Introducing our New Annual Customer Satisfaction Survey 2023-24

Customer Satisfaction Survey

At South Lakes Housing we value the feedback of all our customers and are pleased to announce that we will be launching our new annual Customer Satisfaction Survey in mid-December, which will help us to better understand how satisfied you, our customers feel about our services and what you feel can be improved.

We’ve been asked to do the survey by the Regulator of Social Housing, along with other Housing Associations in the UK, and we’ve asked TLF Research (an independent Market Research company) to carry out the survey on our behalf.

TLF Research will be contacting a large ‘representative’ sample of our customers that have been selected at random, to give us a balanced view of current Customer Satisfaction. So, if you are a SLH customer and receive a phone-call, text message or email from TLF Research, we’d really appreciate it if you could please spare around 5-10 minutes of your time to answer a few questions.

The survey will run until early into the New Year and is completely confidential and anonymous, so please feel free to give honest feedback and don’t worry if you haven’t been contacted immediately or not at all.

The results of the survey will be collated and sent to SLH early next Spring and will be sent to the Regulator of Social Housing and made public later in 2024.


Why is this survey taking place? We are conducting a Customer Satisfaction Survey to help understand our overall Customer Satisfaction and how the services offered could be improved. The results which will be used to calculate the annual Tenant Satisfaction Measure which will be reported to the Regulator of Social Housing.

What is a Customer Satisfaction Survey? Customer satisfaction is about us looking at our customers opinions whether positive or negative about how customers feel about our services.

Is the survey legitimate?

Yes, the survey is being run by TLF Research, an independent research agency, on behalf of South Lakes Housing. TLF Research is a customer satisfaction and loyalty research company based in Huddersfield.

How will surveys be carried out?

Starting in December TLF Research will conduct a customer satisfaction survey on behalf of our South Lakes Housing. They’ll contact over 500 customers randomly selected to gather feedback on our services. TLF follows a code of conduct to ensure they treat you with respect and gather unbiased feedback. The survey will focus solely on our services to understand how well we deliver these for you.

Calls will be made during the day and early evening, not later than 8:30 pm. Please don’t worry about getting a call or feel like you need to stay at home if you haven’t been contacted about doing a survey at a specific time. If you miss a call from TLF, they’ll simply try you again at another time and there will be no pressure to take part. We don’t want this to be a concern or an inconvenience;  and they’ll will never expect you to call them back, so there’s no cost to you.

If you miss a call, TLF will attempt again at another time. Your participation is important to help us and provide you with a better service.  We’ll share the survey findings and results, once they’ve been reviewed and analysed.

How long will the telephone survey take?

The telephone survey won’t take too long to answer, around 5-10 minutes, although that will depend on the depth of your answers. The questions are focussed on things that we know matter to customers.

Will my answers be anonymous? Yes, all surveys will be returned to TLF Research who will compile the data and feedback to us on a total basis. Any identifying or personal data will not be provided with your answers back to South Lakes Housing unless you give your permission to do so in the survey.

What if I am not asked?

If you are not approached to give feedback on this occasion, you are still very welcome to tell us how you feel.  You can do this by completing our online contact form.

How will the results be used? The results from the survey will inform service improvement priorities for 2024. Where Customers responses highlight services areas for improvement, then that will be reflected in the way in which we plan our work and set our priorities for the coming year.

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