Capturing The Customer Voice – phase 1 of the review published

Resident satisfaction surveys continue to be an essential tool used to shape services, improve ways of working and enhance the customer experience of residents across the social housing sector.

In 2011, HouseMark launched what is now the dominant framework for capturing and comparing customer satisfaction, STAR. With more than 300 landlords regularly using it to compare customer satisfaction metrics, the framework has been successfully delivering data-driven insights to support housing providers make measurable improvements in the service they provide to their residents.

Eight years on, and keen to maintain an up-to-date approach to capturing customer satisfaction data, HouseMark has launched a review of the STAR framework. The idea is to ensure it provides social housing landlords with the best possible insights to deliver and demonstrate an excellent customer experience.

As a first step, HouseMark invited social landlords and sector specialists (including me) to complete a survey to share how they currently collect resident feedback and what they do with this data.

Brilliantly, over 250 landlords responded. They include all types of social housing provider – from big to small, ALMOs to associations – delivering the most extensive piece of research of its kind.

This fantastic response demonstrates the huge interest, appetite and enthusiasm from landlords to engage with residents to improve their services. As a result, we have a strong foundation for HouseMark to build a framework for the future.

This short summary report shares the findings from the first phase of research. Click  here to download the report.

What’s next?

Consultation with tenants is well underway: a process involving around 7,000 and including six TPAS-facilitated workshops is on target to help create a new framework for design and tested during October/November and publication in December.

As always, if you have any questions about resident satisfaction measurement please contact us.


About Denise Raine

Denise Raine is a Director of Acuity Ltd, and has specialised in tenant satisfaction and feedback research for more than 20 years.
Comments are closed.