Taff Supported Survey Report

Taff Housing Association

Support Services Survey 2011

(t) 0844 272 6004 (w) www.arp-research.co.uk

Report by Adam Payne [email protected]

Contents

Page 1. Introduction 1

2. Summary of main findings 2

3. Respondent profile 5

4. Overall satisfaction 9

5. The home (directly managed) 13

6. Communication and information 17

7. Complaints 21

8. Support services 23

9. Ideas for improvement 30

Appendices

A. Methodology and data analysis 33

B. Example questionnaire (directly managed) 34

C. Example questionnaire (floating support) 47

D. Data summary 61

E. Data summary - by category 77

1

This report details the results of the 2011 Taff Housing Association support services satisfaction survey, delivered by ARP Research. A concurrent survey of tenants is reported separately.

The survey questionnaire was based on the standard STATUS/STAR model, which allows the results to be benchmarked against other support providers in the ARP Research/Priority Research database. There were two versions of the questionnaire, one for directly managed supported housing, and the other for recipients of Taff’s floating support services. The former was a longer document, as it included additional questions about the accommodation that were only relevant to service users in Taff’s own directly managed schemes.

The results of this year’s survey are also compared against the equivalent survey in 2008 to monitor service user’s satisfaction with the support they receive, and to help determine how those services should be improved in the future.

Methodology The survey was conducted in September and October 2011. Paper self completion questionnaires were distributed by Taff to all of its support service users. A free prize draw and active staff participation were used to ensure a high response rate.

The total survey sample of 292 represents a response rate of 62%, which is a small improvement on the 57% achieved in 2008. This included 61 respondents in supported housing schemes directly managed by Taff, and 231 living in other accommodation but who received floating support services. This equated to response rates of 76% and 60% respectively.

Throughout the survey analysis, comparisons between groups have been subject to statistical tests to identify only those that are statistically significant, which means they cannot be accounted for by chance variations in the results. These calculations rely on a number of factors such as the sample

size and the pattern of responses across a rating scale, thereby taking into account more than just the simple percentage difference. This means that some results are significant despite appearing superficially similar to others that are not.

For detailed information on the survey methodology and data analysis, please see appendix A.

1. Introduction

The survey has a theoretical sampling error of +/- 3.5% at the 95% level.

Sampling error is the amount by which a result might vary due to chance.

2

Overall satisfaction 1. The 2011 survey results for Taff Support Services were very strong, with an exceptionally good overall

rating of 98%. This included three quarters of the sample who claimed to be ‘very happy’ with the services they received from Taff. This rating had increased significantly since the previous survey in 2008, continuing the strong upward trend since 2005. It was also 10% higher than the benchmark average score (section 4).

2. Indeed, when respondents were asked to say in their own words what more Taff could do to become the best provider in Wales (see section 9), the vast majority of comments were simply compliments, both to their support workers and the service overall.

3. When the overall rating was analysed by the sub groups in the sample it revealed that, in common with previous years, floating support service users were happier with the service than those in directly managed accommodation (99% v 93% happy). In part this was to do with the different age profiles, with 85% of directly managed respondents being aged under 26 (section 4).

4. After a key driver analysis (regression), the main factors most closely associated with overall satisfaction were, in descending order of strength:

♦ The support that you receive (99% happy, section 4)

♦ Being given the opportunity to take part in decision making (94%, section 6)

Support services 5. When asked to generally rate how happy they were with this support virtually all of the sample were

positive (99%), including 84% who said that they were very happy (section 4). A key driver analysis of this statement revealed two further ratings that served as the best predictors for this score:

♦ Support worker overall (100% happy, section 8)

♦ Support has made a positive difference to my life (95%, section 8)

6. Virtually all respondents agreed that the support they received had made a positive difference to their lives, which included 78% who strongly agreed. This rating was again higher for floating support respondents compared to those in directly managed accommodation (97% v 84%, section 8).

2. Summary of main findings

3

7. The areas of life which had most commonly seen improvements as a result of the support received were core aspects of maintaining one’s accommodation, including managing debt and money (60%), liaising with landlord and utilities providers (58%) and reporting repairs (53%). In addition, it was pleasing to see that half of the sample felt they had grown in confidence as a direct result of the support provided to them (52%, chart 8.8).

8. As was the case in previous surveys, respondents in directly managed accommodation were a little more likely to feel that they had unfulfilled support needs (38% v 20%). The most commonly cited needs were help in finding suitable move-on accommodation and help with accessing work, training, education etc. (chart 8.10).

Support planning 9. There was no significant change since 2008 in the proportion of respondents who believed that the

service was clearly explained to them (91% yes v 3% no), how many had a support plan (87%) or whether a copy of that plan had been offered (80% yes, 7% no).

10. The vast majority also felt that they had a lot of input into that support plan (87%), with a further 10% having had a little bit of involvement, whilst the remainder gave no answer (section 8).

11. As a consequence, the agreement ratings remained at 95% or more when respondents were asked about their involvement in reviewing their support needs, whether such reviews took place as their needs changed, and the way their ideas were treated (chart 8.6).

Support workers 12. The quality of the support workers was often mentioned as a reason why no further improvements were

needed to the survey (see section 9), and every single respondents said that they were happy with their support worker, including 88% who were very happy (section 8).

13. All but one of the bank of questions on support workers received a rating of at least 98%, with the exception of their availability in emergencies which was still rated positively by 95% of the sample (chart 8.7).

14. In this case sub group analyses were obviously of little value, but a ‘key driver’ analysis did reveal that the of all questions in this bank, the strongest predictor of the overall score for support workers was the politeness and respect with which they dealt with their clients (section 8)

Communication and information 15. Taff’s support service users seemed to be better informed than they were three years ago, and also

appeared to feel that the service was more responsive to their views. Indeed, three measures had increased significantly since the previous survey:

♦ Being kept informed about issues that might affect you (98% good)

♦ We listen to your views and act upon them (95% happy)

♦ Given the opportunity to take part in decision making (94%, section 6)


4

16. The score for the opportunities service users had to take part in decision making was a ‘key driver’ predicting overall satisfaction, although it is unclear why this statement emerged ahead of the others in this section. One possibility is that supported service users were also thinking about their involvement in support planning when answering this question.

17. Most respondents said that they knew how to contact Taff (93%), with the same proportion of directly managed residents also knowing how to ask for repairs. Respondents who received floating support were also asked whether they had contacted Taff by telephone during the previous twelve months, and most (73%) said that they had.

18. Their experiences of Taff’s customer support had clearly been extremely good for floating support service users, as almost all of this group (96%) were happy with the service they received when telephoning Taff (chart 6.5).

Complaints 19. Awareness of the complaints procedure had remained static since the last survey, with 80% of

respondents claiming to know how to make a complaint. Confidence in the complaints procedure also remained high, with 92% of the sample saying that they would be confident using the complaints procedures if needed (section 7).

20. The vast majority of directly managed respondents were aware of how to access help and support if they felt bullied by other residents (92%), which was an improvement on the 79% in the 2008 survey.

The home (directly managed) 21. Overall happiness with the home had decreased since 2008, but not by enough to be statistically

significant (77% v 85% happy, chart 4.3). Similarly, when respondents who lived in directly managed accommodation were asked to comment in more detail on various aspects of their home there were no significant variations in comparison to the previous survey (section 5).

22. In fact, the majority of the ratings were actually a little higher than they had been before, including ratings for security (90% happy), communal areas (90%) and kitchens (85%). The latter score was actually 13% higher than that achieved in 2008, which was close to being statistically significant.

23. The main exceptions to this pattern were the heating system and windows, both of which were the lowest rated features. In both cases there was a degree of unhappiness expressed (25% and 22% respectively), with both receiving very low positive ratings from residents at Ty Enfys (section 5).

24. The rating for the repairs and maintenance service (78%) was still consistent with the benchmark scores but somewhat below the 90% rating achieved in the concurrent Taff general needs survey. By location this seemed to be more of issue at Ty Enfys, where 67% of residents were happy, but 22% were unhappy (section 5).

25. There were no concerns about the neighbourhood, as 87% claimed to be happy, including 48% who were very happy.


5

Directly managed

33

Floating support

67

Directly managed

21Floating support

79

3. Respondent profile

3.1 Category

% Base 292

2011

2008

33

8 7

44

72

31

16

7

39

70

Ty Enfys Ty Golau/TyCaredig

Ty Haul Ty Seren Red Sea House NR

Directly managed only | % Base 61

3.2 Project (directly managed)

6

Female62

Male36

NR1

Female63

Male35

NR2

2011


5 6

15

9

33

12

20

0.4

32

16 18

10

CardiffForensic

Cardiff Foyer CardiffGeneric

Cardiff OlderPersons

LighthouseProject

Taff HA Vale ofGlamorgan

Other

2008 3.3 Accommodation provider (floating support)

25% Cardiff in 2008

Floating support only | % Base 231

3.4 Gender

% Base 292

27

21

29

22

1

32

1916

32

2

16 - 25 26 - 44 45 - 64 65+ NR% Base 292

3.5 Age

%

2011 %

2008

16 - 17 4 5

18 - 21 16 20

22 - 25 8 7

26 - 34 7 11

35 - 44 13 8

45 - 54 18 8

%

2011 %

2008

55 - 59 7 3

60 - 64 4 5

65 - 74 11 11

75 - 84 7 11

85 - 94 4 9

95+ 0.3 1

7

White British

76

BME21

NR3

White British

82BME17

NR1


2008

2011

Base: 292 %

2011 %

2008 White Welsh/English/Scottish/Northern Irish/British 82 76 Irish 0.7 2.1

Any other White background 2.1 2.9 Mixed White and Black Caribbean 2.1 1.6 White and Black African 0.7 0.5 White and Asian 0.7 0 Any other Mixed background 0.7 0 Asian or Asian British Indian 0 0 Pakistani 0.3 0 Bangladeshi 0.7 0.5 Chinese 0 0 Any other Asian background 0.7 0.5 Black or Black British Caribbean 1 0.5 African Somali 1.7 3.7

Any other Black background 0.7 1.1 Other

Other 0.3 4.3 No response 0.7 3.2

Gypsy or Traveller 0 -

Arab 0.7 -

African (not Somali) 4.1 4.6

3.9 Ethnic background

% Base 292

− English

− Other

− Arabic

− No response

− Welsh

− Bengali

− Somali

− Urdu

− Cantonese

− Gujurati

− Hindi

− Mandarin

− Polish

− Punjabi

90

4

2

1.4

0.7

0.7

0.7

0.3

0

0

0

0

0

0

83

5

0.5

7

1.5

0.5

3

0

0

0

0

0

0

0

3.10 Main language

% Base 292

8

Yes52

No36

Don'tknow

NR12

Yes63

No32

Don'tknow

NR5


2008

2011 3.11 Disability or long term illness in household

92

0 0.3 2 0.7 5

65

0.5 0.5 1 2

31

Heterosexual Gay man Lesbian Bisexual Other Prefer not tosay / NR

3.14 Sexual orientation

% Base 292

44 43

0.7 0 07

0 2 4

29

40

1 0 08

05

17

No religion Christian Buddhist Hindu Jewish Muslim Sikh Other Prefer not tosa y / NR

3.15 Religion

% Base 292

% Base 292

9

87

95 98

80

90

100

2005 2008 2011

The 2011 survey results for Taff Support Services were very strong, with an exceptionally good overall rating of 98%. This included three quarters of the sample who claimed to be ‘very happy’ with the services they received from Taff.

Furthermore, this rating had increased significantly since the previous survey in 2008 by 3% in the total who were happy with the services, but including an increase of 9% in the proportion who were ‘very happy’. This continued the strong upward trend since 2005, to the extent that there is now limited scope to improve the score any further.

To put the score in broader context, the ARP Research/Priority Research average STATUS overall satisfaction rating for supported housing is 88%, which is the approximate level of satisfaction Taff achieved in the initial survey in 2005.

Indeed, when respondents were asked to say in their own words what more Taff could do to become the best provider in Wales (see section 9), the vast majority of comments were simply compliments, both to their support workers and the service overall. A reflection of these comments can be found in the sidebar overleaf, with the main message being just to keep up the good work.

4. Overall satisfaction The main rating statement results also include charts showing the pattern of results since 2005.

%

happy 2011

% happy 2008

− Overall service from Taff 98 95

confidence (95%)

+/- 1.8

4.1 Overall satisfaction

very unhappy

fairly unhappy

neither

fairly happy

very happy

significantly higher than 2008

no significant difference

significantly lower than 2008

75

See appendix A for further information on statistical tests and confidence levels

23 2 <1 88

Excludes non respondents | % Base 290 Benchmark

10

9397 99

80

90

100

2005 2008 2011

4. Overall satisfaction

4.3 Satisfaction on other key measures (directly managed)

Directly managed only. Excludes non respondents | % Bases (descending) 61,51,61

very unhappy

fairly unhappy

neither

fairly happy

very happy





Benchmark

%

happy 2011

% happy 2008

confidence (95%)

− Neighbourhood as a place to live

87 80 +/- 8.5

− The way repairs and maintenance is dealt with

78 83 +/- 11.3

− Home you live in 77 85 +/- 10.6

43 35 10

48 39 5 8

25 53 13 8 2

2 10 77

86

84

%

happy 2011

% happy 2008

− The support that you receive

99 97

confidence (95%)

+/- 1.0

4.2 Satisfaction with support

very unhappy

fairly unhappy

neither

fairly happy

very happy




84


15 <1 91


11

The very strong overall rating reflects the rest of the survey results, which where commonly very high, being in excess of the benchmarks in almost every instance. However, the reader will note that in some cases apparent changes are not highlighted as being statistically significant. This is because the significance threshold is dependent on sample size, and also that the statistical tests look at the pattern of results across every point in the scale.

When the overall rating was analysed by the sub groups in the sample it revealed that, in common with previous years, floating support service users were happier with the service than those in directly managed accommodation (99% v 93% happy). In part this was to do with the different age profiles, with 85% of directly managed respondents being aged under 26.

The sub samples were obviously quite small, but the two biggest directly managed schemes were Ty Enfys and Ty Seren, which achieved overall ratings of 95% and 96% respectively. In both cases, however, the modal response was fairly happy (70% and 77% respectively) rather than ‘very happy’.

To learn more about the overall score a ‘key driver’ analysis was also carried out, using a stepwise linear regression, in order to determine which opinion rating statements in the questionnaires were most closely associated with overall satisfaction. This test does not necessarily suggest a causal link (although there may be one), but it does highlight the combination of opinion rating statements that are the best predictors of overall satisfaction. The analysis identified two key drivers, in descending order of strength:

♦ The support that you receive (99% happy)

♦ Being given the opportunity to take part in decision making (94%, section 6)

The first of these is obviously unsurprising considering the nature of the service provided, and this rating also reflected the improvement in scores since 2008 (99% v 97%). However, due to the fact that in 2008 the vast majority were already very happy with the service (83%) this was not a statistically significant improvement. Once more, Taff were considerably ahead of the benchmark score (91%) on this measure, with results being sufficiently high for there to be nothing further to note in the sub group analysis. As discussed in more detail in section 8 of the report, this rating had key drivers of its own which were again quite obvious, being ratings for satisfaction with the support worker and the extent to which the service had improved their lives.

