Tenant satisfaction surveys

We're really committed to hearing about your experience of dealing with us, as this will help us improve the service we provide for you. You may have received a text or email survey after you’ve had an interaction with us, but we also carry out a perception survey by telephone, to gather feedback on the Tenant Satisfaction Measures (TSMs), which are a set of questions prescribed by the Regulator of Social Housing. We’ll publish our annual TSM results to customers, so please look out for these on our website.

TLF Research carry out this survey on our behalf. Our next survey will take place from the end of May and throughout June, so if you receive a phone call from TLF Research, we'd be grateful if you would take the time to provide your feedback on your experience of VIVID.

We really value your feedback. We know that there are clear areas where we need to improve our service to customers (such as the length of time for repairs to be carried out and our complaints handling). We're working hard across the organisation to address these issues. For example, we’ve created a work programme to address our long repair wait times.

What do we do with your feedback?

We analyse your feedback to draw out trends and recurring issues. This then feeds into our ongoing improvement work. We embrace all kinds of feedback, as without knowing where we've gone wrong, we'll never be able to improve.

Are your details safe?

TLF Research is an independent market research agency who carry out the survey on our behalf. They won't use your contact details for any other reason. All information that's shared with them is encrypted and is in line with the UK General Data Protection Regulation (GDPR) and the Data Protection Act (DPA) 2018.  

How long are your details kept for?

TLF Research stores our customers’ information on separate databases, which is deleted after 12 months. If you wish to find out more about TLF, please visit their website: https://www.tlfresearch.com/

Your feedback is important to us, so we really appreciate you taking the time to share your views. If you have any questions, please get in touch. For further details on how you can provide feedback, visit our Feedback web page.