Customer satisfaction surveys
Help us understand how well we are delivering our services to you
It is important for us to get feedback on our services directly from residents so that we know what’s working well and what we need to improve.
To do that, we carry out a range of customer satisfaction surveys linked to the services we provide to you. Most of the surveys are triggered by an interaction with us. For example, if you have a repair carried out at your property, the survey will be issued following the completion of that repair.
Some of the satisfaction surveys are carried out on our behalf by independent market research agencies – we have listed them below, so that if you receive an email or a phone call from them, you’ll know that it is genuine. They will never ask you for any personal information such as your address or date of birth.
The surveys are carried out in different ways, so you may receive an email with a link to an online survey, you may receive an automated phone call where you are asked to input your scores using the keypad or you may receive a call from an interviewer at the research agency.
The individual survey responses are passed back to the relevant business area along with summary reports of the findings. We work closely with each team to understand the key issues and work with them on the changes that are needed.
Your feedback is vital to helping us understand how well we are delivering our services to you. We really appreciate you taking the time to share your experiences with us, so that we can improve our processes and services.
The table below provides a list of the customer satisfaction surveys and who the survey contact will come from:
|Customer satisfaction survey topic||Who will contact you?||How will the survey be carried out?|
|Repairs (quick immediate feedback)||L&Q||SMS/Text Message|
|Repairs (more detailed feedback a few days later)||BMG Research||Email with a link to an online survey|
|Lettings - moving into a rented property (typically as a social housing tenant)||Telephone (speaking to a person)|
|Gas servicing visits||Email with a link to an online survey|
|Moving into a new build property||The Leadership Factor (TLF) research||Telephone (speaking to a person)|
|One year after moving into a new property|
|Customer Service Centre (call centre) - including email, social media and out of hours queries)||Sabio research (formerly known as Bright research)||Telephone (automated) or an email with a link to an online survey|
|Revenue team interactions relating to difficulties making payments/arrears|
|Moving into a privately rented property|
|Moving out of a privately rented property|
|Aftercare team interactions having moved into a new build property|
|Complaint handling (2 surveys). One takes place when the resolution of the complaint is offered and another when the complaint is closed|
|L&Q Living (care and support services for vulnerable residents)||A support or care manager will help complete either a paper survey or an online survey via Momentive (previously known as Survey Monkey)||Paper survey or email with a link to an online survey|
|Tenancy sustainment support service||L&Q via Momentive (previously known as Survey Monkey)
||Email with a link to an online survey
|Employment support service|
|Antisocial behaviour (ASB) case handling|
Terms and conditionsTerms and conditions for the prize draw apply. The prize draw is only open to L&Q residents in the UK aged 18 years or over. To be entered into the prize draw, participants must have taken part in either the L&Q ‘New Movers’ or ‘Survey One Year On’ survey. Every individual resident that takes part in the survey and agrees to be entered into the prize draw, will automatically be entered into the prize draw. The prize draws will be carried out on a quarterly basis (at the start of July, October, January and April). The last date for entry into the draw will be last day of each quarter (30th June, 30th September, 31st December and 31st March). Any surveys completed after those cut off dates will not be entered into the prize draw. The prize draw will take place within 7 working days of the end of the quarter and winners will be notified by either telephone or email within 14 days of the end of the quarter. Entrants are deemed to have accepted the terms and conditions. L&Q reserves the right to exclude any entrant at their discretion. Details of who has won the prize draw each quarter will be published on the L&Q website.
A voucher will be sent out to the winning residents either by email or in the post. The draw will be performed by a random computer process and the results are final. L&Q reserves the right to hold, void, suspend, cancel, or amend the prize draw where it becomes necessary to do so. If any of the selected winners are in breach of the terms and conditions, the winner will forfeit the prize and another winner will be selected at random. L&Q accepts no responsibility for entries that are lost, delayed, misdirected or incomplete or cannot be delivered or entered for any technical or other reason. Proof of delivery of the entry is not proof of receipt by L&Q. L&Q accepts no responsibility for any costs associated with the prize and not specifically included in the prize. The prizes are non-exchangeable, non-transferable, and are not redeemable for cash or other prizes. L&Q retains the right to substitute the prize with another prize of similar value in the event the original prize offered is not available.
L&Q employees and family members, or anyone else connected with the prize draw may not enter. The decision of L&Q in all matters under its control is final and binding and no correspondence will be entered into. Further detail on the Terms and Conditions are available on request.