In addition to the Tenant Satisfaction Measures survey, market research company Kwest carries out a number of monthly transactional surveys on our behalf. These are the surveys that happen just after you’ve used one of our services, and there are nine different surveys including repairs, complaints, and anti-social behaviour (ASB).   

We recently revamped our complaints survey, developed with residents, to focus on how well we handled the process and followed our policy, rather than the complaint outcome.  

You said: You want surveys to focus more on how your complaint was handled, not just the outcome. 

 We’re doing: We redesigned the complaints survey with residents to reflect this — now it asks how well we followed our policy and supported you through the process. 

Since launching in July, the new style survey has delivered valuable insights to help us improve our complaints process.  

Now we’re turning our attention to ASB surveys. Once a case closes, we will work with residents to understand how effective and supportive the process was. These insights will be crucial in helping us to continually improve our services.