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Customer satisfaction surveys

We carry out a range of customer satisfaction surveys because it's important we know what’s working well for you and which services we need to improve. Here, you’ll find a summary of the surveys we provide.

How our customer satisfaction surveys work

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 home, the survey will be issued following the completion of that repair.

Some of the satisfaction surveys are carried out by independent market research agencies on our behalf. We've listed them below so that if they contact you, you’ll know that it's 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. For example, you may receive a text message, an email with a link to an online survey, an automated phone call where you're 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 main issues and work with them on the changes that are needed.

Your feedback is vital to helping us understand how well we're 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.

How we carry out customer satisfaction surveys

The table below provides a list of the customer satisfaction surveys and who the survey contact will come from:

Customer satisfaction survey topicWho will contact you?How will the survey be carried out?
Tenant Satisfaction Measure (TSM) surveyBMG ResearchTelephone (speaking to a person) / An email with a link to an online survey / A SMS/text message with a link to an online survey / A paper survey in the post 
 Lettings - moving into a rented property (typically as a social housing tenant)
 Telephone (speaking to a person) 
Moving into a new build propertyIFF ResearchTelephone (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 (once the complaint has been 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 surveyPaper survey or email with a link to an online survey
Repairs (quick immediate feedback) 
L&Q (emails will come from research@lqgroup.org.uk)
SMS / Text message
Repairs (more detailed feedback a week or two after the repair)  
An email with a link to an online survey
Gas servicing visits
Tenancy sustainment support service
Employment support service
Estate services
Housing management (focusing on the Neighbourhood Housing Lead role)
Antisocial behaviour case handling
Planned maintenanceSMS / Text message or email with a link to an online survey
SalesAn email with a link to an online survey

New Movers and Survey One Year On (SOYO) prize draw

Q2 2023/24 (Jul-Sep) prize draw winner – congratulations to Mrs M from Acton

Q3 2023/24 (Oct-Dec) prize draw winner - congratulations to Mr A from Croydon

Q4 2023/24 (Jan-Mar) prize draw winner - congratulations to Dr A from Acton

Read the terms and conditions below for the ‘New Movers’ and ‘SOYO’ survey prize draw.

  • Terms and conditions
    Terms 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 unless they have requested to remain anonymous in which case that will be listed instead.

    The prize 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.

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