quality counts - Housing Quality Network

QUALITY COUNTS Results of the Affordable Homes Programme Quality Audits 2014 to 2015

October 2015

Quality Counts 2014 to 2015

Contents Executive summary ................................................................................................... 3 Introduction ............................................................................................................... 5 Key findings............................................................................................................... 7 Home design: what matters to residents.................................................................. 10 Internal space, storage and layout ....................................................................... 10 Kitchen and appliances ........................................................................................ 13 Light and windows................................................................................................ 14 Private outdoor space .......................................................................................... 15 In response: making the case for good design and sustainability ............................ 17 The process: what providers and local authorities think ........................................... 19 Providers .............................................................................................................. 19 Local authorities ................................................................................................... 21 Conclusion .............................................................................................................. 25 Annex A - Building for Life assessment ................................................................... 28 Annex B - Resident feedback .................................................................................. 30

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Executive summary Quality counts. The design decisions that we make in creating homes and streets, directly influence the daily lives and well-being of residents. Understanding better how residents feel about their homes, helps identify the cost-effective improvements that will have most impact on future projects. Each year the Homes and Communities Agency (HCA) undertakes a survey of residents and partner organisations to obtain feedback on the quality and design of homes funded under the Affordable Homes Programme (AHP). This Quality Counts report summarises the results of the 2014 to 2015 survey, based on visits to 136 schemes across 118 local authorities and interviews with 290 residents. Residents like: Residents like their new homes. When asked ‘what features of your home do you particularly like?’ -

space and storage is the most liked feature, cited by 89 residents (31%)

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private outdoor space is the second most liked, mentioned by 58 residents (20%). This relates to balconies, front and rear gardens and patio doors to them

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layout of the home, or parts of it, is the third, cited by 39 residents (13%)

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light and windows is the fourth, cited by 32 residents (11%)

Residents would like to improve: Residents replied to ‘What features of your home could be improved?’ with a range of issues. -

private outdoor space is the most often mentioned feature for improvement, by 72 residents (25%). This is more than the amount of people that particularly liked it.

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the kitchen is the second most commonly mentioned issue - 60 residents (21%) want to see improvements.19 residents (7%) would prefer a kitchen diner.

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space and storage was liked by 89 people (31%) but 53 residents (18%) also mentioned them as an area for improvement.

Providers told us: Important to success was:

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good design: the success of the scheme is down to good design. Investing in a good design team makes financial sense.

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neighbour and resident consultation benefits the developer, provider and the local community

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considering ecological surveys and related issues at an early stage avoids costly delays.

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Local authorities told us:

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They are developing specialised housing for vulnerable and older people more closely matched to their care needs.

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They see many benefits to the wider local area resulting from the affordable housing schemes we surveyed.

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Consultation means schemes meet with less resistance.

The HCA will continue to assess schemes built under current and future programmes. The process will provide essential feedback to help improve the quality of homes, neighbourhoods and residents’ lives.

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Introduction Purpose: Each year the Homes and Communities Agency (HCA) undertakes a survey of residents and partner organisations to obtain feedback on the quality and design of homes funded under the Affordable Homes Programme (AHP). This ‘Quality Counts’ report summarises the results of the 2014 /15 survey. Through the ‘Quality Counts’ report, the HCA continues to:    

disseminate key messages and lessons learnt from the visits and interviews play a role in identifying areas of design and quality that are important to residents and where future schemes may be improved monitor partner performance in terms of quality and resident satisfaction whilst ensuring compliance with agreed quality standards gauge the extent to which design and quality policy objectives have positively impacted upon residents

To assist with the second of these, a quality checklist, derived from resident responses, has been included in the conclusion of the document.

Method: HCA Design Managers visited a sample of developments, carried out Building for lLife assessments (reported at Annex A) and interviewed residents to assess design quality. During the interviews, residents were asked to rate their satisfaction with their home and surroundings on a scale of 1 to 5. Design managers recorded their comments. The HCA collected additional feedback from registered providers (RPs) and local authorities. HCA then produce ‘Quality audits reports’ on each scheme, using this evidence. ‘Quality Counts’ uses data and evidence from the audits to draw out key themes. Visits covered 136 schemes spread throughout the country (see Figure 1) and 290 residents were interviewed (when looking at subsets of residents or homes, numbers are, therefore, sometimes limited). Key findings yearonyear are consistent, allowing us to be confident about their validity and about using them as a basis for action.

Next steps: The HCA will continue to assess schemes built under current and future programmes. The process will provide essential feedback to help improve the quality of homes, neighbourhoods and residents’ lives. The HCA is working with the NHBC and consultants Zebra Square to publish a new report, entitled "Do residents' perceptions of new social homes change over time?" This will capture feedback from longer term residents, used to their home and surroundings because they have been living there for several years, aware of the positive and negative features and no longer affected by the ‘euphoria’ of moving in. The document is likely to be published winter 2015/16.

