have your say

Customers are encouraged to share their views on the homes and key services provided by believe housing in a major survey.  

More than 1,500 customers will be selected at random to take part in the annual believe housing tenant perception survey, by telephone or by email.

The first 375 will be contacted from end of June and subsequent waves of surveys will be carried out in September, November and January.

Calls will be made during the day and early evening to reach a variety of customers and accommodate their circumstances.

All feedback is treated confidentially but will be analysed in detail to help believe housing measure its performance and to shape and improve services.

The results will be reported to the Regulator of Social Housing to assess how well believe housing is performing against the Tenant Satisfaction Measures (TSM), which cover repairs, building safety, effective complaint-handling, respectful and helpful tenant engagement, and responsible neighbourhood management.

And information about the survey approach and TSM results will be published online.

Louise Taylor, Director of Corporate Strategy and Assurance at believe housing, said: “This annual tenant perception survey is the largest single measure of customer satisfaction we have, so we really appreciate the time and support of customers who take part.

“It provides us with important information on how our customers use and rate the services we provide and plays a vital role in planning for the future, as we seek to provide healthy homes and support customers and communities.

“Customers who are not contacted during this survey can provide feedback via the customer portal, website, or by calling 0300 1311 999.

“And we regularly consult with our Customer Voices group and engaged customers to ensure tenants and residents are the heart of our decision-making.”

The survey is being carried out by BMG Research, a leading independent research provider with more than 30 years of experience in the field.

Calls will be made by BMG, but anyone who has concerns about whether the call they receive is genuine can contact believe housing on 0300 1311 999 for confirmation.