How satisfied are you with our service?

We are working with Acuity who will be contacting some of our customers and asking a few survey questions over the next 12 months.

We’ve asked Acuity to contact you on our behalf, rather than contacting you ourselves, so that you feel you can talk freely and honestly about our services. We want your honest opinions - we’re committed to improving our services.

Why are you doing this survey?

It's important to us to get a better understanding of customer satisfaction.

We need your feedback to understand what we do well and what we need to get better at.

The survey is similar to other surveys we have carried out in the past and is based on Tenant Satisfaction Measures introduced in April 2023 by the Regulator of Social Housing.


Completing a survey isn’t everyone’s idea of fun, but it’s the best way for us to get quality feedback from customers.

Thanks to everyone who shared their honest opinions.

- David Squires, Head of Customer Experience

Who will be contacted?

Any of our customers could be contacted – it’s a random process. Acuity will be using your preferred contact method which you've recently told us by completing the customer data form.

You could be sent an email with a link to an online survey, receive a postal questionnaire or be telephoned.

Acuity only make calls between the hours of 9:30am and 20:00 Monday to Friday and between the hours of 10.00am and 16:00pm on Saturday.

No calls are made on Sundays.

Don't worry if you get a call and you don't want to take part. Our interviewers will understand and they will also take you off their list so they don't call you again.

How long will the survey take?

The survey should only take between 10-15 minutes.

If you get a call and you can't do the survey at that time but would like to give your views, the team can arrange an appointment to ring you back at a more convenient time.

Please note - if you return a missed call from Acuity, you will be charged your standard network rate.

Who are Acuity?

Acuity Research & Practice (Acuity) provide resident satisfaction surveys and benchmarking services, helping housing providers to improve services and engage with their residents through an understanding of satisfaction, performance and profiling data. They have been providing consultancy services to the social housing sector for over 23 years.

You can read our privacy statement here.

If you're unsure about who is calling, you can always contact us and we will check it out for you.

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