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Fig. 1 - Map of audited schemes

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Key findings The vast majority of residents are overwhelmingly satisfied (95% gave or 4 or 5 out of 5 when asked about the overall quality of their home). This is a fantastic achievement and shows the impact good affordable homes have on people’s lives. Many residents had unsatisfactory living circumstances before, such as being homeless or having to share with relatives, friends or strangers and previous accommodation was frequently old, cold, damp and mouldy. They are largely very grateful to have a new home. “Previous was a prefab bungalow – like being in ‘Utopia’ now” “It is new and my mum doesn't live here!” “Certainly made a difference – our old home was cold and draughty; we couldn’t heat it” “We landed on our feet here! A million times better. The old flat leaked badly” This ‘euphoria’ contributes to the very positive ratings of the homes. The detailed QA survey gives a greater insight into what contributes most and which elements could have been delivered better. The resident feedback of the open questions is one of the most important and insightful parts of the resident surveys. It focuses on elements that residents themselves find significant.

Residents like Residents like their new homes. When asked ‘What features of your home do you particularly like?’ -

space and storage is the most liked, cited by 89 residents (31%)

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private outdoor space is the second most liked, mentioned by 58 residents (20%). This relates to balconies, front and rear gardens and patio doors to them

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layout of the home, or parts of it, is cited by 39 residents (13%)

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light and windows are cited by 32 residents (11%)

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Space / Storage Private Outdoor Space Layout Light / Windows Ground Floor WC Doors Warmth / Heating Finishes Security Quiet En-suite

Fig. 2 - ‘What features of your home do you particularly like?’

The graph above shows the four elements that make the most positive impact on people’s lives. This is consistent with Quality Counts findings from previous years. The most appreciated element of homes is space, enjoyed both inside the home and outside. More residents have mentioned internal space and storage than layout and light / windows (the third and fourth categories). These in turn are cited more often than the next seven issues combined.

Residents would like to improve Residents replied to ‘What features of your home could be improved?’ with a range of issues. Two of them, indoor and outdoor space and storage, were the same as those they valued. This could suggest uneven provision or that residents appreciate space but they want more and for it to be done better.

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private outdoor space is the most often mentioned, by 72 residents (25%). This is more than the amount of people that particularly liked it.

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the kitchen is the second most commonly mentioned - 60 residents (21%) want to see improvements to it. 19 residents (7%) would prefer a kitchen diner.

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space and storage had been liked by 89 people (31%) but 53 residents (18%) also mentioned them for improvement.

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Private Outdoor Space Kitchen Space / Storage Fittings / Finishes Layout Heating / Ventilation Sockets / Switches Light / Windows

Fig. 3 - ‘What features of your home could be improved?’

About half of the improvements suggested for kitchens also require extra space. These top 3 features are clear frontrunners and are each mentioned more than the next 5 topics combined.

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Home design: what matters to residents In this section we discuss in more detail what residents like and what they would like to have improved. We look first at inside the home: space, storage, layout, kitchens etc. Then we move outside the home to private external space. To give an indication of the scale of the issue, wherever possible, we quantify how many residents responded.

Internal space, storage and layout Residents valued space and storage. It is the most frequently mentioned element of the home -by no less than 89 residents. When asked specifically about space, three quarters of residents were ‘very satisfied’. Whether this is because of poor previous circumstances or due to proper new provision, it indicates that the right level of space provision is essential. The space standards achieved through the Affordable Homes Programme have assured a minimum space provision that is likely to have contributed to the positive recognition of space and storage. “It's a proper family home - large kitchen, bathroom & downstairs WC” “Big rooms, plenty of storage, walk in wardrobe, airing cupboard” However, space and storage was the third most mentioned item when asked which features of the home could be improved; cited by 53 residents. Since the recent government review of housing standards, adoption of the new Nationally Described Space Standard (NDSS) allows local authorities to require standardised levels of internal space and storage in new dwellings, according to number of bedrooms and occupancy and across all tenures. However, the NDSS is not nationally applicable or mandated by HCA, so rather than relying on Design and Quality Standards, designers and clients will need to check for themselves whether layouts can accommodate the proposed functions. i.e. can a sitting room accommodate furniture such as a sofa, TV, and armchairs in a way that can be easily used. When asked about the overall size of the home, three quarters of residents indicated they are ‘very satisfied’, with a further fifth ‘satisfied’. “I like the kitchen with dining space, the size of the hallway and the WC”

Layout The layout of the home, or parts of it, is the third most cited as something residents liked about their home; by 39 residents. When asked specifically about the layout, three quarters reported to be ‘very satisfied’, with a further fifth being ‘satisfied’. “I like the general set up of the house and having a downstairs WC” “I like having two doors into the shower room”

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Reasons for liking a layout include: -

privacy and space for separation sufficient space for various uses doors from the living room into the garden an open plan layout en-suite bathrooms

Stairs and hallways Stairs and hallways were mentioned eight times as features of the home residents liked most. Although wide hallways can provide useful additional storage space, it was the positive perception of space that residents liked. “I like the wide stairs – they give a feeling of space”

Storage When asked about space for storage, residents were less enthusiastic. Just 49% were ‘very satisfied’ and a fifth was neutral, ‘dissatisfied’ or ‘very dissatisfied’. Various kinds of storage were mentioned and residents would often like more built-in wardrobes, kitchen cupboards, garden sheds and/or general storage. Provision of storage has a lasting effect on residents’ quality of life how well their home functions. “There's nowhere to put an ironing board” “I need more storage for children’s toys and medicines”

Clothes drying space Residents were about as satisfied with clothes drying space as they were with storage. When space is tight, clothes drying space is omitted and very much missed by residents. Different options for drying space have advantages and disadvantages but some sort of provision is a basic amenity for everyday life. Designers and Providers should look to make an informed choice, weighing up the cost of equipment, cost in use, energy use, security and resident need for the property type and its location. -

Airing cupboard:

Some residents suggested an airing cupboard. Space efficient and energy efficient airing cupboards reduce drying time by using the excess heat of the boiler. “I would like more space in airing for towels etc” “I’d like shelves in the airing cupboard”

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Rotary dryer / outdoor lines:

Washing lines in back gardens or on balconies use space efficiently but they are obviously for seasonal use. Retractable lines are neat and some homes had access to communal rotary dryers although not convenient for all residents. “There is only one rotary dryer between eight flats. There’s already washing on it when you go there” “I have a tumble dryer - there is a drying space but people will steal clothes” 11

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Clothes horse / airer:

Easy and effective, clothes airers need reasonably large rooms or circulation space so they are not obstructive and enough ventilation avoid condensation. Several residents say they have to put clothes on radiators to dry them which mitigates their primary function to heat rooms and can add to heating bills.

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Lines over bath:

Some homes had clothes lines over the bath. This is an efficient use of space but the bathroom should be warm enough to allow clothes to dry and ventilated enough to avoid condensation. Clothes lines obviously do not work where there is an over bath shower. “I have some lines over the bath but I don't use them. I use an airer in the lounge” “There's a clothes airer in the bathroom over the bath, but I don't use it as there's no window/fresh air in the bathroom”

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Tumble dryer:

Tumble dryers are an increasingly common, but they use a lot of energy. People want them and they are felt to be vital for families with children with a lot of clothes to dry and for smaller homes with inadequate drying space. (See also kitchen appliances below). Our survey found that kitchens were sometimes too small for a tumble dryer and residents sometimes resorted to less ideal spaces - even the garden shed! “I’ve put a tumble dryer in the downstairs toilet but the electric cable has to stretch across the floor from the kitchen”

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External:

Some residents even felt that taking their laundry elsewhere was the only option, due to a lack of drying space. This is both inconvenient and expensive. “I have to go to the launderette or family member to dry clothes” “I take my laundry to a relative to dry as there is no space for a tumble drier and little spare space in my flat”

Dining space The value placed by residents on dining space has increased significantly. When asked what features of the home could be improved, 19 people specifically requested a kitchen diner. Six other residents mentioned their dining space as the most liked feature of their home. Open plan layouts are often used to combine functions and create a single large area, but dining spaces do not always fit well. Given the choice, residents prefer eating in the kitchen, rather than the living room. “Make the kitchen bigger for a dining table” “I want a bigger kitchen so I can have dining”

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Kitchen and appliances Six out of ten people were ‘very satisfied’ with their kitchen. But it was also the second highest on the residents’ improvement list, mentioned by 60 residents – for a number of reasons.

Kitchen diner Nineteen residents would have preferred a kitchen diner. When asked specifically about the dining area, wherever it was, satisfaction rates were relatively low, with 15% neutral, ‘dissatisfied’ or ‘very dissatisfied’. “Would like bigger kitchen with a dining table in there” “I want to have a kitchen diner rather than a lounge diner”

Kitchen space and storage Shortage of space is most acutely felt in the kitchen. Enough worktop and storage cupboard space is vital for all family sizes. Housing Quality Indicators (HQIs) laid down basic minimum requirements but did not satisfy the needs of all residents, with 15 mentioning this as a key feature to improve. “I’d like more space in the kitchen” “We need more kitchen cupboards”

Appliances Kitchens are not always big enough for basic the appliances such as washing machines, tumble dryers if required (above) and dishwashers. Apart from being a prerequisite for everyday life, providing plumbing and electrical connections is more economical during the building phase than after completion. “I would like a table in the kitchen and somewhere for tumble dryer” “We need plumbing for dishwasher and tumble dryer” “A cooker hood extractor would really help”

A cooker hood extractor that exhausts externally is essential to reduce moist and mould problems.

