Customer Communications Survey 2025

Please complete our short survey to be entered in a draw for 3 chances to win a £50 Love2Shop e-gift card.

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* 1. How do you prefer to contact us? Please rank the following in order of preference where top is your preferred way and bottom is least preferable:

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* 2. How do you rate our communication with you in these terms (tick all that apply):

	Friendly tone	Easy to understand	Useful
Letters	Letters Friendly tone	Letters Easy to understand	Letters Useful
Emails	Emails Friendly tone	Emails Easy to understand	Emails Useful
Telephone calls	Telephone calls Friendly tone	Telephone calls Easy to understand	Telephone calls Useful

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* 3. How do you rate our information (tick all that apply):

	Easy to find	Easy to understand	Interesting	Useful
Moor to Sea newsletter	Moor to Sea newsletter Easy to find	Moor to Sea newsletter Easy to understand	Moor to Sea newsletter Interesting	Moor to Sea newsletter Useful
Website	Website Easy to find	Website Easy to understand	Website Interesting	Website Useful
Social media	Social media Easy to find	Social media Easy to understand	Social media Interesting	Social media Useful

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* 4. How do you feel about how often you hear from Westward?

Too little

The right amount

Too often

Too little

The right amount

Too often

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* 5. What ways would you prefer to be kept up to date with important information from Westward (rate in order of preference)?

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* 6. Every time we communicate by MyAccount or email with you, compared with a paper or telephone based communication, it saves money for vital services such as repairs and maintenance – so please confirm your preferred email address:

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* 7. In general, what do you use the internet for - please select all that apply:

Banking

Shopping

Social media

Westward Housing

NHS services

www.gov.uk for car tax, benefits etc

Other

I do not use the internet

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* 8. If you do not use the internet, is there a particular reason - please select all that apply:

I don't really know how

Cost of wifi

Wifi is too weak where I live

No free internet access point near me

Cost of equipment

Worried about security and safety

No interest at all

I use the internet

Other (please specify)

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* 9. How do you access the internet?

Mobile phone

Laptop / Computer

Tablet device e.g. ipad

At the library or a centre

Someone else does it for me

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* 10. When using the Westward website, was finding the information you were looking for easy of difficult?

Very easy

Easy

Neither easy nor difficult

Difficult

Very difficult

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* 11. Over the past 12 months, have you looked for any information on our website but couldn’t find it?

Yes

If so, what were you looking for?

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* 12. Have you used our new website services yet?

	Yes	No
Web chat (with a human)	Web chat (with a human) Yes	Web chat (with a human) No
Web bot (computer outside office hours)	Web bot (computer outside office hours) Yes	Web bot (computer outside office hours) No

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* 13. If you have used our web chat (with a human), please tell us how you found it (5 stars is excellent and 1 star is poor)?

Why did you give the number of stars that you have?

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* 14. If you have used our web bot (automated), please tell us how you found it (5 stars is excellent and 1 star is poor)?

Why did you give the number of stars that you have?

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* 15. Do you have a MyAccount on Westward’s website so you can securely view your rent balance, make a payment and check the status of your repair requests at any time?

Yes

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* 16. Please rank the following services which you would use on your MyAccount (where top is most likely and bottom is least likely)?

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* 17. Is there anything else you would like to be able to do or see in MyAccount?

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* 18. Would an app for MyAccount be something you would use?

Yes

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* 19. Do you follow Westward on any of our social media sites for the latest news and updates (please tick all those that apply):

Facebook

Instagram

Bluesky

Linked In

I don’t follow Westward on any social media

I don't use social media at all

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* 20. Do you read Westward’s customer magazine 'Moor to Sea'?

Completely

Partially

Can't remember / Unsure

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* 21. Please rate our communication about each of the following:

