Tenants Perception of VFM summary based on data gathered during first two quarters of 2013. QHS users receive individual analysis and benchmarking data. e mail findoutmore@qhs.org.uk for details

1. Independent Measurement, Performance Assessment & Compliance Testing
Value for money
The Tenants Perception
Approx. 4000 Tenants interviewed Qtr 2 2013
IMPACT

2. Summary Table
QTR1 QTR2
• Repairs 87.2% 85.1%
• Quality of Home 85% 82.9%
• Rent 79.5% 77.7%
• Grounds maintenance 76.2% 74.7%
• Maintaining neighbourhoods 73.6% 72.2%
• Service Charges 65.5% 64.6%
On a scale of 1 to 6 with 1 being poor or non existent and 6 excellent the %’s
above represent tenants scoring a satisfactory 4,5, or 6 individual profile are
on following slides
IMPACT

3. IMPACT
2.9%
4.0%
6.0%
13.5%
29.3%
44.4%
2.5%
4.3%
8.1%
18.0%
33.3%
33.8%
0.0%
5.0%
10.0%
15.0%
20.0%
25.0%
30.0%
35.0%
40.0%
45.0%
1 2 3 4 5 6
poor / Non existent ---------------------------------------------------->Excellent
How do you feel about the value for money of the repairs and
maintenance service?
Qtr 1 Tenants
1769
Qtr 2 Tenants
2087
2.4%
3.8%
8.8%
18.4%
28.8%
37.8%
2.1%
4.2%
10.9%
21.4%
30.3%
31.2%
0.0%
5.0%
10.0%
15.0%
20.0%
25.0%
30.0%
35.0%
40.0%
45.0%
1 2 3 4 5 6
poor / Non existent ---------------------------------------------------->Excellent
How do you feel about value for money of the overall quality of
your home?
Qtr 1 Tenants
1869
Qtr 2 Tenants
2214

4. IMPACT
3.9%
5.2%
14.6%
35.2%
28.1%
12.9%
3.3%
6.4%
15.6%
33.4%
29.9%
11.4%
0.0%
5.0%
10.0%
15.0%
20.0%
25.0%
30.0%
35.0%
40.0%
45.0%
1 2 3 4 5 6
poor / Non existent ---------------------------------------------------->Excellent
How do you feel about the value for money of the services provided for
grounds maintenance? (e.g. parks, open spaces, communal flowerbeds)
Qtr 1 Tenants
938
Qtr 2 Tenants
949
2.3%
5.0%
13.1%
29.4%
30.6%
19.5%
2.2%
4.8%
15.3%
31.5%
29.6%
16.6%
0.0%
5.0%
10.0%
15.0%
20.0%
25.0%
30.0%
35.0%
40.0%
45.0%
1 2 3 4 5 6
poor / Non existent ---------------------------------------------------->Excellent
How do you feel about the value for money of your rent?
Qtr 2 Tenants
1447
Qtr 1 Tenants
1237

5. IMPACT
3.7%
6.5%
16.3%
34.2%
26.8%
12.6%
2.4%
7.3%
18.2%
36.8%
25.9%
9.5%
0.0%
5.0%
10.0%
15.0%
20.0%
25.0%
30.0%
35.0%
40.0%
45.0%
1 2 3 4 5 6
poor / Non existent ---------------------------------------------------->Excellent
Overall, how do you rate the value for money of the services provided in
maintaining the overall appearance of your neighbourhood?
Qtr 1 Tenants
1064
Qtr 2 Tenants
949
9.8%
9.1%
15.7%
31.1%
17.9%
16.5%
7.2%
11.5%
16.8%
30.9%
20.6%
13.1%
0.0%
5.0%
10.0%
15.0%
20.0%
25.0%
30.0%
35.0%
40.0%
45.0%
1 2 3 4 5 6
poor / Non existent ---------------------------------------------------->Excellent
How do you feel about the value for money of the services for
which you pay a service charge? (e.g. communal cleansing)
Qtr 1 Tenants
492
Qtr 2 Tenants
573

6. IMPACT
Participating organisations and QHS members are
supplied with a benchmarking dashboard quarterly.
findoutmore@qhs.org.uk
01260 295826