Introduction
This report contains feedback data from applicants who registered between 1 July 2024 and 30 September 2024.
Results
Number of surveys completed: 144
The number of completed surveys has decreased in the second quarter from 179 in the first quarter.
How long did it take you to register?
How easy did you find it to register?
The percentage of applicants registering within 30 minutes has increased to 76% from 72% in the first quarter. The proportion of applicants who had difficulty registering remains consistently low at 9%.
Was there anything you found particularly difficult?
Reasons for finding These Homes difficult to use:
The dates for the last 3 years kept saying I could not put in the dates I had to but got there after a couple of days. |
The time limit for initial registration, it took 3 attempts. It was not easy to have to complete all the health pages over again. Also we have 2 adults in the household, registered at 2 different doctors, and your form does not like this. It only has space for one. I would suggest a longer time to complete, and explain that you need permission to hold data, maybe a text or phone call at that point, and an extension if you feel it is warranted. We also felt that we needed to obtain photos of evidence of mould/ damp penetration , but there is no place where we can add this evidence. |
Because I had previously registered and I am a current tenant it was unclear that I needed to contact yourselves so that I could register to begin a new search. |
Understanding what information was required by some questions. |
The link from my landlord, Oak Tree, failed when I tried to use it. I had to contact the council department to explain my problem, and they kindly sent me a link to complete my registration. |
Trying to explain living on 11th floor in block of flats. |
Did not work online, had to go to the office. |
The wording about address and previous addresses was confusing to this neanderthal!! |
The last addresses as it kept saying it wasn’t correct. |
I attempted to sign up to ‘These homes’ on many, many ocassions and I was unable to access it due to being told that my details were incorrect/failed. |
Difficultly initially getting started. Also worried at the end as wasn't sure if the application had successfully been submitted. |
Not being able to fill the form correctly due to my medical issues. |
Can you think of any improvements that would have made the process easier?
Suggestions for improvements:
It would be nice to have a place on the form to add extra information / comment as circumstances are not always as straightforward as your questions are. |
Electric heating required. |
The part for the 3 years past housing. |
Login in can be difficult sometimes. |
Less repeating of details. Once entered, details should be retained from page to page and also kept when pausing filling in application. |
See above answer. Maybe a list of all info needed beforehand would make the form quicker. |
Make the above clear...' if you are an existing tenant please contact etc |
Help boxes, describing meaning behind some questions. |
There's not enough photos of the properties you can apply for. |
Application forms. |
Quicker responses to troubleshooting. |
I think that if you are registering with you then the companies should be interlocked to 1 registration rather than filling the same thing in for each company. |
It's probably just because of my age and not being confident in filing out forms online. |
I specifically asked for a certain area but get send lots of other areas. |
No contact as promised. |
You need to be more respectful. The way you knock people back who genuinely have priority passes that they have a right to. I’ve been awarded no passes even though my consultants are at REI |
How have you received information?
Printed Letters | Emails | Facebook Posts | Phone Calls | Other | |
---|---|---|---|---|---|
Number | 6 | 131 | 4 | 9 | 7 |
‘Other’ methods of contact:
Friend. |
Website. |
My Son has a home via this route, and it was he who advised us to go down this route as opposed to the council. |
Council. |
Via Aberdeen care services. |
Was a tenant before. |
The council. |
How do you rate the service?
An average of: 8.4/10