IFF Research logo

We’re excited to announce that we’re now working with IFF Research, an independent social and market research agency, to help us run our customer surveys. IFF are housing specialists who have spent 11 years working in the sector. They’re taking over from our previous supplier, Watermelon, and also work with over 34 other housing associations. We’re really excited to have their specialist expertise on board as we work towards our new corporate plan. You can find out more about IFF by clicking here.

Your experience as a customer is a focus for us throughout our organisation. A key part of our corporate plan is about listening to your feedback and developing new ways of working to make experiences effortless and services accessible. We can’t move forward without knowing where we’re going, and the feedback you provide helps us map out how to get to where we want to be.

For our customers, this means that the team at IFF might contact you to ask some questions about your experience living in a Futures home, whether you’ve used any of our services – for example, if you’ve needed a repair or had some support from our money advice team – and how satisfied you are with us as your landlord. This information is presented back to stakeholders across the organisation so we can take action to improve our services if we need to, and celebrate our teams and colleagues who are making a difference to our customers and in our communities.

You might be contacted by IFF on our behalf, by phone or email, at any point during your time with Futures to offer you the opportunity to share your experiences. It’s entirely up to you whether you take part, and if you have any questions about this process please contact our research and intelligence team by emailing getinvolved@futureshg.co.uk

You can find more information about how you can get involved in shaping Futures by visiting our get involved section of the website.

IFF is a partner member of the Market Research Society (MRS) and abides by the MRS Code of Conduct. More information about IFF’s accreditations, standards, and GDPR policy can be found by clicking here.