Frequently Asked Questions
Q What is the survey?
We are conducting a tenant satisfaction survey in 2022. A third party organisation is managing this on our behalf – they are called ARP Research.
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 copy of the survey in January 2022. If you have provided us with an email or a mobile number, you will also receive an invitation (along with a reminder) to complete an online version of the survey.
Text messages will come from 07860 017314.
The final closing date will be in early February.
Q. Why are you doing this survey?
We want to know how you feel about the services we provide. We will use the results to plan our service and to make improvements. We will undertake the survey at least every two years and ask you 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 Welsh Government.
Q. How do I enter the prize draw?
Simply return the questionnaire 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, I’d like to be removed from the distribution list
You can contact us and we will arrange for you to be removed from the distribution list.
If you have provided us with your email address then you will also receive the survey via email. The email contains a link to unsubscribe.
If you have provided us with a mobile number you will receive a text – you can reply to this with ‘STOP’
Q. Can I have a replacement questionnaire?
Yes. Please contact us and we can arrange for a copy to be posted to you
Alternatively, you can complete the survey online at www.arpsurveys.co.uk/mvh
Q. Can I have a replacement freepost envelope?
Yes you can contact us and we will arrange for a replacement envelope to be sent to you.
Alternatively, the questionnaire can be sent back in any envelope to the following address:
PO Box 5928
Q. I am having trouble accessing the online survey.
The online survey is also available at the following address: www.arpsurveys.co.uk/mvh. You will need to type in your unique code (found on the paper questionnaire) or register with your house number and postcode.
You don’t need to completed the survey in one go – once you have logged in the site will allow you to resume where you left off.
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 Research are not allowed to use your contact details for any reason other than running this survey. They 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 once you complete the survey, and once they have run the prize draw. Any link between your identity and the answers that you give is removed as soon as possible by ARP Research, and MVH will never see who you are unless you give your explicit consent.
Q. What will you do with the survey results?
We will use the information you provide to report to Welsh Government and to look at how we can make changes to the services we deliver.
Q. How much money have you spent on this survey?
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.
To complete the survey please click here www.arpsurveys.co.uk/mvh/w “