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Light and windows Light and/or windows were the fourth most liked feature of residents’ homes, named specifically by 32 residents. Apart from daylight, windows provide a number of other important functions.

Daylight and view Residents were generally very positive about their homes, which they mostly considered bright and airy. They like the daylight, and views to outside green open space and they understand it contributes to their well-being. “I love the light rooms from good size windows” “An open, light house with windows on three sides” The BRE’s ‘Home Quality Mark’ 1 describes the following benefits of sufficient daylight and sunlight: -

improving quality of life reducing energy and costs to light the home improving mood & reducing depression improving biological rhythm and quality of sleep solar heat gain in winter to heat rooms

According to RIBA sponsored research ‘Housing Standards and Satisfaction: What the Public Wants’ (2013) people consider space and light, together with energy bills, as the most important features of a home. 2 Fifty two per cent of those responding to the Housing Standards Review (HSR) felt that new homes do not achieve a sufficient level of daylight. Of the 26 respondents from the designers/engineers/surveyors sector, only six felt that daylight levels were adequate. HSR’s conclusion is that there is further work needed on the subject. Scottish Building Standards and the London Housing Supplementary Planning Guidance both require glazing to be a fixed, minimum percentage of the floor area of a habitable room (15% and 20% respectively). A wide range of guidance on daylight and sunlight is available345

Bathroom windows “We want kitchen and bathroom windows” Windows that open and which allow natural ventilation, help with indoor air quality, night time cooling and moisture reduction. Safety, security and privacy are to be balanced alongside energy conservation, ventilation and overheating. It is essential to maintain the benefits without unreasonably reducing the amount or size of windows. 1

BRE - Home Quality Mark consultation www.homequalitymark.com/filelibrary/Technical%20consultation/HQM-July-2015-TechnicaLconsultation-Final.pdf 2

www.withoutspaceandlight.com

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BRE - ‘Site layout planning for daylight and sunlight: a guide to good practice’ www.brebookshop.com/details.jsp?id=326803 4 RICS - ‘Daylighting and Sunlighting, 1st edition’ www.rics.org/uk/knowledge/professionalguidance/guidance-notes/daylighting-and-sunlighting-1st-edition 5 British Standard BS 8206-2:2008 Lighting for buildings - Code of practice for daylighting

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Private outdoor space Private outdoor space is the second most liked feature, mentioned by 58 residents. This relates to balconies, front and rear gardens and patio doors to them. “I love the garden – it’s a good size and gets the sun all day” “The rear garden is great for the children to play” However, when asked what to improve, private outdoor space was the most mentioned element, by 72 residents - more than those that were satisfied. Just like internal space, private outdoor space is often about having a space of sufficient size to enable its use in a comfortable way. Effective layouts and appropriate relationships between elements of the home and surroundings are very difficult to achieve when space is inadequate. To ensure valuable outdoor space is well used and well liked, the following elements need consideration.

Rear gardens When asked about rear garden or balconies, over a fifth of residents were neutral, ‘dissatisfied’ or ‘very dissatisfied’. The elements below, relating to rear gardens, capture residents’ responses to the open question on what element of their home they would most like to improve.

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Size:

While well designed and integrated back gardens of modest size can provide important amenity space, a bigger garden is one of most important improvements to be made. “The garden could be bigger”

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Fencing / Privacy:

There is a wealth of research on perceptions of safety and security. Minimising overlooking by providing full height closed fencing can be part of the solution but one family’s security can increase the feeling of insecurity of a place. “We’d like a solid timber fence at the rear garden” “Privacy of the back garden – trellis allows neighbours to see in”

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Patio doors to garden:

Large glass patio doors from the living room can provide views to the gardens to enjoy it from inside the home year round. “I would have liked patio doors to garden from living room”

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Other issues:

Poor drainage and the need for level, useable gardens have come up repeatedly in previous years’ quality audits. Given proper consideration at an early stage, it is possible to provide a sufficiently large, private space, visible and accessible from the living room, level and well drained enough to use. 15

“We need an outside tap” “The garden is waterlogged – drainage is insufficient” “I’d like a level garden instead of sloping”

Front gardens Front gardens scored less well than others – 29% were neutral, ‘dissatisfied’ or ‘very dissatisfied’, with the highest number of ‘very dissatisfied’ residents (5%) out of all elements of home design. Residents of houses without a front garden usually treated the question as irrelevant to their home and did not rate the question, so the scores do not reflect the absence of a front garden. A number of residents did mention a front garden when asked which features of the home to improve. This is consistent with previous Quality Counts surveys. “I want at least a planting strip in front of the house” “I’d like a fence to define the front garden boundary”

