Frequently Asked Questions

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About the survey

Why is this survey taking place?

The Community Life Survey has been designed to gather information to help government departments create policies aimed at building stronger communities and enabling people to play a more active role in their communities and society.

Your contribution will help local communities to be understood by the Government, charities and other public sector organisations through tracking important changes over time.


Who is conducting the survey?

The survey is being conducted by Verian, an independent research agency, on behalf of two government departments:
Department for Culture, Media and Sport
Ministry of Housing, Communities & Local Government

Verian is bound by the Market Research Society (MRS) Code of Conduct – a set of agreements that ensure research is conducted in an ethical and safe manner.

To find out more about Verian, please visit www.veriangroup.com.

More information about the survey is available here.


What is the role of the Department for Culture, Media and Sport (DCMS)?

The Department for Culture, Media & Sport (DCMS) supports culture, arts, media, sport, tourism and civil society across every part of England — recognising the UK’s world-leading position in these areas and the importance of these sectors in contributing so much to our economy, way of life and our reputation around the world. The department champions sport for all at every level, supports our world-leading cultural and creative industries and works to enhance the cohesiveness of our communities.

What is the role of the Ministry of Housing, Communities & Local Government (MHCLG)

The Ministry of Housing, Communities and Local Government is central to the mission-driven government, from fixing the foundations of an affordable home to handing power back to communities and rebuilding local governments.

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Taking part

Why did we choose your address?

As it is not possible to ask everyone to take part in the survey, we select a random list of addresses to represent the entire country. Your address was selected at random from a list of private addresses held by the Royal Mail.

In a small number of cases, the invite letter might be delivered to the wrong address. Please ensure that the address on the letter is yours before taking part.


I don't think this survey is relevant to me

Everyone's views and experiences are valuable, even if you don't participate in any activities or you don't think your views are relevant. The results need to be representative of everyone in England.


I don't have access to the internet, but I want to take part

If you are unable to complete the survey online, you can request a paper version of the survey via the contact details below.

Call the survey helpline on 0800 158 2952

Or email Verian at

Please provide your reference number, which is located on the top of the letter, and we will be able to send you the paper version of the survey.

Due to administrative processes and the speed of postal delivery, the paper version of the survey may take a few weeks to arrive. If you have not received it within 15 working days, please contact the helpline team again.


Who should I contact if I don't want to take part?

Taking part is voluntary, but we hope that you will as this will give us the best possible picture of different communities across England.

If you do not wish to take part, you don't need to do anything, although you may still receive up to three reminders from us, which you may also ignore.

If you do not wish to receive any further reminder mailings, you can either:

Call the survey helpline on 0800 158 2952

Or email Verian at

Please be ready to provide your reference number, address and postcode so we can opt you out of further communication. The reference number is located on the top of the letter.

Please note that before the opting-out process is complete, a further reminder may be sent to your address. We apologise if this is the case.

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How do I complete the survey?

What do you need to do?

You can complete the survey online by following the instructions in the letter you have received.

You simply need to go to this website, enter one of the reference numbers and associated password provided and complete the survey by the date shown on the front of the letter. Only people that live in your household are allowed to take part.


What will I be asked about?

The survey covers a range of topics about your life, including questions on:

  • Your demographic information
  • Your feelings towards your neighbourhood and local area
  • Any volunteering or charitable giving you are involved in
  • How you interact with your family, friends and local community
  • Your wellbeing

For some participants, the survey questions may raise uncomfortable or upsetting issues. In the event that you feel upset about any of the topics covered, please navigate to the ‘Support’ page on this website for links to organisations who will be able to help you.


Do I have to answer all the questions?

Answering the questions is voluntary. The survey includes some questions about you such as your age, ethnicity, employment history. We ask these sorts of question so we can ensure that everyone's views are captured. However, if you do not wish to answer these sorts of questions then you can select 'prefer not to answer' to move to the next question.

How long does the survey take to complete?

On average the online survey takes between 25 and 30 minutes to complete. The time taken to complete the paper survey can vary – please allow up to one hour to do this.


Can I help someone fill in the survey?

Yes, that's fine. If a friend or a relative needs your help in filling in the survey, you can offer help. But the answers should be about their experience only.


How can I claim my voucher?

Once you have completed the survey you will be directed to our voucher website, and if you provide an email address, you will receive an email with details of how to claim your voucher.

  1. Either in the survey or the email, click on the link to be taken to the Merit Incentive website.
  2. Your voucher code will appear on screen (if for any reason it is not there, please copy it from the survey or email).
  3. Click ‘OK’ to proceed and select a voucher from the range of different shopping vouchers available in the catalogue.
  4. If you wish to receive the voucher digitally via email, enter your email address and click on ‘Redeem now’.
  5. Once processed, as well as receiving it via email (if you chose to do so), your voucher will also be available in the ‘My wallet’ section.

Please note that whilst most vouchers are received within 48 hours of your selection, it can sometimes take retailers longer to process the vouchers and send them out to claimants. Please allow five working days for the voucher to arrive before contacting our helpline team. Please also ensure you have checked your junk/spam folder, as the vouchers occasionally end up there.

If you complete a paper version of the survey, we will post a voucher to you once we have received the completed survey. Allowing for the time it takes for your completed survey to be retuned to us by post and be processed, it can take up to 15 working days for your voucher to arrive. If you have still not received it after this time, please contact our helpline team.

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Confidentiality and data protection

Is this survey confidential?

Yes, the information that is collected will only be used for research and statistical purposes. Your contact details will be kept separate from your answers and will not be passed on to any organisation outside of Verian or supplier organisations who assist in running the survey.

Data from the survey will be shared with DCMS and MHCLG for the purpose of producing and publishing statistics. The data shared with DCMS and MHCLG won't contain your name or contact details, and no individual or household will be identifiable from the results.


Data Protection

Taking part is voluntary and any information you give us will be used only with your consent. Your answers will be processed in compliance with the Data Protection Act 2018 and General Data Protection Regulation.

For more information about how we keep your data safe, click here.

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Contact us

If you would like any further details about the survey or have any issues completing the survey you can email us at or call our dedicated helpline team on 0800 158 2952. Please have your reference number to hand.

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