Continuous Tenant Omnibus Survey Annual Report 2008 November 2009

Continuous tenant
omnibus survey
September 2008
www.nihe.gov.uk
CS/462/09/09
annual report 2008
The Regional Strategic Housing

Authority for Northern Ireland
C O N T E N T S
LIST OF FIGURES ..
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LIST OF TABLES IN TEXT
EXECUTIVE SUMMARY ..
COMMENTARY
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1.0
1.1
CHARACTERISTICS OF HOUSING EXECUTIVE DWELLINGS 2008.. ..

Housing Executive Stock ..
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2.0
2.1
2.2
2.3
2.4
2.5
2.6
2.7
2.8
2.9
2.10
2.11
2.12
2.13
2.14
HOUSEHOLD CHARACTERISTICS
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Total population profile ..
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Population resident in Housing Executive dwellings
Mobility aids ..
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Disability/Long Term Illness/Health Problems .. ..
Ethnic Origin ..
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Household Religion ..
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Employment Status of Household Reference Person
Household income ..
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Household type
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Home computers/Internet access
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Potential Service Delivery via the Internet ..
Potential Service Delivery via the Mobile Phone ..
Ownership of a Bank/Building Society Account ..
Debit/Credit Card Ownership.. ..
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3.0
3.1
3.2
3.3
3.4
3.5
HOUSING HISTORY AND SATISFACTION WITH HOME

Length of tenancy ..
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Current Home..
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Tenants assessment of size of property
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Adaptations ..
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Future intentions .. ..
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4.0
4.1
4.2
TENANT CONTACT WITH THE HOUSING EXECUTIVE ..

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Change of delivery to telephone service.. ..
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Belfast and South East Areas:
Contact with the Housing Executive Modernising Services telephone
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Awareness of new contact telephone numbers.. ..
Reason for telephone contact.. ..
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Respondents views of how staff had answered telephone call ..
Transferred to another member of staff..
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Satisfaction with staff who answered telephone call
How long ago last telephone call..
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Respondents who were transferred to another member of staff ..
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Overall satisfaction with telephone contact.. .. ..
South, North East and West Areas:
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Contact with Housing Executive by telephone.. ..
Respondents views of Housing Executive Office telephone service ..
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Satisfaction with telephone contact.. ..
Visiting a Housing Executive Office.. ..
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Waiting time at Housing Executive Office.. ..
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Respondents views of visit to Housing Executive Office..
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Satisfaction with visit to Housing Executive Office.. ..
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Visits by Housing Executive staff to tenants at home.. ..
Satisfaction with Home visits.. ..
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4.3
4.4
4.5
4.6
4.7
4.8
4.9
4.10
4.11
4.12
4.13
4.14
4.15
4.16
4.17
4.18
4.19
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2008 Continuous Tenant Omnibus Survey
Annual Report
5.0
5.1
5.2
5.3
5.4
5.5
5.6
5.7
5.8
5.9
5.10
5.11
HOME REPAIRS.. ..
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Response maintenance.. ..
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Satisfaction with dealing with requests..
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Category of Repair ..
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Acknowledgement letter ..
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Convenience ..
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Repairs Completed ..
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Repair Contractors ..
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General satisfaction with repair service
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Completed Repair by Satisfaction
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Current state of repair of dwelling.. ..
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Compensation for Approved Improvements ..
6.0
6.1
6.2
6.3
6.4
6.5
6.6
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ANTI-SOCIAL BEHAVIOUR/FORMAL COMPLAINTS PROCEDURE..

Reporting of Anti-Social Behaviour ..
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Action Taken by the Housing Executive
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Outcome of Action taken by the Housing Executive
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Satisfaction of how case had been handled ..
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Reporting incident of ASB to other Agencies
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Formal Complaints Procedures ..
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7.0
7.1
7.2
7.3
7.4
7.5
7.6
7.7
HOUSING EXECUTIVE SERVICES

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Use of Housing Executive services ..
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Satisfaction with Housing Executive services
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Housing Benefit applications ..
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Housing Benefit recipients
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Housing Benefit notifications ..
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Changes of circumstances affecting Housing Benefit claim.
Overall satisfaction with Housing Executive services ..
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8.0
8.1
8.2
8.3
ATTITUDES TO HOME AND ESTATE

Perceptions of change in the area
Image of Area ..
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Access to key services
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9.0
9.1
9.2
9.3
9.4
9.5
9.6
9.7
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STANDARDS OF SERVICE DELIVERY ..
Awareness of specific aspects of Published Standards of Service.
Making Decisions ..
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Rent Payments..
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Newsletter .. ..
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Opportunities for Participation.. ..
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Telephone calls.. ..
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Repairs and Improvements..
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10.0
10.1
10.2
10.3
10.4
RELIGION AND SERVICE DELIVERY ..

Religion and Housing Executive services
Religion and maintenance service
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Contact by Household Religion..
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11.0
CLIENT RESPONSE..
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Annual Report
APPENDIX 1
Appendix Tables
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APPENDIX 2
Background to the Survey

Acknowledgements ..
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Annual Report
LIST OF FIGURES
Figure 1
Age of population resident in Housing Executive dwellings
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Figure 2
Household type ..
Figure 3
Contact via text from Housing Executive
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Figure 4
Overall satisfaction with current home (by Area) ..
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Figure 5
Visiting Housing Executive Offices (by Area) 2008-2007..
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Figure 6
Satisfaction with visit to Housing Executive Office (by Area) ..
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Figure 7
Overall satisfaction with visit by Housing Executive staff (by Area)
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Figure 8
Respondents who were asked when it would be convenient to do repair
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Figure 9
General satisfaction with the repair service (by Area) 2008-2007
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Figure 10
Completed repair by satisfaction
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Figure 11
Satisfaction with Housing Executive services
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Figure 12
Overall satisfaction with Housing Executive service..
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Figure 13
Respondents who felt Area was changing.. ..
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Figure 14
Repairs and Improvements ..
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Figure 15
Attitudes to the repair service over the previous 12 months (by Religion)..
Figure 16
Overall do you think your home is.?
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Annual Report
LIST OF TABLES IN TEXT

Table 1
Benefits received by Household Reference Person and Partner
Table 2
Telephone callers views of staff who answered their call (Belfast/South

East Areas)..
Table 3
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Telephone callers views regarding staff who dealt with their query (Belfast/
South East Areas).. .. ..
Table 4
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Telephone callers views regarding staff who dealt with their query (South/
North East/and West Areas) ..
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Table 5
Waiting time to be attended to by staff in Housing Executive Office .. ..
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Table 6
Respondents perception of visit to Housing Executive office 2008-2007..
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Table 7
Satisfaction with service received from repair contractors 2008 -2007 .. ..
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Table 8
Respondents who had used Housing Executive services.. ..
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Table 9
Awareness of changes of circumstances to be reported to the Housing

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Executive (respondents in receipt of Housing Benefit)..
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Table 10
Walking distance from respondents home to local services..
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Table 11
Meeting of Standards concerning rent payments (by Area)..
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Table 12
Method of contact (by household religion)..
Table 13
Satisfaction with contact (by household religion)..
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Annual Report
EXECUTIVE SUMMARY
1.0
1.1
INTRODUCTION
The 2008 Continuous Tenant Omnibus Survey (CTOS) was the fifteenth comprehensive
assessment of the attitudes of Housing Executive tenants to be carried out since 1994. The
CTOS is a key element of the Housing Executives research programme. The Survey informs
and assesses compliance with a range of legislation and government policies including those
relating to equality, modernising services, targeting social need and tackling anti-social
behaviour. While it supports a number of Corporate Objectives, it is primarily linked to
Objective 6 Delivering Better Public Services as set out in the Corporate Plan.
1.2
The CTOS also plays a vital role in delivering district based housing management performance
related data in key service areas. This helps Districts to concentrate attention on areas of weaker
performance and provides Area and Centre with a consistent basis for monitoring performance.
1.3
Findings from the CTOS also support the Organisations applications for new Customer Service
Excellence (CSE) award and the NI Quality Award, measuring business improvement activity
and quality of services delivered to our tenants. The Survey also identifies areas where the
quality of services needs to be improved.
1.4
OBJECTIVES:
To provide a comprehensive socio-economic profile of Housing Executive tenants and their
views and attitudes to service provision in 2008 at Northern Ireland, Area and District level;
to facilitate a comparative analysis of tenants views over time;
to allow collection of specific information for various client groups in the Housing
Executive, to inform the formulation of future policy or programmes; and
to allow the flexibility associated with rapid response by the Research Unit to carry out
research into specific issues without the delays and expense associated with the
commissioning of individual small surveys.
1.5
REPORTING:
Key findings from 2008 were reported to the Housing Executives Board in June 2009 and,
where appropriate, are compared in this report with the 2007 CTOS findings. However, where
marginal changes of less than two per cent occur in year on year comparisons, care should be
taken when interpreting results, as the change may be more due to sample error than to an actual
change in the level of service (see page 64 for sample error table).
1.6
The CTOS provides an important source of information on equality in relation to its services.
However, analysis of findings by religion is only in the main report and is restricted to the two
main religious groups (i.e. Protestant and Catholic), with the tabular report (Appendix 1)
reporting both the main religious groups, Mixed (Protestant/Catholic) and Other 1.
1.8
Percentages in the tabular report are detailed to one decimal place. However, for ease of
reporting, the percentages in the textual analysis are in whole numbers2.
1.9
During 2008, omnibus topics were reported at the end of each specific data collection period.
The appropriate clients received an Omnibus report or data; these are also available, on request,
from the Research Unit.
1
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Other responses include No Religion, Refused and Dont Know.

Therefore, .5 or higher is rounded up and .4 or below is rounded down.
6
2.0
Annual Report
KEY FINDINGS (MAIN SURVEY)
2.1
Household Characteristics
2.1.1 The average number of people per household was 2.10 (2.08 in 2007).
2.1.2
Fifty-five per cent (55% in 2007) of people were living in households described as Protestant
and almost two-fifths (39%; 40% in 2007) lived in households described as Catholic, two per
cent (2% in 2007) described their household as mixed religion (Protestant/Catholic). The
remaining respondents (5%) were of another religious affiliation, had no religious affiliation or
refused to state the religion of their household.
2.1.3
More than one-tenth (13%; 14% in 2007) of people living in Housing Executive dwellings used
mobility aids indoors or outdoors.
2.1.4
Of all households, more than two-fifths (42%) had no members who had a health problem, more
than one-quarter (28%) had at least one member and almost one-sixth (15%) had at least two
members with a health problem.
2.1.5
Single person households occupied more than two-fifths (42%; 43% in 2007) of Housing
Executive dwellings.
2.1.6
Home Computer/Internet Access

Almost one-third (32%; 27% in 2007) of households had a home computer. Of these
households, four-fifths (80%; 74% in 2007) had access to the Internet from their home
computer. Of all households, 26 per cent had access to the Internet (20% in 2007) by means of a
computer or digital television.
2.1.7
Regardless of whether or not households had access to the internet, 16 per cent (13% in 2007) of
respondents said they would, if they could, access Housing Executive services via our website.
If available, the main service they would access would be to report a repair (77% of this subsample; also 77% in 2007).
2.1.8
Mobile Phones
Of the respondents who had a mobile phone (70%), 64 per cent used Short Message
Service/Text to send and receive messages. Of all mobile phone owners, one-fifth (20%), said
they would, if they could, contact a Housing Executive service via text. The main service that
respondents with a mobile phone would contact via text was in relation to repairs (90%; of this
sub-sample).
2.1.9
Of all mobile phone owners (70% of all respondents), more than one-quarter (26%) stated they
would allow the Housing Executive to contact them via text regarding repairs.
2.1.10 Bank/Building Society Account

More than half (55%; 54% in 2007) of all respondents had a bank/building society current
account.
2.1.11 Almost three-quarters (73%; also 73% in 2007) stated they received full Housing Benefit and
therefore did not pay rent, and more than one-tenth (12%) paid their rent at a Post Office.
2.2
2.2.1
Contact with the Housing Executive

During 2008 the new telephony system, introduced by Modernising Services, was scheduled to
be staggered across all Areas. However, at the time of Survey commencement in January 2008,
only Belfast and the South East Areas had undergone modernising services, with telephone
contact in South, North East and West remaining unchanged.
7
Annual Report
2.2.2
Two-thirds (66%) of respondents in the Belfast and the South East Areas had tried to contact the
Housing Executive by telephone in the 12 months before interview. Of those callers who got
through, 81 per cent were satisfied with telephoning the Housing Executive.
2.2.3
In the South, North East and West Areas, 64 per cent of all respondents had tried to contact the
Housing Executive by telephone in the 12 months before interview. Overall, 90 per cent of
these callers were satisfied with telephoning the Housing Executive.
2.2.4
Slightly more than one-quarter (26%) of respondents had visited a Housing Executive Office in
the 12 months before interview. The majority (94%; 90% in 2007) of respondents visiting an
office had to wait less than 15 minutes to speak to the right person (62% in under 5 mins).
Overall satisfaction with visiting an office was 81 per cent (85% in 2007).
2.3
Home Repairs
2.3.1 Less than two-thirds of all respondents (64%; 66% in 2007) had reported a repair to a Housing
Executive office in the 12 months before interview. Of these respondents, 87 percent were
satisfied with how staff had dealt with their request (86% in 2007).
2.3.2
Half (50%; 51% in 2007) of all respondents who reported a repair, had reported a routine repair.
Of these respondents, 54 per cent said they had received an acknowledgement letter within three
working days of reporting the repair; 83 per cent (84% in 2007) reported the work had been
carried out within the time stated in the letter.
2.3.3
Of respondents who had reported a repair, more than four-fifths (81%; 82% in 2007) had had the
repair completed by the time of interview. Among these respondents, satisfaction levels were
high regarding:
politeness of staff carrying out the repair (96%);
friendliness of staff carrying out the repair (96%);
tidiness of staff carrying out the repair (93%);
speed at which the repair was carried out (89%);
quality of work (86%); and
quality of materials (86%).
2.3.4
Overall satisfaction with the repairs service was 73 per cent (also 73% in 2007). Less than onefifth (18%; also 18% in 2007) of respondents were dissatisfied with the repair service and nine
per cent were neutral.
2.3.5
The main reasons for dissatisfaction with the repair service remain similar to previous years,
with respondents stating 'repair not done or not completed well' and service too slow.
2.4
2.4.1
Anti-Social Behaviour
Less than one-tenth (8%) of all respondents had reported an incident of anti-social behaviour to
the Housing Executive within the 12 months before interview. Almost three-fifths (59%; 52% in
2007) reported that the Housing Executive had taken action as a result of their complaint.
2.4.2
Formal Complaints Procedure

Less than half (48%; 51% in 2007) of respondents were aware of the Housing Executives
formal complaints procedure. Of these respondents, few (3%) had made a formal complaint.
2.5
2.5.1
Housing Benefit
More than three-quarters (79%; 80% in 2007) of respondents said they, or other household
member(s), were currently receiving Housing Benefit.
Annual Report
2.5.2
Equal proportions (94%) of respondents said the information provided by the Housing Benefit
notification was clear and understandable (both 95% in 2007).
2.5.3
More than two-fifths (46%; 56% in 2007) of Housing Benefit recipients were aware they had the
right to have their entitlement reviewed by an independent tribunal.
2.6
Housing Executive Services Overall
2.6.1 Overall, the vast majority (85%; 88% in 2007) of respondents were satisfied with the service
provided by the Housing Executive.
2.7
2.7.1
Standards of Service
Awareness of General Standards of Service:
The right to carry out improvements (58%).
Right of entitlement to Self Help Grant (35%).
Publishing of clear standards of service (30%).
Greater involvement of Housing Executive tenants (27%).
Right to Repair Scheme (22%).
2.7.2
Awareness of Standards of Service relating to Rent Payments:

The Housing Executive will provide you with rent statements every three months (96%).
The Housing Executive will give you four weeks written notice of any rent increase (96%).
The Housing Executive will advise you of any entitlement you may have to Housing
Benefit (86%).
2.7.3
Of all respondents, more than half (53%; 58% in 2007) were very satisfied/satisfied with the
opportunities for participation in the management of their estate/area. In addition, more than
two-thirds (68%; 71% in 2007) of respondents felt they were very or quite well consulted by the
Housing Executive.
2.7.4
The vast majority (95%; 94% in 2007) of respondents, who had contacted a District Office in the
12 months before interview, said the member of staff they had spoken to had dealt with them in
a courteous manner.
Annual Report
COMMENTARY
10
Annual Report
1.0
CHARACTERISTICS OF HOUSING EXECUTIVE DWELLINGS 2008
1.1
HOUSING EXECUTIVE STOCK

At the beginning of January 2008 the Housing Executive had approximately 87,500 dwellings
occupied by tenants (approx. 13% of all occupied properties in Northern Ireland3). More than
three-fifths (61%) were houses, 23 per cent were bungalows/cottages and 16 per cent were flats
or maisonettes. Almost half (48%) of Housing Executive properties had three bedrooms and
more than one-third (36%) had two bedrooms (Appendix Table 1.1 and 1.2).
2.0
HOUSEHOLD CHARACTERISTICS
2.1
TOTAL POPULATION PROFILE

Paragraphs 2.2-2.5 (Appendix Tables 2.1-2.5) present findings from the population profile, i.e.
relating to the total population resident in Housing Executive dwellings. Paragraphs 2.6-2.14
and Appendix Tables 2.6 -2.12 refer to households, household reference persons and/or partners
only.
2.2
POPULATION RESIDENT IN HOUSING EXECUTIVE DWELLINGS

The total estimated population resident in Housing Executive dwellings was approx. 185,000
giving an average
Figure 1: Age of population resident in Housing Executive
household size of 2.10
dwellings
(2.08 in 2007). This figure
35%
continues to be
31%
significantly lower than the
30%
25%
figure for Northern
24%
25%
Irelands housing stock as a
20%
20%
whole (2.50).4
15%
Of the total population, 55

10%
per cent were female and
5%
45 per cent were male.
Figure 1 shows that almost
0%
one-third (31%) of all
0-19 yrs
20-39 yrs
residents were aged under
20 and 25 per cent were 60 or older (Appendix Tables 2.1-2.2).
40-59 yrs
60+ yrs
2.3
MOBILITY AIDS
The vast majority of the population (87%; 86% in 2007) did not use mobility aids. Nine per cent
of respondents said a member of their household used a walking stick (9% in 2007), one per cent
said a member used crutches and two per cent said a member used a zimmer frame (each 1% in
2007). As in 2007, one per cent of the population (approximately 1,900 household members
residing in approximately 1,851 properties) used a wheelchair (Appendix Table 2.3).
2.4
DISABILITY/LONG TERM ILLNESS/HEALTH PROBLEM

Respondents were asked to identify if they, or any members of their household, had a disability,
long term illness or health problem, which limits his/her daily activities or the work he/she can
carry out. For ease of reporting, households with members who had a disability, long term
illness or health problem are referred to as having a health problem.
Of all households, more than two-fifths (42%) had no members who had a health problem, more
than one-quarter (28%) had at least one member and almost one-sixth (15%) had at least two
members with a health problem. The same proportion of households (15%) had at least three
members or more who had a health problem (Appendix Table 2.4).
3
4
Housing Statistics 2007/2008(DSD)

Housing Statistics 2007/2008 (DSD)
11
Annual Report
Of all household members, three-fifths (60%) did not have a health problem or a disability, onequarter (25%) of all members did have a health problem, seven per cent had a disability and nine
per cent had both a health problem and a disability (Appendix Table 2.5).
2.5
ETHNIC ORIGIN
Almost all household members (99%) were described as being of white ethnic origin (Appendix
Table 2.6).
2.6
HOUSEHOLD RELIGION
Household religion was the same as, or very similar to, findings in 2007.
More than half of all household reference persons (55%; also 55% in 2007) described their
household as Protestant and almost two-fifths (39%; 40% in 2007) described their household as
Catholic (Appendix Table 2.7). A further two per cent described their household as mixed
religion (Protestant/Catholic). The remaining respondents (5%) household religion was
combined into Other.
2.7
2.8
HOUSEHOLD REFERENCE PERSON AND/OR PARTNER PROFILE:

EMPLOYMENT STATUS OF HOUSEHOLD REFERENCE PERSON (HRP)
Almost one-third (32%; 32% in 2007) of HRP were retired from work, almost one-fifth (18%;
21% in 2007) were looking after family/home and 18 per cent were permanently sick/disabled
(19% in 2007). Around one-sixth (15%; 14% in 2007) were in employment (8% in full-time
employment, 6% in part-time employment and less than 1% self-employed) and 17 per cent
were unemployed (15% not working long-term and 2% not working short-term) (Appendix
Table 2.8).
HOUSEHOLD INCOME
Overall, more than three-quarters (76%) of respondents provided information on their household
income. Almost three-fifths (58%; 61% in 2007) said they had a gross household income of
10,400 or less. A further 13 per cent had a gross household income of 10,401 to 15,600 and
five per cent said they had a gross household income of 15,601 or more (Appendix Table 2.9).
The two main benefits received by HRP were Housing Benefit (77%; 78% in 2007) and Income
Support/Job Seekers Allowance (44%; 42% in 2007). Table 1 summarises the benefits received
by HRP and their partners (if applicable) (Appendix Table 2.10 and 2.11).
Table 1: Percentage of benefits received by HRP and Partner 2008
Benefits received:
HRP (%)
Housing Benefit
77
Income Support/Jobseekers Allowance
44
A Disability Benefit (including Incapacity Benefit)
36
State Retirement Pension
34
Child Benefit
27
Incapacity Benefit
16
Pensions Credit
19
Childs Tax Credit
13
Working Tax Credit
6
Other
7
12
Partner (%)
18
31
30
14
13
9
7
4
7
2.9
Annual Report
HOUSEHOLD TYPE
More than two-fifths (42%; 43% in 2007) of HRPs lived alone and were represented by lone
older (25%; 26% in 2007) and lone adult households (17%; 17% in 2007) (Figure 2: Appendix
Table 2.12).
Figure 2: Household Type
30%
25%
17%
20%
15%
13%
11%
10%
8%
8%
3%
0%
Lone older
2.10
Lone adult
Lone parent
Two Older
Lar ge adult
Two Adults
Small family Large family
HOME COMPUTERS/ INTERNET ACCESS

Almost one-third (32%; 27% in 2007) of respondents owned a home computer that was in use at
the time of interview. Of those who had a home computer, four-fifths (80%; 74% in 2007) said
their household had access to the Internet. However, of all respondents, more than one-quarter
(26%; 20% in 2007) stated their households had access to the Internet from their home computer
or digital television (Appendix Table 2.13a - 2.13c).
Of all respondents, 23 per cent (22% in 2007) were aware that the Housing Executive has a
website (Appendix Table 2.14). Of these respondents, almost one-fifth (18%; 14% in 2007) had
visited the Housing Executives web site (Appendix Table 2.15).
2.11
POTENTIAL SERVICE DELIVERY VIA THE INTERNET

One-sixth (16%) of all respondents said that, if they could, they would access Housing
Executive services via the website. However, the majority (82%) said they would not do so
(Appendix Table 2.16).
Respondents who said they would potentially access services via the web were asked, if
available, which services they would use. The main service area respondents stated they would
use was to report a repair (77%), followed by getting information/advice (56%), reporting antisocial behaviour (42%) and to look up their rent account (41%). More than one-third stated
they would report a general estate problem (37%), make a complaint about poor service (35%),
apply to buy their home (34%); one-third said they would report a change in circumstances
relating to Housing Benefit (33%) or apply for Housing Benefit (33%). Less than one-third
(30%) applied for transfer/exchange and more than one-quarter (27%) said they would pay their
rent (Appendix Table 2.17).
2.12
POTENTIAL SERVICE DELIVERY VIA MOBILE PHONES

Almost three-quarters (70%) of all respondents had a mobile phone. Of these respondents, 64
per cent stated they used short message/text service. Regardless of whether or not respondents
used text, all those who had a mobile phone were asked, if it were possible, would they contact a
Housing Executive service via the use of text. One-fifth (20%) of respondents said they would
contact a Housing Executive service via text, 79 per cent said they would not and one per cent
did not know (Appendix Tables 2.18, 2.19 and 2.20).
Of the respondents who stated they would contact a Housing Executive service via text, the vast
majority said it would be in relation to repairs (90%) (Appendix Table 2.21). More than one-half
said it would be in relation to a general complaint (52%), Housing Benefit (52%) or
information/advice (51%). More than two-fifths stated they would text regarding:
rent accounting (47%),
13
Annual Report
neighbour problems (45%),

transfer/exchange (44%),
planned schemes (43%).
More than one-quarter (26%) of respondents with a mobile phone stated they would allow the
Housing Executive to contact them via text in relation to repairs. Fewer respondents stated they
would allow contact in relation to Housing Benefit (16%), information/advice (15%), general
complaints (15%) and/or rent account (15%) (Figure 3; Appendix Table 2.22).
Figure 3: Respondents permitting contact via text from the HE
Allocation on behalf of someone else
Buying your home
Transfer/Exchange
10%
10%
13%
Neighbour Problems
Planned Schemes
Rent Account
General Compaints
13%
14%
15%
15%
Information/Advice
Housing Benefit
Repairs
0%
2.13
15%
16%
26%
5%
10%
15%
20%
25%
30%
OWNERSHIP OF A BANK/BUILDING SOCIETY ACCOUNT

All respondents were asked questions relating to ownership of a bank/building society account,
their current method of rent payment, ownership of a debit/credit card and whether or not they
would consider using a debit/credit card to pay their rent in the future.
More than half (55%) of all respondents had a bank or building society account, more than twofifths (42%) did not have a bank/building society current account and three per cent refused to
respond (Appendix Table 2.23).
At the time of interview, almost three-quarters (73%) of respondents, were in receipt of full
Housing Benefit and therefore did not pay rent. More than one-tenth (12%) paid their rent at a
Post Office. Similar proportions paid their rent at a Pay Point/Zone (8%) or by Standing Order
(5%) and a small percentage (1%) paid their rent at a Housing Executive District Office
Of the respondents not receiving full Housing Benefit (27%), the vast majority (97%) said the
way they currently paid their rent was their preferred method of payment (Appendix Table 2.25).
2.14
DEBIT/CREDIT CARD OWNERSHIP

Only those respondents not in receipt of full Housing Benefit were asked questions in relation to
debit/credit card ownership and if they would consider using a debit/credit card to pay their rent
in the future. More than half (52%) of respondents did not currently have a debit/credit card,
more than one-third (36%) owned a debit/switch card, nine per cent owned both a debit and
credit card and three per cent owned only a credit card (Appendix Table 2.26).
Regardless of debit/credit card ownership, the majority of respondents who currently pay rent
would not consider paying their rent via a debit card (87%) or a credit card (97%) (Appendix
Table 2.27).
14
Annual Report
3.0
HOUSING HISTORY AND SATISFACTION WITH HOME
3.1
LENGTH OF TENANCY
In 2008, fewer respondents (65%) than in 2007 (69%) reported that they had been tenants for
more than 15 years (Appendix Table 3.1).
3.2
CURRENT HOME
ALLOCATION OF CURRENT PROPERTY

Almost three-quarters (73%; 74% in 2007) of respondents had been allocated their current
property more than five years previously (Appendix Table 3.2).
SATISFACTION WITH HOUSING EXECUTIVE FINDING ACCOMMODATION

