Your chance to let us know how we're doing
What is the survey about?
Coastline Housing has commissioned Acuity to carry out a Tenant Satisfaction Measures (TSMs) survey of our customers. The TSM survey is a standardised satisfaction survey set by the Regulator of Social Housing to measure what customers think about their home and the services we provide. The survey uses a representative sample of rental customers and a census approach of shared owners. The surveys will take place over May and June 2026.
Who are Acuity?
Acuity Research & Practice (Acuity) provide tenant satisfaction surveys and benchmarking services, helping housing providers like Coastline to improve services and engage with customers through an understanding of satisfaction, performance and profiling data. They have been providing consultancy services to the social housing sector for over 28 years.
There are a couple of ways customers can take part:
- Completing the survey online – Acuity will send an email to a random selection of customers with an email address containing a link inviting customers to complete the survey online.
- Telephone surveys – Acuity may call customers who have not yet completed a TSM survey within 365 days, inviting them to complete the survey with a telephone interviewer. If customers receive a call from Acuity, the number displayed will be from 01209 870018, a Redruth area code.
Are the surveys confidential and anonymous?
The surveys are strictly confidential, and if a customer wishes to remain anonymous they can request that the results are given back to Coastline without their name attached.
When will Acuity be making calls?
Acuity only make calls between the hours of 9am and 8pm Monday to Friday and between the hours of 10am and 6pm on Saturday. Interviewers allow the telephone to ring for a minimum of 25 seconds, or until a voicemail system kicks in, to ensure customers with mobility issues are given sufficient time to get to the phone.
What telephone number is displayed?
If a customer receives a call from Acuity the number displayed will be one which is from a local area code, 01209 870018. If the customer sees a missed call from this number and calls back, they will hear a recorded message informing them that someone from Acuity tried to call them to complete a survey for their landlord.
Who should I contact at Coastline Housing or Acuity if I have a query that is not addressed here?
For any queries about the survey, please contact Cathy Hadfield at Coastline Housing - Cathy.Hadfield@coastlinehousing.co.uk - or Heather Metivier at Acuity - 0345 034 3737 or acuity@arap.co.uk.
Are the surveys in line with data protection and what about quality standards?
Acuity is a company partner member of the Market Research Society and is registered with the Information Commissioners Office, and in line with the Data Protection Act is not permitted to release any details to any other organisations. Under the Data Protection Act Acuity is not permitted to release any information that would allow an individual to be identified without their prior active consent to do so. Acuity also holds ISO20252:2019, which is the quality standard for market research companies.
Want to know more about Acuity?
Acuity Research & Practice Limited, www.arap.co.uk UK Tel: +44 (0)345 034 3737. All research projects are carried out in conformity with ISO20252:2019, ISO9001, ISO27001 and the MRS Code of Conduct.