Using more ways for you to provide feedback about our services

Your views are very important to us which is why we will contact you from time to time to take part in service satisfaction surveys. One of the main ways that we ask for your feedback is over the phone when you’ve raised a repair or called our contact centre. We're now expanding how we carry out our surveys and have started to use email surveys, in addition to phone calls.

We work with IFF Research, an independent survey company, who contact you by phone and email to give us your feedback about the service you received from us. They’re a partner member of the Market Research Society (MRS) and keep to their code of conduct, including keeping your information safe. For full details about IFF Research’s privacy policy please visit their website at www.iffresearch.com/gdpr.

We use the results from the surveys to improve our services and will tell you about any changes we have made as a result of your feedback. We will publish the results on our website and report them to the Regulator of Social Housing.

We will also use these surveys to collect and report on information for the Tenant Satisfaction Measures (TSMs), which is a requirement for landlords that is coming into law from April 2023. The TSMs are a collection of surveys and performance information that will help you to understand how well we’re delivering our services as your landlord.

How to take part in the surveys

We will run the surveys throughout the year with residents who use our services. IFF Research may contact you on our behalf by email from myopinions@iffresearch.com and myopinions@iffresearch-dm.com or telephone from 0203 148 7635, inviting you to take part in the short survey to share your experiences about the services you receive from us. It’s entirely up to you if you would like to take part and will only take you a short time to answer the questions in the survey.

If you have any questions about this process or the content in the survey, please contact us on 0300 373 3000 or email us at BI@networkhomes.org.uk.