Housing for Varying Needs Review - Aberdeen City Council

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NeedsHousing for Varying Needs ReviewTable of ContentsPageIntroduction 3Methodology and data limitations 3Summary of Survey Results 4 - 7Conclusion 7ResultsQuestion 1: What is the name of your sheltered housing complex?Question 2: What facilities does your sheltered housing complex provide?Question 3: Thinking about the options you ticked in Question 2, howsatisfied are you with these facilities?Question 4: If your complex has aguest room, do you want the current charge to be reviewed?Question 5: Have you or your spouse/partner benefitted from thisenhanced onsite service?Question 6: If you answered yes to question 5, how satisfied were you withthe service you received?Question 7: Sheltered Housing provides a variety of services to tenants.How important are the following support services provided by your seniorpersonal carers in making it a good place for you to live in.Question 8: Thinking about the options you ticked in Question 7, howsatisfied are you with any of the services you have received in the past 6months?Question 9: Have you ever needed to call for help between 6.00pm and8.00am?Question 10: If you answered yes to question 9 and thinking about the lasttime you called for help between 6.00pm and 8.00am, how satisfied wereyou with the response you received?Question 11: Please provide information about social activities in yoursheltered housing complex?Question 12: How strongly do you agree or disagree with the followingstatements about living in your sheltered housing complex?Question 13: If you said ‘strongly disagree’ to any part of Question 12, canyou tell us why that is?Question 14: Please tick the answers that best describe your viewsQuestion 15: If you said ‘strongly disagree’ to any part of question 14, canyou tell us why that is?Question 16: How did you make the decision to move into shelteredhousing? Please tick the box that best describes your decision to move:Question 17: Can you please tell us your 3 main reasons for moving intosheltered housing?Question 18: Do you feel safe in and around your sheltered housingcomplex?Question 19: Do you know how to make a complaint about the servicesyou receive?Question 20: Have you ever complained about any aspect of yoursheltered housing or your housing support service?Question 21: If you answered yes to question 20, how satisfied were youwith the way your complaint was handled?Question 22: Below is a list of general statements about sheltered housing.We are interested in finding out whether you agree or disagree with thefollowing statements.Question 23: Do you have any further comments you wish to make inregards to sheltered housing and housing support services in the city?Introduction7189101112131415161718191920 - 21212223232425252626
Housing for Varying Needs ReviewAberdeen City Council currently provides sheltered housing to approximately2300 residents in Aberdeen City. The sheltered housing service aims toprovide older people with a high quality of accommodation and supportservices, to meet a wide range of needs, thus enabling residents to liveindependently, safely and in comfort.In May 2010, Aberdeen City Council carried out a customer survey with shelteredhousing residents. The survey was designed primarily to gauge current levels ofsatisfaction with sheltered housing facilities and the services they receive but alsoasked residents their views about the charging system, complaints handling and theirreasons for living in sheltered housing. Surveys were completed anonymously asthe service was keen for residents to respond honestly and openly. To ensureservice improvements could be directed quickly to those complexes where they weremost needed and to identify areas of good practice from which we could learn for thewhole population of sheltered housing residents, we asked respondents to tell uswhich sheltered housing facility they lived in.The information provided will be used as part of the Housing for Varying NeedsReview and to inform future policy on the development of high qualityaccommodation, care and housing support services that meet the needs andexpectations of residents as efficiently and effectively as possible. We wanted tounderstand what we are doing right, and what we need to improve.Methodology and data limitationsThe survey questionnaire was designed to provide Aberdeen City Council withsome general information about the experience of residents receiving theseservices. It was not designed as an in-depth or ‘group specific’ exercise, butinstead to provide some baseline satisfaction data that can be used to monitorand track satisfaction levels as services develop.At the end of April and the beginning of May 2010, questionnaires weredistributed to 2147 sheltered housing residents through the managers andteam leaders of their support service. Residents were invited to a pre-surveymeeting, held in their sheltered housing complexes, where the aims of thesurvey were explained and sources of support for completion of thequestionnaire were provided. It is important to note that Senior PersonalCarers were not involved in the meetings, completion of the questionnaires oranalysis of the results. We received a total return of 1492 surveys. Thisequates to 69.5% of the questionnaires distributed.The questionnaire was intended to be ‘live’ for 3 weeks but this was extendedby a further 2 weeks to ensure residents who were absent had the chance torespond. As well as the questionnaire, a cover letter and pre-paid envelopewere also included.72
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Housing for Varying Needs Review - Aberdeen City Council

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