Ten minutes to help change the housing service

Completing the survey is your chance to tell us what we do well and where we need to improve.

It is the second Tenant Satisfaction Measures survey and follows on from the first one that we conducted last year. We are running the survey again at the same time of year so that we can compare the results and better understand how we are doing.

Around 1600 tenants will be selected at random to receive an email or phone call from a market research company called Acuity, who we have commissioned to carry out the survey on our behalf during January and February. If you are contacted, please do take a few minutes to answer the questions as your feedback is crucial.

You will be asked for your opinion on things such as how we look after your home and your neighbourhood, keep buildings safe, provide ways for you to make your voice heard, and how we handle complaints. The questions are based on the Government’s Tenant Satisfaction Measures, which all councils and housing associations must report on so that tenants can see how well their landlord is doing. In fact, you can read more about the results of the first survey in our 2024 Annual Report.

If you receive a call from Acuity the number displayed will be 0238 228 0022. The survey is strictly confidential and you can ask for your responses to be anonymous if don’t want your name attached. If you have any queries about the survey, please email or call Heather Metivier at Acuity on 01273 287114.

If you’re not one of the tenants included in this year’s TSM survey, don’t worry, there are lots of other ways for you to tell us what you think of the Housing Service. Get in touch with our Tenant Engagement team to discover the range of methods that you can use to get involved and make your voice heard.

Looking ahead, we plan to conduct Tenant Satisfaction surveys four times a year to find out what you think of the Housing service and help us plan where improvements are needed. Tenants will be invited to get involved in helping us set some of the questions and the results of each survey will be available online.

Check out future issues of Tenants Link for further updates in the coming year.