Surveys

We’re always looking to improve our services, and your feedback is really important to us. From time to time, you may be invited to complete a short survey based on your experience with us.

Here’s how you can get involved.

Transactional surveys

After key interactions, we may send you a short survey so you can share your experience with us. Your feedback helps us understand what’s working well and where we can improve.

Examples of transactional surveys include:

• Home Repairs Service
• New Customer Experience
• Major Works (e.g. kitchens, bathrooms, windows) once completed
• Complaints
• Anti-social Behaviour (ASB)
• Contact Centre
• Support Service.

Transactional surveys typically take between 5 and 10 minutes to complete. We really appreciate you taking the time to share your feedback.

We publish our performance each quarter here, including some of the results from our transactional surveys, so you can see how we’re doing.

Tenant Satisfaction Measures (TSM) surveys

Twice a year, we measure our overall performance using the Regulator of Social Housing’s Tenant Satisfaction Measures and landlord metrics.

These surveys are carried out by email and telephone and include questions about your overall satisfaction with our service, how we handle repairs and complaints, how safe and well-maintained your home is, and more.

You can view our latest TSM results here.

How we send our surveys

We use a range of methods to send out our surveys. Please look out for the following:

Text message

You’ll receive a message from “Alliance”, asking you to click a link and complete a short survey about your recent experience.

Telephone

You may receive a call from PFA Research, the research agency chosen to conduct telephone interviews on our behalf. Calls from PFA Research will come from a Falmouth, Cornwall area code (01326).

Email (TSM surveys only)

You may receive an email from The Harris Poll UK (formerly maru/matchbox).