The second driver of overall satisfaction was the opportunities respondents felt they were given to take part in decision making. This topic is covered in more depth in section 6, but suffice to say that this was another rating that had improved significantly since 2008, with an increase from 86% to 94% happy. Indeed, other positive results in that

“Can't improve, provide an excellent service all round. Communication, punctuality, problem solving, financial areas - absolutely excellent”

“Everything is wonderful, everything is good. Just continue to do what you are doing.”

“For Taff to keep working with the support they give. They offer excellent support services and I would not like this to change.”

“I appreciate all the support I have been given and there is nothing I can think to improve it. Hope the service continues for other people in the future.”

“I can't see any room for improvement. Taff are 100% - effective”

“I think Taff Housing are amazing when it comes with dealing with any problems, they offer excellent support.”

“Keep doing what you are doing. Very happy with all the support that is provided

“Very, very good”


A ‘key driver’ analysis uses a regression test to check which other results in the survey which are best at predicting overall satisfaction

12

section would suggest that both information and service user involvement activities had improved in the last 3 years, which clearly had a positive impact on the overall rating.

There were three other overall ratings, for the home, neighbour and repairs service, which were only relevant to residents in directly managed accommodation. Of these, none had changed significantly since 2008, although with the relatively small sample size it would have required a substantial change for this threshold to have been reached.

There were no concerns about the neighbourhood, as 87% claimed to be happy, including 48% who were very happy. The score was a little lower for those living in Ty Seren, but even then 78% of respondents were positive (30% very happy).

However, the other two ratings were both a number of percentage points lower than the equivalent score in 2008. It is quite possible that these changes are simply due to chance, but are still worth noting in case they are not. The first of these was the rating for the repairs and maintenance service (78%), which was still consistent with the benchmark scores but somewhat below the 90% rating achieved in the concurrent Taff general needs survey. By location this seemed to be more of issue at Ty Enfys, where 67% of residents were happy, but 22% were unhappy. This is in contrast to the score of 100% happy in 2008.

The score was also lower when respondents were asked how happy they were with the home they lived in (77% v 85% in 2008), which was now actually below the benchmark score of 86% and the rating amongst Taff general needs tenants of 88%. However, there were no significant variations in how different groups answered this question, nor was there any indication from the detailed questions on features of the home that there was anything amiss (see section 5). Accordingly, there are no hints to suggest that this is anything other than a chance variation compared to the previous survey.


“I think the work that Taff does is outstanding. Extremely happy with the support I have received, I couldn't have done it without my support worker.”

“I am very happy with the service support worker, has given me. I think she should be support worker of the year”

“I found the support worker very helpful in giving advice and actively providing support in assessing services which would enable me to live and maintain my home and independence.”

“I can't really think of any improvements cos my support worker has been really good.”

13

As previously discussed, overall happiness with the home had decreased since 2008, but not by enough to be statistically significant (77% v 85% happy, chart 4.3). Similarly, when respondents who lived in directly managed accommodation were asked to comment in more detail on various aspects of their home there were no significant variations in comparison to the previous survey (chart 5.1).

In fact, the majority of the ratings were actually a little higher than they had been before, including ratings for security (90% happy), communal areas (90%) and kitchens (85%). The latter score was actually 13% higher than that achieved in 2008, which was close to being statistically significant.

The main exceptions to this pattern were the heating system and windows, both of which were the lowest rated features. In both cases there was a degree of unhappiness expressed (25% and 22% respectively), but more dramatically both received very low positive ratings from residents at Ty Enfys (35% and 32% respectively). Ty Enfys were also less happy about their windows in 2008, and when asked what Taff could do to improve its services in the future, one resident in this year’s survey stated that “the windows need double glazing - we've been waiting a long time” (section 9).

Interestingly, when this group of detailed statements was used in a ‘key driver analysis’ of overall happiness with the home that people lived in, the closest relationships were not, as one might expect, with key components such as bathrooms, kitchens or communal areas. Instead, happiness with the furniture (85%) and storage space (75%) were the best predictors of overall happiness. The reader should remember this this link is not necessarily causal, but it is still worthy of note.

Residents were also asked about their perception of safety and security, and in accordance with the high rating given to the security of the home 93% also agreed that they felt safe and secure living in their home. The rating for privacy has decreased slightly since the previous survey (79% agreed, 17% disagreed), but this was not a significant change, nor where there any significant differences by scheme.

Finally in this section, residents were nearly unanimous in their agreement that house and/or tenancy rules were clear, and 93% also felt that the terms of the agreements were fair (chart 5.6). These scores were so high that there were no clear differences by sub group, were a few points above the equivalent benchmark and the scores from 2008.

5. The home

Green, grey and purple arrow icons denote whether a rating score has changed significantly since the last survey.

The questions in this section were only asked of respondents living in directly managed supported housing (base 61).

14

5. The home

(* if applicable). Directly managed only. Excludes non respondents | % Bases (descending) 19,59,58,61,60,48,60,60,58,61,60,56

very unhappy

fairly unhappy

neither

fairly happy

very happy




%

happy 2011

% happy 2008

confidence (95%)

− Play room/facilities* 100 100 +/- 0

− Security 90 87 +/- 7.7

− Communal areas* 90 86 +/- 7.8

− Furniture (where supplied) 85 86 +/- 9.0

− Garden* 81 73 +/- 11.0

− Kitchen 85 72 +/- 8.9

− Cleanliness of the project 75 75 +/- 11.0

− Storage space 75 81 +/- 11.0

− Decorations 74 65 +/- 11.3

− Bathroom 74 72 +/- 11.0

− Windows 73 77 +/- 11.2

− Heating system 63 78 +/- 12.7

5.1 Features of the home

51 39 5

33 57 5 2 3

28 57 5 5 5


2 3

33 52 5 3 7

23 58 8 2 8

32 43 10

33 42 8 7 10

31 43 12 3 10

23 51 7 2 18

3 12

32 42 5 15 7

34 29 13 11 14

53 47

15

5. The home

% happy

Sample size

Kitchen

Bathroom

Window

s

Heating system

Security

Decorations

Storage space

Furniture (where

supplied)

Garden*

Comm

unal areas*

Play room/facilities*

Cleanliness of the project

Overall 85 74 73 63 90 74 75 85 81 90 100 75

Ty Enfys 20 85 65 32 35 90 70 80 90 80 100 100 70

Ty Golau/Ty Caredig 5 100 80 100 100 100 100 75 25 75 67 - 50

Ty Haul 4 50 75 100 100 100 50 50 75 75 75 - 75

Ty Seren 27 85 82 89 70 89 77 70 93 94 92 - 82

Red Sea House 4 100 75 100 75 78 75 100 75 33 75 - 100

5.2 Satisfaction with the home - by project

Significantly lower than average (95% confidence*)

Significantly higher than average (95% confidence*)

* See appendix A for further information on statistical tests and confidence levels

Care should be taken interpreting these figures due the small sample sizes.

strongly disagree

tend to disagree

neither

tend to agree

strongly agree




%

agree 2011

% agree 2008

confidence (95%)

− Feel safe and secure 93 92 +/- 6.3

− Get privacy here 79 86 +/- 10.3

5.3 Safety and security

62 32

51 28 5


2

Directly managed only. Excludes non respondents | % Bases (descending) 60,61

10 7

5

Benchmark

85

83

16

Yes89

No5Don'tknow

NR6

Yes87

No3Don'tknow

NR10

Yes86

No2

Don'tknow

NR12

Yes89

No3Don'tknow

NR8

5. The home

strongly disagree

tend to disagree

neither

tend to agree

strongly agree




%

agree 2011

% agree 2008

confidence (95%)

− Understand house rules (if applicable)

98 93 +/- 3.3

− Understand occupancy/tenancy rules

97 95 +/- 4.5

− Terms of the agreements are fair

93 88 +/- 6.4

5.6 Rules and agreements

75 24

70 27 3

56 37 3 2 2


2

Directly managed only. Excludes non respondents | % Bases (descending) 59,60,59

5.4 Have copy of occupancy/tenancy agreement

2008

2011

5.5 Have copy of house rules



Benchmark

92

93

90

17

84

95 98

80

90

100

2005 2008 2011

Taff’s support service users seemed to be better informed than they were three years ago, and also appeared to feel that the service was more responsive to their views. Indeed, three measures had increased significantly since the previous survey:

♦ Being kept informed about issues that might affect you (98% good)

♦ We listen to your views and act upon them (95% happy)

♦ Given the opportunity to take part in decision making (94%)

This was consistent with the separate Taff general needs tenant survey, where increases had also been observed for these questions. The latter two questions were given lower scores by directly managed respondents (82% and 84% respectively), although this was still very similar to the general needs scores.

The level of information was rated poorest by residents in Ty Enfys, not because any went so far as to say that Taff was poor in this regard, but because only 35% of that group claimed to be ‘very happy’.

There were no other notable differences in the rating for listening to service users, but when asked whether they felt that they were consulted about changes that affected them, only 64% of residents at Ty Seren agreed, and 20% disagreed.

6. Communication & information

Please note that some 2008 results may vary slightly from those previously published, which is due to minor changes in how these questions are calculated.

%

good 2011

% good 2008

− Being kept informed about things that might affect you

98 95

confidence (95%)

+/- 1.8

6.1 Information

very poor

fairly poor

neither

fairly good

very good




78

See appendix A for further information on statistical tests and

19 2 <1

84


18

6. Communication and information

6.3 Service user involvement

Excludes non respondents | % Bases (descending) 277,264

very unhappy

fairly unhappy

neither

fairly happy

very happy




%

happy 2011

% happy 2008

confidence (95%)

− We listen to your views and act upon them

95 91 +/- 2.7

− Given opportunity to take part in decision making

94 86 +/- 2.9

72 22 4 2


80

Benchmark

73 22 4 1

strongly disagree

tend to disagree

neither

tend to agree

strongly agree




%

agree 2011

% agree 2008

confidence (95%)

− Know how to ask for repairs*

93 92 +/- 6.2

− Know how to contact Taff 93 94 +/- 2.9

− Consulted about any changes

90 92 +/- 3.6

6.2 Communication

66 28

78 16 1

71 20 6 2 2


2

* Directly managed only. Excludes non respondents | % Bases (descending) 61,285,265

5

4 2

<1

19

Yes65

No27

Unsure/NR

8

Yes73

No24

Unsure/NR

3


6.4 Telephoned Taff in last year? (floating support)

2008

2011

Floating support only | % Base 231

%

happy 2011

% happy 2008

− Service received when contacting Taff

96 96

confidence (95%)

+/- 2.8

6.5 Customer service (floating support)

very unhappy

fairly unhappy

neither

fairly happy

very happy




79


17 3 <1

Floating support only. Excludes non respondents | % Base 286 Benchmark

87

The score for the opportunities service users had to take part in decision making was a ‘key driver’ predicting overall satisfaction, although it is unclear why this statement emerged ahead of the others in this section. One possibility is that, unlike Taff’s general needs tenants, supported service users took into account more than just generic involvement activities when answering this question. For example, 97% felt that they were actively involved in reviewing their support needs (chart 8.6).

Moving on to consider general customer service interactions, most respondents said that they knew how to contact Taff (93%), with the same proportion of directly managed residents also knowing how to ask for repairs. Respondents who received floating support were also asked whether they had contacted Taff by telephone during the previous twelve months, and most (73%) said that they had. Their experiences of Taff’s customer support had clearly been extremely good, as almost all of this group (96%) were happy with the service they received. This continued the very high scores seen in 2008, which meant that it was again 9% higher than the comparable benchmark score.

20


6.6 Happy to use

− Telephone

− Visit to your home by staff

− In writing

− Text/SMS

− Newsletter

− Visit to the office

− Email

− Open meetings

− Social networking

80

60

49

24

20

20

12

12

7

More than one answer allowed | % Base 292

2011

20

2 1 1

77

27

4 09

63

Large print CD/Tape Welsh Other language None of these

2008 6.7 Preferred document format


21

Yes80

No10

Unsure/NR10

Yes79

No19

Unsure/NR

2

Awareness of the complaints procedure had remained static since the last survey, with 80% of respondents claiming to know how to make a complaint; compared to only 10% who definitely did not (the remainder were unsure or did not answer). Awareness levels were higher amongst directly managed respondents than in the floating support sample (89% v 78%).

Confidence in the complaints procedure also remained high, with 92% of the sample saying that they would be confident using the complaints procedures if needed – this result did not vary by sub-group.

There was one question in this section where the results had changed significantly since 2008, and this was in relation to help and support structures for any directly managed supported tenants who felt they were being bullied by another resident. The vast majority of respondents were aware of how to access this in 2011 (92%), which was an improvement on the 79% in the 2008 survey.

7. Complaints

7.1 Know how to make a complaint?

2008

2011

% Base 292

22

7. Complaints

%

agree 2011

% agree 2008

− Confident using complaints procedure if needed

92 94

confidence (95%)

+/- 3.5

strongly disagree

tend to disagree

neither

tend to agree

strongly agree




64


28 4 2 2

Know how to make a complaint. Excludes non respondents | % Base 227

Yes79

No19

UnsureNR2

Yes92

No2Unsure

NR6

7.3 Know where to get help/support for bullying (directly managed) 2008

2011


7.2 Complaints procedure

86

Benchmark

23

Yes58

No17

UnsureNR25

Yes63

No9

UnsureNR28

Yes88

No4Unsure

NR8

Yes91

No3Unsure

NR6

Turning now to consider the core support services received by survey respondents, when asked to generally rate how happy they were with this support virtually all of the sample were positive (99%), including 84% who said that they were very happy (section 4).

This rating was obviously closely associated with the perception of Taff overall, but also had ‘key drivers’ of its own. Indeed, it was wholly unsurprising that there was a very close relationship between the rating for the support in general and the overall perception of the support worker, although the extent to which support had made a difference to their life was also a key driver.

In fact, the quality of the support workers was often mentioned as a reason why no further improvements were needed to the survey (see section 9), and every single respondents said that they were happy with their support worker, including 88% who were very happy. Indeed, all but one of the bank of questions on support workers received a rating of at least 98%, with the exception of their availability in emergencies which was still rated positively by 95% of the sample (85% at Ty Enfys). Whilst it is common in supported services surveys for support workers to receive high rating, the average scores are typically in the mid-nineties rather than the virtual unanimity amongst Taff respondents.

8. Support services

8.1 Service explained before support started

2008

2011

% Base 292

8.2 Given copy of tenant support charter

% Base 292

Benchmark

89

24

Yes82

No5

UnsureNR13Yes

80

No7

UnsureNR13

Yes87

No4

UnsureNR9 Yes

87

No3Unsure

NR10

8. Support service

87

100 4

87

81 5

A lot A little None at all Don't know/ N.A.

