survey to capture customer views | believe housing

survey to capture customer views

16 November 2021 - Latest news

A major survey on customer satisfaction with key services delivered by believe housing is set to start.

The annual Survey of Tenants and Residents is an in-depth telephone-based survey designed to gather feedback on homes and all of the major services provided by the County Durham-based housing association.

believe housing customers will be selected at random to take part in the research, which is carried out independently. The 2021 survey is due to begin on Friday, November 19 with calls taking place over a month-long period.

Calls will last around 10-minutes. They will be made during the day and early evening to reach a variety of customers and accommodate their circumstances. All of the data collected will help believe housing to improve services for its customers and shape planning across the organisation to ensure.

For the first time, the 2021 survey is being carried out by BMG, a leading independent research provider with more than 30 years’ of experience in the field. Calls will be carried out by BMG, but anyone who has concerns about whether the call they are receiving is genuine can contact believe housing on 0300 1311 999 to confirm.

Louise Taylor, Director of Corporate Strategy and Assurance at believe housing, said: “This annual survey is the largest single measure of customer satisfaction we have. Used alongside our wider engagement with customers, it provides us with hugely important information on how our tenants use, and rate, the services we provide.

“All of the information provided by customers is analysed in detail to help shape and improve the services we offer. It also plays a vital role in planning for the future, especially as we look at the long-term impacts of changes brought about by the coronavirus pandemic.

“We know it might not be easy for everyone who is contacted to spare the time to take part; but we really do value the help our customers provide.”

The last survey, carried out in 2020, found that overall customer satisfaction stood at 86.8% and that 9 out of 10 felt that the services delivered by believe housing met their needs.

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