The surveys are strictly confidential, and the results will be given back to whg anonymously unless you give Acuity permission to have your name attached to your answers.

Acuity will call a sample of customers each month, inviting them to complete the survey with a telephone interviewer. If tenants receive a call from Acuity, the number displayed will be from 01922 905315. If preferred, a link can be sent to complete the survey online instead.

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 a tenant receives a call from Acuity the number displayed will be one which is from a local area code, 01922 905315. 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.

Acuity only make calls between the hours of 9:00am 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 voicemail system kicks in, to ensure customers with mobility issues are given sufficient time to get to the phone.

Acuity Research & Practice (Acuity) provide tenant 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 28 years.

If you have any queries about the survey, please contact us at enquiries@whgrp.co.uk or Heather Metivier at Acuity on 01273 287114 or acuity@arap.co.uk.