Customer Perception Survey: Have your say!

We are asking a sample of around 1500 tenants to share their views on the services we provide through a Customer Perception Survey, this Winter. It is important for us to understand how Customers feel about the services we provide, to be sure we are delivering them in the way and to the standard that you want.

We have asked an independent organisation, TLF Research, to carry out this survey on our behalf, in line with the Market Research Society Code of Conduct. Anything you tell TLF Research will remain completely confidential and will be used for research purposes only. South Lakes Housing will not see returned surveys but will receive a report from TLF Research on their findings based on combined scores.

Customers can play a big part in shaping our services. The results of the survey are vital in helping us make business decisions and shape future services. Anyone who completes also has the chance of winning a 1 of 8 £25 vouchers!

For more information about the survey, please contact Lyn Richardson at 07977460710 or You can also contact Chris Elliott on 07867511531 or


Why is this survey taking place? We are conducting a Customer Perception survey to help understand your satisfaction and how the services offered could be improved. Feedback to this survey is extremely valuable and will help to inform SLH on decision making.

What is a Customer Perception Survey? “The Regulator of Social Housing is creating a new system for assessing how well social housing landlords in England are doing at providing good quality homes and services.  There are 22 tenant satisfaction measures, covering five themes. 10 of these will be measured by landlords directly, and 12 will be measured by landlords carrying out tenant perception survey.  In 2023, when it becomes a regulatory requirement, tenant satisfaction measures will be reported to the Regulator of Social Housing. They will also be published by your landlord to show you how they are performing”

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 distributed? Those selected to complete a survey will be sent a postal survey with a cover letter and free postage return envelope. On the cover letter will also be an option to complete the survey online. Some will instead receive an online invite via either email or mobile to complete the survey. In this instance we don’t see a response to the online invite, they will then be sent a postal survey in the reminder mailing.

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 want to opt-out? If you would like to opt-out of the survey and not receive any reminders, please return the survey blank or alternatively phone SLH Customer Service Team on 0300 303 8540. If you don’t wish to participate, please let us know, so we can offer another resident the opportunity.

How will the results be used? The results from the survey will inform service improvement priorities for 2022/23. 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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