TSMs are a set of questions designed to help us understand how we’re doing. There are 12 ‘tenant perception’ questions that we’ll ask you, and 10 measures that we report on. These include things like the number of health and safety checks we’ve completed, and how we’ve handled complaints and antisocial behaviour.
Together, these give a clear picture of our performance, the quality of our services, and how we manage our homes and neighbourhoods.
We share our results with you every month on our website, twice a year in Havebury News, and as a full annual overview online.
How we collect your views
Until now, we’ve worked with TLF to gather your feedback for our TSMs. From 1 April 2026, we’ll be working with a new provider, Acuity. Acuity Research & Practice are specialists in resident satisfaction surveys and benchmarking. They’ve supported the social housing sector for over 27 years and help organisations like us improve services and better understand resident views.
Each month, Acuity will contact a small number of residents and invite them to take part in a short survey. This may be through:
- Telephone interview: You may receive a call from one of Acuity’s interviewers. The survey takes around 10 minutes to complete.
- Online survey: Some residents may receive an email with a link to complete the survey online.
Acuity will only contact residents between 9:00am and 8:00pm Monday to Friday, and 10:00am to 6:00pm on Saturdays. They allow the phone to ring for at least 25 seconds to make sure there’s enough time to answer.
If you receive a call, it will come from 01284 662034. If you miss the call and ring back, you’ll hear a recorded message explaining the reason for contact.
Is the survey confidential?
Yes. The survey is completely confidential. If you prefer, your feedback can be shared with us anonymously, without your name attached.
Data protection and quality standards
Calls are recorded for training and quality purposes. Acuity is a member of the Market Research Society and is registered with the Information Commissioner’s Office. They follow all data protection laws and won’t share your personal information with other organisations. They’re also accredited to ISO20252:2019, the recognised quality standard for market research.
Why are these surveys important?
Your feedback really matters. It helps us understand what we’re doing well and where we need to do better.
TSMs were introduced by the Regulator of Social Housing in April 2023. They help both the regulator and residents see how housing providers are performing. We’re required to carry out these surveys each year and share the results.
Written by Lauren Eden