Homeownership Communication Review Survey

A drawing of repair tools - hammer, spanner, paint brush and roller, with brickwork and a roof in the background

THIS SURVEY HAS NOW CLOSED. THANK YOU TO EVERYONE WHO SUBMITTED A RESPONSE.

REWARDS WILL BE SENT OUT IN OCTOBER 2026 TO EVERYONE WHO TOOK PART.

AN ANONYMOUS VERSION OF THE SURVEY RESULTS HAS BEEN SUBMITTED TO OUR CUSTOMER SCRUTINY PANEL.


We are inviting home ownership customers to take part in a survey set by our Scrutiny Panel focusing on improving communication and to help improve our service.

Each year, home ownership customers receive a letter confirming whether their account has a surplus or a deficit.

The Scrutiny Panel are completing a review of these letters. This review is not about the charges, it is about:

  • How clearly we explain what a surplus or deficit means
  • The wording and layout of letters and statements
  • How and when we communicate with customers
  • How easy it is to get answers to questions
  • How we manage high volumes of enquiries

This survey is part of the Scrutiny Panel's review. Please click on this link to complete the survey and give us your feedback.

All customers taking part in the survey will receive a £10.00 reward shopping voucher. We will send these out to you in October 2026.

We are looking forward to hearing from you.

THIS SURVEY HAS NOW CLOSED. THANK YOU TO EVERYONE WHO SUBMITTED A RESPONSE.

REWARDS WILL BE SENT OUT IN OCTOBER 2026 TO EVERYONE WHO TOOK PART.

AN ANONYMOUS VERSION OF THE SURVEY RESULTS HAS BEEN SUBMITTED TO OUR CUSTOMER SCRUTINY PANEL.


We are inviting home ownership customers to take part in a survey set by our Scrutiny Panel focusing on improving communication and to help improve our service.

Each year, home ownership customers receive a letter confirming whether their account has a surplus or a deficit.

The Scrutiny Panel are completing a review of these letters. This review is not about the charges, it is about:

  • How clearly we explain what a surplus or deficit means
  • The wording and layout of letters and statements
  • How and when we communicate with customers
  • How easy it is to get answers to questions
  • How we manage high volumes of enquiries

This survey is part of the Scrutiny Panel's review. Please click on this link to complete the survey and give us your feedback.

All customers taking part in the survey will receive a £10.00 reward shopping voucher. We will send these out to you in October 2026.

We are looking forward to hearing from you.

Page last updated: 28 Jul 2026, 09:47 AM