You may have received a text or email after you’ve had an interaction with us, but we also carry out a telephone survey, gathering feedback from a broader range of our customers (whether they’ve had a recent interaction with us or not).

From April 2023, all housing associations are required to survey their social housing residents using the same set of Tenant Satisfaction Measures (TSMs) questions, prescribed by the Regulator of Social Housing (RSH), asked in the same way and in the same order. Having a consistent set of questions will better help us and the Regulator identify where we need to improve and where we are doing well. VIVID and all other housing associations must report our results to the Regulator in April 2024. We must also publish our results to customers, so please look out for these on our website and in our newsletters.

TLF Research carry out this survey on our behalf and will be running the survey four times a year. Our next survey is taking place very soon, so if you receive a phone call from TLF Research, we'd be grateful if you would take the time to provide your feedback on your experience with us. 

We really value your feedback. We know that there are clear areas where we need to improve our service to customers and we're working hard across the organisation to address these. For example, introducing virtual appointments to assess requested repairs. These virtual appointments will be used to better identify the materials and time required to complete repairs and will provide a better service to our customers. All teams are also focused on calling customers back when we say we will, and we’re working to reduce call wait times to 15 minutes or less.

Please be aware that any dissatisfaction you may express through our surveys will be analysed to identify common themes to inform where we need to make improvements but will not be treated as an individual complaint. If you do need to make a complaint, please contact us via our website.

What do we do with your feedback?

We analyse your feedback to draw out trends and recurring issues. This then feeds into our ongoing improvement work. We embrace all kinds of feedback, as without knowing where we've gone wrong, we'll never be able to improve.

Are your details safe?

TLF Research is an independent market research agency who carry out the survey on our behalf. They won't use your contact details for any other reason. All information that's shared with them is encrypted and is in line with the UK General Data Protection Regulation (GDPR) and the Data Protection Act (DPA) 2018.  

How long are your details kept for?

TLF Research stores our customers’ information on separate databases, which is deleted after 12 months. If you wish to find out more about TLF, please visit their website.

Your feedback is important to us, so we really appreciate you taking the time to share your views. If you have any questions, please get in touch. For further details on how you can provide feedback, visit our feedback web page.