BMG Research is pleased to be working in close partnership with Wheatley Housing Group with its range of Charter Indicator Surveys. The Wheatley Group was formed in 2013 and is made up of a number of subsidiaries including Glasgow Housing Association, Cube Housing Association, West Lothian Housing Partnership, Loretto Housing, Lowther Homes and YourPlace factored owners. Since this time, BMG has been responsible for the programme of research across these subsidiaries, including their individual annual customer satisfaction surveys, which feed into strategic decision making, as well as serve the Scottish Social Housing Charter. This research involves in the region of 7,000 face to face interviews per year with customers, a further 2,000 telephone interviews, and the increasing use of online and electronic surveys to engage with harder to reach groups. As a result of findings from this research, Wheatley Housing Group has implemented a number of significant changes to their service delivery, ranging from tailored communication strategies and consultation mechanisms through to a redesign of the housing officer’s role, including the structure and number of officers across the stock, and a focus on a more personalised and face to face role.