19/05/2020
Creating great homes together
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#teammagna Creating great homes together
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#teammagna Creating great homes together
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#teammagna Creating great homes together
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#teammagna Creating great homes together
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#teammagna Creating great homes together
3 19/05/2020
Age profile
Under 25 1%
25-34 7%
35-44 10%
45-54 16%
55-64 19%
65-74 23%
75-84 16%
85 and over 8%
#teammagna Creating great homes together
Core area profile
West Dorset 62%
West Somerset 24%
Weymouth and Portland 7%
South Somerset 4%
Taunton Deane 1%
North Dorset 1%
Sedgemoor 1%
Outside Core 0%
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4 19/05/2020
Overall Overall Overall Q4 2019 Q3 2019 Q2 2019 Q1 2019 result 2019 result 2018 result 2017
Overall satisfaction with services 87% 86% 87% 87% 87% 87% 88% Overall satisfaction with quality of 86% 87% 84% 87% 85% 86% 86% home Satisfaction rent provide VfM 87% 86% 86% 88% 86% 87% 86% Satisfaction service charges 70% 68% 70% 72% 69% 71% 68% provide VfM Magna listens to views and acts 69% 69% 68% 71% 70% 71% 71% upon them Satisfaction with neighbourhood 84% 85% 81% 85% 87% 86% 86% Satisfaction with repairs and 79% 79% 79% 81% 78% 82% 84% maintenance
#teammagna Creating great homes together
General needs Sheltered All Q4 Q3 Q2 Q1 All Q4 Q3 Q2 Q1 2018 2017 2018 2017 2019 2019 2019 2019 2019 2019 2019 2019 2019 2019 Overall 87% 86% 86% 86% 88% 86% 88% 87% 84% 89% 90% 86% 88% 89% satisfaction Quality of 85% 87% 80% 85% 82% 84% 84% 88% 88% 92% 90% 90% 90% 91% home Rent VfM 87% 87% 87% 89% 88% 86% 86% 85% 86% 84% 87% 82% 88% 84% Service charges 68% 65% 71% 65% 71% 68% 65% 72% 73% 69% 74% 74% 73% 75% VfM listens to views and 68% 67% 67% 69% 69% 70% 71% 72% 72% 69% 75% 72% 71% 71% acts Neighbour- 84% 84% 79% 83% 87% 85% 85% 84% 87% 86% 87% 86% 89% 88% hood Repairs 78% 77% 75% 77% 76% 80% 82% 83% 84% 86% 88% 81% 86% 88%
#teammagna Creating great homes together
5 19/05/2020
Taking everything into account, how satisfied or dissatisfied are you with the services provided by Magna?
Very satisfied 0 47.41% 1 Fairly satisfied 39.39%
Neither 5.61%
Fairly dissatisfied 4.35%
Very dissatisfied 3.24%
#teammagna Creating great homes together
Taking everything into account, how satisfied or dissatisfied are you with the services provided by Magna? by Tenure
4.46% General needs 46.72% 39.88% 6.05% 2.88%
Sheltered 49.25% 38.06% 4.18% 4.63% 3.88%
Very satisfied Fairly satisfied Neither Fairly dissatisfied Very dissatisfied
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6 19/05/2020
Overall satisfaction by Age
Satisfied Under 25 88%
Satisfied 25-34 75%
Satisfied 35-44 79%
Satisfied 45-54 86%
Age Satisfied 55-64 87%
Satisfied 65-74 89%
Satisfied 75-84 92%
Satisfied 85 and over 92%
#teammagna Creating great homes together
Overall satisfaction by area
Satisfied West Dorset 88%
Satisfied North Dorset 96%
Satisfied Sedgemoor 75%
Satisfied South Somerset 87%
Satisfied West Somerset 85%
Satisfied Taunton Deane 79%
Satisfied Weymouth and Portland 84%
Satisfied Outside Core 89%
#teammagna Creating great homes together
7 19/05/2020
How satisfied or dissatisfied are you with the overall quality of your home?
Very satisfied 43.25%
Fairly satisfied 42.43%
Neither 5.42%
Fairly dissatisfied 5.66%
Very dissatisfied 3.24%
#teammagna Creating great homes together
How satisfied or dissatisfied are you with the overall quality of your home? by Tenure
6.71% General needs 38.17% 45.45% 6.06% 3.61%
3.43% Sheltered 54.03% 36.12% 3.88% 2.54%
Very satisfied Fairly satisfied Neither Fairly dissatisfied Very dissatisfied
#teammagna Creating great homes together
8 19/05/2020
Quality of home by Age
Satisfied Under 25 60%
Satisfied 25-34 74%
Satisfied 35-44 70%
Satisfied 45-54 83%
Age Satisfied 55-64 87%
Satisfied 65-74 90%
Satisfied 75-84 95%
Satisfied 85 and over 96%
#teammagna Creating great homes together
Quality of home by area
Satisfied West Dorset 86%
Satisfied North Dorset 92%
Satisfied Sedgemoor 75%
Satisfied South Somerset 76%
Satisfied West Somerset 87%
Satisfied Taunton Deane 87%
Satisfied Weymouth and Portland 82%
Satisfied Outside Core 89%
#teammagna Creating great homes together
9 19/05/2020
How satisfied or dissatisfied are you that your rent provides value for money?