8.5 Input in agreeing support plan

Those with a support plan | % Base 253

8.3 Have support plan?

2008

2011

8.4 Offered a copy of support plan?

Those with a support plan | % Base 253

% Base 292

25

8. Support service

8.6 Support service generally

Excludes non respondents | % Bases (descending) 265,272,285,250

strongly disagree

tend to disagree

neither

tend to agree

strongly agree




%

agree 2011

% agree 2008

confidence (95%)

− Actively involved in review of support needs

97 95 +/- 2.2

− Ideas and suggestions are treated seriously

96 96 +/- 2.2

− The support has made a positive difference to my life

95 96 +/- 2.6

− Support plan is reviewed when needs change

95 93 +/- 2.8

79 18 2 <1 1

78 17 1 4

70 25 1 4


73 24 3 <1

1

Benchmark

91

89

91

91

In this case sub group analyses were obviously of little value, but a ‘key driver’ analysis did reveal that the of all questions in this bank, the strongest predictor of the overall score for support workers was the politeness and respect with which they dealt with their clients.

Regarding the wider support structures, there was no significant change since 2008 in the proportion of respondents who believed that the service was clearly explained to them (91% yes v 3% no), how many had a support plan (87%) or whether a copy of that plan had been offered (80% yes, 7% no). The vast majority also felt that they had a lot of input into that support plan (87%), with not a single respondent claiming to have had no involvement.

As a consequence, the agreement ratings remained at 95% or more when respondents were asked about their involvement in reviewing their support needs, whether such reviews took place as their needs changed, and the way their ideas were treated. Of these ratings, the most notable variation in the results was that directly managed respondents (89%), particularly living at Ty Seren (87%), were less likely than floating support services users (98%) to say that their ideas and suggestions were treated seriously.

Similarly, 95% of respondents agreed that the support they received had made a positive difference to their lives, which included 78% who strongly agreed. This rating was again higher for floating support respondents compared to those in directly managed accommodation (97% v 84%), with Ty Seren giving the lowest score (79%).

The areas of life which had most commonly seen improvements as a result of the support received were core aspects of maintaining one’s accommodation, including managing debt and money (60%), liaising with landlord and utilities providers (58%) and reporting repairs (53%). In addition, it was pleasing to see that half of the sample felt they had grown in confidence as a direct result of the support provided to them (52%, chart 8.8).

26

%

happy 2011

% happy 2008

− Support worker overall 100 99

confidence (95%)

+/- 0

− Politeness and respect 100 99 +/- 0

− Helpfulness with problem solving

100 98 +/- 0.7

− Doing what they say they will

99 98 +/- 1.0

− Their punctuality 98 98 +/- 1.5

− Frequency of contact 98 - +/- 1.7

− Availability in emergencies

95 95 +/- 2.5

8. Support service

8.7 Support worker

88 12

93 7

88 12

88 11 <1

87 11 1 <1

87 11 1 <1

Excludes non respondents | % Bases (descending) 287,286,285,285,285,286,263

very unhappy

fairly unhappy

neither

fairly happy

very happy





79 3 1 16

Benchmark

93

93

95

94

96

94

All of the respondents in the sample were asked about the support services they currently received, and also which they felt they needed but did not currently receive. The current receipt of services was obviously correlated to the areas of life where improvements had been noted, but of more interest perhaps is those areas of unmet need. As was the case in previous surveys, respondents in directly managed accommodation were a little more likely to feel that they had unfulfilled support needs. Indeed over a third of this group said that they needed at least one of the types of support mentioned in the questionnaire that they did not already receive (38%), compared to only 20% of floating support respondents.

The most requested extra support and advice amongst directly managed respondents were assistance finding move on accommodation and getting access to training, employment, education etc. (both 13%). Interestingly, the third requested types of support amongst directly managed respondents, support when liaising with the landlord or utility companies (11.5%), was actually the service most likely to be supplied to floating support residents (75% compared to only 30% of directly managed).

27

8. Support service

60

58

53

52

51

44

42

39

38

26

24

17

15

11

9

6

4

4

52

56

62

58

51

46

41

30

41

17

33

22

13

10

8

11

5

5


2011

2008

− Managing debt/money

− Liaise with landlord and utility companies

− Reporting repairs

− Increasing confidence

− Understanding tenancy/occupancy agreement

− Identify and access other agencies

− Maintaining the safety of home

− Finding suitable move on accommodation

− Accessing/managing health services

− Managing mental health

− Access to training, employment, education etc.

− Support personal relationships

− Resolving disputes/managing relationships with neighbours

− Parenting and looking after children

− Maintaining crime-free lifestyle

− Managing substance misuse

− Other

− Reducing offending

% directly

managed

% floating support

49 63

18 68

49 55

46 54

54 50

33 46

36 44

49 36

36 39

23 27

44 18

28 14

21 13

23 7

16 7

7 6

2 5

8 3

8.8 Areas of life that support has improved

28

8. Support service

8.9 Advice/support received

65

65

63

62

59

54

51

51

47

33

30

26

23

13

11

9

4

56

40

58

14

57

18

34

56

37

26

62

49

9

49

65

15

22


2011

2008


















% directly

managed

% floating support

54 68

30 75

64 62

51 65

51 61

51 55

43 54

49 52

67 41

30 33

46 25

30 25

25 23

16 12

26 7

12 8

8 3

29

8. Support service

8.10 Advice/support needed

8.2

6.8

6.8

4.8

4.1

4.1

4.1

3.8

3.1

2.7

2.7

2.1

2.1

1.7

1.7

1.0

0.7

9.1

5.9

7.0

3.2

2.1

5.3

5.3

7.5

3.7

3.2

5.3

3.7

3.2

3.7

2.7

4.3

3.7


2011

2008


















% directly

managed

% floating support

13.1 6.9

13.1 5.2

9.8 6.1

4.9 4.8

9.8 2.6

4.9 3.9

11.5 2.2

4.9 3.5

8.2 1.7

4.9 2.2

8.2 1.3

1.6 2.2

3.3 1.7

1.6 1.7

3.3 1.3

3.3 0.4

1.6 0.4

30

At the end of the questionnaire, all of the respondents were asked to give their ideas for how Taff could become the best housing association in Wales. A third of the sample answered this question in their own words, and it is very positive to see that the most frequently given answer was that Taff were already very good and that no further improvements were needed (16%). In addition 6% specifically noted the help that their support worker had given, which taken together resulted in 24% of the sample who gave unprompted compliments to the service. These have not all been included verbatim in the report, but an illustrative selection can be found in section 4.

Of the remaining comments, the two most common themes were around making it easier for people to get suitable accommodation, or continued improvement to communication between staff and service users. However, the most useful means of exploring these comments is actually by scheme or project, and they are presented as such across the next two pages.

9. Ideas for improvement

9.1 Improvements

− Service is very good

− Support worker is very good

− Access to accommodation

− Better communication

− Miscellaneous

− Issues with the property

− Want additional support

− Relax curfews

− Support with shopping

− Don’t want support to end

− More female staff

16

6

3

3

1.4

1.4

1.0

0.7

0.7

0.7

0.7

Coded from free text responses. More than one answer allowed | % Base 292

31


9.2 Directly managed

To help house people who have children

not living with them, but also have a child/

children living ...

Building more Taff properties to enable residents of Ty Enfys to move on quicker.

To ask the other tenants in a Housing meeting to clean and wash up after them in the bathroom.

To recognise the people ... Sometimes I don't

feel I am given much notice of things,

such as maintenance.

Get more tenants by opening an office near Welsh Refugee so as people get easy way to get to you (Taff).

The services about the house and support are nice. But the problem is

the time people are living in sharing as it takes a

long time to get a house.

Improving relationship

between staff and customers. … with them to access

accommodation where they can all live

together, more quickly.

More permanent move on opportunities as I'm under

18 and have been told I have 5 years to wait, but I'm only able to stay at Ty

Haul for 1 more year.

By taking into account

everyone's views, issues, etc.

To be contracted by phone/text instead of letters under my door, so I do not

miss them. To have more than 2 nights

out allowed per week.

More relaxed curfew rules and

times visitors must leave premises.

More female night workers

Would like more things to do with the babies

in the hostel. The garden toys could be more age appropriate. By reducing rents

and service charges at projects due to

them being homeless hostels. To control my

own heating in my flat, e.g. by

radiator. There are not proper windows. I feel they

could be more attentive to sorting out the windows.

To have woman only staff as they are more understanding. I feel

more comfortable with a female member of staff.

Ty Enfys

Ty Haul

Ty Golau/Ty Caredig

Ty Seren

… that are bulling other tenants. To make sure the girls put the hover back on the landing

after they have finished or get a warning. By getting new

windows - big gaps at the top of the window The windows need double

glazing - we've been waiting a long time. I

sometimes feel some night staff have attitude, and could be more flexible.

Increase support time,

more than one a week

32


9.2 Floating support

I am still in hospital and requiring support to find

suitable accommodation. If Taff are able to build level

access ground floor bungalows, I would be very

grateful.

I want to go back to my flat, but I can't/ I'm waiting for a

sheltered flat to become available. If it wasn't for my

support worker, it would have taken me weeks to fill

out the forms.

I am profoundly deaf and need

support

Please build houses in Newport!

I want my support worker

to be able to take me shopping

To provide support with

shopping I want my support

to continue, but my support worker says

they have done everything.

I want to move to St

Bulians By providing

information and assisting with service users'

problems I wish there were more bungalows in

Newport. The waiting list is so

long.

I did not want support to

end.

Lighthouse Project

I would like Taff to manage their own waiting list

I would like 2 visits per week

rather than one, if possible.

I have found all of the changes with support workers

difficult to deal with. With benefit problems it would be useful if Taff

had a hot line that I could ring if I was in desperate

need for advice and emergency support. Make good

communication with the household through

listening to my needs and try to find a suitable

solutions Don't know how to complain, but

have no need too.

Continue communicating with residents

Others

33

Appendix A. Methodology & data analysis

Questionnaire There were two versions of the questionnaire, one for directly managed supported housing, and the other for recipients of Taff’s floating support services. The former was a longer document, as it included additional questions about the accommodation that were only relevant to service users in Taff’s own directly managed schemes.

Both questionnaires was fundamentally the same as those used in 2008, incorporating some questions from the most recent version of the National Housing Federation’s STATUS survey (Version 4ND), with some amendments in 2011 to reflect the draft recommendations for the new Housemark STAR surveys.

Fieldwork The survey was conducted in September and October 2011. Paper self completion questionnaires were distributed by Taff to all of its support service users. A free prize draw and active staff participation were used to ensure a high response rate.

The total survey sample of 292 represents a response rate of 62%, which is a small improvement on the 57% achieved in 2008. This included 61 respondents in supported housing schemes directly managed by Taff, and 231 living in other accommodation but who received floating support services. This equated to response rates of 76% and 60% respectively.

Data analysis Unless otherwise stated, all statistically significant differences are reported at the 95% confidence level. Tests used were the Wilcoxon-Mann-Whitney test, Fischer Exact Probability test and the Pearson Chi Square test as appropriate for the data being examined.

These calculations rely on a number of factors such as the base figure and the level of variance, both within and between sample groups, thereby taking into account more than just the simple percentage difference. This means that some results are reported as significant despite being superficially similar to others that are not.

Readers should also take care when considering percentage results from some of the sub groups within the main sample, as the base figures may sometimes be small. Due to rounding some graphs may not add up to 100%.

A difference between two groups is usually considered statistically significant if chance could explain it only 5% of the time or less.

The survey has a theoretical sampling error of +/- 3.5% at the 95% level.

Sampling error is the amount by which a result might vary due to chance.

34

Appendix B. Example questionnaire (directly managed)

35

Appendix B. Example questionnaire

35


35


35


SUPPORT SERVICES SURVEY 2011 SUPPORTED HOUSING

This survey is extremely important to us and this is your chance to tell us what you think of the services we provide. We want to make sure that the housing and support we offer is what you want and that the help you get is right for you. In order to do this we need your views and ideas. It is your chance to tell us if you like what we do, or if we are doing anything wrong, or could make anything better. We have asked a company called ARP Research to help us with this survey. Anything you tell us will be kept completely confidential and ARP Research will not pass on any personal information about you to Taff Housing Association or any other organisation. If there are questions you do not want to answer then you do not have to. When you have filled in the questionnaire, please seal it in the envelope provided and give it to your support worker. If you want to enter the draw, fill in your details below:

Name:

Address:

Postcode:

Phone:

E-mail:

Fre p iz d aw 10 minutes of your time and you could win:

1 5 £20 vouch s*

36


36


36


36


If you need any part of this information in Braille, on audio tape or explained in your own language, please contact us on the number below.

Os oes angen unrhyw gwybodaeth yn Braille, neu tâp sain neu wedi’i egluro mewn iaith eich h n, cysylltwch gyda ni ar y rhif ffôn isod.

English

Arabic

Gujurati

Welsh

Bengali

Somali

029 2025 9122

* No alternative prize will be offered. The draw will be conducted independently by ARP Research on the survey close date and the

page 2

37


37


37


37


Female

Male

Q2) Are you? tick one only

16 - 17

18 - 21

22 - 25

26 - 34

35 - 44

45 - 54

Q3) Which age group do you belong to?

55 - 59

60 - 64

65 - 74

75 - 84

85 - 94

95+

tick one only

Building up a picture of each household allows us to assess which groups of our service users are satisfied with their home and the services we provide.

About you and your household

Ty Enfys

Ty Golau/Ty Caredig

Ty Haul

Q1) Where do you live? tick one only

Q4) Does anyone in your household have any long-term illness, health problems or disability which limits their daily activities or the work they can do, including any problems which are due to old age?

tick one only

Yes

No

Don’t know

English

Welsh

Arabic

Bengali

Cantonese

Gujarati

Hindi

Q5) What is the main language spoken in your home?

Mandarin

Polish

Punjabi

Somali

Urdu

Other (write in)

tick one only

Ty Seren

Red Sea House

page 3

38


38


38


38


Q6) Which of these groups do you consider you belong to?

White

Welsh/English/Scottish /Northern Irish/British

Irish

Gypsy or Traveller

Any other White background (tick and write in)

Mixed

White & Black Caribbean

White & Black African

White & Asian

Any other Mixed background (tick and write in)

Asian or Asian British

Indian

Pakistani

Bangladeshi

Chinese

Any other Asian background (tick and write in)

Black or Black British

Caribbean

African Somali

African (not Somali)

Any other Black background (tick and write in)

Other ethnic group

Arab

Any other ethnic group (tick and write in)

No religion

Christian (all denominations)

Buddhist

Hindu

Jewish

Q8) What is your religion?

Muslim

Sikh

Any other religion (write in)

Prefer not to say

tick one only

Heterosexual

Gay man

Lesbian

Q7) How would you describe your sexual orientation?

Bisexual

Other

Prefer not to say

tick one only

tick one only

page 4

39


39


39


39


Understanding how you feel about your home and the services you receive is important to us

Q9) Taking everything into account, how happy or unhappy are you with the overall service we provide?

Very happy

Fairly happy Neither

Fairly unhappy

Very unhappy

tick one only

Your home and neighbourhood

Q10) Taking into account the services that Taff provides, how happy or unhappy are you with the following:

tick one per row

Very

happy Fairly happy Neither

Fairly unhappy

Very unhappy

No opinion

a. The home that you live in

b. This neighbourhood as a place to live

c.

