Bespoke adaptations survey user testing - People Bank involvement

What People Bank members said

How we responded

1. The order of information in the ‘Why your views matters’ section of the overview page doesn’t flow.

1. We have swapped the order of two paragraphs to make the information flow in a more relevant way for the respondents.

2. The questions asking about the builder’s initial visit and if the work went ahead feel a bit confusing. It needs to be clearer that:

• the initial visit is just to discuss the adaptation and not when any work is carried out, and
• if the work did go ahead, the builders would have come back again at a later date.

2. The question introduction and the question itself have been re-worded to make clear that we are asking about the initial visit, at which no work is carried out, just a discussion about what work is needed. Moreover, we made clear that if the work did go ahead, it would have been during additional later visits from the builder.

3. Should we also ask about communication and respect when rating the experience of the contracted builders?

3. The first question in this survey asks about the respondent’s experience of communication with the builder. We also ask about the builder’s friendliness and consideration of needs, including the chance to give more information in a free text box, so we won’t be adding any additional statements to this question.

4. The question asking for suggestions to improve the client’s experience of the adaptations service needs tweaking to reference improvements for future clients.

4. This question has been reworded to be clearer about asking for changes that would improve the experience for clients using the adaptations service in the future.

5. When asking about preference regarding choosing a builder themselves or not, it should explain that the client would be responsible for the accreditation of the builder and the work they carry out.

5. Information has been added to make clear that when choosing your own builder using a direct payment, you would be responsible for that builder’s accreditation and overseeing the work.