Your feedback has told us that you want more opportunities to connect directly with us and build stronger relationships. In response, we’ve broadened the ways we reach out – introducing face-to-face surveys alongside phone calls, letters and emails.
Recognising the differences in our stock size between social rented and shared ownership homes, we’ve tailored our approach to ensure balanced and inclusive feedback:
- Social rented homes. We used a stratified random sampling method to ensure a representative cross-section of customers.
- Shared ownership homes. Due to our lower stock size, we conducted a census-style survey to ensure compliance whilst ensuring results were representative.
The survey ran from 7 January to 31 March 2025, and was carried out in partnership with independent research agency Social Engine, who conducted the phone interviews. We analysed the results internally to ensure we fully understood your views.
To encourage participation, all respondents were offered the chance to enter a prize draw to win £250, £150 or £100 worth of shopping vouchers.
We identified geographical location and age group as the most critical factors to ensure representative results.
We excluded the following from our survey:
- 483 potential respondents due to issues of customer capacity in our care and support schemes.
Most surveys (70%) were completed over the phone, with 25% face to face and the remaining 2% completed online. To ensure inclusiveness letters were sent to 3% of customers who had a special requirement or where we didn't have appropriate contact details.