The way Taff deals with repairs and maintenance

d. The support that you receive

Yes

No

Don’t know

Q11) Do you have a copy of your occupancy or tenancy agreement? tick one only

Yes

No

Don’t know

Doesn’t apply to me

Q12) Do you have a copy of your house rules (as applicable)? tick one only

page 5

40


40


40


40


Q13) Do agree or disagree with the following statements?

tick one per row

Strongly

agree Tend to agree Neither

Tend to disagree

Strongly disagree

N.A. / No opinion

a.

I understand the rules of my occupancy/tenancy

b.

I understand the house rules (if applicable)

c. The terms of the agreements are fair

Q14) How happy or unhappy are you with the following features of your home?

Very


Fairly unhappy

Very unhappy

N.A. / No opinion

a. Kitchen

b. Bathroom

c. Windows

d. Heating system

e.

Security (e.g. lighting , locks, fencing, spy holes, CCTV where provided)

f. Decorations

g. Storage space

h. Furniture (where supplied by Taff)

i. Garden (if applicable)

j.

Communal areas e.g. corridors, hallways, lounge (if applicable)

k. Play room/facilities (if applicable)

l. Cleanliness of the project

tick one per row

page 6

41


41


41


41



Strongly


Tend to disagree

Strongly disagree

N.A. / No opinion

a.

I get the privacy I need whilst living here

b. I feel safe and secure living here

It is important to us that we communicate clearly with you in ways that suit you best.

Keeping in touch

Q16) How good or poor do you feel we are at keeping you informed about things that might affect you as a tenant?

Very good

Fairly good Neither

Fairly poor

Very poor

No opinion

tick one only

Q17) Do agree or disagree with the following statements? tick one per row

Strongly agree

Tend to agree Neither

Tend to disagree

Strongly disagree

N.A. / No opinion

a.

I know how to contact Taff Housing Association

b.

Taff consult me enough about changes that might affect me

c.

I know how to ask for repairs to my home

tick one per row

page 7

42


42


42


42


Q19) Thinking about the services Taff provide, how happy or unhappy are you that we give you the chance to take part in decision making?

tick one only

Q18) How happy or unhappy are you that we listen to your views and act upon them?

Very happy


Fairly unhappy

Very unhappy

No opinion

tick one only

Very happy


Fairly unhappy

Very unhappy

No opinion

Email

Social networking (e.g. Twitter, Facebook)

Telephone

Text/SMS

In writing

Q20) Which of the following methods of being kept informed and getting in touch with us are you happy to use?

Visit to the office

Visit to your home by staff

Open meetings

Newsletter

tick all that apply

Large print

CD or audio tape

Q21) Would you prefer to receive documents in any of the following alternative formats?

tick all that apply

If you would like Taff to know who you are for this question only then tick this box:

Welsh

Any other language

We want to make sure we are providing support services that meet your needs

Support services

Yes

No Unsure

Q22) Was Taff’s support service explained to you before your support started?

tick one only

page 8

43


43


43


43


Yes go to Q24

No go to Q26

Unsure go to Q26

tick one only Q23) Do you have a support plan?

Yes

No

Unsure

tick one only Q24) Were you offered a copy of your support plan?

tick one only Q25) How much input did you have in agreeing your support plan?

Yes

No

Unsure

tick one only Q26) Have you been given a copy of the tenant support charter?


Strongly agree


Tend to disagree

Strongly disagree

N.A. / No opinion

a.

My support plan is reviewed when my needs change

b.

I am actively involved in the review of my support needs

c.

The ideas and suggestions I make are treated seriously

d.

The support I receive has made a positive difference to my life

A lot

A little

None at all

Don’t know N.A.

tick one per row

page 9

44


44


44


44


I already

get this I don’t get it,

but I do need it I don’t need it

a. Managing debt/money

b. Maintaining the safety of your home

c. Finding suitable move on accommodation

d. Maintaining a crime–free lifestyle

e.

Resolving disputes/managing relationships with neighbours

f.

Access to training, employment, volunteering and education

g.

To identify and access other agencies e.g. social services, age concern etc.

h.

Support with personal relationships and friendships

i. Parenting and looking after children

j. Increasing confidence

k.

Understanding tenancy/occupancy agreement

l. Liaising with landlord and utility companies

m. Reporting repairs

n.

Accessing and managing health services e.g. GP and midwives

o. Managing substance misuse

p. Managing mental health

q. Reducing offending

Q28) Do you receive the following advice or support, or do you think that you need to?

tick one per row

page 2 page 10

45


45


45


45


Q29) How happy or unhappy are you with your support worker in terms of the following?

tick one per row

Very


Fairly unhappy

Very unhappy

N.A. / No opinion

a. Helpfulness with problem solving

b.

Politeness and respect with which they treat you

d.

Their availability in emergencies when you need them

e. Their punctuality

f. Doing what they say they will

g.

Taking everything into account, your support worker overall

c. Frequency of contact

Managing debt/money Maintaining the safety of your home Finding suitable move on accommodation Maintaining a crime free lifestyle Resolving disputes/managing relationships with neighbours

Access to training, employment, volunteering and education To identify and access other agencies e.g. social services, age concern etc. Support with personal relationships and friendships Parenting and looking after children Increasing confidence Understanding tenancy/occupancy agreement Liaising with landlord and utility companies

Reporting repairs Accessing and managing health services e.g. GP and midwives Managing substance misuse Managing mental health Reducing offending Other (write in)

Q30) Thinking about the support services that you receive, which areas of your life has it helped to improve?

tick all that apply

page 11

46


46


46


46


Yes go to Q32

No go to Q33

Unsure go to Q33

tick one only Q31) Do you know how to make a complaint?

Q32) How much do you agree or disagree that you would feel confident using the complaints procedure if you needed to?

tick one only

Strongly agree


Tend to disagree

Strongly disagree

No opinion

The future

Q34) Taff wants to be the best housing association in Wales. Please tell us how you think that may achieve this:

Yes

No

Unsure

Q33) Do you know where to get help and support if you are being bullied by another resident??

tick one only

We are interested in anything else you have to say about the services we provide, so that we can improve them in the future

Thank you for taking part! Please now seal in the supplied envelope and give it to your support worker, Taff staff member or put it in the post!

Complaints

It is important that you are able to tell us if you are unhappy with our services.

write in

47

Appendix C. Example questionnaire (floating support)

48

49


49


49


49

Appendix B. Example questionnaire (floating support)

SUPPORT SERVICES SURVEY 2011 FLOATING SUPPORT

This survey is extremely important to us and this is your chance to tell us what you think of the services we provide. We want to make sure that the housing and support we offer is what you want and that the help you get is right for you. In order to do this we need your views and ideas. It is your chance to tell us if you like what we do, or if we are doing anything wrong, or could make anything better. We have asked a company called ARP Research to help us with this survey. Anything you tell us will be kept completely confidential and ARP Research will not pass on any personal information about you to Taff Housing Association or any other organisation. If there are questions you do not want to answer then you do not have to. When you have filled in the questionnaire, please seal it in the envelope provided and give it to your support worker. If you want to enter the draw, fill in your details below:

Name:

Address:

Postcode:

Phone:

E-mail:

Fre p iz d aw 10 minutes of your time and you could win:

1 5 £20 vouch s*

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50


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50


If you need any part of this information in Braille, on audio tape or explained in your own language, please contact us on the number below.

Os oes angen unrhyw gwybodaeth yn Braille, neu tâp sain neu wedi’i egluro mewn iaith eich h n, cysylltwch gyda ni ar y rhif ffôn isod.

English

Arabic

Gujurati

Welsh

Bengali

Somali

029 2025 9122

* No alternative prize will be offered. The draw will be conducted independently by ARP Research on the survey close date and the prizes distributed thereafter. page 2

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Female

Male

Q2) Are you? tick one only

16 - 17

18 - 21

22 - 25

26 - 34

35 - 44

45 - 54

Q3) Which age group do you belong to?

55 - 59

60 - 64

65 - 74

75 - 84

85 - 94

95+

tick one only

Building up a picture of each household allows us to assess which groups of our service users are satisfied with the services we provide.

About you and your household

Taff Housing Association

Cardiff Council

Vale of Glamorgan Council

Newport Council

Q1) Which of the following organisations provide your home? tick one only

Q4) Does anyone in your household have any long-term illness, health problems or disability which limits their daily activities or the work they can do, including any problems which are due to old age?

tick one only

Yes

No

Don’t know

English

Welsh

Arabic

Bengali

Cantonese

Gujarati

Hindi

Q5) What is the main language spoken in your home?

Mandarin

Polish

Punjabi

Somali

Urdu

Other (write in)

tick one only

Cardiff Foyer

Unsure

Other (write in)

Cardiff Older People

page 3

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Q6) Which of these groups do you consider you belong to?

White

Welsh/English/Scottish /Northern Irish/British

Irish

Gypsy or Traveller

Any other White background (tick and write in)

Mixed

White & Black Caribbean

White & Black African

White & Asian

Any other Mixed background (tick and write in)

Asian or Asian British

Indian

Pakistani

Bangladeshi

Chinese

Any other Asian background (tick and write in)

Black or Black British

Caribbean

African Somali

African (not Somali)

Any other Black background (tick and write in)

Other ethnic group

Arab

Any other ethnic group (tick and write in)

No religion

Christian (all denominations)

Buddhist

Hindu

Jewish

Q8) What is your religion?

Muslim

Sikh

Any other religion (write in)

Prefer not to say

tick one only

Heterosexual

Gay man

Lesbian

Q7) How would you describe your sexual orientation?

Bisexual

Other

Prefer not to say

tick one only

tick one only

page 4

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Understanding how you feel about the services you receive is important to us

Q9) Taking everything into account, how happy or unhappy are you with the overall service we provide?

Very happy


Fairly unhappy

Very unhappy

tick one only

Overall satisfaction

Q10) How happy or unhappy are you with the support you receive?

Very happy


Fairly unhappy

Very unhappy

tick one only

It is important to us that we communicate clearly with you in ways that suit you best.

Keeping in touch

Q11) How good or poor do you feel we are at keeping you informed about things that might affect you as a support service user?

Very good

Fairly good Neither

Fairly poor

Very poor

No opinion

tick one only

page 5

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Yes go to Q14

No go to Q15

Unsure go to Q15

tick one only Q13) Have you contacted Taff by telephone in the last year?

Q14) How happy or unhappy were you with the service you received when you contacted the office?

Very happy


Fairly unhappy

Very unhappy

No opinion

tick one only

Q15) How happy or unhappy are you that we listen to your views and act upon them?

Very happy


Fairly unhappy

Very unhappy

No opinion

tick one only


tick one per row

Strongly agree


Tend to disagree

Strongly disagree

N.A. / No opinion

a.

I know how to contact Taff Housing Association

b.

Taff consult me enough about changes that might affect me

page 6

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Large print

Any other language

CD or audio tape

Welsh

Q18) Would you prefer to receive documents in any of the following alternative formats?

tick all that apply

If you would like Taff to know who you are for this question only then tick this box:

We want to make sure we are providing support services that meet your needs

Support services

Yes

No Unsure

Q19) Was Taff’s support service explained to you before your support started?

tick one only

Email

Social networking (e.g. Twitter, Facebook)

Telephone

Text/SMS

In writing

Q17) Which of the following methods of being kept informed and getting in touch with us are you happy to use?

Visit to the office

Visit to your home by staff

Open meetings

Newsletter

tick all that apply

Q16) Thinking about the services Taff provide, how happy or unhappy are you that we give you the chance to take part in decision making?

tick one only

Very happy


Fairly unhappy

Very unhappy

No opinion

page 7

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tick one only Q22) How much input did you have in agreeing your support plan?

Yes

No

Unsure

tick one only Q23) Have you been given a copy of the tenant support charter?


Strongly


Tend to disagree

Strongly disagree

N.A. / No opinion

a.

My support plan is reviewed when my needs change

b.

I am actively involved in the review of my support needs

c.

The ideas and suggestions I make are treated seriously

d.

The support I receive has made a positive difference to my life

A lot

A little

None at all

Don’t know N.A.

tick one per row

Yes go to Q21

No go to Q23

Unsure go to Q23

tick one only Q20) Do you have a support plan?

Yes

No

Unsure

tick one only Q21) Were you offered a copy of your support plan?

page 8

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I already

get this I don’t get it,

but I do need it I don’t need it

a. Managing debt/money

b. Maintaining the safety of your home

c. Finding suitable move on accommodation

d. Maintaining a crime–free lifestyle

e.

Resolving disputes/managing relationships with neighbours

f.

Access to training, employment, volunteering and education

g.

To identify and access other agencies e.g. social services, age concern etc.

h.

Support with personal relationships and friendships

i. Parenting and looking after children

j. Increasing confidence

k.

Understanding tenancy/occupancy agreement

l. Liaising with landlord and utility companies

m. Reporting repairs

n.

Accessing and managing health services e.g. GP and midwives

o. Managing substance misuse

p. Managing mental health

q. Reducing offending

Q25) Do you receive the following advice or support, or do you think that you need to?

tick one per row

page 9

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Q26) How happy or unhappy are you with your support worker in terms of the following?

tick one per row

Very


Fairly unhappy

Very unhappy

N.A. / No opinion

a. Helpfulness with problem solving

b.

Politeness and respect with which they treat you

d.

Their availability in emergencies when you need them

e. Their punctuality

f. Doing what they say they will

g.

Taking everything into account, your support worker overall

c. Frequency of contact

Managing debt/money Maintaining the safety of your home

Finding suitable move on accommodation Maintaining a crime free lifestyle Resolving disputes/managing relationships with neighbours Access to training, employment, volunteering and education To identify and access other agencies e.g. social services, age concern etc. Support with personal relationships and friendships Parenting and looking after children Increasing confidence

Understanding tenancy/occupancy agreement Liaising with landlord and utility companies Reporting repairs Accessing and managing health services e.g. GP and midwives Managing substance misuse Managing mental health Reducing offending

Other (write in)

Q27) Thinking about the support services that you receive, which areas of your life has it helped to improve?

tick all that apply

page 10

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Yes go to Q29

No go to Q30

Unsure go to Q30

tick one only Q28) Do you know how to make a complaint?

Q29) How much do you agree or disagree that you would feel confident using the complaints procedure if you needed to?

tick one only

Strongly agree


Tend to disagree

Strongly disagree

No opinion

The future

Q30) Taff wants to be the best housing association in Wales. Please tell us how you think that may achieve this:

We are interested in anything else you have to say about the services we provide, so that we can improve them in the future

Thank you for taking part! Please now seal in the supplied envelope and give it to your support worker, Taff staff member or put it in the post!

Complaints

It is important that you are able to tell us if you are unhappy with our services.

write in

page 11

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Appendix D. Data summary

Please note that the question numbers refer to the directly managed version of the questionnaire.

Throughout the report the quoted results typically refer to the ‘valid’ column of the data summary if it appears.

The ‘valid’ column contains data that has been rebased, normally because non-respondents were excluded and/or question routing applied.