Of the six per cent of respondents who had been allocated their accommodation in the year
before interview, almost three-quarters (73%; 75% in 2007) were satisfied with the Housing
Executive finding their accommodation (Appendix Table 3.3).
OVERALL SATISFACTION WITH CURRENT HOME

The majority of respondents (85%; 87% in 2007) were very satisfied/satisfied with their
current home, five per cent were neutral and 10 per cent were dissatisfied/very dissatisfied
(Figure 4 & Appendix Table 3.4). Comparison by Area showed a slight decline in
satisfaction levels in the South (91%), the South East (81%) and Belfast (80%); the West
(89%) and North East (87%) remained unchanged.
Figure 4: Overall satisfaction with current home (by Area)
100%
85% 87%
80% 84%
81% 83%
91% 94%
87% 87%
89% 89%
South
North East
West
80%
60%
40%
20%
0%
NI
Belfast
South East
2008
2007
3.3
TENANTS ASSESSMENT OF SIZE OF PROPERTY

As in 2008, the majority (82%; 83% in 2007) of respondents said their home was just the right
size, 15 per cent said it was too small and three per cent said it was too big (Appendix Table 3.5).
3.4
ADAPTATIONS
Almost one-third (29%; 31% in 2007) of respondents said that adaptation work had been carried
out to their property (Appendix Table 3.6). Among these properties, the main adaptation carried
out was the installation of a shower (74%) followed by the installation of handrails (60%). Less
than ten percent of these properties had adaptation work carried out in relation to a change in
heating (8%), ramps (8%), ground floor WC (7%), a lift (6%), and/or an extension (required for
a disabled household member) (6%) (Appendix Table 3.7).
3.5
FUTURE INTENTIONS
The proportion of respondents intending to remain as Housing Executive tenants continues to
rise. In 2008, 94% of respondents said they intended to remain as tenants for the next five years,
compared to 90% in 2007 and 85% in 2006. Four per cent of respondents (6% in 2007 and 10%
in 2006) intended to either purchase their current home or become an owner of another Housing
Executive property. Overall, less than one percent of respondents had future intentions to move
to the owner occupied sector, rent privately or rent from a Housing Association. These figures
continue to highlight the difficulties within the housing market (Appendix Table 3.8).
15
Annual Report
Further analysis was carried out on those respondents whose intention was to either purchase a
Housing Executive property or purchase in the owner occupied sector. Of all respondents who
intended to become owner-occupiers (4%), more than one-tenth (12%; 29% in 2007) said they
thought they would buy within the next 12 months, 41 per cent (30% in 2007) thought they
would do so within the next one to three years and a further 29 per cent (21%) intended to
purchase sometime after three years (Appendix Table 3.9).
4.0
TENANT CONTACT WITH THE HOUSING EXECUTIVE
4.1
CHANGES TO DELIVERY OF TELEPHONE SERVICE

During 2008 under Modernising Services, the Housing Executive introduced a new telephony
system, which was to be staggered across all Areas. At the time of Survey commencement
(January 2008) only Belfast and the South East Areas had undergone modernising services, with
telephone contact in South, North East and West Areas remaining unchanged. The main section
of the CTOS questionnaire was revised to reflect these changes in this service area; therefore
findings are reported separately5.
4.2
BELFAST AND SOUTH EAST AREAS

CONTACT WITH THE HOUSING EXECUTIVE - MODERNISING SERVICES TELEPHONY
All respondents in the Belfast and South East Areas were asked if they were aware of the
changes to the Housing Executives contact telephone numbers. More than three-quarters (77%)
were aware of the change and the remainder (23%) were not (Appendix Table 4.1).
Two-thirds (66%) of all respondents in Belfast and South East Areas, had contacted the Housing
Executive by telephone in the 12 months before interview (Appendix Table 4.2).
4.3
AWARENESS OF NEW CONTACT TELEPHONE NUMBERS

Respondents were given a show card listing the Housing Executives new contact numbers and
asked which of the numbers they had rung. Almost half (45%) said they did not know which
number they had last rung, one-third (33%) had rung the main telephone number
(08448920900), 15 per cent had rung the main repair number (08448920901) and four per cent
said they had rung the main Housing Benefit number (08448920902). A small proportion (3%)
of respondents said they used another Housing Executive contact number (eg direct dial)
4.4
REASON FOR TELEPHONE CONTACT

Respondents were asked, when they had last rung the Housing Executive, to state their main
reason for doing so. The main reason given by respondents was, repairs (77%), with much
smaller proportions reporting rent accounting (5%), Housing Benefit (4%) or regarding a new
transfer/exchange application/an existing application (3%) (Appendix Table 4.4).
The vast majority (97%) of respondents who had telephoned the Housing Executive in the 12
months before interview said their call had got through (Appendix Table 4.5).
4.5
RESPONDENTS VIEWS OF HOW STAFF HAD ANSWERED CALL

Respondents who had telephoned a Housing Executive office in the 12 months before interview
were asked a range of questions regarding their telephone contact. Table 2 summarises the
responses of how staff had answered respondents call (Appendix Table 4.6a-h).
During April to June 2008, the Contractor (IpsosMori) experienced technical problems with data collection
regarding telephone contact and was unable to provide robust data for one quarter. Therefore, findings are based
on three data collection periods. However the data were weighted to be representative of Housing Executive
occupied stock as at January 2008.
16
Annual Report
Table 2: Telephone callers views regarding staff who answered their telephone call
STAFF WERE:
Yes (%)
Easy to understand
97
Polite
97
Friendly
96
Patient
96
Knowledgeable
92
Not interested/off hand
6
In a hurry/rushed
6
Rude
3
Note: Respondents in the Belfast and South East Areas only.
4.6
TRANSFERRED TO ANOTHER MEMBER OF STAFF

One-quarter (25%) of all respondents in the Belfast and South East Areas said the member of
staff who had answered their call had dealt with their query. Therefore, they did not need to be
transferred to another member of staff. More than two-thirds (67%) of respondents who had
telephoned a Housing Executive office said they had been transferred immediately to another
member of staff; a further seven percent said it took some time to reach the other member of
staff; one per cent (1%) of callers said they had been transferred but either their call had not been
answered or they could not recall the outcome (Appendix Table 4.7).
4.7
SATISFACTION WITH STAFF WHO ANSWERED CALL

The majority (88%) of respondents in the Belfast and South East Areas were very
satisfied/satisfied with the member of staff who answered their telephone call and either dealt
with their query or transferred them to another member of staff (Appendix Table 4.8).
4.8
HOW LONG AGO LAST TELEPHONE CALL

Almost three-quarters (74% of all callers) who had telephoned the Housing Executive within the
last 12 month before interview, were transferred to another member of staff. Of these callers, 31
per cent had telephoned within the last month and a further 30 per cent had telephoned more
than one month ago, but less than three months. Fifteen per cent of callers said they had rung
more than three months ago, but less than six months ago and 22 per cent said they had rung
more than six months ago (Appendix Table 4.9).
4.9
RESPONDENTS WHO WERE TRANSFERRED TO ANOTHER MEMBER OF STAFF

Respondents who had telephoned the Housing Executive in the last 12 months before interview
and were transferred to another member of staff were asked a range of questions regarding the
staff who had dealt with their query. Table 3 summarises their responses (Appendix Table 4.10a
4.10h).
Table 3: Telephone callers views regarding staff who dealt with their query
STAFF WERE:
Yes (%)
Easy to understand
97
Polite
96
Friendly
96
Patient
93
Knowledgeable
89
10
In a hurry/rushed
8
Rude
4
Note: Respondents in the Belfast and South East Areas only.
17
Annual Report
4.10
OVERALL SATISFACTION WITH TELEPHONE SERVICE

The majority of respondents (81%) were very satisfied/satisfied with telephoning the Housing
Executive within the last 12 months before interview (Appendix Table 4.11).
4.11
SOUTH, NORTH EAST AND WEST AREAS

CONTACT WITH THE HOUSING EXECUTIVE BY TELEPHONE
Almost two-thirds (64%) of respondents from the South, North East and West Areas had
contacted the Housing Executive by telephone in the 12 months before interview (Appendix
Table 4.12).
The vast majority (98%) of respondents had got through the last time they had telephoned.
Ninety per cent said the telephone had been answered quickly and less than one-tenth (8%) said
the phone had been left to ring for some time before being answered (Appendix Table 4.13).
4.12
RESPONDENTS VIEWS OF THE HOUSING EXECUTIVES TELEPHONE SERVICE

Respondents who had telephoned the Housing Executive in the last 12 months before interview
were asked a range of questions about the staff who had dealt with their call. Table 4
summarises their responses (Appendix Tables 4.14a-h).
Table 4: Telephone callers views of staff who dealt with their query
STAFF WERE:
Easy to understand
Polite
Friendly
Patient
Knowledgeable
In a hurry/rushed
Rude
Yes (%)
98
98
98
96
96
5
5
3
Note: Respondents in the South, N East & West Areas only.
4.13
SATISFACTION WITH TELEPHONE CONTACT

Of those respondents who had been transferred to another member of staff more than four-fifths
(90%) were satisfied with telephoning a Housing Executive office; four per cent were
dissatisfied and five per cent were neither satisfied nor dissatisfied (Figure 5; Appendix Table
4.15).
4.14
VISITING A HOUSING EXECUTIVE OFFICE

Analysis of findings shows that
more than one-quarter (26%;
Figure 5: Visiting District Office by Area 2008 - 2007
25% in 2007) of respondents
40%
35%
31 %
2 8% 26%
had visited a Housing
26%
26
%
25%
30%
25% 23% 22%
21%
Executive office in the 12
2 0%
20%
months before interview
10%
(Figure 5; Appendix Table
0%
4.16). By Area, the North East
had the highest proportion of
NI
Belfast
S East
South
N East
West
respondents calling at a
2008 2007
Housing Executive office
(35%) and the South had the
lowest (20%).
18
4.15
Annual Report
WAITING TIME AT HOUSING EXECUTIVE OFFICE

Respondents who had visited a Housing Executive office were asked how long, on their last
visit, they had had to wait before being attended to by counter staff. Table 5 shows that the vast
majority (94%; 90% in 2007) of respondents had waited less than 15 minutes to be attended to
(62% in less than five minutes). The West had the highest proportion (98%) of respondents who
had waited less than 15 minutes and the South East had the lowest (90%) (Appendix Table 4.17).
Table 5: Waiting time to be attended to by staff (Respondents who had visited a Housing
Executive Office)
Less than 15 minutes

15 to 30 minutes
More than 30 minutes
Dont know
4.16
NI
Belfast
94
5
2
0
94
3
4
0
South
East
90
8
2
1
South
96
3
1
1
North
East
93
5
1
1
West
98
2
0
1
RESPONDENTS VIEWS OF VISIT TO HOUSING EXECUTIVE OFFICE

Respondents who had visited a Housing Executive Office in the year before interview (26% of
all respondents) were asked whether they agreed or disagreed with a list of statements about the
office they had visited. Results summarised in Table 6 are for the most part, similar to those of
2007 (Appendix Table 4.18a 4.18j).
Table 6: Respondents perceptions of their visit to a Housing Executive office 2008 and
2007 (respondents who had visited an office) (%)
Strongly Agree/Agree
2007
2008
The office is easy to get to
91
95
The staff are polite
92
91
The staff are friendly
91
91
You always feel you can ask questions
87
87
The staff appear to have time for me
89
87
The staff are helpful
88
85
The staff seem very knowledgeable
83
82
You rarely have to wait to be seen
74
81
You cannot be overheard when you are being dealt with
43
45
You are usually seen by the same person each time
34
34
4.17
SATISFACTION WITH VISIT TO HOUSING EXECUTIVE OFFICE

Overall, the majority (81%;
Figure 6: Satisfaction with visit to HE Office by Area 2008 85% in 2007) of
2007
89%
90% 91%
respondents were satisfied
100%
85% 86%
83% 81%
81% 85%
78%
76%
72%
with their visit to a
80%
Housing Executive office.
60%
Less than one-tenth (6%) of
40%
respondents were neutral
20%
and 13 per cent were
0%
dissatisfied (Appendix
NI
Belfast
S East
South
N East
West
Table 4.19). Satisfaction
2008 2007
by Area ranged from 90 per
cent in the West to 72 per cent in the South East (Figure 6).
19
Annual Report
4.18
VISITS BY HOUSING EXECUTIVE STAFF TO TENANTS AT HOME

One-quarter (25%; 25% in 2007) of respondents had received a visit from a member of the
Housing Executives staff (excluding workmen, contractors, labourers etc) during the 12 months
before interview (Appendix Table 4.20).
4.19
SATISFACTION WITH HOME VISITS

More than three-quarters (78%; 84% in 2007) of respondents who had received a home visit
were very satisfied/satisfied. More than one-tenth (12%; 10% in 2007) were dissatisfied/very
dissatisfied and 10 per cent were neutral. By Area, satisfaction was highest in the South (83%)
and lowest in the West (76%) (Figure 7; Appendix Table 4.21).
Figure 7: Overall satisfaction with visit by Housing Executive staff (by Area)
76
West
Nor th East
8
11
78
South
16
11
83
7
77
South East
Belfast
79
NI
78
0
20
Satisfied
40
Neutral
12
16
12
10
60
80
10
12
1 00
Dissatisfied
5.0
HOME REPAIRS
5.1
RESPONSE MAINTENANCE
In the 12 months before interview, almost two-thirds (64%; 66% in 2007) of respondents
reported a repair to the Housing Executive (Appendix Table 5.1).
5.2
SATISFACTION WITH DEALING WITH REPAIR REQUESTS

More than four-fifths (87%; 86% in 2007) of respondents who had reported a repair said they
were satisfied with the way staff had dealt with their repair request; five per cent were neutral
and eight per cent were dissatisfied. By Area, satisfaction was highest in the West (93%)
followed by North East and South (both 89%) and lowest in Belfast (84%) and South East (82%)
5.3
CATEGORY OF REPAIR
Respondents were asked about the most recent repair they had reported to the Housing
Executive. Half (50%) had reported a routine repair, similar proportions had reported either an
urgent (24%) or emergency (23%) repair and two per cent did not know what category of repair
they had reported (Appendix Table 5.3).
5.4
ACKNOWLEDGEMENT LETTER
More than half (54%) of respondents who had reported a routine repair said they had received an
acknowledgement letter within three working days of reporting the repair. More than one-third
(36%) said they had not received an acknowledgement letter, eight per cent said it did not apply
as their most recent repair request was within three days of interview and two per cent did not
know. Proportionately more respondents in the South (72%) than elsewhere had received an
acknowledgement letter; South East Area had the lowest proportion (40%) (Appendix Table 5.4).
Of those respondents who had received an acknowledgement letter, 83 per cent (84% in 2007)
said the work had been carried out within the time stated in the letter, 16 per cent (15% in 2007)
said the work had not been carried out in the time stated and one per cent did not know
20
5.5
CONVENIENCE
Of those respondents who had
reported a repair request in the
previous 12 months (64% of all
respondents), almost threequarters (71%; 71% in 2007) said
that staff had inquired when it
would be convenient for the
contractor to come and do the
repair. The highest proportion of
respondents who said they had
been asked when it would be
convenient to action repairs was in
the West (82%) and lowest in the
South East (59%) (Figure 8;
Appendix Table 5.6).
Annual Report
Figure 8: Respondents who were asked when it

w ould be convenient to do repair (by Area)
81%
80%
71%
82%
69%
66%
59%
60%
40%
20%
0%
NI
Belfast
South
East
South
North
East
West
5.6
REPAIRS COMPLETED
More than four-fifths (81%; 82% in 2007) of respondents who had reported a repair had had a
repair completed within the previous 12 months before interview. By Area, completion of
repairs was highest in the South (88%) and North East (86%), followed by West (82%), Belfast
(77%) and South East (75%) (Appendix Table 5.7).
5.7
REPAIR CONTRACTORS
Only those respondents who had had a repair completed at the time of interview (81% of the
total) were asked questions relating to specific aspects of the repair service, with the majority
reporting high levels of satisfaction. Table 7 shows respondents satisfaction levels with aspects
of the repair service compared to 2007 (Appendix Tables 5.8a 5.8f).
Table 7: Respondents satisfaction with various aspects of service received from repair
contractors 2008/2007 (%)
2007
2008
Friendliness
97
96
Politeness
96
96
Tidiness
94
93
Speed
89
89
Quality of work
87
86
Quality of materials
87
86
Of the respondents who were dissatisfied with aspects of the repair work carried out, almost
three-fifths (57%; 59% in 2007) had not felt the need to make a complaint. Of the respondents
who had made a complaint Less than one-third (32%; 30% in 2007) of respondents had made a
complaint to the Housing Executive; five per cent had complained to the Contractor and six per
cent had complained to both the Contractor and the Housing Executive (Appendix Table 5.9).
5.8
GENERAL SATISFACTION WITH REPAIR SERVICE

Respondents satisfaction with the repair service remained unchanged from 2007 (73%). Less
than one-fifth (18%; 18% in 2007) of respondents with experience of the repairs service were
dissatisfied/very dissatisfied and nearly one-tenth (9%; also 9% in 2007) were neutral (Appendix
Table 5.10). By Area, satisfaction was highest in the South and West (both 84%) and lowest in
the South East (60%) (Figure 9).
21
Annual Report
Overall satisfaction with the repair service for the last two years of the CTOS at Northern
Ireland and Housing Executive Area levels is highlighted in Figure 10. Findings show that
generally satisfaction with the repair service has not improved across most Areas, with the
exception of the West (84%; 81% in 2007) and Belfast (67%; 61% in 2007). In fact, there has
been a substantial decrease in satisfaction in the South East (60%; 69% in 2007).
Figure 9: General satisfaction w ith repair service (by Area) 2008 - 200 7
100%
80%
84%
73% 73%
67%
61%
60%
86%
77%
82%
84% 81%
69%
60%
40%
20%
0%
NI
Belfast
S East
2008
South
N East
West
2007
Detailed analysis of reasons for dissatisfaction with the repair service is not provided, due to the
small sub-sample. However, the main reasons remain similar to previous years, with respondents
stating 'repair not done or not completed well' and service too slow.
5.9
COMPLETED REPAIR BY
SATISFACTION
Figure 10: Completed Repair by Satisfaction
Further analysis was carried
90%
84%
83%
out to measure the satisfaction
79%
77%
80%
of respondents who had had at
least one repair completed in
60%
the previous 12 months. Of
these respondents, more than
40%
four-fifths (83%) were satisfied
20%
with the Housing Executives
repair service; similar
0%
proportions were dissatisfied
NI
Belfast
S East
South
N East
(10%) and neither satisfied nor
dissatisfied (9%). (Figure 10; Appendix Table 5.11)
88%
West
5.10
CURRENT STATE OF REPAIR OF DWELLING

More than four-fifths (81%; 79% in 2007) of all respondents thought the current state of repair
of their dwelling was very or fairly good; nine per cent thought it was neither good nor poor and
ten per cent thought it was fairly or very poor (Appendix Table 5.12).
5.11
COMPENSATION FOR APPROVED IMPROVEMENTS

Similarly to 2007, the majority of respondents (88%; 87% in 2007) were not aware that they
may be entitled to compensation (on termination of tenancy) for any approved improvements
that they had carried out to their home. Twelve per cent (13% in 2007) of respondents were
aware of this entitlement (Appendix Table 5.13).
6.0
ANTI-SOCIAL BEHAVIOUR/FORMAL COMPLAINTS PROCEDURE

Tenants have the right to live in peace and harmony with their neighbours. Anti-social
behaviour (ASB) is defined in broad terms as anything that has a detrimental effect on an
22
Annual Report
individuals enjoyment of their home and surroundings. This would include disputes with
neighbours.
6.1
REPORTING OF ASB
The majority (92%; also 92% in 2007) of respondents had not reported an incident of ASB and
less than one-tenth (8%) of all respondents had reported an incident of ASB to the Housing
Executive within the 12 months before interview (Appendix Table 6.1).
Of the respondents who had reported an incident of ASB (8%), almost half (45%) had done so
approximately six months or more prior to interview. More than one-third (37%) had reported
an incident of ASB approximately four weeks to less than six months prior to interview and less
than one-fifth (18%) had reported the incident of ASB less than four weeks prior to interview
(Table 6.2).
6.2
ACTION TAKEN BY THE HOUSING EXECUTIVE

Of the respondents who reported an incident of ASB (8% of all respondents), almost three-fifths
(59%) said that the Housing Executive had taken action as a result of their complaint. Slightly
more than two-fifths (41%) of respondents said the Housing Executive did not take action as a
result of their complaint (Appendix Table 6.3).
Of those respondents who had reported that the Housing Executive had not taken any action,
almost half (45%) were still awaiting a response from the Housing Executive. Almost one-third
(30%) said the Housing Executive had informed them why no action had been taken and onequarter (25%) said the Housing Executive had not informed them why no action had been taken
6.3
OUTCOME OF ACTION TAKEN BY THE HOUSING EXECUTIVE

Almost two-fifths (37%) of respondents who stated that the Housing Executive had taken action,
said that, as a result, the ASB had ceased, more than one-third (36%) said the ASB had lessened
and 27% said the ASB had continued at the same level (Appendix Table 6.5).
6.4
SATISFACTION OF HOW CASE HAD BEEN HANDLED

Of respondents who had reported an incident of ASB (8% of all respondents), 43% were
satisfied and 34% were dissatisfied with the way in which their case had been handled. Almost
one-quarter (23%) were neither satisfied nor dissatisfied (Appendix 6.6).
6.5
REPORTING INCIDENT OF ASB TO OTHER AGENCIES

Less than one-tenth (8%) of all respondents had reported an incident of ASB in the previous 12
months to any agency other than the Housing Executive; most (88%) had done so to the PSNI.
Less than one-sixth (13%) had reported an incident to their local council and less than one-tenth
(8%) had reported an incident to another agency (Appendix Tables 6.7 & 6.8).
6.6
FORMAL COMPLAINTS PROCEDURE

Less than half (48%) of all respondents were aware that the Housing Executive has a formal
complaints procedure (Appendix Table 6.9). Of these, only three per cent had made a formal
complaint to the Housing Executive. Therefore, it was not feasible to report in detail any
findings of the data because of this small sub-group (Appendix 6.10).
7.0
HOUSING EXECUTIVE SERVICES
7.1
USE OF HOUSING EXECUTIVE SERVICES

Respondents were asked about a range of services provided by the Housing Executive and
whether or not they had used them during the 12 months before interview. Table 8 summarises
the percentages of respondents who had used these services (Appendix Table 7.1a- 7.1d).
23
Annual Report
Table 8: Respondents who had used Housing Executive services (%)

Information about Housing Benefit
Applying for HE transfer/exchange
Applying to buy your home
General Housing Advice
7.2
NI
24
9
2
2
Belfast
18
13
2
2
%
S East
South
26
11
8
8
3
3
2
0
N East
41
9
2
2
West
21
7
3
2
SATISFACTION WITH HOUSING EXECUTIVE SERVICES

The vast majority (93%; 94% in 2007) of respondents who had sought information about
Housing Benefit were satisfied with the service they had received (Figure 11; Appendix Table
7.2a).
Of the respondents who
Figure 11: Satisfaction with Housing Executive services
had applied for a Housing
Executive transfer/
Applied to buy your
exchange (9% of all
73%
9%
18%
home
respondents), less than half
Application for
49%
19%
32%
(49%; 51% in 2007) were
transfer/exchange
satisfied with the service
93%
4%4%
I nformation on HB
and less than one-fifth
(19%; 17% in 2007) were
0%
20%
40%
60%
80%
100%
neutral. Almost one-third
Satisfied
Neutral
Dissatisfied
(32%; also 32% in 2007)
were dissatisfied with the
service they had received (Appendix Table 7.2b).
Figures are not included in the report for satisfaction with the services provided for respondents
on applying to buy their home or seeking general housing advice, as the sub-groups were too
small to report.
7.3
HOUSING BENEFIT APPLICATIONS

Almost two-fifths (37%) of respondents stated that they, or another member of their household
had applied for Housing Benefit within the 12 months before interview, compared to 50 per cent
in 2007 (Appendix Table 7.3).
Of these:
More than three-quarters (77%; 76% in 2007) of applicants had found the Housing Benefit
form easy to complete.
Three-fifths (60%; 68% in 2007) were aware that, in the event of being turned down for
Housing Benefit, they would have the right to have the decision reviewed (Appendix Tables
7.4 & 7.5).
7.4
HOUSING BENEFIT RECIPIENTS

Of all respondents, 79 per cent (80% in 2007) said they, or another household member, were
currently receiving Housing Benefit. Analysis by Area shows higher proportions of respondents
in receipt of Housing Benefit were in the West (86%) and Belfast (83%) Areas, compared to the
South (77%), North East (77%) and South East Areas (70%) (Appendix Table 7.6).
7.5
HOUSING BENEFIT NOTIFICATIONS

Respondents whose households were receiving Housing Benefit were asked about the
information provided by the Housing Executives notifications. Equal proportions said the
notification was clear and understandable (both 94%; both 95% in 2007) (Appendix Tables 7.7 7.8).
24
Annual Report
Less than half (46%; 56% in 2007) of the respondents whose household/household member were
receiving Housing Benefit were aware that they had the right to have their amount of Housing
Benefit reviewed by an independent tribunal (Appendix Tables 7.9).
7.6
CHANGES OF CIRCUMSTANCES AFFECTING HOUSING BENEFIT CLAIM

Respondents whose households were receiving Housing Benefit were asked if they were aware
that they were required to advise the Housing Executive of certain changes in their
circumstances which could affect their entitlement (Appendix Tables 7.10a-7.10d). Table 9
summarises their responses.
Table 9: Awareness of changes of circumstances to be reported to the Housing Executive
(respondents in receipt of Housing Benefit) (%)
2007
2008
Non dependants joining the household
98
98
Non dependants leaving the household
98
98
Income changes
98
98
Partner changes
98
98
7.7
OVERALL SATISFACTION WITH HOUSING EXECUTIVE SERVICES

Overall, more than
four-fifths (85%; 88%
Figure 1 2: Overall satisfaction with service provided by
in 2007) of
Housing Executive
respondents were
100%
92% 93%
91%
satisfied with Housing
89%
88%
89% 90%
85%
85%
Executive services, a
82%
81%
79%
80%
further eight per cent
were neutral and seven
per cent were
60%
dissatisfied. There was
NI
Belfast
S East
South
N East
West
some variation by
2008 2007
Area, ranging from 92
per cent satisfied with
Housing Executive services in the South to 79 per cent in the South East (Figure 12; Appendix
Table 7.11).
Although analysis of reasons for dissatisfaction with Housing Executive services is not feasible
because the sub-group is too small to report in detail, the two main reasons for dissatisfaction
remain similar to previous years: poor repairs service and dont take action.
8.0
ATTITUDES TO HOME AND ESTATE
8.1
PERCEPTIONS OF CHANGE IN THE AREA

