Introducing Acuity: A new way of collecting customer information

Posted 30 November 2021

Introducing Acuity: A new way of collecting customer information

We put our customers first. To be the best that we can be, we need your feedback. One of the ways that we do this is through customer surveys.

Currently, we contact you via our own Performance Team. These are useful ways of understanding how we can improve our services to you. But to be able to get even more meaningful feedback, we need to be reaching out to you more often.

So, we have been looking for a partner who can carry out customer satisfaction surveys on our behalf. After an extensive selection period, we have chosen Acuity Research & Practice (Acuity) – a company that specialises in helping housing providers like LHP engage more closely with their customers. This is a service they have been providing for over 23 years.

Acuity will make phone calls, the number that you will see on your caller display is 01273 093939 to a selection of our customers each month. They will focus on the following ten areas, from which they will manage your feedback:

  • Responsive Repairs
  • Anti-Social Behaviour
  • Complaints
  • Lettings (New tenants)
  • Survey of Tenants and Residents (STAR)
  • Lifeline – Commercial
  • Grounds Maintenance
  • Major Works
  • New Homeowners
  • Gas Servicing
  • Income & Money Support Service

This will see us gather valuable insight from as many of our customers as possible

Customers are selected at random and will only be contacted once per calendar year. You have the option to opt out too, we really hope you don’t as your feedback is invaluable to improve the services, we deliver.

We would of course love for you to take part. As a Customer First organisation, the feedback received from these surveys allows us to Listen, Act and Learn and deliver even better services to you.

If you do want to opt out, please email us at

Customer engagement and feedback is also a key part of the Social Housing White Paper. Gathering views in this way is part of our commitment to ensure you have your voice heard by us as your landlord. It also continues our pledge to embrace the Tenant Charter.

We will publish the outcome of the surveys on this site, as well as what we have done differently based on your feedback. If you would like to find out more ways to get involved with us, please visit our Get Involved page.