Tenant Satisfaction Measures FAQs
What are the Tenant Satisfaction Measures?
They’re a way of measuring how we, and all social housing providers in England, are performing. They’ve been put in place by The Government and Regulator of Social Housing. Your views decide how we score.
Our Tenant Satisfaction Measures 2024 survey is starting in May and will run until August. We're using an independent company, Kwest Research, to survey residents. The results will be available for everyone this autumn.
As a resident you may receive a phone call or email from Kwest, asking about the services we provide. Thank you if you're able to complete the survey.
We've asked Kwest Research to carry out these surveys on our behalf. Kwest is an independent social and market research agency based in Didsbury.
You may receive a phone call from Kwest Research asking about the services we provide. To give you flexibility on when you can take part, Kwest will call between 9am-8pm Monday-Friday. They will call from a mobile number. Some customers may be emailed from mail.manager@kwest.co and invited to take part online.
Kwest Research will ask your opinions on the services we provide and may check your contact details are up to date. Kwest Research will never ask for any personal passwords or financial information such as your bank account details.
They are usually very short to reduce disruption to your day. The survey will usually take 5-10 minutes.
We recognise some topics may be quite sensitive, so if you want, Kwest can keep your responses completely anonymous. If there are any questions you would prefer not to answer, please let the caller know. At the end of the survey, the person calling will ask if you would be happy for us to contact you. You can always say no.
Your privacy is very important to us. Kwest Research go to great lengths to preserve your privacy and protect the personal data used in conducting all research. For full details of Kwest Research's privacy policy, please visit their website.
We only contact a sample of our customers, enough to make sure the data is reliable, so you may not be contacted this time. If you've not been contacted but want to tell us what you think, we'd love to hear from you. You can call us on 0800 633 5500 or 0300 111 0000, or email getinvolved@wchg.org.uk
That's fine. The person calling will always check you're happy to take part. If you'd prefer not to, just let the caller know and we'll make sure we remove you from our contact list.
Callers won't leave messages on answerphones or voicemails but may recontact the same households a few times at different times on different days.
This is a survey we run every year. We invite a random sample of residents to take part, helping us get a true understanding of opinions.