Customer Engagement Week: Tenant surveys

At Onward we want to make sure our customers’ voice is at the heart of everything we do. To do this, we have a dedicated Customer Engagement Team who reach out to customers, listen to their views and gather feedback so we can make positive change and focus on the things that matter most.

How do we engage?

In a series of blogs throughout this week, we look at the various ways we engage with customers and how they influence change at Onward.

We aim to provide a diverse range of opportunities for customers so we can cater to everyone.

Tenant surveys

In the fourth of our blog series, we look at tenant surveys.

We are carrying out more surveys than ever before so we can gather feedback on our services. We are committed to transparency and sharing the results of our surveys with customers so they can hold us accountable for making change based on their responses.

How do tenant surveys influence change?

Between April and May 2020, we carried out a satisfaction survey of 14,476 customers with an aim to gather feedback on our grounds maintenance service.

From the results, we found that customers want a clear breakdown of service charges and they want charges which reflect the quality of service delivery.

Overall, feedback from the survey was clear. It found that customers want:

  • Clarity on what maintenance is being completed and when
  • Clarity on what their service charges cover
  • Services to be delivered consistently and for Onward to respond to enquiries in a timely manner.

The results of the survey are being used to help us appoint new contractors and launch a new grounds maintenance service by January 2021. It is also being used to launch several changes to service charges beginning in April 2021.

This case is just one example of how tenant surveys influence change at Onward.

For information on the other ways we engage with customers, contact or call us on 0300 555 0600.