In 2013, we told you about a pilot project that was being carried out to collect feedback from tenants by using independent telephone surveys.

Voluntas, an Independent research company, specialising in measuring and improving customer satisfaction in housing organisations will be continuing to carry out the surveys on our behalf until January 2018, in the first instance.

We are committed to providing you with a great service and appreciate your feedback on how we’re doing. If you’re called, this is your opportunity to tell us what you think. You can tell us what we do well, where we can improve and what services really matter to you. You do not have to take part in the survey, but your feedback will help to shape future improvements.

• Voluntas are members of the Market Research Society, so you can be assured that they follow a strict code of conduct
• Not everyone will be contacted by the Voluntas team, so if they don’t ring, don’t worry
• You don’t have to be involved, but we would appreciate if you could, as it will help us improve our services to you
• The Voluntas team will never ask you for bank or payment details or try to sell you anything
• All information is treated confidentially and TCHG will only contact you to follow up on the survey if you agree to this when Voluntas ask your permission at the end of the call
• Using telephone surveys will help reduce the need for postal surveys and should only take 4-5 minutes of your time
• We will provide Voluntas with some basic details about the service we provide to you, so you can be assured their call is valid
• You can contact Voluntas on 08450 945 068 or email information@communityhg.com to confirm the company’s details or ask questions.

For Voluntas to undertake this work we will need to share some of your personal data (such as name, address, telephone number and date of birth) with them. To provide the opportunity for TCHG to evaluate our performance for different groups of people within our customer base we will also share some of your sensitive personal data (for example gender, ethnic origin, and religious beliefs). We will only pass the information on of those who have given us permission to do so. This conforms to the Fair Data Processing Notice available on the group website and Section 6 (pages 31 & 32) of the Tenants Handbook. (PDF document - opens in a new window)

Voluntas will be processing this data for The Community Housing Group so we must ensure that they abide by the principles of the Data Protection Act 1998. We are obligated to ensure that this data will only be used for the purpose of statistical analysis and all data held by Voluntas will be securely removed from their systems once the research is completed. Should you not wish to partake please contact us using the details below.

If you are unsure about the telephone surveys or want more information or don’t want Voluntas to call you, please call The Community Housing Group customer services on 0800 169 5454 or email information@communityhg.com