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Along with our customer-led panels, we will also carry out customer surveys.

We may contact you after you have received a particular service to ask about your experience.

Spending a few moments taking part in these surveys gives us a real insight into whether we are delivering great services.  They also help us to improve the way that we work and identify areas where we can improve.

STAR survey - you said, we listened

Thank you to everyone who took part in the STAR survey.  The independent research into our homes and services that was carried out last year.

There was a great response to the survey with 3,862 customers across the Group, taking part and sharing their views.

You told us...

Survey Results
Overall satisfaction 79%
Quality of home 80%
Neighbourhood as a place to live 89%
Rent provides value for money 84%
Service charge provides value for money 71%
Repairs and maintenance service 64%

Taking action

You told us that you feel that our repairs service is falling short.

The Homes board and customer panels have worked together to develop action plans to improve the service for you.  Some of those changes have already taken place, including:

  • Extended office opening hours.
  • New targets for answering calls and resolving queries at first point of contact.
  • The launch on our new 'virtual' customer services team.
  • The appointment of a new gas services and maintenance contractor, who will deliver improved repair timescale targets.
  • Improvements to our out of hours service.
  • Delivering new and improved responsive repairs timescale targets.

Your views are really important to us

Your views are really important to us.  You don’t have to wait until the next satisfaction survey to tell us how we are doing.  Please visit out Let's Talk campaign to find out more about the work of our involved customers.