Welcome to WCC's Consultation Pages.

About the service you, WCC tenants, are receiving from PH Jones.

The questions asked were split into three different categories;

• Questions about the heating system in place.
• Your PH Jones appointment
• Your experience working with PH Jones

   

We had 369 completed responses representing a wide selection of all tenants.        

Age breakdown of respondents.

Below is a summary of some of the responses. All responses can be viewed in the full report by following the link on the PH Jones 'closed consultation' page. 

Different Heating Systems

Your PH Jones appointment

While it is positive that 93% of the time the PH Jones engineer freely offered their ID this does leave 7% whereby the tenant has had to ask for the engineer to produce it. There are a number of reasons for members of staff wearing their ID, not least to display they are who they say they are. There are occasions when another specialist contractor, not from PH Jones, may have to attend an appointment. From some of the responses in this survey it has become clear that tenants are not always aware when it will be a different contractor attending. On these occasions it would be even more important to be displaying appropriate ID.

If there is to be a second visit and this is known during the first visit, it should be arranged with the tenant there and then. The results here show that 52%, a small majority, of respondents have in fact said the second appointment was made at a later date. 

Your experience of working with PH Jones

It is clear the experience of working with PH Jones is a mixed bag. While there are a number of positive experiences, it isn’t acceptable that 15% of tenants rate the service as being poor.

Here is a brief overview of some of the free text responses when asked, what improvements would you like to see in the service provided by PH Jones?

These results have been shared with PH Jones and further consultation between WCC and PH Jones will be taking place. As a result of these initial conversations the following actions have been put into place;

• Work is underway to address the issue of the branding of specialist contractors.
• Since the survey was carried out PH Jones have increased the engineer resource by 50% for gas works and have recruited more office / administration staff. As a result of this increase and an engineer briefing any follow-on visits should be booked at the time of the initial visit. PH Jones are also confident there will be a reduction in the amount of unfinished repairs and an improvement in call answering. 
• Van stocks have been reviewed to ensure they are carrying more of the parts used regularly.
•  Engineers are being reminded to complete and leave the relevant customer checklist forms with the tenant on every visit. 

There were a number of responses complaining about unfinished work. These are being investigated further and where appropriate the tenants have been contacted directly.

Winchester City Council are reviewing the Mutual Exchange policy that allows council tenants to complete a mutual exchange to a property with one bedroom more than their assessed bedroom need. We wanted to get tenant’s views on the current policy and the proposed change. 

The questions asked were split into different categories;

• The Policy, how you as tenants feel about the current policy and the possible change.
• Your Mutual Exchange experience, were you kept up-to-date and how you felt about the process.
• The HomeSwapper service, are you aware of the service, have you used it, did you find it useful?

We had 357 completed responses representing a wide selection of all tenants.                

Age breakdown of respondents.

Below is a summary of some of the responses.

The Policy

It is clear from the questions relating to the policy that tenants opinion is divided evenly.

39% either agree or strongly agree to the proposed policy change, whereas 40% either disagree or strongly disagree.

There were 142 responses in the free text box. Again, these responses were very mixed. A lot of the comments said that it depends on individual circumstances, for example; family taking on caring responsibilities for other family members, someone with a disability needing the room for equipment, medical supplies or a carer to stay, a family planning for their future need for more children. While the opposing view made it clear that the shortage of social housing should be a factor and that there are families who need the extra bedroom immediately.

Your Mutual Exchange Experience

The majority of tenants who have completed a mutual exchange felt they were kept up to date during the process. But the majority would have found it useful to be able to track the progress online. This is not currently something that is available.

Some of the comments that were given in the free text box suggest that the process took longer than anticipated. Comments also suggested that the rights of the incoming tenant when alterations have been made to the property by the previous tenant needs to be made much clearer.

HomeSwapper Service

While 66% of respondents did not find their exchange partner through the HomeSwapper service, when it is used 46% of people were either satisfied or highly satisfied with the service compared with 26% dissatisfied or very dissatisfied.

As stated above there has not been a clear view one way or another to the questions regarding the policy and potential change. The current policy is still being reviewed and the results of this consultation will be taken to the Housing Cabinet for further discussion.

The possibility of being able to track your mutual exchange online throughout the process is being looked into.  

Further consultation will take place in the New Year to discuss process mapping. This will all go towards making the whole process smoother and clearer for tenants.  

A meeting has been planned with a representative from the HomeSwapper Service to discuss the results from this consultation.

When analysing the responses, if a tenant has made a comment that requires further investigation, they are being contacted via the email address supplied in the survey.

We asked for the opinions of Winchester City Council Tenants on using online surveys as another way of collecting tenant views, and whether receiving an incentive would increase engagement.

Would you be interested in receiving short online surveys?

• 67% of respondents said ‘yes’
• 16% said ‘no’
• 16% wanted to know more first
• (the question was not answered by 0.7% of respondents).

Would you be more likely to return a survey if you received a reward?

• 43% of all respondents said ‘yes’
• 38% said ‘no’
• 19% said they wanted to know more first
• (the question was not answered by 0.7% of respondents).

We looked at the age demographics for the questions above. Of particular note is the difference in responses between the Under 55 and Over 55 age groups.

•  Under 55 age group
  • 60% Yes
  • 22% No
  • 18% Want to know more first
  • (the question was not answered by 0.5% of respondents)
• Over 55 age group
  • 29% Yes
  • 52% No
  • 18% Want to know more first
  • (the question as not answered by 0.8% of respondents)

68 of the respondents received a further email responding to their request for more information regarding being an Involved Tenant.

A focus group to investigate the possibility of a reward scheme is being organised.

Future online consultations with tenants are in the pipe line.