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Frequency % overall % valid

Category Base: 292 1: Directly managed 61 20.9 2: Floating support 231 79.1

N/R 0 0.0

Q1 Location (DM) Base: 61 3: Ty Enfys 20 6.8 32.8 4: Ty Golau/Ty Caredig 5 1.7 8.2 5: Ty Haul 4 1.4 6.6 6: Ty Seren 27 9.2 44.3 7: Red Sea House 4 1.4 6.6

N/R 232 79.5 1.6

Q1 Accomodation provider (FS) Base: 231 8: Cardiff Forensic 12 4.1 5.2 9: Cardiff Foyer 13 4.5 5.6 10: Cardiff Generic 35 12.0 15.2 11: Cardiff Older Persons 20 6.8 8.7 12: Lighthouse Project 77 26.4 33.3 13: Taff Housing Association 28 9.6 12.1 14: Vale of Glamorgan 45 15.4 19.5 15: Other 1 0.3 0.4

N/R 61 20.9 0.0

Q2 Gender Base: 292 16: Female 182 62.3 17: Male 106 36.3

N/R 4 1.4

Q3 Age group Base: 292 18: 16 - 17 11 4.0 19: 18 - 21 46 16.0 20: 22 - 25 23 8.0 21: 26 - 34 21 7.0 22: 35 - 44 39 13.0 23: 45 - 54 53 18.0 24: 55 - 59 20 7.0 25: 60 - 64 12 4.0 26: 65 - 74 31 11.0 27: 75 - 84 21 7.0 28: 85 - 94 11 4.0 29: 95+ 1 0.3

N/R 3 1.0

Q4 Long-term illness, health problem, etc. Base: 292 30: Yes 184 63.0 31: No 94 32.2 32: Don't know 11 3.8

N/R 3 1.0

Q5 Main language spoken in the home Base: 292

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33: English 264 90.4 34: Welsh 11 3.8 35: Arabic 6 2.1 36: Bengali 4 1.4 37: Cantonese 2 0.7 38: Gujurati 2 0.7 39: Hindi 2 0.7 40: Mandarin 1 0.3 41: Polish 0 0.0 42: Punjabi 0 0.0 43: Somali 0 0.0 44: Urdu 0 0.0 45: Other 0 0.0

0 0.0N/R

Q6 Ethnic background Base: 292 46: Welsh/English/Scottish/Northern Irish/British 240 82.2 47: Irish 2 0.7 48: Gypsy or Traveller 0 0.0 49: Any other White background 6 2.1 50: White & Black Caribbean 6 2.1 51: White & Black African 2 0.7 52: White & Asian 2 0.7 53: Any other Mixed background 2 0.7 54: Indian 0 0.0 55: Pakistani 1 0.3 56: Bangladeshi 2 0.7 57: Chinese 0 0.0 58: Any other Asian background 2 0.7 59: Caribbean 3 1.0 60: African Somali 5 1.7 61: African (not Somali) 12 4.1 62: Any other Black background 2 0.7 63: Arab 2 0.7 64: Any other ethnic group 1 0.3

N/R 2 0.7

Q7 How would you describe your sexual orientation? Base: 292 65: Heterosexual 268 91.8 66: Gay man 0 0.0 67: Lesbian 1 0.3 68: Bisexual 6 2.1 69: Other 2 0.7 70: Prefer not to say 7 2.4

N/R 8 2.7

Q8 What is your religion? Base: 292 71: No religion 127 43.5 72: Christian (all denominations) 126 43.2 73: Buddhist 2 0.7 74: Hindu 0 0.0 75: Jewish 0 0.0 76: Muslim 19 6.5 77: Sikh 0 0.0

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78: Any other religion 6 2.1 79: Prefer not to say 7 2.4

N/R 5 1.7

Q9 How happy or unhappy are you with the overall service we provide? Base: 292 80: Very happy 216 74.0 74.5 81: Fairly happy 67 22.9 23.1 82: Neither 5 1.7 1.7 83: Fairly unhappy 1 0.3 0.3 84: Very unhappy 1 0.3 0.3

N/R 2 0.7

Q10a The home that you live in Base: 61 85: Very happy 15 5.1 24.6 86: Fairly happy 32 11.0 52.5 87: Neither 8 2.7 13.1 88: Fairly unhappy 1 0.3 1.6 89: Very unhappy 5 1.7 8.2 90: No opinion 0 0.0

N/R 231 79.1 0.0

Q10b Your neighbourhood as a place to live Base: 61 91: Very happy 29 9.9 47.5 92: Fairly happy 24 8.2 39.3 93: Neither 5 1.7 8.2 94: Fairly unhappy 3 1.0 4.9 95: Very unhappy 0 0.0 0.0 96: No opinion 0 0.0

N/R 231 79.1 0.0

Q10c The way Taff deals with repairs and maintenance Base: 61 97: Very happy 22 7.5 43.1 98: Fairly happy 18 6.2 35.3 99: Neither 5 1.7 9.8 100: Fairly unhappy 5 1.7 9.8 101: Very unhappy 1 0.3 2.0 102: No opinion 10 3.4

N/R 231 79.1 0.0

Q10d The support that you receive Base: 292 103: Very happy 242 82.9 84.0 104: Fairly happy 44 15.1 15.3 105: Neither 0 0.0 0.0 106: Fairly unhappy 2 0.7 0.7 107: Very unhappy 0 0.0 0.0 108: No opinion 3 1.0

N/R 1 0.3

Q11 Have a copy of the occupancy/tenancy agreement Base: 61 109: Yes 54 18.5 88.5 110: No 2 0.7 3.3

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111: Don't know 4 1.4 6.6

N/R 232 79.5 1.6

Q12 Have a copy of the house rules Base: 61 112: Doesn't apply to me 1 0.3 1.6 113: Yes 54 18.5 88.5 114: No 3 1.0 4.9 115: Don't know 3 1.0 4.9

N/R 231 79.1 0.0

Q13a I understand the rules of my occupancy/tenancy Base: 61 116: Strongly agree 42 14.4 70.0 117: Tend to agree 16 5.5 26.7 118: Neither 2 0.7 3.3 119: Tend to disagree 0 0.0 0.0 120: Strongly disagree 0 0.0 0.0 121: N.A. / No opinion 1 0.3

N/R 231 79.1 0.0

Q13b I understand the house rules Base: 61 122: Strongly agree 44 15.1 74.6 123: Tend to agree 14 4.8 23.7 124: Neither 1 0.3 1.7 125: Tend to disagree 0 0.0 0.0 126: Strongly disagree 0 0.0 0.0 127: N.A. / No opinion 1 0.3

N/R 232 79.5 1.6

Q13c The terms of the agreements are fair Base: 61 128: Strongly agree 33 11.3 55.9 129: Tend to agree 22 7.5 37.3 130: Neither 2 0.7 3.4 131: Tend to disagree 1 0.3 1.7 132: Strongly disagree 1 0.3 1.7 133: N.A. / No opinion 0 0.0

N/R 233 79.8 3.3

Q14a Kitchen Base: 61 134: Very happy 17 5.8 27.9 135: Fairly happy 35 12.0 57.4 136: Neither 3 1.0 4.9 137: Fairly unhappy 3 1.0 4.9 138: Very unhappy 3 1.0 4.9 139: N.A. / No opinion 0 0.0

N/R 231 79.1 0.0

Q14b Bathroom Base: 61 140: Very happy 14 4.8 23.0 141: Fairly happy 31 10.6 50.8 142: Neither 4 1.4 6.6 143: Fairly unhappy 11 3.8 18.0

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144: Very unhappy 1 0.3 1.6 145: N.A. / No opinion 0 0.0

N/R 231 79.1 0.0

Q14c Windows Base: 61 146: Very happy 19 6.5 31.7 147: Fairly happy 25 8.6 41.7 148: Neither 3 1.0 5.0 149: Fairly unhappy 4 1.4 6.7 150: Very unhappy 9 3.1 15.0 151: N.A. / No opinion 0 0.0

N/R 232 79.5 1.6

Q14d Heating system Base: 61 152: Very happy 19 6.5 33.9 153: Fairly happy 16 5.5 28.6 154: Neither 7 2.4 12.5 155: Fairly unhappy 8 2.7 14.3 156: Very unhappy 6 2.1 10.7 157: N.A. / No opinion 5 1.7

N/R 231 79.1 0.0

Q14e Security Base: 61 158: Very happy 30 10.3 50.8 159: Fairly happy 23 7.9 39.0 160: Neither 3 1.0 5.1 161: Fairly unhappy 2 0.7 3.4 162: Very unhappy 1 0.3 1.7 163: N.A. / No opinion 2 0.7

N/R 231 79.1 0.0

Q14f Decorations Base: 61 164: Very happy 18 6.2 31.0 165: Fairly happy 25 8.6 43.1 166: Neither 7 2.4 12.1 167: Fairly unhappy 6 2.1 10.3 168: Very unhappy 2 0.7 3.4 169: N.A. / No opinion 2 0.7

N/R 232 79.5 1.6

Q14g Storage space Base: 61 170: Very happy 20 6.8 33.3 171: Fairly happy 25 8.6 41.7 172: Neither 5 1.7 8.3 173: Fairly unhappy 6 2.1 10.0 174: Very unhappy 4 1.4 6.7 175: N.A. / No opinion 1 0.3

N/R 231 79.1 0.0

Q14h Furniture Base: 61 176: Very happy 20 6.8 33.3

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177: Fairly happy 31 10.6 51.7 178: Neither 3 1.0 5.0 179: Fairly unhappy 4 1.4 6.7 180: Very unhappy 2 0.7 3.3 181: N.A. / No opinion 0 0.0

N/R 232 79.5 1.6

Q14i Garden Base: 61 182: Very happy 11 3.8 22.9 183: Fairly happy 28 9.6 58.3 184: Neither 4 1.4 8.3 185: Fairly unhappy 4 1.4 8.3 186: Very unhappy 1 0.3 2.1 187: N.A. / No opinion 12 4.1

N/R 232 79.5 1.6

Q14j Communal areas Base: 61 188: Very happy 19 6.5 32.8 189: Fairly happy 33 11.3 56.9 190: Neither 3 1.0 5.2 191: Fairly unhappy 2 0.7 3.4 192: Very unhappy 1 0.3 1.7 193: N.A. / No opinion 2 0.7

N/R 232 79.5 1.6

Q14k Play room/ facilities Base: 20 194: Very happy 10 3.4 52.6 195: Fairly happy 9 3.1 47.4 196: Neither 0 0.0 0.0 197: Fairly unhappy 0 0.0 0.0 198: Very unhappy 0 0.0 0.0 199: N.A. / No opinion 0 0.0

N/R 273 93.5 5.0

Q14l Cleanliness of the project Base: 61 200: Very happy 19 6.5 31.7 201: Fairly happy 26 8.9 43.3 202: Neither 6 2.1 10.0 203: Fairly unhappy 7 2.4 11.7 204: Very unhappy 2 0.7 3.3 205: N.A. / No opinion 0 0.0

N/R 232 79.5 1.6

Q15a I get the privacy I need whilst living here Base: 61 206: Strongly agree 31 10.6 50.8 207: Tend to agree 17 5.8 27.9 208: Neither 3 1.0 4.9 209: Tend to disagree 6 2.1 9.8 210: Strongly disagree 4 1.4 6.6 211: N.A. / No opinion 0 0.0

N/R 231 79.1 0.0

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Q15b I feel safe and secure living here Base: 61 212: Strongly agree 37 12.7 61.7 213: Tend to agree 19 6.5 31.7 214: Neither 1 0.3 1.7 215: Tend to disagree 3 1.0 5.0 216: Strongly disagree 0 0.0 0.0 217: N.A. / No opinion 0 0.0

N/R 232 79.5 1.6

Q16 How good/poor are Taff at keeping you informed? Base: 292 218: Very good 224 76.7 78.3 219: Fairly good 55 18.8 19.2 220: Neither 5 1.7 1.7 221: Fairly poor 1 0.3 0.3 222: Very poor 1 0.3 0.3 223: No opinion 4 1.4

N/R 2 0.7

Q17a I know how to contact Taff Base: 292 224: Strongly agree 221 75.7 77.5 225: Tend to agree 45 15.4 15.8 226: Neither 3 1.0 1.1 227: Tend to disagree 11 3.8 3.9 228: Strongly disagree 5 1.7 1.8 229: N.A. / No opinion 6 2.1

N/R 1 0.3

Q17b Taff consult me about changes that affect me Base: 292 230: Strongly agree 187 64.0 70.6 231: Tend to agree 52 17.8 19.6 232: Neither 15 5.1 5.7 233: Tend to disagree 6 2.1 2.3 234: Strongly disagree 5 1.7 1.9 235: N.A. / No opinion 23 7.9

N/R 4 1.4

Q17c Know how to make request for repairs to my home Base: 61 236: Strongly agree 40 13.7 65.6 237: Tend to agree 17 5.8 27.9 238: Neither 1 0.3 1.6 239: Tend to disagree 3 1.0 4.9 240: Strongly disagree 0 0.0 0.0 241: N.A. / No opinion 0 0.0

N/R 231 79.1 0.0

F13 Have you contacted Taff by telephone in the last year? Base: 231 242: Yes 169 57.9 73.2 243: No 55 18.8 23.8 244: Unsure 5 1.7 2.2

N/R 63 21.6 0.9

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F14 The service you received when you contacted the office Base: 169 245: Very happy 133 45.5 79.2 246: Fairly happy 29 9.9 17.3 247: Neither 5 1.7 3.0 248: Fairly unhappy 1 0.3 0.6 249: Very unhappy 0 0.0 0.0 250: N.A. / No opinion 1 0.3

N/R 123 42.1 0.0

Q18 We listen to your views and act upon them Base: 292 251: Very happy 201 68.8 72.6 252: Fairly happy 61 20.9 22.0 253: Neither 11 3.8 4.0 254: Fairly unhappy 4 1.4 1.4 255: Very unhappy 0 0.0 0.0 256: No opinion 12 4.1

N/R 3 1.0

Q19 Give you the chance to take part in decision making Base: 292 257: Very happy 191 65.4 72.3 258: Fairly happy 57 19.5 21.6 259: Neither 10 3.4 3.8 260: Fairly unhappy 5 1.7 1.9 261: Very unhappy 1 0.3 0.4 262: No opinion 27 9.2

N/R 1 0.3

Q20 Prefer method of contact - keeping you informed and getting in touch? Base: 292 263: Email 233 80.0 264: Social networking 176 60.0 265: Telephone 142 49.0 266: Text/SMS 69 24.0 267: In writing 59 20.0 268: Visit to the office 58 20.0 269: Visit to your home by staff 34 12.0 270: Open meetings 34 12.0 271: Newsletter 20 7.0

N/R 2 0.7

Q21 Preferred documentation format? Base: 292 272: Large print 58 19.9 273: CD or audio tape 7 2.4 274: Welsh 2 0.7 275: Any other language 3 1.0

N/R 225 77.1

Q22 Taff's support service was explained before start Base: 292 276: Yes 266 91.1 277: No 10 3.4 278: Unsure 16 5.5

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N/R 0 0.0

Q23 Do you have a support plan? Base: 292 279: Yes 253 86.6 280: No 11 3.8 281: Unsure 27 9.2

N/R 1 0.3

Q24 Were you offered a copy of your support plan? Base: 253 282: Yes 203 69.5 80.2 283: No 18 6.2 7.1 284: Unsure 32 11.0 12.6

