From Friday 6 February, customers will be invited to take part in our Tenant Satisfaction Measures (TSM) perception survey.
The survey is part of the Government’s Tenant Satisfaction Measures standard which came into effect in April 2023. It aims to give social housing customers the opportunity to share their views and provide greater insight into their landlord's performance.
Elim Housing have commissioned Acuity to carry out this year’s survey. The survey is a general satisfaction survey (perception survey) asking customers what they think about their home and the Housing Services provided by Elim. It incorporates the themes from the Tenant Satisfaction Measures (TSMs) which were introduced by the Regulator of Social Housing in April 2023. The surveys will take place between 6 February and mid-March 2026.
We are offering a prize draw for customers who complete our survey. Three prizes of £50 shopping vouchers are available.
Below are some FAQs about the survey and what’s involved.
Which customers will receive the Tenant Satisfaction Measures Survey (TSMs)?
All customers will be invited to take part in the TSM survey. Here’s how it will work:
Telephone surveys – Acuity may call customers who have not yet completed a TSM survey within 365 days, inviting them to complete the survey with a telephone interviewer. If customers receive a call from Acuity, the number displayed will be from 01454 571018, a local area code.
Completing the survey online – You may receive and email or a text message from Acuity, containing a link inviting customers to complete the survey online.
Why are we asking customers to complete the survey?
As a social housing landlord, we are required to report and submit our data to the Regulator of Social Housing against the 22 TSM’s set out by the Government.
Ten of these measures are collated and reported on by landlords directly from management information, and cover areas such as building safety measures and the volume of complaints.
The other 12 measures are required to be tested using this customer perception survey.
What will customers be asked?
Customers will be asked to rate how satisfied or dissatisfied they are across key areas such as:
Are the surveys confidential and anonymous?
The surveys are strictly confidential and if a customer requests, the results can be given back to Elim Housing anonymously without their name attached, if the customer wishes to remain anonymous. (If you choose to complete the survey anonymously, you will be unable to enter the prize draw.)
When will Acuity call customers?
Acuity 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 Saturday. Interviewers allow the telephone to ring for a minimum of 25 seconds, or until a voicemail 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 customer receives a call from Acuity the number displayed will be one which is from a local area code, 01454 571018. If the customer 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.
What happens with the results?
Results from both the customer perception survey and the management information measures will be submitted to the Regulator of Social Housing. We are also required to publish our results, which we will do, on our website.
We’re committed to using the TSM survey results, alongside all the feedback we receive, to help us continue shaping and improving our services.
You can view the full results from our TSM 2024-25 Perception Survey on our website.
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