糖心传媒

Tenants were surveyed at two different times in the 2023-24 year. You can see the dates for these, below.听

• The first surveys were carried out between 2 October 2023 and 6 October 2023.听

• The second batch of surveys took place between 19 March 2024 and 27 March 2024.听

We then combined the results from all 1,061 surveys to form our 2023-24 report. 听

In 2023-24, all surveys were carried out over the telephone. Where needed, some tenants were sent an email by the telephone interviewer with a link to complete the survey online.

Our contractor, Acuity Research & Practice Ltd, carried out the survey on our behalf. As well as collecting this data, they were also responsible for selecting the sample of tenants from each group, creating the report and making sure that the results were valid.听

The Acuity telephone interviewers contacted our tenants directly and said the following, 鈥�My name is and I’m calling on behalf of 糖心传媒.听

鈥淲e’re carrying out telephone surveys with customers of 糖心传媒 to find out how satisfied you are with your home and with the services that you receive from them. More information can be found on their website.听听

鈥淲ould it be convenient to go through the survey with you now, it should only take about 10 minutes?鈥�

If a customer responded with no, they were asked if they were happy to be called back at a different time.听听

Acuity introduced themselves by saying 鈥�Before we start, I need to make you aware that I work for an independent research agency called Acuity, working on behalf of 糖心传媒.听听

鈥淎ll calls will be recorded for training and quality purposes, and we are bound by the Market Research Society Code of Conduct.听听

鈥淎ny information that you give us will be treated in confidence and will be used to find ways of improving the service that 糖心传媒 provides.鈥�听

Acuity explained how the information would be used, by saying 鈥淭he survey will be used to calculate annual Tenant Satisfaction Measures to be published by 糖心传媒 and reported back to the Regulator of Social Housing鈥�.听

Finally, if customers said that they would like to contact 糖心传媒 for more information, they were directed to call us on 0800 048 8955 or email our customer service team on one of the following email addresses:听

• askshropshire@homesplus.co.uk听
• asksouthstaffs@homesplus.co.uk听
• askstafford@homesplus.co.uk听

The tenants were selected through a random stratified sample. This means that Acuity split the tenants into groups depending on:听

• The type of home 鈥� such as retirement living
• The area in which they live听听
• The age of the customer听

A number of tenants were then selected at random from each of these groups, to make sure that the feedback represented as many different customers as possible.听听

You can see a breakdown of these groups, below.听

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Group by type of property听

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Group by age听听

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Group by area听

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Sometimes 鈥榳eighting鈥� is needed to make sure that feedback is proportional from each of the customer groups. This means taking the results from each customer group and re-calculating them depending on the size of the group.听听

Our random stratified sampling approach helped us to achieve this representation, as explained above. Due to this approach, weighting was not applied to our results.听

Our questions were mainly set by the Regulator of Social Housing. You can see these, below, in the order that they were asked.听

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To help us better understand the feedback from our tenants, we asked some additional questions. You can see these, below, in the order that they were asked.

• We didn鈥檛 offer tenants any incentives to complete the survey.听
• We didn鈥檛 exclude any households when selecting the sample group.听
• The feedback from every tenant who took part in the survey has been included in our results.听