Surveys and customer focus groups

We often seek our tenants' opinions through regular surveys about our services. These surveys help us find out if tenants are happy with what we are doing and how they think we could do better.

Sometimes we set up Customer Focus Groups to feed back to us in more detail about specific issues. These are groups of six to eight people who meet in a friendly and relaxed environment to talk openly and honestly. We also hold Customer Panels, which meet informally four times a year.

We have recently carried out postal and telephone surveys to find out what our residents think of the Newsletters they receive.  From the information gathered we have redesigned our residents magazine to further incorporate the suggestions and desires of our residents.  The new format will be launched in March 2005.