Customer Satisfaction Survey

We have asked TLF Research to conduct a satisfaction survey on our behalf. They will be calling customers during February and March, and we thought you might like to know a little more about TLF just in case they give you a call.

TLF specialises in running satisfaction surveys and helping organisations understand what they need to do to be better. They work with different businesses, including well-known names such as the Co-op and Direct Line. They also work with housing associations, understanding the information that will help us improve.

We are working closely with TLF on a questionnaire that will be easy to complete on the telephone and gives you the chance to have your say. We will make sure the questions cover the things that matter to you.

TLF follows a Code of Conduct for researchers. The Code makes sure that you, and any information you share, is treated with respect. For example, they will always check if you want your feedback to be anonymous or not. It is important to us that we gather views from everyone. To do this, TLF makes calls during the day and into the early evening. By doing this, they get feedback from anyone who is not available during the day. They will not call later than 8.30 pm. The interviewers understand that your time is precious. If you miss a call from TLF, or it’s not convenient to talk when they call, you do not need to worry. They will call you back at another time and can arrange this for a time that suits you. TLF tell us that their interviewers enjoy talking to housing association tenants because they are happy to give feedback, not only when things are going well, but even when things aren’t always going to plan.

Your opinions matter to us, so we hope you will take part when they call. We will dedicate time to reading all your scores and comments to understand how you feel and what we need to do differently.