Impact Housing

Improvement Through Action

Call us on: 03448 736 290
24 hour local rate number

Live Consultations

Consultation on the Allerdale Neighbourhood Plan

We are consulting with Impact tenants and residents of the Allerdale area, as well as stakeholders, on our proposed Neighbourhood Plan. We want to ensure it meets your aspirations for your neighbourhood and the Allerdale area. The full plan and a summary is available on this page. 

Have your say by


The consultation will run until the 12th March 2021. 

How do you rate Impact against the Together with Tenants Charter?

Riverside is an early adopter of the Together with Tenants Charter. The Charter is an industry-led commitment towards tenants and was devised in partnership with tenants. It focuses on six key areas- Relationship with tenants, Communication with tenants, Accountability towards tenants, the Voice and Influence of tenants in the services they receive, the Quality of Homes and the Resolving of Complaints and Problems. 

We are asking customers to rate us against the Charter so that we can identify the areas where we need to improve the most. Please complete this quick survey. It is anonymous and we will use the feedback to shape our roll out of the Together with Tenants Charter.  For more information on the Together with Tenants Charter, please visit the National Housing Federation website. The consultation closes on the 26th February. 

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


Impact Housing uses surveys with customers as a way of gathering customer feedback and driving improvements to our services. We want to know your views on the homes and services we provide,  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 to carry out these surveys. 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 who will respond within 24 hours.