• background

FAQs

Community management

The Living Room panel is managed by QuMind, a research agency based in the UK. You can find out more about QuMind at www.qumind.co.uk.

Community aims

This community aims for Rightmove to use your comments and feedback to improve its services and products. The Living Room panel is committed to providing the best service possible, and by helping Rightmove better understand what its users want, you can directly impact what products and services are launched.

Queries about your Living Room account

Unfortunately, we are unable to answer queries concerning your Rightmove account. If you have a question about your Living Room account, please contact QuMind Customer Services at communityhelpdesk@qumind.raiseaticket.com

Community Membership

Can anyone register for this community?

UK residents aged 18 or over are welcome to join Living Room and will be invited to do so by Rightmove. Certain restrictions, such as not being employed in certain industries apply, and entry is at the discretion of Rightmove

What happens if I leave Living Room?

Should you decide to leave, we will withdraw your membership from the community, and you won't receive future communications from us. We'll still be able to use the insights you have provided us so far, but you won't be able to take part in future surveys or polls.

What’s in it for me?

Being a member of Living Room gives you the chance to earn various rewards and incentives. You will be emailed invitations to participate in research activities, such as online surveys and discussion rooms. Participation in these will enter you into monthly prize draws. We regularly send invitations to take part via email, so please be sure to check your inbox regularly.

How do I unsubscribe?

Although we enjoy having you on Living Room, you may wish to unsubscribe. To do this, you can send an email to communityhelpdesk@qumind.raiseaticket.com and request to be unsubscribed. Please note that this may take up to two working days to process. You can also simply click on the unsubscribe link on any of the emails that we have sent you.

Community Activity

Posting rules

What rules do I need to follow when posting in the community?

Living Room users are reminded to please be considerate and respect others when participating in the community. Cultures, opinions, and backgrounds are to be respected and Living Room users should not swear or be abusive in any way. If you do notice any abusive content, please let us know immediately by emailing communityhelpdesk@qumind.raiseaticket.com

Additionally, we operate a strict "no-spam" policy. We will not tolerate repeated messages or unsolicited advertising. We are only able to use feedback that is written in English.. Do not pretend to be someone else and do not choose a username that could be considered offensive. By joining this community, you agree not to submit any item that is defamatory or discloses any information that you have no legal right to disclose.

Surveys

How long will each survey take to do?

Surveys will normally take between 5-15 minutes to complete.

How long will I have to complete a survey?

This will vary from survey to survey, but typically you will have around 7 days to complete a survey. The closing date of each survey you are sent will be clearly specified within the email.

What will I be asked about?

You will be asked about different things regarding your life in general and a range of topics related to Rightmove, including its services, products, , communication methods, and your general feelings towards the brand..

Discussions

What is a discussion?

A discussion is a place where you can talk to other Living Room users. It contains all the topics posted, and by answering these and interacting with other Living Room users you will be providing valuable feedback. They are sometimes also called Forums.

Once you have logged in, you can find the forums in the “Discussions” section of the home page, which is in the main menu bar at the top right.

There are several different parts of a discussion:

Discussion topics

A discussion topic is a topic found in the forum about a specific issue or subject of interest to Rightmove.

Discuss posts

Discussion posts are replies to discussion topics. To create one of these, simply click the title of the thread or the icon next to it, and then type your response in the ‘Post Reply’ box. Click reply, and your discussion post will become visible. You can post images or videos in your discussion posts by clicking the “Media” buttons, and selecting the option you wish to upload.

How long will it take to take part in a discussion?

This is entirely up to you and how much you want to share with other Living Room users. 

Why have my old discussion and blog comments disappeared?

From time to time, we will be archiving threads and blogs in order to keep the site as easy to use and navigate as possible. It also allows us to focus the discussions on current topics. Archived discussions may be held by QuMind for future research purposes. You can always start a new thread or blog if you wish to continue discussing a topic.

Focus groups

What do I do when I receive an email inviting me to an online focus group?

Go to the community homepage and make sure you are available for the specified date and time. If so, click the link that takes you to the screener questions. Complete the survey, selecting the relevant answers. Based on your answers, you will be selected for the focus groups; if you are selected, you will receive an e-mail with the date and time of the focus group.

How do I attend an online focus group?

Once selected for a focus group and you have received your confirmation email, please log in to the research platform a few minutes before it is due to start. At this time, an ‘Enter Focus Group’ link will appear on your homepage. If it does not, you may need to press F5 to refresh the page.

Upon entering the online focus group, you will be muted. This means you will not be able to see anything you type in the focus group window. This is normal and is intended so that everyone taking part has time to arrive and join the group. It also gives the forum moderator a chance to introduce the group.

Can I still join an online focus group if I turn up late?

You will be able to join focus groups if you arrive late. However, please note that if you have not taken part in a sufficient proportion of the group, QuMind reserves the right to withhold any incentives offered as part of the focus group.

Technical questions

Login issues

Why am I unable to log in to the website, even after carefully copying my email address and password into the login space?

Once you have completed your first questionnaire, which was sent to you via email, we will process your answers, and then you will be able to log in. We will send you an email when the processing is complete.

I completed the first questionnaire you emailed me but still cannot log in.

Firstly, if you have not already done so, check you are using the correct email address. If you have started using a new email address but still need to update your details, the system will not recognise your new email address. Secondly, use the password reminder on the login page.

If you are copying and pasting your password, check that you are not copying any blank spaces before or after your password because the system treats these as extra characters. If you are typing your password, make sure that caps lock is not on—the password is case-sensitive.

