Customer Satisfaction Surveys

Our customers are at the heart of all we do and we continually aim to improve the services we provide.

To help us do this, we run surveys to capture feedback and opinions. We take feedback from a sample of residents (enough to make sure the data is reliable), so you won’t be called every time. In total we speak to about 400 residents each month.

As a customer, you may be contacted by phone to ask you about:

  • A recent interaction you had with us or our contractors – we survey people who have had a repair done, contacted the customer services team, moved into a new home, or made a complaint. This helps us understand how well we dealt with your issue and put things right if they went wrong.
  • Your overall satisfaction with us and your home. Customers are selected at random to take part in this ongoing survey. Your views help us understand how we are doing, and to fix things that  are not going so well.

We very much appreciate you taking the time to share your views and experiences with us.

Frequently asked questions

Why are we doing this?

Simply to get better at what we do – answering questions about your experience as a customer of Town & Country Housing will allow us to improve the service we provide to our 9,000+ tenants in the future. Taking part in the survey is voluntary and we really appreciate people giving up their time to do the survey. If you have any questions about the customer research, do get in touch.

Is taking part anonymous?

Taking part anonymously is always an option – we value all feedback. For some of our surveys we will ask your permission to link your answers back to other data we hold on you to improve our analysis of the survey. Your answers will still be kept separately and will not be stored on our resident database or used for any other purpose. We may also ask for your contact details in order to follow up on issues raised in surveys. You are welcome to say no to both of these and remain anonymous if you prefer.

How will I know the call is genuine?

We are working with a market research agency called Kwest to undertake surveys for us. The interviewer who calls you should know the name of the person they want to speak to and should tell you that the research is on behalf of Town & Country Housing. They will never ask you for any bank details or personal data such as your date of birth or any passwords.

Do I have to take part?

Taking part in any survey is always optional. Just tell the person who contacts you if you don’t want to take part. If you don’t ever want to be contacted at all about surveys or any other non-essential communication, you can opt out permanently by contacting us CONTACT US – Town & Country Housing

How is my data kept safe?

The responses to the survey will not be shared with any other company or organisation or used for marketing purposes. You can read more about how we keep your data safe, and comply with GDPR here in our privacy policy Data protection and privacy – Town & Country Housing