Equality Information and Tenant Satisfaction Adam Payne, ARP Research 11 October 2012.
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Transcript of Equality Information and Tenant Satisfaction Adam Payne, ARP Research 11 October 2012.
Outline
• What is STAR?
• STAR equality data
• Using STAR data in relation to equality
• Where to get more info?
What is STAR?
• STAR = Survey of Tenants And Residents
• Flexible approach to surveying tenants & residents, within certain constraints
• Allows social landlords to compare satisfaction
• Guidance is free of charge• Available to all
Build your own survey• Starting point is the core satisfaction and demographic
questions
• Seven core satisfaction questions covering:• Overall satisfaction
• Quality of home
• Neighbourhood
• Repairs and maintenance
• Listening to views and acting on them
• Value for money provided by rent
• Value for money provided by service charge
Build your own survey
• Core questions are basis for comparisons using HouseMark benchmarking
• Optional Housemark Resident Involvement benchmarking includes comparisons by age, ethnic group and disability
• Add to the core questions with:• Set optional questions from STAR
questions• Your own questions
STAR in Wales
• Core questions allow comparisons across Wales or UK wide
• Wales section of STAR questions contains questions related to Welsh regulatory delivery outcomes
• STAR in Wales questions can be compared through Housemark’s PI Tracking
STAR equality data
• Standard demographic questions based upon the census:• Exact age for every household member• Gender for every household member• Day to day activities of a household member limited because of
a health problem (aligned to DDA definition)• Sexual orientation• Ethnic group of tenant (and partner)• Religion
Combining existing data with STAR
• Good quality tenant profile data can be linked to satisfaction data without asking again
• STAR surveys are usually confidential survey research which has a specific data protection category
• Personally identifiable data (e.g. name and address) must be removed at the earliest point in the process
• Running profiling and surveys as one combined exercise is not recommended
Survey methods - inclusivity
• As long as it’s statistically robust and representative, STAR can be done by:• Post
• Telephone
• Face-to-face
• Online (as a supplement)
• It is important to make your survey accessible so include:• Options to complete in another language
• Options for those with impaired sight
• Individual contact with vulnerable residents
• Top ups to target under represented groups
Descriptive data• In the absence of other profiling data, can provide an
indication of demographic make up
• However, typical 40-50% response rate means this is no substitute for full profiling
• Can ask specific questions regarding improvements (e.g. adaptations, support needs, contact preferences)
Compare priorities to satisfaction
Disability
In top 3 priorities
Sat
isfa
ctio
n
Repairs
Listen to views
Neighbourhood
Value for money
Quality of home
Kept informed
No disability
In top 3 priorities
Sat
isfa
ctio
n
Repairs
Listen to views
Neighbourhood
Value for money
Quality of home
Kept informed
Further insight
• A key driver analysis (regression) can identify factors most associated with overall satisfaction for different equality groups
Common errors• Be aware of small sample sizes!
• Calculate error margin of results• Test for statistical significance
• Look at all points on the scale• Be aware of confounding variables:
Overall satisfaction by religion Overall satisfaction by religion & age
Age Christian Other
Up to 34 64% 66%
35 – 59 75% 74%
60+ 86% 82%
Explore further
• Many of your results will not be statistically significant, but may still point you in the right direction
• Other results will tell you what, but not why!
• Follow up with detailed surveys, focus groups or simple one-to-one conversations
• Utilise other evidence and sources of knowledge within the organisation
Guidance documents
• STAR features: outlines the framework
• STAR questions: full listing of core, optional and demographic questions
• Running STAR: detailed guidance on how to carry out a survey
• Also available:• Frequently Asked Questions (FAQs)• List of Suppliers• Sign up to email alerts for changes
Contacts
HouseMark office: 02476 460500
Mobile: 07903 142339
Twitter: @Vicki_HouseMark
ARP Research Office: 0844 272 6004
Mobile: 07550 010 560