Tenant Satisfaction Measures survey 2024/25

We have commissioned Acuity, a market research company who specialise in the social housing sector, to undertake this year's annual Tenant Satisfaction Measures (TSM) survey with our tenants and residents.

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 Tenant Satisfaction Measures (TSMs) which were introduced by the Regulator of Social Housing in April 2023.

We are required to collect and report these annually.

About Acuity

Acuity Research & Practice (Acuity) provide 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.

They have been providing consultancy services to the social housing sector for over 26 years.

Who will be contacted

The survey will take place across two waves with fieldwork taking place in November 2024 and January 2025.

Acuity will randomly select a sample of 290 tenants in each month to participate in a telephone interview with one of their telephone interviewers.

The survey should take approximately 10 minutes to complete.

Should selected tenants prefer, Acuity interviewers can send a survey by email for tenants to complete.

Acuity can also arrange for the interview to be conducted in the tenants' preferred language.

When and how you may be contacted

Acuity only make calls between the hours of 9am and 8pm Monday to Friday and between the hours of 10am and 6pm on Saturday.

Interviewers allow the telephone to ring for a minimum of 25 seconds, or until a voice mail system kicks in, to ensure tenants with mobility issues are given sufficient time to get to the phone.

If a resident receives a call from Acuity the number displayed is 02382 280067, which is a New Forest area code.

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.

Data protection and security information

The survey is strictly confidential and if a tenant requests, the results can be given back to us anonymously without your name attached.

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 Commissioners Office, and in line with the Data Protection Act 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 to do so.

Acuity also holds ISO20252:2019, which is the quality standard for market research companies. Acuity is also accredited with ISO9001 and ISO27001.

Contact information

If you have any queries about any of the survey, please contact the Tenant Engagement Team, tenantengagement@nfdc.gov.uk or Acuity, 01273 287114 or acuity@arap.co.uk.