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Each year, we ask you what you think about our services, and we do this mainly through our satisfaction survey. 

Acuity Research & Practice Ltd has been supporting us with this, making calls and helping us get this feedback from you, our residents. This year is year two of our contract with them. 

The results they collect are used to calculate our annual Tenant Satisfaction Measures (TSMs) which we publish on our website, annual reports and in our newsletters. These results are also reported back to the Regulator of Social Housing.  

How does it work?  

1. Our partners, Acuity, randomly select around 110 residents to call every three months. This year, it will be in June, August, November, and February.

2. A researcher from Acuity will call the selected residents from the number 020 3807 5283. They’ll introduce themselves and advise that they are calling on ccha’s behalf. If you can’t complete the survey over the phone, they can email it to you to complete it. If you’d rather not do the survey, you can decline, just let the researcher know. 

3. You’ll be asked how satisfied you are with various aspects of our service and you can answer ‘Very satisfied, Satisfied, Neither satisfied or dissatisfied, Dissatisfied, or Very dissatisfied’. 

4. Throughout the survey, there will be opportunities to provide comments to explain your ratings and thoughts. These comments are really useful for us to know how we can improve. 

5. Acuity will ask if you’d like to be contacted by ccha to discuss anything from the survey further. If you select ‘yes’, then one of our Customer Service Advisors will be in contact following the survey. They’ll address any outstanding actions you may have raised or have a discussion about your comments to get a better idea on how we can improve our services. 

6. Once the required number of residents have completed the survey, Acuity will send us a report for our senior management team to review. This includes looking at the high level percentages, but also in detail at the comments. They’ll create an action plan for any trends that may come through and see how we can improve the service. 

7. The report will also go to our Resident Panel for them to review for themes and trends. This will help them decide which areas of our service to scrutinise further. They will then work with us to improve these services to benefit all residents. 

8. The results we share are our Tenant Satisfaction Measures (TSMs). We publish satisfaction results for all of our residents every quarter on our Performance page, and at the end of the financial year, will share the annual results for those who rent from us on our Tenant Satisfaction Measures page. 

9. We also share the impact your feedback has had on our services in our resident involvement impact assessments. These are available on our Get involved page. We break down the themes and trends that have come out of the satisfaction surveys and what we’ve done in response. 

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 customers@ccha.biz or calling 020 8680 7532 or freephone 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 020 8680 7532, freephone 0800 054 6710 or email customers@ccha.biz.