Introduction
This report contains feedback data from applicants who registered between 1 October 2022 and 31 December 2022.
Results
Number of surveys completed: 232
The number of completed surveys has decreased from the second quarter of 2022/23 but remains a good response rate.
How long did it take you to register?
How easy did you find it to register?
The time it takes applicants to register has remained consistent in the third quarter with 75% of tenants registering within 30 minutes. The proportion of applicants who had difficulty registering also remains consistently low at 8%, in the second quarter this figure was 7%.
Was there anything you found particularly difficult?
Reasons for finding These Homes difficult to use:
| I'm particularly blind and I found it very hard to deal with, finding the information about joining and there was no help to offer and took almost three months to join up where I missed out on property and I'm a housebound amputee too. |
| Yeah, had to call up as I could log in for a few weeks then it was locking me out. |
| locking me out. |
| Having to list the last 5 houses I lived in as remembering all the dates was hard. |
| Selecting the area and type of property. |
| Medical/mobility questions. |
| Adding details for priority pass. |
| Uploading of documents. |
| The previous address section was time consuming with 4 children and it didn't allow for children under-age of 3. So, my babies had to have 3 years address history. |
| Most of it. Took me a dozen times to register. Providing ID seems to be asked by many of the orgs on your list. My lease is over 20yrs old and I, the council and other agencies had difficulty obtaining it. I do not have a computer. My phone is not that smart. I have sent in details. Someone helping me has sent in details. Yet I am still being asked to provide details. The password did not work and had to be reset yet again. The timescale for viewing props seems very short. They appear and then they are gone. Do not know anything about allocation and being informed as to who secures a property to say it is no longer available. |
| Logging in to view the property. |
| I did this on behalf of an older person and my lack of knowledge of the area and adding the localities was time consuming, but a local person would have been fine. No properties were being flagged up for a long time however a phone call this week to Cloch clarified why this might be the case. |
| Can’t add my severe anxiety and depression and PTSD to my application and sofa surfing is not helping my mental health. |
| Not sure about computers. |
| Sending my proof. It was not you I think it's my age. |
| Trying to give you proof of my ID. |
| The reason I found it difficult was when asking how many rooms you require, and you are asked if your grandchildren stay with you. After you explain your situation, you then get told you can only get a one bedroom. |
Can you think of any improvements that would have made the process easier?
Suggestions for improvements:
| Yes as 95% on these homes and other sites like this only want to move within 10 miles of their present home 4% want a certain postcode AND THE 1% want to move long distance, as I do . There is an answer to this which is have a page for long distance movers and call it (LONG DISTANCE MOVERS) this would be for people who are moving counties/ countries i.e. Cambridge to North Yorkshire, England to Scotland etc. |
| A person on the phone able to help set up applications. | There's nothing for health issues. |
| I have been on for over a month; no help is given to you after your decision has been made. I can see houses I am able to Apply for and I can't. I have cognitive brain symptoms I find it hard to process the method off trying to get a home. |
| Areas, perhaps incorporate small maps? |
| More selection available. |
| I am expecting a girl and now I have a dog, there will be little space for me when a girl is born, I have little space. |
| An upload button for photos of documents. |
| A simple option for the children would suffice for e.g., "same as" parents. |
| Lack of understanding that only properties that had a walk-in shower / wet room will be flagged up rather than all 1-bedroom flats in the chosen area. |
| Would prefer a form, I’m not very good with computers. |
| If you have showed interest on a flat if you don’t get it, they should tell you. |
| It is obvious that you do not listen to people's requests when I did an online survey which one if the questions were do you think people should have an extra room for their grandchildren, so it seems that option is not being implemented. Not many grandchildren would want to share a room with their grandparents, and one room 2 bed spaces does that then mean a person has to sleep in a single bed. |
| I've updated my details and still haven't heard back from housings. So, it would be better if housings got back to you quicker. |
| You can perhaps only let me know of houses that match my request. I want to live in Forfar but have not had any feedback from you of houses in Forfar. Most disappointing. |
How have you received information?
‘Other’ methods of contact:
| East Lothian council advised me to register with ELHA. |
| Word of mouth and information from housing officers very helpful indeed. |
| Family and friends. |
| Support worker word of mouth/telephone. |
| Word of mouth. |
| Family and friends. |
| Friends. |
| Moray council. |
| ELHA. |
| My daughter told me about it. |
| Looking online. |
| Email. |
| An employee told me as I was made to believe you didn’t have anything like this,had to go into office to say that you wanted to be nominated for accommodation |
| Friend who was housed by these homes |
How do you rate the service?
An average of: 8.34/10