Family Housing Association (Birkenhead & Wirral) Ltd, Marcus House, Marcus Street, Birkenhead, Telephone: 0151 647 5000


Survey Terms and Conditions

We need your help so that we can understand how well we are delivering our services to you.  It is important for us to get feedback on our services directly from residents so that we know what’s working well and what we need to improve.  To do that, we carry out a customer satisfaction survey every 3 years linked to the services we provide to you. The survey is carried out on our behalf by an independent market research agency called TLF Research. They will never ask you for any personal information such as your address or date of birth.

The survey is carried out by telephone. The survey results are passed back to Family Housing and are kept anonymous (unless you have chosen otherwise) so you can answer freely without fear of being identified.  We will use the findings to understand the key issues and work to make improvements where needed.  Your feedback is vital to helping us understand how well we are delivering our services to you. We really appreciate you taking the time to share your experiences with us, so that we can improve our processes and services.

Terms and conditions for the prize draw apply. The prize draw is only open to Family Housing Association residents in the UK aged 18 years or over. To be entered into the prize draw, participants must have taken part in the Resident Satisfaction Survey.  Every individual resident that takes part in the survey and agrees to be entered into the prize draw, will be entered into the prize draw. The prize draws are carried out every three years following conclusion of the Survey.  The last date for entry into the draw will be 14th March 2022.  The prize draw will take place within 28 days of the end of the survey and winners will be notified by either telephone or email within 14 days. 

Entrants are deemed to have accepted the terms and conditions. Family Housing Association reserves the right to exclude those that are abusive to the call centre staff carrying out the survey.  Details of who has won the prize draw each quarter will be published on the Family Housing Association website. A voucher will be sent out to the winning residents either by email or in the post. The draw will be performed by a random computer process and the results are final. Family Housing Association reserves the right to hold, void, suspend, cancel, or amend the prize draw where it becomes necessary to do so. If any of the selected winners are in breach of the terms and conditions, the winner will forfeit the prize and another winner will be selected at random. Family Housing Association accepts no responsibility for entries that are lost, delayed, misdirected or incomplete or cannot be delivered or entered for any technical or other reason.

Family Housing Association accepts no responsibility for any costs associated with the prize and not specifically included in the prize. The prizes are non-exchangeable, non-transferable, and are not redeemable for cash or other prizes. Family Housing Association retains the right to substitute the prize with another prize of similar value in the event the original prize offered is not available. Family Housing Association employees and family members, or anyone else connected with the prize draw may not enter. The decision of Family Housing Association in all matters under its control is final and binding and no correspondence will be entered into. Further detail on the Terms and Conditions are available on request.