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Results of our Resident Choice Survey

14 December 2021

We want to ensure we provide our services in ways that all residents find convenient and easy. You may prefer to access our services online through our website, or by social media channels, your My Network Homes account or email, or you may prefer to contact us by phone, in person or by letter. 

So we can understand what you prefer, we carried out the Resident Choice Survey between 11 October and 5 November 2021. Surveys were posted to all residents and texted or emailed to anyone we had contact details for.

We had 1323 responses, with 323 being completed online and the rest mailed back to us to be entered by our group of staff volunteers for analysis. Thank you to everyone who took part.

What we learnt

  • On average 64% of respondents are at least somewhat confident in using the internet. Our data shows the level of confidence goes down for groups over 44.
  • A large proportion of residents who responded felt they lacked digital skills or have a dislike for the internet and don’t feel Network Homes is able to support them in overcoming this barrier
  • Residents in London are keener than those in Hertfordshire and Outer London to move to digital interactions.

Why responding to surveys is important

We’re committed to learning from residents to tailor our services so that our responses are representative of our diverse resident population. This helps us improve decision making processes to suit as many people as possible and create more capacity for bespoke services for people with additional needs or to help resolve complex cases.

In analysing the survey we found the following:

  • 41% of responses were from residents over 65, but we have a resident population of which only 28% are over 65.
  • 53% of responses were from people who identify as white British despite being 38% of our resident population.
  • Less than half of respondents are aware Network Homes has an online portal for self-service.
  • The age range of residents over 65 is wide and we should provide more options to select age from based on this for better data analysis in future.

The survey findings and information gathered by the Resident Choice Strategy Focus Group was presented to the Network Homes Board to support us in adapting our future services. We’ll continue to share opportunities to be involved in the Resident Choice Strategy and will look to hear from a more diverse range of people which reflects our resident population.

And the winner is…

We had 703 people enter the £100 voucher prize draw. With use of a random number generator, for a fair selection process. Congratulations to person 156 of Alfred Road in West London!

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