Changes to how we measure resident satisfaction

Updated: 14 April 2020 at 07:37am

As a resident-led housing association, our residents' satisfaction with their home and our services is very important to us. 

We have conducted satisfaction surveys by telephone for a number of years and have received valuable feedback from a representative group of residents. 

From Tuesday 14th April 2020 a new company called Kwest will conduct our telephone satisfaction surveys on our behalf. Previously, a company called Acuity carried our telephone surveys for all of our service areas, they will continue to contact residents until Friday 17 April 2020. 

KWest have lots of experience in completing satisfaction surveys for housing associations and similar organisations. More information about KWest and the process they will follow is included in some Frequently Asked Questions (FAQs) below.

Our Phoenix Gateway Committee were heavily involved in steering the process for selecting the new company and in developing the questions for the company as part of the final stage of their selection. Thank you to all of the residents involved in this process. 

Your feedback on our services is very important to us, so we can make sure we’re providing you with the best possible customer service and can make improvements where we are falling short. The questions KWest ask will remain broadly the same, but some questions have been changed slightly so we can continue to compare our results with other landlords and get better feedback.  

Telephone satisfaction surveys are currently completed for the following service areas:

  • Repairs
  • ASB
  • Complaints
  • Moving in (lettings)
  • Caretaking

Who are KWest?

Kwest are a specialist market research company and have over 30 years of experience in carrying out surveys for Local Authorities and Housing Associations.

How will I know if Kwest are who they say they are?

Kwest will ask for you by name and will know the address of your property. They will also let you know that you can contact Phoenix if you have any concerns about them. Kwest will call you from a UK mobile number. If you called this number back they will identify themselves as KWest and explain they have called on behalf of your landlord.

We will provide Kwest with your name, telephone number and address alongside basic details of the service you have received from us recently. They will treat this securely and in accordance with our data protection policy and privacy notice. They will not use your personal details for any other purpose than to complete the survey and will delete your personal details once the service has completed.

What if I am too busy to talk to them or they call at a bad time?

You are not under any obligation to complete the survey. If you would like to take part but they call at an inconvenient time, let them know and they can arrange another time to call you.  No calls will be made after 6:30pm or on Sundays.

What if I am not in?

Kwest will try to contact you again. They will try up to five times.

What if I don’t get a call - but want to take part?

Kwest may miss you because you are not in or because we don’t have your most up-to-date number.

If you have not received a call but still want to take part, please contact us so we can send you a survey in the post or a link so you can complete it online. 

There are lots of opportunities for residents to get involved with Phoenix and we welcome your views and feedback at any time.