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Star tenant survey methodology under review after green paper

The most widely used tenant satisfaction survey in the social housing sector could be set to undergo changes after the system’s creator launched a review of its methodology following the publication of the Social Housing Green Paper.

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Picture: Getty
Picture: Getty
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Business intelligence advisor HouseMark has today launched a consultation on its Star customer perception system.

It is asking social housing professionals to join a sounding board for the review, which is scheduled to take place over the summer with results in September.

Laurice Ponting, chief executive of HouseMark, said: “We know that Star provides landlords with the insights needed to drive better real-life experiences for tenants.

“It has been the dominant framework since its release in 2011, but we believe that in light of both the green paper, and innovations in this area from out of sector, the time is right to review its methodology.


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“Recognising that social tenants have less opportunity to switch providers should not be used as an excuse for poor customer experience.”

Published by the government last August as a response to the Grenfell Tower fire, the Social Housing Green Paper signalled a new emphasis on consumer standards in the sector.

The Star survey was first released in 2011 and was used by more than 300 social landlords in 2018. It was last reviewed in 2015.

HouseMark said it aims “to come up with a modern yet consistent framework for measuring customer satisfaction that allows like-for-like comparisons but also enables landlords to make use of the data to drive improvements”.

The review will be conducted with input from customer experience specialists Acuity and TLF Research.

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