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
The question library, guides to running perception and transactional surveys, and STAR review summary will be published online in the coming weeks.
(This logo can be saved for use on surveys, websites email footers etc as per the features guidance)
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.
Previous STAR documentation:
For more information about Star, please contact us.
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Guest blog by Jo Oliveira from Unboxed Consulting.
Early-adopter providers across England and Wales have joined HouseMark’s Predictive Analytics Project