Starting in June, residents will be randomly selected to take part in a telephone interview or complete an online survey sent by email to share their views and experiences about our services.
This will be used to calculate the annual Tenant Satisfaction Measures and will be reported to the Regulator of Social Housing. We will also publish the results so you can see how we are performing.
Most contacts will involve a phone call. Some residents will get an email with a link to the survey. Not everyone will be contacted. We’ve partnered with a company called TLF Research, who’ll make the calls and send the emails.
Why participate?
Your feedback is crucial in helping us understand how we’re doing and where we can improve. TLF Research follows a strict code of conduct, ensuring your responses are treated with the utmost respect. For example, the interviewers won’t lead you towards a particular point of view and you’ll be given a range of options that will allow you to express your opinion.
Your privacy matters
You can stay anonymous if you want, and your answers will only be linked to your name if you choose. As we all need to be aware of potential bogus callers and dodgy doorstep callers, TLF’s call will only be about the satisfaction survey. You won’t be asked to give any further information about yourself or your household.
Recognising the call
The call will come from a number starting with 01484. If you miss the call, please don’t worry. TLF will try again at another time. There’s no need to call them back, so there’s no cost to you. They’ll make calls during the day and early evening, but never later than 8:30pm.
Sharing the results
Once we’ve gathered and analysed the responses, we’ll communicate the main findings and any changes we’ve made or plan to make based on your feedback. Click here to find our more information on our performance and last year’s survey results. Also, keep an eye out for our upcoming annual report, which will detail the results and our responses to the 2025 survey.
Your opinion always counts
If you’re not contacted for this survey, your views are still important to us. You can provide feedback anytime by phoning us on 0300 100 0303 or visit our Contact pages
Privacy notice
For more information on how we manage your personal data, please read our Privacy Notice
Thank you for helping us improve our services
Other available support
Help with money
See how we can help with benefits, budgeting and debts.
Community centres and activities
Discover how you can get involved with our thriving community centres across the country.
Digital skills and support
Explore how we can help you to get online and build your digital skills, with our free guidance, courses, and equipment.