camden town dmc

camden.gov.uk

2014/15 Survey of tenants and residents’ (STAR) result

June 2015

Tenant satisfaction

Camden Town

camden.gov.uk

STAR results in 2013/14

made it easier for you to report repairs with

Camden Accounts.90% of you say our repairs service is

good, very good or excellent

63 lift refurbishments,

The spring cleaning improved the appearance of communal areas

new case conference

approach for dealing with noise

cases –officers and agencies are now involved early in

the process

Your top 3 priorities

camden.gov.uk

We also…

• Reduced the average cost and number of repairs by investing in maintenance and getting repairs done right first time

• overhauled 7 district heating systems• developing a new out of hours team to

respond to noise and anti-social behaviour

camden.gov.uk

STAR 2014/15 methodology

30% response rateFor all tenants

+2.3% sampling error

Number of tenants

Sample size Number returned

General Needs 21019 4728 1396

Sheltered 665 665 271

All tenants 21684 5393 1667Leaseholders 5672 1881 463

25% response rate

For leaseholders

camden.gov.uk

of residents are satisfied with the council*

2014/15 Overall satisfaction levels

All tenants in survey

Camden Town

Gospel Oak

Hampstead

Kentish Town

Holborn

76%

79%

77%

75%

75%

72%

9%

7%

7%

11%

7%

12%

15%

14%

16%

14%

19%

15%

very or fairly satisfied neither very or fairly dissatisfied

76%

camden.gov.uk

Satisfaction since 2012

2012/13

2013/14

2014/15

77%

77%

76%

8%

9%

8%

16%

15%

15%

All tenants: satisfaction 2012 - 2015

satisfied neither dissatisfied

2012/13

2013/14

2014/15

76%

75%

79%

9%

9%

7%

16%

16%

14%

Camden Town: tenant satisfac-tion 2012 - 2015


3%

satisfaction in Camden Town has increased by 3%

camden.gov.uk

Tenant priorities: Camden Town compared with all tenants

Support/advice on welfare benefits and paying rent

Neighbourhood as a place to live

Housing support for vulnerable people

Listening to views and acting upon them

Dealing with anti-social behaviour

Keeping residents informed

Value for money for rent (and service charges)

Overall quality of home

Repairs and maintenance

8%

18%

23%

27%

29%

31%

33%

44%

69%

6%

13%

13%

20%

22%

24%

23%

31%

50%

Camden Town All tenants

camden.gov.uk

Repairs and maintenance: overall satisfaction

Camden TownGospel Oak

HolbornKentish Town

HampsteadAll tenants

72%71%70%70%66%70%

8%6%8%

6%10%

7%

20%23%22%24%24%23%


satisfaction in Camden Town has not changed since last year

camden.gov.uk

Satisfaction with repairs service: tenants with a recent repair

Repair "right first time"

Time taken before work started

Contractors doing job expected

Speed of completion of the work

Overall quality of repair work

Repairs service on this occasion

Keeping dirt and mess to a minimum

Being told when workers would call

Being able to make an appointment

Attitude of workers

69%

72%

76%

78%

78%

78%

80%

81%

82%

86%

72%

76%

82%

82%

84%

83%

85%

87%

87%

89%

Camden Town all tenants

Camden Town more satisfied with repairs

service

camden.gov.uk

46,337day to day repairs completed

90%6,249, residents sampled rated the repairs

service as 4 or 5 (out of 5)

1,080External Better Homes works completed

1,070Internal Better Homes works completed

The repairs service: April 2014 – March 2015

22,000fewer calls to the repairs telephone line

84%2,778 residents sampled satisfied with the

internal Better Homes works

camden.gov.uk

Estate services: value for money

Camden Town

Gospel Oak

Hampstead

Holborn

Kentish Town

All tenants

68%63%62%61%60%63%

15%17%22%

20%18%

18%

17%20%16%19%22%19%


75% satisfied with

grounds maintenance

72% satisfied with

overall appearance

69% satisfied with cleaning of

communal areas

63% satisfied with maintenance

external areas

Camden Town tenants

camden.gov.uk

75%satisfied with refuse collection

71%satisfied with street cleaning

Resident satisfaction: March 2015

Keep Britain Tidy

98%litter free estates

Keep Britain Tidy*

99.6%graffiti free estates

camden.gov.uk

Satisfaction: dealing with anti social behaviour

Camden Town

Gospel Oak

Hampstead

Holborn

Kentish Town

All tenants

56%56%49%55%53%54%

23%26%

30%26%

24%26%

22%18%21%19%23%21%


21%satisfaction has increased by 21% for all tenants and by 23% for Camden Town tenants

camden.gov.uk

66%think Camden acts on the concerns of

residents

74%Think Camden keeps them informed about

services and benefits it provides

56%feel Camden can be trusted to make the

right decisions

47%feel they can influence decisions

Resident satisfaction: March 2015

camden.gov.uk

Tenant comments

Provide details about the last contact you had with Camden Housing services

camden.gov.uk

What will Camden do with this information?

new top 3 priorities

Caretaking service charge frozen

Improvement to caretaking app – will now provide progress

of repairs including repairs to communal

areas

£500k investment in the appearance

garages and sheds to improve appearance

of estates

Signing off the additional schemes

for the Better Homes programme following

consultation with DMCs

camden.gov.uk

Any questions

?

camden town dmc

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