How we assess performance

We work with Acuity, a specialist market research agency with over 25 years in social housing. They carry out surveys to assess our performance.

If you get a call from 01273 093 939 (a Brighton area code), it will most likely be Acuity phoning you for the survey.

If you miss the call, you will get a recorded message to tell you about the survey.

The survey takes about 10 minutes.

Acuity will only call between 9am to 8pm from Monday to Friday, and 10am to 6pm on Saturdays.

It is important for us to hear everyone's views. Even if you've just moved into your home or are not using all the services discussed.

Acuity uses questions provided by the Regulator and us.

They survey a sample of our tenants. They do not offer incentives for taking part in the survey.

The surveys are confidential. Acuity will ask if you are okay with them passing on any additional details to us.

They record all calls for training and quality purposes.

Acuity is a company partner member of the Market Research Society. It is registered with the Information Commissionaires Office.

Under the Data Protection Act, Acuity cannot:

release any details to any other organisation
release any information that could identify someone without their active consent

Acuity holds ISO20252:2019, which is the quality standard for market research companies.

We ran 1,422 TSM surveys between 23 April 2024 and 19 March 2025. These surveyed a sample of residents across 20,652 homes.

We chose the sample size to make sure we reached the level of statistical accuracy set out by the Regulator.

We achieved a statistical accuracy of ±2.5%, exceeding the RSH’s requirement of ±3% at a 95% confidence level.

We did not remove any tenant from the sample frame.

The survey sample reflected our tenant population, based on:

Assessing our housing performance