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.
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.
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.
Note: During coronavirus, we supplemented our Big Door Knock with Big Check In phonecalls.
You don’t have to wait for a Big Door Knock to let us know what you think.
And if you need to report a repair or have any kind of wellbeing worry, always contact us as soon as you can.
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.
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.