To establish who our customers are we have carried out a customer audit of our properties. To date we have collected around 3,000 customer audits from our tenants and 12% of our leaseholders have completed a form.
Our Customer Audit tells us our customers ages, gender, ethnicity, sexual orientation and religion. It also tells us which customers have a longstanding disability, which properties have children and who experiences barriers to accessing services.
This information helps us plan current and future budgets, such as our disabiled adaptations budget, target services and funding such as activities in areas with a higher level of households with youths and provide our services according to customers needs. For example, sending Open House, our newsletter, in large print and audio to those with a visial impairment and require this format.
In addition, the audit identifies which language is our customers preferred choice and identifies our customers religion. This helps us can work around any language barrier by supplying information in alternative languages and using interpreters where necessary and respecting cultural aspects.
Our current customer profile based on information as at 17th June 2008 is displayed below:
Ethnicity: Based on the 3020 tenants who have completed customer audits:
Ethnicity | No: |
Asian Bangladeshi: | 15 |
Asian Indian: | 10 |
Asian Other: | 11 |
Asian Pakistani: | 2 |
Black Caribbean: | 5 |
Black Other: | 2 |
Chinese: | 3 |
Mixed Other: | 7 |
Other: | 15 |
W&B African: | 5 |
W&B Caribbean: | 15 |
White & Asian: | 8 |
White British: | 2771 |
White Irish: | 39 |
White Other: | 68 |
Not Stated: | 44 |
Language: based on 3020 tenants who have completed customer audits
Language | No |
Arabic: | 2 |
Bengali: | 7 |
English: | 2830 |
French: | 1 |
Gujarati: | 1 |
Iranian | 1 |
Italian | 2 |
Kurdish | 1 |
Mandarin | 1 |
Portuguese | 8 |
Russian | 2 |
Spanish | 3 |
Not state | 161 |
Gender: Based on all tenants
Gender | No: |
Male: | 1516 (39.9%) |
Female: | 2283 (60.1%) |
Disability: Based on the 3020 tenants who have completed customer audits
Disability | No: |
Illness or disability with limited household activities | 606 |
Illness or disability with no limited household activities | 315 |
Wheelchair users | 60 |
No disability or impairment | 1448 |
Stairs/steps difficult | 591 |
Age: Based on the tenants for whom we have age information
Age | No: |
Over 60 | 1329 (42%) |
Under 60 | 1836 (58%) |
Religion: Based on the 3020 tenants who have completed customer audits
Religion | No |
Buddhist | 20 |
Christian | 2130 |
Hindu | 6 |
Jewish | 8 |
Muslim | 37 |
Other (which includes: Jehovah Witness, Agnostic, Pagan, Spiritualist, Druid, Atheist & Humanist) | 93 |
Total answering question: 2294
Sexual Orientation: Based on the 3020 tenants who have completed customer audits
Sexual Orientation | No |
Heterosexual | 366 |
Bisexual | 5 |
Gay | 2 |
Lesbian | 3 |
Trans | 1 |
Total answering question: 377
Large Print: Based on the 3020 tenants who have completed customer audits
155 tenants
Audio Tape/CD: Based on the 3020 tenants who have completed customer audits
29 tenants
