Howard Cottage STAR Survey 2017 Results Approach Telephone survey in July 2017 Random selection of all residents (GN, sheltered and shared owners) Pre-mailer letter from Howard Cottage to 1000 homes 500 interviews completed Overall results accurate to ± 3.62% at the 95% confidence level (for all residents, including shared owners)

Statistical Reliability

Comparison to 2016 *significant difference at 95% confidence level

Housemark Benchmarks (Renting Residents Only)

Housemark Benchmarks (All Residents)

Overall satisfaction with services Base size 500; 500; 502 Base size 431; 423; 431 Base size 48; 54; 53

Reasons 36/44

Your home

Reasons 18/27

Rent provides value for money Base size 500; 500; 502 Base size 431; 423; 431 Base size 48; 54; 53

Query dealt with quickly and efficiently

Outcome of enquiry Base size 436; 451; 438 Base size 391; 390; 39 Base size 31; 44; 53

Reasons 77/79

Repairs and maintenance Base size 500; 500; 502 Base size 431; 423; 431 Base size 48; 54; 53

Reasons

Recommend to friends and family 30 +25 Tenure: General Needs: 27 Sheltered: 21 2016: Overall: 30 General Needs: 32 Sheltered: 19 49% 24%

Changes in Promoter Score

Conclusion 6 Year Trend Analysis

Recommendations The following have strong influences and therefore are areas which Howard Cottage may benefit in focusing efforts on: Repairs and maintenance- 6 year downward trend Dealing with enquiries quickly and efficiently- 6 year downward trend Final outcome of query – 6 year downward trend

Recommendations 2016 The following have strong influences and therefore are areas which Howard Cottage may benefit in focusing efforts on: Repairs and maintenance- 5 year downward trend Dealing with enquiries quickly and efficiently- 5 year downward trend Keeping residents informed- 5 year downward trend   Final outcome of query – 5 year downward trend

Questions