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Privacy statement survey feedback


Your valued feedback has been compiled to create a picture of what customers’ thoughts are about the Privacy Statement booklet.

We wanted to provide you with some feedback highlights:

  • 85% of customers agreed or completely agreed the content of the booklet covered how we collect, use and share your information
  • 85% of customers agreed or completely agreed the content of the booklet covered how we protect your information
  • 90% of customers agreed or completely agreed the booklet covered your rights as a customer
  • 90% of customers said the information in the booklet was understandable and easy to read.

Within the consultation, we provided the opportunity for customers to provide additional comments regarding the Privacy Statement booklet. It was great to read that some customers felt it was well-constructed.

We also wanted to provide some feedback to some comments to ensure transparency.

Customer comment

If you are all about privacy, why then do I now have loads of rubbish emails and texts from scam companies since doing your survey?

Our response

We are committed to protecting our customers’ privacy. We have never sold, and will never sell, any of their data to third parties. We also have data-sharing agreements with all our third-party partners, which prohibit them from selling customers’ data to anyone else.

In addition, all the emails that we send from our marketing platform have an opt-out button. If a customer clicks on this button, their email address will be removed from our mailing list, and we will not send them any further emails.

Customer comment

Don’t listen to anything I have to say.

Our response

Beyond Housing is committed to listening and learning from our customers.

We work with customers to resolve any concerns or complaints efficiently and fairly. To raise a concern, make a complaint or tell us when we get something right, go online or call us on 0345 065 5656.

Feedback from customer complaints is routinely analysed and used to identify opportunities to improve Beyond Housing’s processes and improve the experience for customers.

In addition, Beyond Housing regularly seeks feedback from customers through customer satisfaction surveys. This helps identify when we do something well and areas we need to improve. These surveys may be sent via email, text, post or by telephone. A customer can decide to opt out of receiving these surveys at any time by contacting us and informing us of this decision.

The consultation feedback was taken into consideration and based on the positive responses and the majority of customers agreeing with the questions, the booklet was approved and will be available online soon. A printed version will be available from our Scarborough or Redcar offices on request.

We are continually working to improve services and have a range of opportunities for customers to play your part to help us on this journey. If you haven’t already signed up, we would love you to sign up to Be Involved!