N/R 39 13.4 0.0

Q25 Amount of input in agreeing your support plan Base: 253 285: A lot 218 74.7 86.5 286: A little 25 8.6 9.9 287: None at all 0 0.0 0.0 288: Don't know/ N.A. 9 3.1 3.6

N/R 40 13.7 0.4

Q26 Been given a copy of tenant support charter Base: 292 289: Yes 170 58.2 290: No 50 17.1 291: Unsure 65 22.3

N/R 7 2.4

Q27a Support plan is reviewed when my needs change Base: 292 292: Strongly agree 174 59.6 69.6 293: Tend to agree 63 21.6 25.2 294: Neither 10 3.4 4.0 295: Tend to disagree 1 0.3 0.4 296: Strongly disagree 2 0.7 0.8 297: N.A. / No opinion 34 11.6

N/R 8 2.7

Q27b Actively involved in review of support needs Base: 292 298: Strongly agree 192 65.8 72.5 299: Tend to agree 64 21.9 24.2 300: Neither 7 2.4 2.6 301: Tend to disagree 1 0.3 0.4 302: Strongly disagree 1 0.3 0.4 303: N.A. / No opinion 21 7.2

N/R 6 2.1

Q27c Ideas and suggestions are treated seriously Base: 292 304: Strongly agree 214 73.3 78.7 305: Tend to agree 48 16.4 17.6 306: Neither 5 1.7 1.8 307: Tend to disagree 4 1.4 1.5 308: Strongly disagree 1 0.3 0.4

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309: N.A. / No opinion 16 5.5

N/R 4 1.4

Q27d Support received - positive difference to life Base: 292 310: Strongly agree 221 75.7 77.5 311: Tend to agree 49 16.8 17.2 312: Neither 11 3.8 3.9 313: Tend to disagree 2 0.7 0.7 314: Strongly disagree 2 0.7 0.7 315: N.A. / No opinion 6 2.1

N/R 1 0.3

Q28a Managing debt/money Base: 292 316: I already get this 191 65.4 317: Don't receive-do need 12 4.1 318: I don't need it 80 27.4

N/R 9 3.1

Q28b Maintaining the safety of home Base: 292 319: I already get this 150 51.4 320: Don't receive-do need 12 4.1 321: I don't need it 113 38.7

N/R 17 5.8

Q28c Finding suitable move on accomodation Base: 292 322: I already get this 136 46.6 323: Don't receive-do need 24 8.2 324: I don't need it 117 40.1

N/R 15 5.1

Q28d Maintain crime-free lifestyle Base: 292 325: I already get this 38 13.0 326: Don't receive-do need 2 0.7 327: I don't need it 224 76.7

N/R 28 9.6

Q28e Resolving neighbour disputes Base: 292 328: I already get this 67 22.9 329: Don't receive-do need 8 2.7 330: I don't need it 192 65.8

N/R 25 8.6

Q28f Access to training, employment Base: 292 331: I already get this 86 29.5 332: Don't receive-do need 20 6.8 333: I don't need it 165 56.5

N/R 21 7.2

Q28g Identify/access other agencies Base: 292

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334: I already get this 172 58.9 335: Don't receive-do need 11 3.8 336: I don't need it 92 31.5

N/R 17 5.8

Q28h Support personal relationships Base: 292 337: I already get this 76 26.0 338: Don't receive-do need 8 2.7 339: I don't need it 189 64.7

N/R 19 6.5

Q28i Parenting, looking after child Base: 292 340: I already get this 32 11.0 341: Don't receive-do need 5 1.7 342: I don't need it 223 76.4

N/R 32 11.0

Q28j Increasing confidence Base: 292 343: I already get this 149 51.0 344: Don't receive-do need 20 6.8 345: I don't need it 107 36.6

N/R 16 5.5

Q28k Understand tenancy/occupancy agreement Base: 292 346: I already get this 183 62.7 347: Don't receive-do need 5 1.7 348: I don't need it 86 29.5

N/R 18 6.2

Q28l Liaise with landlord and utility companies Base: 292 349: I already get this 191 65.4 350: Don't receive-do need 12 4.1 351: I don't need it 72 24.7

N/R 17 5.8

Q28m Reporting repairs Base: 292 352: I already get this 182 62.3 353: Don't receive-do need 9 3.1 354: I don't need it 86 29.5

N/R 15 5.1

Q28n Accessing/managing health services Base: 292 355: I already get this 157 53.8 356: Don't receive-do need 6 2.1 357: I don't need it 112 38.4

N/R 17 5.8

Q28o Managing substance misuse Base: 292 358: I already get this 26 8.9

73



359: Don't receive-do need 3 1.0 360: I don't need it 237 81.2

N/R 26 8.9

Q28p Managing mental health Base: 292 361: I already get this 95 32.5 362: Don't receive-do need 14 4.8 363: I don't need it 163 55.8

N/R 20 6.8

Q28q Reducing offending Base: 292 364: I already get this 11 3.8 365: Don't receive-do need 6 2.1 366: I don't need it 246 84.2

N/R 29 9.9

Q29a Helpfulness with problem solving Base: 292 367: Very happy 251 86.0 88.1 368: Fairly happy 33 11.3 11.6 369: Neither 0 0.0 0.0 370: Fairly unhappy 1 0.3 0.4 371: Very unhappy 0 0.0 0.0 372: N.A. / No opinion 5 1.7

N/R 2 0.7

Q29b Politeness & respect with which they treat you Base: 292 373: Very happy 265 90.8 92.7 374: Fairly happy 21 7.2 7.3 375: Neither 0 0.0 0.0 376: Fairly unhappy 0 0.0 0.0 377: Very unhappy 0 0.0 0.0 378: N.A. / No opinion 4 1.4

N/R 2 0.7

Q29c Frequency of contact Base: 292 379: Very happy 248 84.9 86.7 380: Fairly happy 32 11.0 11.2 381: Neither 4 1.4 1.4 382: Fairly unhappy 2 0.7 0.7 383: Very unhappy 0 0.0 0.0 384: N.A. / No opinion 3 1.0

N/R 3 1.0

Q29d Availability in emergencies when needed Base: 292 385: Very happy 208 71.2 79.1 386: Fairly happy 43 14.7 16.3 387: Neither 9 3.1 3.4 388: Fairly unhappy 3 1.0 1.1 389: Very unhappy 0 0.0 0.0 390: N.A. / No opinion 26 8.9

74



N/R 3 1.0

Q29e Their punctuality Base: 292 391: Very happy 249 85.3 87.4 392: Fairly happy 31 10.6 10.9 393: Neither 3 1.0 1.1 394: Fairly unhappy 1 0.3 0.4 395: Very unhappy 1 0.3 0.4 396: N.A. / No opinion 3 1.0

N/R 4 1.4

Q29f Doing what they say they will Base: 292 397: Very happy 252 86.3 88.4 398: Fairly happy 31 10.6 10.9 399: Neither 0 0.0 0.0 400: Fairly unhappy 1 0.3 0.4 401: Very unhappy 1 0.3 0.4 402: N.A. / No opinion 3 1.0

N/R 4 1.4

Q29g Overall happiness with your support worker Base: 292 403: Very happy 253 86.6 88.2 404: Fairly happy 34 11.6 11.8 405: Neither 0 0.0 0.0 406: Fairly unhappy 0 0.0 0.0 407: Very unhappy 0 0.0 0.0 408: N.A. / No opinion 3 1.0

N/R 2 0.7

Q30 Which areas of your life has the service helped to improve? Base: 292 409: Managing debt/money 176 60.3 410: Maintaining the safety of home 123 42.1 411: Finding suitable move on accomodation 113 38.7 412: Maintain crime-free lifestyle 26 8.9 413: Resolving neighbour disputes 43 14.7 414: Access to training, employment 69 23.6 415: Identify/access other agencies 127 43.5 416: Support personal relationships 49 16.8 417: Parenting, looking after child 31 10.6 418: Increasing confidence 152 52.1 419: Understand tenancy/occupancy 149 51.0 420: Liaise landlord & utility companies 168 57.5 421: Reporting repairs 156 53.4 422: Accessing/managing health services 111 38.0 423: Managing substance misuse 17 5.8 424: Managing mental health 77 26.4 425: Reducing offending 11 3.8 426: Other 12 4.1

N/R 15 5.1

Q31 Do you know how to make a complaint? Base: 292 427: Yes 234 80.1 428: No 29 9.9

75



429: Unsure 29 9.9

N/R 0 0.0

Q32 Confident I can use complaints procedure Base: 234 430: Strongly agree 146 50.0 64.3 431: Tend to agree 63 21.6 27.8 432: Neither 10 3.4 4.4 433: Tend to disagree 4 1.4 1.8 434: Strongly disagree 4 1.4 1.8 435: No opinion 6 2.1

N/R 59 20.2 0.4

Q33 Know where to get support if bullied by another resident Base: 61 436: Yes 56 19.2 91.8 437: No 1 0.3 1.6 438: Unsure 3 1.0 4.9

N/R 232 79.5 1.6

76

77

Appendix E. Data summary by category

Please note that the question numbers refer to the directly managed version of the questionnaire.

Throughout the report the quoted results typically refer to the ‘valid’ column of the data summary if it appears.

The ‘valid’ column contains data that has been rebased, normally because non-respondents were excluded and/or question routing applied.

78


Frequency % overall % valid Frequency % overall % valid

Category Base: 61 Base: 231 1: Directly managed 61 100.0 0 0.0 2: Floating support 0 0.0 231 100.0

N/R 0 0.0 0 0.0

Q1 Location (DM) Base: 61 Base: 0 3: Ty Enfys 20 32.8 32.8 0 0.0 0.0 4: Ty Golau/Ty Caredig 5 8.2 8.2 0 0.0 0.0 5: Ty Haul 4 6.6 6.6 0 0.0 0.0 6: Ty Seren 27 44.3 44.3 0 0.0 0.0 7: Red Sea House 4 6.6 6.6 0 0.0 0.0

N/R 1 1.6 1.6 231 0.0 0.0

Q1 Accomodation provider (FS) Base: 0 Base: 231 8: Cardiff Forensic 0 0.0 0.0 12 5.2 5.2 9: Cardiff Foyer 0 0.0 0.0 13 5.6 5.6 10: Cardiff Generic 0 0.0 0.0 35 15.2 15.2 11: Cardiff Older Persons 0 0.0 0.0 20 8.7 8.7 12: Lighthouse Project 0 0.0 0.0 77 33.3 33.3 13: Taff Housing Association 0 0.0 0.0 28 12.1 12.1 14: Vale of Glamorgan 0 0.0 0.0 45 19.5 19.5 15: Other 0 0.0 0.0 1 0.4 0.4

N/R 61 0.0 0.0 0 0.0 0.0

Q2 Gender Base: 61 Base: 231 16: Female 51 83.6 131 56.7 17: Male 10 16.4 96 41.6

N/R 0 0.0 4 1.7

Q3 Age group Base: 61 Base: 231 18: 16 - 17 11 18.0 0 0.0 19: 18 - 21 31 50.8 15 6.5 20: 22 - 25 10 16.4 13 5.6 21: 26 - 34 3 4.9 18 7.8 22: 35 - 44 2 3.3 37 16.0 23: 45 - 54 1 1.6 52 22.5 24: 55 - 59 1 1.6 19 8.2 25: 60 - 64 0 0.0 12 5.2 26: 65 - 74 1 1.6 30 13.0 27: 75 - 84 0 0.0 21 9.1 28: 85 - 94 1 1.6 10 4.3 29: 95+ 0 0.0 1 0.4

N/R 0 0.0 3 1.3

Q4 Long-term illness, health problem, etc. Base: 61 Base: 231 30: Yes 10 16.4 174 75.3 31: No 43 70.5 51 22.1 32: Don't know 7 11.5 4 1.7

N/R 1 1.6 2 0.9

DIRECTLY MANAGED FLOATING SUPPORT

79


Frequency % overall % valid Frequency % overall % validDIRECTLY MANAGED FLOATING SUPPORT

Q5 Main language spoken in the home Base: 61 Base: 231 33: English 50 82.0 214 92.6 34: Welsh 0 0.0 2 0.9 35: Arabic 5 8.2 1 0.4 36: Bengali 1 1.6 1 0.4 37: Cantonese 0 0.0 0 0.0 38: Gujurati 0 0.0 0 0.0 39: Hindi 0 0.0 0 0.0 40: Mandarin 0 0.0 0 0.0 41: Polish 0 0.0 0 0.0 42: Punjabi 0 0.0 0 0.0 43: Somali 1 1.6 1 0.4 44: Urdu 0 0.0 1 0.4 45: Other 3 4.9 8 3.5

N/R 1 1.6 3 1.3

Q6 Ethnic background Base: 61 Base: 231 46: Welsh/English/Scottish/Northern Irish/British 43 70.5 197 85.3 47: Irish 0 0.0 2 0.9 48: Gypsy or Traveller 0 0.0 0 0.0 49: Any other White background 0 0.0 6 2.6 50: White & Black Caribbean 2 3.3 4 1.7 51: White & Black African 2 3.3 0 0.0 52: White & Asian 0 0.0 2 0.9 53: Any other Mixed background 1 1.6 1 0.4 54: Indian 0 0.0 0 0.0 55: Pakistani 0 0.0 1 0.4 56: Bangladeshi 1 1.6 1 0.4 57: Chinese 0 0.0 0 0.0 58: Any other Asian background 0 0.0 2 0.9 59: Caribbean 0 0.0 3 1.3 60: African Somali 4 6.6 1 0.4 61: African (not Somali) 6 9.8 6 2.6 62: Any other Black background 1 1.6 1 0.4 63: Arab 1 1.6 1 0.4 64: Any other ethnic group 0 0.0 1 0.4

N/R 0 0.0 2 0.9

Q7 How would you describe your sexual orientation? Base: 61 Base: 231 65: Heterosexual 53 86.9 215 93.1 66: Gay man 0 0.0 0 0.0 67: Lesbian 1 1.6 0 0.0 68: Bisexual 4 6.6 2 0.9 69: Other 1 1.6 1 0.4 70: Prefer not to say 0 0.0 7 3.0

N/R 2 3.3 6 2.6

Q8 What is your religion? Base: 61 Base: 231 71: No religion 35 57.4 92 39.8 72: Christian (all denominations) 15 24.6 111 48.1 73: Buddhist 1 1.6 1 0.4 74: Hindu 0 0.0 0 0.0 75: Jewish 0 0.0 0 0.0

80



76: Muslim 10 16.4 9 3.9 77: Sikh 0 0.0 0 0.0 78: Any other religion 0 0.0 6 2.6 79: Prefer not to say 0 0.0 7 3.0

N/R 0 0.0 5 2.2

Q9 How happy or unhappy are you with the overall service we provide? Base: 61 Base: 231

80: Very happy 18 29.5 30.0 198 85.7 86.1 81: Fairly happy 38 62.3 63.3 29 12.6 12.6 82: Neither 4 6.6 6.7 1 0.4 0.4 83: Fairly unhappy 0 0.0 0.0 1 0.4 0.4 84: Very unhappy 0 0.0 0.0 1 0.4 0.4

