30 July 2025

Dear Owners,

We are pleased to announce that the 2025 Owners’ Satisfaction Survey will launch on Wednesday, 6 August. Now in its fourteenth year, this important annual survey provides you with the opportunity to share your thoughts on what’s working well in your village and where improvements can be made.

Your feedback continues to play a vital role in shaping local action plans, enhancing our services, and ensuring your village remains a place you are proud to call home.

How to take part 

We encourage all owners to complete the survey online using the link that will be emailed to you on launch day.

New: 'Save and Return' feature 

We have listened to your feedback and are pleased to introduce the option to save your progress and return later.

Here’s how it works

When you first open the survey, you’ll be asked if you would like to save your progress.

If you choose to do so, you’ll be prompted to enter your email address.

A personal link will then be emailed to you, allowing you to return and resume the survey at your convenience.  

This will be sent to you from our research partner admin@intheknowinsight.co.uk . Please check your junk mailbox if this hasn’t arrived in your main inbox.

Please note: This option must be selected at the start of the survey and cannot be enabled part-way through. If you prefer to complete the survey in one sitting, you can simply leave the email field blank.  

If you are unsure whether you will need to save your progress, we recommend requesting a link. Your comments will still be captured if you choose to complete it in one sitting.

As always, your responses will remain completely anonymous.

If you have any questions or need assistance completing the survey, please speak to reception or your General Manager. 

What the survey covers

The survey is primarily quantitative to allow for year-on-year comparison across all villages. However, it also includes opportunities to provide written feedback, and we truly appreciate the time you take to complete it.

Topics this year include:

  • Your overall rating of the village, reception, buildings, and gardens
  • Your experience of village life, including the restaurant and health club
  • Customer service and communication
  • Wellness and lifestyle
  • Suggestions for improvements and recognition of outstanding team members 

How your feedback makes a difference

Your insights directly influence the improvements we make. Here are just a few examples of changes implemented as a result of past surveys:

  • Enhanced food and beverage offerings, with greater focus on quality and nutrition
  • Rollout of the GoTeamUp health and wellness booking system across all villages
  • Significant investment during 2025 and into 2026 to maintain and enhance village environments
  • Updated customer service training, including a new Service Excellence Guide and hospitality workshops
  • Expansion of wellness programmes shaped by your suggestions 

The Owner Satisfaction survey is conducted by our trusted independent research partner, In the Know Insights, ensuring full anonymity. We encourage you to be open and honest - your input truly helps us deliver the best possible experience.

Thank you once again for your continued support and valuable feedback.

Kind regards,

Ross Mounsey

Group Operations Director