How we collect your feedback

We wanted to let you know about a small behind-the-scenes change to how we collect your feedback. 

For several years, our quick “how did we do?” surveys were carried out by Rant & Rave, who sent surveys by text, email or phone. We’ve now moved this work to In-house Research (IHR), but the surveys themselves won’t feel any different for you.  

You’ll still be contacted in the same way - usually by SMS or email, and sometimes by a short phone call, depending on the type of service you’ve used. The only thing that’s changed is who asks the questions, not what you’re asked or why it matters. 

This feedback continues to sit alongside the other ways we listen to you - our independent Tenant Satisfaction Measures (TSMs), ongoing engagement here on the hubb through updates, conversations, and opportunities to get involved, and what we learn from complaint themes and customer discussions across the community. Together, these insights help us focus on what matters most and improve services across the board. 

Some of our contractors may also carry out their own quality check surveys, which support the work IHR does and help us confirm that standards are being met. 

If IHR reach out to get in touch with you, it’ll be from the following phone number: 01202 049004 (SMS invites from IH Research) or an email address ending with @stonewater.tenantsatisfaction.co.uk. However, if you're ever unsure if a survey is genuine, please feel welcome to get in touch, and we’d be happy to check this for you.  

Want to shape what we do next? Visit the hubb’s “Give feedback” and “Get involved” areas to take part in conversations, surveys and opportunities to influence our services.