Digital inclusion - customer survey Question Title * 1. Please let us know your access to devices Accessibility Smartphone I own and use I don't own but have access to I don't have access to Smartphone Accessibility menu Computer/ laptop I own and use I don't own but have access to I don't have access to Computer/ laptop Accessibility menu Tablet I own and use I don't own but have access to I don't have access to Tablet Accessibility menu Home telephone I own and use I don't own but have access to I don't have access to Home telephone Accessibility menu OK Question Title * 2. What do you contact OHG for and how do you do it Method I contact OHG Raise a repair Drop in to office/face to face Telephone contact centre (0300 number) Telephone other number E.G. Direct line Twitter My Account E-mail/Web form Never contacted Raise a repair Method I contact OHG menu Chase a repair Drop in to office/face to face Telephone contact centre (0300 number) Telephone other number E.G. Direct line Twitter My Account E-mail/Web form Never contacted Chase a repair Method I contact OHG menu Confirm or cancel a repair Drop in to office/face to face Telephone contact centre (0300 number) Telephone other number E.G. Direct line Twitter My Account E-mail/Web form Never contacted Confirm or cancel a repair Method I contact OHG menu To make a payment Drop in to office/face to face Telephone contact centre (0300 number) Telephone other number E.G. Direct line Twitter My Account E-mail/Web form Never contacted To make a payment Method I contact OHG menu Rent queries Drop in to office/face to face Telephone contact centre (0300 number) Telephone other number E.G. Direct line Twitter My Account E-mail/Web form Never contacted Rent queries Method I contact OHG menu Speak to Housing officer or team query Drop in to office/face to face Telephone contact centre (0300 number) Telephone other number E.G. Direct line Twitter My Account E-mail/Web form Never contacted Speak to Housing officer or team query Method I contact OHG menu To report bulk rubbish Drop in to office/face to face Telephone contact centre (0300 number) Telephone other number E.G. Direct line Twitter My Account E-mail/Web form Never contacted To report bulk rubbish Method I contact OHG menu to get information e.g. planned works to your property Drop in to office/face to face Telephone contact centre (0300 number) Telephone other number E.G. Direct line Twitter My Account E-mail/Web form Never contacted to get information e.g. planned works to your property Method I contact OHG menu Purchase parking permits Drop in to office/face to face Telephone contact centre (0300 number) Telephone other number E.G. Direct line Twitter My Account E-mail/Web form Never contacted Purchase parking permits Method I contact OHG menu OK Question Title * 3. Are there any particular problems you currently face when contacting OHG Can't get through on the phone Waiting time on the phone Issue not resolved at first point of contact Bounced around different teams, departments or people The right person is not in the office when I visit Don't get a call back E-mails are not responded to Long wait time when I visit the office I don't have any problems OK Question Title * 4. What, as a One Housing tenant or Leaseholder, would stop you from accessing tasks online Lack of access to computer, laptop or smartphone Worried that my data would not be stored securely Poor user experience (too many clicks, complicated forms, screen to small) Prefer to speak to a person Feel that the task would get lost without a named person to manage it Other (please specify) OK Question Title * 5. Which One Housing services would you like to be able to access online? Report a repair Check a repair status Cancel or change a repair Make a rent payment Check your rent account balance Submit a query for a property manager or housing officer Purchase parking permits Purchase a replacement Fob key Report anti social behaviour Report an abandoned car Report or arrange bulk rubbish removal Check planned works to your property Access your records (One Support, Season and Baycroft only) Make a complaint OK Question Title * 6. Please tell us your age 18-25 26-30 31-40 41-50 51-60 60 + OK Question Title * 7. Which type of accommodation do you live in Tenant in Social Housing Leaseholder Private Rented Supported Accommodation Shared Ownership Care Home Hostel OK Question Title * 8. Are you signed up to One Housings current online portal My Account Yes No OK Question Title * 9. What do you use the internet for? Shopping Online Banking Research Social Media E-mail OK Question Title * 10. For the following activities, what method do you use? Website App Telephone Face to face Shopping Shopping Website Shopping App Shopping Telephone Shopping Face to face Online Banking Online Banking Website Online Banking App Online Banking Telephone Online Banking Face to face Research Research Website Research App Research Telephone Research Face to face Social media Social media Website Social media App Social media Telephone Social media Face to face E-mail E-mail Website E-mail App E-mail Telephone E-mail Face to face OK DONE