Acuity carries out telephone, postal and online surveys, on behalf of our clients, so you may receive a call, text, email or letter from us.
Our trained and professional team of interviewers conduct all telephone surveys. All calls are recorded for training and quality purposes.
If you have been contacted by our team and have any queries about the process, you can find answers to commonly asked questions below.
We will contact you if we are commissioned by your landlord to carry out a survey of their residents. Often this survey will ask how satisfied you are with your landlord. Social housing landlords are now required by the Regulator of Social Housing to ask their residents a set of questions as part of the Tenant Satisfaction Measures (TSMs). We may also call to ask you about a specific service, following a recent interaction you have had with your landlord, or to help update the household information your landlord holds.
If you receive a call from Acuity, your phone number has been provided to us by your landlord. If your phone number has been given to us in error, we will update our records to ensure you are not contacted again.
TPS allows people to opt out of unsolicited live sales and marketing calls. You can still be contacted for market research purposes. Acuity will only ever contact you to invite you to take part in a survey.
Acuity takes its responsibility towards security and confidentiality very seriously. We are a company partner of the Market Research Society (MRS) and adhere to the MRS Code of Conduct and its obligations under the Data Protection Act.
Our interviewers will always explain the survey, including how any information collected will be used. You can then decide whether you would like to take part in the survey, and if you do, can always opt out of answering certain questions. You will only be made identifiable to your landlord alongside your survey responses if you have given prior active consent.
We also hold ISO 20252 accreditation, which is the quality standard for market research companies and Cyber Essentials Plus certification regarding the security of our systems.
If we call you at a time when you are unable to complete the survey, our interviewers will offer to book you in for a callback at a time of your choice. If we have your email address, we can also send you a link to an online version of the survey, to complete at your convenience.
Please note Acuity only make calls between the hours of 9:00 am and 20:00 pm Monday to Friday and between the hours of 10.00 am and 18:00 pm on Saturday. No calls are made on Sunday.
If you have any queries that have not been answered here, or if you would like to give us any general feedback, please email: acuity@arap.co.uk or call: 01273 287114
Our methodology is approved by the MHCLG and NHF and recommended by Housemark for STAR.
Our directors have worked on national reviews of resident surveys and are regularly asked to speak at conferences and seminars.
Acuity complies with the MRS Code of Conduct and its obligations under the Data Protection Act and holds ISO 20252 accreditation and Cyber Essentials Plus.
Contact us today, so we can start working together to enhance the services you provide.
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