STAR 2017 Survey of Tenants And Residents - Coming Soon

We will shortly be carrying out our annual Survey of Tenants And Residents (STAR).  During May and June Marketing Means, an independent research company, will be telephoning customers to ask your views on Waterloo Housing Group and the services we deliver.

Waterloo Housing Group relies on feedback from our customers to help ensure that we are delivering the services you want in a way which meets your needs.  If you receive a call, then your responses will help to make sure we continue to improve the services we provide.

If selected, then we ask that you please spend a few minutes on the phone (The survey will only take a few minutes) to give us your feedback so that we can learn from your experiences. Once you have completed the survey, you will be entered into a prize draw for the chance to win an iPad.

STAR is a nationally recognised housing sector survey, which we carry out each year. The results can then be compared with previous years and checked against other organisations to ensure we are providing good services and value for money.

If you would like to know more then please see the questions and answers section below.  If your question is not listed then please email Yvonne Preiss ( or David Greaves ( to find out more.

What is STAR?

STAR is a Survey of Residents And Tenants, carried out annually in order to check customer satisfaction levels. There are seven core questions (Six if you are a customer of Waterloo Homes) covering various areas of our service.

Who is taking part in the survey?

We send a random selection of around one third of our customers to the research company who will then contact customers until we have enough results to make sure the survey is accurate.

When is the survey taking place?

Marketing Means will be contacting customers during May and early June.

Who is carrying out the survey?

We have selected an independent research company called Marketing Means to carry out this year's telephone survey

How can I make sure this is a genuine survey?

The person phoning will explain who they are and what the survey is about. If you are unsure and would like to check if the call is genuine then please call Waterloo on 0800 435 016 – option 4

How long will the survey take?

We expect the survey to be quick and easy, taking around 5 to 7 minutes to complete.

When might I be called?

Calls will take place during May and early June. If you are selected then calls will be made between 10am and 7pm and may take place during the week or weekend.

How have you chosen the questions to ask?

The STAR survey contains seven core questions which cover various aspects of our service and value for money. This enables results to be compared with previous years and with other organisations within the sector. Waterloo may also choose to add additional questions about other services or more specific questions about a service, in order to understand customers’ opinions in more detail.

Will my answers be anonymous?

Yes. This means that only a small group of officers will have access to be able to link answers to individuals. Members of the Policy and Communications team will have access to individual answers, in order to carry out a more detailed analysis of the results, however, an individual would never be identified when results are shared.

The results will be anonymous and summarised when they are published.

As part of the survey, you will be asked if you are happy for your responses to be passed on to Waterloo Housing Group. All information will be kept safe and secure, and handled in accordance with the Data Protection Act. The research company will not keep or use and data once the results have been passed to us.

What happens with the survey results?

Once the survey is completed, we will look at the results in detail to identify the areas where we are performing well and those which have room for improvement. Our board and senior management team and staff will discuss the results and decide any actions we may need to take as a result.
We will feedback details of the results and any resulting action through the website and newsletter later in the year.

Waterloo Homes residents

If you are a shared owner, leaseholder or market rent tenant, please go to the Waterloo Homes website

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