Almost two-thirds (63%; 58% in 2007) of respondents thought their area was not really
changing, 23 per cent (27% in 2007) thought it was changing for the better and 11 per cent (12%
in 2007) thought it was changing for the worse (Appendix Table 8.1a). A small proportion (3%)
of respondents did not know whether their area was changing or not.
Those respondents who thought their area was changing for the worse were asked to state why
they held this view. Although numbers are too small for detailed analysis, the main reasons
given by respondents included: 'young people causing trouble, anti-social behaviour and
undesirables moving into the area.
8.2
IMAGE OF AREA
The majority of respondents (74%; 71% in 2007) said they were proud/fairly proud of their area,
less than one-fifth (19%; 23% in 2007) had no strong feelings and less than one-tenth (8%; 7%
25
Annual Report
in 2007) said they felt slightly ashamed/ashamed (Appendix Table 8.1b). Variation by Area
ranged from 82 per cent of respondents in the North East to 67 per cent in Belfast and South East
who felt pride in their area.
Of those respondents who felt their area
was changing for the better (23% of all
respondents), more than three-quarters
(78%; 77% in 2007) were also proud of
their area. Conversely, of those who felt
their area was changing for the worse
(11% of all respondents), more than twofifths (45%; 40% in 2007) felt
proud/fairly proud and more than onequarter (26%; 35% in 2007) had no
strong feelings; 29 per cent (26% in
2007) were ashamed of the area (Figure
13; Appendix Table 8.2).
8.3
Figure 13: Respondents w ho felt area w as

changing for the better by general image
5%
17%
Proud
No strong feelings
78%
Asham ed
ACCESS TO KEY SERVICES

Respondents were shown a list of some key services and were asked how long they thought it
would take the average person to walk from the respondents home to the nearest facility.
The closest services, which most respondents felt could be reached by the average person
(walking 10 minutes or less) were public transport (94%) and a place to buy milk or bread (86%)
(Appendix Tables 8.3a 8.3j). Almost three-quarters of respondents felt the average person
could walk to a church/chapel (73%), the nearest primary school (70%) or to a childs play area
(69%) within 10 minutes or less. Table 10 summarises the results:
Table 10: Walking distance (in time) to public transport and other local key services from
respondents home (%)
Public transport
Place to buy milk or bread
Church/Chapel
Primary school
Children's play areas
Park/public open space
Pub
Post Office
Health care facility/GP
Leisure or sports facility
10 mins
or less
11-20
mins
21-30
mins
30+
mins
94
86
73
70
69
67
58
58
39
29
4
10
19
22
17
20
24
28
28
26
1
2
5
5
5
5
8
8
14
16
<1
1
2
1
2
3
4
3
7
10
Not within
walking
distance
1
2
2
3
6
5
7
4
13
19
TOTAL
100
100
100
100
100
100
100
100
100
100
9.0
STANDARDS OF SERVICE DELIVERY
9.1
AWARENESS OF SPECIFIC ASPECTS OF PUBLISHED STANDARDS OF SERVICE

Of all respondents (Appendix Table 9.1):
58% were aware of the right to carry out improvements;
35% were aware of the right of entitlement to Self Help Grant;
30% were aware of the publishing of clear standards of service;
27% were aware of greater involvement of Housing Executive tenants; and
22% were aware of the Right to Repair Scheme.
9.2
MAKING DECISIONS
More than one in ten respondents (13%) said they had asked the Housing Executive about a
decision affecting them (Appendix Table 9.2). Of these respondents, almost two-thirds (63%)
26
Annual Report
said they had been informed how the Housing Executive had arrived at their decision (Appendix
Table 9.3).
9.3
RENT PAYMENTS
All respondents were asked about standards regarding rent payments. Table 11 shows the
proportions of respondents who said standards concerning rent payments had been met
Table 11: Meeting of Standards concerning rent payments (by Area) %
The Housing Executive will provide you with
rent statements every 3 months
The Housing Executive will give you 4
weeks written notice of any rent increase
The Housing Executive will advise you of any
entitlement you may have to Housing Benefit
NI
Belfast
South
East
South
North
East
West
96
97
96
96
98
95
96
96
96
95
98
93
86
84
85
89
86
86
9.4
PUBLISHING OF STANDARDS OF DELIVERY VIA NEWSLETTER (HOUSING NEWS)

The majority of respondents (84%) were aware that the Housing Executive issues a newsletter
(Housing News) to inform tenants of how the organisation has performed against standards
9.5
OPPORTUNITIES FOR PARTICIPATION

The Housing Executive encourages tenants through local community associations/groups to play
a role in the management of their estates. More than half (53%) of all respondents were very
satisfied/satisfied with the opportunities for participation in the management of their estate/area.
By Area, satisfaction was highest in West (59%) and lowest in the South and North East (both
47%) (Appendix Table 9.6).
The Housing Executive gives a commitment to consult with tenants about any major changes to
their home or surrounding area. More than two-thirds (68%), said the Housing Executive
consults with them very well/quite well (Appendix Table 9.7). Findings were highest in the
South Area (82%) and lowest in the South East (59%).
9.6
TELEPHONE CALLS
Of respondents who had telephoned a Housing Executive office and had been were transferred
to another member of staff; (Appendix Tables 9.8a-9.8c):
95 per cent said the member of staff they had spoken to had dealt with them in a courteous
manner.
95 per cent said their phone call had been answered promptly.
61 per cent said that the member of staff they had spoken to had given their name.
9.7
REPAIRS AND IMPROVEMENTS

Respondents were asked about standards of service delivery concerning repairs and
improvements to their home. Most reported that they were aware of the standards (Figure 14;
Appendix Table 9.10):
The Housing Executive will cut the grass in the open spaces regularly in the summer months
(78%).
The Housing Executive will keep the open spaces in the estates clean and tidy (80%).
The Housing Executive will decorate the outside of your home once every seven years
(59%).
27
Annual Report
Fewer respondents reported that the following had occurred in their case:
You may be entitled to compensation (on termination of your tenancy) for any approved
improvements that you have carried out to your home (12%).
Figure 1 4: Tenant awareness of standards of service concerning repairs and
improvements
Keep open space clean and tidy
80%
Cut the grass
78%
59%
Decorate outside every 7 years

12%
Compensation for approved improvements

0%
20%
40%
60%
80%
100%
10.0 RELIGION AND SERVICE DELIVERY

10.1
RELIGION AND HOUSING EXECUTIVE SERVICES

In line with the Northern Ireland Act (1998), the Housing Executive launched its Equality
Scheme, which was approved by the Equality Commission in July 2001. The Scheme sets out
how the Housing Executive will fulfil its duty to promote equality of opportunity regardless of
different religious beliefs, political opinions, ethnicity, age, marital status, sexual orientation,
gender, disability and whether or not there are dependants.
The CTOS provides an important source of information on equality in relation to Housing
Executive services. However, the analysis in this report is restricted to the two main religious
groups (ie Protestant and Catholic), because the other responses were selected by too few
respondents to produce valid results.6
Respondents were asked to describe the religion of their household rather than their own
religion. Paragraphs 10.2 to 10.4 refer to religion on this basis, although for ease of reporting
respondents, rather than their households, are described as Protestant or Catholic.
10.2
ATTITUDES TO THE MAINTENANCE

SERVICE BY HOUSEHOLD RELIGION
Similar proportions of Catholics and
Protestants (65% and 64%
respectively) said they or their
partner (if applicable) had reported a
repair request in the year before the
survey (Figure 15; Appendix Table
5.1).
Figure 15: Attitudes to the repair service over

the previous 12 months (by household religion)
80%
70%
76%
73%
64%
71%
64%
65%
60%
50%
40%
A higher proportion of Catholics

NI
Protestant
Catholic
(76%) compared to Protestants (71%)
Reported repair
Sat isfied w ith s ervice
with experience of the repair service
were satisfied with the Housing
Executives repair service generally (Figure 16; Appendix Table 5.10).
Responses include Mixed Protestant/Catholic and Other (No Religion, Refusal or Dont Know) approximately
6% of all respondents.
28
10.3
Annual Report
CONTACT BY HOUSEHOLD RELIGION

Comparison of the two religions showed little variation in respondents visiting a Housing
Executive office or staff visiting respondents in their own home (Table 12; Appendix Tables
4.16, 4.20).
Table 12: Method of contact (by household religion)
Method of Contact
Visit to District Office
Visited by Housing Executive staff
%
Protestant
26
26
NI
26
25
Catholic
25
24
Table 13 shows satisfaction levels of Protestants and Catholics who had contact with the
Housing Executive in the year before interview (for each method of contact). Levels of
satisfaction among Catholics and Protestants were similar (Appendix Tables 4.4, 4.7, 4.9).
Table 13: Satisfaction with contact (by household religion)
Method of Contact and Religion
Telephone:
Protestant
Catholic
Visits to office: Protestant
Catholic
Visited by staff: Protestant
Catholic
10.4
%
Neither
6
5
7
5
11
8
Satisfied
86
89
79
84
79
80
Dissatisfied
8
6
14
11
11
12
ALLOCATION
Equal proportions (6% each) of Protestants and Catholics had been allocated their property in
the year before interview (Appendix Table 3.2). Of these households, satisfaction with the
Housing Executive in finding accommodation was a higher among Catholic (79%) respondents
compared to 69% of Protestant respondents (Appendix Table 3.3).
Analysis of all Catholic
and Protestant
respondents shows that
similar proportions of
Catholics and
Protestants (86% and
84% respectively) were
satisfied with their
property (Appendix
Table 3.4).
Figure 16: Overall, do you think your home is....?

82%
83%
80%
80%
60%
40%
20%
15%
3%
16%
13%
3%
3%
0%
NI
Too Big
Protestant
Too small
Catholic
Just the right size
Similar proportions of Protestant (83%) and Catholic respondents (80%) thought their home was
just the right size (Figure 16; Appendix Table 3.5).
29
Annual Report
11.00 CLIENT RESPONSE

11.1
The continuous tenant omnibus survey provides us with valuable insight into how our tenants
perceive our services. This is particularly important now that we have restructured our services
as it allows to assess the impact of the changes. At the time of this survey the new telephony
arrangements were only in place in two areas. We are hopeful that by the next survey
satisfaction with telephony services will improve across all areas.
The survey highlights a gradual increase in tenant access to the internet and willingness to access
services electronically and we will make efforts to make more services accessible through this
channel in the future.
Reports of anti-social behaviour continue to present a significant challenge. It is encouraging to
note an increase in tenant satisfaction with the action taken by our staff but it should be noted
that anti-social behaviour is often a complex issue requiring input form a range of agencies.
The Housing Executive is conscious of the value tenants place on our repairs service and will
continue to work with our partner contractors to ensure that a high quality service is delivered.
The detailed feedback on all aspects of the repair service outlined in this report will be used to
highlight areas for improvement.
The report allows us to monitor trends in customer satisfaction across all our offices, it is used
by managers to benchmark their customer service and is an important tool alongside exit polls,
mystery shopping and tenant focus groups to improve service delivery.
30
Annual Report
APPENDIX 1
TABLES
Continuous Tenant Omnibus Survey Annual Report 2008

Table 1.1
Sample (in numbers)

Bungalow
Cottage
Flat
House
Maisonette
Split level
TOTALS
Table 1.2
Sample (in numbers)

1 Bedroom
2 Bedrooms
3 Bedrooms
4+ Bedrooms
TOTALS
Table 2.1
Estimated Total
(Household members)
Male
Female
TOTALS
Table 2.2
Estimated Total
(Household members)
0 - 4 years
5 - 9 years
10 - 14 years
15 - 19 years
20 - 24 years
25 - 29 years
30 - 34 years
35 - 39 years
40 - 44 years
45 - 49 years
50 - 54 years
55 - 59 years
60 - 64 years
65+ years
Refused
TOTAL
Dwelling Type
Area
Belfast S East South N East
700
500
600
900
2,280 4,748 4,812
3,863
10.4% 25.7% 32.7%
21.7%
0
216
81
276
0.0%
1.2%
0.5%
1.6%
3,949 3,473 1,222
3,349
18.1% 18.8%
8.3%
18.8%
15,413 9,494 8,246
10,155
70.6% 51.4% 56.0%
57.1%
124
325
103
133
0.6%
1.8%
0.7%
0.7%
60
202
269
0
0.3%
1.1%
1.8%
0.0%
21,826 18,458 14,733
17,776
100% 100% 100%
100%
West
TOTAL
800
3500
3,885 19,588
26.4%
22.4%
141
714
1.0%
0.8%
864 12,857
5.9%
14.7%
9,614 52,922
65.3%
60.5%
151
836
1.0%
1.0%
72
603
0.5%
0.7%
14,727 87,520
100%
100%
Dwelling type by number of bedrooms

Area
Bun'low
871
5,392
27.5%
11,967
61.1%
2,140
10.9%
91
0.5%
19,590
100%
Cottage
34
Flat
467
0 3,574
0.0% 27.8%
389 8,946
54.5% 69.6%
295
339
41.3%
2.6%
30
0
4.2%
0.0%
714 12,859
100% 100%
House
2074
37
0.1%
9,870
18.7%
38,017
71.8%
4,998
9.4%
52,922
100%
Gender of all household members

Area
1072
1240
1453
1865
21,548 16,546 13,442
16,806
45.7% 44.4% 44.0%
45.3%
25,644 20,754 17,097
20,279
54.3% 55.6% 56.0%
54.7%
47,192 37,300 30,539
37,085
100% 100% 100%
100%
Maisonette
e 30
Split <25
0
0.0%
358
42.8%
379
45.3%
99
11.8%
836
100%
0
0.0%
62
10.3%
362
59.9%
180
29.8%
604
100%
West
TOTAL
1781
7411
14,832 83,174
45.4%
45.0%
17,862 101,636
54.6%
55.0%
32,694 184,810
100%
100%
Age groups of all household members

Area
West
TOTAL
1453
1072
1240
1865
1781
7411
3,178 3,024 2,106
2,626
1,998 12,932
6.7%
8.1%
6.9%
7.1%
6.1%
7.0%
3,744 2,664 2,036
3,068
2,174 13,686
7.9%
7.1%
6.7%
8.3%
6.6%
7.4%
4,113 2,754 2,520
3,014
2,627 15,028
8.7%
7.4%
8.3%
8.1%
8.0%
8.1%
4,107 2,285 2,657
2,560
3,271 14,880
8.7%
6.1%
8.7%
6.9%
10.0%
8.1%
2,708 2,130 1,648
2,151
2,175 10,812
5.7%
5.7%
5.4%
5.8%
6.7%
5.9%
2,122 1,902 1,451
2,209
1,382
9,066
4.5%
5.1%
4.8%
6.0%
4.2%
4.9%
2,196 2,044 1,312
1,587
1,674
8,813
4.7%
5.5%
4.3%
4.3%
5.1%
4.8%
2,186 1,603 1,563
1,733
1,798
8,883
4.6%
4.3%
5.1%
4.7%
5.5%
4.8%
2,871 2,122 1,947
2,160
2,148 11,248
6.1%
5.7%
6.4%
5.8%
6.6%
6.1%
3,132 2,109 1,418
2,038
1,919 10,616
6.6%
5.7%
4.6%
5.5%
5.9%
5.7%
2,308 1,887 1,661
2,249
2,023 10,128
4.9%
5.1%
5.4%
6.1%
6.2%
5.5%
3,095 2,231 1,988
2,203
2,431 11,948
6.6%
6.0%
6.5%
5.9%
7.4%
6.5%
2,971 2,694 1,934
2,013
2,022 11,634
6.3%
7.2%
6.3%
5.4%
6.2%
6.3%
8422
7690
6165
7339
4982
34598
17.8% 20.6% 20.2%
19.8%
15.2%
18.7%
39
162
134
135
71
541
0.1%
0.4%
0.4%
0.4%
0.2%
0.3%
47,192 37,301 30,540
37,085
32,695 184,813
100% 100% 100%
100%
100%
100%
32
TOTAL
3500
9,003
10.3%
31,592
36.1%
41,532
47.5%
5,398
6.2%
87,525
100%

Mobility indoors/outdoors
Area
West
Estimated Total
TOTAL
1072
1240
1453
1865
1781
(Household members)
7411
No aids
40,278 30,947 26,820
32,076
29,695 159,816
85.3% 83.0% 87.8%
86.5%
90.8%
86.5%
Stick
4,252 4,546 2,784
3,622
2,161 17,365
9.0% 12.2%
9.1%
9.8%
6.6%
9.4%
Crutches
333
299
214
267
216
1,329
0.7%
0.8%
0.7%
0.7%
0.7%
0.7%
Zimmer Frame
1,178 1,041
371
588
285
3,463
2.5%
2.8%
1.2%
1.6%
0.9%
1.9%
Self-propelled wheel chair
107
87
132
138
56
520
0.2%
0.2%
0.4%
0.4%
0.2%
0.3%
Wheel chair pushed by
619
304
47
201
222
1,393
another person
1.3%
0.8%
0.2%
0.5%
0.7%
0.8%
Battery powered scooter
224
49
67
116
18
474
0.5%
0.1%
0.2%
0.3%
0.1%
0.3%
Adapted vehicle
73
0
0
0
0
73
0.2%
0.0%
0.0%
0.0%
0.0%
0.0%
Confined to bed
129
25
105
76
42
377
0.3%
0.1%
0.3%
0.2%
0.1%
0.2%
47,193 37,298 30,540
37,084
32,695 184,810
TOTAL
100% 100% 100%
100%
100%
100%
Table 2.3
Table 2.4
Sample (in numbers)

No disabled/ill health
members
Households with 1
member
Households with 2
members
Households with 3 or
more members
TOTAL
Table 2.5
Estimated Total
(Household members)
Yes, has a health
problem/illness which
limits activities
Yes, has a disability
which limits activities
Yes, has BOTH a health
problem/illness and a
disability
Has no such health
problems
TOTAL
HOUSEHOLDS with members who have a disability or long term illness

Area
West
TOTAL
500
600
700
900
800
3500
8,900 8,208 6,773
7,545
5,336 36,762
40.8% 44.5% 46.0%
42.4%
36.2%
42.0%
6,167 5,249 3,537
5,026
4,701 24,680
28.3% 28.4% 24.0%
28.3%
31.9%
28.2%
3,267 2,733 2,109
2,806
2,216 13,131
15.0% 14.8% 14.3%
15.8%
15.0%
15.0%
3,492 2,268 2,315
2,399
2,474 12,948
16.0% 12.3% 15.7%
13.5%
16.8%
14.8%
21,826 18,458 14,734
17,776
14,727 87,521
100% 100% 100%
100%
100%
100%
Household MEMBERS with a disability or long term illness
Area
West
TOTAL
1072
1240
1453
1865
1781
7411
10,936 8,481 6,653
10,603
8,628 45,301
23.2%
22.7%
21.8%
28.6%
26.4%
24.5%
3,332
1,754
2,562
2,002
2,890
12,540
7.1%
4.7%
8.4%
5.4%
8.8%
6.8%
6,520
4,820
1,793
1,574
1,523
16,230
13.8%
12.9%
5.9%
4.2%
4.7%
8.8%
26,405 22,245 19,531

56.0% 59.6% 64.0%
47,193 37,300 30,539
100% 100% 100%
22,906
61.8%
37,085
100%
19,654 110,741
60.1%
59.9%
32,695 184,812
100%
100%
33
Table 2.6
Estimated Total
(Household members)
White
Chinese
Irish Traveller
Pakistani
Black African
Mixed Ethnic
Black Other
Any other ethnic group
(Please specify)
TOTAL
Table 2.7
Sample (in numbers)

Protestant
Catholic
Mixed religion
Protestant/Catholic
Other = Other, No
Religion and Refused
TOTAL

Ethnic groups for all household members
Area
West
TOTAL
1072
1240
1453
1865
1781
7411
46,894 37,300 30,324
36,883
32,352 183,753
99.4% 100% 99.3%
99.5%
99.0%
99.4%
118
0
26
19
47
210
0.3%
0.0%
0.1%
0.1%
0.1%
0.1%
0
0
0
0
159
159
0.0%
0.0%
0.0%
0.0%
0.5%
0.1%
0
0
0
21
0
21
0.0%
0.0%
0.0%
0.1%
0.0%
0.0%
0
0
0
68
0
68
0.0%
0.0%
0.0%
0.2%
0.0%
0.0%
0
0
106
56
88
250
0.0%
0.0%
0.3%
0.2%
0.3%
0.1%
0
0
18
19
0
37
0.0%
0.0%
0.1%
0.1%
0.0%
0.0%
180
0
65
19
47
311
0.4%
0.0%
0.2%
0.1%
0.1%
0.2%
47,192 37,300 30,539
37,085
32,693 184,809
100% 100% 100%
100%
100%
100%
Religion of household as described by the respondent
Area
West
TOTAL
500
600
700
900
800
3500
12,692 12,968 5,137
13,102
3,954 47,853
58.1% 70.3% 34.9%
73.7%
26.8%
54.7%
8,412 4,620 8,218
2,645
10,199 34,094
38.5% 25.0% 55.8%
14.9%
69.3%
39.0%
94
400
313
345
211
1,363
0.4%
2.2%
2.1%
1.9%
1.4%
1.6%
629
470 1,065
1,684
363
4,211
2.8%
2.6%
7.2%
9.5%
2.4%
4.9%
21,827 18,458 14,733
17,776
14,727 87,521
100% 100% 100%
100%
100%
100%
Table 2.8
Employment status of Household Reference Person

Area
West
TOTAL
500
600
700
900
800
Sample (in numbers)
3500
Self employed
240
247
105
55
85
732
1.1%
1.3%
0.7%
0.3%
0.6%
0.8%
Employed Full Time
1,437 1,720 1,445
1,801
773
7,176
6.6%
9.3%
9.8%
10.1%
5.2%
8.2%
Employed Part Time
1,181 1,308
754
1,169
869
5,281
5.4%
7.1%
5.1%
6.6%
5.9%
6.0%
Not working - short term
552
346
175
315
112
1,500
(< 1 yr)
2.5%
1.9%
1.2%
1.8%
0.8%
1.7%
Not working -long term (>
4,411 2,251 1,950
2,910
1,537 13,059
1yr)
20.2% 12.2% 13.2%
16.4%
10.4%
14.9%
Retired from work
6,506 6,984 4,824
5,399
3,984 27,697
29.8% 37.8% 32.7%
30.4%
27.1%
31.6%
Student (Further /Higher
85
44
20
62
62
273
Education)
0.4%
0.2%
0.1%
0.3%
0.4%
0.3%
Perm Sick/Disabled
5,203 2,778 2,386
2,772
2,830 15,969
23.8% 15.1% 16.2%
15.6%
19.2%
18.2%
Looking after family/home
2,151 2,729 3,030
3,276
4,423 15,609
9.9% 14.8% 20.6%
18.4%
30.0%
17.8%
Other (including
60
0
45
19
51
175
schoolchild)
0.0%
0.3%
0.1%
0.3%
0.2%
0.3%
Refused
0
51
0
0
0
51
0.0%
0.3%
0.0%
0.0%
0.0%
0.1%
21,826 18,458 14,734
17,778
14,726 87,522
TOTAL
100% 100% 100%
100%
100%
100%
34

Gross household income
Area
West
TOTAL
500
600
700
900
800
Sample (in numbers)
3500
Under 3,120 per annum
416
586
72
553
430
2,057
1.9%
3.2%
0.5%
3.1%
2.9%
2.4%
3,121 - 4,160 per
1,446
741
326
664
966
4,143
annum
6.6%
4.0%
2.2%
3.7%
6.6%
4.7%
4,161 - 5,200 per
2,051 1,569
690
1,689
1,036
7,035
annum
9.4%
8.5%
4.7%
9.5%
7.0%
8.0%
5,201 - 6,240 per
3,077 2,175 1,092
1,758
1,171
9,273
annum
14.1% 11.8%
7.4%
9.9%
8.0%
10.6%
6,241 - 7,280 per
3,191 2,790 2,287
1,330
1,155 10,753
annum
14.6% 15.1% 15.5%
7.5%
7.8%
12.3%
7,281 - 10,400 per
5,443 4,125 2,002
3,770
1,778 17,118
annum
24.9% 22.3% 13.6%
21.2%
12.1%
19.6%
10,401 - 15,600 per
3,103 3,087 1,451
2,762
1,336 11,739
annum
14.2% 16.7%
9.8%
15.5%
9.1%
13.4%
15,601 or more
1,068 1,113
865
1,252
451
4,749
4.9%
6.0%
5.9%
7.0%
3.1%
5.4%
Refused
658
392
837
1,469
212
3,568
3.0%
2.1%
5.7%
8.3%
1.4%
4.1%
6,192 17,087
Dont Know
1,373 1,880 5,111
2,531
6.3% 10.2% 34.7%
14.2%
42.0%
19.5%
21,826 18,458 14,733
17,778
14,727 87,522
TOTAL
100% 100% 100%
100%
100%
100%
Table 2.9
Table 2.10
Benefits - Household Reference Person

Area
TOTAL
SAMPLE (in numbers)
500
600
700
900
West 800 3500
Housing Benefit
18,217 12,973 10,883
13,442
12,015 67,530
83.5% 70.3% 73.9%
75.6%
81.6%
77.2%
Income Support/
9,962 7,097 6,907
7,444
6,791 38,192
Jobseekers Allowance
45.6% 38.5% 46.8%
41.8%
46.1%
43.7%
A Disability Benefit
9,532 6,295 4,998
5,530
5,368 31,723
43.7% 34.1% 33.9%
31.1%
36.4%
36.2%
7,764 7,171 5,335
6,280
3,382 29,932
35.6% 38.9% 36.2%
35.3%
23.0%
34.2%
Child Benefit
5,904 4,779 3,834
4,625
4,217 23,359
27.1% 25.9% 26.0%
26.0%
28.6%
26.7%
Pensions Credit
3,265
2,650 16,366
4,190 3,264 2,997
19.2% 17.7% 20.3%
18.4%
18.0%
18.7%
Incapacity Benefit
3,887 2,373 2,191
2,665
2,570 13,686
17.8% 12.9% 14.9%
15.0%
17.5%
15.6%
Child's Tax Credit
2,834 2,679 1,952
2,585
1,593 11,643
13.0% 14.5% 13.2%
14.5%
10.8%
13.3%
Working Tax Credit
1,088 1,621
722
1,167
835
5,433
5.0%
8.8%
4.9%
6.6%
5.7%
6.2%
Other
1,358 1,455
852
1,121
1,010
5,796
6.2%
7.9%
5.8%
6.3%
6.9%
6.6%
Table 2.11
SAMPLE (in numbers)

A Disability Benefit

Income Support/
Jobseekers Allowance
Child Benefit
Incapacity Benefit
Pensions Credit
Child's Tax Credit
Working Tax Credit
Other
Benefits - Partner
Area
TOTAL
111
163
181
258
West 232
945
1,707 1,522 1,152
1,372
1,276
7,029
35.5% 29.3% 30.9%
27.8%
30.5%
30.7%
1,550 1,938 1,076
1,587
646
6,797
32.2% 37.3% 28.8%
32.1%
15.4%
29.7%
841
566
889
760
1,017
4,073
17.5% 10.9% 23.8%
15.3%
24.3%
17.8%
650
546
705
767
555
3,223
13.5% 10.5% 18.9%
15.5%
13.3%
14.1%
718
654
395
453
673
2,893
14.9% 12.6% 10.6%
9.2%
16.1%
12.7%
453
358
269
400
632
2,112
9.4%
6.9%
7.2%
8.1%
15.1%
9.2%
326
277
216
544
288
1,651
6.8%
5.3%
5.8%
11.0%
6.9%
7.2%
186
136
100
396
195
1,013
3.9%
2.6%
2.7%
8.0%
4.7%
4.4%
264
397
301
409
307
1678
5.5%
7.6%
8.1%
8.3%
7.3%
7.3%
35
Table 2.12
Sample (in numbers)

Lone Adult
Two adults
Lone Parent
Small family
Large family
Large adult
Two older
Lone Older
TOTAL
Table 2.13a
Sample (in numbers)

Yes
No
TOTAL
Table 2.13b
Sample (in numbers)

Yes
No
TOTAL
Table 2.13c
Sample (in numbers)

Yes
No
TOTAL
Table 2.14
Sample (in numbers)

Yes
No
TOTAL

Household Type
Area
West
TOTAL
500
600
700
900
800
3500
3694
3201
2571
3137
2315
14918
16.9% 17.3% 17.4%
17.6%
15.7%
17.0%
1833
1115
907
1394
1643
6892
8.4%
6.0%
6.2%
7.8%
11.2%
7.9%
3546
2973
1903
2722
2167
13311
16.2% 16.1% 12.9%
15.3%
14.7%
15.2%
1585
1529
1381
1475
1071
7041
7.3%
8.3%
9.4%
8.3%
7.3%
8.0%
735
343
482
706
522
2788
3.4%
1.9%
3.3%
4.0%
3.5%
3.2%
2565
1763
1460
1568
2099
9455
11.8%
9.6%
9.9%
8.8%
14.3%
10.8%
2662
2526
1828
2367
1888
11271
12.2% 13.7% 12.4%
13.3%
12.8%
12.9%
5206
5007
4202
4409
3021
21845
23.9% 27.1% 28.5%
24.8%
20.5%
25.0%
21,826 18,457 14,734
17,778
14,726 87,521
100% 100% 100%
100%
100%
100%
Do you have a home computer?
Area
500
600
700
900
7,250 6,431 3,693
33.2% 34.8% 25.1%
14,576 12,027 11,041
66.8% 65.2% 74.9%
21,826 18,458 14,734
100% 100% 100%
5,866
33.0%
11,911
67.0%
17,777
100%
West
800
5,030
34.2%
9,697
65.8%
14,727
100%
TOTAL
3500
28,270
32.3%
59,252
67.7%
87,522
100%
Do you have access to the internet from your home computer?

