Who’s calling me? Spot the difference between a genuine telesurvey and scam call

We’ve had recent reports of customers worried they are being targeted by scam callers. It’s better to be safe and report anything suspicious, but it could be a legitimate call on behalf of The Wrekin Housing Group.

We’re committed to putting customers at the heart of everything we do – and your feedback is vital in helping us improve the services we provide.

One of the ways we gather your thoughts is through regular tenant satisfaction surveys.

Through this collection of feedback, you could be contacted by phone, text or email.

Below is some guidance and information on what to expect, what we will and won’t do.

If you’ve recently been contacted by phone about your experience as a Wrekin or Housing Plus Group customer, it may be part of our ongoing Tenant Satisfaction Measures.

Find out more about the TSM results for Wrekin here.

Who’s calling and why?

We’ve partnered with a professional research company, Pexel Ltd, to carry out short telephone surveys with a sample of our tenants.

These calls help us monitor how well we’re doing in key areas like repairs, communication, and safety in your home.

Your feedback helps us understand what’s working well – and what needs to be better.

You might receive a call from Pexel on our behalf. The survey usually takes no longer than 10 minutes, and your responses are confidential.

We want to reassure you: this is a genuine and important part of our work to listen to your views and improve our services.

You’ll never be asked for personal information or financial details as part of the survey.

How to know it’s a genuine survey call

You may be called if you’ve previously opted-in to take part of customer feedback surveys.

If you’re unsure whether a call is genuine, here are some things to look for:

The caller will explain they’re calling from Pexel on behalf of The Wrekin Housing Group.
The purpose of the call is to ask for your views on the services we provide.
You’ll never be asked for sensitive information such as your bank details or full passwords.

If you’re unsure, it’s better to be cautious and hang up.

Please contact us directly via our website or general enquiries line to report any suspicious activity.

If you suspect something isn’t right, share any information you can including the number that called, as we can quickly check if it’s legitimate and offer reassurance.

Other ways you can share your views

Our customers have lots of opportunities to help shape the future of Housing Plus Group.

Whether it’s through surveys or working alongside our teams, your voice matters.

Here are some of the ways you can get involved:

Wrekin Voices: Join our growing community of customers who take part in quick online polls, focus groups, and feedback sessions.
Tenant Committees & Panels: Have a say in how we run things by joining our regional or topic-specific groups.
Scrutiny Group: Work with us to take a detailed look at how services are performing and suggest improvements.
Mystery Shopping & Reality Checking: Help us see how well our services are working in practice.
Customer Inspectors: Get involved in checking our estates and neighbourhood services.
Feedback by phone, email, or social media: We're always listening. Reach out to us with your thoughts or suggestions.

To find out more or sign up, visit www.wrekin.com/get-involved.

Spotting and avoiding scams

Unfortunately, scams do happen – and it's important to stay alert.

If you ever receive a call, email, or text that doesn’t feel right, trust your instincts.

Be cautious if you’re asked to:

Share personal or financial information
Click a suspicious link on a text or email
Call an unfamiliar number or respond to messages out of the blue

According to Action Fraud UK, here’s what to do if you think you’ve been targeted:

Stop and think – don’t give out any details unless you’re sure it’s safe.
Challenge – is the request genuine? If in doubt, contact the organisation using a trusted method.
Protect – report suspicious contact to Action Fraud on 0300 123 2040 or via www.actionfraud.police.uk.

You can also report scam text messages to your phone provider by forwarding suspicious texts to 7726 (this spells “SPAM” on your keypad).

If you need help with reporting suspicious activity, please get in touch.

Stay informed

We’ll never mind if you choose not to take part in a survey. But if you do, your feedback will directly help us deliver better services for everyone.

If you’d like to learn more about how we use your feedback, the work of Pexel Research Services Ltd, or how you can get more involved, visit www.wrekin.com or get in touch and as to speak with a member of our Customer Voice and Value team.

14th July 2025