We have commissioned Acuity, a market research company that specialises in the social housing sector, to carry out a survey on our behalf collecting up-to date information about the people who live in our households.
What is the survey about?
The survey is a large-scale housing census covering tenant and demographic data which will be used to update current tenant and household information that we hold in our Housing Management system. The data provided will be used to improve how we communicates with our tenants and ensures fairness, as well as making sure services are accessible and equitable. All households will be invited to participate in the survey over 14 weeks from 8 December through to late March. The survey is expected to close on 21 March 2026.
Who are Acuity?
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.
How will I be asked to take part?
Online
From 8 December, Acuity will send an email to tenants with an email address, including a link inviting tenants to complete the survey online. Non-respondents will also receive reminder emails to complete the survey throughout the survey period. Tenants may also receive an SMS message with a link to the survey.
Letter
All non-responding tenants will be sent a letter and paper survey from 12 January, which will include a unique QR code allowing residents to complete the survey online. Postal returns due back by 6 February.
Telephone
From 9 February, Acuity will call tenants who have not yet completed a survey, inviting them to take part in the survey with a telephone interviewer. The telephone survey will take approximately 10-12 minutes to complete.
What number should I look out for?
If you receive a call or a text from Acuity the number displayed will be a UK telephone number, 01474 646306, which is a local area code. 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.
When will Acuity call me?
Acuity make calls between the hours of 9:00 and 20:00 Monday to Friday and between the hours of 10.00 and 18:00 on Saturday. Interviewers allow the telephone to ring for a minimum of 15 seconds, or until a voice mail system kicks in, to ensure tenants with mobility issues are given sufficient time to get to the phone.
How will my data be used?
All data that tenants provide will be used solely for the purpose of updating our housing management system, which will help us better tailor the services they provide to tenants. While we welcome tenant responses, we understand if tenants are not comfortable answering particular questions and therefore tenants can select ‘prefer not to say’ in these instances.
Is the survey in line with data protection and what about quality standards?
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.
Who should I contact if I have a query?
If you have any queries about any of the survey, you can contact us on 01474 337000 or Heather Metivier at Acuity by calling 01273 287114 or emailing acuity@arap.co.uk.
More about Acuity
Find out more about Acuity Research & Practice Limited on their website.
All research projects are carried out in conformity with ISO20252:2019 and the MRS Code of Conduct.