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Our ‘Better connections’ survey is closed - and the results are in!

We would like to say a huge thank you to everyone who took part in our Better Connections survey this summer! Over 1,000 residents told us their communication preferences, and the results are in...

Here's some key results from the survey:
  • How do you prefer to be kept up to date with important information?
    • 61% prefer by post, 48% by email, and 42% through the postal customer magazine. 
  • How would you like to give your views?
    • 47% prefer post and phone, 41% prefer email, 6-10% like to give views in meetings.
  • What sorts of information do you want us to tell you about in our newsletter?
    • 28% would like information on planned and unplanned maintenance. 24% mentioned general updates or contact information. 
  • What do you think of the information on our website? 
    • 58% have used our website recently, 48% of those said it was easy to find what they were looking for, and 23% said they found it difficult. 

Different tenants have different needs and preferences, so we are looking at the results in detail and thinking about how this influences what we need to change. We’ll update you about how it has influenced our plans in the Spring 2024 magazine.

View the full Better Connections results summary 


View the Better Connections results infographic


Prize Draw Winner

The winner of our Better Connections survey prize draw was presented with a £100 supermarket voucher in October! Bogusia Sierota from Launceston was the lucky winner and was awarded the voucher by her Area Housing Officer, Ruth Ayre. Bogusia said: “I was so shocked when you rang to tell me the news. I never win anything; I couldn't believe it. Thank you so much. I am very happy and very pleased to receive the voucher.”

Bogusia being presented with her voucher

About the Better Connections Survey

How do you want to be kept informed and have your say?

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:

  • How do you want to communicate with us?
  • How should we inform and involve you?

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.


Things you may want to know  

Is the survey anonymous?

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.

How will I know the caller is genuinely from PFA Research?

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.

How do you choose who to invite to survey?

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.

How do I opt out of future surveys?

You can notify us by emailing


Woman completing survey

View our Better Connections survey privacy notice