We can improve services for everyone when we listen and act on customer feedback, that’s why we value your feedback on the services you receive. One way you can do this is by sharing your views as part of our quarterly Tenant Satisfaction Measures survey. From 20th April to 1st June 2026, you may be contacted and asked about your views on our services.
What are the Tenant Satisfaction Measures?
All registered housing providers in England like us, are required to report on a standard set of measures known as ‘Tenant Satisfaction Measures’. We are now entering the fourth year of reporting these to the Regulator of Social Housing (RSH). Our latest quarterly results together with our full 2024-25 results (2025/26 results will be available in the next couple of months) are available here these measures aim to:
· Show how we are performing in delivering key services
· Draw attention to areas we need to improve
· Make sure we meet regulatory standards by capturing and reporting this information.
We’re working alongside an independent market research company who carry out these surveys on our behalf. Opinion Research Services Ltd conduct the surveys by phone, and the next round of surveys will go live on Monday 20th April and run until Monday 1st June 2026. If you receive a call from them (their phone number is 02476 997501), we encourage you to share your experiences with them, both the good and the not so good. The survey should only take about eight minutes to complete.
Feedback received throughout the year is submitted to the Regulator of Social Housing each year. If you would like to learn more about the Tenant Satisfaction Measures, please visit the Regulator of Social Housing website.
Why have I been contacted to complete a survey?
We’ve asked Opinion Research Services Ltd to speak with around 750 customers each quarter and you may be asked to participate as one of those customers.
Opinion Research Services randomly select a representative sample of customers to survey each quarter, they make sure our results reflect the views of our communities and they provide us with quarterly and year end results.
You don’t have to take part in any of our surveys, but we really hope that you’ll tell us what you think – good or bad.
Will I be identified from the surveys and how will my personal information be used?
We understand your privacy is important. No one is identifiable when we take a look at the survey results and these are analysed by region and as a whole. All data will be used in line with our Privacy Policy.
Can I opt out of receiving surveys?
Yes, of course you can. We’re always grateful for you to share your views with us, however, we respect your privacy too. Details about your right to opt-out can be found in our Privacy Policy. Anyone who has already opted out will not be included in the survey
Click here to read the decision about our energy supply arrangements to some customers.
From Monday 11 May 2026, the allpay app and allpay internet payments portal will no longer be available. Allpay will be changing to allpayments.
To continue making payments, you’ll need to update the old allpay app or download the new allpayments app. You can still make payments through the website by logging into the new web portal.
Does this change affect me?
This change only affects you if you make Debit Card payments, Direct Debit payments won’t be affected.
How to access the new app and portal
You can either update your old allpay app or download the new allpayments app below.
Or you can sign in through the new portal: new.allpayments.net
You can sign in with your existing details that you used for allpay or you can set up a new account if you’ve not already registered.
What’s changing?
allpay will be changing to allpayments. The logo will change from ‘allpay’ in white text on a blue background to an ‘a’ in white text with a blue background.
Old logo:
New logo:
Need extra help?
For help with the new app and portal, including account setup or making a payment, head to www.allpay.helpscoutdocs.com where you’ll find clear guidance and helpful documents. Click on ‘allpayments’ and then ‘migration FAQ’ for more information on the changes from allpay to allpayments.