What is the ‘Your home, your voice’ customer survey?

‘Knowing our customers’ is one of our Business Plan objectives for this year, and really knowing who our customers are will help us to plan our services for the future and provide a more tailored customer experience each time you interact with us

This is also your opportunity to feedback about how you think we’re performing. In this survey we’re asking the Tenant Satisfaction Measures which have recently been introduced by the Regulator of Social Housing to assess how well landlords are doing at providing good quality homes and services.


What information are we asking for?

The information we are collecting will be mainly based on information required under the Equality Act 2010. This includes questions on:

• Gender
• Ethnicity
• Age
• Sexuality
• Religion
• Disability

We also want to know how best to contact you.


Why do we want to know this information?

Having this information helps us to improve. It tells us where to direct our resources, and shows us if certain types of people are making the most of our services and support available. We can’t improve services for you without your help and without knowing a bit about who you are and what you need.

This type of information will help us get our services right and reduce duplication. We will also be able to ensure that we always consider those who have different needs and who may be vulnerable.


Who is carrying out the survey?

The survey is being managed on our behalf by a company called Social Engine, an independent social research company. We have passed them a limited amount of personal information (including name, address and contact details) to complete the survey.


When will the survey take place?

The survey will begin in November 2022 and will run to the end of the year.

We are sending the survey out to customers from 2 November. If we hold your email address or mobile phone number you will receive a link to complete the survey digitally. All other customers will receive either a phone call to complete the survey, a visit from a member of YHN staff to complete the survey face to face or a letter with a paper copy of the survey and a stamp addressed envelope to return it.


Do I have to take part in the survey?

No, it is not compulsory and you have the right not to participate. However, if you don’t take part, we won’t have the information to make sure that we are providing you with the best service. Therefore, we won’t be able to meet your specific needs if we don’t know what they are.


Do I have to answer all the questions?

You do not have to answer all of the questions and you have the right to opt out of any question that you don’t feel comfortable answering.


Can I change my mind once I’ve submitted my information?

You can change your mind at any time after you have provided your information for the purposes of the survey.  Under Data Protection legislation you have the right to have the information you have provided through the survey erased. You can make this request at any time by contacting us by telephone 0191 278 8600 or by email to Information.requests@yhn.org.uk


How is my information used?

The information that you provide in response to the survey will only be used to improve the services we provide to our customers and will be used for any other purpose.


Who will my information be shared with?

Your information will be shared with Social Engine (our appointed survey provider). Under data protection legislation we have a legitimate legal interest to share your information with Social Engine for the purposes of contacting you in relation to the survey. 

We share your information with Social Engine in accordance with YHN’s Privacy Policy and our contract with Social Engine.


How will YHN protect my information?

We hope to reassure you that YHN is committed to ensuring that your information is secure at all times. Your personal information is protected at all times in accordance with the requirements of the UKGDPR and Data Protection Act 2018.

YHN and Social Engine have technical organisational measures in place to protect the confidentiality and security of your personal information, irrespective of the method of collection, transfer or storage. The information you provide to YHN and Social Engine in response to the survey will remain confidential and will never be passed onto any other organisation.

Access to your information is restricted to authorised individuals on a strictly need to know basis.


How long will my personal information be kept?

The information you provide in response to the survey will be retained by Social Engine until no later than 28 February 2023. At this point of time your information will be securely deleted by Social Engine.


Who can I contact about the survey?

You can contact us at getinvolved@yhn.org.uk for further information or to discuss any concerns you may have about the survey.