News

Over the summer, we'll be contacting all customers to check that the information we hold about you is correct and up to date.

This is part of our ongoing work to improve our services and make sure you can access the support you need, when you need it.

Having up-to-date information helps us to:

• keep in touch with you
• offer services now and in the future that could help you
• make sure your home is safe and still suits your needs
• make sure we're holding the information you want us to hold about you.

 

Who will I be speaking to?

We're working with our trusted local partner, Kwest Research , to carry out these calls on our behalf.

• Your information is kept safe and only used to support our services
• Kwest Research follows our strict guidelines on how information is used and stored
• Your information is protected by data protection law (GDPR). You can read our Privacy Notice on our website.

 

How and when will I be contacted?

Calls will be made between Friday 17 July and on a date to be confirmed in September.

Before you're contacted, we'll aim to send you a text or email, depending on the contact details we hold for you. This will let you know that you'll receive a call within the following one to three weeks.

Most surveys will be completed over the phone by Kwest Research. They will call from a mobile number beginning:

• 07483 608...
• 07483 578...

We'll let you know if this changes.

How do I know the call is genuine?

All callers will introduce themselves as calling from Kwest Research on behalf of Trent & Dove.

If you'd like to check the call is genuine, you can contact us directly on 01283 528 528.

What will you ask me?

We'll ask about:

• who lives in your home
• information about you, such as your age, ethnic background, religion or beliefs, sex and whether you have a disability
• any health or support needs
• your communication preferences and requirements
• any adaptations currently in the home
• whether digital communication accessibility improvements may be needed.

You can choose which questions you'd like to answer.

Why are you collecting this information?

The information you provide helps us to:

• better understand our customers and households
• identify needs and support requirements
• improve our services
• help customers access our services more easily
• provide the right support when it's needed.

Put simply, the more we understand about our customers, the better we can tailor our services to meet their needs.

How long will it take?

The survey should only take a few minutes, although it may take a little longer depending on your answers and the information you'd like to share.

Do I have to take part?

No. Taking part is voluntary.

However, under the regulator’s Consumer Standards , we are required to understand the needs of our customers and households so we can identify where additional support may be needed and make sure our services are accessible and appropriate for everyone. While you can choose which questions to answer, the information you provide helps us better understand our customers and improve the services we deliver.

Will my answers be shared?

Your personal information will not be shared publicly.

The information you provide will be stored securely on our systems and used to help us plan, improve and deliver services that better meet customer needs.

A thank you for taking part

As a thank you, everyone who completes the survey will be entered into a prize draw.

We can't reward everyone, but customers who take part in the latest survey programme will be entered into a random draw. For every 1,000 customers contacted, two customers will receive a £25 shopping voucher.

Have a question?

If you'd like any more information, please call us on 01283 528 528.