Your chance to tell us what you think

Your feedback will help us see what we do well and where we need to improve.

You may receive an email or phone call from a company called Acuity who we have commissioned to carry out the survey on our behalf during January and February 2024. Acuity is an independent market research company which has been working in the social housing sector for over 25 years. If you are contacted please do take a few minutes to answer the quick 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.

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.

The questions in the survey are based on the Government’s new Tenant Satisfaction Measures (TSM). These are a list of 22 standards that all councils and housing associations must report on publicly so that tenants can see how well their landlord is doing.

Of the 22 different measures, 12 will be captured by your responses to the upcoming survey, and 10 will be statistics on our performance on issues including numbers of repairs and safety checks completed on time, complaints and antisocial behaviour cases. We’ll be publishing our TSM results later in 2024 so look out for details in future issues of Tenants’ Link.

If you have any queries about the survey, please contact your Local Housing Office, or email or call Heather Metivier at Acuity on 01273 287114.

If you’re not one of the 1500 tenants and leaseholders who will be asked to complete the survey, there are lots of other ways for you to tell us what you think of the Housing Service – and to work with us to help make improvements. Get in touch with our Tenant Engagement Team to discover the range of ways that you can get involved and have your say.