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Website Consultation – Feedback Report
We asked residents of Together Housing to give their views on our
new and improved website via a digital survey which ran for a week
during November 2020. Volunteers were sought from a variety of
groups including:
•
Virtual Voice, our online consultation group
•
Customers who had participated in a recent ‘Young Tenants’ Survey’
•
Current users of Together Housing’s App
•
Our Resident Engagement Facebook group
•
Those who had previously taken part in a customer session regarding the
website.
There were 50 volunteers who registered an interest, with 29 responses to the
survey in total (58%).
1. Did you find the design & style of the website appealing?
Response Percent Response Total
1 Yes 96.55% 28
2 No 3.45% 1
answered 29
skipped 0
If no please give reasons (3)
Bright colourful and easy to identify menus etc. One thing I noticed that bothered me on the first page (viewing from a mobile) was that the 'e' on welcome wasn't aligned on the same line as the rest of the word. It formatted to say ""welcom e home"".
In addition, the word residents' -does this require a ' after the s? I preferred the old website. I don't know why you've changed it. Not sure if appealing is the right word to use, it is easy to navigate and nicer looking.
96.5% of respondents found the design and style of the website appealing. A few of
the comments listed above state that the website is easy to navigate around and
looks bright and colourful. There were a few improvements in relation to errors in
how the information was displaying on screen.
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2. How easy or difficult did you find the menus and links to access information?
Response Percent Response Total
1 Very easy 58.62% 17
2 Fairly easy 34.48% 10
3 Neither easy nor difficult 0.00% 0
4 Fairly difficult 3.45% 1
5 Very difficult 3.45% 1
answered 29
skipped 0
59% of respondents found it ‘very easy’ to navigate around the website, with 34% of
respondents finding it ‘fairly easy.’ This is in comparison to 3% who found it ‘very
difficult’ to navigate around the website.
3. Did you find the content of the website relevant?
Response Percent Response Total
1 Very relevant 55.17% 16 2 Fairly relevant 37.93% 11 3 Neither 0.00% 0 4 Fairly irrelevant 3.45% 1 5 Very irrelevant 3.45% 1 answered skipped 0 29
55% or respondents found the content of the website ‘very relevant,’ in comparison
to 3% who found it ‘very irrelevant.’
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4. If you have previously used the Together Housing website, did you find this (upgraded version) easier to use?
Response Percent Response Total
1 Yes 89.66% 26
2 No 10.34% 3
answered 29
skipped 0
If no please give reasons (3)
Basic website similar to many others
Pages not loading, unable to even find where to change the password I preferred the old website. I found it easier to use. The old website was quicker and easier. On this new website there's a grey and white circle which appears in the middle of the screen when you clink on the information links. It appears before the information loads. It's really annoying.
90% of respondents stated that the new (upgraded) version of the website was
easier to use. 10% of respondents preferred the previous website and the comments
about how the website pages are loading reflect this.
5. Is there anything in particular that you liked about the website?
Response Percent Response Total
1 Yes 62.07% 18 2 No 37.93% 11 answered 29 skipped 0 Please specify: Everything
All of the links were easy to use and it is a good way to get advice rather than having to use the telephone service
I liked that the menus option travelled down the page as looking along, saving time scrolling all the way back upto the top of the page to find something else
Everything is so easy to read and relevant to the times we live in. It’s very easy to navigate and the information is clear and precise Nothing really stood out but it’s a ‘friendly looking’ design
Easy to read and understand
The upgrade is Impressive much more efficient, very helpful platform for its Tenants.
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5. Is there anything in particular that you liked about the website?
Response Percent Response Total
Colourful easy to access
How easily I was able to navigate to different sections of the website, on both my android mobile phone, and on my pc.
The colour schemes were not too aggressive and looked good. The behaviour of the menu bar, coming from right to left was very nice too ^_^
Very good job guys! The layout is good
There were less buttons to click where you wanted to go. The text was shorter, clearer and self explanatory. There seemed to me to be more content on there. I love how you can directly submit something through the web page.
Ease of navigation, good update info.
I found it very easy to find anything you need to look for rent tenancy information repairs is all there.
It is just a generic website similar to loads of others
Easy to follow with easy access to information and news relevant to our community.
Clean and easy to navigate, vast improvement on the old site. Was alot better to access and surf around
Simplicity
It is a website for use of tenants was fine
62% of respondents liked particular aspects of the website and this is reflected in the
comments. Common themes include:
•
The ease of navigation around the website.
•
The layout looks better and friendlier.
•
Simple and easy to use.
6. Is there anything we can improve on/or include on the website?
Response Percent Response Total
1 Yes 24.14% 7
2 No 75.86% 22
answered 29
skipped 0
Please specify:
I have emailed some things that I had a problem with to the 'engagement' email address.
