Introduction
This report contains feedback data from applicants who registered between 1 January 2022 and 31 March 2022.
Results
Number of surveys completed: 161
The number of completed surveys decreased slightly from 184 in quarter 3.
How long did it take you to register?
How easy did you find it to register?
The time it takes applicants to register has improved, with 75% of tenants registering with 30 minutes. In quarter 3, this figure was 68%. The proportion of tenants who had difficulty registering dropped considerably, from 10% in quarter 3 to only 4% in quarter 4.
Was there anything you found particularly difficult?
Reasons for finding These Homes difficult to use:
| Remembering past addresses. |
| It wasn't that it was difficult, and this won't affect everyone but I found the health section tricky due to the limit of health conditions you can add as I have more than the limit. But I did add additional information in the box I could type info in. |
| Applying for houses I can't seem to apply, and there's a few properties I have liked on the website but can't seem to get any further on, as in applying for property's. |
| Logging in and out in the process of registering. |
| As I forgot to take a note of the suggested strong password I cannot now access the account - there is no facility to reset and an email I sent to ask for help hasn't yet been answered :( |
| How I know it is been no often to me, I needs know how many I am list as shortly? |
| Password was difficult. Also it doesn’t matter how many times I try I cannot access what properties are actually available. |
| There was no immediate acknowledgement that I had registered. |
| The priority passes are very confusing. |
| Adding a photo of evidence, doing it from my phone meant having to try and turn the image into a PDF format for download. Got there in the end but was a little tricky! |
| I was facing being homeless and don't think the site was helpful in this circumstance. Even after getting registered it wasn't clear how and who to contact. |
Can you think of any improvements that would have made the process easier?
Suggestions for improvements:
| Removing the limit of how many health conditions that you can add would be the only thing for me. |
| A number to call or troubleshooting. | When trying to find property’s the website doesn’t always show the all and very slow. |
| Add a 'forgot your password' facility. |
| I think it would be better if people were automatically registered with These Homes when they submit a homeless registration. It's a very difficult and stressful time without having to register with multiple sites especially if WiFi/ Internet is a problem as it was for me. |
| If all council could be linked all together, that way it would help people like me finding it hard to pass on information. |
| I try find information as bronze, silver, gold or other award - information what explains and I’m try to find right for award. |
| Insert a message: Registration successful. |
| The questions need to be more basic and relevant to the section. |
| Allowing to upload any format of evidence as long as it’s clear. |
| Making the site less complicated. With all the agents being together in the same site, it's not easy to know who to contact. I found the site also takes out information that already been added for some reason. |
| Should have been a straight forward transfer between housing authorities. |
How have you received information?
‘Other’ methods of contact:
| From council |
| My friend set up my These homes Website . I am current unable to apply for houses. |
| A friend told me about you |
| I found it myself on the internet |
| Friends |
| Through a friend |
| Family |
| Friend and family |
| Internet |
| Neighbours |
| Council |
How do you rate the service?
An average of: 8.66/10