Balconies The HCA mostly surveyed houses, and of those we surveyed most flats do have balconies but a number of comments relate to their absence. Over a fifth of residents were neutral, ‘dissatisfied’ or ‘very dissatisfied’ with their (lacking) rear garden or balcony. This does not take into account residents without a balcony or rear garden that have not scored the question and treated it as ‘non-applicable’ to their home. Private outdoor space can increase significantly increase well-being. Balconies can be provided at relatively little cost and are good value for money. “I would like to have a balcony” “I have no external private space like a balcony”

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In response: making the case for good design and sustainability Using evidence from this and previous year’s Quality Counts, the HCA has developed a Design and Sustainability research and knowledge sharing strategy. The priority subjects for research and dissemination included in the strategy for 2015/16 are:  overheating and indoor air quality  external space on new housing developments  noise transfer within, between and into dwellings Overheating and air quality are part of a number of inter-connected issues that relate to sustainability. Residents have mentioned a wide range of these. Light and windows relate to create health and well-being, as well as warmth and overheating and resulting electricity costs. Windows influence ventilation and cooling and are important for well-being and the choice and efficiency of clothes drying, as is sufficient space. As in previous years, residents have commented on warmer properties and lower energy bills, and most are aware how to use equipment like energy efficient boilers, but still not all residents are explained how to use these properly. About 90% of residents give a 4 or 5 out of 5 for the temperature of their home year round and scores for ventilation and fresh air are similar. For the boiler/heating system, 95% of residents give a 4 or 5 out of 5. Sustainability remains an important element of home design, in terms of user experience and energy use. HCA’s Design and Sustainability team recently organised a seminar focused on solutions to overheating and poor indoor air quality. The presentations are available on the HCA website 1. We are now gathering evidence and conducting a literature review on outdoor space. This November we are holding a seminar to share knowledge and best practice on the subject. We will explore how to achieve value for money and enhance residents’ well-being by providing well-designed outdoor spaces. Pursuing the theme of ‘creating value through quality’, the HCA tours the country to highlight built examples of good design. We present examples of how local authorities, affordable housing providers, developers, architects and planners collaborate to deliver viable and sustainable places. They discuss innovation, identify high quality design and demonstrate the value created. The events: - give evidence on design performance by presenting findings from Quality Counts -

showcase good design and design research. Examples are chosen to highlight successful approaches to difficult issues

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set out the national context for design. Delegates considered government changes to standards and discussed implications

By holding these as joint sessions with Nottingham, Sheffield, Bath and Cambridge Universities, the HCA and partners strengthened links with higher education and academic research. Exchanging practical experiences with long-term research encouraged providers and universities to view housing from different perspectives. Presentations of past design seminars are available on the HCA website 2. 1 2

www.gov.uk/government/news/hca-workshop-overheating-and-indoor-air-quality-23-june-2015 www.gov.uk/government/collections/design-and-sustainability-events

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For further guidance on urban design and site layouts refer to the HCA publication ‘Urban Design Lessons’1. It provides good examples as well as poor layouts for the same site and shows good design does not have to cost more and can create value. For good practice schemes awarded ‘Built for Life’ status refer to www.builtforlifehomes.org, together with the Building for Life 12 (BfL12) guidance on how to create good places. The Building for Life assessment used for this quality audit is based on the previous version with 20 questions. The detailed results are at Annex A. Relating to financial value, the RICS research Placemaking and Land Value shows how adding quality can make financial sense as well as improve people’s lives. It will be available at www.RICS.org. The HCA will continue to bring together providers and partners in each HCA operating area to share information and best practice and showcase projects where greater value is achieved through quality. We will continue to disseminate key government messages on quality and gain feedback on partners’ approach to quality, when they have absorbed the implications of the Housing Standards Review.

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udc.homesandcommunities.co.uk/urban-design-lessons

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The process: what providers and local authorities think Providers Providers have been asked for their written feedback on a number of questions on the design and development process. They provided “details of lessons learnt for future schemes and whether the scheme used any innovative or interesting initiatives or good practice that can be shared more widely”. From what providers told us we can draw lessons on what is important to success.

The importance of good design: Put simply, providers attribute the success of the scheme to good design. Investing in a good design team makes financial sense. “A good design for the scheme led to a good product and this led to a high demand for the properties” “We all have grown in confidence about what can be achieved on an unpromising looking, tight and sloping site” “The design of these homes included a very neat and attractive store to the front elevation to house meter boxes. This stops them being 'stuck' on the front of the property and is a feature we have used again on another scheme”

Specification and resident preferences: Including items important to tenants in the building specification is an effective response to feedback. Providers can improve designs and layouts and tenants value a say in detailed matters. There are short and long-term cost savings by getting the design right the first time. At a strategic level, tenants often have the best local knowledge about their place.

