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STAR Survey

Some customers will be contacted to take part in our next STAR Survey...

STAR Survey

Customer News, News

We always aim to offer the highest standard of service and we would like to know about your recent experiences as a Trent & Dove tenant.

To enable us to do this, from Monday 10th May 2021 , a company called Kwest will be carrying out a STAR survey (Survey of Tenants and Residents) on our behalf. Kwest would be very grateful if you could spare a little of your time to complete the survey and will be asking a selection of customers, 13 questions about current Trent & Dove services and how they feel about the company in general.

Your voice is important to us and we value your opinions to help us shape the services that we provide. It is important for us to understand how our customers feel about our services so that we can identify our strengths or any areas needing improvement so we can put in place actions to address them. 

Each quarter, we will provide you with an update on the STAR survey via our website and Facebook page, to inform you of any changes that we have made from your feedback and suggestions. 

FAQ’s

  • How will I be contacted?

    The surveys will be conducted over the telephone, however if this a not a suitable format, we can provide the survey in another method such as email.   

     

  • Can I remain anonymous?

    Customers have the right to remain anonymous, however it would be more helpful to us if you provide your details in order to improve our services so that we can act upon any issues or queries that you may raise

  • What happens if I raise an issue or query?

    If you raise an issue or query, you may get a call back from our dedicated Customer Insight Officer, so that they can find out any further information and try to resolve the problem for you. 

  • What if I don’t want to take part in the survey?

    If you would not like to take part in the survey, you do not have to. Our intention is to give all our customers the opportunity to let us know what they think about us in order to improve our services.

  • Who is carrying out the survey?

    An external company called Kwest will be carrying out the survey on our behalf. All of your information will be securely stored and will not be shared with anyone other than Trent & Dove Housing. You can read our privacy statement in full here.

  • Why are you using and independent company?

    We chose to use an independent company as we feel that if customers can provide their feedback through a neutral outlet, they will feel more comfortable providing accurate feedback about our service.

  • How many surveys are taking place and how often will they be carried out?

    There will be a total of 800 surveys carried out per year and 200 surveys every quarter. Therefore not every customer will be contacted to participate.

  • How many times will I be surveyed?

    Each household will be surveyed maximum once every 2 years. However, you may get asked specific questions such as information about a recent repair, a new kitchen or bathroom install or any other service that we have undertaken separately, but this will be few and far between.

     

  • What if English is not my first language?

    Please let the operator know what language you speak as Kwest may have some staff who speak different languages. Alternatively, please let them know which language you speak, and they will highlight this to the Customer Insight Officer to contact you.

     

  • What if I am at work and cannot carry out the survey?

    The operator will attempt to contact you once in the morning from 9.30am, afternoon and evening up until 8.30pm. Alternatively you can request a call back if it is not a convenient time for you.

  • What if I am deaf or hard of hearing?

    If you are unable to speak with Kwest on the telephone. A survey can be sent out to you via email or by post.

 

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