get involved

Through our customer engagement programme we can shape our service delivery and also get feedback on the support we provide.

What We Do

Our Customer Engagement Team are constantly gathering your thoughts and opinions in a number of ways:

  • If you’ve recently been in contact with one of our services, such as having had a repair done, reported antisocial behaviour or had help from the sustainment team, then you may be contacted randomly for a satisfaction survey.
  • If you’ve shared your email address with us, we regularly send out ad hoc surveys for you to participate in.
  • We also have help from a specialised survey company each year we randomly contact customers every quarter for our Tenant Perceptions survey. This survey helps us understand your current needs and plan for the future. We also ask the Regulator of Social Housings new Tenant Satisfaction Measures (TSM).
  • A large number of you have agreed to participate in other events and activities to voice your opinions in a constructive way. These are our Customer Voices, they take part in ad hoc email/telephone surveys, customer journey mapping and focus groups.

We’re recruiting:

We’re always on the lookout for new people to get involved to help shape our services.  It doesn’t matter how much time, skills or experience you have, it’s your opinion that’s important!

You choose how, where and when to engage with us, your voice is important and we’ll listen the way that suits you best, you can:

  • Respond to a short text survey
  • Join a focus group or task & finish group
  • Help to test our website and other digital platforms
  • Get involved in policy reviews
  • Take part in online surveys
  • Come along to customer feedback events
  • And more!

If you’d like to share your opinions with us please get in touch on 0300 1311 999.

Any customers who’ve recently interacted with one of our services, had a repair done, reported antisocial behaviour, had help from the sustainment team etc…. may be contacted randomly after the case is closed for a telephone satisfaction survey.

All customers with an email address may be randomly contacted for an ad hoc survey where we’d like our customers opinion.  Recent email surveys have explored opinions around service charges, tested a new Anti-Social Behaviour Needs Assessment form, and gathered feedback and satisfaction scores for the Safer Neighbourhoods service area.

Only customers who’ve specifically signed up to take part in ad hoc email/telephone surveys, customer journey mapping and focus groups are known as Engaged Customers you can become and engaged customer by calling 0300 1311 999 and asking to speak to someone from the Customer Engagement Team.

Any customer having a repair or gas safety check could be contacted by our research partner BMG to carry out a satisfaction survey

If you would like to find out more about our upcoming surveys and events, please give us a call on 0300 1311 999 to speak to our Customer Engagement Team.

research for believe housing

Customer views are incredibly important to believe housing. Your feedback helps us to shape the services we deliver and focus on the areas we need to improve.

That’s why we also use independent researchers to talk to our customers and help evaluate the customer experience we deliver. Our research partner BMG work with several other large housing associations to deliver research on customer satisfaction.

BMG is a professional, accredited research company who help us carry out confidential surveys with our customers by telephone, text or email about the services they receive from us. They follow the Market Research Code of Conduct ensuring all of the surveys are carried out by trained market researchers.

BMG are currently carrying out research for believe housing on our repairs and maintenance services and gas safety checks.

Our quarterly Tenant Perception survey will also be carried out by BMG.

The research being carried out uses a sample of customers selected randomly. It is unlikely that you will be contacted by BMG more than once within a three-month period.

If you have concerns about whether the call you are receiving is genuine, call believe housing on 0300 1311 999 to double check.

If you would like to opt out of the survey contact, please email engagement@believehousing.co.uk or call 0300 1311 999.