Impact Housing

Improvement Through Action

Call us on: 03448 736 290
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Live Consultations

Consultation on the Allerdale Neighbourhood Plan

We consulted with tenants on our draft Neighbourhood Plan for Allerdale. Here is a summary of what you said. The final version will be published shortly. For further information on the tenant feedback, contact

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.