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External space: “Look at the garden areas in a bit more detail and quality of soil and source”

“Keys lock were replaced with code locks for all side and rear gates”

“Sheds adjacent to houses are not popular. This is being addressed on future schemes where it is possible to influence external layouts early enough in the design stage”

“A communal garden podium area serves well for residents of all tenures. Under-deck parking was much welcomed in this densely populated area were parking is often an issue”

“Some residents have complained about the glare from parking bollards - the lamps are in the process of being replaced with ones of a lower intensity” 19

“The planning department had expressed a desire that the external lighting be kept to a minimum but in the car parking courts the residents felt vulnerable so we fitted low key and low level solar light fittings which did not need to be connected to landlords supply thus reducing service charge”

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Internal design: “Consultation with residents could have been more extensive on fittings etc. within agreed ranges”

“Consider and specify for overheating”

“All residents should have been better informed on the use of the heat recovery system”

“Use face to face individual sessions as well as group sessions with the tenants; getting them involved in the layout of their new home”

“The scheme features motion sensor lights in the bathroom and hallways that are programmed to stay lit for the tenant's desired length of time - tenants have commented that they like these”

Neighbours and residents consultation: Informing and involving neighbours and future residents throughout the process is mentioned repeatedly. It benefits the developer and the provider as well as the community. “The neighbouring development is a gated community for the elderly. We provided a walkway to promote the integration of the two communities. This has proved a great success”

“Involving tenants at every opportunity has proved very successful on this development, particularly where people were decanted”

“We completed the refurbishment whilst residents were in situ and moved the residents as units become available this provided many challenges. Good resident communication was crucial to making this scheme a success”

“Holding regular drop in sessions for surrounding neighbours; we found that keeping neighbours informed was the best route to aiding a smooth construction process”

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“We closely involved the local community in helping to design artwork for the development; this has helped lift the internal entrance lobby to the building creating a positive first impression. The residents have responded by taking ownership of the building making it a place where people want to live”

“Engagement with the school opposite was included in the design of the street furniture to ensure safety and there was also regular communication on the activities of the site with the school, which eased any concerns around the building process”

“We went along to the local junior school to talk to the students about construction site safety, and we invited them to take part in a competition to produce a poster warning of the dangers of entering construction sites. The winning poster was displayed on the site hoardings during construction”

Ecology: Finally, a number of providers mention the importance of being better informed earlier on all relevant ecology matters, to avoid costly delays. “Be more environmentally aware at the beginning of the planning stage”

“Carry out ecological surveys early on in the feasibility, Natural England will only issue licences when full planning is granted which can cause delays”

“The site team had to work closely with the Badger Trust to ensure that the badgers were protected, especially during the breeding season”

“The main lesson learnt with this project was around the temporary rehousing of water voles. As a protected species this presented many issues in terms of procedures and logistics”

Local authorities Local authorities are working more closely with providers and developers to deliver housing and in some cases lead development on their own sites. Design managers asked local authorities for open-ended feedback on the schemes visited, where possible in person during the quality audits. They then paraphrased this feedback as part of the audit. Of the local authorities that provided feedback (about half), three quarters were positive about schemes selected for Quality Counts, for a variety of reasons:

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Meeting local needs: According to local authorities, identifying the right mix of dwellings types, sizes and tenures and getting scheme design quality right is key to meeting housing demand. Meeting local need in this way helps providers let homes quickly and easily. “There is a good deal of social housing surrounding the site but there was still a very high demand for these rental properties, perhaps due to their size, garden provision and energy efficiency, which contrasts with the housing stock around” “The scheme includes a good mix of unit types and sizes including wheelchair accessible units; housing management has been key - the local lettings policy ensuring flexibility and a good mix of residents in terms of housing priority and accessibility / support needs. All completed units were quickly let and housing management have reported no issues”

Providing for vulnerable and older people: Providing the right level of independence is very important to the well-being of residents and overall success of a scheme. Local authorities are starting to develop new types of specialised housing for vulnerable and older people, to provide different levels of care. “A great example of how we are working with partners to tackle the issues that cause ill-health such as poor housing and social isolation. One of the many benefits of this new approach to housing is that couples with differing care needs can stay living together for longer. They are also more connected with their communities, which research shows means they are more likely to live healthier lives” “The brief was to give more independence to the residents, while at the same time freeing up beds in residential care, resulting in a large costsaving” “These homes form the basis of our model for the future of sheltered housing. They provide an alternative to sheltered housing for independent older people with low level support needs – a ‘C1.5 type’ use class – a move away from the more traditional warden controlled sheltered housing”

