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Contact the Council Housing team if you have a question about our council housing services, or disagree with a decision we've made.
Survey of Tenants and Residents (STAR)
Our Survey of Tenants and Residents (STAR) asks council tenants their opinion on council landlord services.
About the STAR survey
The STAR survey is similar to those run by other social landlords across the country. It's now required by law every year.
It’s a telephone survey of at least 1,000 people. It will start in late September and finish in November.
The sample of people is randomly selected and is big enough to make sure we get reliable results. Around 1 in 10 council households are expected to take part in the survey.
This year, surveys will be done by phone by Acuity Research and Practice.
The aim of the survey is to enable residents to have their say about their homes and the services they receive, and how these could be improved in the future.
We'll share key results from the survey online and in the Homing In newsletter for council tenants and leaseholders.
Why it's important to do the STAR survey
We want to know how you feel about our services. We'll use these survey results to improve them.
We repeat these surveys and ask similar questions, to compare results over time. This helps us to see if we're improving and take action if we’re not improving.
How we'll contact you to do the STAR survey
Our research company Acuity will phone you.
Phone calls will come from the phone number 01273 093 939.
Phone calls will come between the hours of:
- 9am and 8pm, Monday to Friday
- 10am and 6pm on Saturday
What to do if you don't want to do the STAR survey
If you don’t want to take part in the survey, you can contact the Council Housing team and let us know. You will need to include your name and address when you tell us.
Council Housing team
Data and results
How we use your personal data
To make sure that this survey is independent, we've asked Acuity to do it for us. Acuity run surveys like this for housing providers across the country.
Acuity are not allowed to use your contact details for any reason other than running this survey and conform to the General Data Protection Regulation (GDPR) and the Market Research Society Code of Conduct. Acuity will remove names and phone numbers from their dataset as soon as possible. Information explaining confidentiality and the option to remain anonymous will be provided at the start of the survey.
How we use the results from the STAR survey
We compare our results with other housing providers to find relative strengths and weaknesses, and where we can make improvements.
The survey includes mandatory questions set by the Regulator for Social Housing. All registered social landlords must ask their residents these questions. The summary results for these are shared with the regulator as part of their Tenants Satisfaction Measures. This helps compare landlords’ performance.
Find out more about the STAR survey
If you want to know details about how the survey has been designed or run, get in touch with Acuity:
Acuity Research and Practice
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Acuity carries out research for housing providers to give them and idea of the experience of their residents, with the aim of improving performance.
STAR survey supporting documents
Download supporting documents for the STAR service satisfaction survey.