How we collect feedback

How we collect feedback

Feedback and data about what you ask us to do and how you feel about how we do it, play a key role in how we choose improvements. To see a list of the improvements we’ve made recently as a result of your feedback, visit you said, we did page.

We collect feedback in several ways and sometimes we use other companies to carry out surveys or conduct research for us. In all cases, we make sure we protect your data.

Satisfaction and perception surveys

Whenever you contact us, you might receive a follow up text from our partners, CX Feedback to ask how satisfied you were with our service. Replies to a text survey are charged at your standard network rate.

Every now and again you might receive survey, to ask how you think we’re doing in general. We work with the Institute of Customer Services to compare our customer service standards with other leading organisations across the UK. Customers are invited at random to take part in this survey and all responses are anonymous.


If you’re not happy about something, please tell us. We need this feedback to help us get it right next time.

We use information from complaints to identify trends and make improvements to our services.

The Big Door Knock

We’re listening to our customers in a number of ways. As well as the usual surveys you’d expect us to do, we’ve also created our own initiative ‘The Big Door Knock’.

Every three months, all colleagues, including our Chair and executive team, personally get in touch with residents for a relaxed and quick catch-up on what they think of our services.

It also gives us a chance to walk around and see the neighbourhood from our residents’ viewpoint.

Once we have your feedback, we take a good look at what we’ve seen and heard, then take any actions we need to address the issues you raise.

We report back to our residents in our Customer Annual Reports which can be found on our publications page; on our You said, we did page and in the quarterly services update we started sending to residents in 2020.

We also post news articles about our Big Door Knock here on our website.

Previous updates

Summer Big Door Knock 2023 – Royston

Spring Big Door Knock 2023 – Jackmans

Update from our Big Door Knock in Westmill, Hitchin – Winter 2023

Cost of living Big Door Knock  – Autumn 2022 

Summer Big Door Knock 2022 – Retirement Living

Spring Big Door Knock 2022 –  Stevenage and surrounding villages

Winter Big Door Knock 2022 – resident feedback

Autumn Big Door Knock – resident feedback

July 2021 – Big Check In, news story

May 2021 – Big Check In update, news story 

April 2021 – Big Check In, news story 

March 2021 – Big Check In update, news story

September 2020 – Big Check In, news story

Note: During coronavirus, we supplemented our Big Door Knock with Big Check In phonecalls.

We’re listening

You don’t have to wait for a Big Door Knock to let us know what you think.

You can make a complaint, tell us what we could do better or tell us when we’ve done something well at any time.

And if you need to report a repair or have any kind of wellbeing worry, always contact us as soon as you can.

Involved customers

We believe all residents should be able to contribute ideas and feel comfortable challenging how we deliver our services in their homes and neighbourhoods.

We have groups made up of customers who work with us and share their views on specific topics and services.

If you’d like to help visit our get involved page.

Voice of the Resident panel

Our Voice of the Resident panel, (formerly known as the Voice of the Customer panel), is made up of 10 settle residents. They meet every three months to discuss and help us shape and improve our services.

The panel work closely with us and members of our board to make sure that the decisions and direction of our organisation are being guided by what matters most to you.

Meeting updates

Voice of the customer panel – meeting update ( July 2023) 

Newly formed Voice of the Customer Panel hold their first meeting ( March 2023)

How we choose improvements

Our customer promise