Tenant Satisfaction Measures survey 2024/25
As part of our regulatory requirements, we have commissioned Acuity, a market research company that specialises in the social housing sector, to undertake this year’s annual Tenant Satisfaction Measures (TSM) survey with tenants. This will begin towards the end of September 2024.
The survey is a general satisfaction survey (perception survey) asking tenants what they think about their home and the services we provide. The questions are based on the new Tenant Satisfaction Measures (TSMs) introduced by the Regulator of Social Housing in April 2023, which we are required to collect and report annually.
Who is Acuity?
Acuity Research & Practice (Acuity) provides tenant satisfaction surveys and benchmarking services, helping housing providers to improve services and engage with their tenants through an understanding of satisfaction, performance and profiling data. It has been providing consultancy services to the social housing sector for over 26 years.
Who will be contacted?
Throughout the year, Acuity will randomly select a sample of 250 tenants each quarter to participate in the survey. Tenants may be asked to participate in one of two ways:
- online survey: some tenants may receive an email from Acuity with a link to the survey, allowing tenants to complete the survey online
- telephone interview: tenants may be contacted by one of Acuity’s interviewers to complete the survey by telephone; this should take approximately 10 minutes to complete
When will Acuity call tenants?
Acuity only makes calls between the hours of 9am and 8pm, Monday to Friday and 10am and 6pm on Saturday. Interviewers allow the telephone to ring for a minimum of 25 seconds, or until a voicemail system kicks in, to ensure tenants with mobility issues are given sufficient time to get to the phone.
What telephone number is displayed?
If a tenant receives a call from Acuity, the number displayed is 01582 323045. If the tenant sees a missed call from this number and calls back, they will hear a recorded message informing them that someone from Acuity tried to call them to complete a survey for their landlord.
Is the survey confidential and anonymous?
The survey is strictly confidential and if a tenant requests, the results can be given back to us anonymously without their name attached.
Is the survey in line with data protection and what about quality standards?
All the calls are recorded for training and quality purposes. Acuity is a company partner member of the Market Research Society and is registered with the Information Commissioner's Office. In line with the Data Protection Act, Acuity is not permitted to release any details to any other organisation. Under the Data Protection Act, Acuity is not permitted to release any information that would allow an individual to be identified without their prior active consent. Acuity also holds ISO20252:2019, the quality standard for market research companies.
Who should tenants contact if they have a query that is not addressed here?
If you have any queries about the survey, please contact us by email: housinginfo@centralbedfordshire.gov.uk or Acuity by phone at 01273 287114 or by email at acuity@arap.co.uk.