Resident satisfaction and feedback

At SW9 we carry out several different surveys across the year. These surveys are aimed at finding out how you feel about the services we provide. They help us to find out what we do well, and where we need to improve.

Types of surveys

  • Repairs Survey – This is undertaken by an organisation called IFF-Research (formally called Voluntas). They undertake telephone surveys of a random selection of residents who have had a repair completed in their home recently. This result of this survey is fed back to our contractors at our monthly meetings.
  • Re-let survey - This is also undertaken by IFF-Research. You may receive a call if you have moved into one of our properties within the last few months. It aims to find out how happy you were with the letting process.
  • Customer Services Survey – This is an automated survey undertaken by a company called Bright UK. The survey asks you to click on numbers on your keypad in response to questions. You may receive a call if you have recently called our office. It aims to find out how helpful you found our call operators.
  • Text/email Surveys – These are undertaken at various times of the year and may ask about a certain service that we provide, for example housing services, repairs or estate services. These may be texted or emailed directly to you, or you can click on the link shared on social media or on the website.
  • STAR Survey – This is undertaken every three years, and includes questions that are put together by HOUSEMARK, a company that is expert in resident satisfaction. This survey helps us see a statistically accurate picture of how satisfied our residents are and allows us to compare SW9 with other housing associations of a similar size. The next survey is due in 2023.

You may receive other surveys across the year from on behalf of us or Network Homes.

Why should I take part?

Your feedback provides us an idea of how well we are doing at delivering our services. Both positive and negative feedback is valued and is shared with the team. It is essential for guiding us towards what changes we need to make.

Privacy Policy

To view our Privacy Policy, so you can see how we look after your data when you complete a survey, please click here.