If you are a PCH customer, you may get a call between Monday 25 May and Friday 12 June from a company called The Leadership Factor (TLF) asking you to take part in a telephone survey about how satisfied you are with our services.
We collect this feedback throughout the year to measure how we’re performing against the Tenant Satisfaction Measures (TSM), and your responses will help to make improvements to our services. You can view the quarterly results here.
Who will call?
We are working with TLF who will be completing the telephone surveys on our behalf. TLF Research is based in Huddersfield, West Yorkshire, so the number will begin with 01484.
They will typically call:
- Monday to Friday, between 9am and 8.30pm
- Saturday between 9am and 4pm
- No calls will be made on Sunday.
They will allow the phone to ring for a minimum of 5 rings, if the first call goes to voicemail TLF will leave a message.
What will they ask me?
They will ask you a range of questions about how satisfied you are with the services we provide to you.
This includes asking you about a range of topics which fit into
- Our repairs service
- Maintaining the safety of your home
- How we respect and listen to you
- Our complaints service
- Your neighbourhood and communal areas
How will my data be used?
Your privacy is important to us, and your personal data will be protected while conducting all our surveys. You can find TLF Research’s Privacy and Data Protection Statement here and our Privacy Notice here.
You will be given the option to remain anonymous or you can consent to provide your details along with your feedback.
Is my feedback confidential?
TLF will ask you if you want your responses to remain completely anonymous or you can consent to provide your details along with your feedback. TLF Research will never include anything in its findings that could identify you as an individual unless you want them too.
If you would prefer not to take part, please let TLF Research know your reason why.
How long will the conversation take?
The survey should take between 15 to 20 minutes.
If you have any further questions about the survey or suspect any spam calls, please contact us on 0808 230 6500.
