Tenant Satisfaction Measures

How are we doing?

We want to make sure we’re continually designing and delivering services that meet your needs, which is why we’ll be surveying our customers as part of the new Tenant Satisfaction Measures that all housing associations will use to understand and report on customer satisfaction.

How will the surveys be carried out?

We will be carrying out the surveys in a number of ways:

• Voice, our customer feedback platform, or
• email (through a company called Maru), or
• telephone (through a company called PFA Research).

When is this happening?

The surveys will start on Monday 15 May and will continue for a few weeks.

Will you be contacted?

If you’ve already joined Voice, then you can complete the survey on there.

If not, then if you’re the lead tenant in your household, you may be contacted. Please note that we can only accept one response per household.

If you’ve not yet signed up for to Voice and would like to, you can join here: voice.guhg.co.uk/

What questions will be asked?

You’ll be asked a number of questions about how satisfied or dissatisfied you are with Grand Union and services and/or repairs we have provided over the past 12 months.

How often will we ask these questions?

We’ll ask the same set of questions every year.

Will you get to see the results?

Of course! We’ll publish the results here on our website so you can see how we’re doing.

Message for those holding on the phone

If you have been contacted by either Maru or PFA Research to answer some survey questions, please don’t worry, as these companies are carrying out a survey on our behalf.