Customer Satisfaction Surveys

Our customers are at the heart of all we do and we continually aim to improve the services we provide.

Just like other housing providers, we carry out customer satisfaction surveys to find out what residents think of our services, and ways we can make improvements based on your feedback.

When could we survey you

You may be contacted by phone to ask you about:

  • A recent interaction you had with us or our contractors – we survey people who have had a repair done, contacted the customer services team, moved into a new home, or made a complaint. This helps us understand how well we dealt with your issue and put things right if they went wrong.
  • Your overall satisfaction with us and your home - Customers are selected at random to take part in this ongoing survey. Your views help us understand how we are doing, and to fix things that are not going so well.

Who carries out the survey?

To ensure fairness, we work with Kwest, an external company. The interviewer who calls you should know the name of the person they want to speak to and should tell you that the research is on behalf of Town & Country Housing.   They will never ask you for any bank details or personal data such as your date of birth or any passwords.

Opting out

Taking part in any survey is always optional. Just tell the person who contacts you if you don’t want to take part. If you don’t ever want to be contacted at all about surveys or any other non-essential communication, you can opt out permanently by contacting us.

Your privacy matters

You can take part in the survey anonymously if you wish. Should we want to use your data to help improve our services or if we want to contact you over an issue you’ve raised, Kwest will always ask for your permission first.

The responses to the survey will not be shared with any other company or organisation or used for marketing purposes. You can read more about how we keep your data safe and comply with GDPR in our privacy policy.

We really appreciate your support in taking part in these surveys. If you have any questions, feel free to contact us.

Thank you.