N/R 1 1.6 1 0.4

Q10a The home that you live in Base: 61 Base: 0 85: Very happy 15 24.6 24.6 0 0.0 0.0 86: Fairly happy 32 52.5 52.5 0 0.0 0.0 87: Neither 8 13.1 13.1 0 0.0 0.0 88: Fairly unhappy 1 1.6 1.6 0 0.0 0.0 89: Very unhappy 5 8.2 8.2 0 0.0 0.0 90: No opinion 0 0.0 0 0.0

N/R 0 0.0 0.0 231 0.0 0.0

Q10b Your neighbourhood as a place to live Base: 61 Base: 0 91: Very happy 29 47.5 47.5 0 0.0 0.0 92: Fairly happy 24 39.3 39.3 0 0.0 0.0 93: Neither 5 8.2 8.2 0 0.0 0.0 94: Fairly unhappy 3 4.9 4.9 0 0.0 0.0 95: Very unhappy 0 0.0 0.0 0 0.0 0.0 96: No opinion 0 0.0 0 0.0

N/R 0 0.0 0.0 231 0.0 0.0

Q10c The way Taff deals with repairs and maintenance Base: 61 Base: 0 97: Very happy 22 36.1 43.1 0 0.0 0.0 98: Fairly happy 18 29.5 35.3 0 0.0 0.0 99: Neither 5 8.2 9.8 0 0.0 0.0 100: Fairly unhappy 5 8.2 9.8 0 0.0 0.0 101: Very unhappy 1 1.6 2.0 0 0.0 0.0 102: No opinion 10 16.4 0 0.0

N/R 0 0.0 0.0 231 0.0 0.0

Q10d The support that you receive Base: 61 Base: 231 103: Very happy 35 57.4 60.3 207 89.6 90.0 104: Fairly happy 22 36.1 37.9 22 9.5 9.6 105: Neither 0 0.0 0.0 0 0.0 0.0 106: Fairly unhappy 1 1.6 1.7 1 0.4 0.4 107: Very unhappy 0 0.0 0.0 0 0.0 0.0 108: No opinion 3 4.9 0 0.0

N/R 0 0.0 1 0.4

81



Q11 Have a copy of the occupancy/tenancy agreement Base: 61 Base: 0 109: Yes 54 88.5 88.5 0 0.0 0.0 110: No 2 3.3 3.3 0 0.0 0.0 111: Don't know 4 6.6 6.6 0 0.0 0.0

N/R 1 1.6 1.6 231 0.0 0.0

Q12 Have a copy of the house rules Base: 61 Base: 0 112: Doesn't apply to me 1 1.6 1.6 0 0.0 0.0 113: Yes 54 88.5 88.5 0 0.0 0.0 114: No 3 4.9 4.9 0 0.0 0.0 115: Don't know 3 4.9 4.9 0 0.0 0.0

N/R 0 0.0 0.0 231 0.0 0.0

Q13a I understand the rules of my occupancy/tenancy Base: 61 Base: 0 116: Strongly agree 42 68.9 70.0 0 0.0 0.0 117: Tend to agree 16 26.2 26.7 0 0.0 0.0 118: Neither 2 3.3 3.3 0 0.0 0.0 119: Tend to disagree 0 0.0 0.0 0 0.0 0.0 120: Strongly disagree 0 0.0 0.0 0 0.0 0.0 121: N.A. / No opinion 1 1.6 0 0.0

N/R 0 0.0 0.0 231 0.0 0.0

Q13b I understand the house rules Base: 61 Base: 0 122: Strongly agree 44 72.1 74.6 0 0.0 0.0 123: Tend to agree 14 23.0 23.7 0 0.0 0.0 124: Neither 1 1.6 1.7 0 0.0 0.0 125: Tend to disagree 0 0.0 0.0 0 0.0 0.0 126: Strongly disagree 0 0.0 0.0 0 0.0 0.0 127: N.A. / No opinion 1 1.6 0 0.0

N/R 1 1.6 1.6 231 0.0 0.0

Q13c The terms of the agreements are fair Base: 61 Base: 0 128: Strongly agree 33 54.1 55.9 0 0.0 0.0 129: Tend to agree 22 36.1 37.3 0 0.0 0.0 130: Neither 2 3.3 3.4 0 0.0 0.0 131: Tend to disagree 1 1.6 1.7 0 0.0 0.0 132: Strongly disagree 1 1.6 1.7 0 0.0 0.0 133: N.A. / No opinion 0 0.0 0 0.0

N/R 2 3.3 3.3 231 0.0 0.0

Q14a Kitchen Base: 61 Base: 0 134: Very happy 17 27.9 27.9 0 0.0 0.0 135: Fairly happy 35 57.4 57.4 0 0.0 0.0 136: Neither 3 4.9 4.9 0 0.0 0.0 137: Fairly unhappy 3 4.9 4.9 0 0.0 0.0 138: Very unhappy 3 4.9 4.9 0 0.0 0.0 139: N.A. / No opinion 0 0.0 0 0.0

N/R 0 0.0 0.0 231 0.0 0.0

82



Q14b Bathroom Base: 61 Base: 0 140: Very happy 14 23.0 23.0 0 0.0 0.0 141: Fairly happy 31 50.8 50.8 0 0.0 0.0 142: Neither 4 6.6 6.6 0 0.0 0.0 143: Fairly unhappy 11 18.0 18.0 0 0.0 0.0 144: Very unhappy 1 1.6 1.6 0 0.0 0.0 145: N.A. / No opinion 0 0.0 0 0.0

N/R 0 0.0 0.0 231 0.0 0.0

Q14c Windows Base: 61 Base: 0 146: Very happy 19 31.1 31.7 0 0.0 0.0 147: Fairly happy 25 41.0 41.7 0 0.0 0.0 148: Neither 3 4.9 5.0 0 0.0 0.0 149: Fairly unhappy 4 6.6 6.7 0 0.0 0.0 150: Very unhappy 9 14.8 15.0 0 0.0 0.0 151: N.A. / No opinion 0 0.0 0 0.0

N/R 1 1.6 1.6 231 0.0 0.0

Q14d Heating system Base: 61 Base: 0 152: Very happy 19 31.1 33.9 0 0.0 0.0 153: Fairly happy 16 26.2 28.6 0 0.0 0.0 154: Neither 7 11.5 12.5 0 0.0 0.0 155: Fairly unhappy 8 13.1 14.3 0 0.0 0.0 156: Very unhappy 6 9.8 10.7 0 0.0 0.0 157: N.A. / No opinion 5 8.2 0 0.0

N/R 0 0.0 0.0 231 0.0 0.0

Q14e Security Base: 61 Base: 0 158: Very happy 30 49.2 50.8 0 0.0 0.0 159: Fairly happy 23 37.7 39.0 0 0.0 0.0 160: Neither 3 4.9 5.1 0 0.0 0.0 161: Fairly unhappy 2 3.3 3.4 0 0.0 0.0 162: Very unhappy 1 1.6 1.7 0 0.0 0.0 163: N.A. / No opinion 2 3.3 0 0.0

N/R 0 0.0 0.0 231 0.0 0.0

Q14f Decorations Base: 61 Base: 0 164: Very happy 18 29.5 31.0 0 0.0 0.0 165: Fairly happy 25 41.0 43.1 0 0.0 0.0 166: Neither 7 11.5 12.1 0 0.0 0.0 167: Fairly unhappy 6 9.8 10.3 0 0.0 0.0 168: Very unhappy 2 3.3 3.4 0 0.0 0.0 169: N.A. / No opinion 2 3.3 0 0.0

N/R 1 1.6 1.6 231 0.0 0.0

Q14g Storage space Base: 61 Base: 0 170: Very happy 20 32.8 33.3 0 0.0 0.0 171: Fairly happy 25 41.0 41.7 0 0.0 0.0 172: Neither 5 8.2 8.3 0 0.0 0.0 173: Fairly unhappy 6 9.8 10.0 0 0.0 0.0 174: Very unhappy 4 6.6 6.7 0 0.0 0.0

83



175: N.A. / No opinion 1 1.6 0 0.0

N/R 0 0.0 0.0 231 0.0 0.0

Q14h Furniture Base: 61 Base: 0 176: Very happy 20 32.8 33.3 0 0.0 0.0 177: Fairly happy 31 50.8 51.7 0 0.0 0.0 178: Neither 3 4.9 5.0 0 0.0 0.0 179: Fairly unhappy 4 6.6 6.7 0 0.0 0.0 180: Very unhappy 2 3.3 3.3 0 0.0 0.0 181: N.A. / No opinion 0 0.0 0 0.0

N/R 1 1.6 1.6 231 0.0 0.0

Q14i Garden Base: 61 Base: 0 182: Very happy 11 18.0 22.9 0 0.0 0.0 183: Fairly happy 28 45.9 58.3 0 0.0 0.0 184: Neither 4 6.6 8.3 0 0.0 0.0 185: Fairly unhappy 4 6.6 8.3 0 0.0 0.0 186: Very unhappy 1 1.6 2.1 0 0.0 0.0 187: N.A. / No opinion 12 19.7 0 0.0

N/R 1 1.6 1.6 231 0.0 0.0

Q14j Communal areas Base: 61 Base: 0 188: Very happy 19 31.1 32.8 0 0.0 0.0 189: Fairly happy 33 54.1 56.9 0 0.0 0.0 190: Neither 3 4.9 5.2 0 0.0 0.0 191: Fairly unhappy 2 3.3 3.4 0 0.0 0.0 192: Very unhappy 1 1.6 1.7 0 0.0 0.0 193: N.A. / No opinion 2 3.3 0 0.0

N/R 1 1.6 1.6 231 0.0 0.0

Q14k Play room/ facilities Base: 20 Base: 0 194: Very happy 10 3.4 52.6 0 0.0 0.0 195: Fairly happy 9 3.1 47.4 0 0.0 0.0 196: Neither 0 0.0 0.0 0 0.0 0.0 197: Fairly unhappy 0 0.0 0.0 0 0.0 0.0 198: Very unhappy 0 0.0 0.0 0 0.0 0.0 199: N.A. / No opinion 0 0.0 0 0.0

N/R 273 93.5 5.0 231 0.0 0.0

Q14l Cleanliness of the project Base: 61 Base: 0 200: Very happy 19 31.1 31.7 0 0.0 0.0 201: Fairly happy 26 42.6 43.3 0 0.0 0.0 202: Neither 6 9.8 10.0 0 0.0 0.0 203: Fairly unhappy 7 11.5 11.7 0 0.0 0.0 204: Very unhappy 2 3.3 3.3 0 0.0 0.0 205: N.A. / No opinion 0 0.0 0 0.0

N/R 1 1.6 1.6 231 0.0 0.0

Q15a I get the privacy I need whilst living here Base: 61 Base: 0 206: Strongly agree 31 50.8 50.8 0 0.0 0.0

84



207: Tend to agree 17 27.9 27.9 0 0.0 0.0 208: Neither 3 4.9 4.9 0 0.0 0.0 209: Tend to disagree 6 9.8 9.8 0 0.0 0.0 210: Strongly disagree 4 6.6 6.6 0 0.0 0.0 211: N.A. / No opinion 0 0.0 0 0.0

N/R 0 0.0 0.0 231 0.0 0.0

Q15b I feel safe and secure living here Base: 61 Base: 0 212: Strongly agree 37 60.7 61.7 0 0.0 0.0 213: Tend to agree 19 31.1 31.7 0 0.0 0.0 214: Neither 1 1.6 1.7 0 0.0 0.0 215: Tend to disagree 3 4.9 5.0 0 0.0 0.0 216: Strongly disagree 0 0.0 0.0 0 0.0 0.0 217: N.A. / No opinion 0 0.0 0 0.0

N/R 1 1.6 1.6 231 0.0 0.0

Q16 How good/poor are Taff at keeping you informed? Base: 61 Base: 231 218: Very good 32 52.5 53.3 192 83.1 85.0 219: Fairly good 26 42.6 43.3 29 12.6 12.8 220: Neither 2 3.3 3.3 3 1.3 1.3 221: Fairly poor 0 0.0 0.0 1 0.4 0.4 222: Very poor 0 0.0 0.0 1 0.4 0.4 223: No opinion 0 0.0 4 1.7

N/R 1 1.6 1 0.4

Q17a I know how to contact Taff Base: 61 Base: 231 224: Strongly agree 30 49.2 50.0 191 82.7 84.9 225: Tend to agree 15 24.6 25.0 30 13.0 13.3 226: Neither 2 3.3 3.3 1 0.4 0.4 227: Tend to disagree 8 13.1 13.3 3 1.3 1.3 228: Strongly disagree 5 8.2 8.3 0 0.0 0.0 229: N.A. / No opinion 1 1.6 5 2.2

N/R 0 0.0 1 0.4

Q17b Taff consult me about changes that affect me Base: 61 Base: 231 230: Strongly agree 27 44.3 47.4 160 69.3 76.9 231: Tend to agree 15 24.6 26.3 37 16.0 17.8 232: Neither 7 11.5 12.3 8 3.5 3.8 233: Tend to disagree 5 8.2 8.8 1 0.4 0.5 234: Strongly disagree 3 4.9 5.3 2 0.9 1.0 235: N.A. / No opinion 3 4.9 20 8.7

N/R 1 1.6 3 1.3

Q17c Know how to make request for repairs to my home Base: 61 Base: 0

236: Strongly agree 40 65.6 65.6 0 0.0 0.0 237: Tend to agree 17 27.9 27.9 0 0.0 0.0 238: Neither 1 1.6 1.6 0 0.0 0.0 239: Tend to disagree 3 4.9 4.9 0 0.0 0.0 240: Strongly disagree 0 0.0 0.0 0 0.0 0.0 241: N.A. / No opinion 0 0.0 0 0.0

85



N/R 0 0.0 0.0 231 0.0 0.0

F13 Have you contacted Taff by telephone in the last year? Base: 0 Base: 231

242: Yes 0 0.0 0.0 169 73.2 73.2 243: No 0 0.0 0.0 55 23.8 23.8 244: Unsure 0 0.0 0.0 5 2.2 2.2

N/R 61 0.0 0.0 2 0.9 0.9

F14 The service you received when you contacted the office Base: 0 Base: 169

245: Very happy 0 0.0 0.0 133 57.6 79.2 246: Fairly happy 0 0.0 0.0 29 12.6 17.3 247: Neither 0 0.0 0.0 5 2.2 3.0 248: Fairly unhappy 0 0.0 0.0 1 0.4 0.6 249: Very unhappy 0 0.0 0.0 0 0.0 0.0 250: N.A. / No opinion 0 0.0 1 0.4

N/R 61 0.0 0.0 62 26.8 0.0

Q18 We listen to your views and act upon them Base: 61 Base: 231 251: Very happy 21 34.4 38.9 180 77.9 80.7 252: Fairly happy 23 37.7 42.6 38 16.5 17.0 253: Neither 8 13.1 14.8 3 1.3 1.3 254: Fairly unhappy 2 3.3 3.7 2 0.9 0.9 255: Very unhappy 0 0.0 0.0 0 0.0 0.0 256: No opinion 6 9.8 6 2.6

