Customer feedback is important to us so we can ensure we’re continually improving our services. There are a number of ways we capture feedback, both positive and negative, from our customers which are outlined below.
Upland Rant & Rave
We have been working on improving the way we ask for your feedback after you receive a service from us. For instance, a repair, planned maintenance, gas servicing or electrical testing; if you have recently signed up, made a complaint or raised an anti-social behaviour case.
Since March 2022 we have used a customer feedback system called Upland Rant & Rave to request feedback through SMS and email surveys.
For most of our services, you will receive a text message made up of 2 quick questions: a satisfaction score and the reason why you gave the score, in your own words.
In some cases, you may receive an email survey instead. For example about grounds maintenance, caretaking services or your new build home.
How will you know it is us?
To help our customers verify these messages are from us, here are two things to look out for.
Firstly, the text messages will come from a variety of different numbers, but will always start +4478600108**.
Secondly, if you receive an email survey they will come from a selwoodhousing.com email address and always have our branding.
Please do respond if you have recently had a repair or other interaction with us. Your feedback will help make our services better for everyone. If you are ever unsure, you can contact our customer support on 01225 715 715 to confirm if the message was sent by us.
SMS charges
Customers who are on a Pay As You Go contract will be charged a standard text message rate for replying to these messages.
Customers who do not have a mobile phone or email are, of course, still welcome to call us up to give feedback.
Acuity customer perception surveys
As part of the Tenant Satisfaction Measures from the Regulator of Social Housing, we’re required to carry out quarterly customer perception surveys to understand what our customers think of our homes and services. The results will then be reported to the Regulator of Social Housing and you’ll be able to see how we’ve done.
These surveys are carried out by a market research company, Acuity, and customers are contacted by telephone to complete the survey. If you are one of the customers contacted to take part, we’d really appreciate your honest feedback.
What number to look out for?
If you receive a call from Acuity, the number displayed will be 01225 535021.
When might I be called?
Acuity will make calls between 9am and 8pm, Monday to Friday, and between the hours of 10am and 6pm on Saturday. If you have any questions about these surveys, please contact our group research analyst, Katie Perkins, on 01225 715 715.
Complaints and compliments
If you’ve had a good or bad experience with us, or have a suggestion that could improve our services please let us know.
Contact us
Visit our contact us pages for different ways you can get in touch with us.
