Our Thoughts

Housemark STAR Review Update

1st October 2019

TLF Research have been working with Housemark to review the current STAR Customer Satisfaction Framework for the housing sector.

We're really pleased to be able to share the finding from the first stage of the review - the consultation with social housing landlords and sectors specialists. More than 250 providers took part in the sector-wide survey, making this the most extensive research of its kind.

Talking about the research HouseMark Chief Executive Laurice Ponting said: “Capturing the customer voice to improve ways of working and shape services is essential. It is also a key tool to enable the sector to respond proactively to emerging policy direction. The scale of response from across the sector demonstrates the huge interest and enthusiasm from landlords to engage with residents to improve their services."

Some of the key findings on Social Landlords usage of research taken from the report include:

What surveys are Social Landlords carrying out?

  • 90% of carry out a general perception survey
  • 91% of carry out transactional survey following a responsive repair, but just over half (54%) survey after planned maintenance
  • Just under half (47%) survey following a complaint

What are landlords doing with the results?

  • 88% report the results to the board / exec team, with 82% identifying action to be taken
  • 79% communicate the reults to tenants in some form
  • 1 in 5 (21%) use the results to maange third party suplliers (repairs contracters for example)

What measures are being used?

  • 74% measure Satisfaction with repairs and maintenance
  • Less than half measure value for money on rent (48%) and service charges (39%)
  • The relatively new metric 'Right 1st time' is gaining popularity, with 42% of social landlords now measuring this

How advanced is the sector's customer research and analysis?

  • The vast majority are social landlords 'struggle to make good use' of customer satisfaction data - 58% are developing their approach

Plans for the future?

  • 72% of landlords are currently reviewing their approach to gathering and using customer feedback

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