We want to better understand how our residents engage with digital technology, online services and our communications channels.
To do this, we're launching a telephone survey to residents that will run from early February until early March 2023.
The survey will be carried out by a research agency called KWest (pronounced Quest) working on behalf of West Kent and will follow General Data Protection Regulation (GDPR) requirements.
The results from the survey will help shape how we communicate, deliver online services and engage with residents in the future.
If you have any questions about the survey, please contact our customer services team on 01732 749400 or by emailing help@wkha.org.uk
FAQs
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How will I be contacted?
Residents will be contacted over the phone by KWest. The interviewing system uses mobile numbers, with each mobile being paired with a computer, and all the calls are made through a telephone management system (i.e. the computer dials the next number as soon as an interviewer become available).
Whilst we cannot give out the full numbers generated by the system; the core phone numbers used to call residents will be from the following list:
07534 560706
07375 8864xx
07931 81xxxx
07852 6336xx
07572 5977xx
07534 5607xx
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Why is the survey being conducted?
The survey is being conducted to help understand the digital, communications and resident involvement preferences of our residents. By asking questions and analysing the information, we can tailor what we deliver across these areas in the future. Whether that be what material we produced for our website or other communications channels, how we work with residents digitally and non-digitally, and what events and opportunities we offer to help shape our services in the future.
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How will my data be used?
The data will be analysed by an external agency called KWest who is a registered research agency solely for the purposes of this survey. All activity is being closely supported by West Kent staff and adheres to current GDPR regulations.
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What happens next with this information?
Once the surveys are completed, data will be presented back to West Kent – who will retain the information for further business use.
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Will a voicemail be left if I am unable to answer the phone; is there a number to call back to complete the survey?
No, KWest do not leave any sort of message when calling. If you try to call back, you will be diverted to an automated message, which explains thy were calling on behalf of West Kent and they will try again another time.
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Is it mandatory for me to take part?
No, this is not a mandatory survey
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Will the information I provide be anonymous?
KWest explains to residents at the start of the call that their answers will be linked to their personal details, so they do not have the option to remain anonymous.