Area
West
TOTAL
165
214
174
289
269
1111
6,370 4,943 2,785
4,610
3,901 22,609
87.9% 76.9% 75.4%
78.6%
77.6%
80.0%
880
1488
908
1256
1129
5661
12.1% 23.1% 24.6%
21.4%
22.4%
20.0%
5,866
5,030 28,270
7,250 6,431 3,693
100% 100% 100%
100%
100%
100%
Do you have access to the internet? (All households)
Area
West
TOTAL
500
600
700
900
800
3500
6,370 4,943 2,785
4,618
3,901 22,617
29.2% 26.8% 18.9%
26.0%
26.5%
25.8%
15,456 13,515 11,949
13,159
10,826 64,905
70.8% 73.2% 81.1%
74.0%
73.5%
74.2%
21,826 18,458 14,734
17,777
14,727 87,522
100% 100% 100%
100%
100%
100%
Aware the Housing Executive has a web site?
Area
West
TOTAL
500
600
700
900
800
3500
6,090 4,780 2,219
3,419
3,202 19,710
27.9% 25.9% 15.1%
19.2%
21.7%
22.5%
15,736 13,678 12,515
14,358
11,525 67,812
72.1% 74.1% 84.9%
80.8%
78.3%
77.5%
17,777
14,727 87,522
21,826 18,458 14,734
100% 100% 100%
100%
100%
100%
36
Table 2.15
Sample (in numbers)

Yes
No
TOTAL
Table 2.16
Sample (in numbers)

Yes
No
Don't Know
TOTAL

Have you accessed/visited the Housing Executive's web site on the internet?
Area
West
TOTAL
145
157
116
168
158
744
1,287
857
399
649
316
3,508
21.1% 17.9% 18.0%
19.0%
9.9%
17.8%
4,803 3,922 1,821
2,770
2,886 16,202
78.9% 82.1% 82.0%
81.0%
90.1%
82.2%
6,090 4,779 2,220
3,419
3,202 19,710
100% 100% 100%
100%
100%
100%
Regardless of whether or not you currently have access to the internet, if you
could, would you access Housing Executive services via our website?
Area
West
TOTAL
500
600
700
900
800
3500
5,785 3,488 1,279
1,836
1,725 14,113
26.5% 18.9%
8.7%
10.3%
11.7%
16.1%
15857 14689 13179
15650
12773
72148
72.7% 79.6% 89.4%
88.0%
86.7%
82.4%
184
281
276
290
228
1,259
0.8%
1.5%
1.9%
1.6%
1.5%
1.4%
21,826 18,458 14,734
17,776
14,726 87,520
100% 100% 100%
100%
100%
100%
If available, which website services would you use?

Area
West
TOTAL
131
121
65
87
85
Sample (in numbers)
489
Report a repair
3,641 1,949
833
1,067
1,622
9,112
83.9% 75.4% 66.6%
71.7%
72.2%
76.5%
Get information/advice
2,288 1,825
571
914
1,118
6,716
52.7% 70.5% 45.6%
61.4%
49.8%
56.4%
Report anti-social
1875
1267
379
674
775
4970
behaviour
43.2% 49.0% 30.3%
45.3%
34.5%
41.7%
Look up your rent account
1,643 1,087
621
676
825
4,852
37.8% 42.0% 49.6%
45.4%
36.7%
40.7%
Report a general estate
1,622 1,026
437
668
685
4,438
problem
37.4% 39.7% 34.9%
44.9%
30.5%
37.3%
Make a complaint about
1,784
813
388
639
532
4,156
poor service
41.1% 31.4% 31.0%
43.0%
23.7%
34.9%
Apply to buy your home
1,384
795
431
627
801
4,038
31.9% 30.7% 34.4%
42.1%
35.7%
33.9%
Report a HB change of
1243
927
426
584
790
3970
circumstances
28.6% 35.8% 34.1%
39.2%
35.2%
33.3%
Apply for Housing Benefit
1,209
998
391
598
736
3,932
27.9% 38.6% 31.3%
40.2%
32.8%
33.0%
Apply for
1172
689
378
573
793
3605
transfer/exchange
27.0% 26.6% 30.2%
38.5%
35.3%
30.3%
Pay your rent
1,119
495
453
528
648
3,243
25.8% 19.1% 36.2%
35.5%
28.9%
27.2%
Table 2.17
Table 2.18
Sample (in numbers)

Yes
No
TOTAL
Table 2.19
Sample (in numbers)

Yes
No
TOTAL
Do you have a mobile phone?

Area
500
600
700
900
15,387 13,488 9,305
70.5% 73.1% 63.2%
6,439 4,970 5,429
29.5% 26.9% 36.8%
21,826 18,458 14,734
100% 100% 100%
13,067
73.5%
4,710
26.5%
17,777
100%
West
800
10,231
69.5%
4,496
30.5%
14,727
100%
TOTAL
3500
61,478
70.2%
26,044
29.8%
87,522
100%
Do you use SMS (Short Message Service/Text) to send and receive messages?
Area
West
TOTAL
356
440
439
656
558
2449
6,514 39,106
8,274
9,888 8,565 5,865
63.6%
63.7%
63.3%
64.3% 63.5% 63.0%
3,716 22,370
4,793
5,498 4,923 3,440
36.4%
36.3%
36.7%
35.7% 36.5% 37.0%
15,386 13,488 9,305
13,067
10,230 61,476
100% 100% 100%
100%
100%
100%
37
Table 2.20
Sample (in numbers)

Yes
No
Don't know
TOTAL
Table 2.21
Sample (in numbers)

Repairs
General complaints
Housing Benefit
Information/Advice
Rent account
Neighbour problems
Transfer/Exchange
Planned schemes
Buying your home
Allocation on behalf of
someone else
Table 2.22
Sample (in numbers)

Repairs
Housing Benefit
Information/Advice
General complaints
Rent account
Planned schemes
Neighbour problems
Transfer/Exchange
Buying your home
Allocation on behalf of
someone else

Regardless of whether or not you currently use SMS, if you could, would you
contact a Housing Executive service via the use of SMS?
Area
West
TOTAL
356
440
439
656
558
2449
4,303 3,076 1,109
2,013
1,741 12,242
28.0% 22.8% 11.9%
15.4%
17.0%
19.9%
11084 10325
8119
10905
8329
48762
72.0% 76.5% 87.2%
83.5%
81.4%
79.3%
0
87
78
149
161
475
0.0%
0.6%
0.8%
1.1%
1.6%
0.8%
15,387 13,488 9,306
13,067
10,231 61,479
100% 100% 100%
100%
100%
100%
Would you contact the Housing Executive via SMS/Text on your
mobile phone for any of the following?
TOTAL
451
9,428
89.5%
5,488
52.1%
5456
51.8%
5,407
51.4%
4,918
46.7%
4,704
44.7%
4,629
44.0%
4508
42.8%
3,434
32.6%
3221
30.6%
On the other hand, would you allow contact from the Housing Executive via SMS/Text on your
mobile phone for any of the following?
Area
West
TOTAL
356
440
439
656
558
2449
4,925 3,279 1,345
2,751
2,419 14,719
35.6% 24.8% 15.9%
23.3%
24.5%
25.7%
2873
2200
793
1938
1061
8865
20.7% 16.6%
9.4%
16.4%
10.7%
15.5%
2,550 2,247
749
1,937
1,257
8,740
18.4% 17.0%
8.8%
16.4%
12.7%
15.3%
2,847 2,183
807
1,675
998
8,510
20.6% 16.5%
9.5%
14.2%
10.1%
14.9%
2,533 2,250
773
1,685
1,112
8,353
18.3% 17.0%
9.1%
14.2%
11.2%
14.6%
2209
2146
810
1656
1019
7840
15.9% 16.2%
9.6%
14.0%
10.3%
13.7%
2,503 2,060
683
1,424
951
7,621
18.1% 15.6%
8.1%
12.0%
9.6%
13.3%
2,148 1,969
686
1,554
852
7,209
15.5% 14.9%
8.1%
13.1%
8.6%
12.6%
1,597 1,671
387
1,092
847
5,594
11.5% 12.6%
4.6%
9.2%
8.6%
9.8%
1219
1598
614
1278
830
5539
8.8% 12.1%
7.2%
10.8%
8.4%
9.7%
38
Table 2.23
Sample (in numbers)

Yes
No
Refused
TOTAL

Do you have a bank/ building society current account?
Area
West
TOTAL
500
600
700
900
800
3500
9,816 10,964 8,127
11,836
7,616 48,359
45.0% 59.4% 55.2%
66.6%
51.7%
55.3%
12010
7443
6389
3772
6934
36548
55.0% 40.3% 43.4%
21.2%
47.1%
41.8%
0
51
218
2,169
177
2,615
0.0%
0.3%
1.5%
12.2%
1.2%
3.0%
21,826 18,458 14,734
17,777
14,727 87,522
100% 100% 100%
100%
100%
100%
Table 2.24
First we need to know how you currently pay your rent. Is it ...?
Area
West
TOTAL
500
600
700
900
800
Sample (in numbers)
3500
16,855 11,729 10,963
Receive FULL HB (don't
12,217
11,907 63,671
pay rent)
77.2% 63.5% 74.4%
68.7%
80.9%
72.7%
By Standing Order
601 1,547
663
1,154
632
4,597
2.8%
8.4%
4.5%
6.5%
4.3%
5.3%
At Pay Point/Zone
1,814 1,802 1,126
1,310
606
6,658
8.3%
9.8%
7.6%
7.4%
4.1%
7.6%
At Post Office
2,023 2,433 1,765
2,713
1,319 10,253
9.3% 13.2% 12.0%
15.3%
9.0%
11.7%
At Housing Executive
344
178
120
302
240
1,184
Office
1.6%
1.0%
0.8%
1.7%
1.6%
1.4%
Other
190
770
97
81
22
1,160
0.9%
4.2%
0.7%
0.5%
0.1%
1.3%
21,827 18,459 14,734
17,777
14,726 87,523
TOTAL
100% 100% 100%
100%
100%
100%
Table 2.25
Sample (in numbers)

Yes
No
TOTAL
Table 2.26
Sample (in numbers)

Debit/Switch Card
Credit Card
Both
Neither
TOTAL
Table 2.27
Sample (in numbers)
Yes
No
Don't know
TOTAL
Is this the preferred method of how you pay your rent?

Area
West
TOTAL
122
204
187
276
160
949
4,657 6,562 3,602
5,394
2,794 23,009
93.7% 97.5% 95.5%
97.0%
99.1%
96.5%
315
167
168
166
26
842
6.3%
2.5%
4.5%
3.0%
0.9%
3.5%
4,972 6,729 3,770
5,560
2,820 23,851
100% 100% 100%
100%
100%
100%
Do you currently have a debit payment card (switch) and/or credit card?
Area
West
TOTAL
122
204
187
276
160
949
1,376 2,851 1,705
1,797
801
8,530
27.7% 42.4% 45.2%
32.3%
28.4%
35.8%
225
227
36
85
132
705
4.5%
3.4%
1.0%
1.5%
4.7%
3.0%
313 1,117
143
495
64
2,132
6.3% 16.6%
3.8%
8.9%
2.3%
8.9%
3,057 2,535 1,886
3,182
1,823 12,483
61.5% 37.7% 50.0%
57.2%
64.6%
52.3%
4,971 6,730 3,770
5,559
2,820 23,850
100% 100% 100%
100%
100%
100%
Would you consider paying rent using a debit card?
Debit
Credit
949
949
2,652
402
11.1%
1.7%
20,733 23,199
86.9% 97.3%
465
251
1.9%
1.1%
23,850 23,851
100% 100%
39

How long have you been a Housing Executive tenant?
Area
Religion
West
Mixed
TOTAL Protestant Catholic
1860
1399
55
500
600
700
900
800
Sample (in numbers)
3500
Less than 6 months
415
100
195
292
178
1,180
539
468
24
1.9%
0.5%
1.3%
1.6%
1.2%
1.3%
1.1%
1.4%
1.8%
157
392
371
376
170
1,466
814
452
71
6 months to 1 year
0.7%
2.1%
2.5%
2.1%
1.2%
1.7%
1.7%
1.3%
5.2%
2,293 2,271 1,900
1,633
1,384
9,481
4,919
3,498
287
More than 1 less than 5
10.5% 12.3% 12.9%
9.2%
9.4%
10.8%
10.3%
10.3% 21.1%
years
2,749 1,967 1,333
2,243
1,607
9,899
5,515
3,605
225
12.6% 10.7%
9.0%
12.6%
10.9%
11.3%
11.5%
10.6% 16.5%
years
2,133 1,944 1,438
1,399
1,340
8,254
4,911
2,803
172
9.8% 10.5%
9.8%
7.9%
9.1%
9.4%
10.3%
8.2% 12.6%
years
14,079 11,766 9,463
11,815
9,977 57,100
31,089
23,202
584
More than 15 years
64.5% 63.7% 64.2%
66.5%
67.7%
65.2%
65.0%
68.1% 42.8%
D/K
0
19
35
19
71
144
66
67
0
0.0%
0.1%
0.2%
0.1%
0.5%
0.2%
0.1%
0.2%
0.0%
21,826 18,459 14,735
17,777
14,727 87,524
47,853
34,095 1,363
TOTAL
100% 100% 100%
100%
100%
100%
100%
100% 100%
Table 3.1
Table 3.2
Sample (in numbers)

Less than 6 months
6 months - 1 year
years
5 years or more
Dont know
TOTAL
Table 3.3
Sample (in numbers)

Very satisfied
Satisfied
Neutral
Dissatisfied
Very dissatisfied
TOTAL
Table 3.4
Sample (in numbers)

Very satisfied
Satisfied
Neutral
Dissatisfied
Very dissatisfied
TOTAL
How long since you were allocated this property?

Area
West
TOTAL Protestant
1860
500
600
700
900
800
3500
718
452
231
432
309
2,142
1,225
3.3%
2.4%
1.6%
2.4%
2.1%
2.4%
2.5%
761
785
646
775
334
3,301
1,898
3.5%
4.3%
4.4%
4.4%
2.3%
3.8%
3.9%
4,301 4,290 2,811
3,965
2,627 17,994
10,614
19.7% 23.2% 19.1%
22.3%
17.8%
20.6%
21.9%
16,046 12,831 11,029
12,605
11,374 63,885
34,794
73.5% 69.5% 74.9%
70.9%
77.2%
73.0%
71.7%
0
99
17
0
84
200
27
0.0%
0.5%
0.1%
0.0%
0.6%
0.2%
0.1%
21,826 18,457 14,734
17,777
14,728 87,522
48,558
100% 100% 100%
100%
100%
100%
100%
Religion
Mixed
55
Catholic
1399
816
2.3%
1,195
3.4%
5,960
17.0%
27,070
77.3%
0
0.0%
35,041
100%
92
6.1%
110
7.3%
333
22.2%
968
64.4%
0
0.0%
1,503
100%
Other
186
149
3.5%
128
3.0%
778
18.5%
553
13.1%
368
8.7%
2,226
52.8%
10
0.2%
4,212
100%
Other
186
219
6.1%
125
3.5%
850
23.7%
2,371
66.0%
26
0.7%
3,591
100%
TOTAL
3500
1,180
1.3%
1,465
1.7%
9,482
10.8%
9,898
11.3%
8,254
9.4%
57,101
65.2%
143
0.2%
87,523
100%
TOTAL
3500
2,352
2.7%
3,328
3.8%
17,757
20.0%
65,203
73.5%
53
0.1%
88,693
100%
Overall, how satisfied/dissatisfied were you with the HE in finding you accommodation for you?
Area
Religion
Mixed
Other
West
TOTAL
33
42
40
61
37
<25
<25
111
76
213
213
303
485
309
642
232
1,971
1,070
677
49
175
1,971
20.5% 39.2% 35.3%
53.2%
36.1%
36.2%
36.9%
36.6% 29.2%
33.5% 36.2%
585
285
409
369
332
1,980
932
784
63
201
1,980
39.6% 23.0% 46.7%
30.6%
51.6%
36.4%
32.1%
42.4% 37.5%
38.5% 36.4%
214
87
69
125
21
516
226
220
56
14
516
14.5%
7.0%
7.9%
10.4%
3.3%
9.5%
7.8%
11.9% 33.3%
2.7%
9.5%
196
193
58
49
58
554
369
113
0
72
554
13.3% 15.6%
6.6%
4.1%
9.0%
10.2%
12.7%
6.1%
0.0%
13.8% 10.2%
181
187
31
21
0
420
304
54
0
60
418
12.2% 15.1%
3.5%
1.7%
0.0%
7.7%
10.5%
2.9%
0.0%
11.5%
7.7%
1,479 1,237
876
1,206
643
5,441
2,901
1,848
168
522
5,439
100% 100% 100%
100%
100%
100%
100%
100% 100%
100%
100%
Overall, how satisfied/dissatisfied are you with this property?
Area
West
TOTAL Protestant
1860
500
600
700
900
800
3500
5,925 5,954 6,149
7,595
5,730 31,353
17,456
27.1% 32.3% 41.7%
42.7%
38.9%
35.8%
36.5%
11,478 8,898 7,244
7,807
7,383 42,810
22,849
52.6% 48.2% 49.2%
43.9%
50.1%
48.9%
47.7%
1,116 1,205
516
1,078
499
4,414
2,618
5.1%
6.5%
3.5%
6.1%
3.4%
5.0%
5.5%
2,183 1,698
660
715
840
6,096
3,180
10.0%
9.2%
4.5%
4.0%
5.7%
7.0%
6.6%
1124
704
164
581
275
2848
1,750
5.1%
3.8%
1.1%
3.3%
1.9%
3.3%
3.7%
21,826 18,459 14,733
17,776
14,727 87,521
47,853
100% 100% 100%
100%
100%
100%
100%
40
Religion
Mixed
55
Catholic
1399
11,819
34.7%
17,487
51.3%
1,438
4.2%
2,401
7.0%
949
2.8%
34,094
100%
444
32.6%
498
36.5%
140
10.3%
238
17.5%
43
3.2%
1,363
100%
Other
186
1,634
38.8%
1,977
46.9%
218
5.2%
277
6.6%
107
2.5%
4,213
100%
TOTAL
3500
31,353
35.8%
42,811
48.9%
4,414
5.0%
6,096
7.0%
2,849
3.3%
87,523
100%
Table 3.5
Sample (in numbers)

Too big
Too small
Just about the right size
Don't know
TOTAL
Table 3.6
Sample (in numbers)

Yes
No
TOTAL

Overall, do you think your home is?
Area
Religion
Mixed
West
1860
1399
500
600
700
900
800
55
3500
1,035
408
414
508
439
2,804
1,552
1,094
56
4.7%
2.2%
2.8%
2.9%
3.0%
3.2%
3.2%
3.2%
4.1%
4312
2806
1602
1756
2290
12766
6,381
5,592
363
19.8% 15.2% 10.9%
9.9%
15.5%
14.6%
13.3%
16.4% 26.6%
16419 15244 12680
15513
11998
71854
39,842
27,388
944
75.2% 82.6% 86.1%
87.3%
81.5%
82.1%
83.3%
80.3% 69.3%
60
0
38
0
0
98
78
20
0
0.3%
0.0%
0.3%
0.0%
0.0%
0.1%
0.2%
0.1%
0.0%
21,826 18,458 14,734
17,777
14,727 87,522
47,853
34,094 1,363
100% 100% 100%
100%
100%
100%
100%
100% 100%
Do you know if there has been any adaptation work carried out to this property?
Area
Religion
Mixed
West
1860
1399
55
500
600
700
900
800
3500
6,836 6,256 3,686
5,304
3,572 25,654
14,932
9,536
530
31.3% 33.9% 25.0%
29.8%
24.3%
29.3%
31.2%
28.0% 38.9%
14990 12202 11048
12473
11155
61868
32,921
24,558
833
68.7% 66.1% 75.0%
70.2%
75.7%
70.7%
68.8%
72.0% 61.1%
21,826 18,458 14,734
17,777
14,727 87,522
47,853
34,094 1,363
100% 100% 100%
100%
100%
100%
100%
100% 100%
Other
186
102
2.4%
431
10.2%
3,679
87.3%
0
0.0%
4,212
100%
Other
186
657
15.6%
3,556
84.4%
4,213
100%
TOTAL
3500
2,804
3.2%
12,767
14.6%
71,853
82.1%
98
0.1%
87,522
100%
TOTAL
3500
25,655
29.3%
61,868
70.7%
87,523
100%
Table 3.7
Do you know what type of adaptation work was completed?

Area
West
TOTAL Protestant
579
157
197
182
275
194
1005
Sample (in numbers)
Shower
5,383 4,663 2,851
3,853
2,292 19,042
10,941
78.7% 74.5% 77.3%
72.7%
64.2%
74.2%
73.3%
Handrails
4,995 3,902 1,894
2,983
1,498 15,272
9,336
73.1% 62.4% 51.4%
56.2%
41.9%
59.5%
62.5%
Ramps
284
474
373
606
257
1,994
1,117
4.2%
7.6% 10.1%
11.4%
7.2%
7.8%
7.5%
Heating change
609
700
314
218
106
1,947
1,032
8.9% 11.2%
8.5%
4.1%
3.0%
7.6%
6.9%
Ground floor WC
292
528
478
367
228
1,893
1,202
4.3%
8.4% 13.0%
6.9%
6.4%
7.4%
8.0%
Lift
682
215
136
389
208
1,630
864
10.0%
3.4%
3.7%
7.3%
5.8%
6.4%
5.8%
Extension (required for a
328
113
451
151
405
1,448
540
disabled household
4.8%
1.8% 12.2%
2.8%
11.3%
5.6%
3.6%
Other (specify)
331
488
67
255
189
1,330
833
4.8%
7.8%
1.8%
4.8%
5.3%
5.2%
5.6%
Religion
Mixed
30
Catholic
378
7,141
74.9%
5,392
56.5%
663
7.0%
837
8.8%
614
6.4%
767
8.0%
878
9.2%
329
3.5%
442
83.6%
224
42.3%
100
18.9%
0
0.0%
61
11.5%
0
0.0%
31
5.8%
62
11.7%
Other
<25
519
79.0%
319
48.6%
113
17.2%
78
11.9%
17
2.6%
0
0.0%
0
0.0%
106
16.2%
TOTAL
1005
19,043
74.2%
15,271
59.5%
1,993
7.8%
1,947
7.6%
1,894
7.4%
1,631
6.4%
1,449
5.6%
1,330
5.2%
Table 3.8
Do you intend to remain as an HE tenant for the next 5 years? What are
your future intentions?
Religion
Area
Mixed
West
1860
1399
500
600
700
900
800
55
Sample (in numbers)
3500
20,622 16,796 13,663
17,213
14,049 82,343
Remain as Housing
45,163
32,068 1,214
Executive tenant
94.5% 91.0% 92.7%
96.8%
95.4%
94.1%
94.4%
94.1% 89.1%
879
1094
535
292
325
3125
Become an owner of this
1774
1152
42
home
4.0%
5.9%
3.6%
1.6%
2.2%
3.6%
3.7%
3.4%
3.1%
196
148
0
0
24
368
Become an owner of
232
98
38
another Housing
0.9%
0.8%
0.0%
0.0%
0.2%
0.4%
0.5%
0.3%
2.8%
0
51
46
42
37
176
Move to owner occupied
72
78
25
sector
0.0%
0.3%
0.3%
0.2%
0.3%
0.2%
0.2%
0.2%
1.8%
0
80
66
21
66
233
Move to private renting
36
140
43
0.0%
0.4%
0.4%
0.1%
0.4%
0.3%
0.1%
0.4%
3.2%
0
19
0
31
0
50
Move to renting from a
0
19
0
Housing Association
0.0%
0.1%
0.0%
0.2%
0.0%
0.1%
0.0%
0.1%
0.0%
34
0
0
0
15
49
Other (specify)
0
0
48
0.2%
0.0%
0.0%
0.0%
0.1%
0.1%
0.0%
0.0%
0.1%
94
271
424
178
212
1179
Don't know
527
540
0
0.4%
1.5%
2.9%
1.0%
1.4%
1.3%
1.1%
1.6%
0.0%
47,852
34,095 1,362
21,825 18,459 14,734
17,777
14,728 87,523
TOTAL
100%
100% 100%
100%
100% 100% 100%
100%
100%
41
Other
186
3,897
92.5%
157
3.7%
0
0.0%
0
0.0%
15
0.4%
31
0.7%
0
0.0%
112
2.7%
4,212
100%
TOTAL
3500
82,343
94.1%
3125
3.6%
368
0.4%
175
0.2%
233
0.3%
50
0.1%
48
0.1%
1180
1.3%
87,522
100%
Table 3.9
Sample (in numbers)
Within the next 12
months
Within the next 1 to 3
years
After 3 years or more
Dont know
TOTAL

When do you think you would buy?
TOTAL
137
445
12.1%
1,490
40.6%
1,073
29.3%
660
18.0%
3,668
100%
BELFAST AND S EAST AREAS ONLY

Are you aware of the changes to the Housing Executives contact
Table 4.1
telephone numbers?
Sample (in numbers)

Yes
No
TOTAL
Table 4.2
Sample (in numbers)

Yes
No
TOTAL
Table 4.3
Sample (in numbers)

08448 920 900
08448 920 901
08448 920 902
Other
Don't know
TOTAL
Area
Religion
Mixed
Belfast S East TOTAL Protestant Catholic
516
273
<25
375
450
825
16,893 14,146 31,039
19,574
10,166
364
77.4% 76.6% 77.1%
77.2%
77.0%
66.9%
4,933 4,312 9,245
5,793
3,031
180
22.6% 23.4% 22.9%
22.8%
23.0%
33.1%
21,826 18,458 40,284
25,367
13,197
544
100% 100% 100%
100%
100%
100%
Other
<25
934
79.6%
240
20.4%
1,174
100%
TOTAL
825
31,038
77.1%
9,244
22.9%
40,282
100%
Have you contacted an HE office by telephone in the past 12 months?