Regenerating the area: Local authorities like schemes because they see how the wider area is uplifted and observe the fall in anti-social behaviour. About a fifth of local authorities that gave feedback mentioned this. Successfully connecting the community with land and underused assets can give local authorities and local communities the confidence and motivation to regenerate other derelict or under-used sites. “The LA land suffered from anti-social behaviour issues and the surrounding residents were pleased the old garages were demolished and new homes created” 22

“The scheme has considerably enhanced the area and became something of a catalyst in encouraging additional improvements, e.g. the local corner shop owner has refurbished his building since the scheme was completed” “The LA was instrumental in getting the scheme off the ground...They wanted to regenerate the area and the redevelopment of the old open air market was a very good opportunity to assist the process.” “This was an area cleared by the Pathfinder programme due to low demand, abandonment and dereliction. Schools had a low population and were facing closure, but now things are much better - the houses sold very quickly and schools have managed to stay open, local amenities are benefitting from the new scheme” “We stipulated that nominations should include 50% of residents that were in paid employment, to increase the sustainability of the scheme and discourage pockets of poverty and deprivation”

Consultation and collaboration: Consistent with previous Quality Counts surveys, local authorities see community and stakeholder consultation and intensive pre-application discussions as a positive part of development. Local authorities recognise that by listening to and involving residents in decision-making, schemes will improve and meet with less resistance. About a fifth of local authority feedback mentioned consultation. “The amount of consultation carried out with neighbouring residents and with the planning department had really contributed to the development of a successful scheme” “This RP-led brownfield development was well supported by the LA and the local community and is considered a success; the planning consultations held with ward members and local residents / stakeholders, proving very helpful, in securing support” “There was a considerable amount of involvement during the pre-application stage for the development of the design, position of the buildings, scale, massing elevation treatment and the issue of protection of the trees which surround the site and the retention and reuse of historical features of the site... This has resulted in a well-designed scheme and has restored some development on this important corner” “The Council had engaged all interested parties: planning, housing, drainage, highways and Secured by Design representative...prior to planning stage. They had also held a pre-planning consultation meeting to which local elected members and neighbouring residents were invited. I am very pleased with the development and feel that it has raised the bar for affordable housing quality within the area” 23

“The land was owned by the council, who helped to develop the tender documentation. This included design aspirations and planning requirements, which influenced the designs returned. The housing mix was agreed with quite a high percentage of affordable homes (33%). This produced a more balanced socio/ economic mixed community. The council had 100% nomination rights for the rented units” “It became one of the quickest schemes to be delivered and has provided options we had never even considered before, such as training and employment, links with the college. The result is incredible – the stuff that dreams are made out of. There has been no negative feedback. Importantly, the consultation process worked very well and got everyone on board, members were keen to see the hotel retained in some shape or form, so the process through Planning Committee all went very smoothly”

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Conclusion Quality counts. The design decisions that we make in creating homes and streets directly influence the daily lives and well-being of the residents we build for. Understanding better how residents feel about their home, and the various elements of it, helps identify those cost-effective improvements to future projects which will make the most impact on satisfaction and quality of life. Resident feedback in 2014 to 2015 has generally been positive. The new homes and streets funded by the AHP and developed by our investment partners provide homes for residents whose previous accommodation was often far from optimal. The size of new homes was widely appreciated, as were layout, light and windows. As well as highlighting areas of design that were valued, the report has emphasised several areas where there is room for improvement, such as the desire for adequately sized and well laid out private outdoor space, including both front and rear gardens, or well-proportioned balconies in the case of apartments. Other areas recommended for improvement are kitchens, including the desire for sufficient dining space, and a wish for more space in general, including storage of all kinds. Feedback from local authorities and providers was generally very positive. Both groups frequently noted the importance of working together with stakeholders. Local authorities highlighted the importance of dwelling types, sizes and tenure to meet local housing needs and responding to the varied needs of vulnerable and older people. They also highlighted the community and regeneration effect of new schemes. Registered providers focused on collaborative design and detailed specifications for the relevant resident groups. They also emphasised the importance of good design; internal and external; private and communal. Based on resident feedback, we collated a non-exhaustive list of points to consider informed by the topics raised in this report. Whilst reviewing resident questionnaires for next year’s visits, we will seek to expand this list where appropriate in order to provide greater targeted guidance for providers, developers, local authorities and designers.

