FAQs for transactional surveys

Transactional surveys are used to gain insight into experiences of a specific interaction with one of our services. Using transactional surveys, we can collect real-time views about our services and use this feedback to drive improvements

We carry out a transactional survey as soon as you’ve had an interaction with one of our services. For example, this can be following a repair, after a phone call with one of our advisors or with new customers who’ve just moved into one of our homes.

Transactional surveys are sent by SMS and email from us after you’ve received a service.

You can make a real difference to the services we provide by taking the time to complete a survey. Our customers’ thoughts, feedback, and opinions on the services we offer help shape how they look and are delivered.

Your feedback is consistently monitored to ensure there’s a focus on service improvement. We regularly report responses from transactional surveys to the relevant stakeholders and discuss them frequently to highlight how we’re performing across several service areas.

If you don’t want to be contacted to complete surveys, you have the option to opt out. You can reply to our email with the word ‘STOP’ or you can tell us using our contact us form or by contacting us on 0300 123 5544.

As a thank you for completing the survey, you have the opportunity to be entered into a free monthly prize draw to win a £100 shopping voucher.  

To opt in to the prize draw, we will ask for your email address. This information will only be used to send you your voucher if you win the prize draw and for no other purposes. No person will be identified individually in analysis or in any research report. Any personal data will be retained for only as long as it is needed – for a maximum of six months. 

The prize draw terms and conditions can be found here.