Agenda item - Select Move Survey Results
Agenda item
Select Move Survey Results
Jon-James Martin, Performance and Transformation Officer to present and highlight key findings from the Select Move Survey.
Minutes:
Jon-James Martin, Performance and Transformation Officer presented the findings from the Select Move Survey to explore the experience of Select Move customers, focused on the process, website and experience with support and assistance. The survey was digital with paper copies upon request, but no requests were made.
The survey was live from 1 July to 29 July 2022, and every customer that had used Select Move from April 2019 to March 2022 were invited to participate, which totaled 2652 individuals.
114 responses were received which was a 4.2% response rate, and a non-response rate of 95.8%. It was cautioned that the results of the survey were not considered a representative sample, however, the results could provide insight for those that responded.
54% of respondents were dissatisfied with the process, however, the majority were satisfied with the experience of using the website, and the majority were satisfied with the assistance received.
Members highlighted the responses related to the use of the website, although the website was deemed to be ‘very easy’ or ‘fairly easy’ to use. Feedback suggested that there was difficulty using the Select Move website on a mobile device, which was the most popular way to access Select Move.
It was confirmed that Civica are currently in the process of updating the website to ensure the website is user friendly on all devices. It was expected to be completed October 2022.
Users of Select Move were able to communicate through the Select Move website itself, email, and phone. There was a backlog of correspondents, but with additional capacity, communications were now being dealt with as soon as they arrived. Considering the technological advancements, Members stressed the importance of easy face to face access for those that struggled with technology or just preferred to interact face to face.
It was summarised that a large portion of the users of Select Move did not receive the outcome that they wanted. 56% of users had been on the list for more than 12 months but doesn’t show how much longer than a year. It was noted that the survey didn’t differentiate the waiting times per band, however, as the Housing Register was a register of need, it could be assumed that those waiting the longest were not in the greatest need of housing.
Concern was raised with the open ended responses that highlighted that some respondents with mental health difficulties felt that the process exacerbated their isseus and did not receive the help required. There was also concern about the specific user that was a victim of domestic abuse, and injured while waiting for a property.
It was acknowledged that the highlighted cases would be investigated.
Chorley Council recently appointed a Domestic Abuse Coordinator that worked closely with the Select Move Coordinator to ensure the process was correctly followed.
It was confirmed to initial users were responded to after two or three days, but the speed of the application depended on the swiftness of the correct documentation provided.
It was agreed that all partners of the partnership should be operating on the same policy, with an example given that the Council’s accepted medical evidence from GP’s where as not all housing associations did.
The high wait times reflected a common theme presented throughout the Task Group that there were not the properties available to meet the demand.
Members agreed that 46 out of the 74 responses that asked what Select Move did well was negative or simply ‘no’, was a reason why Select Move was under review by the Task Group.
Decision: The survey results were noted.