Your feedback helps us to make improvements

Published date:

Feedback is really important.  It helps us to understand what’s working well and where we can make changes to improve our services and policies for residents. 

The results from last year assisted us to make improvements to services for residents. 

The Tenant Satisfaction Measure (TSM) survey is a mandatory annual survey set by the Regulator of Social Housing. It gathers residents’ views on a range of questions and compares responses across all social landlords.  

Acuity is an independent research organisation appointed by JRHT to carry out this survey. This year, Acuity, will be contacting residents between November and mid-December.  

What’s happening

  • The survey includes 18 questions about how satisfied residents are with various JRHT services.
     
  • All surveys will be completed over the phone by Acuity’s trained staff.
     
  • The survey will close in mid-December.   
     
  • Acuity will contact people who live in:
     
    • Low-cost rental accommodation (people who rent from us)
    • Low-cost home ownership (people who own a share of their home)
       
  • Residents in full-time care or those who own their homes outright will not be contacted, but some Extra Care residents may receive a call.

Why we’re telling you

You may soon receive a call from Acuity, the independent organisation carrying out our Tenant Satisfaction Measure (TSM) survey. 

Please be reassured that:

  • Acuity is a trusted organisation that has carried out surveys for many Social Housing landlords.
     
  • Taking part is voluntary - residents can choose not to take part if they prefer, however your views are really valuable in helping us to improve our services.
     
  • Your data is protected - Acuity has residents’ contact details under a strict data-sharing agreement for this survey only, and all data will be deleted once the survey has been completed.
     
  • It’s safe and secure - Acuity will not ask for sensitive or personal information, and they will never ask for money or try to sell anything.


If you have any questions, please contact the Customer Access Team on 0800 587 0211 or email information@jrht.org.uk