Housing and repairs satisfaction surveys

What they are 

We want to learn about your experience of our housing and repairs services so we can improve.  

Our partner, Kwest Research, is an independent researcher which carries out 3 types of survey with our tenants. 

Repairs satisfaction survey 

This is a monthly telephone survey of a random selection of 700 residents who’ve had a repair completed that month.  

Repairs usually carry out around 6000 reactive repairs per month.  

Moving in survey 

This surveys all tenants who have received a new let property. It asks about their experience and the condition of the property they’ve moved into. About 50 residents a month receive a new let property.  

Case management survey 

This surveys all tenants who receive casework support during a housing or repairs complaint. This helps us to identify if we are handling complaints correctly, empathetically and in a solution-focused way, in line with regulatory standards.    

Why they are important 

The results of the surveys: 

• help us to understand and keep track of the performance of our service  
• enables us to learn and make improvements based on resident feedback 
• turn negative feedback into positive ones 
• outcomes will help form part of our decision-making  

They offer industry expertise, allowing projects to be customised to meet specific needs. Insights into customer sentiment are crucial for future planning. They make the best use of resources and ensure customer satisfaction. Real-time, meaningful data empowers us as service providers to achieve these.