We’re committed to listening to what you tell us and using your feedback to improve our services.
We carry out a range of customer surveys to let us know how we’re doing across the services we deliver.
Tenant Satisfaction Measures (TSM) surveys
Tenant Satisfaction Measures were created by the Regulator of Social Housing, and all social housing providers in England complete this survey every year. The results:
- Help you to see how we're performing, covering areas such as repairs, complaints, anti-social behaviour, and how we listen to your feedback.
- Help us to keep track of how we’re doing and where we need to focus and improve.
An independent company, TLF, carry out the surveys to make sure your responses are collected fairly and anonymously, giving you the chance to share your honest views.
Transactional Feedback Surveys
We send customers short feedback surveys after key interactions with us; for example, when a repair is completed or when you’ve contacted one of our teams.
These surveys help us understand your experience and focus on improving the services that matter to you.
To do this, we work with In-house Research (IHR). Depending on what we’ve helped you with, you may receive a quick digital survey by text or email, or IHR might give you a short phone call to check in about your experience and what we could improve.
If IHR get in touch with you, it’ll be from the following phone number: 01202 049004 (SMS invites from IH Research) or an email address ending with '@stonewater.tenantsatisfaction.co.uk'. However, if you're ever unsure if a survey is genuine, please feel welcome to get in touch, and we’d be happy to check this for you.
Some of our contractors may also send out their own quality-check surveys alongside this, which helps to give us more detailed information about how our services are performing.
All feedback is shared with the teams involved so we can recognise great service and address anything that didn’t go as expected. Your views help shape how we work, and we appreciate you taking the time to tell us about your experience.
Customer Census survey
We regularly carry out customer census surveys to make sure we have the most up-to-date information about you and your household. This helps us to make sure we can change our services to suit the needs of anyone living in your home and make reasonable adjustments.
It also helps us to understand all our customers' needs and where we need to improve and focus our services.
Customer engagement surveys
We want to involve customers when making decisions about any changes to your home, services, or communities. So, we often send specific surveys to get your thoughts, concerns, and ideas. They could be about:
- Your home
- Your local area
- Planned improvements
- Changes to services
- New services
By getting involved in these surveys, you help us to plan and change.
Surveys are usually sent as a link by email, text message, or posted on our customer hubb. We also use phone calls, and some will be automated, where you answer using your keypad.
Stay safe from scams
We know scammers can use surveys to collect your personal information. So, if you’re ever unsure about a survey you’ve received, please email customer.engagement@stonewater.org with any details, and we’ll investigate and let you know if it’s safe.
Feedback form
This form is a quick and easy way to give us your thoughts on what’s gone well or where we could do better.
Fill in the form to let us know about:
- Improvements. If you’ve got feedback, an idea, or a suggestion on how we can make things better, then we want to hear them.
- Compliments. If you’ve received excellent service or someone has gone above and beyond, then we want to know about it so they can be recognised.
We’ll respond to your ideas and compliments and make sure they’re shared with our teams and colleagues.
