Change to customer satisfaction survey provider

You may have read in the Spring edition of Connect that we re-tendered for the three-year contract to conduct our satisfaction surveys and are now working with a new organisation – BMG Research (BMG).  

BMG is an experienced independent research company who has worked with a number of other housing associations. By working with BMG we will be able to provide feedback to you in new and innovative ways such as through the use of videos and easy-to-read graphics.   

Jack Harper, Research Director at BMG commented that, “BMG Research is delighted to be working with Eildon Housing Association on the upcoming customer satisfaction programme. We understand the commitment Eildon has to providing excellent housing, care and support services for the individuals and communities they serve. Through engagement with Eildon customers, as well as the work BMG undertake with multiple other social landlords across Scotland, this research programme will help ensure that Eildon meets this commitment” 

BMG will start carrying out transactional surveys in May. These surveys are carried out monthly and help us to keep track of how satisfied you are with your experience of things like our repairs service, complaints handling and becoming a new tenant. 

If you are a tenant and want to find out more, please check out the FAQs below or contact Annie Forsyth (Corporate Services Administrator) on 01750 724 046 or email

Why are these surveys being run?

The monthly transactional surveys are being undertaken to understand how satisfied you are with the services we provide to you. The findings will help us assess how satisfied you are with the service currently and identify areas for improvement.

Do I have to take part?

The survey is voluntary, so you are not obliged to take part. However, taking the time to complete the survey will help us to better understand your views and what improvement might be needed in the future.

Why was I chosen to take part?

Tenants have been selected at random from those who have interacted with us in the previous month, e.g. if you’ve had a repair carried out or if you are a new tenant.

What will you do with my responses?

Survey responses will remain confidential and secure. Responses will be collated by BMG and reported back to us; your views will not be identified to us without your explicit permission.

Who are BMG Research?

BMG Research are an independent research company and have been chosen by Eildon to run this survey. BMG fully abides by the Market Research Society Code of Conduct. Should you have any concerns about BMG Research please call the Market Research Society on 0800 975 9596.

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