Making sure that we’re consistently monitoring and measuring your feedback and satisfaction is really important to help us improve our services for you.
How do we gather feedback?
We work with an external provider to gather feedback on our behalf. This is currently IFF Research but from September we will be working with MEL Research for the next three years.
MEL Research are experts in engaging and gathering tenant insight feedback across many housing providers. Feedback gathered will help support us to improve the services we provide to you.
What will they ask me about?
Our research partners will often want to get your views on recent services you’ve had from us. It could be based on a recent routine repair, gas service or one of our communal service providers like grounds maintenance or window cleaning.
We might also ask you about when things haven’t gone right, if you’ve recently lodged a complaint.
As well as conducting surveys on your recent experiences with us, MEL Research will also understand surveys with you based on the new Tenant Satisfaction Measures, which were introduced by the Regulator of Social Housing in April 2023.
All housing associations have to submit data on these TSMs and present their annual results. Take a look at our TSM results for 2023/24 here.
How will they contact me?
MEL Research conduct their surveys over the phone, to make sure that we get enough feedback to make our results meaningful and reliable. Surveys take a matter of minutes to complete and your feedback is really important to us.
They will phone you from one of the below phone numbers:
- 0121 604 7056
- 0121 790 0167
- 0121 790 0154
- 0121 790 0139
- 0121 790 0129
They will always tell you where they’re calling from and let you know that it’s on our behalf. MEL Research also adhere to the Market Research Society’s Code of Conduct meaning surveys will be conducted professionally.
However, if you’re ever concerned that the person you’re speaking to might not be legitimate then please hang up and phone our Hub on 0345 60 20 540. Our team will then be able to confirm with you whether the call was legitimate.
If you want to make an impact and get your voice heard, you can also join our My Voice programme as an Involved Tenant. You can join different groups, have your say and help shape our services. Find out more about My Voice here.
