In April, we let residents know that we would be contacting you to ask you to complete a survey. We’re doing this to make sure we are aware of any communication or other needs you might have, so that we can deliver our services in a way that meets your individual needs. You can read more about the survey here.
We have completed the first phase of our ‘getting to know you’ survey by sending the questions out by email or text message and have had a great response, with over 2,500 of you taking part so far.
Adam Gould, Head of Customer Service and Engagement, said: “We’re committed to getting in touch with our residents using their preferred methods of contact, and to making sure our services are flexible to meet individual needs where possible. We can’t achieve this until we know we have asked every resident what their own needs are, and how they would prefer us to contact them, so a huge thank you to all those who have completed the survey so far.”
We are now starting phase two, and contacting the residents that haven’t already responded. We have appointed a specialist research agency to contact those residents over the next few weeks to ask them to complete the survey by telephone.
The appointed agency is fully compliant with Data Protection Laws. Some tenant contact information has been shared with them only for the purpose of inviting tenants to take part in this survey, and the agency will not share any data with any other organisation.
For extra assurance, each of the residents that is due to be called by the agency will be contacted by CCHA first via text message or email, and we will share the name of the agency in that message so that residents know the call is genuine.
Adam continued: “We aim to have invited every resident to provide this information within the next few weeks. Once we have collected all of the information we need, it will then take us a while to verify the data. Please bear with us while we do this, as there will be a delay between you completing the survey and us starting to use this information fully.”
If you’re a CCHA resident, you can change your contact preference with us at any time if your individual needs, circumstances or preferences change, by contacting our Customer Services Team.
If you have any questions about the survey, please don’t hesitate to contact us.