Customer conversation 2024

What is the Customer conversation?

Every three years we send our customers an in-depth survey asking how best to involve them. Our customers' views matter to us and we want to make sure that they can help us to shape and improve our services.

When will it take place?

Customers will be sent a link to the online survey on Tuesday 1 October. Anyone who does not have a valid email address or has previously unsubscribed from our updates will receive a printed copy in the post. The survey will be open for three weeks until Tuesday 22 October.

What does the survey ask?

Our survey asks about customers' perceptions of Selwood Housing and their priorities for us. Questions cover your home, neighbourhood, communication, opportunities to get involved and complaints. For 2024 we are also asking you to share personal information such as age, gender, ethnic origin and religion. This is because the Housing Ombudsman would like all housing providers to get to know their customers better, to ensure they are treated with fairness and respect and services are appropriate. These questions are voluntary.

Why should I take part?

This is a quick, simple way to have your say and influence how Selwood Housing delivers services to you and your neighbourhood. Respondents also have the opportunity to be entered into a prize draw to win £50 or £100 shopping vouchers – there are twenty prizes to be won.

What should I do if I haven't received the survey?

Contact makeadifference@selwoodhousing.com with your details and we will be able to determine whether you should have received an email link or a postal copy. We will either send it again or via a different method.

Why do Selwood Housing do this?

All Housing Associations carry out a version of this as one of the ways to engage customers.  The Housing Regulator require us to provide these opportunities for customers to have a say. 

Does this cost Selwood Housing a lot?

All the work is carried out in-house so we keep the costs down. We send the majority of surveys by email at very little cost, but we do have to provide postal versions for those not online and we arrange a prize draw to encourage a high number of responses, so there is some cost. 

What will you do with the results?

We will use the results to create effective and appropriate involvement opportunities for our customers. We will also share them with the rest of the organisation so that all Selwood Housing services can continue to be developed with the customer in mind.

What happened after the last 'Customer conversation'?

We had a great response to our last all-customer survey. You can see the results and what we did with them by clicking on the button below.