Resident survey – please give your views!

After taking on the management of homes in Grove Park, Phoenix has grown to 7,800 homes. This means more residents who are at the heart of everything we do, and we need your views so we can prioritise improvements to our homes and services.  

Currently, we carry out a full satisfaction survey every three years. From this month, we will be surveying 10-25% of residents every quarter so that we have more up to date information and can make changes as and when they are needed based on your feedback.  

We hope you will take the time to give your views – what we are doing well and what we could be doing better.  

Who will carry out the survey?  

The surveys will be carried out by telephone on our behalf by an organisation called K-West. We want you to feel confident in being honest about our performance so the surveys will be anonymous.  

We will provide K-west with your name, telephone number and address. 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 or upon request. 

How will the surveys be completed?  

K-West will call you from a UK mobile number. No calls will be made after 6.30pm or Sundays.  

If you are unsure whether the number calling you is genuine, or if you have any concerns, you can call out General Enquiries Team on 0800 0285 700 who will confirm if the number is from K-West.  

If you call the number back you will receive a recorded message explaining that the call was about a survey and they will call back later.  

If you are unable to carry out the survey by telephone and require an alternative format, please contact us.  

What will I be asked about?  

The surveys will ask your views on Phoenix’s overall service, our repairs service, health and safety and the extent to which you feel that Phoenix listens and acts upon your views.  

There will be a chance for you to give us more information on what we do well and what we could improve if you would like to do so.  

How can I access the results?  

We will publish the results on our website each quarter so you can see how we are doing. We will also benchmark the results against other housing associations.