Applicant Survey Results (December 2021)
We asked people registered with Homefinder Somerset to give us their views on the new website, the information provided in adverts for homes and the new application form.
767 people completed the survey.
The main findings, and what will be done as a result, are set out below.
Homefinder Somerset website
Most people (81%) who completed the survey said that they found the new Homefinder Somerset website easy to use and understand. However, there was a significant minority (19%) who reported that they did not find the new Homefinder Somerset website easy to use and understand.
People were invited to provide comments on the new website, and how it could be improved. Nearly 350 people provided comments. Whilst several people said that they like the new website, and found it easy to use, some said that they preferred the old website. Others stated that they initially found the new website difficult to use but liked it once they found their way around. A lot of people said that they were frustrated with the fact that they had not been housed and the lack of available homes.
Response:
- Work is underway to review the website to ensure that it is as easy to use and understand as possible.
- A further survey will be undertaken to see if people find the website easier to use once it has been live for over a year
- Some negative views on the website and application form appear to be caused by people being frustrated that they have not been housed.
Information provided in adverts for homes
Less than half of people who completed the survey (44%) felt that adverts gave enough information about the property and surrounding area. Just over a third (34%) said that adverts sometimes gave enough information, but not always. Whilst 22% felt that adverts don’t give enough information about the property and surrounding area.
People were invited to provide comments, and whether there are any details that they would like landlords to include in adverts that aren't currently provided. 280 people provided comments. By far the most common feedback was that people would like to see more photos, including interior photos. Other common feedback was that people would like to see floorplans or room sizes.
Response:
- The results have been fed back to partner landlords and local authorities
- Training and guidance for partner landlords is being developed, and will include the feedback received in this survey
Applying to Homefinder Somerset
Over three quarters (77%) of people said that they found the application form easy to understand and complete. However, 23% said that they did not find it easy to understand and complete the application form.
People were invited to provide comments about the application form, and ideas of how it could be improved. 90 people provided comments. Several people stated that they found the form much easier than the previous version, whilst others stated that it was too long. Some people stated that they would need help completing the form and some complained at the length of time taken to hear back after submitting the form. Some people complained at having to complete the whole form from scratch when updating their details. This is something that is being addressed, and it is hoped that from September 2022 people will be able to review the details they have previously provided, and only update those that have changed.
Response:
- Work is underway to review the application form to ensure that it is as easy to understand and complete as possible.
- An improvement will be introduced which will mean that people will be able to review the details they have previously provided, and only update those that have changed, rather than having to complete the whole form again from scratch.