Surveys
This will help us to get your feedback ‘in the moment’, and if things have gone wrong, we're able to act quickly to try and put things right.
You’ll continue to receive some surveys in the same way we currently send them, but some surveys will be sent from a new number (+44 7401 369965).
These new surveys will have a slight difference to the ones you currently receive; you will have to click a link to the new survey rather than responding with a text message.
There are two surveys that will be changing initially:
- Customer Contact – We’ll send you a survey once we resolve a query that you’ve contacted us about
- Complaints – We’ll send a survey once we resolve your complaint
There is a quiet period in place for our customer contact survey, which means that once you receive one you won’t receive another for 28 days.
We’ll continue to ask you for feedback on your repairs, planned works, anti-social behaviour cases, and after move-in the same way we currently do.
You’ll receive them as a SMS message, or an email. Our priority is to send them by SMS, but if you don’t have a mobile number on your account we’ll send it via email.
Completing the survey is via a link which takes you to the survey on a web browser, so you may be charged your standard rate for mobile data.
Your feedback will also help us monitor our performance, as well as helping us to evolve to better meet the needs of our customers so please be open with your responses.
If you reply to the SMS with the word ‘STOP’ you’ll be unsubscribed from receiving surveys. In the email, there will be a button to unsubscribe from future customer contact & complaint surveys. To opt out of all surveys please log into your Online Account and go to your profile or give us a call.
