The Brief

Explain was commissioned to carry out their annual customer satisfaction survey. As in previous years, the group stipulated that research must be carried out via telephone interviews. The sample was selected in line with HouseMark recommendations and reflected the geographical spread of the Group’s properties and its population make up.

The Approach

Overall 2,300 telephone interviews were carried out across the three housing associations.

The research was publicised prior to commencing through their newsletter which resulted in higher conversion rates

The Outcome

Whilst there is no longer a regulatory requirement to carry out a prescribed satisfaction survey, New Charter Housing Association requested feedback from each association on how tenants view the services they provide and to determine how they can change and improve services moving forward. Results were also used to compare performance against other social housing providers.

"On behalf of New Charter can I thank you and your team at Explain for the efficiency with which you have carried out this project . We were very aware that we set tight deadlines for you in terms of survey design and carrying out the calls and meeting specific needs around Ramadan etc. On the few occasions we have queried something, Explain have responded promptly and efficiently and we have always been confident that the issue has been looked into thoroughly. Once again thank you for your professional and efficient approach. All here are extremely pleased with the exceptional results for all 3 companies!"

Cath Owston, Director of Customer Experience, New Charter Housing Trust Group

Tenant Satisfaction Survey


Client Information

New Charter Housing Trust Group is based in Ashton-under-Lyne and is one of the country’s largest Registered Social Landlords. The group is comprised of three Housing Associations; New Charter Housing, Aksa Housing Association and Gedling Homes, provides houses, flats, bungalows and sheltered housing across Tameside, Oldham and Nottingham.