Tenant Satisfaction Survey 2021

Your views are really important to us and our 2021 survey was a chance to tell us what you think of the services we provide.

The survey is being carried out on behalf of Caerphilly Homes (Caerphilly County Borough Council’s housing team) by an independent company called ARP Research Limited.

This survey has now closed.

Tenants with queries or concerns about the survey can contact the council’s Tenant and Community Involvement team on 01443 864086 or by emailing tenantinvolvement@caerphilly.gov.uk.

Frequently Asked Questions

Q. What is the survey?
Caerphilly Homes is conducting a large-scale tenant satisfaction survey in 2021. This survey will be carried out every few years and is based on a standard survey from the Welsh Government, which is used by other landlords across the country to measure satisfaction and compare with each other.

All households will receive a paper survey in early September 2021. In addition, where Caerphilly Homes hold contact details, tenants may also receive invitations/reminders to an online survey via email or text message.

The final closing date is 8 October 2021.

E-mails will come from ‘Caerphilly Tenant Survey’ (caerphillyhomes@arpsurveys.co.uk).  Any text messages sent directly from ARP Research will come from 07860 017314.

Q. Why are you doing this survey?

We want to know what tenants think about the services we provide and will use the results to plan service improvements. We will do the survey every two years and ask similar questions so we can also track whether we are improving and take action if we are not.

Q. How do I enter the prize draw?
Simply return the questionnaire in the freepost envelope or complete the survey online, and your unique code will be automatically entered into the draw to win up to £250 shopping vouchers. (there are 6 prizes in total 1 x £250 and 5 x £50).

Q. I don’t want to take part, take me off your list
Take the name and address details, and send them to support@arp-research.co.uk

Any emails from ARP also contains a link to unsubscribe if tenants want to receive no further emails, and any text messages allow tenants to reply with STOP to opt out of this survey.
Q. Can I have a replacement questionnaire?
Yes. Take the name and address details, and send them to support@arp-research.co.uk.  Alternatively, the survey can be completed online at www.arpsurveys.co.uk/caerphilly.

Q. Can I have a replacement freepost envelope?

The questionnaire can be sent back in any envelope to the following address:
ARP Research
PO Box 5928
S35 5DN

If the customer would still like a replacement envelope, take the name and address details, and send them to support@arp-research.co.uk

Q. I am having trouble accessing the online survey.
Some residents may have received an invitation to take part by email and/or text message. These contain a unique link that will log them in automatically to the survey and allow them to resume where they left off.

Technical support is available by e-mail to support@arp-research.co.uk or by telephone on 0800 020 9564.

The online survey is available to all tenants at the following address: www.arpsurveys.co.uk/caerphilly.  The respondent has to type in their unique code found on the paper questionnaire and covering letter or register with their email address, house number and postcode.

Q. Why have you given my contact details to a different company?

To make sure that our survey is independent, we have asked ARP Research to carry it out for us. ARP specialise in running surveys like this for housing providers across the country. This is the same as when we employ contractors to carry out repair work on our behalf.

ARP are not allowed to use your contact details for any reason other than running this survey and conform to the General Data Protection Regulation (GDPR) and the Market Research Society Code of Conduct.

You can also contact the Caerphilly Homes tenant & Community Involvement Team if you would prefer to speak to a member of the Housing Team working with ARP on the survey. You can email them on tenantinvolvement@caerphilly.gov.uk or telephone on 01443 864086.

Q. How is the survey confidential if you know who I am?
ARP Research uses your unique code to remove your address from any further mailings if you have already sent back your questionnaire, and to run the prize draw. Any link between your identity and the answers that you give is removed as soon as possible by ARP, and Caerphilly Homes will never see who you are unless you give your explicit consent.

Q. How much money have you spent on this survey/why are you wasting money etc.?
It is very important that we spend money wisely by providing you with the right services in the right way. This survey helps us to find this out. We get a research company to carry it out to make sure the survey is independent and reliable.
Q. I want to know specific details about how the survey has been designed or is being run or want to speak to ARP Research directly.
Please telephone ARP Research on Freephone 0800 020 9564 or email support@arp-research.co.uk.
Q. When will I receive feedback on the results of the survey?
Caerphilly Homes will feedback the survey results to tenants – we hope to do this in a number of ways as soon as possible Caerphilly Homes will provide information regarding the results for tenants to see before the end of the year.