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Tenant satisfaction surveys

You may receive a phone call from market research company Acuity, asking you to take part in our tenant satisfaction survey. These calls are legitimate, and your feedback will help us improve our services. Remember, they will not ask for financial information or for you to make a payment. If you are unsure if the call is genuine, please get in touch with us on 033 33 55 44 33.

Find out more about Tenant Satisfaction Measures.

When will we get back to you?

We know it can be frustrating waiting for a response to your query, which is why we aim to respond to all enquiries within the following timescales:

• Returning phone calls: Our customer service team will try and resolve your query at first point of contact. However, sometimes they will need to ask a member of the wider team to give you call back to discuss your query, they will have 24 hours to call you.
• Emails: We will acknowledge the receipt of your email within five working days.  Our team will try and resolve your query however, if they can’t, they will pass your email across to the necessary team who will have a further 5 working days to action.
• Post: We will respond to enquiries by post within 10 working days

There will always be exceptions where this is not possible, but we will aim to work within these timescales for all enquiries.

Need to make a complaint?

If you would like to make a complaint, please use our complaints form, which can be found here: Complaints

You can contact us in the following ways: