Customer telephone survey 2020

We're committed to hearing your views and are working with an independent market research company, Research Resource, to complete a customer survey. 

The survey asks for feedback on the services we provide and how happy you are with your home and neighbourhood. It will help us plan services and find out what you want.

We realise that you will have a lot of things on your mind at the moment, but it would be helpful for us to know what you think about service so we can keep doing the things that work well and change the things that don’t.   

We started the telephone survey on Monday 6 April 2020 and expect to finish by Friday 24 April 2020. Interviews will take about 10 minutes and will be during the day, early evening and at weekends.   

Your answers are confidential, and the findings will not identify you as an individual. You can choose not to answer any questions and still take part in the survey.

As you know, due to the global Covid19 pandemic Horizon Housing isn’t able to deliver our normal level of service. So, it would be helpful when you’re giving your answers, to think about the service that was being delivered before the crisis. 

If you have any questions about the survey, please contact us on or 0330 303 0089.

If you want to check the interviewer is genuine you can do so by taking the following steps:

  1. Contact us on or 0330 303 0089 and we will check the names of the interviewers and reference identity number.

  2. Call Research Resource on freephone (landlines) 0800 121 8987 or 0141 641 6410. They will answer any questions you have about the interview process and will verify the person who has called you is one of Research Resource’s staff. If you do not want to take part in the survey, you can contact Research Resource to let them know not to visit you. If you are unsure of their identity then you can ask the researcher to come back another time, they are happy for you to do this.