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How we collect your feedback

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

Join our resident engagement panel

Are you passionate about social housing? Do you want to help make settle a really great landlord? 

At settle, we believe all residents should be able to contribute ideas and feel comfortable challenging how we deliver services in your homes and neighbourhoods.

You can be part of improving these services by joining our resident engagement panel. We'll have a range of topics for you to share your views on and different ways for you to do this - from emails to meetings and discussion groups, opportunities that take a few minutes or some that might take a bit more of your time. Whether you have a few minutes or longer your involvement - virtually or in person - will be really valued.

We’d love to hear from you

Please fill in our short form or call us to let us know you’d like to get involved. Please tell us what interests you, and a colleague from our engagement team will be in touch to let you know more.

To show our appreciation for the time you spend with us, we'll offer shopping vouchers that can be spent at retailers such as Iceland and Argos.

Even if this isn't for you, please get in touch at any time and share your suggestions or ideas for how we can improve the services we provide. Our commitment is that we will always listen, learn and act on the feedback we hear.

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.

Complaints

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

Several times a year, colleagues across settle contact customers either face-to-face or by phone to ask them how they’re doing and if there’s anything we can do to help.

We’ll always identify ourselves and we won’t ask you for your personal information.

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