Thank you to those who have completed a STAR survey this year! These surveys are carried out annually by all registered social landlords to help us understand how satisfied customers are with our services.
We’re proud that your satisfaction has grown in several key areas, but your insights also identified some service areas that need improvement.
Compared to last year’s results, you are more satisfied or as satisfied about things like:
- The quality of your home – 73% satisfied (up by 4%)
- Our repairs service overall – 61 % satisfied (up by 2%)
- Our approach to tackling anti-social behaviour – 60% satisfied (up by 1%)
- Rent as value for money – 76% satisfied (stayed the same)
- How we listen to you and act on what you say – 52% satisfied (stayed the same)
However, you are slightly less satisfied about:
- Our services overall – 67% satisfied (down by 1%)
- Neighbourhood as a place to live – 78% satisfied (down by 4%)
- Service charge as value for money – 62% satisfied (down by 1 %)
- Feeling safe and secure in your home – 79% satisfied (down by 1%)
- Opportunities to support our decision-making – 58% satisfied (down by 1%)
- Your trust in us as a landlord – 63% satisfied (down by 2%)
The full STAR survey results
You can read more here, and check our results from previous years.
What happens next?
We are delving deeper into the areas where our satisfaction has dropped, and we’ll be asking you what we can do to improve. We are also looking at what we’ve done well, to learn from our successes and do more of it.
We launched our fresh corporate plan this month, which gives us a clear roadmap for improving our services over the next five years.
It outlines our new purpose – to provide homes and invest in the places and
communities we serve – and sets out clear actions to take along the way. We hope that by making changes to the ways we work, we can drive up customer satisfaction going forward.
For example, using data to predict and prevent problems before they become repairs issues may increase your trust in us overall, and investing in the regeneration of our outdoor spaces should increase your satisfaction in your community as a place to live.
As always, we want to be guided by your experiences and ideas, so if you have something you’d like to speak to us about – whether it’s something you are happy or unhappy with – please contact us on 0300 123 2100 or TheHub@V2C.org.uk.