Introduction
This report contains feedback data from applicants who registered between 1 October 2021 and 31 December 2021
Results
Number of surveys completed: 184
The number of completed surveys has again dropped from the previous quarter (Quarter 2 had 204 responses).
How long did it take you to register?
How easy did you find it to register?
The length of time taken is roughly the same, with just over 2/3 of applicants completing the registration in under 30 minutes. The percentage of applicants who said they had not timed themselves has increased, the actual figures for registrations completed in under 30 minutes is likely to be higher.
The ease of registration also has also remained high, with 90% saying that registration was easy (92% in Quarter 2).
Was there anything you found particularly difficult?
Reasons for finding These Homes difficult to use:
| Can't seem to search properties |
| Couldn’t remember dates for previous homes I lived in |
| Email confirmation |
| Finding houses in the Aberdeen city area |
| found giving details too ridged |
| I just found it very hard to do I couldn't put down all the details I wanted to say I found it very difficult well |
| I was asked to change my password which neither my daughter or myself managed to do due to a glitch in your IT dept. I was supposed to get an email or phone call from someon3 but so far -nothing. I spoke to a helpful girl called Susannah. I think and she told me that if saw anything I could ring and register interest but there has been nothing so far. I got the automatic list for the first week but next week -nothing so I go in and search online |
| I was worried that These Homes might approach my current landlord for a reference before a suitable place and offer agreed. I phoned to check and was reassured. |
| If I'm not mixing you up with other housing associations then the whole process was a nightmare with over 20 online pages, some of which asked the same questions that had previously been answered, like who my current landlord was. And just in case I don't get the opportunity later in this survey, why the heck is the text portion of your emails so flippin' small? |
| Just trying to be honest and accurate about my health was difficult. |
| Remembering dates from previous homes |
| That I live on a boat, so some multiple option questions were impossible to answer honestly. |
| The part that your live with parents but they are moving out so it kinda makes you homeless but you’re not. |
| To be honest it was ages ago. This survey is a bit late. |
Can you think of any improvements that would have made the process easier?
Suggestions for improvements:
| A “none of these” option on multi choice questions. |
| As a lot of applicants will be of advanced years Web designers need to be aware that not all users have it abilities like them | Give more space to give case details |
| I cancelled an application by mistake and there was no way to reverse it. It will be helpful to put an undo option to reverse such a mistake. Thanks |
| It’s too regimented |
| Just give previous addresses without dates |
| lack of houses lol |
| Make changing a password a lot easier than it is now. It really is usually quite a simple thing to do even at my age. |
| Medical conditions list too limiting in length. No explanation given at time of registration, nor anywhere on website, about what the 'priority pass' system is, what the meaning of a particular level is and how this works in context of properties applications. The properties filter set up at time of registration appears to have to be re-requested each time the system is logged in to and it doesn't seem to be applied to the weekly emails being received, which means that way too many (irrelevant) properties are includes in these emails |
| More boxes for medical. Conditions |
| More housing options for city |
| More info about where we stand |
| Sack whoever designed it. |
| The disgrace of an email I was sent after me withdrawing my application. I was told never to reapply. I find this shocking to the core. |
| The section which asked for current landlord details could say when the reference would be taken up. |
| Very good |
| Well I think in myself if you could get help answering these questions and you can speak to someone as to say this is the third time I’ve done this so yes I do think it would be nice to speak to someone to get help when they are disabled and can’t read or write. |
| wish I had someone with me to do these things for me. not very good with computers. have anxiety and depression, get worried I do something wrong |
How have you received information?
‘Other’ methods of contact:
| A friend |
| By email |
| City Council |
| Council |
| Friend |
| Friends |
| Homeless department at Aberdeen city council |
| Internet |
| I've only received email but haven't received anything for logging in too look for properties as that was getting sent separately but haven't got anything yet |
| Sister |
| Through family |
| Through family and friends |
| Through the notes on the application history |
| Wanted move asap |
How do you rate the service?
An average of: 8.20/10