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 Engaged Customers, they take part in ad hoc email/telephone surveys, customer journey mapping and focus groups.
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 firstname.lastname@example.org or call 0300 1311 999.
You Said We Did
As a result of customer feedback we’ve made many changes, some examples are:
Customers wanted to know what we did with the feedback and ideas generated at the focus groups and online surveys.
Our first believe in feedback event was held in June. All customers who’d previously taken part in a focus group or an online survey were invited along to hear from different teams on how we incorporated their thoughts and opinions into our way of working.
Customers moving into new build properties fed back about issues they face in the first few weeks after they move in.
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.
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.
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.
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’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.
After conducting an online survey tenants told us they wanted to see more information on retrofit support, energy and cost of living advice to reduce our impact on the planet.
We used this feedback and have incorporated retrofit support, energy and cost of living advice into the new Green Action Plan as well as in our monthly e-newsletters.
At a recent focus group, tenants were able to input their views on the new Decoration and Disruption Policy, to ensure it is clear, reasonable and fair.
We amended the policy including; how/when customers are made aware of the Decoration and Disruption allowance and how to access it. As well as an increase in the amount of allowance which customers agreed was fair and what can and can’t be claimed for.
Customers in Central Durham told us they had a number concerns about property condition and antisocial behaviour in the area, they asked for a way to communicate these concerns to us.
We set up a resident’s group to help listen to customers concerns, so far these include:
• Working with colleagues in estates to cut back, strim and clear overgrown green spaces and remove intrusive ivy.
• Joint visits with building surveyors.