The Council have hired a third-party organisation, Acuity Research and Practice to carry out the Tenant Satisfaction Perception Survey on our behalf.
When processing resident information, the Council need to make sure we have a legal basis to do so. The legal bases available to us are:
• Consent (freely given affirmative action indicating that the customer wants their data to be processed in the prescribed way)
• Legal Obligation (when we need to comply with the law)
• Contractual Obligation (when we need to fulfil a contract)
• Vital Interests (when we need to protect the life, safety and wellbeing of their data subjects)
• Public Task (if we need to exercise official authority)
Our sharing of your data with Acuity for the purpose of undertaking this survey is done under the legal bases of Public Task and Legal Obligation. The continuous improvement of our services is something that is expected of us as a Local Authority and satisfaction surveys are one of the methods we use to do this. Failure by the Council to carry out the Tenant Satisfaction Perception Survey is a breach of the Transparency, Influence and Accountability Consumer Standard set out by the Regulator of Social Housing.
Tenants should be assured that all personal data is kept within a restricted area of Acuity’s databases and only made available to those who need access. They hold a number of quality standards - Acuity is a company partner of the Market Research Society (2187740), holds the data standard ISO 20252:2019 which is the quality standard designed specifically for market research agencies (359292021), ISO 9001 and ISO 27001, holds Cyber Essentials Plus (IASME-CEP-010730) and is registered with the Information Commissioners Office (Z9651144). All calls are logged and interviews are recorded. Acuity interviewers never ask tenants for personal data (unless included in the survey) or financial information.
Further information on our use of personal data can be found in the data privacy statement on the Council’s Privacy Notice | Sandwell Council