Area
Religion
Mixed
Other
TOTAL
516
273
375
450
825
<25
<25
825
14,351 12,176 26,527
16,642
8,906
221
758
26,527
65.8% 66.0% 65.8%
65.6%
67.5%
40.6%
64.5%
65.8%
7,475 6,282 13,757
8,726
4,291
324
417
13,758
34.2% 34.0% 34.2%
34.4%
32.5%
59.4%
35.5%
34.2%
21,826 18,458 40,284
25,368
13,197
545
1,175
40,285
100% 100% 100%
100%
100%
100%
100%
100%
When you last telephoned, which of the following telephone numbers did you ring?
Area
Religion
Mixed
Other
TOTAL
339
181
246
295
541
<25
<25
541
3,980 4,789 8,769
5,724
2,649
142
253
8,768
27.7% 39.3% 33.1%
34.4%
29.7%
64.3%
33.4%
33.1%
1,988 1,921 3,909
2,452
1,306
34
116
3,908
13.9% 15.8% 14.7%
14.7%
14.7%
15.4%
15.3%
14.7%
720
430 1,150
577
493
0
80
1,150
5.0%
3.5%
4.3%
3.5%
5.5%
0.0%
10.6%
4.3%
462
231
0
34
727
277
450
727
1.9%
3.7%
2.7%
2.8%
2.6%
0.0%
4.5%
2.7%
7,386 4,587 11,973
7,427
4,227
45
274
11,973
51.5% 37.7% 45.1%
44.6%
47.5%
20.4%
36.2%
45.1%
14,351 12,177 26,528
16,642
8,906
221
757
26,526
100% 100% 100%
100%
100%
100%
100%
100%
42

When you last telephoned, what was the main reason for telephoning the Housing
Executive?
Area
Religion
Mixed
Other
TOTAL
339
181
<25
<25
541
246
295
541
Sample (in numbers)
Repairs
11,206 9,215 20,421
12,439
7,198
136
648
20,421
78.1% 75.7% 77.0%
74.7%
80.8%
61.5%
85.6%
77.0%
Rent Account
674
696 1,370
944
426
0
0
1,370
4.7%
5.7%
5.2%
5.7%
4.8%
0.0%
0.0%
5.2%
Housing Benefit
716
203
919
533
333
0
52
918
5.0%
1.7%
3.5%
3.2%
3.7%
0.0%
6.9%
3.5%
General
315
331
646
511
135
0
0
646
Information/Advice
2.2%
2.7%
2.4%
3.1%
1.5%
0.0%
0.0%
2.4%
Planned schemes
237
370
607
582
25
0
0
607
1.7%
3.0%
2.3%
3.5%
0.3%
0.0%
0.0%
2.3%
Query re existing
231
313
544
510
0
34
0
544
Transfer/Exchange
1.6%
2.6%
2.1%
3.1%
0.0%
15.4%
0.0%
2.1%
ASB including neighbour
136
180
316
184
74
0
57
315
problems
0.9%
1.5%
1.2%
1.1%
0.8%
0.0%
7.5%
1.2%
120
105
225
105
120
0
0
225
Allocations, incl. behalf of
0.8%
0.9%
0.8%
0.6%
1.3%
0.0%
0.0%
0.8%
someone else
First application for a
90
104
194
90
104
0
0
194
Transfer/Exchange
0.6%
0.9%
0.7%
0.5%
1.2%
0.0%
0.0%
0.7%
Buying your home
80
0
80
80
0
0
0
80
0.6%
0.0%
0.3%
0.5%
0.0%
0.0%
0.0%
0.3%
Other
499
661 1,160
618
490
51
0
1,159
3.5%
5.4%
4.4%
3.7%
5.5%
23.1%
0.0%
4.4%
Can't/ Don't remember
46
0
46
46
0
0
0
46
0.3%
0.0%
0.2%
0.3%
0.0%
0.0%
0.0%
0.2%
14,350 12,178 26,528
16,642
8,905
221
757
26,525
TOTAL
100% 100% 100%
100%
100%
100%
100%
100%
Table 4.4
Table 4.5
Thinking about the last time you phoned or tried to phone a HE office, did you get through?
Area
Religion
Mixed
Other
TOTAL
339
181
246
295
541
<25
<25
541
Sample (in numbers)
Yes - phone answered
11,805 10,289 22,094
14,121
7,039
221
713
22,094
quickly
82.3% 84.5% 83.3%
84.8%
79.0% 100.0%
94.1%
83.3%
Yes - but phone left to
2,044 1,502 3,546
2,002
1,545
0
0
3,547
ring for some time
14.2% 12.3% 13.4%
12.0%
17.3%
0.0%
0.0%
13.4%
No - left to ring - and you
80
98
178
98
80
0
0
178
hung up
0.6%
0.8%
0.7%
0.6%
0.9%
0.0%
0.0%
0.7%
No - permanently
331
230
561
331
185
0
45
561
engaged
2.3%
1.9%
2.1%
2.0%
2.1%
0.0%
5.9%
2.1%
Dont Know
91
56
147
91
56
0
0
147
0.6%
0.5%
0.6%
0.5%
0.6%
0.0%
0.0%
0.6%
14,351 12,175 26,526
16,643
8,905
221
758
26,527
TOTAL
100% 100% 100%
100%
100%
100%
100%
100%
Table 4.6
a) Polite
Sample (in numbers)
Yes
No
Total
Tenants opinions of staff member who ANSWERED their telephone call

b) Friendly
TOTAL
TOTAL
Sample
522
522
%
%
Yes
24,639
24,752
96.1
96.5
No
3.9
3.5
1,001
888
25,640
Total
25,640
100
100
e) Patient
d) Not interested off/hand

Sample (in numbers)
Yes
No
Total
TOTAL
522
1,477
24,163
25,640
%
5.8
94.2
100
Sample
Yes
No
Total
%
95.7
4.3
100
h) In a hurry/rushed
g) Rude
Sample (in numbers)
Yes
No
Total
TOTAL
522
24,547
1,093
25,640
TOTAL
522
875
24,765
25,640
%
3.4
96.6
100
TOTAL
522
1,440
24,199
25,640
Sample
Yes
No
Total
43
%
5.6
94.4
100
c) Knowledgeable
TOTAL
Sample
522
23,684
Yes
1,956
No
25,640
Total
%
92.4
7.6
100
f) Easy to understand
TOTAL
Sample
522
%
24,853
Yes
96.9
787
No
3.1
Total
100
25,640
Table 4.7
Sample (in numbers)

Staff who answered call
dealt with query
Transferred immediately
to other staff
Took some time to reach
other staff
Was transferred, call was
not answered
Don't know/ can't
remember

Did the member of staff who initially answered your call deal with your query or where you
transferred to another member of staff?
Area
Religion
Mixed
Other
TOTAL
328
174
237
285
522
<25
<25
522
3,674 2,778 6,452
26.5% 23.6% 25.2%
9,337 7,826 17,163
67.4% 66.4% 66.9%
718 1,007 1,725
5.2%
8.5%
6.7%
0
148
148
0.0%
1.3%
0.6%
120
32
152
0.9%
0.3%
0.6%
13,849 11,791 25,640
100% 100% 100%
TOTAL
Table 4.8
Sample (in numbers)

Satisfied
4,235
26.3%
10,254
63.6%
1,451
9.0%
98
0.6%
84
0.5%
16,122
100%
2,041
23.8%
6,220
72.5%
206
2.4%
50
0.6%
68
0.8%
8,585
100%
34
15.4%
153
69.2%
34
15.4%
0
0.0%
0
0.0%
221
100%
142
19.9%
537
75.3%
34
4.8%
0
0.0%
0
0.0%
713
100%
6,452
25.2%
17,164
66.9%
1,725
6.7%
148
0.6%
152
0.6%
25,641
100%
How satisfied/dissatisfied were you with the member of staff who answered your call?
Area
Religion
Mixed
Other
TOTAL
328
174
237
285
522
<25
<25
522
12,484 10,065 22,549
90.2% 85.4% 87.9%
396
758 1,154
2.9%
6.4%
4.5%
968
968 1,936
7.0%
8.2%
7.6%
13,848 11,791 25,639
100% 100% 100%
Neither
Dissatisfied
TOTAL
13,993
86.8%
739
4.6%
1,390
8.6%
16,122
100%
7,779
221
90.6% 100.0%
316
0
3.7%
0.0%
489
0
5.7%
0.0%
8,584
221
100%
100%
556
78.0%
100
14.0%
57
8.0%
713
100%
22,549
87.9%
1,155
4.5%
1,936
7.6%
25,640
100%
Table 4.9
Approx, how long ago did you FIRST telephone the HE, regarding this matter?
TOTAL
396
Sample (in numbers)
%
Within the last week
2,035
10.8
More than one week, but less than one
3,794
20.1
month
More than one month, but less than three
5,691
30.1
months
More than three months, but less than six
2,741
14.5
months
More than six months
Can't/ Don't remember
4,169
458
18,889
Total
Table 4.10
a) Polite
Sample (in numbers)
Yes
No
Total
Tenants opinions of staff member who dealt their telephone call in a service area
c) Knowledgeable
b) Friendly
TOTAL
TOTAL
TOTAL
396
396
396
Sample
%
Sample
%
18,101
788
18,889
95.8
4.2
100

Sample (in numbers)
Yes
No
Total
Table 4.11
Sample (in numbers)
Satisfied
Neither
Dissatisfied
Total
Yes
No
Total
18,048
840
18,889
95.6
4.4
100
e) Patient
TOTAL
396
1,946
16,943
18,889
%
10.3
89.7
100
TOTAL
396
Sample
Yes
No
Total
17,586
1,302
18,889
%
93.1
6.9
100
Yes
No
Total
TOTAL
396
755
18,134
18,889
%
4.0
96.0
100
TOTAL
396
Sample
Yes
No
Total
1,490
17,398
18,889
Yes
No
Total
%
7.9
92.1
100
Overall, how satisfied/dissatisfied were you with telephoning the Housing Executive?
TOTAL
396
%
15,345
81.2
1,368
7.2
2,175
11.5
18,889
100
44
16,733
2,155
18,889
%
88.6
11.4
100
TOTAL
396
%
Sample
g) Rude
Sample (in numbers)
Yes
No
Total
22.1
2.4
100
18,274
614
18,889
96.7
3.3
100

SOUTH, N EAST AND WEST AREAS ONLY
Have you contacted an HE office by telephone in the past 12 months?
Table 4.12
Area
Religion
Mixed
Other
South N East West
867
787
30
116
525
675
600
Sample (in numbers)
1800
Yes
8,726 12,363 9,271
30,360
14,025 13,587
663
2,084
59.2% 69.5% 63.0%
64.3%
63.6%
64.0%
78.1%
67.4%
No
6,008 5,414 5,456
16,878
8,030
7,652
186
1,010
40.8% 30.5% 37.0%
35.7%
36.4%
36.0%
21.9%
32.6%
TOTAL
14,734 17,777 14,727
47,238
22,055 21,239
849
3,094
100% 100% 100%
100%
100%
100%
100%
100%
TOTAL
1800
30,359
64.3%
16,878
35.7%
47,237
100%
Table 4.13
Thinking about the last time you phoned or tried to phone a HE office, did you get through?
Religion
Area
Mixed
Other
South N East West
TOTAL
546
495
<25
76
306
466
368
1140
Sample (in numbers)
1140
8,401 10,947 7,819
27,167
12,542 12,221
583
1,821 27,167
Yes - phone answered
quickly
96.3% 88.5% 84.3%
89.5%
89.4%
90.0%
87.9%
87.4% 89.5%
229 1,097 1,119
2,445
1,078
1,091
80
196 2,445
Yes - but phone left to
ring for some time
2.6%
8.9% 12.1%
8.1%
7.7%
8.0%
12.1%
9.4%
8.1%
26
158
0
184
143
40
0
0
183
No - left to ring - and you
hung up
0.3%
1.3%
0.0%
0.6%
1.0%
0.3%
0.0%
0.0%
0.6%
21
87
92
200
77
92
0
30
199
No - permanently
engaged
0.2%
0.7%
1.0%
0.7%
0.5%
0.7%
0.0%
1.4%
0.7%
49
75
240
364
185
142
0
36
363
0.6%
0.6%
2.6%
1.2%
1.3%
1.0%
0.0%
1.7%
1.2%
Dont Know
8,726 12,364 9,270
30,360
14,025 13,586
663
2,083 30,357
100% 100% 100%
100%
100%
100%
100%
100% 100%
TOTAL
Table 4.14
a) Polite
Sample (in numbers)
Yes
No
Total
Respondents who got through to another member of staff

Tenants opinions of staff member who dealt their telephone call in a service area
c) Knowledgeable
b) Friendly
TOTAL
TOTAL
TOTAL
1114
1114
1114
%
%
Sample
Sample
28,992
621
29,613
97.9
2.1
100

Sample (in numbers)
Yes
No
Total
Table 4.15
Sample (in numbers)

Satisfied
Neither satisfied nor
dissatisfied
Dissatisfied
TOTAL
28,913
700
29,613
97.6
2.4
100
e) Patient
TOTAL
1114
1,321
28,292
29,613
%
4.5
95.5
100
TOTAL
1114
Sample
Yes
No
Total
28,450
1,163
29,613
%
96.1
3.9
100
Yes
No
Total
TOTAL
1114
782
28,831
29,613
%
2.6
97.4
100
TOTAL
1114
Sample
Yes
No
Total
1,500
28,112
29,613
Yes
No
Total
%
5.1
94.9
100
Overall satisfaction with telephoning the Housing Executive

Religion
Area
South N East West
Mixed
531
486
302
456
356
<25
1114
7,667 10,928 8,129
26,724
12,390 12,029
595
88.8% 90.7% 90.9%
90.2%
91.0%
90.4%
89.6%
619
596
386
1,601
542
763
69
7.2%
4.9%
4.3%
5.4%
4.0%
5.7%
10.4%
344
520
423
1,287
687
521
0
4.0%
4.3%
4.7%
4.3%
5.0%
3.9%
0.0%
8,630 12,044 8,938
29,612
13,619 13,313
664
100% 100% 100%
100%
100%
100%
100%
45
28,391
1,222
29,613
%
95.9
4.1
100
TOTAL
1114
%
Sample
g) Rude
Sample (in numbers)
Yes
No
Total
Yes
No
Total
Other
TOTAL
74
1114
1,711 26,725
84.8% 90.2%
227 1,601
11.2%
5.4%
80 1,288
4.0%
4.3%
2,018 29,614
100% 100%
28,877
736
29,613
97.5
2.5
100
Table 4.16
Sample (in numbers)

Yes
No
TOTAL
Table 4.17
Sample (in numbers)

Under 5 minutes
5-10 minutes
11-14 minutes
15 to 30 minutes
More than 30 minutes
(Dont know)
TOTAL

Have you visited a HE Office in the past 12 months?
Area
Religion
Mixed
West
1860
1399
55
500
600
700
900
800
3500
5,099 4,846 2,955
6,242
3,772 22,914
12,625
8,417
435
23.4% 26.3% 20.1%
35.1%
25.6%
26.2%
26.4%
24.7% 31.9%
16,727 13,612 11,779
11,535
10,955 64,608
35,227
25,677
928
76.6% 73.7% 79.9%
64.9%
74.4%
73.8%
73.6%
75.3% 68.1%
21,826 18,458 14,734
17,777
14,727 87,522
47,852
34,094 1,363
100% 100% 100%
100%
100%
100%
100%
100% 100%
1,438
34.1%
2,775
65.9%
4,213
100%
TOTAL
3500
22,915
26.2%
64,606
73.8%
87,521
100%
Time to wait to speak to counter staff

Area
TOTAL
168
197
157
295
West 167
984
2,439 2,845 1,866
3,863
3,261 14,274
47.8% 58.7% 63.1%
61.9%
86.5%
62.3%
2,074 1,277
845
1,765
423
6,384
40.7% 26.4% 28.6%
28.3%
11.2%
27.9%
267
212
130
175
0
784
5.2%
4.4%
4.4%
2.8%
0.0%
3.4%
139
400
88
340
66
1,033
2.7%
8.3%
3.0%
5.4%
1.7%
4.5%
181
87
26
50
0
344
3.5%
1.8%
0.9%
0.8%
0.0%
1.5%
0
25
0
49
22
96
0.0%
0.5%
0.0%
0.8%
0.6%
0.4%
5,100 4,846 2,955
6,242
3,772 22,915
100%
100% 100% 100%
100%
100%
Table 4.18
Level of agreement with statements about the Housing Executive
b) You rarely have to wait to be seen
a) The office is easy to get to
Sample (in numbers)

Agree Strongly
Agree
Neutral
Disagree
Disagree Strongly
Total
Other
186
TOTAL
944
7,862
13,890
326
660
176
22,915
%
34.3
60.6
1.4
2.9
0.8
100
Sample
Agree Strongly
Agree
Neutral
Disagree
Disagree Strongly
Total
TOTAL
944
5,662
12,988
1,805
2,193
266
22,915
%
24.7
56.7
7.9
9.6
1.2
100
c) You cannot be overhead when

you are being dealt with
TOTAL
944
Sample
%
11.4
Agree Strongly
2,611
33.8
Agree
7,734
9.8
2,238
Neutral
38.4
8,802
Disagree
6.7
Disagree Strongly
1,530
Total
22,915
100
d) You can always feel you can ask questions

TOTAL
944
%
Sample (in numbers)
Agree Strongly
5,383
23.5
Agree
14,521
63.4
Neutral
1,133
4.9
Disagree
1,624
7.1
Disagree Strongly
254
1.1
Total
22,915
100
e) The staff seem very knowledgeable

TOTAL
944
%
Sample
Agree Strongly
4,894
21.4
Agree
13,840
60.4
Neutral
2,054
0.09
Disagree
1,901
8.3
Disagree Strongly
227
0.01
22,915
100
Total
f) The staff are polite

TOTAL
944
Sample
Agree Strongly
6,412
Agree
14,460
Neutral
1,364
Disagree
554
Disagree Strongly
123
22,915
Total
%
28.0
63.1
6.0
2.4
0.5
100
g) The staff appear to have time for me

TOTAL
944
%
Sample (in numbers)
Agree Strongly
6,227
27.2
Agree
13,681
59.7
Neutral
1,337
5.8
Disagree
1,453
6.3
Disagree Strongly
216
0.9
Total
22,915
100
h) The staff are friendly

TOTAL
944
Sample
Agree Strongly
6,105
Agree
14,669
Neutral
1,109
944
Disagree
Disagree Strongly
87
Total
22,915
i) The staff are helpful

TOTAL
944
Sample
Agree Strongly
5,905
Agree
13,658
1,698
Neutral
1,438
Disagree
Disagree Strongly
216
Total
22,915
%
25.8
59.6
7.4
6.3
0.9
100
j) You are usually seen by the same person each time

Sample (in numbers)
Agree Strongly
Agree
Neutral
Disagree
Disagree Strongly
Total
TOTAL
944
1,468
6,211
4,549
9,875
810
22,915
%
6.4
27.1
19.9
43.1
3.5
100
46
%
26.6
64
4.8
4.1
0.4
100
Table 4.19
Sample (in numbers)

Very satisfied
Satisfied
Neutral
Dissatisfied
Very dissatisfied
TOTAL
Table 4.20
Sample (in numbers)

Yes
No
TOTAL
Table 4.21
Sample (in numbers)

Very satisfied
Satisfied
Neutral
Dissatisfied
Very dissatisfied
TOTAL
Table 5.1
Sample (in numbers)

Yes
No
TOTAL
Table 5.2
Sample (in numbers)

Very satisfied
Satisfied
Neutral
Dissatisfied
Very dissatisfied
TOTAL

Overall how satisfied/dissatisfied were you with your visit to a HE Office?
Area
Religion
TOTAL Protestant Catholic Mixed
TOTAL
497
369
<25 Other 61
119
164
136
320
West 205
944
944
1,439
638
598
1,913
1,018
5,606
3,028
2,365
25
187
5,606
28.2% 13.2% 20.2%
30.6%
27.0%
24.5%
24.0%
28.1%
5.7%
13.0% 24.5%
2,424 2,871 1,789
3,386
2,374 12,844
6,946
4,691
222
984 12,843
47.5% 59.2% 60.5%
54.2%
62.9%
56.0%
55.0%
55.7% 51.0%
68.4% 56.0%
173
508
307
366
120
1,474
882
431
51
109
1,473
3.4% 10.5% 10.4%
5.9%
3.2%
6.4%
7.0%
5.1% 11.7%
7.6%
6.4%
698
316
185
320
239
1,758
1,011
502
137
108
1,757
13.7%
6.5%
6.3%
5.1%
6.3%
7.7%
8.0%
6.0% 31.5%
7.5%
7.7%
365
513
77
258
22
1,235
758
427
0
50
1,235
7.2% 10.6%
2.6%
4.1%
0.6%
5.4%
6.0%
5.1%
0.0%
3.5%
5.4%
3,773 22,917
12,625
8,416
435
1,438 22,914
5,099 4,846 2,956
6,243
100% 100% 100%
100%
100%
100%
100%
100% 100%
100%
100%
Have you had a visit from a member of the Housing Executive staff during the last 12 months?
Area
Religion
West
TOTAL
1860
700
55
Other 186 3500
500
600
900
800
1399
3500
1,062 21,963
374
7,997
12,531
2,493 21,963
4,754
7,969 4,615 2,132
25.2% 25.1%
23.5% 27.4%
26.2%
25.1%
16.9%
26.7%
36.5% 25.0% 14.5%
3,151 65,560
989
26,098
35,322
12,234 65,559
13,023
13,857 13,843 12,602
74.8% 74.9%
76.5% 72.6%
73.8%
74.9%
83.1%
73.3%
63.5% 75.0% 85.5%
21,826 18,458 14,734
17,777
14,727 87,522
47,853
34,095 1,363
4,213 87,523
100% 100% 100%
100%
100%
100%
100%
100% 100%
100%
100%
Overall, how satisfied/dissatisfied were you with the visit made by a member of staff from the HE?
Area
Religion
TOTAL
461
296
<25 Other 40
182
153
114
233
West 129
811
811
2,305 1,230
703
1,722
827
6,787
4,042
2,366
15
364
6,786
28.9% 26.6% 33.0%
36.2%
33.2%
30.9%
32.3%
29.6%
4.0%
34.3% 30.9%
3,954 2,336 1,073
1,964
1,061 10,388
5,807
4,009
216
356 10,387
49.6% 50.6% 50.3%
41.3%
42.5%
47.3%
46.3%
50.1% 57.8%
33.5% 47.3%
923
336
231
517
210
2,217
1,356
649
30
181
2,216
11.6%
7.3% 10.8%
10.9%
8.4%
10.1%
10.8%
8.1%
8.0%
17.0% 10.1%
624
335
68
225
372
1,624
614
756
92
161
1,623
7.8%
7.3%
3.2%
4.7%
14.9%
7.4%
4.9%
9.5% 24.6%
15.2%
7.4%
325
24
948
712
216
21
0
949
163
379
57
6.8%
1.0%
4.3%
5.7%
2.7%
5.6%
0.0%
4.3%
2.0%
8.2%
2.7%
7,969 4,616 2,132
4,753
2,494 21,964
12,531
7,996
374
1,062 21,961
100% 100% 100%
100%
100%
100%
100%
100% 100%
100%
100%
Response Maintenance - Repair requests reported to the HE in the 12 months before interview
Area
Religion
Other
West
1860
1399
55
186
500
600
700
900
800
3500
14,619 12,041 8,514
67.0% 65.2% 57.8%
7,207 6,417 6,220
33.0% 34.8% 42.2%
21,826 18,458 14,734
100% 100% 100%
11,868
66.8%
5,909
33.2%
17,777
100%
9,320
63.3%
5,407
36.7%
14,727
100%
56,362
64.4%
31,160
35.6%
87,522
100%
30,381
63.5%
17,471
36.5%
47,852
100%
22,202
65.1%
11,893
34.9%
34,095
100%
886
65.0%
477
35.0%
1,363
100%
Satisfaction with how staff had dealt with request

Area
Religion
West
1178
333
393
406
604
501
901
37
2237
3,912 2,801 3,364
4,466
3,039 17,582
10,058
6,638
177
26.8% 23.3% 39.5%
37.6%
32.6%
31.2%
33.1%
29.9% 20.0%
8,409 7,076 4,227
6,103
5,628 31,443
16,044
12,969
568
57.5% 58.8% 49.6%
51.4%
60.4%
55.8%
52.8%
58.4% 64.2%
714
560
620
457
286
2,637
1,419
973
40
4.9%
4.7%
7.3%
3.9%
3.1%
4.7%
4.7%
4.4%
4.5%
914 1,193
226
456
263
3,052
1,842
1,043
70
6.3%
9.9%
2.7%
3.8%
2.8%
5.4%
6.1%
4.7%
7.9%
670
411
78
386
103
1,648
1,017
578
30
4.6%
3.4%
0.9%
3.3%
1.1%
2.9%
3.3%
2.6%
3.4%
14,619 12,041 8,515
11,868
9,319 56,362
30,380
22,201
885
100% 100% 100%
100%
100%
100%
100%
100% 100%
47
2,893
68.7%
1,320
31.3%
4,213
100%
TOTAL
3500
56,362
64.4%
31,161
35.6%
87,523
100%
Other
TOTAL
121
2237
709 17,582
24.5% 31.2%
1,860 31,442
64.3% 55.8%
203
2,636
7.0%
4.7%
96
3,051
3.3%
5.4%
24
1,649
0.8%
2.9%
2,892 56,360
100%
100%
Table 5.3
Sample (in numbers)

Emergency (within 24
hours)
Urgent (within 4 days)
Routine (within 4 weeks)
Don't know
TOTAL

Thinking of the last time you reported a repair to the HE what type of repair request did you make?
Area
Religion
West
Other
TOTAL
1178
333
393
406
604
501
901
37
121
2237
2237
4,087 3,186 1,517
2,227
2,115 13,132
7,100
5,461
127
444 13,132
28.0% 26.5% 17.8%
18.8%
22.7%
23.3%
23.4%
24.6% 14.3%
15.4% 23.3%
3,447 3,599 1,369
3,478
1,880 13,773
7,506
5,155
308
803 13,772
23.6% 29.9% 16.1%
29.3%
20.2%
24.4%
24.7%
23.2% 34.8%
27.8% 24.4%
7,001 5,098 5,205
6,090
4,934 28,328
15,302
11,029
425
1,571 28,328
47.9% 42.3% 61.1%
51.3%
52.9%
50.3%
50.4%
49.7% 48.0%
54.3% 50.3%
85
158
423
73
390
1,129
473
557
26
74
1,130
0.6%
1.3%
5.0%
0.6%
4.2%
2.0%
1.6%
2.5%
2.9%
2.6%
2.0%
14,620 12,041 8,514
11,868
9,319 56,362
30,381
22,202
886
2,892 56,362
100%
100%
100%
100%
100% 100%
100%
100%
100% 100% 100%
Table 5.4
Was tenant sent acknowledgement letter within 3 working days of reporting a routine repair?
Area
Religion
West
Other
TOTAL
605
160
163
239
312
283
464
<25
69
Sample (in numbers)
1157
1157
Yes
3,405 2,017 3,726
3,435
2,641 15,224
8,122
6,127
230
745 15,224
48.6% 39.6% 71.6%
56.4%
53.5%
53.7%
53.1%
55.6% 54.1%
47.4% 53.7%
No
3,197 2,664
852
1,777
1,711 10,201
5,580
3,832
187
602 10,201
45.7% 52.3% 16.4%
29.2%
34.7%
36.0%
36.5%
34.7% 44.0%
38.3% 36.0%
(Dont know)
133
36
69
235
116
589
278
249
0
62
589
1.9%
0.7%
1.3%
3.9%
2.4%
2.1%
1.8%
2.3%
0.0%
3.9%
2.1%
(N/A-recent request within
265
381
557
643
466
2,312
1,322
820
8
162
2,313
3 days)
3.8%
7.5% 10.7%
10.6%
9.4%
8.2%
8.6%
7.4%
1.9%
10.3%
8.2%
15,302
11,028
425
1,571 28,327
7,000 5,098 5,204
6,090
4,934 28,326
TOTAL
100% 100% 100%
100%
100%
100%
100%
100% 100%
100%
100%
Table 5.5
Sample (in numbers)
Yes
No
(Dont know)
TOTAL
Table 5.6
Sample (in numbers)

Yes
No
(Dont know)
TOTAL
Table 5.7
Sample (in numbers)

Yes
No
TOTAL
Was work carried out in the time stated in the letter?

