Tenant Satisfaction Measures
Tenant Satisfaction Measures (TSMs) have been introduced by the Regulator of Social Housing to assess how well housing providers like us are doing at providing good quality homes and services.
TSM Reports
How we measure customer satisfaction
We measure our performance against five themes, with an overall satisfaction rate, by carrying out surveys with customers and asking you how you feel about us as a landlord.
This gives us a chance to address any issues and improve our service to you. We know we don’t always get things right and when that happens we want to sort it out.
We share the results here every three months so you know how we are doing.
About our TSM surveys
An independent company called Acuity Research & Practice carries out our TSM survey.
You may receive a phone call from 01922 905315 inviting you to take part. If you’d prefer, you can ask for a link to complete the survey online instead.
The survey is confidential and your feedback helps us understand what we’re doing well and where we need to improve.
If you’re contacted, please take a few minutes to share your views.
Who are Acuity Research & Practice?
Acuity Research & Practice provide tenant satisfaction surveys and benchmarking services. They help housing providers improve services and understand satisfaction, performance and customer profile data. They have worked with the social housing sector for more than 28 years.
How can customers take part?
Acuity will call a sample of customers each month and invite them to complete the survey with a telephone interviewer. The call will come from 01922 905315. Customers can also ask for a link to complete the survey online.
Are the surveys confidential and anonymous?
Yes. The surveys are confidential and results will be shared with whg anonymously, unless you give Acuity permission to include your name with your answers.
When will Acuity call customers?
Acuity will only call between 9am and 8pm, Monday to Friday, and between 10am and 6pm on Saturdays. Interviewers will let the phone ring for at least 25 seconds, or until voicemail starts, to give customers enough time to answer.
What telephone number is displayed?
Calls from Acuity will show as 01922 905315. If you miss a call from this number and call back, you will hear a recorded message explaining that Acuity tried to contact you to complete a survey for your landlord.
Who should I contact if I have a query that is not addressed here?
You can contact whg at enquiries@whgrp.co.uk. You can also contact Heather Metivier at Acuity on 01273 287114 or email acuity@arap.co.uk.
Are the surveys in line with data protection and quality standards?
Yes. Acuity is a company partner member of the Market Research Society and is registered with the Information Commissioner’s Office. Acuity follows data protection law and cannot share information that could identify you without your consent. Acuity also holds ISO 20252:2019, the quality standard for market research companies.
