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Tenants and Leaseholders, have your say in the STAR Survey

STAR survey

Tell us what you think…

We’re asking tenants and leaseholders to share their views on the services we provide. From time to time, we carry out a Survey of Tenants and Residents (STAR). STAR is a standard survey which is used across the country by housing organisations so we can compare our results with other landlords.  

Tenants and leaseholders who have received a code for the STAR survey can complete the survey here.

Anyone who would like to take part in the survey but requires a code should contact 

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 completes also has the chance of winning a £50 voucher!* 

For more information, please contact 01206 282514 or email

*There are twenty £50 vouchers available. Winners will be selected at random once they have submitted a completed survey. Tenants and leaseholders selected as a winner will each receive a prize of 1 x £50 Love2Shop vouchers. Winners will be contacted by Colchester Borough Homes.

STAR Survey of tenants and leaseholders FAQ

Why is this survey taking place?

Colchester Borough Council are conducting 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 will help 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.

Is the survey legitimate?

Yes – the survey is being ran by M·E·L Research, an independent research agency, on behalf of Colchester Borough Council. M·E·L Research are a social research and behavioural insights consultant based in Birmingham.

How will surveys be distributed?

Those selected to complete a survey will be sent a postal survey with a cover letter and free postage return envelope. On the cover letter will also be an option to complete the survey online. Some will instead receive an online invite via either email or mobile to complete the survey. In the instance we don’t see a response to the online invite, they will then be sent a postal survey in the reminder mailing.

Will my answers be anonymous?

Yes – all surveys will be returned to M·E·L Research who will compile the data and feedback to the Council on a total basis – Any identifying or personal data will not be provided with your answers back to Colchester Borough Council unless you give your permission to do so in the survey.

What if I want to opt out?

If you would like to opt out of the survey and not receive any reminders, please return the survey blank or alternatively phone MEL Research’s free call help line on 0800 073 0348. If you don’t wish to participate, please let us know, so we can offer another resident the opportunity.


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.