STAR survey

We want to hear your voices and respond to what you say. Each year, we ask you about your experiences with us, so we can continue to improve the services you receive. This year, we’ve taken on board the many comments we’ve received about the length of the survey and cut down the number of questions we ask by sticking to those that matter most.

FAQs

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What is STAR?

STAR stands for ‘Survey of Tenants and Residents’ and is a survey which we send to our customers every year to find out what they think of our services. Most of the questions we ask have been designed by HouseMark, an organisation that helps businesses to collect and analyse data, but some questions have been added by us.

A number of other social landlords, councils and housing associations use STAR to find out what their customers think and we also use the results to compare our performance to other organisations.

How long will it take me to do the survey?

This questionnaire shouldn’t take much more than 10-15 minutes to complete and completed surveys should be submitted to us by 16th September 2019.

Is it available in different formats?

Yes, the survey can be completed on paper, web or mobile devices. The survey is also available in larger print, please contact us on 0800 024 8968 or email us at enquiries@hafod.org.uk if you would like to complete the survey in a different format.

What if I’m a joint tenant?

If there’s more than one adult listed as a tenant in your household, you can either complete the paper survey we have sent in the post and an additional online survey, or contact us if you would like a second paper survey.

What are the questions about?

Some of the questions are about our services and some of them are about you. We ask about your experiences as one of our customers and what you think about the services we provide so we can make changes and improvements to our services based on our customers views.

We ask about you, anyone who lives with you and your personal circumstances to make sure our services are fair to everybody. You don’t have to answer every question but it’s a real help to us if you do. Your answers are confidential and are only used to plan and improve our services.

Why do we need to know these things?

Other landlords also ask their tenants the same questions. We can compare results and share good practice with HouseMark and with the Welsh Government. We ask about personal circumstances so we can see if the things we do affect different customers in different ways.

This helps us to plan our work and make sure we do not discriminate against anyone, in accordance with equality law. You don’t have to answer every question if you think they’re getting too personal, but it’s a real help to us if you do. Your answers are confidential and are only used to plan and improve our services. You can read more about our privacy statement here.

What is HouseMark?

HouseMark is one of the UK housing sector’s largest membership organisations, providing solutions and opportunities to drive performance improvements. When we have finished collecting all of your responses, we will report certain things to HouseMark so that our performance can be compared to other housing associations. You can read more about HouseMark and what they do here.

If you have any questions that aren’t covered in this section, please contact us on 0800 024 8968 or via enquiries@hafod.org.uk for further information.