We are committed to listening to our residents and using this feedback to improve the services we provide.
We are working with Acuity Research and Practice (Acuity) to provide surveys on housing repair satisfaction. Acuity are an independent market research company who specialise in the social housing sector.
These surveys ask residents who have recently had repairs, major works and damp and mould works completed how satisfied they were with the service and how Harlow Council can improve it.
Each month, Acuity will contact tenants who have had completed works carried out via email that contains an online link or via a short telephone interview. All feedback is welcomed and valued.
Call times
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 voice mail system kicks in, to ensure residents with mobility issues are given sufficient time to get to the phone.
Phone number Acuity call from
If you receive a call from Acuity the number displayed is 01279 975016, which is a local area code.
If you see a missed call from this number and call back, you will hear a recorded message informing them that someone from Acuity tried to call them to complete a survey for their landlord.
Confidentiality and anonymity
The surveys are confidential, but not anonymous and your feedback will be shared with Harlow Council.
If you express dissatisfaction with any element of the service, Harlow Council may get in touch to follow up and help resolve any issues. You will, however, have the option to opt out of being contacted.
Data protection
Acuity is a company partner member of the Market Research Society and is registered with the Information Commissioners Office.
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.
If you have any queries about the survey, please contact Harlow Council on 01279 446655 or Heather Metivier at Acuity on 01273 049089.