Survey of Tenants and Residents (STAR)

Our Survey of Tenants and Residents (STAR) asks council tenants their opinion on council landlord services.

You can view the results of the most recent survey we did in 2021. This follows previous STAR surveys in 2011, 2014, 2016 and 2019.

The aim of the survey is to enable residents to have their say about their homes, the services they receive, and how these could be improved in the future.

This year, surveys will be done by phone by Acuity Research and Practice.

About the STAR survey

This 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 take place in autumn 2023.

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.

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, send an email to We will then ask our research company not to contact you.

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.

Results from the survey will help to shape service improvements. Feedback from the last STAR survey in 2021, for example, was used as part of an anti-social behaviour (ASB) review which led to a new policy for tackling ASB.

Find out more about the STAR survey

If you want to know details about how the survey has been designed or run: