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STAR Survey 2017

As a tenant or resident of Tai Calon your feedback counts and we’re keen to hear your views.

As a tenant or resident of Tai Calon your feedback counts and we’re keen to hear your views. During September and October we will be using an independent research company to carry out around 2000 STAR (Survey of Tenants and Residents) satisfaction surveys by post, email or telephone. So you may receive a questionnaire through the post, by email or a telephone call.

STAR is a nationally-recognised housing sector survey which we carry out annually. We will be using a company called ARP Research to carry out the survey. If you do receive a survey or a call, please take part in the survey (there is also the chance to win prizes in shopping vouchers). 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 Mark Davies or Louise Burgwin at mark.davies3@taicalon.org or louise.burgwin@taicalon.org

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 housing providers.

Who is taking part in the survey?

A third of our tenants will be randomly selected to take part in the satisfaction survey. This year it is being carried out by email, post and telephone during September and October. Please take part in the survey if you receive a call or a survey as we really value your views.

Who is carrying out the survey?

We are working with a research company called ARP Research to carry out our STAR survey. 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 contact us at Tai Calon on 0300 303 1717, or info@taicalon.org

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 telephone survey?

Our research company ARP Research will call you with the survey questions.

When will I be called?

Calls are made anytime between 9.30am and 8pm, Monday to Friday.

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 repairs, communications and value for money.

Will my results be anonymous?

Your information will be held securely, and any data we share with ARP Research is done only for the purposes of the survey, and in accordance with the Data Protection Act. No data is processed without Tai Calon’s consent, and no personally identifiable information will be retained after the survey is complete.

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.

In early 2018, we will feedback through our website and tenants’ newsletter about the findings and what we plan to do as a result of them.tomer Services STAR Survey FAQ

I’ve not received a survey, but I’d still like to take part?

That’s fine, you can either:

  • Go to www.taicalon.org/HaveYourSay and complete the survey online
  • Pick up a paper survey and freepost envelope from our reception area and post it off.
  • Or we can post you a survey.
  • Get in touch
  • 0300 303 1717
  • info@taicalon.org
  • Text taicalon to 60030,
    followed by your message.