The Regulator of Social Housing is introducing a new survey that all social landlords must complete.

The questions in the survey are called tenant satisfaction measures (TSMs) and are very similar to the questions we asked in our STAR survey. Regulator of Social Housing logo

We will be carrying out surveys by phone every three months and we'll let you know the results and actions we're taking as a result of your feedback. You will only be asked to complete one of these surveys a year.

The surveys should take no more than ten minutes and the aim is to interview around 250 residents every three months. 

Here are some frequently asked questions about the survey:

  • What's the survey all about?

    The survey is a general satisfaction survey (perception survey) asking residents what they think about their home and the services provided by West Kent.

  • Who will contact me?

    Phone calls will come from the number 01732 901018.

    Acuity Research & Practice (Acuity) provides 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 asked to complete a survey?

    Acuity will call a randomly selected group of residents to complete the survey.

    The surveys should take no more than ten minutes and the aim is to interview around 250 residents every three months.

    If you have withdrawn consent for surveys, you won't be contacted. If you would still like to take part in this survey as a one-off, please email dataprotection@wkha.org.uk.

  • What time will I be contacted?

    Acuity only makes calls between the hours of 9.30am and 8pm Monday to Friday and between the hours of 10am and 4pm on Saturday. No calls are made on Sundays.

  • Are the surveys confidential and anonymous?

    The surveys are strictly confidential and if a tenant requests, the results will be given back to West Kent anonymously without their name attached.

  • Are the surveys in line with data protection?

    We don't need to ask for specific consent to process your data as part of this survey as we have a legitimate interest to do so. However, we'll make sure any data is processed securely and in line with our privacy notice.

    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.

  • What if I've opted out of surveys?

    If you've already opted out of surveys from West Kent, you won't be contacted to complete this one. 

    If you've opted out but would like to complete just this survey, we'd love to hear from you. Contact us at dataprotection@wkha.org.uk to opt in.