Rosebery Research Project

Our residents’ views are important to us
At Rosebery we aim to deliver the highest possible standards of service to our residents. To make sure we reach these standards, we feel it’s important to check in with our residents on how we are doing.

Why are we carrying out this research?
We value your opinion and it guides our work, so we find that independent research is an important tool for us. To capture your feedback, we are working with a market research company who will be conducting this survey by phone.

Who will call?
We have commissioned IFF Research, which is an independent social and market research agency with a strong reputation for high quality research. The company offers a full range of research services and operates from a single site in London.

When will they call?
IFF Research will be conducting the survey from Monday 14 November through to Saturday 17 December 2022. They will be calling residents on our behalf via 0203 148 7717. They offer some flexibility on call times and they will be phoning from 9am – 8pm Monday to Friday and from 11am – 4pm on Saturday.

What will IFF Research ask me?
IFF Research will ask questions about the services we deliver to our residents. These might include questions about our repairs, or how we deal with anti-social behaviour and communal cleaning. We recognise that some of these topics may be quite sensitive and if you would like to keep your responses confidential, IFF Research will be happy to do so. Also, if you find there are any questions you would prefer not to answer, then please let the interviewer know. Please be assured that we will never include anything in our reports that could personally identify any interviewee.

How long will the conversation take?
These calls are usually very short, in order to minimise disruption to your day. However, the survey is your opportunity to share your opinions, so please take as much time as you need.

How do we keep your data and information secure?
Your privacy is very important to us. IFF Research goes to great lengths to preserve your privacy and protect the personal data. For full details of their privacy policy please visit their website:

Ready to take part?
If you would like to take part, all you need to do is wait for IFF Research to reach out to you between 14 November and 17 December. This research is completely voluntary, so if you do not wish to take part just let IFF Research know when they call. The team will then talk you through your options.

The responses from the survey will not be shared with any other organisation, nor will they be used for any marketing purposes. However, as part of our programme of continuous service improvement, one of Rosebery’s Customer Experience Team may follow up with a call to clarify any issues raised. They may also invite you to attend a focus group, and in return, they will offer you some ‘Love2Shop’ shopping vouchers as a thank you for your time.

If you have any queries or need any further information, please email or call 01372 814 492.

Rosebery Housing is a trading name of Town and Country Housing, which is a subsidiary within the Peabody Group and is a charitable Registered Society under the Co-operative and Community Benefit Societies Act 2014, registered with the Financial Conduct Authority No. 30167R. Registered office: Town and Country Housing, Monson House, Monson Way, Tunbridge Wells, Kent, TN1 1LQ. Rosebery Housing provides housing and repair services to customers in Surrey and West Sussex, supporting sustainable communities by forging strong partnerships, working closely with local customers and creating local jobs.

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