Please make sure that you have "cookies" enabled in your browser software. Cookies are used in our login process and to track questionnaire completion.

Passwords

How can I make my password as secure as possible?

Clicking on the 'My Details' link in the top-right menu of your screen will take you to your personal page. Once you are here, you can then type your new password into the 'Password' and 'Confirm Password' fields. After this, click 'Save my Details', and you will be able to log in using your new password.

To choose a secure password, we recommend the following:

  • Do not use words, phrases, or sequences that are easy to guess
  • Do not use the name of this site as your password
  • Do not use personal information, i.e. family name, birthdays, phone numbers, etc.
  • Make sure your password is at least 8 characters long
  • Consider using numbers, punctuation marks, and a mixture of capital and non-capital letters – the password system is case-sensitive
  • Consider using a passphrase – a series of words that will not be easy to guess when put together

To keep your password secure, we recommend the following:

  • Change your password every 3 months
  • Do not reveal your password over the phone
  • Do not send your password in an email
  • Do not talk about your password in front of anyone or share it with family members
  • Do not hint at the format of your password
  • Do not use the “remember password” feature of your web browser
  • Do not write passwords down
  • Do not store passwords on any computer system unless the file is encrypted

How can I change my password?

Clicking on the 'My Details' link in the top right corner of your screen will take you to your personal page. Once here, you can type your new password in the ''Password' field. Enter it again in the 'Confirm Password' field. Click on 'Save My Details' and you will be able to log in using your new password.

What do I do if I forget my password?

If you have forgotten your password, simply enter the “Sign in” area as normal (please make sure you use the e-mail address you registered with). Under the “Password” text box, you will find an option that says “Forgot password?”. Select this option, and you will be prompted to enter your email address again in a new text box. Do this and click “Next”. You will be informed that “an email will be sent to you shortly”.

The reminder email should arrive in your inbox within a few minutes (depending on your internet connection). If it does not, try clicking "send and receive" on your email program. If this doesn't work, please contact the helpdesk.

Cookies

What are cookies?

Cookies are small pieces of information that identify browsers during website use. We are required by EU legislation to let you know about the cookies we use in Living Room. They may be used to store items such as identifiers and user preferences, which is exactly why we use them here on Living Room. Most websites use cookies as common practice.

Can I disable cookies?

Cookies are an essential part of the Living Room. As such, we cannot offer a complete opt-out from using cookies. The preference settings on your browser will allow you to block all cookies placed on your device.However, as many sites rely on cookies to fully function, this could cause problems when using other websites.

Privacy & Security

Your privacy is important to us, and you can be assured that we will take all reasonable steps to protect it.

What personal information is held about me?

QuMind will be provided by Living Room, with details of your Living Room account. This will help with analysis and research so that improvements to your customer experience can be made. Details that will be held include:

  • Personal demographic information
  • The region in which you live

Please note that no bank account details will ever be exchanged with QuMind. Any personal details will be securely encrypted during transfer to and from QuMind. Living Room remains responsible for all details held by QuMind. Living Room and QuMind have entered into a contractual agreement to ensure that your details are held securely and in accordance with the Data Protection Act 2018.

Will my personal information ever be disclosed?

Your personal information is kept securely by QuMind who manages Living Room. We will never disclose your personal information (your name, email address, telephone number, etc) to any other company.

Will I get spam emails or cold calls while participating in this community?

The only emails you will receive from Living Room will directly relate to the community itself, i.e. notification emails, emails regarding your account, or those inviting you to participate in community activities. All phone calls you receive from us will be regarding your views on Living Room or community administration. We will always state that we are calling from QuMind.

Your email and phone number will never be passed on to other companies or third parties.

How do I change my email address?

If you wish to change your email address, please e-mail the Living Room team by email communityhelpdesk@qumind.raiseaticket.com.

What is your password policy?

All passwords for Living Room users are for their own personal use, and must not be shared with any third parties. Living Room at QuMind will never ask for your password. Misuse of your or any other user’s passwords will be considered a breach of this policy and will result in removal from Living Room.

Other

Why can’t I see parts of the community? / Why won’t links work?

There are a number of reasons why you may not be able to view some of our questionnaires. Some suggestions on how to rectify any problems are listed below:

  • Ensure cookies are enabled

Make sure that you have cookies enabled in your internet software, as we use cookies to track the status of our questionnaires.

If you would like to keep a high-security setting but still be able to participate in Living Room questionnaires, you will need to add the community site to your "Safe" or "Trusted" sites. Please consult your browser documentation for assistance on this.

  • Use of advertising software

If you have advertising software attached or inserted into your emails, you may experience problems with the surveys. Some of these programs delete certain characters from our emails, and thus disable the links we send to you. Unfortunately, there is nothing we can do to control this, but we do advise you to inform your advertising software provider of the problem.

I have a technical question not answered here - what do I do?

Firstly, please note down as much information as possible about the problem(s) you are experiencing, including any error messages you have seen.

Secondly, find out what software you are using. You can easily do this by visiting http://supportdetails.com and noting the details in the "Operating System" and "Web Browser" boxes. If you contact us with a technical question (that isn't answered here), we would greatly appreciate it if you could quote us the information that you have collected.

Finally, email us this information at: communityhelpdesk@qumind.raiseaticket.com - and we will reply as soon as we are able to. Before contacting us please check you have followed the steps above and only then contact us with as much detail as possible and explain the problem fully.