We will shortly be starting to undertake our latest survey of residents. Conducted by TLF, an independent research organisation, it will be carried out by phone across a random sample of residents from all tenures and the results are expected later this year.
We have thought very carefully about the timing of the survey which was initially due to start in early April but was postponed when the Coronavirus lockdown was first announced. We have now decided to go ahead as this gives us the opportunity to not only find out your views on the services we deliver, which are as important as ever, but also to identify any areas of concern you may have in the current climate that we may not already have identified. This will help us to quickly adapt the services we are providing during this time to meet your needs as best we can.
The survey will take place over six weeks, and if you are contacted by TLF then we would really appreciate you taking the time to give your feedback. If TLF call you and it’s not a good time, they will arrange to call you back at a more convenient time. The survey should take about 10 minutes and the results are completely anonymous.
Since the last survey in 2018 we have made changes to the way that we deliver our services – you now have a named officer who you can speak to about any queries, but also the option to speak to the customer service centre if they are not available to help you. We have also introduced My Account, our new online portal so you can self-serve at a time that is most convenient to you.
The survey will allow us to measure the impact that these changes have had on the service that you receive, and prioritise the areas where we can do better in the future. We will publish the results later this year.
If you have any questions about the survey, then please contact firstname.lastname@example.org