Make your voice heard
We're constantly striving to improve for our customers and to create effortless experiences. To do this, we need your opinions and to hear what you think. So that we can listen to as many customers as possible, we have partnered up with a company called Acuity that will be carrying out customer research for us. This means that the research will be carried out independently and you will only be identified if you want to be. Acuity has been providing consultancy services to the social housing sector for over 25 years.
Your experience as a customer is a focus for us throughout our organisation. A key part of our corporate plan is about listening to your feedback and developing new ways of working to make experiences effortless and services accessible. We can’t move forward without knowing where we’re going, and the feedback you give helps us map out how to get to where we want to be.
Why we are carrying out this research
Without you, your experiences and your opinions, we cannot fully understand the needs of our customers. This is your opportunity to share with us your views and suggest improvements we can make. We value our customers and this research will give you the chance to make your voice heard.
Why we are working with Acuity
Acuity specialises in the social housing sector and provides customer satisfaction surveys and benchmarking services, to help housing providers improve services and engage with their customers. We’re working with them because we want the best insights into our customers' views, and Acuity can help us to continue to achieve this.
Acuity is a company partner member of the Market Research Society (MRS). Acuity is registered with the Information Commissioner’s Office, and in line with the Data Protection Act is not permitted to release any details to any other organisation. Acuity also holds the quality standard for market research companies. Find out more about its accreditations, standards and GDPR policy.
What to expect
We are looking to involve a variety of people in this research so you may receive a call asking you for feedback or an email inviting you to complete an online survey. Using Acuity means that you can stay completely anonymous if you want, ensuring that you can give your honest opinions. Acuity only makes phone calls between 9am and 6pm Monday to Friday, and between 10am and 6pm on Saturday. The number they will call you from will be 01332 323044.
Interviewers will allow the telephone to ring for a minimum of 15 seconds, or until a voicemail system kicks in. If you have a missed call from this number and you call back, you will hear a recorded message telling you that someone from Acuity tried to call to complete a survey on behalf of Futures.
We really appreciate you taking the time to complete the survey and the more detail you can give us, the more we can understand your experiences.
What they will ask you
Acuity will ask you a range of questions about your experiences as a Futures customer. It will include a general satisfaction survey as well as questions about what you think about your home and the services we provide. The questions are based on the new Tenant Satisfaction Measures (TSMs) introduced by the Regulator of Social Housing in April last year.
Acuity will also contact a sample of customers who have recently been in touch with Futures, whether that's through our customer services, from a completed repair, moving into a new home or having made a complaint.
There’s no such thing as a wrong answer and what you tell Acuity can be kept anonymous, so feel free to be as honest as you’d like. We can’t improve unless we know what needs improving, so we welcome all your feedback.
How long it will take
The conversation should take no more than ten minutes.
Keeping your data safe
All our customer data is protected by GDPR and the UK Data Protection Act 2018. We have a legitimate interest to undertake our customer surveys, and we have a strict confidentiality agreement in place with Acuity to make sure that your personal data is safe and secure.
If you don’t want to take part in research, you don’t have to. You can either let us or Acuity know, and we’ll opt you out.
View Acuity's privacy policy here
I have a question that isn’t answered here.
We want to assure you that, if you are contacted by Acuity Research, it will be a genuine market research study being carried out on our behalf. If you want to know more or have any questions at all, please email us at getinvolved@futureshg.co.uk.
