Please note this document contains our old name and branding but rest assured the content remains accurate and valid for Salvation Army Homes.
1. What is this survey about?
We want to understand what we are doing well and the areas you think we could improve on.
2. Who is conducting the survey?
The survey is being carried out by an external, independent research agency called Acuity. This ensures that all feedback is handled confidentially and that results are unbiased.
3. How will I be contacted?
You may receive the survey in one of two ways:
• By post, with a paper survey and instructions on how to complete and return it.
• By phone, where a representative from Acuity will call you to ask a few questions.
4. How long will the survey take?
The survey should take approximately 10 minutes to complete, whether by phone, online or on paper.
5. Do I have to take part?
No, participation is completely voluntary. However, your feedback is important in helping us improve our services, so we encourage as many residents as possible to take part.
6. Will my responses be confidential?
Yes. The survey is anonymous, and your individual responses will not be shared with anyone. The results will be compiled into an overall report, so no personal details will be linked to feedback unless you specifically request this.
7. What kind of questions will be asked?
The survey will ask about things like:
• Your overall satisfaction with our services.
• Your satisfaction with your neighbourhood
• The quality of maintenance and repairs.
• Your thoughts on communication and engagement.
8. How do I know this is a real survey?
If you receive a phone call, the caller will introduce themselves as being from Acuity and working on our behalf. The call will come from 01204 918073.
If you are unsure, you can contact our customer service team to verify the survey details.
9. What happens after the survey?
Once the survey closes in mid-June, the results will be analysed, and we will use the feedback to make improvements. A summary of key findings will be shared in September/October via our website, newsletters, and social media.
10. Who can I contact for more information?
If you have any questions or concerns about the survey, please contact our customer service team at:
📞 0800 970 6363
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