We want our services to work for you, and that starts with understanding your needs and what matters most to you.
That’s why we’re asking customers to share a bit more information about themselves and their household through our new online form, which is sent via SMS.
Why do we ask for this information?
The information you share helps us give you the right support in ways that work for you. For example, it can help us to:
- understand if your health or personal situation might affect how you access our services;
- look at possible adjustments needed in your home to help with mobility;
- give you a bit more time at the door if answering quickly is difficult;
- contact you in the way you prefer, whether that’s text, phone or email;
- arrange translation or interpretation if English isn’t your first language;
- connect you to our support teams for things like money worries or help with your tenancy.
What to expect
You might get a couple of text messages from us with a link to a short form. It is real and safe to open.
The form asks a few simple questions about you and your household, so we can see if you need any extra support and how we can make things easier.
You don’t have to answer every question, but it should only take a few minutes to complete. The more you share, the better we can support you.
Keeping your information safe
Your answers are stored securely and only used to help us improve our services and support our customers.
You can read more about how we use this information and our approach to inclusive services here.