TOTAL
650
12,637
83.0%
2,454
16.1%
132
0.9%
15,223
100%
Was tenant asked when convenient time for contractor to come and do work?
Religion
Area
West
1178
333
393
406
604
501
901
37
2237
9,577 7,105 5,883
9,587
7,676 39,828
20,901
16,223
570
65.5% 59.0% 69.1%
80.8%
82.4%
70.7%
68.8%
73.1% 64.3%
4,675 4,620 1,788
2,175
1,487 14,745
8,684
5,193
265
32.0% 38.4% 21.0%
18.3%
16.0%
26.2%
28.6%
23.4% 29.9%
367
315
842
106
156
1,786
796
786
51
2.5%
2.6%
9.9%
0.9%
1.7%
3.2%
2.6%
3.5%
5.8%
14,619 12,040 8,513
11,868
9,319 56,359
30,381
22,202
886
100% 100% 100%
100%
100%
100%
100%
100% 100%
Other
TOTAL
121
2237
2,135 39,830
73.8% 70.7%
606 14,747
20.9% 26.2%
152
1,785
5.3%
3.2%
2,893 56,362
100%
100%
Any repairs fully completed in past 12 mths?

Area
Religion
West
1178
901
37
333
393
406
604
501
2237
11,312 8,966 7,464
10,205
7,609 45,556
24,597
17,843
724
77.4% 74.5% 87.7%
86.0%
81.6%
80.8%
81.0%
80.4% 81.7%
3,307 3,075 1,050
1,663
1,711 10,806
5,784
4,359
162
22.6% 25.5% 12.3%
14.0%
18.4%
19.2%
19.0%
19.6% 18.3%
14,619 12,041 8,514
11,868
9,320 56,362
30,381
22,202
886
100% 100% 100%
100%
100%
100%
100%
100% 100%
Other
TOTAL
121
2237
2,393 45,556
82.7%
80.8%
500 10,805
17.3%
19.2%
2,893 56,361
100%
100%
48
Table 5.8
a) Speed
Sample (in numbers)
Very satisfied
Satisfied
Neutral
Dissatisfied
Very dissatisfied
TOTAL

Tenant satisfaction with aspects of work
b) Quality of the work
TOTAL
TOTAL
1834
1834
%
%
Sample
Very satisfied
20,352
18,631
44.7
40.9
Satisfied
20,274
20,526
44.5
45.1
Neutral
1,904
2,111
4.2
4.6
Dissatisfied
1,858
2,753
4.1
6.0
Very dissatisfied
1,169
2.6
1,535
3.4
45,557
100
45,557
100
TOTAL
e) Politeness
d) Tidiness
Sample (in numbers)
Very satisfied
Satisfied
Neutral
Dissatisfied
Very dissatisfied
TOTAL
Table 5.9
Sample (in numbers)
Contractor
Housing Executive
Both Contractor & HE
Did not complain
TOTAL
Table 5.10
Sample (in numbers)

Very satisfied
Satisfied
Neutral
Dissatisfied
Very dissatisfied
TOTAL
Table 5.11
Sample (in numbers)

Very satisfied
Satisfied
Neutral
Dissatisfied
Very dissatisfied
TOTAL
TOTAL
1834
18,891
23,421
1,480
1,059
705
45,557
%
41.5
51.4
3.2
2.3
1.5
100
c) Quality of materials
TOTAL
1834
Sample
Very satisfied
17,573
Satisfied
21,769
Neutral
3,616
Dissatisfied
1,852
Very dissatisfied
748
TOTAL
45,557
%
38.6
47.8
7.9
4.1
1.6
100
f) Friendliness
Sample
Very satisfied
Satisfied
Neutral
Dissatisfied
Very dissatisfied
TOTAL
TOTAL
1834
19,812
23,715
1,465
376
190
45,557
%
43.5
52.1
3.2
0.8
0.4
100
Sample
Very satisfied
Satisfied
Neutral
Dissatisfied
Very dissatisfied
TOTAL
TOTAL
1834
19,534
24,002
1,381
450
190
45,557
If dissatisfied, who did you complain to..?

TOTAL
240
%
311
4.6
2,161
32.2
416
6.2
3,827
57.0
6,716
100
Overall satisfaction with the Housing Executive's repair service generally?
Religion
Area
West
1178
901
37
333
393
406
604
501
2237
3,254 2,417 2,509
3,665
2,930 14,775
8,189
5,881
122
22.3% 20.1% 29.5%
30.9%
31.4%
26.2%
27.0%
26.5% 13.8%
6,558 4,796 4,623
5,478
4,870 26,325
13,268
11,086
458
44.9% 39.8% 54.3%
46.2%
52.3%
46.7%
43.7%
49.9% 51.7%
1,456 1,212
654
865
757
4,944
2,625
1,992
111
10.0% 10.1%
7.7%
7.3%
8.1%
8.8%
8.6%
9.0% 12.5%
2,054 1,941
526
1,211
636
6,368
3,597
2,146
103
14.1% 16.1%
6.2%
10.2%
6.8%
11.3%
11.8%
9.7% 11.6%
1,296 1,676
202
648
127
3,949
2,703
1,097
92
8.9% 13.9%
2.4%
5.5%
1.4%
7.0%
8.9%
4.9% 10.4%
14,618 12,042 8,514
11,867
9,320 56,361
30,382
22,202
886
100%
100%
100% 100%
100% 100% 100%
100%
100%
Other
TOTAL
121
2237
584 14,775
20.2% 26.2%
1,514 26,326
52.3% 46.7%
216
4,945
7.5%
8.8%
521
6,366
18.0% 11.3%
58
3,949
2.0%
7.0%
2,893 56,361
100%
100%
Satisfaction with COMPLETED repair within 12 months before interview

Area
Religion
West
968
735
31
257
286
356
521
414
1834
3,109 2,391 2,443
3,559
2,743 14,245
7,938
5,602
122
27.5% 26.7% 32.7%
34.9%
36.0%
31.3%
32.3%
31.4% 16.9%
5,765 4,490 4,276
5,038
3,971 23,540
12,030
9,680
458
51.0% 50.1% 57.3%
49.4%
52.2%
51.7%
48.9%
54.3% 63.3%
972
786
365
709
551
3,383
1,764
1,389
97
8.6%
8.8%
4.9%
6.9%
7.2%
7.4%
7.2%
7.8% 13.4%
1,078
887
309
675
306
3,255
1,914
1,028
47
9.5%
9.9%
4.1%
6.6%
4.0%
7.1%
7.8%
5.8%
6.5%
387
411
71
225
38
1,132
951
144
0
3.4%
4.6%
1.0%
2.2%
0.5%
2.5%
3.9%
0.8%
0.0%
724
11,311 8,965 7,464
10,206
7,609 45,555
24,597
17,843
100% 100% 100%
100%
100%
100%
100%
100% 100%
Other
TOTAL
100
1834
584 14,246
24.4% 31.3%
1,373 23,541
57.4% 51.7%
134
3,384
5.6%
7.4%
265
3,254
11.1%
7.1%
37
1,132
1.5%
2.5%
2,393 45,557
100%
100%
49
%
42.9
52.7
3.0
1.0
0.4
100
Table 5.12
Sample (in numbers)

Very good
Fairly good
Neither good nor poor
Fairly poor
Very poor
TOTAL
Table 5.13
Sample (in numbers)

Yes
No
TOTAL
Table 6.1
Sample (in numbers)

Yes
No
TOTAL
Table 6.2
Sample (in numbers)
Less than 4 weeks ago
4 weeks or more but less
6 months
Six months or more ago
TOTAL
Table 6.3
Sample (in numbers)
Yes
No
TOTAL

Overall, how would you rate the current state of this dwelling?
Area
Religion
West
1860
500
600
700
900
800
1399
55
3500
7,374 4,415 4,265
5,554
4,938 26,546
14,923
10,472
452
33.8% 23.9% 28.9%
31.2%
33.5%
30.3%
31.2%
30.7% 33.2%
9,079 9,235 8,626
9,329
7,959 44,228
23,859
17,160
480
41.6% 50.0% 58.5%
52.5%
54.0%
50.5%
49.9%
50.3% 35.2%
2,293 2,196 1,164
1,588
783
8,024
4,415
3,099
134
10.5% 11.9%
7.9%
8.9%
5.3%
9.2%
9.2%
9.1%
9.8%
1,736 1,990
500
878
845
5,949
3,167
2,224
254
8.0% 10.8%
3.4%
4.9%
5.7%
6.8%
6.6%
6.5% 18.6%
1,343
622
179
429
203
2,776
1,490
1,140
43
6.2%
3.4%
1.2%
2.4%
1.4%
3.2%
3.1%
3.3%
3.2%
21,825 18,458 14,734
17,778
14,728 87,523
47,854
34,095 1,363
100% 100% 100%
100%
100%
100%
100%
100% 100%
Aware of compensation for approved improvements carried out?
Area
Religion
West
1860
500
600
700
900
800
1399
55
3500
3,162 1,960 1,652
1,878
1,722 10,374
5,209
4,494
271
14.5% 10.6% 11.2%
10.6%
11.7%
11.9%
10.9%
13.2% 19.9%
18,664 16,498 13,082
15,899
13,005 77,148
42,643
29,600 1,092
85.5% 89.4% 88.8%
89.4%
88.3%
88.1%
89.1%
86.8% 80.1%
21,826 18,458 14,734
17,777
14,727 87,522
47,852
34,094 1,363
100% 100% 100%
100%
100%
100%
100%
100% 100%
700
16.6%
2,731
64.8%
377
8.9%
303
7.2%
102
2.4%
4,213
100%
Other
186
400
9.5%
3,812
90.5%
4,212
100%
TOTAL
3500
26,547
30.3%
44,230
50.5%
8,025
9.2%
5,948
6.8%
2,775
3.2%
87,525
100%
TOTAL
3500
10,373
11.9%
77,147
88.1%
87,520
100%
Within the past 12 months have you reported an incident of anti-social behaviour (ASB) to the Housing
Executive?
Area
Religion
West
Other
TOTAL
1860
500
600
700
900
800
1399
55
186
3500
3500
1,902 1,563
982
1,127
1,120
6,694
3,300
2,740
137
517
6,694
8.7%
8.5%
6.7%
6.3%
7.6%
7.6%
6.9%
8.0% 10.1%
12.3%
7.6%
19,924 16,895 13,752
16,650
13,607 80,828
44,552
31,354 1,226
3,696 80,828
91.3% 91.5% 93.3%
93.7%
92.4%
92.4%
93.1%
92.0% 89.9%
87.7% 92.4%
21,826 18,458 14,734
17,777
14,727 87,522
47,852
34,094 1,363
4,213 87,522
100% 100% 100%
100%
100%
100%
100%
100% 100%
100%
100%
Approximately how long ago did you report the ASB incident?
TOTAL
259
%
1,175
17.6
2,481
3,038
6,695
37.1
45.4
100
Did the Housing Executive take any action as a result of your complaint about ASB?
TOTAL
259
3,933
58.8%
2,760
41.2%
6,693
100%
Table 6.4
Did the HE inform you why they took no action?

TOTAL
Sample (in numbers)
112
%
1,245
45.1
No, still awaiting a response
Yes, H.E. informed me why no
828
30.0
action was taken
No, H.E. did not inform me why no
688
24.9
action was taken
TOTAL
Other
186
2,761
100
50

As a result of the action taken by the Housing Executive did .
TOTAL
Sample (in numbers)
147
%
The anti-social behaviour cease
1,473 37.4%
The anti-social behaviour lessen
1414 35.9%
The anti-social behaviour continue
1,047 26.6%
at the same level
TOTAL
3,934 100%
Table 6.5
Table 6.6
Sample (in numbers)
Very satisfied
Satisfied
Neutral
Dissatisfied
Very dissatisfied
Total
Table 6.7
Sample (in numbers)

Yes
No
TOTAL
Table 6.8
Sample (in numbers)
PSNI
Council
Other (specify)
Table 6.9
Sample (in numbers)

Yes
No
TOTAL
Table 6.10
Sample (in numbers)

Yes
No
TOTAL
How satisfied/dissatisfied were you with the way in which the HE handled your case?
TOTAL
259
%
1,288
19.2
1,591
23.8
1,516
22.6
1,330
19.9
969
14.5
6,695 100.0
Within the past 12 months have you reported the/an incident of anti-social behaviour (ASB) to any other
agency?
Area
Religion
Other
West
TOTAL
1860
1399
55
186
500
600
700
900
800
3500
3500
2,103 1,645 1,003
1,143
922
6,816
3,696
2,456
120
544
6,816
9.6%
8.9%
6.8%
6.4%
6.3%
7.8%
7.7%
7.2%
8.8%
12.9%
7.8%
19,723 16,813 13,731
16,634
13,805 80,706
44,156
31,638 1,243
3,668 80,706
90.4% 91.1% 93.2%
93.6%
93.7%
92.2%
92.3%
92.8% 91.2%
87.1% 92.2%
21,826 18,458 14,734
17,777
14,727 87,522
47,852
34,094 1,363
4,212 87,522
100% 100% 100%
100%
100%
100%
100%
100% 100%
100%
100%
Did you report the incident to one of the following agencies?
TOTAL
266
5,979
87.7%
899
13.2%
570
8.4%
Are you aware that the Housing Executive has a formal complaints procedure?
Area
Religion
West
1860
1399
55
500
600
700
900
800
3500
10,049 10,574 5,121
46.0% 57.3% 34.8%
11,777 7,884 9,613
54.0% 42.7% 65.2%
21,826 18,458 14,734
100% 100% 100%
9,321
52.4%
8,456
47.6%
17,777
100%
6,959
47.3%
7,768
52.7%
14,727
100%
42,024
48.0%
45,498
52.0%
87,522
100%
23,788
49.7%
24,064
50.3%
47,852
100%
15,259
44.8%
18,835
55.2%
34,094
100%
810
59.4%
553
40.6%
1,363
100%
Have you ever made a formal complaint to the Housing Executive?

Area
Religion
West
1860
1399
55
500
600
700
900
800
3500
575
981
167
550
580
2,853
1,496
931
23
2.6%
5.3%
1.1%
3.1%
3.9%
3.3%
3.1%
2.7%
1.7%
21,251 17,477 14,567
17,227
14,147 84,669
46,357
33,164 1,340
97.4% 94.7% 98.9%
96.9%
96.1%
96.7%
96.9%
97.3% 98.3%
17,777
14,727 87,522
47,853
34,095 1,363
21,826 18,458 14,734
100% 100% 100%
100%
100%
100%
100%
100% 100%
51
Other
186
2,168
51.5%
2,045
48.5%
4,213
100%
Other
186
405
9.6%
3,807
90.4%
4,212
100%
TOTAL
3500
42,024
48.0%
45,497
52.0%
87,521
100%
TOTAL
3500
2,855
3.3%
84,668
96.7%
87,523
100%
Table 7.1
a)
Sample (in numbers)

Yes
No
TOTAL
b)
Sample (in numbers)

Yes
No
TOTAL
c)
Sample (in numbers)

Yes
No
TOTAL
d)
Sample (in numbers)

Yes
No
TOTAL
Table 7.2
a)
Sample (in numbers)

Very satisfied
Satisfied
Neutral
Dissatisfied
Very dissatisfied
TOTAL
b)
Sample (in numbers)
Very satisfied
Satisfied
Neutral
Dissatisfied
Very dissatisfied
TOTAL

Housing Executive services used
Area
Belfast
500
S East
600
South
700
N East
900
3,894 4,817 1,648

17.8% 26.1% 11.2%
17,932 13,641 13,086
82.2% 73.9% 88.8%
21,826 18,458 14,734
100% 100% 100%
7,331
41.2%
10,446
58.8%
17,777
100%
West
800
3,100
21.0%
11,627
79.0%
14,727
100%
Religion

1860
1399
55
3500
20,790
12,271
6,689
236
23.8%
25.6%
19.6% 17.3%
66,732
35,581
27,405 1,126
76.2%
74.4%
80.4% 82.7%
87,522
47,852
34,094 1,362
100%
100%
100% 100%
Other
186
1,593
37.8%
2,619
62.2%
4,212
100%
TOTAL
3500
20,789
23.8%
66,732
76.2%
87,521
100%
Executive transfer/exchange
Belfast
500
S East
600
Area
South
700
2,726 1,495 1,141

12.5%
8.1%
7.7%
19,100 16,963 13,593
87.5% 91.9% 92.3%
21,826 18,458 14,734
100% 100% 100%
N East
900
1,508
8.5%
16,269
91.5%
17,777
100%
West
800
962
6.5%
13,765
93.5%
14,727
100%
Religion
1860
1399
55
3500
7,832
4,304
3,031
145
8.9%
9.0%
8.9% 10.6%
79,690
43,548
31,063 1,218
91.1%
91.0%
91.1% 89.4%
87,522
47,852
34,094 1,363
100%
100%
100% 100%
Other
186
351
8.3%
3,861
91.7%
4,212
100%
TOTAL
3500
7,831
8.9%
79,690
91.1%
87,521
100%
Applied to buy your house

Belfast
500
S East
600
Area
South
700
347
456
412
1.6%
2.5%
2.8%
21,479 18,002 14,322
98.4% 97.5% 97.2%
21,826 18,458 14,734
100% 100% 100%
General housing advice
Area
Belfast S East South
500
600
700
458
315
52
2.1%
1.7%
0.4%
21,368 18,143 14,682
97.9% 98.3% 99.6%
21,826 18,458 14,734
100% 100% 100%
N East
900
307
1.7%
17,470
98.3%
17,777
100%
N East
900
371
2.1%
17,406
97.9%
17,777
100%
West
800
481
3.3%
14,246
96.7%
14,727
100%
West
800
277
1.9%
14,450
98.1%
14,727
100%
Satisfaction/dissatisfaction with service:

Area
West
86
152
78
362
161
786
20.2%
2,709
69.6%
338
8.7%
60
1.5%
0
0.0%
3,893
100%
1,371
28.5%
3,080
63.9%
78
1.6%
233
4.8%
55
1.1%
4,817
100%
341
20.7%
1,033
62.7%
130
7.9%
144
8.7%
0
0.0%
1,648
100%
2,467
33.7%
4,583
62.5%
144
2.0%
118
1.6%
19
0.3%
7,331
100%
1,933
62.4%
984
31.7%
92
3.0%
69
2.2%
22
0.7%
3,100
100%
Religion
1860
1399
55
3500
2,003
1,186
690
49
2.3%
2.5%
2.0%
3.6%
85,519
46,666
33,404 1,314
97.7%
97.5%
98.0% 96.4%
87,522
47,852
34,094 1,363
100%
100%
100% 100%
Religion
1860
1399
55
3500
1,473
857
491
45
1.7%
1.8%
1.4%
3.3%
86,049
46,995
33,603 1,318
98.3%
98.2%
98.6% 96.7%
87,522
47,852
34,094 1,363
100%
100%
100% 100%
Religion
480
280
<25
839
6,898
3,806
2,562
131
33.2%
31.0%
38.3% 55.5%
12,389
7,607
3,680
43
59.6%
62.0%
55.0% 18.2%
782
430
261
0
3.8%
3.5%
3.9%
0.0%
624
374
145
62
3.0%
3.0%
2.2% 26.3%
96
55
40
0
0.5%
0.4%
0.6%
0.0%
20,789
12,272
6,688
236
100%
100%
100% 100%
Applying for Housing Executive transfer/exchange

TOTAL
289
%
1,296
16.5
2,518
32.2
1,505
19.2
1,270
16.2
1,243
15.9
7,832 100.0
52
Other
186
78
1.9%
4,134
98.1%
4,212
100%
Other
186
81
1.9%
4,132
98.1%
4,213
100%
Other
70
400
25.1%
1,059
66.5%
91
5.7%
43
2.7%
0
0.0%
1,593
100%
TOTAL
3500
2,003
2.3%
85,518
97.7%
87,521
100%
TOTAL
3500
1,474
1.7%
86,048
98.3%
87,522
100%
TOTAL
839
6,899
33.2%
12,389
59.6%
782
3.8%
624
3.0%
95
0.5%
20,789
100%
Table 7.3
Sample (in numbers)

Yes
No
TOTAL
Table 7.4
Sample (in numbers)

Easy
Neither easy nor difficult
Difficult
(Dont Know)
TOTAL
Table 7.5
Sample (in numbers)

Yes
No
TOTAL
Table 7.6
Sample (in numbers)

Yes
No
TOTAL
Table 7.7
Sample (in numbers)

Yes
No
(Dont know)
TOTAL
Table 7.8
Sample (in numbers)

Yes
No
(Dont know)
TOTAL

Have you (or any member of your household) applied for Housing Benefit in the last 12 months?
Area
Religion
Other
West
TOTAL
1860
1399
55
186
500
600
700
900
800
3500
3500
2,150 32,715
375
12,051
18,139
6,578 32,715
8,873
5,517 7,115 4,632
51.0% 37.4%
35.3% 27.5%
37.9%
37.4%
44.7%
49.9%
25.3% 38.5% 31.4%
2,063 54,806
988
22,043
29,713
8,149 54,807
8,904
16,309 11,343 10,102
49.0% 62.6%
64.7% 72.5%
62.1%
62.6%
55.3%
50.1%
74.7% 61.5% 68.6%
21,826 18,458 14,734
17,777
14,727 87,522
47,852
34,094 1,363
4,213 87,521
100% 100% 100%
100%
100%
100%
100%
100% 100%
100%
100%
Did you find the Housing Benefit application form easy or difficult to complete?
Area
TOTAL
131
229
209
446
West 379 1394
4,435 5,694 2,287
7,572
5,293 25,281
80.4% 80.0% 49.4%
85.3%
80.5%
77.3%
546
787 1,353
794
740
4,220
9.9% 11.1% 29.2%
8.9%
11.3%
12.9%
307
389
743
378
274
2,091
5.6%
5.5% 16.0%
4.3%
4.2%
6.4%
230
245
249
129
270
1,123
4.2%
3.4%
5.4%
1.5%
4.1%
3.4%
5,518 7,115 4,632
8,873
6,577 32,715
100% 100% 100%
100%
100%
100%
Are you aware that in the event of being turned down for Housing Benefit you have the right to have
your decision reiviewed?
Area
TOTAL
131
229
209
446
West 379 1394
3,302 4,305 2,192
6,772
2,973 19,544
59.8% 60.5% 47.3%
76.3%
45.2%
59.7%
2,216 2,810 2,440
2,101
3,604 13,171
40.2% 39.5% 52.7%
23.7%
54.8%
40.3%
5,518 7,115 4,632
8,873
6,577 32,715
100% 100% 100%
100%
100%
100%
Are you or any members of the household currently receiving Housing Benefit?
Area
Religion
West
1860
500
600
700
900
800
1399
55
3500
18,174 12,973 11,404
83.3% 70.3% 77.4%
3,652 5,485 3,330
16.7% 29.7% 22.6%
21,826 18,458 14,734
100% 100% 100%
13,690
77.0%
4,087
23.0%
17,777
100%
12,614
85.7%
2,113
14.3%
14,727
100%
68,855
78.7%
18,667
21.3%
87,522
100%
35,456
74.1%
12,396
25.9%
47,852
100%
29,348
86.1%
4,746
13.9%
34,094
100%
746
54.7%
617
45.3%
1,363
100%
Other
186
3,305
78.5%
907
21.5%
4,212
100%
TOTAL
3500
68,855
78.7%
18,667
21.3%
87,522
100%
Is the information provided by the Housing Benefit notifications clear?

Area
Religion
TOTAL
1382
1196
32
Other 145 2755
410
435
536
697
West 677 2755
17,163 11,954 11,050
12,962
11,798 64,927
33,295
27,783
698
3,149 64,925
94.4% 92.1% 96.9%
94.7%
93.5%
94.3%
93.9%
94.7% 93.7%
95.3% 94.3%
415
644
189
401
441
2,090
1,097
848
47
97
2,089
2.3%
5.0%
1.7%
2.9%
3.5%
3.0%
3.1%
2.9%
6.3%
2.9%
3.0%
596
376
166
327
376
1,841
1,064
717
0
59
1,840
3.3%
2.9%
1.5%
18,174 12,974 11,405
100% 100% 100%
2.4%
13,690
100%
3.0%
12,615
100%
2.7%
68,858
100%
3.0%
35,456
100%
2.4%
29,348
100%
0.0%
745
100%
1.8%
3,305
100%
2.7%
68,854
100%
Is the information provided by the Housing Benefit notifications understandable?

