It is really important for us to get feedback from our tenants to help us make sure we are delivering services that meet their needs and that our tenants are happy with those services.
We collect this information in a number of ways: sometimes through surveys at events or at a point of contact, for example at an area office or once a repair has been completed, or through online surveys. One of the most important surveys we carry out is done so on our behalf by a professional market research company, called Acuity. This is an effective and efficient way of getting high quality and up to date tenant feedback and we make good use of this to deal with important issues as they arise, and to shape our decisions.
We have contracted Acuity to contact around 250 different tenants by telephone every 2 to 3 months to carry out a simple but very important survey. The survey only takes about 5 minutes and not everyone will get a call every year, but enough people will be contacted to make sure we have a big enough sample for us to be confident in the results.
We take the management of personal data very seriously as do Acuity and we share tenants' names and contact details with them securely so the survey can be carried out. Acuity do not share that information with anyone else.
Acuity's trained researchers will make some calls in the evening (but no later than 8.30pm) or on Saturdays between 10am and 4pm, as not everyone is available during Monday to Friday, 9am to 5pm and everyone’s opinions count!
If you are a tenant and you get a call from Acuity, please take the time to give us your feedback, good or bad – we take it seriously and we really do use it. Following previous surveys we have focused on our call centre, reviewing and then updating the systems and processes we had in place there: as a consequence, call waiting times on our freephone have fallen dramatically.
We collect this information in a number of ways: sometimes through surveys at events or at a point of contact, for example at an area office or once a repair has been completed, or through online surveys. One of the most important surveys we carry out is done so on our behalf by a professional market research company, called Acuity. This is an effective and efficient way of getting high quality and up to date tenant feedback and we make good use of this to deal with important issues as they arise, and to shape our decisions.
We have contracted Acuity to contact around 250 different tenants by telephone every 2 to 3 months to carry out a simple but very important survey. The survey only takes about 5 minutes and not everyone will get a call every year, but enough people will be contacted to make sure we have a big enough sample for us to be confident in the results.
We take the management of personal data very seriously as do Acuity and we share tenants' names and contact details with them securely so the survey can be carried out. Acuity do not share that information with anyone else.
Acuity's trained researchers will make some calls in the evening (but no later than 8.30pm) or on Saturdays between 10am and 4pm, as not everyone is available during Monday to Friday, 9am to 5pm and everyone’s opinions count!
If you are a tenant and you get a call from Acuity, please take the time to give us your feedback, good or bad – we take it seriously and we really do use it. Following previous surveys we have focused on our call centre, reviewing and then updating the systems and processes we had in place there: as a consequence, call waiting times on our freephone have fallen dramatically.
Contact the press office on communications@cheltenham.gov.uk | 0800 408 0000