Very satisfied 52.61%
Fairly satisfied 34.20%
Neither 6.89%
Fairly dissatisfied 4.30%
Very dissatisfied 2.00%
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How satisfied or dissatisfied are you that your rent provides value for money? by Tenure
3.42% General needs 52.95% 34.74% 6.63% 2.26%
6.03% Sheltered 52.19% 32.73% 7.54% 1.51%
Very satisfied Fairly satisfied Neither Fairly dissatisfied Very dissatisfied
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10 19/05/2020
Rent VFM by Age
Satisfied Under 25 88%
Satisfied 25-34 80%
Satisfied 35-44 84%
Satisfied 45-54 87%
Age Satisfied 55-64 86%
Satisfied 65-74 86%
Satisfied 75-84 93%
Satisfied 85 and over 90%
#teammagna Creating great homes together
Rent VFM by area
Satisfied West Dorset 88%
Satisfied North Dorset 96%
Satisfied Sedgemoor 75%
Satisfied South Somerset 86%
Satisfied West Somerset 85%
Satisfied Taunton Deane 87%
Satisfied Weymouth and Portland 87%
Satisfied Outside Core 89%
#teammagna Creating great homes together
11 19/05/2020
How satisfied or dissatisfied are you that your service charges provide value for money?
Very satisfied 35.71%
Fairly satisfied 34.16%
Neither 14.86%
Fairly dissatisfied 9.95%
Very dissatisfied 5.31%
#teammagna Creating great homes together
How satisfied or dissatisfied are you that your service charges provide value for money? by Tenure
10.09% General needs 36.21% 31.71% 16.40% 5.59%
Sheltered 35.37% 37.04% 9.76% 12.80% 5.03%
Very satisfied Fairly satisfied Neither Fairly dissatisfied Very dissatisfied
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12 19/05/2020
Service charge VFM by Age
Satisfied Under 25 58%
Satisfied 25-34 56%
Satisfied 35-44 61%
Satisfied 45-54 66%
Age Satisfied 55-64 65%
Satisfied 65-74 69%
Satisfied 75-84 83%
Satisfied 85 and over 81%
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Service charge VFM by area
Satisfied West Dorset 72%
Satisfied North Dorset 86%
Satisfied Sedgemoor 29%
Satisfied South Somerset 70%
Satisfied West Somerset 68%
Satisfied Taunton Deane 48%
Satisfied Weymouth and Portland 66%
Satisfied Outside Core 75%
#teammagna Creating great homes together
13 19/05/2020
How satisfied or dissatisfied are you with your neighbourhood as a place to live?
Very satisfied 54.01%
Fairly satisfied 30.17%
Neither 5.26%
Fairly dissatisfied 6.03%
Very dissatisfied 4.53%
#teammagna Creating great homes together
How satisfied or dissatisfied are you with your neighbourhood as a place to live? by Tenure
6.39% General needs 51.34% 31.66% 6.25% 4.36%
Sheltered 59.82% 26.69% 5.25% 3.30% 4.95%
Very satisfied Fairly satisfied Neither Fairly dissatisfied Very dissatisfied
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14 19/05/2020
Neighbourhood by Age
Satisfied Under 25 75%
Satisfied 25-34 73%
Satisfied 35-44 77%
Satisfied 45-54 84%
Age Satisfied 55-64 85%
Satisfied 65-74 84%
Satisfied 75-84 92%
Satisfied 85 and over 92%
#teammagna Creating great homes together
Neighbourhood by area
Satisfied West Dorset 85%
Satisfied North Dorset 92%
Satisfied Sedgemoor 58%
Satisfied South Somerset 79%
Satisfied West Somerset 84%
Satisfied Taunton Deane 80%
Satisfied Weymouth and Portland 81%
Satisfied Outside Core 89%
#teammagna Creating great homes together
15 19/05/2020
How satisfied or dissatisfied are you that Magna listens to your views and acts upon them?
