We're committed to providing the best quality services we can by listening to your views, to help us to shape the services we offer and make sure we're providing value for money.
Surveys are an important tool that help us to understand your needs, experiences and expectations.
We carry out a range of customer surveys to let us know how we’re doing across the services we deliver. These include:
Tenant Satisfaction Measures (TSM) perception surveys
Each year, we carry out TSM perception surveys to find out 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 when you've been in touch. They help us understand how satisfied you are and show us where we can do better.
Since 2020, we’ve been working with a company called Upland Rant & Rave to send out surveys through SMS, email and phone to find out how we’re doing. You’ll simply be asked to rate our service on a scale of 1 (very dissatisfied) to 5 (very satisfied) and why you gave that score. That’s it! No long survey, no list of 20 questions.
We'll sometimes carry out our own surveys for certain situations, and some of our contractors also send their own surveys to check the quality of their work.
Any positive feedback we get, we’ll let the person or team involved know. So, if we’ve done something right, be sure to pass on the praise!
Customer Census survey
Our customer census surveys help us to regularly gather important information about our customers. We’ve just launched our latest one - you can find out more about our census here.
Customer engagement surveys
Sometimes we'll contact you to get your thoughts on specific projects or issues. These help us to listen to your concerns and include you in our decisions. Some surveys may ask about your home. These help us plan future works and spot any repairs that might need doing to keep your home stays safe and comfortable.
You might get a survey by email, phone or through our customer hubb. Surveys can come as text messages, emails with a link or even automated phone calls where you give your answers using the keypad.
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
If you’re ever unsure whether a survey is genuine, you can email us at customer.engagement@stonewater.org and we will let you know. Your safety and peace of mind matter to us, and we’re here to make sure all research is real and trustworthy.
Your voice matters
By listening to what you tell us, we can make changes and improve the services we provide.
We share survey responses and reports with our teams, and work together to understand key issues and make the changes needed.
Surveys are just one way that you can tell us how you feel about our services; find out more about ways you can get involved, here.