2024 Annual Customer Survey

Your feedback is important to us, and here at Look Ahead we want to know what you think about the housing and services we provide – what we are doing well and what we could do better?

Please note that survey is for Look Ahead tenants only– please only complete this survey if Look Ahead is your landlord.

This survey forms part of the Tenant Satisfaction Measures put in place by the Regulator of Social Housing to:

· Enable tenants to scrutinise their landlord and hold them to account

· Give Landlords insights on where they might look to improve services

· Allow the Regulator of Social Housing to see whether Landlords are meeting required regulatory standards.

Should you require further support completing the survey or have any general questions, you can contact our Customer Contact Centre team on 0333 010 4600 who will be happy to assist you.

All returned surveys will be entered into a prize draw, and we will pick 10 winners who will receive £50 worth of gift vouchers each.

We will follow up with any concerns raised within the survey via our policies and procedures. We will share the results in a special edition of our customer magazine, Heads Up, as well as on our website and with the Regulator of Social Housing.

Thank you for taking the time to give us your feedback!

The closing date for this survey is 31st January 2025.

2024 Tenant Perception Survey

We need to know the area in which you live so we know where your feedback relates to. Please let us know your address and/or your postcode if you prefer

Demographic Information

Ethnicity
please select one
Age
please select one
Gender
please select one

Anonymity

Please tick this box if you would like to remain anonymous

Survey Questions

Taking everything into account, how satisfied or dissatisfied are you with the service provided by Look Ahead?
Have your landlord or Look Ahead carried out a repair to your home in the last 12 months?
If yes, how satisfied or dissatisfied are you with the overall repairs service over the last 12 months?
If a repair has been carried out in your home in the last 12 months, how satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it?
How satisfied or dissatisfied are you that your home is well maintained?
Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that your home is safe?
How satisfied or dissatisfied are you that Look Ahead listens to your views and acts upon them?
How satisfied or dissatisfied are you that Look Ahead keeps you informed about things that matter to you?
To what extent do you agree or disagree with the following “Look Ahead treats me fairly and with respect”?
Have you made a complaint to Look Ahead in the last 12 months?
If yes, how satisfied or dissatisfied are you with Look Ahead’s approach to complaints handling?
Do you live in a building with communal areas, either inside or outside?
If yes, how satisfied or dissatisfied are you that these communal areas are kept clean and well maintained?
How satisfied or dissatisfied are you that Look Ahead makes a positive contribution to your neighbourhood?
How satisfied or dissatisfied are you with Look Ahead’s approach to handling antisocial behaviour?
Are you satisfied that Look Ahead provides inclusive and accessible services, information, and accommodation?
Did you receive any support to complete your survey?
If yes, please tick who supported you:

Getting involved

Please tick if you would be interested in attending one of our regular customer focus groups or finding out more about how you can get involved in improving our services or selecting and recruiting our staff.

If you have ticked please make sure you fill in your contact details above.