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To help us monitor and deliver improved customer services to you, we became members of the Institute of Customer Service (ICS), the UK’s independent professional membership body for customer service. We work with them to learn more about what’s important to you and how you rate the services we offer. We’ve asked them to carry out regular and independent customer surveys with residents to measure satisfaction across all areas of our customer service.
Our next UKCSI survey starts on Monday 4 March 2024 and runs for five weeks, closing on Friday 5 April 2024 . The Leadership Factor, an independent market research company hired by the Institute of Customer Service, will be phoning around 400 customers (both renters and home owners) to ask a short series of questions. It will only take about 10 minutes to complete, so we hope that if you do receive a call, you are comfortable in sharing your views with them. We can only make improvements when we know and understand where any issues are, and these surveys are a great way for you to let us know how you think we’re doing. All of the information that comes back to us is completely anonymous, so please feel free to be open and honest with your feedback.
The UK Customer Satisfaction Index (UKCSI) measures customer satisfaction across the nation. It provides an objective, independent perspective of national customer satisfaction.
We securely provide a random sample list of customers to The Leadership Factor, the independent company conducting the survey on behalf of the ICS. You don’t have to take part, however we hope that you will choose to do so and share your honest views with them. If the timing of the call is inconvenient, they would be happy to schedule another call at a time or day that suits you best.
No, when the survey results come back to us, all of the details are anonymous. The results will be analysed as a whole, or by region and will be used in line with our Privacy Policy.
Yes, of course you can. We’re always grateful for you to share your views with us, however, we respect your privacy too. Details about your right to opt-out can be found in our Privacy Policy. Anyone who has already opted out is excluded from the survey.
How to best manage your money
Debt Awareness Week runs from 18 to 24 March. We’ve got plenty of useful tips and advice to help you manage your money more easily. Find out more on our Better Days myMoney page.