How your feedback helps improve the services we provide
Resident satisfaction surveys
We continuously scrutinise the services we provide to you and survey our residents to better understand your views about us, what we’re doing well and where we can improve.
We’ve partnered with leading customer research and insight company The Leadership Factor (TLF) who carry out all our Housing services resident satisfaction surveys.
What type of surveys are there?
Housing satisfaction surveys
We complete twice-yearly sample satisfaction surveys with tenants in rented schemes and leaseholders and free-holders in Home ownership estates. You may have chosen an Anchor scheme or estate one, two, five, ten, fifteen years ago and we would like to hear about your experiences, including how we provide services to you across various areas of Anchor including the local service we provide to you, the service you receive from our contractors, making a complaint when something has gone wrong and other topics too.
Repairs and planned works surveys
We complete monthly sample satisfaction surveys with tenants and residents on their repairs and planned works experience including how you found reporting the repair, how the work you felt the work was carried out, including timescales and the quality of the repair.
Anchor On Call
We are keen to hear about the service you received when you used our 24/7 emergency service and we regularly survey through the year speaking with residents who have directly used the service.
How do I complete a survey?
All surveys are undertaken by TLF and are either conducted by telephone and will take approximately 5-10 minutes of your time. When contacting you by telephone, TLF will briefly introduce themselves and explain what the survey is about, giving you the option to participate. If you’re busy, they will offer to call you back at a time that’s convenient for you.
You can choose to remain anonymous in the feedback you provide but we do encourage you to share your feedback, as this is your chance to tell us your views and help identify areas that need improving.
How often can I be contacted?
We try and survey as many residents and tenants as possible over the course of a calendar year so you won’t be contacted for every survey we complete! If you don’t want to participate in the survey, just let them know when they call that you would like to opt-out. If you don’t want TLF to contact you about any of our surveys, please contact us to opt out.
Find out more about TLF
Customer relations, complaints and feedback
We pride ourselves on delivering a first class service, but occasionally we could do better. Our Customer Relations team want to hear about your experiences.
Find out about the different ways you can get involved in shaping policies and improving the performance of services provided to residents across Anchor.
The Residents' Council is made up of engaged residents who work with us collaboratively to improve and develop services and hold Anchor to account.
The Scrutiny Panel is made up of engaged residents whose role is to ask the questions, review the services and make recommendations to improve the services provided by Anchor.