Changes to how we contact you for feedback on our services

As well as asking for feedback about your experience with our contact centre, from time to time, we contact residents to take part in a satisfaction survey about our services overall, which you may be familiar with if you have been contacted before. We work with IFF Research, an independent survey company, to complete these surveys and they call you to give you the opportunity to let us know how you found the service you received from us. The phone number that IFF Research use to contact you has changed to 0330 027 0103. 

IFF Research run these telephone and email surveys throughout the year with residents who use our repairs or lettings services. They randomly select residents who have recently used our services and invite you to take part in a short survey to share your experiences. Your feedback is very important to us, so we recommend that you save IFF Research’s phone number on your phone or note it down in your address book so you know it’s a legitimate call if they contact you, as we’d love to hear your feedback. It’s entirely up to you if you would like to take part in this or our contact centre surveys, and it only takes a short few minutes to answer the questions. 

We also work with an independent research company called Acuity Research & Practice to conduct surveys to capture your feedback on the questions set out in the Tenant Satisfaction Measures (TSMs), introduced by the Regulator of Social Housing (RSH) in 2023. You can click here to view our tenant satisfaction measures for 2023/24. If you are selected to complete a survey by Acuity, you will be called from the telephone number 0125 659 4005 or emailed from acuity@euro.confirmit.com.  

If you are contacted by any of these email addresses or telephone numbers, please be assured that these are legitimate surveys from our independent research partners.

If you would like to know more about IFF Research’s code of conduct, how they keep your information safe and their privacy policy, please visit their website at www.iffresearch.com/gdpr. If you have any questions about this process or the content in the survey, please contact us by emailing BI@networkhomes.org.uk or call 0300 373 3000.