Tenant Satisfaction Measures telephone survey

A key part of The Regulator of Social Housing's Tenant Satisfaction Measures is to speak to our tenants to find out what you think about your home and the services we provide.

So that's why we survey tenants to understand how satisfied you are with our services, based on these measures.

This survey replaces the STAR Customer Satisfaction survey that we ran for a number of years that you might have been asked to take part in, in the past. What you tell us will help us to understand where we’re doing well and areas where we can improve.

The 2023/24 surveys were completed in March, with more than 2,200 tenants interviewed in total across four quarters of the year.

The 2024/25 surveys started in May and will run through until March 2025.

We have commissioned a market research company, Acuity to carry these out for us on our behalf and important information about the telephone surveys, is included in the drop-downs below.

Reports

We publish in our tenant newsletter and online half-yearly and annual reports of our TSM results. You can read these on the Corporate Documents page of the website.

The survey and your responses are strictly confidential and only for the purpose of giving your feedback about our services to us. You can ask for your responses to be kept anonymous if you wish.

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 or to release any information that would allow an individual to be identified without your prior active consent to do so.

All the telephone survey calls made by Acuity are recorded for training and quality purposes.

Nottingham City Council Housing Services
Registered Office: Loxley House, Station Street, Nottingham, NG2 3NG.
Registered in England and Wales.

Tenant Satisfaction Measures telephone survey

Who are Acuity?

Who will be contacted and when?

When will they call?

How long does the telephone survey last?

What's the telephone number to look out for?

Is the survey confidential, anonymous and what will they do with the information I provide?

When else throughout the year will you survey tenants?