Very satisfied 32.22%
Fairly satisfied 37.17%
Neither 14.99%
Fairly dissatisfied 9.55%
Very dissatisfied 6.07%
#teammagna Creating great homes together
How satisfied or dissatisfied are you that Magna listens to your views and acts upon them? by Tenure
9.12% General needs 31.09% 36.93% 16.79% 6.06%
Sheltered 34.64% 37.52% 10.59% 11.04% 6.20%
Very satisfied Fairly satisfied Neither Fairly dissatisfied Very dissatisfied
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16 19/05/2020
Views taken into account by Age
Satisfied Under 25 63%
Satisfied 25-34 53%
Satisfied 35-44 58%
Satisfied 45-54 67%
Age Satisfied 55-64 68%
Satisfied 65-74 71%
Satisfied 75-84 82%
Satisfied 85 and over 80%
#teammagna Creating great homes together
Views taken into account by area
Satisfied West Dorset 70%
Satisfied North Dorset 83%
Satisfied Sedgemoor 58%
Satisfied South Somerset 66%
Satisfied West Somerset 69%
Satisfied Taunton Deane 67%
Satisfied Weymouth and Portland 66%
Satisfied Outside Core 63%
#teammagna Creating great homes together
17 19/05/2020
Generally, how satisfied or dissatisfied are you with the way Magna deals with repairs and maintenance?
Very satisfied 44.45%
Fairly satisfied 34.66%
Neither 6.91%
Fairly dissatisfied 8.13%
Very dissatisfied 5.84%
#teammagna Creating great homes together
Generally, how satisfied or dissatisfied are you with the way Magna deals with repairs and maintenance? by Tenure
9.42% General needs 42.10% 34.20% 7.68% 6.59%
Sheltered 49.47% 35.44% 5.58% 5.13% 4.37%
Very satisfied Fairly satisfied Neither Fairly dissatisfied Very dissatisfied
#teammagna Creating great homes together
18 19/05/2020
Repairs and maintenance by Age
Satisfied Under 25 63%
Satisfied 25-34 57%
Satisfied 35-44 68%
Satisfied 45-54 73%
Age Satisfied 55-64 83%
Satisfied 65-74 84%
Satisfied 75-84 88%
Satisfied 85 and over 90%
#teammagna Creating great homes together
Repairs and maintenance by area
Satisfied West Dorset 81%
Satisfied North Dorset 71%
Satisfied Sedgemoor 75%
Satisfied South Somerset 72%
Satisfied West Somerset 78%
Satisfied Taunton Deane 70%
Satisfied Weymouth and Portland 74%
Satisfied Outside Core 89%
#teammagna Creating great homes together
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#teammagna Creating great homes together
45% 44.6% 44.2%
40% 40.1%
36.7% • Internet use – Mosaic, • 36.3%Repairs per property 35% 34.60% 34.4% Sheltered33.4% housing survey - PGR • 33.6%ASB cases • Preferred contact method 30.8% • Aids and adaptations 30% – Mosaic • Tenant advisor referralsOverall • Satisfaction - PGR 27.9% • Mutual exchangesUnder 35 (157) • Key drivers - PGR 25% 24.7% • Money Matters cases • Financial hardship - Mosaic 35-54 (506) 23.1% 22.8% • Complaints • Magna online services – IT 55-74 (841) 20% • Number of contacts • Attitude to tech – Mosaic Over 75 (486) • Most used channel • Barriers to online 15% engagement - Mosaic, • All HMS data improving as CRM Sheltered housing survey - PGR implemented • Hook to online 10% 9.6% engagement - Mosaic, Sheltered housing survey – PGR 5% • Have email address- HMS 2017 2018 2019 • Have mobile phone number - HMS
#teammagna Creating great homes together
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#teammagna Creating great homes together
0.30 High influence High satisfaction
0.25 Repairs
Views 0.20
0.15 Quality
Rent 0.10 Service charges
Neighbourhood
0.05 Low influence Low influence Low satisfaction High satisfaction
0.00 65% 70% 75% 80% 85% 90% 95% 100%
#teammagna Creating great homes together
21 19/05/2020
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#teammagna Creating great homes together
STAR: Taking everything into account, how satisfied or dissatisfied are you with the service provided by Magna?
Overall satisfaction 93 • Magna has remained just 91 above or just below 89 89 median quartile 88 88 87 87 87 Magna • Upper quartile figure has 85 Upper decreased • Median quartile figure 83 Median % satisfied % Lower small fluctuations but 81 consistent 79 • Lower quartile figure 77 consistent until this year 2012 2015 2017 2018 2019/20 where it has decreased
Overall Magna Upper Median Lower 2012 89 92 89 85 2015 88 92 89 85 2017 88 89 87 85 2018 87 90 88 85 2019/20 87 88 87 80 Creating great homes together
22 19/05/2020
STAR: How satisfied or dissatisfied are you with the overall quality of your home?
