Our annual tenant satisfaction survey

Berneslai Homes is conducting the 2023 tenant satisfaction survey. This survey is carried out every year and is now part of the new annual Tenant Satisfaction Measures that the Regulator of Social Housing has just introduced. At the end of every financial year we, along with all other social housing landlords, will publish a range of standard customer satisfaction information which will include some of the results from this survey.

A sample of 3,000 tenants will receive an invitation to take part in the survey in late June 2023. This will either be a postal questionnaire (with freepost envelope), or an email invitation to an online survey.

All non-respondents will receive text message reminders (if a mobile number is available) and following this all non-respondents will also receive a postal reminder in mid-July.

E-mails will come from ‘Berneslai Homes Survey’ (noreply-berneslai@arpsurveys.co.uk) and text messages from 07860 017314.

We want to know what our customers feel about the services we provide. The results will help us measure satisfaction in previous years and if we need to make any actions or service improvements. In addition, the government require all landlords to do this survey every year.

Simply return the questionnaire in the freepost envelope and your unique code will be automatically entered into the draw to win 1 x £100, 1 x £50 or 2 x £25 in shopping vouchers. This code is printed on the paper copies and incorporated in the unique links sent by email and text.

Please phone ARP Research on Freephone 0800 020 9564, or email support@arp-research.co.uk

The email also contains a link to unsubscribe if you don’t want to receive further emails, and if you receive a text message you can reply STOP to achieve the same thing.

Yes. Please telephone ARP Research on Freephone 0800 020 9564, or email support@arp-research.co.uk

Alternatively, the survey can be completed online at www.arpsurveys.co.uk/berneslai

The questionnaire can be sent back in any envelope to the following address:

Freepost RTZK-RGZT-BSKU

ARP Research

PO Box 5928

SHEFFIELD

S35 5DN

If you would like a replacement envelope, please telephone ARP Research on Freephone 0800 020 9564, or email support@arp-research.co.uk

Some residents will have received an invitation to take part by email or text message. These contain a unique link that will log them in automatically to the survey and allow them to resume where they left off. The email also contains a link to unsubscribe if they want to receive no further emails.

Technical support is available by e-mail to support@arp-research.co.uk or by telephone on 0800 020 9564.

The online survey is also available at the following address: www.arpsurveys.co.uk/berneslai. The respondent must type in their unique code found on the paper questionnaire and covering letter or register with their email address, house number and postcode.

The survey has been sent to a representative sample of Berneslai customer. The sample has been randomly selected by ARP and is big enough to make sure we get statistically reliable results whilst also representing value for money.

This is a recommended way of doing a survey like this and enables us to keep costs down. If you have not been invited to take part this year but are nevertheless eager to do so, you can still take part by going online and completing the survey at www.arpsurveys.co.uk/berneslai

The text survey is in addition to the postal survey, so please complete and return the paper version instead.

To make sure that our survey is independent, we have asked ARP Research to carry it out for us. ARP specialise in running surveys like this for housing providers across the country. This is the same as when we employ contractors to carry out repair work on our behalf.

ARP are not allowed to use your contact details for any reason other than running this survey and conform to the General Data Protection Regulation (GDPR) and the Market Research Society Code of Conduct.

ARP Research uses your unique code to remove your address from any further mailings if you have already sent back your questionnaire, and to run the prize draw. Any link between your identity and the answers that you give is removed as soon as possible by ARP, and Berneslai will never see who you are unless you give your explicit consent.

We use the results and tenant views to develop service improvement priorities. Following the results from last year we have a new repair online project, we have reviewed our contact centre, our Housing Management Service and our complaints service.

We're required by the government to complete this survey every year. We get a research company to carry it out to make sure the survey is independent and reliable.

Please telephone ARP Research on Freephone 0800 020 9564, or email support@arp-research.co.uk