TSM Survey - Tenant Satisfaction Measures

The TSM Survey is our satisfaction survey. The questions are based on the new Tenant Satisfaction Measures (TSMs) that have been introduced by the Regulator of Social Housing. We’ve employed a specialist company called Acuity to carry out the surveys for us.

If you’re randomly selected to take part, it gives you the chance to tell us what you think about your home and the services we provide. It should only take around ten minutes of your time. The survey is carried out by telephone and if you are called, from January 2024, the number you will see is 01702 964005.

Previously this was a Brighton number, 01273 093939. The number has been updated to make it more recognisable. 

The aim is to survey 250 residents every quarter, or 1,000 across the year, to reach the number of responses required by the regulator.

For 2023-24, we are running four quarterly surveys (one every three months). The survey for the first quarter was completed in May – a big thank you to anyone who took part! If you have already completed a survey, you will not be contacted again this year.

For anyone else, the second quarterly survey is due to be carried out in August, with the third then following in November, before the final survey in February 2024.

To make it as fair as possible, Acuity will be contacting residents at random. They make calls between 9.30am and 8pm, Monday to Friday and between 10am and 4pm on Saturdays.

When a call is made, it is allowed to ring for a minimum of 25 seconds, or until a voice mail system kicks in. This is to make sure everyone has enough time to get to the phone. If you answer but are unable to complete the survey there and then, Acuity will offer to send you an email with a link to an online version.

The survey gives you a real chance to express your views about how we work and the services you have experienced. We will take the information you provide and use it to identify where we need to make improvements, meaning you’ll have the opportunity to shape our future plans.

Calls will be made from 01702 964005 and there shouldn’t be any made from any other number.

If you miss the call, don't worry, there is no need to call back, they will try again. If you do call the number back, you will hear a recorded message telling you that someone from Acuity tried to call to carry out a survey.

The surveys are strictly confidential, and your responses will be given back to us anonymously, without your name or other identifying information, unless you give your permission at the end of the survey.

If you do choose to allow us to see your individual responses, this will mean we have better information to help us improve our services. You will also be asked if it is okay for us to contact you about any of the issues you have raised. 

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.

Acuity Research & Practice Limited

Website: www.arap.co.uk 

UK Telephone: 01273 287114

All research projects are carried out in conformity with ISO20252:2019 and the MRS Code of Conduct.

Registered in England: No. 3503391

Registered office: PO Box 395, Umberleigh, Devon, EX32 2HL

If you have any queries about any of the surveys, please contact Heather Metivier at Acuity (01273 287114 or acuity@arap.co.uk) or Estuary Housing Association (0300 304 5000 or info@estuary.co.uk)