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Designing for resident satisfaction - quality considerations:

Space, storage and layout 1. Does a furniture layout show how rooms can conveniently accommodate enough furniture for the intended occupancy? 2. Does the home feel spacious and generously sized, or could certain areas benefit greatly from more space or an adjusted layout, in terms of use and impression? 3. Is there sufficient storage of various kinds (i.e. wardrobes, kitchen cupboards, general storage, large items, garden shed, bins, bikes) for the intended occupancy? 4. Is there dedicated space for a washing machine and sufficient space for clothes drying during various times in a convenient way? 5. Is there sufficient space for dining and has a kitchen diner been considered? 6. Is the layout of the home logical and efficient? 7. Does the layout allow for separation of the intended occupants and uses (i.e. cooking, eating, studying, entertainment, sleeping)? 8. Is there direct access from, and views to, the street and private outdoor space? 9. Is there convenient access to enough facilities (i.e. toilets, showers, clothes drying space) for the intended occupancy? 10. How does the space, storage and layout compare to your own home and would you live in this home?

Light and windows 11. Does the home feel bright and airy and is the amount of daylight optimised, or are windows small and do rooms require artificial lighting? 12. Are views to the street and private outdoor space maximised from all rooms wherever possible, through window size, amount and locations? 13. Is the scheme designed in a way that main living spaces are private enough to keep blinds open during the day? 14. Do bathrooms and kitchens have sufficient natural ventilation to reduce moisture, mould and smells, or do you have to rely on noisy and inefficient electrical fans? 15. How do the light and windows compare to your own home and would you like to live in this home?

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Kitchen and appliances 16. Is the kitchen big enough to conveniently include a dining table for the intended occupancy? 17. Is there enough workspace for multiple people using the kitchen together and store various types of equipment (i.e. microwave, coffee machine, toaster, blender)? 18. Is there enough cupboard space to accommodate a wide range of kitchenware, food, cooking equipment and cleaning materials? 19. Is there dedicated space and plumbing for a washing machine and potential dishwasher and tumble dryer? 20. Is there sufficient daylight and natural ventilation in the kitchen? 21. How does the kitchen compare to your own home and would you like to live in this home?

Private outdoor space 22. Are front gardens provided to ground floor homes (including flats) and are they sufficiently sized and delineated to encourage people to use and look after it? 23. Do ground floor properties have a generously sized rear garden that allows a wide range of uses (i.e. planting, play, sunbathing, dining, storage)? 24. Are rear gardens level and private, with quality full-height fencing? 25. Do upper floor apartments have a generously sized balcony that allows for convenient dining, sunbathing and planting? 26. Does the rear garden or balcony relate well to the layout of the home so that visibility and access from living rooms is maximised? 27. How does the private outdoor space compare to your own home and would you like to live in this home?

Process 28. Has a Building for Life assessment been carried out and does the scheme follow good practice urban design principles? 29. Have you learned from previous projects and those from stakeholders and will you disseminate new lessons? 30. Are you making the most out of consulting with existing and future residents in order to increase satisfaction and reduce resistance and future costs? 31. Are you collaborating early with all stakeholders in order to get valuable information and assistance (i.e. on specific local needs or ecology) to speed up the process? 32. Have you invested in a good design team and are they well briefed?

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Annex A - Building for Life assessment Building for Life (BfL) is a tool to assess design quality and has been included in the quality audit to gain a better understanding of the design of the external environment in new housing schemes. HCA Design Managers undertake an assessment on each scheme as part of the quality audit, based on a site visit and discussions with investment partners and local authorities. Assessments are scored against 20 Building for Life criteria1. Scores of 1 are given when a scheme meets the criteria, zero if the scheme does not meet the criteria or it is not applicable, and 0.5 if the scheme partly meets the criteria. The graph on the next page sets out the national results from the quality audit assessments. Providers may not always be able to influence the external environment when providing homes within a fixed masterplan, but certain improvements may be possible. The HCA publication Urban Design Lessons2 sets out a number of key lessons learnt in respect of good practice housing layouts and the design of external environments. Further urban design case studies and good practice can be found in the HCA and Studio REAL’s Urban Design Compendium3. As part of the continuous improvement of the quality audit process we will seek to use the Building for Life 124 assessment criteria in future years as appropriate.

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webarchive.nationalarchives.gov.uk/20110107165544/http:/www.buildingforlife.org/criteria udc.homesandcommunities.co.uk/urban-design-lessons 3 udc.homesandcommunities.co.uk 4 www.designcouncil.org.uk/resources/guide/building-life-12-third-edition 2

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Annex B - Resident feedback

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By HCA operating area: The HCA operating areas are (excluding London): NW NEYTH MIDS SSW ESE

North West North East, Yorkshire and the Humber Midlands South and South West East and South East

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homesandcommunities.co.uk [email protected] 0300 1234 500

Homes and Communities Agency Fry Building 2 Marsham Street London SW1P 4DF [email protected]

The Homes and Communities Agency is committed to providing accessible information where possible and we will consider providing information in alternative formats such as large print, audio and Braille upon request. Publication date: October 2015