Customer news Research

Share your feedback faster!

We want to make it easy for you to share views about our services, so we’re introducing a new way you’ll be able to share your views.


Once launched, we’ll be sending you a short text message every time:


  • You’ve had contact with our customer experience team
  • After a repair or any planned works have been carried out in your home
  • Following a complaint or an Anti-Social Behaviour case.


For new customers we’ll be asking how they feel about their first experience and their new home.


You’ll get 2 text messages that will say they are from us.


  • We’ll ask you how you felt about the ‘overall service’ you’ve received and to score us from 1 (very dissatisfied) to 10 (very satisfied).


  • You’ll then get a message asking why you gave us this score and we hope you can tell us more about your experience. 


If we don’t have an up-to-date mobile number for you, we’ll ask for your feedback via email instead. Unfortunately, if we don’t have an email for you, we can’t ask for your feedback this way. You can update your details by creating an online account if you haven’t done so already.



Your feedback will help us to understand your views more clearly and to respond quickly if you tell us you still have outstanding issues.


Texts will be charged at your service provider’s standard rate or included in your bundle if you have a text allowance.


All feedback will be used and analysed to improve services that affect you, so we would really appreciate you taking a few seconds to reply!


And rest assured we take handling of your data seriously. You can find out more in our privacy notice


If you do not wish to be contacted to provide feedback, please contact us to let us know