How your feedback helps improve the services we provide
Resident satisfaction surveys
We continuously scrutinise the services we provide to you and survey our residents to better understand your views about us, what we’re doing well and where we can improve.
We’ve partnered with leading customer research and insight company Acuity - TSM tenant satisfaction surveys | Social Housing Research | Benchmarking (arap.co.uk) who carry out all our Housing services resident satisfaction surveys.
What type of surveys are there?
Housing satisfaction surveys
We complete quarterly sample satisfaction surveys with tenants in rented schemes and leaseholders and free-holders in Home ownership estates. You may have chosen an Anchor scheme or estate one, two, five, ten, fifteen years ago and we would like to hear about your experiences, including how we provide services to you across various areas of Anchor including the local service we provide to you, the service you receive from our contractors, making a complaint when something has gone wrong and other topics too. We also include Tenant Satisfaction Measure Questions in order to capture results and share them with the Ombudsman on a yearly basis.
Repairs and planned works and safety inspection surveys
We complete monthly sample satisfaction surveys with tenants and residents on their repairs, planned works and safety inspections, experience including how you found reporting the repair, how you felt the work was carried out, including timescales and the quality of the service you received.
Anchor On Call
We are keen to hear about the service you received when you used our 24/7 emergency service and we regularly survey through the year speaking with residents who have directly used the service.
It’s also important we understand and learn from complaints. If you have raised a complaint we may contact you to ask more about the experience so that we can use this information to improve the services we provide.
Bespoke surveys are also once a year for Care Home Residents, Extra Care residents and we also survey our Village residents once a year.
How do I complete a survey?
All surveys are undertaken by Acuity and may be conducted by telephone, taking approximately 10-15 minutes of your time. When contacting you by telephone, Acuity will briefly introduce themselves and explain what the survey is about, giving you the option to participate. If you’re busy, they will offer to call you back at a time that’s convenient for you.
You can choose to remain anonymous in the feedback you provide, but we do encourage you to share your feedback, as this is your chance to tell us your views and help identify areas that need improving.
How often can I be contacted?
We try and survey as many residents and tenants as possible over the course of a calendar year so you won’t be contacted for every survey we complete! If you don’t want to participate in the survey, just let them know when they call that you would like to opt-out. If you don’t want Acuity to contact you about any of our surveys, please contact us to opt out.
Find out more about Acuity
Please note: If you have call display on your phone, the call display will show a UK number with a Brighton area code (01273 093939). There is no cost to you for accepting this call.
Customer relations, complaints and feedback
We pride ourselves on delivering a first class service, but occasionally we could do better. Our Customer Relations team want to hear about your experiences.
Find out about the different ways residents can get involved in shaping policies and improving the performance of services provided across Anchor.
The Residents' Council is made up of engaged residents who work with us collaboratively to improve and develop services and hold Anchor to account.
The Scrutiny Panel is made up of engaged residents whose role is to ask the questions, review the services and make recommendations to improve the services provided by Anchor.