Your chance to have your say Posted on 27 September 2023

As part of our commitment to improving customer service, we are introducing a more regular survey so that you can have your say more often about how we deliver services to you.

Over the next few weeks and months some Clanmil customers living in our general needs, independent living and Category 1 homes (for those aged 55 and older) will be contacted by IFF, the company who carry out the customer satisfaction surveys on our behalf.  

The survey can be completed over the phone, online via email or on your phone via text message.  

Your answers will be treated in the strictest confidence, but you will have an option to allow us to contact you for any further feedback. 

We will be reporting regularly on the findings and working with various customer groups to improve the service. 

These surveys are in addition to the ongoing monthly checks done by IFF on satisfaction with response repairs and new build homes. We will also soon be asking for your feedback on your experience of our service when you phone to report something. 

If you have already taken part in this survey with IFF in May 2023 you will not be contacted again until at least 2024.  

You can read about some of the results in the next edition of Together magazine which will be delivered to all Clanmil homes in December.  

Frequently Asked Questions 

Why are Clanmil carrying out this research? 

We value your opinion. A key aim of the research is to gain a clearer understanding of you, so we can better understand your needs and improve the services we provide to our customers. 

Who will call? 

We have commissioned our external partner, IFF Research, to undertake the survey on our behalf.  

When will they call? 

You may receive a phone call from 0203 148 7645 asking about the services we provide.  

To give you flexibility on when you can take part, IFF Research will call between 9am-8pm Monday – Friday and between 11am-4pm on Saturdays.  

Will I be contacted by email? 

You may also receive an email from inviting you to take part in a survey online.  

Reminder emails will be sent from

What will IFF Research ask me? 

IFF Research will ask questions about a number of services we deliver to our customers. This might include repairs, antisocial behaviour and communal cleaning. We recognise that some of these topics may be quite sensitive, should you wish - IFF Research can keep your responses completely confidential, however if there are any questions which you would prefer not to answer, please let the interviewer know. We will never include anything in our reports that could personally identify an individual.  

How long will the conversation take? 

The conversations are usually very short to allow you to reduce disruption to your day. However, it is your opportunity to share your opinions so this can be dictated by you.  

How do we keep your data and Information secure? 

Your privacy is very important to us. IFF Research go to great lengths to preserve your privacy and protect the personal data used in conducting all research. For full details about IFF Research’s privacy policy please follow visit their website via: IFF Research | GDPR 

Ready to take part? 

If you would like to take part all you need to do is wait for IFF Research to reach out.  

Please note the research is completely voluntary, if you do not want to take part just let IFF Research know when they reach out and you will be opted out.