The Regulator of Social Housing has created a new system to see how well social housing landlords in England are doing at providing good quality homes and services. This includes a set of tenant satisfaction measures (TSMs) that social housing landlords, including housing associations like us, must report on.
There are 26 measures:
The perception survey is a set of questions we ask a sample of our customers to understand how satisfied or dissatisfied you are with services we provide. We collect this feedback continually throughout the year aiming to contact approximately 200 customers a month so that we have a representative sample of responses.
Each of the TSM’s fit into one of these five key themes:
You can see all 26 TSM scores in the table below. We have highlighted the 12 customer satisfaction measures with a little icon/graphic to make it easier to identify the specific customer measures.
We will publish this performance every quarter, so you can see how we are progressing throughout the year.
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Previous performance from 2024/24:
Previous performance from 2023/24:
The results below show our full end of year performance for April 2023 to March 2024.
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Plus Dane has commissioned Acuity to carry out the survey (from 2025/26) with our customers. It is a perception survey, which is a set of questions Acuity will ask to a sample of our customers to understand how satisfied or dissatisfied you are with the services we provide. It is based on standardised questions used by other landlords.
Who are Acuity?
Acuity Research & Practice (Acuity) provide tenant satisfaction surveys and benchmarking services, helping housing providers to improve services and engage with their customers through an understanding of satisfaction, performance and profiling data. They have been providing consultancy services to the social housing sector for over 26 years.
There are a couple of ways you can take part:
• Completing the survey online – Each month Acuity will send an email to a random selection of customers with a link inviting you to complete the survey online
• Telephone surveys – Acuity may call you inviting you to complete the survey with a telephone interviewer. If you receive a call from Acuity, the number displayed will be: 0151 947 0698
Are the surveys confidential and anonymous?
The surveys are strictly confidential and if you wish to remain anonymous, the results can be given back to Plus Dane without your name attached.
When will Acuity call customers?
Acuity only make calls between the hours of 9am and 8pm Monday to Friday and between the hours of 10am and 6pm on Saturday. Interviewers will ring for a minimum of 25 seconds, or until a voicemail system kicks in, to make sure customers with mobility issues are given sufficient time to get to the phone.
What telephone number is displayed?
If you receive a call from Acuity the number displayed will be: 0151 947 0698. If you see a missed call from this number and decide to call back, you will hear a recorded message saying that someone from Acuity tried to call you to complete a survey for Plus Dane.
Who should I contact at Plus Dane or Acuity if I have a query that is not addressed here?
If you have any queries about the survey, please e-mail Jenny Thompson: Performance@plusdane.co.uk or Heather Metivier at Acuity on 01273 287114 or e-mail: acuity@arap.co.uk
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.
Want to know more about Acuity?
Acuity Research & Practice Limited
T: 01273 287114
All research projects are carried out in conformity with ISO20252:2019, ISO9001, ISO27001 and the MRS Code of Conduct.
What happens after I give my feedback?
Once we have received your feedback, we will then publish our full TSM results on this web page every quarter.
We value your feedback and use this to improve your home and provide better services. Some of the improvements we have made following your feedback can be found under this section You Said We Did, linked here.
For more information on TSM's, visit the Regulator of Social Housing website: Tenant Satisfaction Measures - GOV.UK
