Have your say on our services

Published 9 November 2020

Our Tenant Satisfaction Survey is now underway, giving you the opportunity to have your say on what we do.

To make sure we continue to provide you with a high quality service, our customer experience specialists, TLF Research will call a representative sample of randomly selected tenants to gather your views on the service you receive from us. TLF Research have been asked to conduct the survey on our behalf to ensure the information you provide is confidential. The survey will take place until Friday 18 December 2020.

Conducting the survey means we can make improvements to our services based on your comments. Since the last survey was carried out at the start of this year, we have been working hard to improve the areas that matter most to you.

To improve the way we deal with nuisance and antisocial behaviour, we have:

·       reviewed the information we provide to complainants when nuisance or antisocial behaviour is reported to us, with an emphasis on consistency, relevance and reassurance;

·       delivered refresher training to our OneCALL teams during ‘Hate Crime’ awareness week to ensure we can further support complainants; and

·       continued to work in partnership with the Police, neighbourhood mediation and victim support services in addition to the services we already provide to our tenants who are experiencing ASB.


To make us easier to deal with, we have:


·       started a project to upgrade our current telephone systems to ensure that we offer the optimum customer experience at all stages of customer contact, including the potential provision of webchat.


To improve access to our support services, we have:

  • continued to promote our WDH app as a way of interacting with us, which has been downloaded 15,000 times so far;
  • developed new ways of consulting with our independent living tenants during the pandemic; and
  • worked in partnership to ensure we continue to support tenants claiming Universal Credit.

If you have any questions about this survey please email research@wdh.co.uk or phone 0345 8 507 507.

Thank you for your feedback and support.


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