An update on our resident satisfaction surveys
April 15th 2025, by Rachel Luney
Each year, we want to find out what you think about our services, and we do this mainly through our satisfaction survey. Over the past three years, Acuity Research & Practice Ltd has been supporting us with this, making the calls and helping us get this feedback from you, our residents.
As of April 2025, we’re continuing with them for another two year contract.
The results they collect are used to calculate our annual Tenant Satisfaction Measures (TSMs) which we publish on our website, annual report and in our newsletters. These results are also reported back to the Regulator of Social Housing.
How does it work?
Every three months, Acuity will select a group of residents to contact. They will call those residents, introducing themselves saying they are calling on behalf of ccha who wish to carry out a short satisfaction survey with you.
They will call from the number 020 3807 5283.
They will ask you a series of questions where you can rank your satisfaction and also have the chance to comment.
We look at all the results to see which service areas are doing well and which need improving, and use your comments to see what the problems are.
If you’ve opted in to be contacted, you may get a call from one of our colleagues to discuss your comments further to find out exactly how we can help and if you’re situation has been resolved.
If you get a call and have the time, please do share your thoughts. Your feedback is essential is us knowing where we need to improve.
Opting out
If you don’t wish to take part and have opted out previously, this will have been recorded. However, if you are contacted this year and don’t wish to participate, please inform the researcher when they contact you or let us know by emailing citeam@ccha.biz or calling 0800 054 6710.
Data sharing
All contact details will be shared on a strict protocol basis which meets the requirements of the Data Protection Act and securely destroyed within 1 year of provision. If you would like further details about the use of your personal data in relation to this research, then please contact us or refer to our privacy notice which can be found on our website.
If you have any questions or wish to opt out, please contact the Customer Investment Team on the details below.