	Helpful / Interesting	Not helpful / Not interesting	Unsure
Money help and advice	Money help and advice Helpful / Interesting	Money help and advice Not helpful / Not interesting	Money help and advice Unsure
Damp and mould	Damp and mould Helpful / Interesting	Damp and mould Not helpful / Not interesting	Damp and mould Unsure
Customer engagement, Our Voice and Scrutiny Group	Customer engagement, Our Voice and Scrutiny Group Helpful / Interesting	Customer engagement, Our Voice and Scrutiny Group Not helpful / Not interesting	Customer engagement, Our Voice and Scrutiny Group Unsure
Performance	Performance Helpful / Interesting	Performance Not helpful / Not interesting	Performance Unsure
Anti-social behaviour	Anti-social behaviour Helpful / Interesting	Anti-social behaviour Not helpful / Not interesting	Anti-social behaviour Unsure
Equity, diversity and inclusion	Equity, diversity and inclusion Helpful / Interesting	Equity, diversity and inclusion Not helpful / Not interesting	Equity, diversity and inclusion Unsure
Events and community news	Events and community news Helpful / Interesting	Events and community news Not helpful / Not interesting	Events and community news Unsure
Recipe	Recipe Helpful / Interesting	Recipe Not helpful / Not interesting	Recipe Unsure
Competitions	Competitions Helpful / Interesting	Competitions Not helpful / Not interesting	Competitions Unsure
New homes	New homes Helpful / Interesting	New homes Not helpful / Not interesting	New homes Unsure
Repairs and maintenance	Repairs and maintenance Helpful / Interesting	Repairs and maintenance Not helpful / Not interesting	Repairs and maintenance Unsure
Health and Safety	Health and Safety Helpful / Interesting	Health and Safety Not helpful / Not interesting	Health and Safety Unsure
Housing and Tenancy	Housing and Tenancy Helpful / Interesting	Housing and Tenancy Not helpful / Not interesting	Housing and Tenancy Unsure

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* 22. Which subjects have we not covered, that you would you like us to include as articles in future editions of Moor to Sea?

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* 23. We produce short films, animations and infographics to help make information more interesting and easier to digest. We are also considering providing podcasts to listen to. What housing-related topics would you like to listen to, watch or read about? Please tick as many as you would like:

Moving home options

New kitchens and bathrooms process and timeframes

Home maintenance such as how to re-pressurise your boiler

Am I better off with shared ownership or renting

I would not listen to a podcast

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* 24. Are there any other topics you would like to listen to, watch or read about?

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* 25. What does it mean to you, to be a Westward customer?

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* 26. Address

Full Name *

Post Code

Email Address *

Thank you for your help

Closing date: Wednesday 22 October 2025

All completed and submitted entries will be entered into a prize draw for three chances to win a Love2Shop e-gift card of £50.

If you wish to set up a Westward MyAccount and manage your tenancy online, please email myaccount@westwardhousing.org.uk with your full name, first line of address and postcode and we will send you the details. Thank you.

Customer Communications Survey 2025

Are we getting our information right?

Question Title

* 1. How do you prefer to contact us? Please rank the following in order of preference where top is your preferred way and bottom is least preferable:

Question Title

* 2. How do you rate our communication with you in these terms (tick all that apply):

Question Title

* 3. How do you rate our information (tick all that apply):

Question Title

* 4. How do you feel about how often you hear from Westward?

Question Title

* 5. What ways would you prefer to be kept up to date with important information from Westward (rate in order of preference)?

Question Title

* 6. Every time we communicate by MyAccount or email with you, compared with a paper or telephone based communication, it saves money for vital services such as repairs and maintenance – so please confirm your preferred email address:

Question Title

* 7. In general, what do you use the internet for - please select all that apply:

Question Title

* 8. If you do not use the internet, is there a particular reason - please select all that apply:

Question Title

* 9. How do you access the internet?

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* 10. When using the Westward website, was finding the information you were looking for easy of difficult?

Question Title

* 11. Over the past 12 months, have you looked for any information on our website but couldn’t find it?

Question Title

* 12. Have you used our new website services yet?

Question Title

* 13. If you have used our web chat (with a human), please tell us how you found it (5 stars is excellent and 1 star is poor)?

Question Title

* 14. If you have used our web bot (automated), please tell us how you found it (5 stars is excellent and 1 star is poor)?

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* 15. Do you have a MyAccount on Westward’s website so you can securely view your rent balance, make a payment and check the status of your repair requests at any time?

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* 16. Please rank the following services which you would use on your MyAccount (where top is most likely and bottom is least likely)?

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* 17. Is there anything else you would like to be able to do or see in MyAccount?

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* 18. Would an app for MyAccount be something you would use?

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* 19. Do you follow Westward on any of our social media sites for the latest news and updates (please tick all those that apply):

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* 20. Do you read Westward’s customer magazine 'Moor to Sea'?

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* 21. Please rate our communication about each of the following:

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* 22. Which subjects have we not covered, that you would you like us to include as articles in future editions of Moor to Sea?

Question Title

* 23. We produce short films, animations and infographics to help make information more interesting and easier to digest. We are also considering providing podcasts to listen to. What housing-related topics would you like to listen to, watch or read about? Please tick as many as you would like:

Question Title

* 24. Are there any other topics you would like to listen to, watch or read about?

Question Title

* 25. What does it mean to you, to be a Westward customer?

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* 26. Address