Learning more about residents and getting your feedback
03 August 2023
Your experience as a resident is important to us and it’s important that we listen to your feedback and develop improved ways of working to make your experience effortless and our services accessible. During August and September IFF Research, an independent research company working on our behalf, may contact you to take part in a short phone survey where you can share your views about us as a landlord and the service we provide.
Since 1 April 2023, the Regulator for Social Housing has been collecting information on tenants’ satisfaction with their landlords. To support this, we’re working with IFF Research to carry out extra surveys to capture your feedback on satisfaction. We already work with IFF Research to collect your feedback on specific services such as repairs after you’ve used them, so you may have received calls or emails from them before.
Phone numbers to look out for
For this one-off survey they’ll be contacting a wide range of residents, not just those who have recently contacted us about our services. A sample of tenants and shared owners will be randomly selected which means you may receive a call from IFF Research on 0203 148 7649 to take part. This is in addition to the ongoing IFF Research surveys we do on specific service areas which come from the phone number 0203 148 7635. We recommend that you save IFF Research’s phone numbers in your address book, so you know it’s them.
More information on the surveys and IFF Research
It’s entirely up to you whether you take part in the surveys. If you have any questions about this process, please email them to BI@networkhomes.org.uk or call 0300 373 3000.
IFF Research is a member of the Market Research Society (MRS) and abides by the MRS Code of Conduct. For full details about IFF Research’s privacy policy please visit their website.
Frequently asked questions
To find out more please check out the following frequently asked questions.
Why are you carrying out this research?
We are always working to improve our services and to do this we need your feedback. We want to know the good, the bad, and the ugly so we can make sure we are getting our services right for you.
From 1 April 2023, the Regulator for Social Housing will be collecting information on tenants’ satisfaction with their landlords, responses from all participants will be gathered and shared with the Regulator.
Who will contact me?
We have commissioned IFF Research, to carry out surveys on our behalf. IFF Research is an independent social and market research agency with a strong reputation for delivering high quality and high impact research.
How and when will IFF Research contact me?
You may receive a phone call from 0203 148 7649 asking about the services we provide. To give you flexibility on when you can take part, IFF Research will call between 9am to 8pm from Monday to Friday and between 11am and 4pm on Saturdays.
What will IFF Research ask me?
IFF Research will ask for your opinions on the services that we provide and may check that your contact details are up to date.
IFF Research will never ask for any personal passwords or financial information such as your bank account details.
How long will the conversation take?
The conversations are usually very short to reduce disruption to your day. The survey will typically take no more than 10 minutes.
Is my feedback confidential?
We recognise that some topics may be quite sensitive, should you wish - IFF Research can keep your responses completely anonymous. If there are any questions which you would prefer not to answer, please let the interviewer know. We will never include anything in our findings that could personally identify an individual. At the end of the survey, the person calling will ask you if you would be happy for us to contact you. You can always say no.
What information about me do you share with IFF Research?
We will only share information with IFF Research that is relevant to help analyse findings and make sure feedback is representative of our different customer groups. The information will include your name, address, telephone number and email address.
How do I know the data is secure?
Your privacy is very important to us. IFF Research go to great lengths to preserve your privacy and protect the personal data used in conducting all research. For full details about IFF Research’s privacy policy please visit their website.
Why have I not been contacted?
We only contact a sample of residents (enough to make sure the data is reliable), so you may not be contacted every time. If you have not been contacted but want to tell us what you think, we would love to hear from you. Please email BI@networkhomes.org.uk or call 0300 373 3000.
I do not want to take part in surveys
That is fine. The person calling will always check that you are happy to take part. If you would prefer not to, just let the caller know, and we will make sure we remove you from our contact list.
