Introducing HouseMark STAR: The best practice customer satisfaction framework for the UK housing sector


Developed with unprecedented participation from 300 landlords and more than 13,000 tenants and leaseholders, HouseMark STAR is the only co-created solution for consistently measuring comparable customer satisfaction.

Listen to your customers. Reveal insights for improvement. Know how you compare.

Key features of the new framework include

Key features Detailed guidance Question library 

Guide to running perception surveys


(This logo can be saved for use on surveys, websites email footers etc as per the features guidance)

STAR Review

In May 2019 we launched a review of the STAR methodology in light of the challenges set out by the social housing green paper and the technological innovations in the collection and reporting of customer perception data since STAR was last revised. It aims to develop 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. 

A sector-wide survey was completed by more than 250 landlords, and regional workshops have taken place to explore the findings. Significant resident consultation has also been undertaken, with close to 8,000 online responses received and six resident workshops hosted by TPAS throughout the country. This represents one of the largest resident consultation activities in recent years and the findings of these exercises will be shared in October.

A first-look at the recommendations for the updated methodology were shared at HouseMark’s Housing Data and Analytics Summit on 1 October at Millennium Point, Birmingham. The draft proposals for the new framework were shared with the sector for consultation in December.

HouseMark STAR has been shared in a series of webinars. The updated HouseMark STAR guidance will be published and available here on Wednesday 29 January.

Latest news:

HouseMark launches new best practice customer satisfaction framework HouseMark STAR

New HouseMark STAR framework proposals shared for consultation

HouseMark shares 'overwhelming response' from residents as part of STAR review

Capturing the customer voice: HouseMark releases sector-wide research with input from more than 250 landlords

Customer experience: Are social landlords fit for the future?

HouseMark confirms involvement of more than 200 social landlords in STAR review

Using satisfaction data to drive a better customer experience

HouseMark announces review of sector-leading customer satisfaction methodology 


Latest publications:

Capturing the customer voice: How social landlords are gathering and using resident feedback in 2019

Transactional or perceptional? Read our tenant satisfaction research 


Previous STAR documentation:

Star guide   Star questions Star features

For more information about Star, please contact us.


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