Since 2001 the housing department has regularly employed the services of a market research company to carry out surveys, known as Housing Link, of residents on a number of different topics. The results of these surveys help us to shape our service to the demands of residents.

On our behalf the company establishes a panel of approximately 1200 residents from across the borough who are willing to be asked a series of questions about the housing service once or twice a year. We require them to ensure that the panel comprises people from all areas, of all ages, and across all ethnic groups. The council does not know the names of the residents being questioned so they are free to express their opinions of the services they receive.

So far we have carried out surveys looking at:

• Satisfaction with the housing service
• Contractor performance
• Service improvements
• Communication with residents
• Anti-social behaviour
• Options Appraisal Process
• E-government
• Attitudes to moving

We will continue to utilise this service to ensure that we meet the expectations of residents and provide services that residents want.