STAR Survey 2016

22 April 2016

Survey of residents coming soon

As a resident of Waterloo Housing Group your feedback counts and we’re keen to hear your views.  During May we will be using an independent research company to carry out around 1000 STAR satisfaction surveys by telephone.  If you haven’t been surveyed for a while then you could get a call.

The STAR (national Survey of Tenants and Residents) is a nationally-recognised housing sector survey which we carry out annually.  For the second year running we will be using a company called Marketing Means to carry out the survey.  If you do get a call please take part in the survey.  The results will be used to help improve our service to you.

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 Yvonne Preiss 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 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 7.00pm, 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.  This year in our tenant survey we’ve included sections about employment and income, our new online service Your Waterloo, future housing plans and more in depth questions about our repairs and maintenance service.

Why do you want to ask me about income and employment?

We want to get a fuller picture of our tenants’ income and employment to help us to better support customers with the introduction of changes to benefits.

Why do you want to know if I’m looking to move home?

Knowing why our tenants are thinking about moving on helps us to understand whether we could be doing anything better to enable them to stay.  It’s in our interests to reduce the number of tenants who choose to move on.

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.