Frequently Asked Questions

Q What is the survey?

MVH is conducting a tenant satisfaction survey in 2023. This survey is carried out every 1-2 years and is based on a standard survey from the Welsh Government, which is used by other landlords across the country to measure satisfaction and compare with each other.

All households will receive a paper survey in January. In addition, where tenants have consented all residents will also receive invitations/reminders to an online survey via email and text message.

The final closing date is 22 February.

E-mails will come from ‘MV Homes Survey’ This email address is being protected from spambots. You need JavaScript enabled to view it.. Any text messages will come from 07860 017314.

Q. 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 will 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.

Q. How do I enter the prize draw?

Simply return the questionnaire in the freepost envelope and your unique code will be automatically entered into the draw to win one of three prizes for £100, £50 or £25 in vouchers that can be spent at a wide variety of retailers.

Q. I don’t want to take part, take me off your list

Take the name and address details, and send them to This email address is being protected from spambots. You need JavaScript enabled to view it.

The email also contains a link to unsubscribe if tenants want to receive no further emails, and those who receive a text message can reply STOP to achieve the same thing.

Q. Can I have a replacement questionnaire?

Yes. Take the name and address details, and send them to This email address is being protected from spambots. You need JavaScript enabled to view it.

Alternatively, the survey can be completed online at www.arpsurveys.co.uk/mvh

Q. Can I have a replacement freepost envelope?

The questionnaire can be sent back in any envelope to the following address:

Freepost RTZK-RGZT-BSKU
ARP Research
PO Box 5928
SHEFFIELD
S35 5DN

If the customer would still like a replacement envelope, take the name and address details, and send them to This email address is being protected from spambots. You need JavaScript enabled to view it.

Q. I am having trouble accessing the online survey.

Some residents will have received an invitation to take part by email 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. The email also contains a link to unsubscribe if they want to receive no further emails.

Technical support is available by e-mail to This email address is being protected from spambots. You need JavaScript enabled to view it. or by telephone on 0800 020 9564.

The online survey is also available at the following address: www.arpsurveys.co.uk/mvh. The respondent has to type in their unique code found on the paper questionnaire or register with their house number and postcode.

Q. 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.

Q. How is the survey confidential if you know who I am?

ARP Research uses your unique code to remove your address from any further communication if you have already completed the survey, 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 MVH will never see who you are unless you give your explicit consent.

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

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.

Q. 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 This email address is being protected from spambots. You need JavaScript enabled to view it.