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 Sabio. 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.

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

The Tenant Satisfaction Measures

From 1 April 2023, the Regulator for Social Housing will need to collect information on tenants’ satisfaction with the performance of their social landlords through the newly agreed Tenant Satisfaction Measures (TSMs).

Working with IFF Research to learn more about you

Your experience as a customer is a priority for us throughout our organisation. It is vital that we listen to your feedback and develop new ways of working to make experiences effortless and services accessible.

We have commissioned IFF Research to undertake surveys on our behalf to capture your feedback. IFF Research is an independent social and market research agency with a strong reputation for delivering high quality and high impact research.

You may receive a phone call from IFF Research 0203 148 7649 asking about the services we provide.

It’s entirely up to you whether you take part, and if you have any questions about this process please contact us on 0207 326 3700 or email

IFF Research is a member of the Market Research Society (MRS) and abides by the MRS Code of Conduct. For full details about IFF Research’s privacy policy please visit their website via: IFF Research | GDPR.

Please click here to read our FAQs

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.