A lot has happened over the last few years, and there have been big changes in the use of digital technology. Many of you are very busy and there is so much information online – so we need to make sure that we’re getting it right for you. This matters to us.
Currently, we are focusing on improving how quickly we answer the phone and answer enquiries. But this method of communication doesn’t suit everyone. We want to understand how you want to engage and connect with us, so we can make sure that we’re better meeting your needs.
We want to engage with 1000 tenants to hear from a wide range of people, and find out:
We want to make sure that we are providing information, and opportunities for you to have your say, in a way that suits you.
We are working with Cornwall-based research company, PFA Research, to make sure we hear from a representative range of tenants. This summer, they are sending out email and postal surveys, undertaking phone surveys, and compiling the results.
We would like to thank everyone who participates, and we will get in touch with those who give their consent for their details to be shared with us. But, to show our gratitude, we will also enter everyone into a free prize draw for a local supermarket voucher worth £100. (See our terms and conditions)
We will publish the results on our website and also put highlights in the winter customer magazine. We will also explain how your feedback influences our strategy for improving our communication and engagement.
Yes. Your responses will not be linked to your name and address, unless you agree with PFA Research that they can pass us your comments to follow up directly with you. The only exception would be if there is a welfare concern.
The phone number will show up on your caller ID as 01326 640102. The caller will introduce themselves, and if you have any concerns, you can contact our customer service centre to check, and PFA Research can call you back.
PFA Research will not ask you for any personal details.
Any of our tenants can complete the survey online, and we will promote this on our website and social media. PFA Research are using a range of survey methods to reach out to different tenants: by email, and by post or phone to those without emails.
PFA Research will select a sample of tenants to reach out to by post and phone based on achieving a cross section of our tenants. From our list of tenants we have taken out those who completed our TSM ‘Your Call’ Phone survey in spring this year, and tenants who have notified us that they don’t want to take part in any survey.
You can notify us by emailing myviews@cornwallhousing.org.uk
Email: info@cornwallhousing.org.uk
Telephone: 0300 1234 161
