Customer feedback surveys
How and why we do them
Surveys are an important tool that help us to understand your needs, experiences and expectations.
We use surveys to gather valuable feedback and better understand how we’re doing, what’s working and what isn’t, so that we can deliver high-quality services that meet your needs.
We carry out a range of customer surveys to let us know how we’re performing across the services we deliver.
These include:
Tenant Satisfaction Measures (TSM) perception surveys
Every three months, we carry out TSM perception surveys to understand how satisfied you are with different areas of our services. Your responses help us track how we’re doing and make changes to improve.
These surveys are carried out by an independent company, TLF, to make sure your responses are collected fairly and anonymously – so you can feel confident sharing your honest views.
Find out more about our approach to TSMs and our latest results here.
Rant & Rave and feedback surveys
These surveys are sent after you've interacted with us - like after a repair or getting in touch. They help us understand how satisfied you are and show us where we can do better.
Most of these surveys are run through a feedback system called Upland Rant & Rave, though we sometimes do our own for certain situations. Some of our contractors may also send their own surveys to check the quality of their work.
Customer census survey
Our customer census surveys help us gather important information about our customers that helps us improve the way we deliver services to you by understanding your household more. You can find more information about our census on our website, and read about our latest census results, here.
Customer Engagement surveys
Our customer surveys help us make sure that we can hear lots of our customers ideas when we’re looking to change or improve our services. This could be anything from getting your views on our financial support or engagement offer to see what you’d find useful, or something specific about your home or community.
Surveys can come as text messages, emails with a link or automated phone calls where you give your answers using the keypad. We’ll also promote surveys online, on social media and our customer hubb.
They only take a few minutes, and your feedback makes a real difference in shaping the services and support that we offer.
Making sure surveys are trustworthy
Your safety and peace of mind matter to us. If you’re ever unsure whether a survey is genuine, contact Stonewater and we will let you know. Your voice matters.
By listening to what you tell us, we can make changes and improve the services we provide.
Surveys are just one way that you can tell us how you feel about our services. Find out more about how you can give us feedback, here.