2009 Tenant Satisfaction Survey
As part of Hackney Homes’ commitment to listening to the views of residents, we have asked the National Housing Federation’s Feedback Services Limited to carry out a postal survey on our behalf. This survey will aim to find out how satisfied you are with the services you receive from Hackney Homes and provide us with vital information to help improve our services in the future.
All answers will be treated in the strictest confidence, and used for research purposes only. This means that it will not be possible for any person or address to be identified from the survey findings.
The survey has been sent to a random selection of 6,770 Hackney Council tenants. Feedback Services selects tenants at random from a list of all tenants. This survey is not designed for leaseholders.
The closing date for the tenant satisfaction survey is 18th Dcember 2009. Tenants who return a completed survey by the closing date will be entered into a prize draw with a chance to win a digital TV worth up to £500, one of five pay as you go mobile phones or one of five iPod shuffles.
If you have any questions or concerns about this survey, please contact Feedback Services on 0800 849 4019 or email info@feedbackservices.co.uk
The results of the survey will be published in Hackney Homes News and we will discuss ways in which we will be addressing any concerns that you have raised.
Frequently Asked Questions
Q:Who is carrying out the survey?
A: The survey is being carried out by the National Housing Federation’s Feedback Services Limited, an independent research company.
Q: Have all tenants been asked to take part in this survey?
A: No, the survey has been sent to a random selection of 6,770 Hackney Council tenants.
Q: Will my responses be kept anonymous?
A: Yes, Hackney Homes will never know who has been selected for the survey or who has replied. The survey findings will be passed back to Hackney Homes in a way that you cannot be individually identified.
Q: I don’t want to take part and I don’t want to get any more letters.
A: Phone Feedback Services on 0800 849 4019 or email info@feedbackservices.co.uk who will make sure that you receive no further reminders.
Q: I don’t understand a question/ I don’t understand the survey.
A: Phone Feedback Services on 0800 849 4019 or email info@feedbackservices.co.uk who would be happy to help you and organise for the questions to be read to you by telephone.
Q: I need the survey in large print.
A: Phone Feedback Services on 0800 849 4019 or email info@feedbackservices.co.uk who will provide you with a large print copy.
Q: I need the survey in another language.
A: Phone Feedback Services on 0800 849 4019 or email info@feedbackservices.co.uk who will organise for the questions to be read to you in your preferred language over the telephone.
Q: Who do I return the survey to?
A: Please use the envelope provided addressed to: Survey Replies, Freepost SWB (30924), Newton Abbot TQ13 7ZZ. You will not need a stamp.
Q: Why have I received a reminder letter?
A: Reminders are sent to tenants who do not return the survey. Please ignore the reminder if you have already completed and returned the survey.
Q: Is there a prize?
A: Tenants who return a completed survey by the closing date will be entered into a prize draw with a chance to win a digital TV worth up to £500, one of five pay as you go mobile phones or one of five iPod shuffles.
Q: Who can I contact if I have further questions?
A: Phone Feedback Services on 0800 849 4019 or email info@feedbackservices.co.uk
Q: How will I find out about the results of the survey?
A: The results of the survey will be published in Hackney Homes News.
Q:I have a query that is not related to the survey, who should I contact?
A:For all queries not related to the survey, phone Hackney Homes using the appropriate telephone number below:
- Housing Contact Centre (repairs, cleaning and maintenance): 020 8356 3691
- North East Neighbourhood Office (Stamford Hill): 020 8356 6500
- North West Neighbourhood Office (Stoke Newington): 020 8356 6151 or 020 8356 6152
- Homerton Neighbourhood Office: 020 8356 7800
- DeBeauvior and Queensbridge Neighbourhood Office: 020 8356 6600