A new way to help us improve our services

We are working with The Leadership Factor (TLF) who will be ringing some of our customers and asking a few survey questions over the next 12 months.

Last year's customer survey

In spring 2019 we spoke to around 400 homes to get their views on the services we provide.
Overall you told us that most of you—83% —were satisfied with the services you receive from the Trust.

You can read more about what you told us and how we've acted upon your feedback in our latest Annual Review.

We have asked TLF to make these calls on our behalf again this year. We've asked a separate company so that our customers feel they can talk freely and honestly about our services.

Why are you doing this survey again?

It's important to us to get a better understanding of customer satisfaction. This time around, the survey will be focussing on on-going repairs, improvements and also overall satisfaction. 

We need your feedback to understand what we do well and what we need to get better at. 


A phone survey isn’t everyone’s idea of fun, but it’s the best way for us to get quality feedback from customers.
Thanks to everyone who shared their honest opinions.


- David Squires, Head of Customers


Who will be contacted?

Any one of our customers could be contacted. TLF will be contacting 850 customers over the next 12 months.

All calls are made during the day and evenings to ensure we reach as many of our customers as possible.

They could call anytime between 09:30am - 20:30pm during the week and 09:00am - 13:00pm on Saturdays.

Don't worry if you get a call and you don't want to take part our interviewers will understand and they will also take you off their list so they don't call you again.

How long will the survey take?

The survey should only take between 10-15 minutes.

If you get a call and you can't do the survey at that time but would like to give your views, the team can arrange an appointment to ring you back at a more convenient time.

Who are TLF?

TLF Research’s an independent market research company doing this questionnaire on our behalf. They won’t use your contact details for any other reason. All information that’s shared with them is encrypted and is in line with the Data Protection Act 1998.

You can read our privacy statement here.

If you're unsure about who is calling, you can always contact us and we will check it out for you.

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