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Tenant Satisfaction Measures Survey 2024

Willow Tree Housing Partnership wants to hear from you; we want to know what you think about our services. Any information you provide will be hugely valuable and will help us improve the services we provide. Along with every other social landlord in the UK, we are conducting a survey into tenant satisfaction.  We have commissioned Acuity, a market research company, who specialise in the social housing sector, to carry out annual surveys with our tenants.  The survey is a general satisfaction survey (perception survey) asking tenants what they think about their home and the housing services provided by the Partnership. The questions are based on the Tenant Satisfaction Measures (TSMs) introduced by the Regulator of Social Housing from April last year.  

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.  Acuity will be contacting a sample of our tenants in June  by email or SMS text message inviting them to take part in the survey by clicking a link to take them to an online survey. A few weeks later Acuity will telephone 280 tenants who have not yet completed the survey to carry out the survey with their telephone interviewers . The telephone survey should take approximately 6 to 8 minutes to complete.  

If you receive a call Acuity the number displayed will be 01934 285311, which is a Weston- Super-Mare Area code.  Acuity only make calls between the hours of 9am and 8pm Monday to Friday and between the hours of 10am and 6pm on Saturday.

The survey is strictly confidential and if a tenant requests, the results can be given back to Willow Tree Housing Partnership anonymously without their 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 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. 

If you have any queries about any of the survey, please contact at Willow Tree Housing Partnership or call 01934 750780 or for Acuity Research & Practice Limited contact or call 01273 287114.