The way we collect your feedback is changing!

Your feedback is really important to us – it helps us to shape our services to better meet your needs. To collect your feedback, we previously used a system called Feefo to send you short surveys, including after a repair or after moving into one of our homes. We are pleased to say we are now using a system called CX Feedback that has been made specifically for social landlords like us and gives us more options on how and when we survey customers, therefore you will see some changes the next time you receive a communication from us.

What does CX Feedback do? 

The system enables us to send out surveys via a phone call, text, or email so we can listen to your views on lots of different subjects. The system can also text you directly with updates and messages about your local area. We will be able to target this so the information that we send will be very detailed and just relate to you and your neighbours. 

How will I know that these surveys are from Watford Community Housing?

The surveys will be sent to you directly by email, text or as an incoming call. They will have our recognisable branding but if you are concerned that they are not genuine, feel free to email, message us on your online account or phone us to check.

What difference will this make to customers like me?

This system will ensure that you only receive messages and surveys that are of interest to you. We know that a lot of our customers have very busy lives – this gives you the chance to give us quick and instant feedback, so we can truly understand the issues that are important to you. 

What is the first survey that I will receive?

We have just launched our first CX Feedback survey about our grounds maintenance and cleaning services - you can fill it out here. We are currently reviewing what our customers think about these and are asking about topics such as fly-tipping, biodiversity and how we communicate these services to you. We are also hosting a Tenant Question Time where you can ask any questions you have about our grounds maintenance and cleaning to our staff, and the following week we will be doing a tour of a few estates – click here for more information on these events. 

Will you use this service to capture the Tenant Satisfaction Measures? 

Yes – From April 2023 all social housing landlords are required to do a standard survey of Tenant Satisfaction Measures. These scores will be published to the Regulator of Social Housing and will help customers see how well their landlord is performing and help them hold their landlords to account. We will be surveying our customers in June 2023 just after our annual Big Door Knock – you can read more about this in a special edition of Voice magazine that we will hand deliver when we visit your home. If you would like to learn more about the Tenant Satisfaction Measures, click here.