As part of the Tenant Satisfaction Measures (TSMs), council tenants, leaseholders, and shared owners are contacted directly each year and asked to share experiences about their homes and our services.
.To ensure this feedback is fair, independent, and secure, we partner with Acuity Research & Practice, a specialist housing research company.
The 2026 to 2027 survey will be carried out towards the end of the year.
How you'll be contacted
You may be contacted by telephone, SMS or email. Telephone calls usually take around 10 minutes. Acuity Research & Practice will always identify themselves and state they are working for Oxford City Council.
Acuity selects a balanced mix of tenants to make sure the feedback reflects our whole community, including people from different types of homes, age groups, and neighbourhoods.
If you're contacted, it's your choice to take part. You can:
- ask them to call back at another time
- skip any questions you don’t want to answer
- refuse to take part
If you don't want to be contacted at all, you can opt out of the survey by sending an email to residentinvolvement@oxford.gov.uk.
Your privacy
Your privacy matters. We handle all your information safely and securely. To protect your identity:
- Your answers are completely confidential and anonymous.
- We do not see your name or contact details unless you clearly say we can.
- Acuity will only share details to help us follow up a specific issue if you give explicit permission.
What the survey asks about
The survey asks questions about:
- your home
- repairs
- customer service
- safety
- how we look after your neighbourhood
- how well we listen and communicate
Every social landlord in England uses the same set of questions in their tenant survey. This means we can compare our results fairly with other councils and housing associations.
Why your feedback matters
Your feedback helps shape the homes and services we provide. We use the survey results to look closely at areas that need attention and make changes where needed.
By taking part and sharing your real experiences, you help us:
- understand what is working well and spot problems early
- make better decisions and plan budgets or resources effectively
- improve our services and build stronger neighbourhoods
- meet national standards set by the Regulator of Social Housing
Every response, good or bad, makes a difference. Your voice helps shape the services you receive and the future of your community. Learn more about resident involvement.
What we do with the results
- Service teams receive weekly feedback so they can fix issues quickly where possible.
- A full report is created each month and shared with our senior managers.
- Once everything has been checked and verified, we publish the results for you to see.
See previous TSM survey results.