N/R 1 1.6 2 0.9

Q19 Give you the chance to take part in decision making Base: 61 Base: 231

257: Very happy 25 41.0 43.9 166 71.9 80.2 258: Fairly happy 23 37.7 40.4 34 14.7 16.4 259: Neither 4 6.6 7.0 6 2.6 2.9 260: Fairly unhappy 4 6.6 7.0 1 0.4 0.5 261: Very unhappy 1 1.6 1.8 0 0.0 0.0 262: No opinion 4 6.6 23 10.0

N/R 0 0.0 1 0.4

Q20 Prefer method of contact - keeping you informed and getting in touch? Base: 61 Base: 231

263: Email 21 34.4 13 5.6 264: Social networking 16 26.2 4 1.7 265: Telephone 48 78.7 185 80.1 266: Text/SMS 29 47.5 40 17.3 267: In writing 43 70.5 99 42.9 268: Visit to the office 28 45.9 30 13.0 269: Visit to your home by staff 31 50.8 145 62.8 270: Open meetings 26 42.6 8 3.5 271: Newsletter 29.0 47.5 30.0 13.0

N/R 2 3.3 0 0.0

86



Q21 Preferred documentation format? Base: 61 Base: 231 272: Large print 7 11.5 51 22.1 273: CD or audio tape 2 3.3 5 2.2 274: Welsh 1 1.6 1 0.4 275: Any other language 1 1.6 2 0.9

N/R 50 82.0 175 75.8

Q22 Taff's support service was explained before start Base: 61 Base: 231 276: Yes 50 82.0 216 93.5 277: No 4 6.6 6 2.6 278: Unsure 7 11.5 9 3.9

N/R 0 0.0 0 0.0

Q23 Do you have a support plan? Base: 61 Base: 231 279: Yes 53 86.9 200 86.6 280: No 4 6.6 7 3.0 281: Unsure 4 6.6 23 10.0

N/R 0 0.0 1 0.4

Q24 Were you offered a copy of your support plan? Base: 53 Base: 200 282: Yes 32 52.5 60.4 171 74.0 85.5 283: No 9 14.8 17.0 9 3.9 4.5 284: Unsure 12 19.7 22.6 20 8.7 10.0

N/R 8 13.1 0.0 31 13.4 0.0

Q25 Amount of input in agreeing your support plan Base: 53 Base: 200 285: A lot 43 70.5 81.1 175 75.8 87.9 286: A little 9 14.8 17.0 16 6.9 8.0 287: None at all 0 0.0 0.0 0 0.0 0.0 288: Don't know/ N.A. 1 1.6 1.9 8 3.5 4.0

N/R 8 13.1 0.0 32 13.9 0.5

Q26 Been given a copy of tenant support charter Base: 61 Base: 231 289: Yes 31 50.8 139 60.2 290: No 12 19.7 38 16.5 291: Unsure 17 27.9 48 20.8

N/R 1 1.6 6 2.6

Q27a Support plan is reviewed when my needs change Base: 61 Base: 231 292: Strongly agree 27 44.3 50.0 147 63.6 75.0 293: Tend to agree 24 39.3 44.4 39 16.9 19.9 294: Neither 0 0.0 0.0 10 4.3 5.1 295: Tend to disagree 1 1.6 1.9 0 0.0 0.0 296: Strongly disagree 2 3.3 3.7 0 0.0 0.0 297: N.A. / No opinion 6 9.8 28 12.1

N/R 1 1.6 7 3.0

Q27b Actively involved in review of support needs Base: 61 Base: 231

87



298: Strongly agree 29 47.5 54.7 163 70.6 76.9 299: Tend to agree 21 34.4 39.6 43 18.6 20.3 300: Neither 1 1.6 1.9 6 2.6 2.8 301: Tend to disagree 1 1.6 1.9 0 0.0 0.0 302: Strongly disagree 1 1.6 1.9 0 0.0 0.0 303: N.A. / No opinion 7 11.5 14 6.1

N/R 1 1.6 5 2.2

Q27c Ideas and suggestions are treated seriously Base: 61 Base: 231 304: Strongly agree 27 44.3 50.0 187 81.0 85.8 305: Tend to agree 21 34.4 38.9 27 11.7 12.4 306: Neither 1 1.6 1.9 4 1.7 1.8 307: Tend to disagree 4 6.6 7.4 0 0.0 0.0 308: Strongly disagree 1 1.6 1.9 0 0.0 0.0 309: N.A. / No opinion 6 9.8 10 4.3

N/R 1 1.6 3 1.3

Q27d Support received - positive difference to life Base: 61 Base: 231 310: Strongly agree 25 41.0 44.6 196 84.8 85.6 311: Tend to agree 22 36.1 39.3 27 11.7 11.8 312: Neither 5 8.2 8.9 6 2.6 2.6 313: Tend to disagree 2 3.3 3.6 0 0.0 0.0 314: Strongly disagree 2 3.3 3.6 0 0.0 0.0 315: N.A. / No opinion 5 8.2 1 0.4

N/R 0 0.0 1 0.4

Q28a Managing debt/money Base: 61 Base: 231 316: I already get this 33 54.1 158 68.4 317: Don't receive-do need 6 9.8 6 2.6 318: I don't need it 19 31.1 61 26.4

N/R 3 4.9 6 2.6

Q28b Maintaining the safety of home Base: 61 Base: 231 319: I already get this 26 42.6 124 53.7 320: Don't receive-do need 3 4.9 9 3.9 321: I don't need it 26 42.6 87 37.7

N/R 6 9.8 11 4.8

Q28c Finding suitable move on accomodation Base: 61 Base: 231 322: I already get this 41 67.2 95 41.1 323: Don't receive-do need 8 13.1 16 6.9 324: I don't need it 8 13.1 109 47.2

N/R 4 6.6 11 4.8

Q28d Maintain crime-free lifestyle Base: 61 Base: 231 325: I already get this 10 16.4 28 12.1 326: Don't receive-do need 1 1.6 1 0.4 327: I don't need it 43 70.5 181 78.4

N/R 7 11.5 21 9.1

88



Q28e Resolving neighbour disputes Base: 61 Base: 231 328: I already get this 15 24.6 52 22.5 329: Don't receive-do need 3 4.9 5 2.2 330: I don't need it 37 60.7 155 67.1

N/R 6 9.8 19 8.2

Q28f Access to training, employment Base: 61 Base: 231 331: I already get this 28 45.9 58 25.1 332: Don't receive-do need 8 13.1 12 5.2 333: I don't need it 19 31.1 146 63.2

N/R 6 9.8 15 6.5

Q28g Identify/access other agencies Base: 61 Base: 231 334: I already get this 31 50.8 141 61.0 335: Don't receive-do need 3 4.9 8 3.5 336: I don't need it 21 34.4 71 30.7

N/R 6 9.8 11 4.8

Q28h Support personal relationships Base: 61 Base: 231 337: I already get this 18 29.5 58 25.1 338: Don't receive-do need 5 8.2 3 1.3 339: I don't need it 33 54.1 156 67.5

N/R 5 8.2 14 6.1

Q28i Parenting, looking after child Base: 61 Base: 231 340: I already get this 16 26.2 16 6.9 341: Don't receive-do need 1 1.6 4 1.7 342: I don't need it 31 50.8 192 83.1

N/R 13 21.3 19 8.2

Q28j Increasing confidence Base: 61 Base: 231 343: I already get this 30 49.2 119 51.5 344: Don't receive-do need 6 9.8 14 6.1 345: I don't need it 19 31.1 88 38.1

N/R 6 9.8 10 4.3

Q28k Understand tenancy/occupancy agreement Base: 61 Base: 231 346: I already get this 39 63.9 144 62.3 347: Don't receive-do need 2 3.3 3 1.3 348: I don't need it 15 24.6 71 30.7

N/R 5 8.2 13 5.6

Q28l Liaise with landlord and utility companies Base: 61 Base: 231 349: I already get this 18 29.5 173 74.9 350: Don't receive-do need 7 11.5 5 2.2 351: I don't need it 27 44.3 45 19.5

N/R 9 14.8 8 3.5

89



Q28m Reporting repairs Base: 61 Base: 231 352: I already get this 31 50.8 151 65.4 353: Don't receive-do need 5 8.2 4 1.7 354: I don't need it 20 32.8 66 28.6

N/R 5 8.2 10 4.3

Q28n Accessing/managing health services Base: 61 Base: 231 355: I already get this 31 50.8 126 54.5 356: Don't receive-do need 1 1.6 5 2.2 357: I don't need it 23 37.7 89 38.5

N/R 6 9.8 11 4.8

Q28o Managing substance misuse Base: 61 Base: 231 358: I already get this 7 11.5 19 8.2 359: Don't receive-do need 2 3.3 1 0.4 360: I don't need it 46 75.4 191 82.7

N/R 6 9.8 20 8.7

Q28p Managing mental health Base: 61 Base: 231 361: I already get this 18 29.5 77 33.3 362: Don't receive-do need 3 4.9 11 4.8 363: I don't need it 34 55.7 129 55.8

N/R 6 9.8 14 6.1

Q28q Reducing offending Base: 61 Base: 231 364: I already get this 5 8.2 6 2.6 365: Don't receive-do need 2 3.3 4 1.7 366: I don't need it 48 78.7 198 85.7

N/R 6 9.8 23 10.0

Q29a Helpfulness with problem solving Base: 61 Base: 231 367: Very happy 40 65.6 71.4 211 91.3 92.1 368: Fairly happy 15 24.6 26.8 18 7.8 7.9 369: Neither 0 0.0 0.0 0 0.0 0.0 370: Fairly unhappy 1 1.6 1.8 0 0.0 0.0 371: Very unhappy 0 0.0 0.0 0 0.0 0.0 372: N.A. / No opinion 4 6.6 1 0.4

N/R 1 1.6 1 0.4

Q29b Politeness & respect with which they treat you Base: 61 Base: 231 373: Very happy 44 72.1 77.2 221 95.7 96.5 374: Fairly happy 13 21.3 22.8 8 3.5 3.5 375: Neither 0 0.0 0.0 0 0.0 0.0 376: Fairly unhappy 0 0.0 0.0 0 0.0 0.0 377: Very unhappy 0 0.0 0.0 0 0.0 0.0 378: N.A. / No opinion 3 4.9 1 0.4

N/R 1 1.6 1 0.4

90



Q29c Frequency of contact Base: 61 Base: 231 379: Very happy 41 67.2 71.9 207 89.6 90.4 380: Fairly happy 12 19.7 21.1 20 8.7 8.7 381: Neither 2 3.3 3.5 2 0.9 0.9 382: Fairly unhappy 2 3.3 3.5 0 0.0 0.0 383: Very unhappy 0 0.0 0.0 0 0.0 0.0 384: N.A. / No opinion 2 3.3 1 0.4

N/R 2 3.3 1 0.4

Q29d Availability in emergencies when needed Base: 61 Base: 231 385: Very happy 33 54.1 60.0 175 75.8 84.1 386: Fairly happy 18 29.5 32.7 25 10.8 12.0 387: Neither 1 1.6 1.8 8 3.5 3.8 388: Fairly unhappy 3 4.9 5.5 0 0.0 0.0 389: Very unhappy 0 0.0 0.0 0 0.0 0.0 390: N.A. / No opinion 4 6.6 22 9.5

N/R 2 3.3 1 0.4

Q29e Their punctuality Base: 61 Base: 231 391: Very happy 44 72.1 77.2 205 88.7 89.9 392: Fairly happy 10 16.4 17.5 21 9.1 9.2 393: Neither 1 1.6 1.8 2 0.9 0.9 394: Fairly unhappy 1 1.6 1.8 0 0.0 0.0 395: Very unhappy 1 1.6 1.8 0 0.0 0.0 396: N.A. / No opinion 2 3.3 1 0.4

N/R 2 3.3 2 0.9

Q29f Doing what they say they will Base: 61 Base: 231 397: Very happy 40 65.6 70.2 212 91.8 93.0 398: Fairly happy 15 24.6 26.3 16 6.9 7.0 399: Neither 0 0.0 0.0 0 0.0 0.0 400: Fairly unhappy 1 1.6 1.8 0 0.0 0.0 401: Very unhappy 1 1.6 1.8 0 0.0 0.0 402: N.A. / No opinion 2 3.3 1 0.4

N/R 2 3.3 2 0.9

Q29g Overall happiness with your support worker Base: 61 Base: 231 403: Very happy 39 63.9 67.2 214 92.6 93.4 404: Fairly happy 19 31.1 32.8 15 6.5 6.6 405: Neither 0 0.0 0.0 0 0.0 0.0 406: Fairly unhappy 0 0.0 0.0 0 0.0 0.0 407: Very unhappy 0 0.0 0.0 0 0.0 0.0 408: N.A. / No opinion 2 3.3 1 0.4

N/R 1 1.6 1 0.4

Q30 Which areas of your life has the service helped to improve? Base: 61 Base: 231

409: Managing debt/money 30 49.2 146 63.2 410: Maintaining the safety of home 22 36.1 101 43.7 411: Finding suitable move on accomodation 30 49.2 83 35.9 412: Maintain crime-free lifestyle 10 16.4 16 6.9

91



413: Resolving neighbour disputes 13 21.3 30 13.0 414: Access to training, employment 27 44.3 42 18.2 415: Identify/access other agencies 20 32.8 107 46.3 416: Support personal relationships 17 27.9 32 13.9 417: Parenting, looking after child 14 23.0 17 7.4 418: Increasing confidence 28 45.9 124 53.7 419: Understand tenancy/occupancy 33 54.1 116 50.2 420: Liaise landlord & utility companies 11 18.0 157 68.0 421: Reporting repairs 30 49.2 126 54.5 422: Accessing/managing health services 22 36.1 89 38.5 423: Managing substance misuse 4 6.6 13 5.6 424: Managing mental health 14 23.0 63 27.3 425: Reducing offending 5 8.2 6 2.6 426: Other 1 1.6 11 4.8

N/R 7 11.5 8 3.5

Q31 Do you know how to make a complaint? Base: 61 Base: 231 427: Yes 54 88.5 180 77.9 428: No 7 11.5 22 9.5 429: Unsure 0 0.0 29 12.6

N/R 0 0.0 0 0.0

Q32 Confident I can use complaints procedure Base: 54 Base: 180 430: Strongly agree 29 47.5 54.7 117 50.6 67.2 431: Tend to agree 18 29.5 34.0 45 19.5 25.9 432: Neither 4 6.6 7.5 6 2.6 3.4 433: Tend to disagree 1 1.6 1.9 3 1.3 1.7 434: Strongly disagree 1 1.6 1.9 3 1.3 1.7 435: No opinion 1 1.6 5 2.2

N/R 7 11.5 0.0 52 22.5 0.6

Q33 Know where to get support if bullied by another resident Base: 61 Base: 0

436: Yes 56 91.8 91.8 0 0.0 0.0 437: No 1 1.6 1.6 0 0.0 0.0 438: Unsure 3 4.9 4.9 0 0.0 0.0

N/R 1 1.6 1.6 231 0.0 0.0

92

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Date post:	27-Mar-2016
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