Customer Satisfaction survey

Link is committed to listening to our customers and acting on your views.  To help us do this we have commissioned an independent market research company, Research Resource, to complete a customer satisfaction survey on our behalf for Link tenants and factored owners.

This survey will ask for your views on the services that we provide and your satisfaction with your home and common areas.  It will also ask tenants for their views on the proposed rent increase.

Over the next few weeks you may be visited or receive a telephone call from Research Resource.  Please help us improve our services by answering the questions asked by the interviewer.  Your co-operation with the survey is greatly appreciated.  The interview will take approximately 20 minutes of your time.  You can be assured that your answers will be treated in strictest confidence and the findings will not identify you as an individual. 

Interviews will begin on Friday 11 November 2016 and are expected to complete by Sunday 11 December 2016.  Interviews will take place on different days of the week, including evenings and weekends.

If you want to check the interviewer is genuine you can do so by taking the following steps:

1. For home visits ask the interviewer to show his/her identity card.  It will show the interviewer’s full name, reference number and photograph.  Interviewers will also carry a letter of authority from Link Housing Association.

or

2. For telephone interviews ask the interviewer for his/her full name and reference number.

and

3. Call our office.  Our staff will check the names of the interviewers working on the project and will verify that the reference number corresponds.  Call the Customer Service Centre on 03451 400 100.

or

4. Call Research Resource.  Please call Ross Cusick on FREEPHONE (landlines) 0800 121 8987 or 0141 641 6410.  He will be able to answer any questions you have about the interview process and will be able to verify that the person who has called you is one of Research Resource’s staff.

If you are in any doubt, do not let the interviewer into your home or continue the telephone survey until you have checked that the interviewer is genuine.  If necessary, ask the interviewer to call back later that day to give you time to check.  The interviewer will be happy to do this.