STAR 2016 – The Results – Waterloo Housing Group

In 2016, Marketing Means were the research company employed to telephone over 1,100 customers of deMontfort Housing Society, New Linx Housing Trust and Waterloo Housing Association in order to find out your views and satisfaction with our services.

The results of this survey are shown below, together with the result from the previous survey.

Key Results

  • 81.1% of respondents are very or fairly satisfied with the overall service provided by Waterloo (Last time this was 80.32%)
  • 81.0% are very or fairly satisfied with the quality of their home (80.05%)
  • 82.9% are very or fairly satisfied with their neighbourhood as a place to live (83.74%)
  • 84.2% are very or fairly satisfied that their rent provides value for money (80.77%)
  • 69.4% are very or fairly satisfied that their service charges are value for money (69.59%)
  • 71.7% are very or fairly satisfied with the way Waterloo deals with repairs and maintenance (67.0%)
  • 64.9% are very or fairly satisfied that Waterloo listens to your views and acts on them (66.0%)

Overall Summary

The STAR Survey has highlighted some areas where we need to improve, as well as providing valuable insight into the things that matter most to you.
We are glad to see that performance in some areas has improved, in particular, the percentage who now think that their rent provides value for money.
The survey has also highlighted some areas where we need to improve and our senior management team are currently working on an action plan in order to address some of these issues.

Key Actions during 2017

We will be consolidating and continuing to harmonise our services with the former Acclaim Housing Group following the 2016 merger.

Our customer portal will be rolled out to customers of Dales Housing and Seven Locks Housing allowing them to access information and services at a time to suit them.

Please come back to this page at a later date to see details of any developments.

How well do we perform?

Want to see our performance for the previous year?

View the report here