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Your chance to influence our policies and procedures

We regularly review our policies, procedures and the services we deliver to our customers to ensure that they meet your needs. You can help influence our policies by completing surveys and giving us your feedback. Policies, procedures and services we are currently reviewing will appear below.

Your opinion matters - a new way to tell us what you think about our services

We are always keen to know what you think about the services we deliver to you. This is so that we can improve on the areas you tell us we need to improve on, as well helping us to identify what we are doing well.

From April 2020, we changed the way we carry out our satisfaction surveys. You may remember that we normally ask you to complete a survey every two years. We will no longer be doing this and instead we will be conducting these throughout the year - completing 50 surveys a month with tenants. Doing rolling surveys like this gives us a better understanding of how satisfied tenants are at any time throughout the year. You will be asked to complete one survey a year.

Who will carry out the surveys?

The surveys will be conducted by a third-party company IFF Voluntas who are registered with the Market Research Society and bound by their code of conduct. This means that you can be reassured that your survey responses are not shared with any other organisations or used for marketing purposes. The surveys will be carried out by telephone or sent to you by email.

Voluntas will make their calls from phone number 0203 148 7719. When they call, they'll explain who they are and ask if you're happy to complete a survey about South Liverpool Homes. It's entirely up to you whether you'd like to take part in the survey, but your feedback is really valuable to us so we can improve our services to you. All your responses will be kept confidential.

What happens to my feedback? 

We will use your feedback to improve our services to you as well helping us to identify where to focus our resources. We will share the results of the surveys on our digital channels and in the Bulletin magazine.

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South Liverpool Homes Limited is a charitable Community Benefit Society registered with the Financial Conduct Authority No.31210R and registered with the Regulator of Social Housing L4230. Registered office as above.

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