Charter Housing

Voids ReviewCustomer expectations

February 2015

TopTip’s aim

• Understand what expectations are for people when moving into a new property.

• What is important to them when moving in and what do they worry could happen?

• Look at views of both those who have recently moved and also those on the waiting list

Methodology• Door to door visits were made to tenants who had

moved in within the last year. There were 250 re-lets in 2014, Charter staff managed to speak to 11 of these when out door knocking with Evie during the first week of December 2014

• A random sample of people on housing waiting lists in all 4 local authorities were contacted via telephone to get their views. We spoke with 44 on this waiting list on Monday 8th December 2014.

3 core questions asked

1. What would be the most important thing to you when you open the door for the first time?

2. What would give you the wow factor?

3. What would be the worst thing that could happen?

Executive summary• A clear theme came out that the most important thing for

people when they move into their new home is quite basicThese minimum standards were• A clean property• Services (gas, electric, water, heating) all work correctly• Safe and secure property

• When asked about what would wow them, a high majority restated their basic expectations we’ve listed above

• The wishes were consistent whether they had recently moved or had been waiting for some considerable time

A dirty home in a poor condition is considered to be the worst thing that could be found when

moving in

No services, gas or electricity

No heating

Maintenance issues

Dirty, this property took 2 weeks to clean

Current Charter tenant views

It would be a mess. lots of work to do kitchen and bathroom falling apart as they are the

most important things

Views of people on waiting lists

Dirty and badly layed

out

Poor condition, rubbish left out

Property would smell of animals and be not clean

and damp in the property

Damp, untidy

Horrible house in bad

conditionProperty un-kept not clean and

dark and have loads of decorating to do as I am elderly and not able

to do decorating

Loads of work needed and

property in a mess

Messy

Moving in and having loads of work that

needs to be done like back garden a mess loads of repairs that

need doing

Broken windows, bad kitchen and property where there have been animals previously and flees have

not been treated. This has happened to me before with the council

be in a poor condition a

dump and not clean

Make sure everything works including heating and hot water as

when I moved in my current property there was no boiler and

took me three weeks after moving to get this fixed

Question asked: “What would be the worst thing that could happen when moving in?”

Property left in a poor condition and a mess

Not clean, mould and

damp on the walls

What is the worst thing that could happen when moving in?

For most people, the most important thing when walking through the door for the first time is a clean property with

a minimum standard of decoration

Tidy and working properly

To have new appliances.

When I moved into Merchant Court it was brand new so I

had all brand new appliances which was excellent.

I want it to be clean and tidy.

Current Charter tenant views

Everything in good working condition

Views of people on waiting lists

So long as everything basic is there I’m happy.

A good heating system and

working wellI want it to be clean

and fresh

To make sure the property

was clean

Clean and having my own home

Would settle for anything, would be

happy to have a roof

I would expect it to be in a reasonable

condition and clean

working heating and hot water

Clean and tidy I have moved in to plenty of

property's that have been awful I do not want to

clean up other peoples left overs and to have heating

that works

Space for my child and cleanliness.

Not too bothered about decoration as I would change this

to suit my taste.

Property must be clean and decorated to

minimum standard, maybe magnolia

To be able to move in its clean and tidy and fresh looking would be nice if it was decorated to a nice standard

until you can afford to start to do things as when you first move in you can not afford to do much because

of the moving expenses

Question asked: “What would be the most important thing to you when you open your front door for the first time?”

Clean and tidy

feel safe and property secure

Cleanliness

Cleanliness!

Decoration

Everything in good working condition

That the property is safe

Clean and tidy and plenty of space and

good heating

Clean & tidy no odours

Would like it to feel like a home – no

damp

Nicely decorated

Nice kitchen

Wow factor? Most people just want a clean and tidy home with services that work

Question asked: “What would give you the wow factor?”

What is important is a nice sized clean house, that is safe and secure which they can call their own

Open fire would be incredible

If it was a brand new

house

Newly decorated, or

newly built

Quite a new property

would make me go wow

If it was light and

welcoming

Bonus would be having carpets or

flooring coverings. It would be a huge relief

as its expensive

Modern and safe

If no decoration

was needed

Question asked: “What would give you the wow factor?”

1. Get the basics right consistently

Wow factor key words are:

Clean Nice

Tidy New

The wow factor is the new home that they can call their own

A minimum letting standard that we consistently achieve would leave the new residents happy

Having to deal with a dirty or messy home when moving in creates hassle and could destroy the wow factor

2. Options

Everyone is in a different position when moving in

Giving a few choices can help different people in different ways:

Paint colour

Decoration vouchers

Appliance or carpet/flooring packages

Not too bothered about decoration as I would change this

to suit my taste.

Would be nice if it was decorated to a nice

standard until you can afford to start to do

Bonus would be having carpets or flooring coverings

If no decoration

was needed

3. Cleaning

What does clean mean?

Further research into what people mean when they say it should be clean

Ideas to prompt discussion:

Photo of property prior to let

Review specific complaints

Comparison with Private Rented Sector cleanliness expectations

“Is it a Mothers’ clean” Andrew Frame 2014

4. Common issues

Let new tenants know what to expect

What are the common issues that occur

Gas capped

Water off

Boiler may have problems if it’s been off

Providing easy to access information – on the boiler?

No services, gas or electricity

No heating Maintenance issues

Make sure everything works including heating and hot water as

when I moved in my current property there was no boiler and

took me three weeks after moving to get this fixed

5. A real Wow?

Having my own homeWould like it to feel like a home

Feeling of homeSomewhere in a nice area

Having my own

place

Nice little garden, quiet and peaceful

House of my own

Sample numbers overall are sufficient for qualitative study

However, we would encourage triangulating any options that you consider

Possible ways to triangulate:

• Tenant groups

• Social Media polls

• 3rd party research

• @Contact

• Tenant Survey

Reality Check

Appendix A – Charter tenant questionnaire

Appendix B – Waiting list questionnaire