Between Monday 11 November and Saturday 28 December 2024, we will be conducting a survey of a sample of our residents. This is called the Tenant Satisfaction Measures Survey. It involves asking residents 27 questions about your experience with Hightown and your satisfaction with our services.
We are working with an independent company, Acuity Research & Practice, to carry out the surveys with residents on our behalf. Acuity Research & Practice provide resident 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 26 years.
A member of the Acuity team may contact you, either via email or phone call and will ask you a series of set questions. This will be an opportunity to share your feedback on the services we provide. The questions cover five themes - building safety, engagement, neighbourhood management, handling of complaints and repairs.
The questions on the survey have been set by the Regulator of Social Housing and every social housing provider in the country will ask these questions to their residents. We will use the results to address areas that you, our residents, want to see improved. All responses will also be passed to the Regulator so that service from housing providers across the country can be assessed and service levels monitored.
The survey will run for seven weeks and consists of two stages. The first stage of the survey will be via email and will run for three weeks, from 11 – 30 November. The email will be from Acuity. The email address is acuityresearch@euro.conformit,com.
The final stage of the survey will be telephone interviews from 2 – 28 December. The calls will come from the number 01442 963027. This is the number of Acuity and the caller will say they are from Acuity. The interview will take approximately 15 minutes.
Hearing your feedback is essential so that we can see what we're doing well, where we can improve services and focus on what matters most to you. So, if you get invited to take part, please give us a few minutes of your time. Of course, you have the right to say no if you don’t want to but if you complete the survey using your full details, you will be entered into our prize draw for a chance to win one of ten £50 voucher.
Please read our frequently asked questions for more information.
If you have any concerns, please email housing.services@hightownha.org.uk or call 01442 292300 and we’ll be happy to answer any questions.