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You told us what you thought

STAR survey

We have asked tenants and leaseholders to share their views on the services we provide, and we carried out a Survey of Tenants and Residents (STAR) in the summer of 2021. STAR is a standard survey which is used across the country by housing organisations so we can compare our results with other landlords.

By taking part in the survey, tenants and leaseholders have the opportunity to play a big part in shaping our services. The results of the survey are confidential and are vital in helping us make business decisions and shape future services. Anyone who completed it also has the chance of winning a £50 voucher!

Full report available here

Tenant Satisfaction Surveys 2021

Colchester Borough Council commissioned M.E.L Research to carry out a tenants’ satisfaction survey to gather feedback, to better understand how satisfied tenants are with their homes and associated services.

group of people

80%

satisfied with the overall service provided by Colchester Borough Homes

83% ↓ since 2018 survey

drill and hammer

81%

satisfied with the last repair they received

padlock

84%

satisfied that Colchester Borough Homes provides a home that is safe and secure

houses and tree

85%

satisfied with the overall quality of their home

78% ↑ since 2018 survey

person with phone

79%

satisfied that Colchester Borough Homes is easy to deal with

In total, 744 tenant surveys were completed. A sample of 2162 general needs tenants and a census of sheltered tenants (553) were sent a postal survey including a cover letter and free postage envelope. The cover letter also included details on how to complete the survey online.

Leaseholder Satisfaction Surveys 2021

Colchester Borough Council commissioned M.E.L Research to carry out a leaseholders’ satisfaction survey to gather feedback, to better understand how satisfied leaseholders are with their homes and associated services.

group of people

64%

satisfied with the overall service provided by Colchester Borough Homes

68% ↓ since 2018 survey

hammer

38%

satisfied with communal repairs

47% ↓ since 2018 survey

bricks

45%

satisfied with external building repairs

53% ↓ since 2018 survey

padlock

61%

satisfied that Colchester Borough Homes provides a home that is safe and secure

houses and tree

85%

satisfied with the overall quality of their home

83% ↑ since 2018 survey

person with phone

60%

satisfied that Colchester Borough Homes is easy to deal with

In total, 195 leaseholder surveys were completed. A census of leaseholders (1011) were sent a postal survey including a cover letter and free postage envelope. The cover letter also included details on how to complete the survey online.

Why does it take place?

Colchester Borough Council are conduct a STAR survey to help understand tenant and leaseholder satisfaction and how the services offered could be improved. Feedback to this survey is extremely valuable and helps to inform the council on decision making.

What is STAR?
The Survey of Tenants and Residents (STAR) is the nationally recognised industry standard survey of tenant and leaseholder satisfaction. It is carried out by over 300 social housing providers. Councils, Housing Associations, and Arm’s Length Management Organisations (ALMOs), all participate in STAR. The survey follows a design developed by HouseMark, who are the leading provider of housing benchmarking services for the UK.
How will the results be used?
The results from the survey will inform service improvement priorities for 2021/22. Where residents’ responses highlight particular services areas for improvement, then that will be reflected in the way in which we plan our work and set our priorities for the coming year.