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We’re making some changes to how we collect your feedback, and we want to make sure you know what to expect.
From now on, you might receive survey messages from a new phone number: +44 7401 369965. If you receive a survey by email, it will appear from VIVID, so you’ll know it’s from us.
Some of our surveys will now be sent as a link in a text or email, rather than the usual two-way text message. This means instead of replying directly to a message, you’ll click a link to complete the survey online.
We’re starting this new method with two types of surveys: one sent after we complete a repair, and another when you move into your home. Surveys about customer contact and complaints are already being sent this way. However, some surveys will continue to be sent using the current method for now. These include surveys about anti-social behaviour cases, planned maintenance, and home purchases.
Our priority is to send surveys by SMS, but if we don’t have a mobile number for you, we’ll send it to your email address instead.
There’s no charge for completing the survey itself, but if you’re using mobile data to access the link, your usual data charges may apply.
Your feedback is really important to us. It helps us understand how we’re doing and where we can improve, so we can better meet your needs. We encourage you to be open and honest in your responses.
If you’d prefer not to receive surveys, you can opt out at any time. Just reply to the SMS with the word ‘STOP’ to unsubscribe. If you receive a survey by email, there will be an unsubscribe button included. And if you’d like to opt out of all surveys completely, just get in touch with us directly.