Customer Satisfaction Surveys

Anchor's overarching ambition is to be recognised by our customers and other stakeholders as the best provider of housing and care services to older people.

Our customer principles are:

• Do what's right • Right first time, every time • Empowerment and front line ownership of the customer relationship • Create one touch processes with single point of contact • Ensure every step adds value • Don't design processes or procedures around failure

Our customer plan is:

• Improve customer satisfaction across all services to upper quartile levels • Truly customer centric approach - putting customers at the heart of all decision making • Culture of be the best in everything we do, in both our service and the handling of complaints at source wherever possible. • Challenge and eradicate poor service everywhere • Shift consultation to genuine engagement in decision making and continual improvement

Our aim is to put in place a provider who can satisfy the customer satisfaction survey requirement in support of the aforementioned plan

Anchor plan on running an SQ for the provision of a number of separate surveys running as a programme from 2022 - 2025. We are looking for end to end management of the process from concept through to delivery and insight. The programme is as follows (these may be subject to change):

? Anchor Housing Satisfaction Survey ? Anchor Responsive Repairs Satisfaction Survey ? Anchor Planned Works Satisfaction Survey ? Anchor On Call Satisfaction Survey ? Anchor Villages Satisfaction Survey ? Anchor Extracare Satisfaction Survey ? Anchor Complaint Handling Satisfaction Survey ? Anchor New Developments Satisfaction Survey ? Anchor Annual Care Services Satisfaction Survey

The above surveys will be carried out in a number of ways including postal, paper and online.

We also require detailed analysis and reporting on the above surveys.

Additional information: The dates and the scope included in this notice may be subject to change.