Skip to main content

STAR survey

Tell us what you think

We’re asking tenants and leaseholders to share their views on the services we provide. We will be carrying out a Survey of Tenants and Residents (STAR) in August of all our tenants and leaseholders/shared owners.  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 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 Click it Local Voucher.

There are ten x  £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 Click it Local vouchers. Winners will be contacted by Brentwood Council.

Why is this survey taking place? 
Brentwood 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 Brentwood Borough Council. M·E·L Research are a social research and behavioural insights consultant based in Birmingham.

How will surveys be distributed?
If we have a current email address for you, you will be sent an email giving you a link to complete the survey online.  If we do not receive a response we will follow this up with a postal survey.  If we do not have a current email a survey will be posted to you with a cover letter and free postage return envelope. On the cover letter there will also be an option to complete the survey online. You will have the option to opt out of the survey.

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 Brentwood Council unless you give your permission to do so in the survey.

What if I want to opt out?
If you would like to op out of the survey and not receive any reminders, please return the survey blank or alternatively phone M·E·L Research’s free help line on 0800 073 0348.

How will the results be used?
The results from the survey will inform service improvement priorities for 2021/22. Where residents’ responses highlight particular service 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.

For more information, please look at our video...