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6. Is there anything we can improve on/or include on the website?
Response Percent Response Total
In these difficult times of Covid. Would it be relevant to advertise for the less fortunate, where they may access other help such as food banks.
It would be nice to have information on anti social tenants and a more clear route to how to deal with them.
As usual part owners seem to be absent
As suggested 2 years ago, a direct email link to NO.
Remove the grey and white circle which appears in the middle of the screen before the information loads.
Remove the 'Recite / AAA' logo from the bottom of the screen (bottom left hand corner). It's really annoying.
76% of respondents stated that there are no further Improvements to make.
However, 24% of respondents stated that some improvements could be made, and
these are detailed in the responses above.
7. Please provide any other feedback relating to the website?
Response Percent Response Total
100.00% 29
It looks good
Sometimes it is easier to use the phone call service however the website is a good first use to see if questions and queries can be answered this way
The website was very helpful and easy to use
As good as the website is, if you were to try and find a contact number within the website it’s nowhere to be seen, you can find the address of together housing but no contact with anyone. Yes there are numbers for repairs, but what about complaints.
Also the website use to show housing for lancashire now you have to be sign up to bwithus and sometimes it is impossible to be considered for houses on there, so having housing on your website made it a lot easier to find and have a higher chance of being able to get a house I think it's very easy to use and the links to all the other services you offer are also easy to use. Thank you.
Dont know of anything that needs improvement It’s a big improvement
I like it and will look forward to reading it in the future.
Using the website is very practical, beneficial, excellent website colours and style,
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7. Please provide any other feedback relating to the website?
Response Percent Response Total
Maybe just take a look at how it views on a platforms as I know a lot of people will access on their mobile device.
Overall, I found it to be a pleasant to use, easy to navigate and comfortable experience, i was able to find the information I wanted easily and where I expected it to be, and didn't observe anything that I would call a flaw or issue:) Very nicely made, so give a big thanks to the team for improving it!
Great website ... on the point for everything you need
Brilliant, clear, concise, informative.. a definite improvement and gratefully appreciated
The website is well designed Excellent website.
Excellent
It would be comforting to know that your organisation successfully carries out all the promises on the Tenant charter. I am not convinced that it does
Bright clear and easy access
Liked the site seemed vastly improved from the old site All good in my eyes.
Guess it’s good for tenants Easy to understand Simple
Poor update. Too many bugs to have been released. Please bring back the old website!
Why does it need an answer, if I did not feel I needed to give any feedback that is my prerogative.
answered 29
skipped 0
The final question asked for additional comments. To summarise:
The majority of respondents found the website easy to use and to navigate around,
and an improvement on the old website in terms of style and content.
Recommendations:
•
Check how the site loads using different platforms – for example, we
need to modify how the ‘welcome’ screen appears for mobile phone
users (the ‘e’ of ‘welcome’ appears on a different line for some users)
When we were developing the website, we tested on as many different
devices and browsers as possible, including mobile to replicate the user
experience. Our aim was to make the website mobile-first. We welcome the
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feedback from users who are still not getting the optimised site. This enables
us to make amendments to cater for their device type. The possibilities are
limited however, as there would potentially be an outdated device or brower
which would not support modern sites.
•
Add signposting links to organisations which can offer help and
support, particularly during Covid-19.
As a development to the site, we will signpost to the money, benefits and
living support information we have within our Supporting You from our
Covid-19 information page for ease of reference.
•
Provide clearer navigation to the section giving details about support
from our Anti-social behaviour team.
Our anti-social behaviour toolkit can be found within the Your Neighbourhood
section of the website, accessible from the menus on each page. We have
added the ASB Reporting link on each page of the Anti-social behaviour
reporting toolkit.
•
A couple of residents raised issues around content loading slowly
There are a number of factors which can affect the speed of pages loading.
This can include the age of the device and its browser, or internet and 3G/4G
connection strength.
•
Add clear links to content relevant to shared owners
We worked closely with our Home Ownership team on the development of the
new Home Owners section of the website. This is accessible as a main item
from the top menu and sidebar menu. This section caters for shared owners,
leaseholders and freeholders. Our Home Ownership and Communications
teams will devise communications to these customers to advise them of this
section on the website as it holds a wide range of information relevant to
them.
•
Add direct e-mail links for Neighbourhood Officers –
we’re unable to monitor correspondence that goes direct to an individual
member of staff, for example, if that person is not in work, or doesn’t answer
the query. We need customers to go through our Customer Contact team to
make sure that we have a record, and any contact from customers is formally
logged. All staff have access to our housing management system and can
see when issues are raised, what action has been taken to deal with an
enquiry, and whether staff have replied to customers in a timely and
professional way.
We’d like to thank residents who took the time to respond to the survey.
For further information, please contact Saima Mubeen, Resident Engagement
Officer
