The survey
Broadacres have commissioned Acuity, a market research company who specialise in the social housing sector, to carry out a general satisfaction survey (perception survey) asking customers what they think about their home and the services provided by Broadacres.
The questions are based on the new Tenant Satisfaction Measures (TSMs) introduced by the Regulator of Social Housing from April 2023.
To see the questions, please click here
Who are Acuity?
Acuity Research & Practice (Acuity) provide tenant satisfaction surveys to the social housing sector, with over 25 years experience.
Who could be contacted?
Acuity will contact a random selection of customers by email, SMS text and telephone with the aim of interviewing around 550 customers in September and October.
There are two ways customers can take part:
Completing an online survey – In the first instance Acuity will send an email and text message to customers with a link inviting them to complete the survey online.
Completing a telephone survey – From late September, Acuity will ring a sample of customers inviting them to complete the survey with one of their telephone interviews. The telephone survey should take approximately 8 minutes to complete.
When could they call?
Acuity only make calls between the hours of9:00am and 20:00pm Monday to Friday and between the hours of 10.00am and 18:00pm on Saturday. Interviewers allow the telephone to ring for a minimum of 25 seconds, or until a voice mail system kicks in, to ensure customers with mobility issues are given sufficient time to get to the phone.
What telephone number is displayed?
Acuity will use the following telephone number: 01609 328001.
Is the survey confidential and anonymous?
The survey is strictly confidential and if a customer requests, the results can be given back to Broadacres anonymously without their name attached.
Is the survey in line with data protection and what about quality standards?
All the calls are recorded by Acuity for training and quality purposes.
Acuity is a company partner member of the Market Research Society and is registered with the Information Commissionaires 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.
Who should I contact at Broadacres?
If you have any queries about any of the survey, please contact Rebecca Sedgwick (Rebecca.Sedgwick@broadacres.org.uk)
Want to know more about Acuity?
Acuity Research & Practice Limited: www.arap.co.uk