Each year, we invite a sample of Hightown customers to share their views through our Tenant Satisfaction Measures (TSM) survey. This year, the survey opens on 27 July 2026.
A big thank you to the 678 tenants and 325 shared owners who took the time to respond to last year’s survey. Your feedback has been incredibly valuable in helping us understand what we are doing well and where we can improve. The survey revealed satisfaction across all TSM perception measures increased in 2025/26 with 75.1% of tenants and 47.2% of shared owners responding that they were satisfied with Hightown’s overall service, an increase from 68.3% and 41.0% respectively from the previous year. You can see our full TSM results here.
We have worked with our Customer Experience Panel to create an improvement action plan, which the panel will monitor regularly – find out about the positive changes we have already made and the plans we have in place here.
What are Tenant Satisfaction Measures?
The Tenant Satisfaction Measures (TSMs) have been introduced by the Regulator of Social Housing in England to measure how well social landlords, like Hightown, are performing on the key areas that matter most to customers.
These measures have been designed to drive up standards and improve the quality of social housing by ensuring housing providers are accountable for the services they deliver.
Between Monday 27 July and Saturday 3 October 2026, you may receive a door knock from our Housing team or a call or email from Acuity, the research company we’re working with to carry out the survey. Please take the time to respond – your opinion counts!
What to expect:
The questions have been set by the Regulator of Social Housing and are being asked by all social housing landlords across the country. Your feedback will help us understand what we’re doing well and where we can improve. The results will also be shared with the Regulator to help monitor service standards nationally.
Survey timeline
Shared owners:
- Stage 1: Face-to-Face survey
From 27 July – 7 August, you may receive a door knock from a member of our Housing team - Stage 2: Email
From 10 – 22 August, you may receive an email from Acuity (email address: acuity@arap.co.uk). - Stage 3: Telephone interviews
From 24 August - 5 September, Acuity may call you from 01442 963027. The caller will say they are from Acuity. The call will take around 15 minutes.
Tenants:
- Stage 1: Face-to-Face survey
From 17 - 28 August, you may receive a door knock from a member of our Housing team - Stage 2: Email
From 31 August – 19 September, you may receive an email from Acuity (email address: acuity@arap.co.uk). - Stage 2: Telephone interviews
From 21 September – 3 October, Acuity may call you from 01442 963027. The caller will say they are from Acuity. The call will take around 15 minutes.
Why take part?
Your voice matters. By taking part, you’ll help shape the services we provide and ensure they meet your needs. You can find out more about how we’re acting on your feedback here.
While participation is voluntary, if you complete the survey using your full details, you’ll be entered into a prize draw to win one of ten £50 vouchers.
For more details, please see our Frequently Asked Questions.
If you have any concerns or questions, feel free to contact us at housing.services@hightownha.org.uk or call 01442 292300.
