Over the next two weeks our customers will start to receive their copies of our annual satisfaction of tenants and residents (STAR) survey. This year we’re inviting over 6,000 of our housing and support customers to complete the survey by paper or online formats by 31 August.

We distribute the survey in partnership with Housemark who provide us with four core questions and a suite of over 250 optional questions which we use to build our own surveys. This year, Housemark and Acquity have made some improvements to their framework including new questions and a star rating so we can easily benchmark with other organisations.

Read more about how we benchmark against other social landlords with Housemark, Acquity and the updated STAR model here.

Some exciting new questions have been added this year such as: What three words would you use to describe Hafod? We have also worked hard to ensure the right customers receive the right questions, resulting in 10 variations which are tailor made to each customer type.

The surveys can be taken below:

General Needs with site services

General Needs without site services

WHP

Cartrefi

Leaseholders

Extra Care

Static Support

Static Support with meals

Floating Support

Partnership schemes

When the survey closes on 31 August 2020 we will be working hard to code and analyse the data to create reports and interactive dashboards to help us to get the best possible picture of our customers perception of Hafod to inform service improvements for the future. You can read last years full report here.