At B3Living, we like to check in regularly and see how things are going.
If you’ve been with us for a while, you will have probably been contacted to give feedback.
This might be on a specific service you’ve had recently (e.g. a repair). Or we might’ve checked in to see what you thought of our service more generally.
We don’t do all these surveys ourselves. Sometimes, you’ll get a call from a survey company, so you can speak honestly with someone independent. Right now, the survey company we use is called IFF.
So, what’s new?
Before, we ran surveys and gathered feedback because we found it useful. We care and want to know what is and isn’t going well.
Now, it’s the law.
In April 2023, the Government brought in something called Tenant Satisfaction Measures.
These are a standard set of scores that all housing associations must use to measure their services.
They have been designed to help you see how well your landlord is doing. They also help our official regulator (the Regulator of Social Housing) to compare landlords and see who needs to improve.
This survey is very similar to the general satisfaction surveys we ran before April 2023.
We will still run other surveys to get feedback on specific services. But you will only be contacted if you have received that service recently or if you’re a member of our customer feedback network (our “Customer Community”).
What are the Tenant Satisfaction Measures?
The Tenant Satisfaction Measures look at how well our services are performing.
There are 22 measures in total. They cover:
- Repairs and maintenance
- Building safety
- Listening and engaging with customers
- Complaints
- Managing neighbourhoods
How does this affect me?
The Tenant Satisfaction Measures are there to help you to hold us to account and see how well we’re doing compared to other landlords.
But we also need your help.
Of the 22 measures, 12 measures look at how satisfied you are with our services. That’s why we are calling our customers and asking them to answer a quick survey.
Our survey company pick customers at random – so we can’t say when you will be called.
We aim to survey at least 700 customers a year but will try to avoid calling you about the same survey more than once in a year.
What number do they call on?
If you get a call from 0203 148 7635 (a London area code), it’s IFF, our survey company.
It’s legit and your feedback will be confidential – unless you would like us to follow up with you.
Any queries?
If you have any questions about the Tenant Satisfaction Measures or any other surveys we run, please contact us.