How we collect feedback

Updated: 06/08/2024

Feedback and data about what you ask us to do and how you feel about how we do it, play a key role in how we choose improvements. To see a list of the improvements we’ve made recently as a result of your feedback, visit you said, we did page.

We collect feedback in several ways and sometimes we use other companies to carry out surveys or conduct research for us. In all cases, we make sure we protect your data.

Satisfaction and perception surveys

Tenant Satisfaction Measures have been introduced by the Regulator of Social Housing, to assess how well housing providers are doing at providing good quality homes and services.

We are working with an independent company, Acuity Research and Practice to carry out Tenant Satisfaction Measure surveys with residents on our behalf.

A member of the Acuity team may contact you through a phone call or email and will ask a series of questions which will allow you to express how satisfied or dissatisfied you are with services we provide. Acuity may also contact you directly after a contact with us to see how your experience was.

Transactional surveys

It is important to us to understand how you feel about the services you receive in real-time. When you’ve had an interaction with us, we might follow-up to ask you how it went.

You might see the name of our partner carrying out these surveys on our behalf, CX Feedback. The surveys will be sent by email and text to ask you if you are happy with our services and get your feedback on what we can do better.

Complaints

If you’re not happy about something, please tell us. We need this feedback to help us get it right next time.

We use information from complaints to identify trends and make improvements to our services.

The Big Door Knock

We’re listening to our customers in a number of ways. As well as the usual surveys you’d expect us to do, we’ve also created our own initiative ‘The Big Door Knock’.

Every three months, all colleagues, including our Chair and executive team, personally get in touch with residents for a relaxed and quick catch-up on what they think of our services.

It also gives us a chance to walk around and see the neighbourhood from our residents’ viewpoint.

Once we have your feedback, we take a good look at what we’ve seen and heard, then take any actions we need to address the issues you raise.

We report back to our residents in our Customer Annual Reports which can be found on our publications page; on our You said, we did page and in the quarterly services update we started sending to residents in 2020.

We also post news articles about our Big Door Knock here on our website.

Previous updates

Big Door Knock – What residents aged between 24-34 told us – Spring 2024

Winter Big Door Knock 2023

Summer Big Door Knock 2023 – Royston

Spring Big Door Knock 2023 – Jackmans

Update from our Big Door Knock in Westmill, Hitchin – Winter 2023

Cost of living Big Door Knock – Autumn 2022

Summer Big Door Knock 2022 – Retirement Living

Spring Big Door Knock 2022 – Stevenage and surrounding villages

Winter Big Door Knock 2022 – resident feedback

Autumn Big Door Knock – resident feedback

July 2021 – Big Check In, news story

May 2021 – Big Check In update, news story

April 2021 – Big Check In, news story

March 2021 – Big Check In update, news story

September 2020 – Big Check In, news story

Note: During coronavirus, we supplemented our Big Door Knock with Big Check In phonecalls.

We’re listening

You don’t have to wait for a Big Door Knock to let us know what you think.

You can make a complaint, tell us what we could do better or tell us when we’ve done something well at any time.

And if you need to report a repair or have any kind of wellbeing worry, always contact us as soon as you can.

Involved residents

We believe all residents should be able to contribute ideas and feel comfortable challenging how we deliver our services in their homes and neighbourhoods.

We have groups made up of residents who work with us and share their views on specific topics and services. We are currently recruiting members to join settle connect, our online community open to all Settle residents, and also to join our Green Panel.

If you’d like to help visit our get involved page.

Voice of the Resident panel

The Voice of the Resident panel is a group of 14 residents appointed following an application and interview process.

Members bring with them a diverse range of experiences and a great deal of enthusiasm for representing all tenants. They meet regularly with Settle colleagues, to discuss, shape and improve our services and hold settle to account.