Tenant Satisfaction Measures - FAQs

The Government and Regulator of Social Housing have introduced a new way to measure the performance of all social housing providers in England and this time your views will decide how we score. 

We’ll be using an independent company called IFF-Research to survey customers and the results from these surveys will be made publicly available. 

You may receive a phone call or email from them, asking about the services we provide. It would be great if you could take the time to answer the questions. It shouldn’t take longer than 10 minutes to complete. 

Who will contact me? 

We’ve asked IFF Research, to carry out these surveys on our behalf. IFF Research is an independent social and market research agency.  

How and when will IFF Research contact me? 

You may receive a phone call from 0203 148 7717 asking about the services we provide. To give you flexibility on when you can take part, IFF Research will call between 9am-8pm Monday – Friday and between 11am-4pm on Saturdays. You may also receive an email from myresearch@voluntas.co.uk inviting you to take part in a survey online. 

What will IFF Research ask me? 

IFF Research will ask for your opinions on the services that we provide and may check that your contact details are up to date. IFF Research will never ask for any personal passwords or financial information such as your bank account details. 

How long will the conversation take? 

The conversations are usually very short to reduce disruption to your day. The survey will typically take no more than 10 minutes. 

Is my feedback confidential?  

We recognise that some topics may be quite sensitive, so if you want IFF Research can keep your responses completely anonymous. If there are any questions you would prefer not to answer, please let the interviewer know. At the end of the survey, the person calling will ask you if you would be happy for us to contact you. You can always say no. 

What information about me do you share with IFF Research? 

We’ll only share information with IFF Research that is relevant to help analyse findings and make sure feedback is representative of our different customer groups. The information will include your name, address, telephone number and email address. 

How do I know the data is secure?  

Your privacy is very important to us. IFF Research go to great lengths to preserve your privacy and protect the personal data used in conducting all research. For full details about IFF Research’s privacy policy please visit their website via: IFF Research | GDPR. 

Why have I not been contacted?  

We only contact a sample of our customers (enough to make sure the data is reliable), so you may not be contacted every time. If you’ve not been contacted but want to tell us what you think, we would love to hear from you, email engage@goldinghomes.org.uk  

I don’t want to take part in surveys  

That’s fine. The person calling will always check that you’re happy to take part. If you’d prefer not to, just let the caller know, and we’ll make sure we remove you from our contact list.