Introducing Acuity: Our New Service Provider for Customer Satisfaction Surveys

We are excited to announce that Acuity Research & Practice is now conducting customer satisfaction surveys on behalf of STAR Housing. If you receive a call from Acuity, rest assured that it is a genuine call. They will be calling from the number 01743 647006.

What Surveys Are Being Conducted?

• General Satisfaction Survey: Every six months, Acuity will call a sample of STAR Housing customers to participate in a general satisfaction survey. This survey includes 12 Tenant Satisfaction Measures (TSMs) reported to the Regulator of Social Housing. The questions are designed around the services STAR Housing provides, allowing customers to see how well we are doing.
• Specific Service Surveys: Throughout the year, Acuity will contact customers who have reported a repair, moved into a property, reported anti-social behaviour, made a complaint, or called with an enquiry.

Who is Acuity?

Acuity Research & Practice specialises in the social housing sector with over 26 years of experience. They are our new partner for conducting surveys to gather valuable feedback from customers.

Survey Details:

• Duration: The TSM survey takes approximately 8-10 minutes to complete. Other surveys are shorter and are conducted each month by telephone or online.
• Frequency: Acuity aims to complete around 3,000 surveys annually.
• Call Times: Acuity makes calls between 9:00 am and 8:00 pm Monday to Friday, and between 10:00 am and 6:00 pm on Saturday. Interviewers allow the telephone to ring for a minimum of 15 seconds to ensure customers with mobility issues have sufficient time to answer.

Data Protection and Quality Standards

All calls are recorded for training and quality purposes. Acuity adheres to the Data Protection Act and is registered with the Information Commissioner’s Office. They are not permitted to release any details to other organizations without prior active consent.

Contact Information

If you have any queries about the surveys, please contact:

• STAR Housing: 0333 32 12 200 or enquiries@starhousing.org.uk
• Acuity: 01273 287114 or acuity@arap.co.uk

Want to learn more? Check out Acuity's FAQs below.

Thank you for helping us improve our services!