STAR survey 2018

26 April 2018

The STAR survey is a telephone survey which is carried out to assess how satisfied our residents are with their homes and our housing services. It is important you complete this survey so we can continue to grow and improve our services based on your responses.

The national Survey of Tenants and Residents (STAR) measures residents' satisfaction with their landlord. Waterloo Housing Group have chosen around 3000 residents (tenants and leaseholders) at random to take part in the satisfaction survey this year. The survey is being carried out over the telephone, and will run from the end of April 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. 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

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 will run from the end of April until the end of May 2018. 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 our contact centre 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.

If I am selected to take part, 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.

I recently completed a form you sent me and said I didn't want you to contact me about market research. Does that mean I won't be selected to take part?

A customer satisfaction survey is different to general market research, in that it relates to satisfaction with the services we provide you as part of your tenancy or lease. So on this basis you may be selected even if you said you didn't want to be contacted about market research. If you do not wish to take part in this survey though just tell the person who contacts you from Marketing Means and they will not go through the survey with you.

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 bench-marking.

Will my results be anonymous?

Yes. The results will be summarised and 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.

Article image provided by Kaspars Grinvalds/