What survey?
Barnet Homes has commissioned Acuity, a market research company who specialise in the social housing sector, to carry out telephone surveys with our tenants. The survey is a general satisfaction survey (perception survey) asking tenants what they think about their home and the services provided by Barnet Homes. The questions are based on the new Tenants Satisfaction Measures introduced by the Regulator of Social Housing in April 2023.
Who are Acuity?
Acuity Research and Practice (Acuity) provide resident satisfaction surveys and benchmarking services, helping housing providers to improve services and engage with their residents through an understanding of satisfaction, performance and profiling data. They have been providing consultancy services to the social housing sector for over 25 years.
Who will be contacted?
Acuity will contact Barnet Homes tenants by telephone with the aim of interviewing approximately 1000 tenants over a sixmonth period between June and November 2024. The survey should take approximately eight minutes to complete.
What number to look out for?
If you receive a call from Acuity, the number displayed will be 0203 807 7406. Acuity will only make calls between the hours of 9:00am and 20:00pm Monday to Friday and between the hours of 10.00am and 18:00pm on Saturdays. Interviewers will 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 about surveys for leaseholders?
Barnet Homes is also carrying out telephone surveys with leaseholders. The questions asked are similar to those used for tenants with some additional questions including one about service charges. Leaseholder surveys will be carried out in 2024 internally by our Customer Care Officer – not Acuity.