Tenant Satisfaction Survey 

Your views are really important to us and our 2023 survey is 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.

Your answers are confidential. This means that the council will not be able to link your answers to your name or address without your agreement.

Surveys are currently being posted to all council owned homes in the county borough.  Tenants are also able to complete the survey online.

As a thank you, the unique code from all completed surveys will automatically be entered into a free prize draw, where 1 lucky person will win £250 and 5 more will receive £50 in shopping vouchers.

Tenants with queries or concerns about the survey can contact the council’s Tenant and Community Involvement team on 01443 811433/34 or by emailing tenantinvolvement@caerphilly.gov.uk.

Frequently Asked Questions

What is the survey?

Caerphilly Homes is conducting a tenant satisfaction survey in 2023. This is being carried out on our behalf by ARP Research. This survey is to be carried out at least every two years and is based on a standard survey from the Welsh Government, which is used by other landlords across Wales to measure satisfaction and compare with each other.

All households will receive a paper survey in early October 2023 with a reminder questionnaire sent 2-3 weeks later to those that do not initially respond. In addition, where Caerphilly Homes hold contact details households will also receive invitations/reminders to an online survey via email and text message.

The final closing date will be Friday 24 November 2023.

E-mails will come from ‘Caerphilly Tenant Survey’ (noreply-caerphillyhomes@arpsurveys.co.uk).

Any text messages will come from 07860 017314.

Why are you doing this survey?

We want to know how you feel about the services we provide and will use the results to plan service improvements. We do the survey at least every two years and ask similar questions so we can also track whether we are improving and take action if we are not. We are also required to do this survey by the Welsh Government.

How do I enter the prize draw?

Simply return the questionnaire in the freepost envelope and your unique confidential code will be automatically entered into the draw to win up to £250 of shopping vouchers. (there are 5 prizes in total 1 x £250 and 5 x £50). This code is printed on the paper copies and incorporated in the unique links sent by email and text.

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 also contain 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.

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.

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

I am having trouble accessing the online survey.

Some residents will 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 also available 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.

I have received a text message inviting me to take part in a survey, but I cannot get the internet on my phone.

The online survey is in addition to the postal survey, so please complete and return the paper version instead.

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.

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 the Council will never see who you are unless you give your explicit consent.

How much money have you spent on this survey/why are you wasting money etc.?

We are required by the Welsh Government to carry out this survey every two years. 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.

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