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 telephone 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 around November and December who randomly contact customers for a STAR survey which is quite in-depth. This survey helps us understand your current needs and plan for the future.
  • 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 Engaged Customers, they take part in ad hoc email/telephone surveys, customer journey mapping and focus groups.

Our customers are the core of our business and we’re asking you for more input on how you would like us to do things.  Your opinions are important, if you’d like your voice to be heard and help shape how we grow here at believe housing you can get involved in many ways, for example: focus groups, customer journey mapping, website testing, ad hoc online surveys and much more to support service improvement and development.

We can get in touch with you in a number of ways if you let us know your preferences by clicking here.

If you would like to find out more about our upcoming surveys and events, please check our timetable by clicking here.

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 new-build homes, as well as our repairs and maintenance services and gas safety checks.

The annual survey of tenants and residents (STAR) 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 or call 0300 1311 999.

You Said We Did

As a result of customer feedback we’ve made many changes, some examples are:


you said:

Customers moving into new build properties fed back about issues they face in the first few weeks after they move in.

we did:

We introduced a two-week visit after you move into one of our new build homes to look at sorting any snagging issues and help with any questions you have about living in your new home.

you said:

When customers get the keys to one of our new build homes there is a lot of information to take on board in one go and you let us know this is often confusing.

we did:

A New Home User Guide (HUG) has been developed and is now given to each customer, together with a welcome pack as a thank you for choosing a new build home from believe housing.

you said:

A customer we contacted for a telephone survey asked if we could email a link to an online version of the survey to complete at a more convenient time.

we did:

We’re currently developing online versions of all surveys conducted by the Engagement team so we can give our customers options of telephone or digital response.

It's always important for customers to be able to give an opinion. Its 100% nicer to be asked for your opinion than having to ring in about things. I feel much more valued as customer.

Miss Leann Larssen, Newbottle

Being able to give my opinion means I can help change the way our estates are viewed and the often undeserved reputation of the people living here.

Miss Laura Devaney, Gilesgate

Latest news and upcoming events

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exciting opportunity to join believe housing’s Values Group

customers needed to help believe housing allocate its community grants

About Us

We are an innovative, multi-award-winning, not-for-profit housing association. It is investing heavily to deliver life without barriers in homes and communities.

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Values Group

Comprising mainly of tenants, the Values Group is the voice of our customers.

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Contact Us

It's never been easier to keep in touch or provide your feedback with our new online customer portal, upgraded app, and website.

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