Tenant Satisfaction Survey
A new approach to listening
Knowing that you are satisfied with the service we provide is very important to us. We’ve looked at the way we collect, analyse, and use your feedback on our services, and we’ve made changes to improve how we do this. We’ve partnered with an independent market research company called Acuity who specialise in working with the housing sector. Acuity will make calls to tenants on our behalf to ask how satisfied you are with Cartrefi Conwy’s services.
Trust in Acuity Acuity is bound by the market research society code of conduct. Any information you give them will be treated in confidence and will only be used by us to improve services. We have also worked closely with Acuity to make sure the data we share is secure and meets our Data Protection responsibilities.
0300 124 0040
You may also get a call • after a repair on your home
Why is there a change? We used to send a paper survey to every tenant once a year, this needed a lot of paper and a lot of time to input and analyse the results. This new approach will help us reduce waste and give us more up-to-date information, more regularly. It means we will know more about what is important to tenants and what is working well, and what we need to do more work on to improve services.
When can I expect a call? Acuity will make calls Monday – Friday from 8am – 8pm. Acuity will make sure the sample of tenants called is a fair representation of all tenants who live in our homes. Calls will be made throughout the year – we’re sorry but we cannot say exactly when or if you will be called.
• when you move into a new home • if you have reported an anti-social behaviour incident • or, if you have made a complaint
Acuity will ask you a few questions that will help us know what you think of those services and if you are satisfied with the service, or not.
What if I want more information? We will share what we learn from these surveys in future editions of Together, and on our website and social media channels. All the information will be anonymised, and we won’t share individual feedback or comments. If you want more information on this new approach, please call Customer Services on 0300 124 0040 or email enquiries@cartreficonwy.org 3
