Impact Housing

Improvement Through Action

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Working with a research partner – BMG to deliver the Customer Experience Survey - October 2020 

This week Impact Housing are launching a new survey with our customers, the Customer Experience Survey. We want to know your views on the homes we provide and the services we deliver for example your satisfaction with the repairs service, the ease with which we resolve enquiries and the value for money of rent.

We are using our external research partner, BMG to help contact customers. BMG is a professional, accredited research company who help us carry out surveys with our customers by telephone, text or email about the services they receive from us. They follow the Market Research Code of Conduct ensuring all of the surveys are carried out by trained market researchers. 

Not every customer will be contacted, every month a random sample of customers will be contacted by BMG by telephone inviting them to complete the Customer Experience Survey with their interviewers. Another group of customers will receive an email or SMS text inviting them to complete the Customer Experience Survey online via a link to BMG’s website. You can opt out of the survey at any point, if contacted by BMG by phone the interviewer will ask if you are happy to proceed. If sent an email invitation or SMS text it will include an option to opt out.

We’ll use the feedback to improve our services, compare our results with other housing associations, and follow up on any issues raised, with the permission of our customers.

If you have been contacted by BMG and are worried please contact the Customer Contact Centre between 9am and 5pm on 03448 736 290 or alternatively after 5pm email surveys@riverside.org.uk who will respond within 24 hours.