Tenant satisfaction measures survey

Each year we will be carrying out a tenant satisfaction measures survey. The survey is a general satisfaction survey asking tenants what they think about their home and the housing services we provide, as well as collecting information for the Regulator of Social Housing (RSH).

What is the survey about?

The survey is like other surveys carried out in the past and is based on standard questions used by other landlords. The survey includes questions, where the answer will provide information we need to give to the RSH.

For our 2024 survey we have asked Acuity to carry out the survey of our tenants. 

Who is Acuity?

Acuity Research and Practice (Acuity) supply tenant satisfaction surveys and benchmarking services. They have been supplying services to the social housing sector for over 25 years. You can find out more about Acuity on their website.

Taking part

Tenants are being invited to take part in this survey if they have not taken part in a survey in the last 12 months.

The survey will be carried out between February and March 2024.

Leaseholders and shared owners are also being invited to take part as we want to know what they think about our services.

Ways to take part

Acuity will be using a variety of methods to survey tenants.

Postal questionnaires

A random sample of tenants and leaseholders will receive a survey pack. This will have a covering letter from the council, a questionnaire and a business reply paid envelope.

Details on how to complete the survey online will be included in the covering letter and the questionnaire will include a QR code link.

A reminder mailout will be sent about two weeks after the first one to anyone who has not responded.

If you lose the reply-paid envelope, simply return it to Acuity at:

Freepost RTEH-CBRG-GEKY, 
Survey Replies, 
The Old Goods Shed, 
Station Yard, 
Ashburton, 
TQ13 7EF. 

No stamp is needed.

Online

Acuity will send an email to all tenants and leaseholders where we have an email address. This will have a link inviting tenants to complete the survey online.

Telephone surveys

Acuity may call around 700 tenants, inviting them to complete the survey with a telephone interviewer. 

If you receive a call from Acuity, the number displayed will be 01293 222667. Returning a missed call from this number will give a recorded message informing you someone from Acuity tried to call about completing the survey.

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

Interviewers allow the telephone to ring for a minimum of 25 seconds, or until a voicemail system kicks in. This is to ensure customers with mobility issues have time to get to the phone.

Please fill it in

It is important that if you get a survey you fill it in. The more surveys we get completed, the more representative of our tenants the results will be.

Are the surveys confidential and anonymous?

The surveys are strictly confidential and the results can be given to Crawley Homes anonymously, if you want to remain anonymous.

Are the surveys in line with the Data Protection Act and quality standards?

Acuity is a member of the Market Research Society, is registered with the Information Commissioners Office, and follow the Data Protection Act. Acuity holds ISO20252:2019, the quality standard for market research companies.

Results

We expect the results to be available in April 2024, and we will give you more information here when they are available.

More information

If you have any queries about the survey, please email Crawley Homes at TSM@crawley.gov.uk.