Decision details

Quotes were obtained from three market research companies. Following procurement rules, the decision to award the contract to Acuity Research to conduct the TSM transactional and perception surveys was based on the quality and pricing and previous year’s work as detailed below.

Acuity Research conducted the TSM perception surveys for 2024-25. They used proven methodologies to gather feedback, improving response rates and data reliability.

The Regulator of Social Housing introduced the TSM Standard which requires registered providers to collect and provide information to support effective scrutiny by tenants of their landlord’s performance in managing their homes and neighbourhoods. As part of this standard, a suite of Tenant Satisfaction Measures were introduced.

There are 22 Tenant Satisfaction Measures, of which:
• Twelve are tenant perception measures, which are gathered through a survey of a sample of tenants
• Ten are operational measures, gathered by landlords directly based on their performance in key areas.

Acuity Research are already working with Waverley and Guildford Councils to carry out the TSM surveys. They are a professional organisation bringing expertise and understanding in the field of the TSM requirements.

We are required to complete the TSM surveys using a strict methodology, and this would restrict us to do it in-house as we do not have the expertise or resource. Market research firms specialise in survey design, data collection and analysis, ensuring accurate and unbiased results.

By using Acuity Research, an expert in this area we will be guaranteed consistency and quality analysis of the data, allowing us to understand trends and concerns. We will use this to make effective business decisions and improvements.

Paragraph 2.8.7 of the Scheme of delegation to officers (and the scheme of authorisation):

"To take any action in relation to procurement and the letting of contracts for goods, works and services, within approved budgets".