Tenant satisfaction measures survey: questionnaire

Telephone introduction script

Hello is that (Respondent Name)?

My name is (Interviewer Name) and I'm calling on behalf of Leeds City Council's Housing Service from an independent research agency called Acuity. We are carrying out short satisfaction surveys with (Respondent Description)'s to find out how satisfied you are with your home and with the services that you receive from them. Would you be able to spare 12-14 minutes to go through the survey with me now? IF NO ASK: can I call back at another time?

IVR READ OUT: The survey will be used to calculate annual tenant satisfaction measures to be published by Leeds City Council and reported back to the Regulator of Social Housing.

If the customer would like to verify the validity of this survey they need to contact Leeds City Council by email – HousingEnquiries@leeds.gov.uk (bitmo.enquiries@belleisletmo.co.uk for Belle Isle Tenancy Management Organisation) or by phone – 0113 378 3330 (0113 378 2188 for Belle Isle Tenancy Management Organisation).

Data sharing if challenged - "Your landlord will, from time to time, share your personal data with third parties for "legitimate interests". This could be transferring it to repairs contractors to carry out repairs or for research purposes such as this, to ensure that they are giving the best service possible. When signing your application form or agreement, you are automatically included in this legitimate interest clause which can also be found in the data privacy statement on your landlords' website. You can however opt out of this by contacting your landlord. If you are not happy that your landlord has passed your details to us and would rather we did not contact you again, we can remove your details from our system and flag this back to your landlord. I would however urge you to contact them to request your details are not shared with other parties".

Before we start, I need to make you aware that we are bound by the Market Research Society Code of Conduct. All calls will be recorded for training and quality purposes. Any information that you give us will be treated in confidence and will be used to find ways of improving the service that Leeds City Council's Housing Service provides. 

Leeds City Council will be able to Identify you from your survey response, are you happy to continue?

If asked call recordings are stored for 90 days to allow for our company to verify and validate the quality of the interviews.

Yes/No

Telephone end of summary text

If you are dissatisfied with the service provided by Leeds City Council's Housing Service, they do have a complaints process you can access by calling 0113 222 4405, emailing complaints@leeds.gov.uk or by completing a form on their website where you will find more information (https://www.leeds.gov.uk/consultations-and-feedback/complaints-compliments-and-feedback).

We have now come to the end of the survey. Just to confirm my name is <Interviewer Name> and I've been calling from Acuity on behalf of Leeds City Council's Housing Service, thank you very much for your time in completing the survey.

IVR Note: If resident asks for contact details to check this is a genuine piece of market research: Acuity – Tel: 01273 287114, alternatively The Market Research Society (of which Acuity is a member) Tel: 020 7490 4911.

Online introduction text

Dear NAME,

Leeds City Council has asked us to carry out an independent survey to find out if you are happy with your home and the services they provide.

The survey should take no more than ten minutes to complete and will help Leeds City Council to improve the services you receive.

To complete the survey please click here >>

If you have any questions or would like any help completing the survey you can email me or call 01273 287114.

Finally, we wish to assure you that what you tell us will be confidential. We will not identify any individual customers, unless you give us permission to do so. We will not share your personal details with any other organisation.