TCHG Resident Satisfaction Survey 2020 FAQ
Q What is the survey?
The Community Housing Group is conducting a Resident Satisfaction Survey in 2020. Landlords across the country conduct very similar surveys every 2 years.
All tenant, leaseholder and shared owner households will receive an invitation to take part by email and/or SMS if TCHG hold these contact details. These will commence on the weekend of 14-15 March 2020.
In addition, a sample of 550 residents will also be interview by telephone between 23 March and 10 April 2020 to make sure that final survey results are representative of all residents, including those that do not use the internet.
Calls will come from 01908 278310 This is the number of the Prevision Research call centre in Milton Keynes
E-mails will come from ‘Community Housing Group Survey’ (communityhg@arpsurveys.co.uk). Text messages will come from 07860 017314.
Q. Why are you doing this survey?
We want to know how you feel about the services we provide and will use the results to plan service improvements. We do the survey every few years and ask similar questions so we can also track whether we are improving and take action if we are not.
Q. Who will call me if I’m asked me to take part in the telephone survey?
Our research company ARP Research and their partners Prevision Research will call you with the survey questions.
Q. When will I be called?
Calls are made anytime between 10am and 9.00pm, Monday to Friday.
Q. How do I enter the prize draw?
Simply complete the survey online or take part in a telephone interview if we call you, and your unique code will be automatically entered into the draw to win a £25.00 High Street shopping vouchers.
Q. I don’t want to take part, take me off your list
Take the name and address details, and send them to support@arp-research.co.uk
The email also contains a link to unsubscribe if tenants want to receive no further emails, and those who receive a text message can reply STOP to achieve the same thing.
Q. I am having trouble accessing the online survey.
Some residents will have received an invitation to take part by email or text message. These contain a unique link that will log them in automatically to the survey and allow them to resume where they left off. The email also contains a link to unsubscribe if they want to receive no further emails.
Technical support is available by e-mail to support@arpsurveys.co.uk or by telephone on 0800 020 9564.
The online survey is also available to any resident at the following address www.arpsurveys.co.uk/tchg. The resident has to register with their email address, house number and postcode.
Q. My neighbour has received a phone call, why haven’t I received one?
The survey is being carried out with a representative sample of residents. The sample has been randomly selected by ARP and is big enough to make sure we get statistically reliable results without costing more money than is needed. An online invitation has also been sent to every resident with an email address or mobile number.
This is a recommended way of doing a survey like this and enables us to keep costs down. If you have not been sent a survey in the post you can still take part by going online and completing the survey at www.arpsurveys.co.uk/tchg
Q. Why have you given my contact details to a different company?
To make sure that our survey is independent, we have asked ARP Research to carry it out for us. ARP specialise in running surveys like this for housing providers across the country. This is the same as when we employ contractors to carry out repair work on our behalf.
ARP are not allowed to use your contact details for any reason other than running this survey and conform to the General Data Protection Regulation (GDPR) and the Market Research Society Code of Conduct.
Q. How is the survey confidential if you know who I am?
ARP Research uses your unique code to remove your address from any further communications if you have already taken part or opted out, and to run the prize draw. Any link between your identity and the answers that you give is removed as soon as possible by ARP, and TCHG will never see who you are unless you give your explicit consent.
Q. How much money have you spent on this survey/why are you wasting money etc.?
It is very important that we spend money wisely by providing you with the right services in the right way. This survey helps us to find this out. We get a research company to carry it out to make sure the survey is independent and reliable.
Q. I want to know specific details about how the survey has been designed or is being run, or want to speak to ARP Research directly.
Please telephone ARP Research on Freephone 0800 020 9564, or email support@arp-research.co.uk
