1 Start 2 Complete For the past couple of months, we have all had to live our lives very differently which has made for a very challenging and often difficult time. As your landlord we have had to make some changes to our housing services and communicate with you in different ways. We are now looking at how we continue to deliver our housing services whilst still observing social distancing and other Government guidelines that might be in place for some time. To help us understand what we’ve done well and what we might do better, we wanted to take the opportunity to find out how well we’ve been communicating with you, and how you feel about any services you have received in recent months. We would be very grateful if you would take a few minutes to complete the following survey and enter chance to win one of two £20 Love to Shop Vouchers. Contacting Us Have you contacted us since the beginning of lockdown or after? Yes No If yes, how have you contacted us? Phone Email Letter Other (please state) How satisfied were you with the service you received? Very satisfied Fairly satisfied Fairly dissatisfied Very dissatisfied Our Communication To You On the whole, we have been communicating our housing service updates and changes by our website or through email where we have our tenants email address. The following questions are about how well you think we have communicated with you during lockdown and after. How have you been getting your information about our housing services during and after lockdown? (Please tick all that apply) I found the information myself when I needed it by searching the website or calling the contact centre Through social media Through my Neighbourhood Officer Through email with a link to our website Through family or friends Struggled to access or find relevant information I did not receive or seek any information Other (please state) Please select your rating on how good would you say our communication has been during Covid-19 and lockdown in relation to the housing service and changes? (1 being very poor and 5 excellent) 12345 Relevant Relevant - 1 Relevant - 2 Relevant - 3 Relevant - 4 Relevant - 5 Easy to understand Easy to understand - 1 Easy to understand - 2 Easy to understand - 3 Easy to understand - 4 Easy to understand - 5 Up to date Up to date - 1 Up to date - 2 Up to date - 3 Up to date - 4 Up to date - 5 Giving you new information Giving you new information - 1 Giving you new information - 2 Giving you new information - 3 Giving you new information - 4 Giving you new information - 5 Being reassuring Being reassuring - 1 Being reassuring - 2 Being reassuring - 3 Being reassuring - 4 Being reassuring - 5 Welfare Call We have contacted over 900 tenants who are over 70 or who we felt needed additional support to ask about their welfare during the Covid-19 lockdown. This question is only to be answered if you have received one of these calls. If you have had a call from Selby District Council housing team in the lockdown period enquiring about your welfare, how did you feel about recieve that call? It was much appreciated It was quite appreciated It was not appreciated I did not find it helpful What did you appreciate or not appreciate about the call? Following your welfare call, is there any additional information you would have found helpful to provide support? Are you able to access housing related information on the Selby District Council website? Yes, through my computer/laptop Yes, my family and friends update me Yes, on my mobile phone No, I have no access to the website or internet Other (please state) Our Essential Services During Lockdown We have made several changes to our housing services during lockdown and after in order to protect your health and the health of our staff. Some services were suspended because we were unable to deliver them safely. Please select your rating out of 5 for the following services during and following Covid-19 lockdown. 12345 Telephone Services Telephone Services - 1 Telephone Services - 2 Telephone Services - 3 Telephone Services - 4 Telephone Services - 5 Tenant Support Tenant Support - 1 Tenant Support - 2 Tenant Support - 3 Tenant Support - 4 Tenant Support - 5 Deal with anti-social behaviour Deal with anti-social behaviour - 1 Deal with anti-social behaviour - 2 Deal with anti-social behaviour - 3 Deal with anti-social behaviour - 4 Deal with anti-social behaviour - 5 Dealing with complaints Dealing with complaints - 1 Dealing with complaints - 2 Dealing with complaints - 3 Dealing with complaints - 4 Dealing with complaints - 5 Managing estate issues such as trees, hedges Managing estate issues such as trees, hedges - 1 Managing estate issues such as trees, hedges - 2 Managing estate issues such as trees, hedges - 3 Managing estate issues such as trees, hedges - 4 Managing estate issues such as trees, hedges - 5 Being involved and having your say on services Being involved and having your say on services - 1 Being involved and having your say on services - 2 Being involved and having your say on services - 3 Being involved and having your say on services - 4 Being involved and having your say on services - 5 Please tell us briefly about what you think we have done well during the Covid-19 lockdown Please tell us briefly about one thing you think we could improve on or start to do. Our Services In The Future We are looking to provide a tenant portal, to enable you to have access to your details of your tenancy, report repairs and pay rent 24 hours a day. How likely would you be to use an tenant portal this in the future? Very likely Fairly likely Fairly unlikely Very unlikely Would you like to get involved with Tenant Participation to influence the housing services. Please tick all those you wish to be involved with. Scrutiny Panel Repairs and Maintenance Group Estate Walkabout Editorial Panel Focus Groups Online Surveys Please select and provide your details below, should you wish to recieve or enter any of the below. Please tick all that apply Email updates from Selby District Council Housing Team A copy of the new Tenant Handbook A copy of the new Tenant Handbook in large print To be entered into a prize draw for one of two £20 love to shop prize draw Name Address Email Telephone number All the information we receive from you will be completely confidential and will only be used for monitoring and housing service improvement purposes. If you wish to speak to somebody about this survey, please do not hesitate to contact us.
