Resident Satisfaction Survey

All residents who take part in this survey will be entered into a raffle. Five residents will be chosen at random to receive a £50 shopping voucher.

What survey? Mount Green have commissioned Acuity, a market research company who specialise in the social housing sector, to carry out a short one-off survey of their residents.  The survey is a general satisfaction survey (perception survey) asking residents what they think about their home and the services provided by Mount Green. The questions are based on the new Tenant Satisfaction Measures being introduced by the Regulator of Social Housing from April next year.

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 24 years.

Who will be contacted? Acuity will contact our residents by telephone with the aim of interviewing approximately 300 residents in October. The survey should take approximately 5 minutes to complete. Anyone who is not contacted can still take part as Acuity will also send an email or text link (where contact details are available) in early November.

What number to look out for? If you received a call Acuity the number displayed will be 01273 093939, which is a Brighton Area code.

When will they call our tenants? Acuity only make calls between the hours of 9:30am and 20:00 Monday to Friday and between the hours of 10.00am and 18:00pm on Saturday. Interviewers allow the telephone to ring for a minimum of 25 seconds, or until a voice mail system kicks in, to ensure customers with mobility issues are given sufficient time to get to the phone.

What telephone number is displayed? If a tenant receives a call from Acuity the number displayed is 01273 093939, which is a Brighton Area code. If the tenant sees a missed call from this number and calls back, they will hear a recorded message informing them that someone from Acuity tried to call them to complete a survey for their landlord.

Is the survey confidential and anonymous? The survey is strictly confidential and if a tenant requests, the results can be given back to Mount Green anonymously without their name attached.

Is the survey in line with data protection and what about quality standards? All the calls are recorded for training and quality purposes. 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.

Who should I contact at Mount Green or Acuity if I have a query that is not addressed here? If you have any queries about any of the survey, please contact The Customer Experience team at Mount Green (customerservices@mountgreen.org.uk) or Heather Metivier at Acuity (+44 (0) 1865 594332 or acuity@arap.co.uk).

Want to know more about Acuity? Acuity Research & Practice Limited, www.arap.co.uk UK Tel: +44 (0) 01273 287114. All research projects are carried out in conformity with ISO20252:2019 and the MRS Code of Conduct. Registered in England No. 3503391    Registered office: PO Box 395, Umberleigh, Devon, EX32 2HL