This is a slimmed down version of STATUS, intended to enable you to carry out annual surveys of your customers, to refresh the key performance indicators and to keep your finger on the pulse of resident opinion. These mini-STATUS surveys, in addition to the key indicators, can also incorporate your own questions. As with the full STATUS surveys, we work with you to develop both the questionnaires and the sample design to ensure robust and accurate results.

We provide advice and support to consult with your customers across the whole range of services you provide, in order to monitor customer views on these services on a continuous or regular basis. This gives you a up to the minute picture of how your service is performing, enabling you to make the necessary improvements in response. You can then track how those improvements are going down with your customers.

We will help you develop and implement a co-ordinated strategy to customer engagement across your whole organisation, pulling together the key performance indicators for each service based on customer feedback. This also provides a planned programme of customer engagement and consultation, ensuring first, that the survey results are robust and accurate; second, that your customers are not swamped with surveys from different services at the same time; and third, that the questions asked are relevant and consistent across all survey exercises.

We offer our STATUS clients a free interactive workshop with key stakeholders to look in depth at the survey results and identify key issues and actions for improvement. In our experience, this workshop has the effect of involving staff in particular in taking ownership of the survey results and in understanding the impact on service delivery. We are also happy to provide this service for clients who have carried out their own STATUS survey or who have used another market research company.

We conduct focus groups and other qualitative exercises to help clients interrogate their STATUS and other survey results in more depth, and to identify key areas for further investigation. We take on all the recruitment and facilitation tasks for focus groups, including booking the venues, and we provide a full report of the proceedings of each group.

The Federation has always promoted good practice in using the results of surveys and we see presentations as an important part of any survey. The style of our presentations can be designed to suit the occasion; from short summary presentations to more detailed presentations and interactive workshops where staff, tenants or board members split into groups working on action plans for implementation.

The Feedback service holds one of the most comprehensive comparative databases with over 600 surveys and 600,000 residents. We work with approximately 100 landlords each year. The database holds information about tenant and home owner satisfaction for all types of landlords (housing associations, local authorities & ALMO's) from across all parts of the country.

We also offer profiling surveys of residents, either run in conjunction with a STATUS survey or run separately, to help landlords to collect the necessary demographic and other profiling information about their customers. We always ensure that residents are fully aware of the use that their personal information will be out to by their landlord. Where a profiling survey is run with a STATUS survey, we make it very clear to residents that their views will be kept completely confidential and not released to their landlord.