Your feedback matters
We are committed to delivering housing services meet your needs and are responsive, reliable and accessible. We have recently shared our Housing Services Improvement Plan with you, which outlines the improvements that are necessary to achieve this. We want to continually engage with tenants to help us on our improvement journey. As part of this we will be starting several surveys in 2026 to collect information and feedback from you. This letter explains the different surveys and why we are asking you to complete them.
Viewpoint Research
Our experienced partners Viewpoint Research will conduct the surveys on our behalf.
Viewpoint will initially contact you by email, asking you to complete a survey online. It’s easy and can be done any time that is convenient for you. Viewpoint may also contact you by phone and one of their friendly researchers will go through the questions with you. Everyone who completes the surveys will be entered into a prize draw.
Repairs Survey
The first survey is a repairs satisfaction survey for tenants who have had a repair completed in the previous month. We would appreciate you answering a few short questions about getting the repair done, to help us identify issues we can improve.
Tenant Information Survey
The second survey starting soon is about the information we hold about you and your household. We need accurate and up to date information so that we can make sure services are fair and meet the needs and circumstances of our tenants.
The survey will ask you for details about the main tenant and other household members. It is important that we confirm information that we already have is correct. We will be asking questions about ethnicity, disability and support needs, language and communication needs and contact details. If there is a question you don’t want to answer, there will be prefer not to say option, but we ask you to complete as much as you feel comfortable with so that we can use the information to better understand how we can serve our tenants.
The Regulator of Social Housing expects landlords to hold such information use it to make decisions on services and communication to deliver fair and equitable outcomes for tenants.
Tenant Satisfaction Measures (TSM) Survey
You may be aware that all social landlords must complete an annual Tenant Satisfaction Measures survey and submit the results to the Regulator of Social Housing. We also publish the results on our website https://www.runnymede.gov.uk/tenant-engagement-1/tenant-satisfaction-measures The TSM surveys allow us to get feedback from you on how we are doing and allows you to review our performance. This survey will be in January and February 2027.
Over the next six months, you may be invited to take part in up to three different surveys. We have planned the Tenant Information survey and the TSM survey to reduce the likelihood of you receiving both requests at the same time. The Repairs survey is ongoing and will be sent following each completed repair. We encourage you to complete these surveys whenever you are invited as your experience may vary between repairs and services. We want to ensure that your views and experiences, both good and bad, are heard and used to shape and improve services. We are working with Viewpoint to make all surveys as simple and straightforward to complete as possible, helping to make the process as convenient as possible. We will update everyone with the results when they are available.
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