Housing tenancy survey

Image of a pen ticking boxes

We want to know what you think

As part of our commitment to customer service, we are conducting a telephone survey about Housing Services. We want our tenants and leaseholders to help by telling us what we’re good at and where they would like to see improvements. This is really important to us, and we intend to use the feedback to improve our service. As a thank you to all those who get involved, they will be entered into a draw to win an iPad Air, worth £500

We have appointed TLF Research, an agency which specialises in customer satisfaction, to carry out the exercise on our behalf. Not all tenants will be contacted. TLF will contact a random selection of tenants and leaseholders between Monday 1 July and Monday 5 August 2019 to arrange a convenient time for a telephone interview lasting approximately 10 minutes.

Calls will take place between 9.30am and 8.30pm Monday to Friday and between 9am and 1pm on Saturdays but no later and never on a Sunday. They will clearly identify themselves as phoning from TLF and phoning you on behalf of the Council. The responses will be anonymous and treated in total confidence by TLF Research. However, if there are any particular points that you would like to draw our attention to you can ask for your name to be linked to your comments, and they will be passed on to us. The draw to win the iPad Air will be conducted by TLF.

If you miss a call from TLF you do not need to worry. They will call you back at another time. They will never expect you to call them so you do not need to worry about any cost. If you are in a rush they will arrange to interview you at a time that suits you.

TLF will ask for you by name and will only ask for the main tenant holder(s).

What will they not ask me?

TLF will not ask you for any personal information or for any bank details or financial information

Why are we conducting a survey?

We attach real importance to the survey, as it is tenant and leaseholder feedback that will enable us to continually improve our service in so we can meet your needs. We want to gather your views on:

  • What we are doing right or wrong
  • How we can improve services and provide value for money
  • We can then use this information to be able to compare our service against other registered providers and identify best practice.

What happens after the survey is finished?

TFL will provide the Council with a full report in the autumn and this will include bench marking against other housing providers so we will have a clear understanding of how we are doing.

We will publish the results of the survey in Housing Connect and on the Council Website. We will also publish plans for how we intend to address any areas where improvement might be needed.