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. They're also a great way for us to understand your views and opinions to help us plan our future work.

Our Tenant Satisfaction Measures 2025 survey is starting in July. It'll run until beginning of September.  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, text or email from Kwest Research. They'll ask about the services we provide.  Thank you if you're able to complete the survey.

Who will contact me?

We've asked Kwest Research to carry out these surveys on our behalf.  Kwest Research is an independent social and market research agency based in Didsbury.

How and when will Kwest Research contact me ?

You may get a phone call from Kwest Research asking about the services we provide.  Kwest Research will call between 9am-8pm, Monday-Friday.  They will call from a mobile number.  Some customers will get an email from mail.manager@kwest.co to take part online.

What will Kwest Research ask me?

Kwest Research will ask what you think about the services we provide. They may also check your contact details are correct. Kwest Research will never ask for any passwords or financial information like your bank account details

What kind of questions will get asked?

Here are three examples of the types of questions we ask.

1. “How satisfied or dissatisfied are you with our overall service?”
2. “How Satisfied or dissatisfied are you that we provide a well-maintained home?”
3. “To what extent do you agree or disagree that we treat you fairly and with respect?”

How long will the conversation take?

They are usually very short to reduce disrupting your day.  The survey will usually take 5-10 minutes.

Is my feedback confidential?

We know some questions may be quite sensitive. If you want, Kwest Research can keep your answers completely anonymous.  If there are any questions you'd 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 say no.

How do I know the data is secure?

Your privacy is very important to us. Kwest Research will protect your privacy and personal data as part of the research. For full details of Kwest Research's privacy policy, please visit their website.

I have not been contacted

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 0300 111 0000, or email getinvolved@wchg.org.uk

I don't want to take part in surveys

That's ok.  The person calling will always check you're happy to take part. If you don't want to, let the caller know and we'll make sure we remove you from our contact list.

Will Kwest Research leave a message if I don't answer?

Callers won't leave messages on answerphones or voicemails. They may recontact the same households a few times at different times on different days.

How often will I be asked to do the survey?

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.

The prize draw to win vouchers

Everyone who takes part in the survey has the opportunity to enter the competition. There's a chance to be one of 10 winners of a £50 voucher. This is optional and you don’t have to enter.

Read more information about the prize draw. 

Why we're doing a prize draw

We hope it will mean we get a wider range of participants as it might encourage some people to take part. It’s also a way for us to give back to some people for them spending the time to tell us what they think.

Who will manage the prize draw?

Kwest Research will do the draw following the guidelines for prize draws. They'll use a random computer-generated number and allocating them to everyone who opted in to the draw. Someone from Wythenshawe Community Housing Group will contact the winners. This will happen after all the Tenant Satisfaction Measures surveys are completed. This will be before September 2025.

Why doing the survey makes a difference

Your feedback leads to real changes and improvements in our service.

If you have more questions

Please call us on 0300 111 0000 or email customerenquries@wchg.org.uk Someone from the team managing the Tenant Satisfaction Measures surveys will contact you.