Tenant Satisfaction Survey

EPIC Housing have commissioned Acuity, a market research company who specialise in the social housing sector, to carry out a Tenant Satisfaction Survey with their tenants.

What is the survey about?

The survey is a general satisfaction survey (perception survey) asking tenants what they think about their home and the Housing Services provided by EPIC Housing. The survey is similar to other surveys carried out in the past and is based on standardised questions used by other landlords. It incorporates the themes from the Social Housing White Paper and the Tenant Satisfaction Measures (TSMs) which were introduced by the Regulator of Social Housing in April this year. The survey is a census, and all tenants will be invited to take part during June and July 2024.

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 25 years.

There are a few ways you can take part:

  1. Completing the survey online – in the first instance Acuity will send an email and text message to all tenants we have an email address or mobile telephone number with a link inviting them to complete the survey online.
  2. Postal questionnaires – tenants will receive an envelope containing a covering letter printed on Acuity’s letterhead paper, a questionnaire and a business reply paid envelope. Tenants will receive the survey packs, individually addressed in early July. Details on how to complete the survey online will also be included in the covering letter and a QR code will be printed on the front of the questionnaires.

When does the survey need to be completed by?

The survey closes on 13 August.

Are the surveys confidential and anonymous?

The surveys are strictly confidential and if a tenant requests, the results can be given back to EPIC Housing anonymously without their name attached, if the tenant wishes to remain anonymous. Are the surveys in line with data protection and what about quality standards? 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.

What address should I use if a resident has misplaced the reply paid envelope?

If a resident is unable to locate the reply paid envelope, simply return it to the following FREEPOST address: Freepost RTEH CBRG GEKY , Survey Replies, The Old Goods Shed, Station Yard, Ashburton, TQ13 7EF. You do not need a stamp.

What happens to the questionnaires after the survey?

All the questionnaires that are returned to us are stored in a secure office for 3 months, after this period they are securely destroyed. A scanned copy of the completed questionnaires is stored for 12 months.

Who should I contact at EPIC Housing or Acuity if I have a query that is not addressed here?

If you have any queries about the survey, please email acuity@arap.co.uk or call 01273 287114.

Want to know more about Acuity?

Acuity Research & Practice Limited, www.arap.co.uk

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