Quality 93 91 91 • Magna has remained 89 89 median quartile since 2015 87 Magna 86 86 86 • Upper and median 85 Upper quartile has fluctuated but 83 Median % satisfied % generally decreased Lower 81 • Median quartile figure decreased until this year 79 • Lower quartile figure 77 consistent 2012 2015 2017 2018 2019/20
Quality Magna Upper Median Lower 2012 91 91 89 85 2015 89 92 89 85 2017 86 88 86 85 2018 86 90 87 85 2019/20 86 87 85 84
Creating great homes together
STAR: How satisfied or dissatisfied are you with the value for money of your rent?
VFM rent 93 • 91 Since 2012, Magna has remained just below 89 median quartile 87 Magna • Upper and median 85 Upper quartile has fluctuated but Median % % satisfied 83 Lower generally increased since 81 2015 79 • Lower quartile figure has
77 increased more than the 2012 2015 2017 2018 2019/20 other quartiles – closing the gap between HAs Rent Magna Upper Median Lower 2012 88 88 86 80 2015 86 86 84 80 2017 86 89 87 84 2018 87 90 88 86 2019/20 87 90 88 86
Creating great homes together
23 19/05/2020
STAR: How satisfied or dissatisfied are you with your neighbourhood as a place to live?
Neighbourhood 93
91 • Magna has remained 89 around median quartile until this year where it is 87 Magna
85 Upper lower quartile Median •
% % satisfied Upper quartiles have 83 Lower generally decreased 81 • Median and lower 79 quartiles have fluctuated 77 2012 2015 2017 2018 2019/20
Neighbourhood Magna Upper Median Lower 2012 86 90 87 85 2015 89 91 87 84 2017 86 89 88 85 2018 86 88 87 84 2019/20 84 88 87 84
Creating great homes together
STAR: How satisfied or dissatisfied are you that Magna listens to your views and acts upon them?
Views
79 • Magna has remained 77 about median quartile 75 until this year where it is 73 Magna just below Upper 71 • Upper quartile has Median % % satisfied 69 Lower remained the same 67 • Median and lower
65 quartiles have stayed the same since 2017 63 2012 2015 2017 2018 2019/20
Views Magna Upper Median Lower 2012 71 75 70 65 2015 70 75 70 66 2017 71 75 71 68 2018 71 75 71 68 2019/20 69 75 71 68
Creating great homes together
24 19/05/2020
STAR: Overall, how satisfied or dissatisfied are you with the repairs service you received this time?
Repairs and maintenance (generally) 91 • Magna has remained 89 above median quartile 87 86 85 85 until this year where it is 84 83 Magna just below 82 81 Upper • Upper and median 79 79 Median quartile has fluctuated but % satisfied % 77 Lower generally decreased 75 • Median quartile figure 73 71 decreased until this year 2012 2015 2017 2018 2019/20 • Lower quartile figure has generally increased
Repairs Magna Upper Median Lower 2012 86 87 81 73 2015 85 88 84 79 2017 84 86 82 79 2018 82 85 82 80 2019/20 79 85 81 77 Creating great homes together
ALL 2019 2018 2017 2015 2012
Overall 8%• Below 8% average 7% • 9%Repairs per property 9% Quality of home 9% 8% 9%• 7%ASB cases 6% internet usage • Aids and adaptations VFM rent 6%• Below 5% average 5% • 5%Tenant advisor 6% referrals internet banking • Mutual exchanges VFM service charges 12% 13% 11% 11% 14% • Prefer postal contact • Money Matters cases Views 16% 16% 14%• 18%Complaints 19% • Late to adopt tech • Number of contacts Repairs and maintenance 14%• Barrier 13% - security 10% • 12%Most used channel 11% concerns Neighbourhood 11% 9% 8%• 9%All HMS data improving 14% as CRM • Hook – implemented usefulness/ease
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GENERAL NEEDS 2019 2018 2017 2015 2012
Overall 7% 8% 7% 9% 9% Quality of home 10% 9% 11% 9% 8% VFM rent 6% 5% 5% 6% 7% VFM service charges 11% 13% 9% 11% 14% Views 15% 14% 12% 18% 19% Repairs and maintenance 16% 14% 11% 15% 16% Neighbourhood 11% 9% 9% 13% 12%
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SHELTERED 2019 2018 2017 2015 2012
Overall 8% 8% 6% 8% 8% Quality of home 6% 6% 6% 4% 3% VFM rent 8% 5% 6% 4% 4% VFM service charges 15% 13% 13% 10% 12% Views 17% 16% 17% 18% 19% Repairs and maintenance 10% 9% 7% 8% 10% Neighbourhood 10% 7% 7% 6% 9%
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