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 2019 and 2021 surveys were done by phone by ARP Research and Prevision Research. Before then, they were carried out through paper forms, which had tended to attract fewer responses.

About the survey

This survey is similar to those run by other social landlords across the country every few years.

It’s a telephone survey of at least 1,000 people. The last one took place in November and December 2021.

The sample of people is randomly selected and is big enough to make sure we get reliable results.

Around 1 in 10 council households took part in the 2021 survey. We share key results from the surveys online and in the Homing In newsletter for council tenants and leaseholders.

Why it's important to do the survey

We want to know how you feel about our services and we will use these survey results to improve them.

We run the survey every few years and ask similar questions. This helps us to see if we’re improving and take action if we’re not.

For example, we ask how satisfied our tenants are with the quality of their homes and with how we listen to their views and act upon them.

How we use the results from the survey

We compare our results with other housing providers to find relative strengths and weaknesses, and where we can make improvements.

For example, the 2021 survey included questions about what the council as a landlord should do to improve communal areas and where to prioritise spending. The responses are summarised in the full results report.