STAR survey calls on residents for views

04 March 2015

A telephone survey is aiming to shine light on how satisfied our residents are with their home and our housing services.

Call centre operative

The national Survey of Tenants and Residents (STAR) measures residents' satisfaction with their landlord. We have chosen around a third of our residents at random to take part in the satisfaction survey. This year it is being carried out over the telephone, and runs from now until the end of May.

We are using an independent research company to carry out the short survey, which features some quick but important questions over the phone to gather residents’ views and check their details. It is completely confidential, and will only be used by Waterloo to improve our services to residents.

Your feedback counts. If you receive a call from our survey interviewers, please take part in the survey. We’ll publish the results later this year.

Want to know more? Here are the answers to some of the most frequently asked questions about the STAR survey. If you have a query that is not covered here, please email us at comms@waterloo.org.uk

What is the STAR survey?

STAR stands for Survey of Tenants and Residents. It is a survey landlords use to check customer satisfaction levels. It includes a number of standard questions so that landlords can see how they are performing compared to other similar housing providers.

Who is taking part in the survey?

We choose around a third of our residents at random to take part in the satisfaction survey. This year it is being carried out over the telephone, and runs from March until the end of May 2015. If you receive a call from our survey interviewers, please take part in the survey as we really value your views.

Who is carrying out the survey?

We are working with a research company called Marketing Means to carry out our STAR survey by telephone. They’re registered with the Market Research Society, which means they have to meet a strict code of conduct when carrying out surveys.

How can I make sure this is a genuine survey?

The person phoning to ask the survey will explain who they are and what it’s about. If you want to check to be absolutely certain it is a genuine survey call, please call us at Waterloo on 0800 435 016 - option 4.

How long does the survey take?

It aims to gather important information quickly and easily, and will take between 5 and 10 minutes.

Who will call me if I’m asked me to take part in the survey?

Our research company Marketing Means will call you with the survey questions.

When will I be called?

Calls are made anytime between 10am and 8.30pm, Monday to Friday, and between 10.30am and 6pm on Saturday. Calls are only made on a Sunday if you have asked and arranged for this.

How have you chosen the questions to be asked?

Landlords carrying out a STAR survey must ask a set of standard questions. This is so that they can compare customer satisfaction levels with other similar housing providers, to see if they are better or worse. This is known as benchmarking.

Landlords can add their own questions too. We’ve included some questions to help us improve the data we hold about you. In some cases we may already have the details we are asking for, but we know we have gaps which is why we are asking everyone these questions.

Why do you want to check my mobile number and email address?

We want to make sure that the contact information we hold about you is up to date, as we know that this can easily change over time.

Why do you want to know what I currently do online?

We are continuing to develop new or better online services so you can do things at a time that suits you, such as:

  • Report and keep track of any repairs and arrange gas servicing appointments
  • Check your rent account, make payments and set up direct debit payments
  • Give us feedback and report anti-social behaviour (ASB)
  • Update your own customer contact details

We want to know about your general online use so we can make sure these services we develop meet your needs.

Please note: as part of the survey, you will never, in any circumstances, be asked about your bank account details.

Will my results be anonymous?

Yes. The results will be summarised and so anonymous when published. For our own use, we will take a closer look at the results’ diversity and location trends to find opportunities for us to improve our services.

All the information you give us will be safe and secure.  It will not be kept or used by Marketing Means once they have passed it to us.

What happens with the survey results?

We will look in detail at all of the results, and discuss any actions we need to take, with our boards and senior staff teams.

Later this year, we will feedback through our websites and tenants’ newsletter about the findings and what we plan to do as a result of them.