Area
Religion
TOTAL
1382
410
435
536
697
West 677 2755
1196
32
Other 145 2755
17,250 11,843 11,041
12,956
11,828 64,918
33,351
27,811
649
3,106 64,917
94.9% 91.3% 96.8%
94.6%
93.8%
94.3%
94.1%
94.8% 87.1%
94.0% 94.3%
505
712
224
407
367
2,215
1,176
802
96
140
2,214
2.8%
5.5%
2.0%
3.0%
2.9%
3.2%
3.3%
2.7% 12.9%
4.2%
3.2%
418
419
140
327
419
1,723
929
735
0
59
1,723
2.3%
3.2%
1.2%
2.4%
3.3%
2.5%
2.6%
2.5%
0.0%
1.8%
2.5%
18,173 12,974 11,405
13,690
12,614 68,856
35,456
29,348
745
3,305 68,854
100% 100% 100%
100%
100%
100%
100%
100% 100%
100%
100%
53
Table 7.9
Sample (in numbers)

Yes
No
TOTAL
Table 7.10
a)
Sample (in numbers)

Yes
No
TOTAL
b)
Sample (in numbers)

Yes
No
TOTAL
c)
Sample (in numbers)

Yes
No
TOTAL
d)
Sample (in numbers)

Yes
No
TOTAL
Table 7.11
Sample (in numbers)

Very satisfied
Satisfied
Neutral
Dissatisfied
Very dissatisfied
TOTAL

Are you aware that you have the right to have your amount of Housing Benefit reviewed by an
independent tribunal?
Area
Religion
TOTAL
1382
1196
32
Other 145 2755
410
435
536
697
West 677 2755
7,378 5,733 4,688
8,800
5,254 31,853
17,363
12,533
284
1,675 31,854
40.6% 44.2% 41.1%
64.3%
41.7%
46.3%
49.0%
42.7% 38.1%
50.7% 46.3%
10,795 7,240 6,716
4,890
7,360 37,001
18,093
16,815
462
1,630 37,000
59.4% 55.8% 58.9%
35.7%
58.3%
53.7%
51.0%
57.3% 61.9%
49.3% 53.7%
18,173 12,973 11,404
13,690
12,614 68,854
35,456
29,348
746
3,305 68,854
100% 100% 100%
100%
100%
100%
100%
100% 100%
100%
100%
Tenants awareness of the need to provide the Housing Executive with details of any change of
Non-dependants joining household
Area
Religion
TOTAL
1382
410
435
536
697
West 677 2755
1196
32
Other 145 2755
17,961 12,519 11,168
13,460
12,284 67,392
34,655
28,758
727
3,251 67,391
98.8% 96.5% 97.9%
98.3%
97.4%
97.9%
97.7%
98.0% 97.5%
98.4% 97.9%
213
455
236
230
330
1,464
801
590
19
54
1,463
1.2%
3.5%
2.1%
1.7%
2.6%
2.1%
2.3%
2.0%
2.5%
1.6%
2.1%
18,174 12,974 11,404
13,690
12,614 68,856
35,456
29,348
746
3,305 68,854
100% 100% 100%
100%
100%
100%
100%
100% 100%
100%
100%
Non-dependants leaving household
Area
Religion
TOTAL
1382
1196
32
Other 145 2755
410
435
536
697
West 677 2755
18,089 12,508 11,189
13,490
12,335 67,611
34,792
28,862
727
3,231 67,611
99.5% 96.4% 98.1%
98.5%
97.8%
98.2%
98.1%
98.3%
98%
97.8% 98.2%
85
465
215
200
279
1,244
665
486
19
74
1,244
0.5%
3.6%
1.9%
1.5%
2.2%
1.8%
1.9%
1.7%
2.5%
2.2%
1.8%
18,174 12,973 11,404
13,690
12,614 68,855
35,457
29,348
746
3,305 68,855
100% 100% 100%
100%
100%
100%
100%
100% 100%
100%
100%
Income changes
Area
Religion
TOTAL
1382
1196
32
Other 145 2755
410
435
536
697
West 677 2755
18,038 12,648 11,235
13,490
12,359 67,770
34,866
28,873
727
3,305 67,771
99.3% 97.5% 98.5%
98.5%
98.0%
98.4%
98.3%
98.4%
98%
100% 98.4%
135
325
169
200
255
1,084
591
475
19
0
1,085
0.7%
2.5%
1.5%
1.5%
2.0%
1.6%
1.7%
1.6%
2.5%
0.0%
1.6%
18,173 12,973 11,404
13,690
12,614 68,854
35,457
29,348
746
3,305 68,856
100% 100% 100%
100%
100%
100%
100%
100% 100%
100%
100%
Partner changes
Area
Religion
TOTAL
1382
1196
32
Other 145 2755
410
435
536
697
West 677 2755
18,004 12,684 11,168
13,501
12,359 67,716
34,866
28,873
707
3,305 67,771
99.1% 97.8% 97.9%
98.6%
98.0%
98.3%
98.3%
98.4%
95%
100% 98.4%
170
289
236
189
255
1,139
591
475
39
0
1,085
0.9%
2.2%
2.1%
1.4%
2.0%
1.7%
1.7%
1.6%
5.2%
0.0%
1.6%
18,174 12,973 11,404
13,690
12,614 68,855
35,457
29,348
746
3,305 68,856
100% 100% 100%
100%
100%
100%
100%
100% 100%
100%
100%
Overall, tenants satisfaction with service provided by Housing Executive
Religion
Area
West
1860
500
600
700
900
800
1399
55
3500
5,588 4,124 3,633
5,505
4,719 23,569
13,346
8,915
310
25.6% 22.3% 24.7%
31.0%
32.0%
26.9%
27.9%
26.1% 22.7%
11,998 10,511 9,883
10,251
8,352 50,995
26,993
20,642
734
55.0% 56.9% 67.1%
57.7%
56.7%
58.3%
56.4%
60.5% 53.8%
2,088 2,424
860
994
885
7,251
4,381
2,376
142
9.6% 13.1%
5.8%
5.6%
6.0%
8.3%
9.2%
7.0% 10.4%
1,402
952
177
545
695
3,771
1,897
1,597
61
6.4%
5.2%
1.2%
3.1%
4.7%
4.3%
4.0%
4.7%
4.5%
750
446
181
481
77
1,935
1,236
564
117
3.4%
2.4%
1.2%
2.7%
0.5%
2.2%
2.6%
1.7%
8.6%
21,826 18,457 14,734
17,776
14,728 87,521
47,853
34,094 1,364
100% 100% 100%
100%
100%
100%
100%
100% 100%
54
Other
186
1,000
23.7%
2,626
62.3%
351
8.3%
217
5.2%
19
0.5%
4,213
100%
TOTAL
3500
23,570
26.9%
50,995
58.3%
7,250
8.3%
3,772
4.3%
1,935
2.2%
87,522
100%
Table 8.1a
Sample (in numbers)

Changing for the better
Not really changing
Changing for the worse
(Dont know)
TOTAL
Table 8.1b
Sample (in numbers)

Proud
Fairly proud
No strong feelings
Slightly ashamed
Ashamed
TOTAL
Table 8.2
Sample (in numbers)

Proud
Fairly proud
No strong feelings
Slightly ashamed
Ashamed
TOTAL
Table 8.3
a)
Sample (in numbers)

Under 5 mins
5-10 mins
11-20 mins
21-30 mins
More than 30 mins
Not within walking
distance
TOTAL

Would you say that, overall your area is ?
Religion
Area
West
1860
500
600
700
900
800
1399
55
3500
6,587 4,994 2,110
2,672
3,657 20,020
11,018
8,115
263
30.2% 27.1% 14.3%
15.0%
24.8%
22.9%
23.0%
23.8% 19.3%
11,019 10,566 10,711
13,708
9,477 55,481
30,737
20,780
919
50.5% 57.2% 72.7%
77.1%
64.4%
63.4%
64.2%
60.9% 67.4%
3,732 2,426 1,282
962
1,229
9,631
4,731
4,463
135
17.1% 13.1%
8.7%
5.4%
8.3%
11.0%
9.9%
13.1%
9.9%
489
472
630
435
364
2,390
1,366
736
46
2.2%
2.6%
4.3%
2.4%
2.5%
2.7%
2.9%
2.2%
3.4%
21,827 18,458 14,733
17,777
14,727 87,522
47,852
34,094 1,363
100% 100% 100%
100%
100%
100%
100%
100% 100%
General image of area
Area
500
600
700
9,463 6,019 5,612
43.4% 32.6% 38.1%
5,053 6,316 5,604
23.2% 34.2% 38.0%
3,816 4,272 3,226
17.5% 23.1% 21.9%
2,428 1,187
199
11.1%
6.4%
1.4%
1,067
664
93
4.9%
3.6%
0.6%
21,827 18,458 14,734
100% 100% 100%
N East
900
8,564
48.2%
5,940
33.4%
2,627
14.8%
377
2.1%
268
1.5%
17,776
100%
West
800
3,152
21.4%
8,586
58.3%
2,391
16.2%
479
3.3%
119
0.8%
14,727
100%
Religion
1860
1399
55
3500
32,810
18,928
12,450
433
37.5%
39.6%
36.5% 31.8%
31,499
16,733
12,412
481
36.0%
35.0%
36.4% 35.3%
16,332
8,704
6,101
381
18.7%
18.2%
17.9% 28.0%
4,670
2,428
2,088
68
5.3%
5.1%
6.1%
5.0%
2,211
1,059
1,043
0
2.5%
2.2%
3.1%
0.0%
87,522
47,852
34,094 1,363
100%
100%
100% 100%
Other
186
624
14.8%
3,044
72.3%
302
7.2%
242
5.7%
4,212
100%
Other
186
999
23.7%
1,871
44.4%
1,145
27.2%
88
2.1%
109
2.6%
4,212
100%
TOTAL
3500
20,021
22.9%
55,480
63.4%
9,631
11.0%
2,390
2.7%
87,522
100%
TOTAL
3500
32,809
37.5%
31,498
36.0%
16,331
18.7%
4,672
5.3%
2,211
2.5%
87,521
100%
General image of area by change of area

Area
Change
Change
Dont
for the Not cha- for the
nging
know
better
worse
TOTAL
408
2234
130
928
3500
9,389 20,947 1,891
583
32,810
46.9% 37.8% 19.6%
24.4%
37.5%
6,226 22,097 2,410
765
31,498
31.1% 39.8% 25.0%
32.0%
36.0%
3383
9626
2508
813
16330
16.9% 17.4% 26.0%
34.0%
18.7%
744
2031
1724
173
4672
3.7%
3.7% 17.9%
7.2%
5.3%
278
779 1,098
56
2,211
1.4%
1.4% 11.4%
2.3%
2.5%
20,020 55,480 9,631
2,390
87,521
100% 100% 100%
100%
100%
How long would it take the average person to walk from your home to the nearest ?
Health care facility/GP
Area
Religion
Other
West
TOTAL
1860
500
600
700
900
800
1399
55
186
3500
3500
4,784 1,283 1,206
1,213
1,122
9,608
5,293
3,711
130
475
9,609
21.9%
7.0%
8.2%
6.8%
7.6%
11.0%
11.1%
10.9%
9.5%
11.3% 11.0%
8,836 6,187 3,370
2,831
3,532 24,756
12,566
10,867
394
929 24,756
40.5% 33.5% 22.9%
15.9%
24.0%
28.3%
26.3%
31.9% 28.9%
22.1% 28.3%
4,544 5,035 5,025
5,078
4,712 24,394
12,615
10,071
311
1,396 24,393
20.8% 27.3% 34.1%
28.6%
32.0%
27.9%
26.4%
29.5% 22.8%
33.1% 27.9%
1,857 2,518 2,738
3,333
1,656 12,102
6,746
4,564
227
564 12,102
8.5% 13.6% 18.6%
18.7%
11.2%
13.8%
14.1%
13.4% 16.7%
13.4% 13.8%
612
838 1,009
1,608
1,590
5,657
3,548
1,602
97
409
5,656
2.8%
4.5%
6.8%
9.0%
10.8%
6.5%
7.4%
4.7%
7.1%
9.7%
6.5%
203
439 11,008
1,193 2,597 1,387
3,715
2,115 11,007
7,086
3,280
10.4% 12.6%
5.5% 14.1%
9.4%
20.9%
14.4%
12.6%
14.8%
9.6% 14.9%
21,826 18,458 14,735
17,778
14,727 87,524
47,854
34,095 1,362
4,212 87,524
100% 100% 100%
100%
100%
100%
100%
100% 100%
100%
100%
55

b)
Sample (in numbers)

Under 5 mins
5-10 mins
11-20 mins
21-30 mins
More than 30 mins
Not within walking
distance
TOTAL
c)
Sample (in numbers)

Under 5 mins
5-10 mins
11-20 mins
21-30 mins
More than 30 mins
Not within walking
distance
TOTAL
d)
Sample (in numbers)

Under 5 mins
5-10 mins
11-20 mins
21-30 mins
More than 30 mins
Not within walking
distance
TOTAL
e)
Sample (in numbers)

Under 5 mins
5-10 mins
11-20 mins
21-30 mins
More than 30 mins
Not within walking
distance
TOTAL
Pub
Belfast
500
S East
600
Area
South
700
9,979 3,196 3,041

45.7% 17.3% 20.6%
7,129 5,239 5,527
32.7% 28.4% 37.5%
2,676 4,936 3,965
12.3% 26.7% 26.9%
810 2,604 1,030
3.7% 14.1%
7.0%
317 1,090
372
1.5%
5.9%
2.5%
914 1,392
798
4.2%
7.5%
5.4%
21,825 18,457 14,733
100% 100% 100%
N East
900
2,073
11.7%
4,935
27.8%
5,281
29.7%
2,190
12.3%
981
5.5%
2,317
13.0%
17,777
100%
Place to buy milk or bread

Area
500
600
700
900
13,046 7,662 6,574
59.8% 41.5% 44.6%
7,316 7,471 6,129
33.5% 40.5% 41.6%
1,165 2,530 1,301
5.3% 13.7%
8.8%
171
241
314
0.8%
1.3%
2.1%
34
122
124
0.2%
0.7%
0.8%
94
432
292
0.4%
2.3%
2.0%
21,826 18,458 14,734
100% 100% 100%
6,410
36.1%
7,802
43.9%
2,512
14.1%
302
1.7%
153
0.9%
597
3.4%
17,776
100%
West
800
3,911
26.6%
5,250
35.6%
3,745
25.4%
719
4.9%
684
4.6%
418
2.8%
14,727
100%
West
800
8,348
56.7%
4,571
31.0%
1,211
8.2%
296
2.0%
189
1.3%
112
0.8%
14,727
100%
Religion
1860
1399
55
3500
22,200
10,816
10,261
298
25.4%
22.6%
30.1% 21.9%
28,080
13,294
12,999
552
32.1%
27.8%
38.1% 40.5%
20,603
11,869
7,254
200
23.5%
24.8%
21.3% 14.7%
7,353
5,057
1,777
71
8.4%
10.6%
5.2%
5.2%
3,444
2,369
777
122
3.9%
5.0%
2.3%
9.0%
120
5,839
4,447
1,026
8.8%
6.7%
9.3%
3.0%
87,519
47,852
34,094 1,363
100%
100%
100% 100%
Religion
1860
1399
55
3500
42,040
21,161
18,616
687
48.0%
44.2%
54.6% 50.4%
33,289
18,899
11,863
525
38.0%
39.5%
34.8% 38.5%
8,719
5,364
2,718
104
10.0%
11.2%
8.0%
7.6%
1,324
897
384
8
1.5%
1.9%
1.1%
0.6%
622
389
211
0
0.7%
0.8%
0.6%
0.0%
39
1,527
1,142
303
2.9%
1.7%
2.4%
0.9%
87,521
47,852
34,095 1,363
100%
100%
100% 100%
Other
186
826
19.6%
1,236
29.3%
1,281
30.4%
446
10.6%
176
4.2%
247
5.9%
4,212
100%
Other
186
1,577
37.4%
2,003
47.5%
533
12.7%
35
0.8%
21
0.5%
44
1.0%
4,213
100%
TOTAL
3500
22,201
25.4%
28,081
32.1%
20,605
23.5%
7,351
8.4%
3,444
3.9%
5,840
6.7%
87,522
100%
TOTAL
3500
42,040
48.0%
33,290
38.0%
8,719
10.0%
1,324
1.5%
621
0.7%
1,528
1.7%
87,522
100%
Post Office
Belfast
500
S East
600
Area
South
700
5,632 3,420 2,295

25.8% 18.5% 15.6%
9,392 6,768 5,259
43.0% 36.7% 35.7%
4,842 5,302 4,503
22.2% 28.7% 30.6%
1,290 1,460 1,744
5.9%
7.9% 11.8%
237
367
416
1.1%
2.0%
2.8%
432 1,141
516
2.0%
6.2%
3.5%
21,825 18,458 14,733
100% 100% 100%
N East
900
3,254
18.3%
5,864
33.0%
5,118
28.8%
1,829
10.3%
770
4.3%
943
5.3%
17,778
100%
West
800
2,684
18.2%
5,878
39.9%
4,459
30.3%
1,040
7.1%
389
2.6%
276
1.9%
14,726
100%
Religion
1860
1399
55
3500
17,285
9,788
6,164
322
19.7%
20.5%
18.1% 23.6%
33,161
16,980
14,269
429
37.9%
35.5%
41.9% 31.5%
24,224
13,150
9,655
329
27.7%
27.5%
28.3% 24.2%
7,363
4,162
2,675
115
8.4%
8.7%
7.8%
8.4%
2,179
1,234
696
86
2.5%
2.6%
2.0%
6.3%
81
3,308
2,538
634
5.9%
3.8%
5.3%
1.9%
87,520
47,852
34,093 1,362
100%
100%
100% 100%
Other
186
1,010
24.0%
1,483
35.2%
1,090
25.9%
411
9.8%
164
3.9%
54
1.3%
4,212
100%
TOTAL
3500
17,285
19.7%
33,161
37.9%
24,224
27.7%
7,363
8.4%
2,180
2.5%
3,308
3.8%
87,521
100%
Primary School
Belfast
500
S East
600
Area
South
700
8,157 6,996 2,313

37.4% 37.9% 15.7%
9,542 7,445 6,014
43.7% 40.3% 40.8%
3,100 2,667 4,604
14.2% 14.4% 31.2%
513
622 1,155
2.4%
3.4%
7.8%
135
177
231
0.6%
1.0%
1.6%
379
552
416
1.7%
3.0%
2.8%
21,826 18,459 14,733
100% 100% 100%
N East
900
3,985
22.4%
7,119
40.0%
4,711
26.5%
863
4.9%
375
2.1%
723
4.1%
17,776
100%
West
800
3,293
22.4%
6,077
41.3%
3,717
25.2%
1,002
6.8%
348
2.4%
291
2.0%
14,728
100%
56
Religion
1860
1399
55
3500
24,744
13,385
10,022
272
28.3%
28.0%
29.4% 20.0%
36,197
19,963
14,061
595
41.4%
41.7%
41.2% 43.7%
18,799
10,115
7,293
308
21.5%
21.1%
21.4% 22.6%
4,155
1,950
1,725
149
4.7%
4.1%
5.1% 10.9%
1,266
733
475
0
1.4%
1.5%
1.4%
0.0%
39
2,361
1,706
518
2.9%
2.7%
3.6%
1.5%
87,522
47,852
34,094 1,363
100%
100%
100% 100%
Other
186
1,065
25.3%
1,578
37.5%
1,083
25.7%
330
7.8%
58
1.4%
98
2.3%
4,212
100%
TOTAL
3500
24,744
28.3%
36,197
41.4%
18,799
21.5%
4,154
4.7%
1,266
1.4%
2,361
2.7%
87,521
100%
f)
Sample (in numbers)

Under 5 mins
5-10 mins
11-20 mins
21-30 mins
More than 30 mins
Not within walking
distance
TOTAL
g)
Sample (in numbers)

Under 5 mins
5-10 mins
11-20 mins
21-30 mins
More than 30 mins
Not within walking
distance
TOTAL
h)
Sample (in numbers)

Under 5 mins
5-10 mins
11-20 mins
21-30 mins
More than 30 mins
Not within walking
distance
TOTAL
i)
Sample (in numbers)

Under 5 mins
5-10 mins
11-20 mins
21-30 mins
More than 30 mins
Not within walking
distance
TOTAL

Park/public open space
Area
Religion
West
1860
500
600
700
900
800
1399
55
3500
7,045 6,914 3,043
4,177
5,623 26,802
14,920
10,400
398
32.3% 37.5% 20.7%
23.5%
38.2%
30.6%
31.2%
30.5% 29.2%
8,770 6,354 5,967
6,013
4,952 32,056
17,282
12,829
488
40.2% 34.4% 40.5%
33.8%
33.6%
36.6%
36.1%
37.6% 35.8%
4,095 2,717 3,570
4,164
2,597 17,143
9,529
6,375
257
18.8% 14.7% 24.2%
23.4%
17.6%
19.6%
19.9%
18.7% 18.9%
1,194
927
770
1,065
575
4,531
2,189
2,019
74
5.5%
5.0%
5.2%
6.0%
3.9%
5.2%
4.6%
5.9%
5.4%
406
521
347
1,078
305
2,657
1,441
964
76
1.9%
2.8%
2.4%
6.1%
2.1%
3.0%
3.0%
2.8%
5.6%
69
316 1,026 1,037
1,279
675
4,333
2,491
1,507
5.1%
1.4%
5.6%
7.0%
7.2%
4.6%
5.0%
5.2%
4.4%
21,826 18,459 14,734
17,776
14,727 87,522
47,852
34,094 1,362
100% 100% 100%
100%
100%
100%
100%
100% 100%
Leisure or sports facility
Area
500
600
700
2,634 1,370
708
12.1%
7.4%
4.8%
6,478 3,802 3,103
29.7% 20.6% 21.1%
5,060 4,624 4,569
23.2% 25.1% 31.0%
2,613 3,203 3,048
12.0% 17.4% 20.7%
2,389 2,066 1,155
10.9% 11.2%
7.8%
2,652 3,393 2,151
12.2% 18.4% 14.6%
21,826 18,458 14,734
100% 100% 100%
N East
900
1,132
6.4%
1,826
10.3%
3,734
21.0%
2,705
15.2%
2,012
11.3%
6,369
35.8%
17,778
100%
West
800
945
6.4%
2,920
19.8%
5,154
35.0%
2,214
15.0%
1,237
8.4%
2,258
15.3%
14,728
100%
Religion
1860
1399
55
3500
6,789
3,209
3,224
110
7.8%
6.7%
9.5%
8.1%
18,129
9,491
7,833
158
20.7%
19.8%
23.0% 11.6%
23,141
12,011
9,632
427
26.4%
25.1%
28.3% 31.3%
13,783
7,403
5,344
301
15.7%
15.5%
15.7% 22.1%
8,859
5,623
2,913
15
10.1%
11.8%
8.5%
1.1%
352
16,823
10,116
5,149
19.2%
21.1%
15.1% 25.8%
87,524
47,853
34,095 1,363
100%
100%
100% 100%
Other
186
1,085
25.8%
1,456
34.6%
981
23.3%
248
5.9%
176
4.2%
266
6.3%
4,212
100%
Other
186
245
5.8%
646
15.3%
1,069
25.4%
736
17.5%
310
7.4%
1,206
28.6%
4,212
100%
TOTAL
3500
26,804
30.6%
32,055
36.6%
17,143
19.6%
4,530
5.2%
2,657
3.0%
4,333
5.0%
87,522
100%
TOTAL
3500
6,788
7.8%
18,129
20.7%
23,139
26.4%
13,784
15.7%
8,860
10.1%
16,823
19.2%
87,523
100%
Public transport
Belfast
500
S East
600
Area
South
700
15,901 15,033 9,927

72.9% 81.4% 67.4%
5,474 2,885 3,702
25.1% 15.6% 25.1%
418
299
765
1.9%
1.6%
5.2%
34
43
140
0.2%
0.2%
1.0%
0
0
71
0.0%
0.0%
0.5%
0
198
130
0.0%
1.1%
0.9%
21,827 18,458 14,735
100% 100% 100%
N East
900
10,081
56.7%
6,147
34.6%
1,050
5.9%
156
0.9%
30
0.2%
314
1.8%
17,778
100%
West
800
10,275
69.8%
2,612
17.7%
1,150
7.8%
366
2.5%
214
1.5%
110
0.7%
14,727
100%
Religion
1860
1399
55
3500
61,217
33,618
23,845
909
69.9%
70.3%
69.9% 66.7%
20,820
11,556
7,852
276
23.8%
24.1%
23.0% 20.2%
3,682
1,711
1,717
98
4.2%
3.6%
5.0%
7.2%
739
314
290
72
0.8%
0.7%
0.9%
5.3%
315
110
204
0
0.4%
0.2%
0.6%
0.0%
8
752
543
187
0.6%
0.9%
1.1%
0.5%
87,525
47,852
34,095 1,363
100%
100%
100% 100%
Other
186
2,845
67.5%
1,137
27.0%
155
3.7%
62
1.5%
0
0.0%
14
0.3%
4,213
100%
TOTAL
3500
61,218
69.9%
20,821
23.8%
3,680
4.2%
738
0.8%
314
0.4%
752
0.9%
87,523
100%
Childrens play area

Belfast
500
S East
600
Area
South
700
8,022 6,842 3,973

36.8% 37.1% 27.0%
7,620 6,225 6,600
34.9% 33.7% 44.8%
3,603 3,024 2,122
16.5% 16.4% 14.4%
1,134 1,022
596
5.2%
5.5%
4.0%
374
246
367
1.7%
1.3%
2.5%
1,073 1,100 1,076
4.9%
6.0%
7.3%
21,826 18,459 14,734
100% 100% 100%
N East
900
4,553
25.6%
7,050
39.7%
3,322
18.7%
952
5.4%
778
4.4%
1,122
6.3%
17,777
100%
West
800
4,960
33.7%
4,713
32.0%
2,850
19.4%
705
4.8%
335
2.3%
1,164
7.9%
14,727
100%
57
Religion
1860
1399
55
3500
28,350
16,549
10,235
405
32.4%
34.6%
30.0% 29.7%
32,208
17,989
12,058
278
36.8%
37.6%
35.4% 20.4%
14,921
7,972
6,127
286
17.0%
16.7%
18.0% 21.0%
4,409
1,595
2,434
210
5.0%
3.3%
7.1% 15.4%
2,100
990
936
0
2.4%
2.1%
2.7%
0.0%
185
5,535
2,757
2,304
6.3%
5.8%
6.8% 13.6%
87,523
47,852
34,094 1,364
100%
100%
100% 100%
Other
186
1,161
27.6%
1,883
44.7%
537
12.7%
169
4.0%
174
4.1%
289
6.9%
4,213
100%
TOTAL
3500
28,349
32.4%
32,208
36.8%
14,921
17.0%
4,409
5.0%
2,100
2.4%
5,534
6.3%
87,521
100%
j)
Sample (in numbers)

Under 5 mins
5-10 mins
11-20 mins
21-30 mins
More than 30 mins
Not within walking
distance
TOTAL
Table 9.1
Sample (in numbers)

The right to carry out
improvements
Right of entitlement to
Self Help Grant
Publishing of clear
standards of service
Greater involvement for
HE tenants
Right to Repair Scheme
Table 9.2
Sample (in numbers)

Yes
No
TOTAL

Church / Chapel
Area
Religion
West
1860
500
600
700
900
800
1399
55
3500
10,226 7,823 3,783
46.9% 42.4% 25.7%
9,035 7,137 5,279
41.4% 38.7% 35.8%
1,906 2,283 4,086
8.7% 12.4% 27.7%
218
738 1,211
1.0%
4.0%
8.2%
154
81
153
0.7%
0.4%
1.0%
288
396
223
1.3%
2.1%
1.5%
21,827 18,458 14,735
100% 100% 100%
3,174
17.9%
8,138
45.8%
4,385
24.7%
736
4.1%
628
3.5%
716
4.0%
17,777
100%
2,762
18.8%
6,496
44.1%
3,643
24.7%
1,003
6.8%
456
3.1%
368
2.5%
14,728
100%
27,768
31.7%
36,085
41.2%
16,303
18.6%
3,906
4.5%
1,472
1.7%
1,991
2.3%
87,525
100%
17,293
36.1%
19,778
41.3%
6,951
14.5%
1,875
3.9%
652
1.4%
1,305
2.7%
47,854
100%
8,932
26.2%
14,204
41.7%
8,018
23.5%
1,819
5.3%
592
1.7%
529
1.6%
34,094
100%
326
23.9%
503
36.9%
385
28.2%
80
5.9%
30
2.2%
39
2.9%
1,363
100%
Other
186
1,217
28.9%
1,600
38.0%
950
22.5%
132
3.1%
197
4.7%
117
2.8%
4,213
100%
TOTAL
3500
27,767
31.7%
36,085
41.2%
16,304
18.6%
3,906
4.5%
1,471
1.7%
1,990
2.3%
87,523
100%
Tenants awareness of the following aspects of Published Standards - ALL RESPONDENTS

Belfast
500
S East
600
12,889 11,802
59.1% 63.9%
6,803 5,820
31.2% 31.5%
4,325 5,190
19.8% 28.1%
3,971 4,876
18.2% 26.4%
4,360 3,049
20.0% 16.5%
Area
South
700
7,393
50.2%
5,909
40.1%
4,260
28.9%
4,262
28.9%
3,846
26.1%
N East
900
10,591
59.6%
7,370
41.5%
7,557
42.5%
6,916
38.9%
4,232
23.8%
West
800
8,428
57.2%
5,106
34.7%
4,659
31.6%
3,834
26.0%
3,772
25.6%
Religion
1860
1399
55
3500
51,103
28,285
19,562
774
58.4%
59.1%
57.4% 56.8%
31,008
16,700
12,122
553
35.4%
34.9%
35.6% 40.6%
25,991
15,550
8,465
585
29.7%
32.5%
24.8% 42.9%
23,859
14,211
7,692
453
27.3%
29.7%
22.6% 33.2%
19,259
10,782
7,014
388
22.0%
22.5%
20.6% 28.5%
Other
186
2,483
58.9%
1,632
38.7%
1,392
33.0%
1,503
35.7%
1,074
25.5%
TOTAL
3500
51,104
58.4%
31,008
35.4%
25,992
29.7%
23,859
27.3%
19,258
22.0%
Have you ever asked the Housing Executive about a decision(s) afftecting you?
Belfast
500
S East
600
Area
South
700
4,590 3,568
607
21.0% 19.3%
4.1%
17,236 14,890 14,127
79.0% 80.7% 95.9%
21,826 18,458 14,734
100% 100% 100%
N East
900
1,851
10.4%
15,926
89.6%
17,777
100%
West
800
768
5.2%
13,959
94.8%
14,727
100%
58
Religion
1860
1399
55
3500
11,384
6,624
3,862
288
13.0%
13.8%
11.3% 21.1%
76,138
41,228
30,232 1,075
87.0%
86.2%
88.7% 78.9%
87,522
47,852
34,094 1,363
100%
100%
100% 100%
Other
186
609
14.5%
3,604
85.5%
4,213
100%
TOTAL
3500
11,383
13.0%
76,139
87.0%
87,522
100%

Informed how Housing Executive arrived at decision
TOTAL
Sample (in numbers)
421
Yes
7,212
63.4%
No
3,272
28.7%
Dont know
172
1.5%
N/A (Still awaiting to hear)
726
6.4%
11,382
TOTAL
100%
Table 9.3
Table 9.4
Tenant awareness of Standards concerning rent payments

Religion
Area
West
1860
500
600
700
900
800
1399
55
Sample (in numbers)
3500
The HE will provide rent
21,195 17,720 14,146
17,416
13,916 84,393
46,403
32,685 1,269
statements (3 mths)
97.1% 96.0% 96.0%
98.0%
94.5%
96.4%
97.0%
95.9% 93.1%
HE will give 4 wks written
20,944 17,732 13,987
17,352
13,659 83,674
46,433
32,089 1,190
notice of rent increase
96.0% 96.1% 94.9%
97.6%
92.7%
95.6%
97.0%
94.1% 87.3%
HE will advise you of any
18,341 15,644 13,093
15,317
12,714 75,109
40,497
29,931
989
entitlement to HB
84.0% 84.8% 88.9%
86.2%
86.3%
85.8%
84.6%
87.8% 72.6%
Table 9.5
Sample (in numbers)

Yes
No
TOTAL
Table 9.6
Sample (in numbers)

Very satisfied
Satisfied
Neutral
Dissatisfied
Very dissatisfied
Don't know
TOTAL
Table 9.7
Sample (in numbers)

Very well
Quite well
Neutral
Quite poorly
Very poorly
TOTAL
Other
186
4,035
95.8%
3,962
94.1%
3,691
87.6%
TOTAL
3500
84,393
96.4%
83,675
95.6%
75,109
85.8%
The HE will issue a newletter (Housing News) to let you know how the HE have performed against
standards
Area
Religion
Other
West
TOTAL
1860
1399
55
186
500
600
700
900
800
3500
3500
17,561 16,176 12,224
15,139
12,503 73,603
40,487
28,704 1,035
3,377 73,603
80.5% 87.6% 83.0%
85.2%
84.9%
84.1%
84.6%
84.2% 75.9%
80.2% 84.1%
4,265 2,282 2,510
2,638
2,224 13,919
7,365
5,390
328
836 13,919
19.5% 12.4% 17.0%
14.8%
15.1%
15.9%
15.4%
15.8% 24.1%
19.8% 15.9%
21,826 18,458 14,734
17,777
14,727 87,522
47,852
34,094 1,363
4,213 87,522
100% 100% 100%
100%
100%
100%
100%
100% 100%
100%
100%
Satisfaction with opportunities to participate in management of estate/area
Area
Religion
West
1860
1399
55
500
600
700
900
800
3500
1,287
994 2,024
1,331
1,392
7,028
3,262
3,556
31
5.9%
5.4% 13.7%
7.5%
9.5%
8.0%
6.8%
10.4%
2.3%
10,929 9,382 4,951
6,977
7,318 39,557
22,833
14,368
677
50.1% 50.8% 33.6%
39.2%
49.7%
45.2%
47.7%
42.1% 49.7%
7,156 6,265 3,096
4,952
2,056 23,525
12,840
8,894
418
32.8% 33.9% 21.0%
27.9%
14.0%
26.9%
26.8%
26.1% 30.7%
1,219
944
246
588
247
3,244
1,874
1,125
112
5.6%
5.1%
1.7%
3.3%
1.7%
3.7%
3.9%
3.3%
8.2%
511
302
127
200
113
1,253
743
455
21
2.3%
1.6%
0.9%
1.1%
0.8%
1.4%
1.6%
1.3%
1.5%
724
570 4,290
3,729
3,600 12,913
6,299
5,696
104
3.3%
3.1% 29.1%
21.0%
24.4%
14.8%
13.2%
16.7%
7.6%
34,094 1,363
21,826 18,457 14,734
17,777
14,726 87,520
47,851
100% 100% 100%
100%
100%
100%
100%
100% 100%
How well or poorly do you feel you are consulted by HE?
Area
Religion
West
1860
500
600
700
900
800
1399
55
3500
5,014 2,745 3,182
5,187
2,571 18,699
10,294
7,433
222
23.0% 14.9% 21.6%
29.2%
17.5%
21.4%
21.5%
21.8% 16.3%
7,959 8,216 8,859
7,455
8,612 41,101
20,836
17,623
608
36.5% 44.5% 60.1%
41.9%
58.5%
47.0%
43.5%
51.7% 44.6%
4,205 3,564 2,071
3,404
1,825 15,069
9,119
4,667
239
19.3% 19.3% 14.1%
19.1%
12.4%
17.2%
19.1%
13.7% 17.5%
2,772 2,729
441
1,141
1,265
8,348
5,099
2,872
128
12.7% 14.8%
3.0%
6.4%
8.6%
9.5%
10.7%
8.4%
9.4%
1,876 1,205
181
590
453
4,305
2,504
1,499
165
8.6%
6.5%
1.2%
3.3%
3.1%
4.9%
5.2%
4.4% 12.1%
21,826 18,459 14,734
17,777
14,726 87,522
47,852
34,094 1,362
100% 100% 100%
100%
100%
100%
100%
100% 100%
59
Other
186
179
4.2%
1,680
39.9%
1,372
32.6%
133
3.2%
34
0.8%
815
19.3%
4,213
100%
Other
186
749
17.8%
2,034
48.3%
1,043
24.8%
249
5.9%
137
3.3%
4,212
100%
TOTAL
3500
7,028
8.0%
39,558
45.2%
23,524
26.9%
3,244
3.7%
1253
1.4%
12,913
14.8%
87,520
100%
TOTAL
3500
18,698
21.4%
41,100
47.0%
15,069
17.2%
8,349
9.5%
4,305
4.9%
87,521
100%
Table 9.8a
Sample (in numbers)

Yes
No
(Dont know)
TOTAL
Table 9.8b
Sample (in numbers)

Yes
No
Dont know
TOTAL
Table 9.8c
Sample (in numbers)

Yes
No
Dont know
TOTAL

Telephone respondents who were transferred to another member of staff:
The member of staff you speak to will deal with you in a courteous manner
Religion
Area
West
772
177
219
302
456
356
625
27
1510
9,603 8,320 8,153
11,679
8,503 46,258
24,290
18,827
751
95.5% 94.2% 94.5%
97.0%
95.1%
95.4%
95.9%
95.4% 88.4%
452
466
317
343
336
1,914
909
735
99
4.5%
5.3%
3.7%
2.8%
3.8%
3.9%
3.6%
3.7% 11.6%
0
48
159
22
99
328
125
176
0
0.0%
0.5%
1.8%
0.2%
1.1%
0.7%
0.5%
0.9%
0.0%
10,055 8,834 8,629
12,044
8,938 48,500
25,324
19,738
850
100% 100% 100%
100%
100%
100%
100%
100% 100%
Other
TOTAL
86
1510
2,391 46,259
92.4% 95.4%
170
1,913
6.6%
3.9%
27
328
1.0%
0.7%
2,588 48,500
100%
100%
The Housing Executive will answer your phone call promptly

Religion
Area
West
772
177
219
302
456
356
625
27
1510
9,440 8,497 8,295
11,284
8,356 45,872
23,862
18,722
815
93.9% 96.2% 96.1%
93.7%
93.5%
94.6%
94.2%
94.9% 96.0%
525
302
257
738
546
2,368
1,276
943
34
5.2%
3.4%
3.0%
6.1%
6.1%
4.9%
5.0%
4.8%
4.0%
90
34
78
22
37
261
187
73
0
0.9%
0.4%
0.9%
0.2%
0.4%
0.5%
0.7%
0.4%
0.0%
10,055 8,833 8,630
12,044
8,939 48,501
25,325
19,738
849
100% 100% 100%
100%
100%
100%
100%
100% 100%
Other
TOTAL
86
1510
2,472 45,871
95.5% 94.6%
116
2,369
4.5%
4.9%
0
260
0.0%
0.5%
2,588 48,500
100%
100%
The member of staff you speak to will give you their name
Religion
Area
West
772
625
27
177
219
302
456
356
1510
5,581 5,104 5,349
8,651
4,954 29,639
15,306
12,142
545
55.5% 57.8% 62.0%
71.8%
55.4%
61.1%
60.4%
61.5% 64.2%
2,970 2,032
995
1,391
1,744
9,132
5,062
3,461
209
29.5% 23.0% 11.5%
11.5%
19.5%
18.8%
20.0%
17.5% 24.6%
1,504 1,698 2,286
2,003
2,241
9,732
4,957
4,135
95
15.0% 19.2% 26.5%
16.6%
25.1%
20.1%
19.6%
20.9% 11.2%
10,055 8,834 8,630
12,045
8,939 48,503
25,325
19,738
849
100% 100% 100%
100%
100%
100%
100%
100% 100%
Other
TOTAL
86
1510
1,646 29,639
63.6% 61.1%
399
9,131
15.4% 18.8%
544
9,731
21.0% 20.1%
2,589 48,501
100%
100%
When phoning a HE Office, were you transferred immediately or did it take some time to find
the right person?
Area
Religion
West
TOTAL
859
237
285
302
456
356
660
28
Other 89 1636
Sample (in numbers)
1636
Staff who answered call dealt
3,674 2,778
0
0
0
6,452
4,235
2,041
34
142
6452
with query
26.5% 23.6%
0.0%
0.0%
0.0%
11.7%
14.2%
9.3%
3.8%
5.2% 11.7%
Transferred immediately
9,337 7,826 7,911
10,705
7,722 43,501
22,408
18,222
617
2,253 43,500
staff/right person
67.4% 66.4% 91.7%
88.9%
86.4%
78.7%
75.3%
83.2% 69.8%
82.5% 78.7%
Took time to reach other
718 1,007
498
1,103
1,037
4,363
2,579
1,323
201
261
4,364
staff/right person
5.2%
8.5%
5.8%
9.2%
11.6%
7.9%
8.7%
6.0% 22.7%
9.6%
7.9%
Was transferred but call not
0
148
0
0
0
148
98
50
0
0
148
answered
0.0%
1.3%
0.0%
0.0%
0.0%
0.3%
0.3%
0.2%
0.0%
0.0%
0.3%
Right person not available
0
0
196
167
143
506
252
148
32
74
506
0.0%
0.0%
2.3%
1.4%
1.6%
0.9%
0.8%
0.7%
3.6%
2.7%
0.9%
(Dont know)
120
32
26
69
37
284
170
113
0
0
283
0.9%
0.3%
0.3%
0.6%
0.4%
0.5%
0.6%
0.5%
0.0%
0.0%
0.5%
13,849 11,791 8,631
12,044
8,939 55,254
29,742
21,897
884
2,730 55,253
TOTAL
100% 100% 100%
100%
100%
100%
100%
100% 100%
100%
100%
Table 9.9
Table 9.10
Respondents awareness of standards concering repairs and improvements to their home

Area
Religion
Other
West
TOTAL
1860
1399
55
186
500
600
700
900
800
Sample (in numbers)
3500
3500
Decorate outside once
10,337 10,780 9,359
11,642
9,875 51,993
28,737
20,238 1,689
1,330 51,994
every 7 years
47.4% 58.4% 63.5%
65.5%
67.1%
59.4%
60.1%
59.4% 49.1%
62.2% 59.4%
Cut the grass in the open
12,968 15,726 12,194
15,076
12,674 68,638
37,153
27,129 2,597
1,758 68,637
spaces
59.4% 85.2% 82.8%
84.8%
86.1%
78.4%
77.6%
79.6% 75.5%
82.3% 78.4%
Compensation for
3,162 1,960 1,652
1,878
1,722 10,374
5,209
4,494
271
400 10,374
approved improvements
14.5% 10.6% 11.2%
10.6%
11.7%
11.9%
10.9%
13.2% 19.9%
9.5% 11.9%
Keep the open spaces in
14,486 14,938 12,424
14,924
12,774 69,546
38,376
26,673 2,725
1,771 69,545
the estate clean & tidy
66.4% 80.9% 84.3%
84.0%
86.7%
79.5%
80.2%
78.2% 79.3%
82.9% 79.5%
60
APPENDIX 2
BACKGROUND TO THE SURVEY
61
BACKGROUND TO THE SURVEY

INTRODUCTION
The 2008 Continuous Tenant Omnibus Survey (CTOS) was the fifteenth comprehensive assessment of
attitudes of public sector housing tenants to be carried out by the Northern Ireland Housing Executive
since 1994. An independent social research company, Ipsos (MORI), was commissioned to conduct the
fieldwork and process the data. The Housing Executives Research Unit conducted the analysis and
interpretation of the results.
The CTOS is a cornerstone of the Housing Executives service delivery in terms of the Northern Ireland
Act (1998), Modernising Local Government In Touch With The People (1998) (Best Value), New
Targeting Social Need and Best Practice; it is also linked to the Housing Executives sixth strategic
objective Delivering better public services.
The annual reporting of results from the CTOS enables the Housing Executive to measure the effect of
action taken as a result of government directives, such as Best Value. The CTOS monitors the level of
customer satisfaction with Housing Executive services and identifies areas for improvement. Continuity
of information gathering, throughout the year, helps reduce bias from any media coverage which might
affect how respondents answer questions.
The survey was carried out over twelve months, from January 2008 to December 2008. The
questionnaire consisted of a main section which was used in each of the four data collection periods and
an omnibus section which changed each period. The omnibus section allowed client groups within the
Housing Executive to carry out very specific research and achieve results quickly which could be linked
to general data collected in the main section e.g. socio-economic characteristics, dwelling type or
geographic location. Findings from each omnibus topic were reported at the end of the data collection
period.
As in previous years, the main section of the questionnaire in 2008 covered the following areas:
economic and demographic household information;
tenure history;
type of contact with the Housing Executive in the last 12 months;
tenant generated repairs;
tenant appraisal of service provision; and
attitude to area or estate.
AIMS OF THE SURVEY
The main aims of the CTOS were as follows:
i) to provide a comprehensive picture of Housing Executive tenants and their views and attitudes to
service provision in 2008 at Northern Ireland, Area and District level;
ii) to facilitate a comparative analysis of tenants' views over time;
iii) to allow collection of specific information for various client groups in the Housing Executive, to
inform the formulation of future policy or programmes; and
iv) to allow the flexibility associated with rapid response by the Research Unit to specific issues without
the delays and expense associated with the commissioning of individual small surveys.
62
METHODOLOGY
The Sample
As in previous years, random sampling was carried out quarterly, beginning in January 2008 (for the
January to March data collection period), from the Housing Executives PRAWL database.
By the end of the year, December 2008, 3,500 tenants had taken part in the Survey. Appendix tables
include base totals; thus, tables showing results for questions asked of all respondents have a base of
3,500 (i.e. the total number of respondents who participated in the survey).
The conduct of the fieldwork is summarised as follows:
interviews were carried out at a rate of 8-9 per month in each district;
approximately 25 tenants were interviewed per district per quarter;
875 tenants across all districts were interviewed per quarter; and
3,500 tenants in 35 districts were interviewed over the year.

In order to ensure 100 per cent response rate, the CTOS operated a system of substitution. Each quarter
a substitute sample of reserve addresses was randomly selected. If any tenant could not be contacted
after three calls, or if they were ill, or if they did not want to participate in the survey, they were replaced
by another tenant within the same district area. The response rate on the main list of addresses was
XX% in 2008.
The proportion of respondents who gave a particular answer was only an estimate of the proportion of all
tenants who would have given that answer, i.e. there was a margin of error, plus or minus the sample
error. The size of the error varies with the size of the percentage and the sample size. The following
table gives margins of error for various percentages and sample sizes at Northern Ireland, Area and
District levels, at the 95% confidence level (95% confidence means that if the same survey were carried
out for 20 samples, exactly the same results would be obtained in 19 of those cases).
If, for example, the percentage is 80% at the Northern Ireland level (3,500) the probable sample error is
1.3%. This means there are 95 chances in 100 that the true figure lies between 78.7% and 81.3%.
Sample Error at Northern Ireland, Area and District levels
(%)
Sample Size:
District
100
Belfast
500
South East
600
South
700
West
800
North East
900
Northern Ireland 3500
10
15
20
25
30
or 95
4.3
1.9
1.7
1.6
1.5
1.4
0.7
or 90
5.9
2.6
2.4
2.2
2.1
2.0
1.0
or 85
7.0
3.1
2.9
2.6
2.5
2.3
1.2
or 80
7.9
3.5
3.2
3.0
2.8
2.6
1.3
or 75
8.5
3.8
3.5
3.2
3.0
2.8
1.4
or 70
9.0
4.0
3.7
3.4
3.2
3.0
1.5
35
40
or 65 or 60
9.4
9.7
4.2
4.3
3.8
3.9
3.5
3.6
3.3
3.4
3.1
3.2
1.6
1.6
45
or 55
9.8
4.4
4.0
3.7
3.4
3.3
1.6
50
50
9.8
4.4
4.0
3.7
3.5
3.3
1.7
It is not possible to report on all data collected by the CTOS due to the small number of responses
received from sub-groups of tenants on specific topics. For example, not all tenants will have applied to
buy their home within the 12 months before interview. Therefore, questions relating to house sales are
relevant to a much smaller sub-group of the sample, which is too small for detailed analysis. However,
management still require some information on the responses of sub-groups at District level.
63
Weighting and Grossing

Each District had a different number of tenants, but the same sample size of 100 tenants per year. Thus,
for example, a District with 1,000 tenants would have to have its sample results multiplied by ten (1,000
100), but a District with 5,000 tenants would have to have its sample results multiplied by fifty (5,000
100). The difference between these factors is known as the weighting and means that the percentages
for Northern Ireland and the Areas take account of the different District sizes. The multiplication to
known actual totals is called grossing. In practical terms, for this Survey, the weighting and grossing
factors are combined.
Different factors were calculated and applied for omnibus sections which were in the field for different
numbers of data collection periods.
Participation in the Survey
Ipsos (MORI) sent a letter to all tenants selected for the Survey, at least two weeks before interviewers
called with them. This letter introduced tenants to the Survey, explaining the background as well as the
aims and objectives. Participation in the Survey was voluntary. Experienced social research
interviewers carried out the interviews with the respondents in their own homes. Interviews lasted on
average thirty-five to forty minutes and respondents were assured that information given would not be
passed on outside the Research Unit in a way which could identify them.
Ipsos (MORI) also conducted a 10% back-check of all interviews. Around 350 tenants who had taken
part in the Survey were selected at random and telephoned, shortly after their interview. Tenants who
could not be contacted by telephone were sent a postal questionnaire to complete and return in the prepaid envelope provided.
Tenants were asked some of the key questions again and responses were checked with their original
answers. Also, tenants were asked if the original interview had been conducted and whether the
interviewer had shown an identity card and used a computer.
CAPI
Ipsos (MORI) interviewers administered the questionnaire, face-to-face with respondents, using a
Computer Assisted Personal Interviewing (CAPI) methodology. The software package used was
In2view. CAPI interviewing is the preferred format for the CTOS, because of the length of the
questionnaire and because of the number of skip sections. The advantages of CAPI are as follows: it
improves speed of response and data validity, it minimises fieldwork errors and punching transcription
errors and reduces the impact of respondent fatigue during the interview.
HOW TO INTERPRET THE RESULTS OF THIS SURVEY
This Survey has a sample size and structure chosen to permit a level of disaggregation down to the
individual housing management districts. Because of the usual constraints on any sample design of time,
cost and manpower, a district sample of 100 households is about the minimum size for valid results,
where a line of questioning applies to all or most of the respondents. However, it must be remembered
that all sample surveys are subject to sample errors as set out in the sample error table on page 65.
Therefore, some of the differences between districts in a given year and from year to year within the
same district may be more apparent than real.
While addresses have been selected at random, the overriding need to achieve an equal number of
responses in each district has necessitated the use of substitute addresses. This compromise, while it
achieves the object of equal achieved sample size, and hence equal sample error, may have been at the
expense of some incalculable, but probably small, variations in the validity of the results.
As in any survey, there is also the possibility, which survey managers try to minimise by uniform
training, that there may be some interviewer variation. This may take the form of inflection in asking
questions, which may result in differing reaction by respondents, or a propensity to interpret respondents'
64
answers differently. On balance, it is desirable, from the point of view of the interviewers reaching the
correct addresses, that each interviewer remains in the same area throughout the survey. The drawback
to this practice is that such interviewer variation will be perpetuated throughout the year and some
apparent differences may be created.
Where the Research Unit notices patterns of differential results between districts within a year, or yearto-year changes in an individual district, these are drawn to the attention of the fieldwork contractor who
conducts appropriate checks with the fieldwork staff. Unfortunately, some of the differences only
become apparent when the complete annual sample is analysed, when it may be too late to take
appropriate avoiding action.
None of these potential problems is unique to the Continuous Tenant Omnibus Survey - they also apply
to surveys conducted wholly in-house and must be accepted as one of the facts of life of conducting
research. The alternative, a 100% survey, is typified by the Census of Population, which requires a
design and organisation lead-in period of several years, and a corresponding data preparation and
analysis period after the Census date. This post-survey delay reduces the relevance of the results.
65
OTHER SOURCES
Corporate Business Plan 2008 - 2011 (Housing Executive)
The Northern Ireland Housing Market (Review and Perspectives) 2008 2011 (Housing Executive)
Housing Statistics 2007/2008
ACKNOWLEDGEMENTS
The Housing Executives Research Unit wishes to acknowledge the contribution of all those who were
involved in the 2008 Continuous Tenant Omnibus Survey, particularly the following:
The Housing Executive tenants who participated in the Survey, whose good will and co-operation made
the Survey possible;
Ipsos (MORI), for conducting the fieldwork;
The CTOS Project Advisory Group;
The Housing Executive's Printroom staff, for printing and binding the report.
Production Team:
Authors:
Clare Johnston
Caroline Lagan
Liz McCambridge
For any information on the Continuous Tenant Omnibus Survey please contact:
The Research Unit, Northern Ireland Housing Executive
2 Adelaide Street, Belfast BT2 8PB
Telephone: 028-9031-8774 Fax: 028-9031-8775
email address: www.nihe.gov.uk
liz.mccambridge@nihe.gov.uk
66

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Continuous Tenant Omnibus Survey Annual Report 2008 November 2009

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Continuous tenant

annual report 2008

The Regional Strategic Housing

CHARACTERISTICS OF HOUSING EXECUTIVE DWELLINGS 2008.. ..

HOUSING HISTORY AND SATISFACTION WITH HOME

TENANT CONTACT WITH THE HOUSING EXECUTIVE ..

2008 Continuous Tenant Omnibus Survey

ANTI-SOCIAL BEHAVIOUR/FORMAL COMPLAINTS PROCEDURE..

HOUSING EXECUTIVE SERVICES

ATTITUDES TO HOME AND ESTATE

RELIGION AND SERVICE DELIVERY ..

2008 Continuous Tenant Omnibus Survey

Background to the Survey

2008 Continuous Tenant Omnibus Survey

Age of population resident in Housing Executive dwellings

Contact via text from Housing Executive

Overall satisfaction with current home (by Area) ..

Visiting Housing Executive Offices (by Area) 2008-2007..

Satisfaction with visit to Housing Executive Office (by Area) ..

Overall satisfaction with visit by Housing Executive staff (by Area)

Respondents who were asked when it would be convenient to do repair

General satisfaction with the repair service (by Area) 2008-2007

Completed repair by satisfaction

Satisfaction with Housing Executive services

Overall satisfaction with Housing Executive service..

Respondents who felt Area was changing.. ..

Repairs and Improvements ..

Overall do you think your home is.?

2008 Continuous Tenant Omnibus Survey

LIST OF TABLES IN TEXT

Benefits received by Household Reference Person and Partner

Telephone callers views of staff who answered their call (Belfast/South

Waiting time to be attended to by staff in Housing Executive Office .. ..

Respondents perception of visit to Housing Executive office 2008-2007..

Satisfaction with service received from repair contractors 2008 -2007 .. ..

Respondents who had used Housing Executive services.. ..

Awareness of changes of circumstances to be reported to the Housing

Executive (respondents in receipt of Housing Benefit)..

Walking distance from respondents home to local services..

Meeting of Standards concerning rent payments (by Area)..

Method of contact (by household religion)..

Satisfaction with contact (by household religion)..

2008 Continuous Tenant Omnibus Survey

Other responses include No Religion, Refused and Dont Know.

2008 Continuous Tenant Omnibus Survey

KEY FINDINGS (MAIN SURVEY)

Home Computer/Internet Access

2.1.10 Bank/Building Society Account

Contact with the Housing Executive

2008 Continuous Tenant Omnibus Survey

Formal Complaints Procedure

2008 Continuous Tenant Omnibus Survey

Awareness of Standards of Service relating to Rent Payments:

2008 Continuous Tenant Omnibus Survey

2008 Continuous Tenant Omnibus Survey

CHARACTERISTICS OF HOUSING EXECUTIVE DWELLINGS 2008

HOUSING EXECUTIVE STOCK

TOTAL POPULATION PROFILE

POPULATION RESIDENT IN HOUSING EXECUTIVE DWELLINGS

Of the total population, 55

DISABILITY/LONG TERM ILLNESS/HEALTH PROBLEM

Housing Statistics 2007/2008(DSD)

2008 Continuous Tenant Omnibus Survey

HOUSEHOLD REFERENCE PERSON AND/OR PARTNER PROFILE: