issues relating to the condition of your home

1

Issues relating to the estate as a whole

2

Issues relating to communal areas e.g. stairways, lifts

3

Issues relating to safety and security

4

Key decisions made by my landlord that will affect tenants

5

Issues relating to creating a strong community

6

Other WRITE IN

7

None of these

8

Don't know

9

ASK ALL WHO SAY YES AT Q18

RANDOMISE ORDER

Q20 And, in which, if any, of these ways would you like to have more say?

MULTICODE OK.

By answering surveys like this

1

By answering online surveys

2

By attending regular meetings

3

By joining a committee or residents organisation

4

By meeting with staff at social events

5

By providing feedback on particular services - for example, filling in a comments card after a repair has been completed

6

Via landlord's website

7

Other WRITE IN

8

Don't know

9

Value for money

I'm now going to ask a few questions about whether you feel you are receiving value for money for the amount of rent you pay.

ASK ALL

Q21 Without telling me the amount, do you know how much you pay in rent per month?

SINGLE CODE ONLY

Yes

1

No

2

Refused

3

ASK ALL

Q22 Taking into account the accommodation and the services your landlord provides, to what extent do you think that the rent for this property represents good or poor value for money? Is it….

SINGLE CODE ONLY

….Very good value

1

ASK Q23

….Fairly good value

2

ASK Q23

….Neither good nor poor value

3

GO TO Q25

….Fairly poor value

4

GO TO Q24

….Very poor value

5

GO TO Q24

Don't know

6

GO TO Q25

ASK ALL WHO SAY FAIRLY OR VERY GOOD VALUE FOR MONEY AT Q22

Q23 Why do you say it is good value for money?

DO NOT PROMPT. MULTICODE OK.

They make sure important services are looked after

1

Work is carried out promptly

2

Services are performed to a high standard

3

Rent is reasonable

4

Landlord keeps residents informed of what is going on

5

Good standard of accommodation/living conditions

6

Good standard of facilities and amenities

7

Landlord listens to tenants/Involve tenants in decision making that will affect them

8

Landlord makes improvements/modernisations to my home

9

Other WRITE IN

0

Don't know

X

ASK ALL WHO SAY FAIRLY OR VERY POOR VALUE FOR MONEY AT Q22

Q24 Why do you say it is poor value for money?

DO NOT PROMPT. MULTICODE OK

Important services are not provided

1

Take too long to carry out work

2

Services are performed to a low standard

3

Rent is too high

4

Residents are not kept informed about what is going on

5

Poor standard of accommodation/living conditions

6

Poor standard of facilities and amenities

7

Landlord does not listen to tenants/Involve tenants in decision making that will affect them

8

Landlord does not make improvements/modernisations to my home

9

Other WRITE IN

0

Don't know

X

ASK ALL

Q25 Would you be prepared to pay extra rent or a service charge for additional or improved services?

SINGLE CODE ONLY

Yes

GO TO Q26

No

GO TO Q27A

Don't know/depends

GO TO Q27A

ASK ALL WHO SAY YES AT Q25 OTHERS GO TO Q27A

Q26 Which services would you be prepared to pay extra rent or an additional service charge for?

DO NOT PROMPT. MULTICODE OK.

Reducing anti social behaviour

1

More play and sports facilities

2

Improving the repairs service

3

Improving cleaning services to communal areas

4

Increasing security

5

Improving energy efficiency

6

Listening to tenants/Involving tenants in decision making that will affect them

7

Making homes more modern/ Upgrading interior of house (e.g. double glazing, new kitchen)

8

Nothing specific, just an all round better service

9

Other WRITE IN

0

Don't know

X

ASK ALL

Q27A How much if anything do you know about how the standard of service provided by your landlord compares with that provided by other landlords?

Would you say you know…

SINGLE CODE ONLY.

A great deal

1

A fair amount

2

Not very much

3

Nothing at all

4

Don't know

5

ASK ALL

Q27B How much if anything do you know about how the level of rent you pay compares with that charged by other landlords. Would you say you know…

SINGLE CODE ONLY.

A great deal

1

A fair amount

2

Not very much

3

Nothing at all

4

Don't know

5

ASK ALL

Q28 If you wanted to find out about how your landlord's rent levels and performance compares with that of other landlords, where would you go to find this information?

DO NOT PROMPT. MULTICODE OK.

I would ask family/friends/other people I know

1

My local council

2

Ask other council

3

My housing association

4

Ask other housing association

5

Do a search online

6

The Scottish Housing Regulator's website

7

Contact a tenants group, TIGHRA, TIS etc

8

Other WRITE IN

9

Don't know

0

ASK ALL

Q29 Would you be interested in knowing more about how the level of rent you pay and services you receive compares to other housing association/council tenants?

SINGLE CODE ONLY.

Yes

1

No

2

Don't know

3

Regulation/inspection

As you may know, outside bodies often inspect and monitor the quality of public services like housing. A well known example of this is Her Majesty's Inspectorate of Education, an independent body who inspects schools in Scotland and make their findings available to public.

ASK ALL

Q30 As far as you are aware are the housing and other services provided by your landlord regularly inspected by anyone?

SINGLE CODE ONLY.

Yes

1

No

2

Don't know

3

Q31 Who do you think carries out the inspection?

DO NOT PROMPT. SINGLE CODE ONLY.

The Scottish Housing Regulator

1

Another independent inspection body

2

My local council

3

INCLUDE FOR HA TENANTS ONLY: Someone from the Housing Association

4

The Scottish Government

5

Tenants organisations/Associations

6

Communities Scotland

7

Care Commission

8

Other WRITE IN

9

Don't know

0

READ TO ALL THOSE WHO DID NOT SAY SCOTTISH HOUSING REGULATOR:

In fact, the regulation and inspection of housing services is carried out by an organisation called the Scottish Housing Regulator. Their job is to protect tenants' interests by making sure landlords are well run and providing good quality houses and services.

ASK ALL

Q32 How important or unimportant do you think it is that your landlord's work is monitored and regulated by an independent organisation like the Scottish Housing Regulator?

SINGLE CODE ONLY.

Essential

1

Very important

2

Important

3

Not important

4

Don't know

6

Q33 What aspects of your landlord's service, if any, do you think the Regulator should examine?

DO NOT PROMPT. MULTICODE OK.

Opportunities available for tenants to become involved in decision making/extent to which landlords listen to tenants

1

Quality of work carried out by contractors

2

The type of information given to tenants/communication with tenants

3

Complaints handling

4

Estate management/tidiness and cleanliness of estate (e.g. removing litter, fly-tipping)

5

Management of anti-social behaviour (e.g. graffiti, vandalism)

6

Management of problem households (e.g. nuisance neighbours)

Servicing of amenities (e.g. gas boilers, heating)

7

Waiting times for repairs/time taken to complete repairs

8

Standard of repairs work

9

Upgrades, modernisations to housing

0

Application process for housing/waiting lists for housing/time taken to move or transfer

X

Rent levels

Y

Condition of inside home/interior

1

Condition of outside home/exterior

2

General customer care

3

Nothing specific, just ensure landlords provide a good service

4

Other WRITE IN

5

Don't know

6

ASK ALL

Q34 And in which of these ways, if any, would you like to have your say when the Regulator is examining your landlord's activities?

MULTICODE OK.

By meeting with staff from the Regulator

1

By speaking informally with staff during inspection visits

2

By taking part in surveys like this

3

Through a tenants association

4

Other WRITE IN

5

None of these

6

Don't know

7

Demographics

Finally, I'd like to finish by asking some questions about your current circumstances….

ASK ALL

Q35 How long have you lived in your current home?

DO NOT PROMPT.

SINGLE CODE ONLY.

Up to 2 years

1

3 to 10 years

2

More than 10 years

3

Don't know

4

ASK ALL

Q36 Do you know roughly when your home was built?

DO NOT PROMPT. SINGLE CODE ONLY.

Before 1919

1

1919-1944

2

1945-1964

3

1965-1982

4

Since 1982

5

Don't know

6

ASK ALL

Q37 Do you have any long-standing illness, health problem or disability that limits your daily activities or the kind of work that you can do?

By disability as opposed to ill-health, I mean a physical or mental impairment, which has a substantial and long-term adverse effect on your ability to carry out normal day-to-day activities.

SINGLE CODE ONLY.

Yes, disability

1

Yes, illness or health problem

2

Yes, both disability and illness or health problem

3

No, neither

4

Don't know

5

Refused

6

Q38 Can I just check, does your household currently receive housing benefit? IF YES, ASK: Does the housing benefit pay for all the rent (full), or just part of it (partial)?

SINGLE CODE ONLY

1. Yes:

All (full)

1

Part (partial)

2

Don't know if full or partial

3

2. No

4

Don't know

5

Refused

6

Q39 INTERVIEWER CODE: Gender

Male

1

Female

2

Refused

3

ASK ALL

Q40 And are you…..

Self employed

1

Employed full time

2

Employed part time

3

Looking after the home or family

4

Permanently retired from work

5

Unemployed and seeking work

6

At school

7

In further/higher education

8

Government work or training scheme

9

Permanently sick or disabled

0

Unable to work due to short-term illness or injury

X

Other WRITE IN

Y

Don't know

1

Refused

2

ASK ALL

Q41 Which of these best describes your ethnic group?

White

1

GO TO Q42

Black

2

GO TO Q43

Asian

3

GO TO Q44

Chinese

4

Mixed ethnic group

5

Other WRITE IN

6

Don't know

7

Refused

8

ASK ALL WHO SAY WHITE AT Q41

Q42 Would you say you are…….

White - Scottish

1

White - British

2

White - Irish

3

Any other White background

4

Don't know

5

Refused

6

ASK ALL WHO SAY BLACK AT Q41

Q43 Would you say you are…….

Black - <Caribbean>

1

Black - African

2

Any other Black background

3

Don't know

4

Refused

5

ASK ALL WHO SAY ASIAN AT Q41

Q44 Would you say you are…….

Asian - Indian

1

Asian - Pakistani

2

Asian - Bangladeshi

3

Any other Asian background

4

Don't know

5

Refused

6

ASK ALL

Q45 Please could you tell me your age last birthday?

WRITE IN NUMBER.

Numeric range (16 - 99)

Don't know

Refused

ASK ALL

Q46 And finally, are you a member of a registered tenant organisation (RTO)?

SINGLE CODE ONLY

Yes

1

No

2

Don't know

3

Postal survey of RTOs

Identifying Tenants' Priorities for Social Housing

Welcome to the survey, and thank you for helping make sure we hear the views of Registered Tenant Organisations. You should have received a letter from the Tenant Participation Team in the Scottish Government about this important research, about those aspects of housing services that matter most to the tenants of social landlords. As the letter outlines, this survey offers an excellent opportunity for RTOs to represent the views of their members and to influence the shape of future policy. I hope very much that your RTO will use the opportunity to discuss and debate what you consider to be the priorities for your members and to reflect these priorities in your answers to the questionnaire. Please make your RTO's voice heard.

Helpful hints for completing this questionnaire

  • Please read each question carefully and tick or write in the box to indicate your answer.
  • There are instructions under each question as to how to complete the questions:

PLEASE WRITE IN SPACE BELOW

PLEASE WRITE IN UP TO THREE SERVICES ONLY

PLEASE TICK ONE BOX PER ROW

PLEASE TICK ONE BOX ONLY

  • Answer the next question unless asked otherwise.
  • Once you have finished please take a minute to check you have answered all the questions that you should have answered.
  • The survey consists of 16 pages and should take no longer than 25 minutes to complete.
  • If you have any queries about the questionnaire please do not hesitate to contact Steven Treanor at Ipsos MORI on 0131 240 3265 or steven.treanor@ipsos.com
  • Once you have completed the questionnaire please return in the pre-addressed envelope supplied by 6th March. You do not need to add a stamp

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