Tenant Satisfaction Measures Questionnaire

Opening text

Good [Time of day] please may I speak to [Name of tenant]?

Hello, my name is [Name of interviewer] and I'm calling on behalf of your housing provider, Bassetlaw District Council from IFF Research.

The reason for my call today is to gather some feedback about your general experience of being a Bassetlaw District Council customer. This is part of the tenant satisfaction measures to see how well landlords like Bassetlaw District Council are doing and used to help improve services.

If I can run through some quick questions with you today please, that would be really helpful, shouldn’t take us more than 10 minutes?

I need to read out a quick statement before we start:

This feedback is being collected as part of the tenant satisfaction measures, which the Regulator of Social Housing requires landlords to publish each year.

All interviewing is carried out in strict accordance with the Market Research Society’s code of conduct and within GDPR guidelines.

Calls may be recorded for training and quality purposes. You will be asked for consent to share your data with your Bassetlaw District Council and your answers can be shared anonymously if you wish with no link to your personal information.

Interviewer reassurances to use if needed:
For further information on how IFF Research keep your data safe please see our data protection policy on our website: www.iffresearch.com/gdpr

Questions

Order	Question	Pick	Responses	Skip to
1	Taking everything into account, how satisfied or dissatisfied are you with the service provided by Bassetlaw District Council?	One	Very satisfied Fairly satisfied Neither satisfied or dissatisfied Fairly dissatisfied Very dissatisfied	N/A
2	Why do you say that?	One	Customer comment	N/A
3	Has Bassetlaw District Council carried out a repair to your home in the last 12 months?	One	Yes No	If no, skip to 6.
4	How satisfied or dissatisfied are you with the overall repairs service from Bassetlaw District Council over the last 12 months?	One	Very satisfied Fairly satisfied Neither satisfied or dissatisfied Fairly dissatisfied Very dissatisfied
5	How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it?	One	Very satisfied Fairly satisfied Neither satisfied or dissatisfied Fairly dissatisfied Very dissatisfied	Skip to 7.
6	Generally, how satisfied or dissatisfied are you with the way Bassetlaw District Council deals with repairs and maintenance?	One	Very satisfied Fairly satisfied Neither satisfied or dissatisfied Fairly dissatisfied Very dissatisfied	N/A
7	How satisfied or dissatisfied are you that Bassetlaw District Council provides a home that is well maintained?	One	Very satisfied Fairly satisfied Neither satisfied or dissatisfied Fairly dissatisfied Very dissatisfied	N/A
8	Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Bassetlaw District Council provides a home that is safe?	One	Very satisfied Fairly satisfied Neither satisfied or dissatisfied Fairly dissatisfied Very dissatisfied Not applicable / don't know	N/A
9	How satisfied or dissatisfied are you that Bassetlaw District Council listens to your views and acts upon them?	One	Very satisfied Fairly satisfied Neither satisfied or dissatisfied Fairly dissatisfied Very dissatisfied Not applicable / don't know	N/A
10	How satisfied or dissatisfied are you that Bassetlaw District Council keeps you informed about things that matter to you?	One	Very satisfied Fairly satisfied Neither satisfied or dissatisfied Fairly dissatisfied Very dissatisfied Not applicable / don't know	N/A
11	To what extent do you agree or disagree with the following “Bassetlaw District Council treats me fairly and with respect”?	One	Very satisfied Fairly satisfied Neither satisfied or dissatisfied Fairly dissatisfied Very dissatisfied Not applicable / don't know	N/A
12	How satisfied or dissatisfied are you that Bassetlaw District Council are easy to deal with?	One	Very satisfied Fairly satisfied Neither satisfied or dissatisfied Fairly dissatisfied Very dissatisfied Don't know	N/A
13	How strongly would you agree or disagree with the following statement, “I trust Bassetlaw District Council to do what they say they will do”?	One	Very satisfied Fairly satisfied Neither satisfied or dissatisfied Fairly dissatisfied Very dissatisfied Not applicable / don't know	N/A
14	Have you made a complaint to Bassetlaw District Council in the last 12 months?	One	Yes No	If no, skip to 16.
15	How satisfied or dissatisfied are you with Bassetlaw District Council’s approach to complaints handling?	One	Very satisfied Fairly satisfied Neither satisfied or dissatisfied Fairly dissatisfied Very dissatisfied	N/A
16	Do you live in a building with communal areas, either inside or outside, that Bassetlaw District Council is responsible for maintaining?	One	Yes No Don't Know	If no, or don't know, skip to 18.
17	How satisfied or dissatisfied are you that Bassetlaw District Council keeps these communal areas clean and well maintained?’	One	Very satisfied Fairly satisfied Neither satisfied or dissatisfied Fairly dissatisfied Very dissatisfied	N/A
18	How satisfied or dissatisfied are you that Bassetlaw District Council makes a positive contribution to your neighbourhood?	One	Very satisfied Fairly satisfied Neither satisfied or dissatisfied Fairly dissatisfied Very dissatisfied Not applicable / don't know	N/A
19	How satisfied or dissatisfied are you with Bassetlaw District Council’s approach to handling anti-social behaviour?	One	Very satisfied Fairly satisfied Neither satisfied or dissatisfied Fairly dissatisfied Very dissatisfied Not applicable / don't know	N/A
20	Have you experienced anti-social behaviour in your neighbourhood in the last 12 months?	One	Yes No	N/A
21	Are you happy for us to share your details along with your responses with Bassetlaw District Council?	One	Yes No	N/A

Closing Text

Thank you for your completing the survey, your feedback is really important to Bassetlaw District Council and will be used to improve services. Finally, I would just like to confirm that this survey has been carried out under IFF instructions and within the rules of the MRS Code of Conduct. Thank you very much for your help today.

Last Updated on Monday, September 23, 2024