Customer survey 2020 update - 17 March

We're committed to hearing your views and are working with an independent market research company, Research Resource, to complete a customer survey. 

The survey asks for feedback on the services we provide and how happy you are with your home and neighbourhood. It will help us plan services and find out what you want.

We started the survey on Monday 9 March 2020 and expect to finish by Friday 17 April 2020.

From Tuesday 17 March, we are changing the survey method from a face-to-face survey in tenants’ homes to an alternative telephone survey. We took this decision due to the ongoing situation with Covid-19 (Coronavirus). We need to reduce the risk to customers, staff and contractors by minimising contact where possible. 

The surveys will still take place on different days of the week, including evenings and weekends, and will take approximately 20 minutes of your time.

We are surveying a sample of 1,600 tenants and 360 owners. We also ask questions about equality and diversity. Your answers are confidential, and the findings will not identify you as an individual. You can choose not to answer any questions and still take part in the survey.

We ask this information to help us understand satisfaction levels for different groups of customers because we are committed to inclusion and providing excellent services for everyone.

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

  1. Contact us on 03451 400 100 or and we will check the names of the interviewers and reference identity number.

  2. Call Research Resource on freephone (landlines) 0800 121 8987 or 0141 641 6410. They will answer any questions you have about the interview process and will verify the person who has called you is one of Research Resource’s staff. If you do not want to take part in the survey, you can contact Research Resource to let them know not to visit you. If you are unsure of their identity then you can ask the researcher to come back another time, they are happy for you to do this.