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Listening to our customers

Listening to our customers

Customer satisfaction is very important to us. Our last Survey of Tenants and Residents (STAR) ran in January and February 2020, before any major impact from the coronavirus crisis. Here are some of the key results.

STAR survey

STAR is carried out by an independent research organisation, The Leadership Factor, on behalf of Together Housing every six months. They telephone 1,500 randomly selected customers who are asked for their views on our services, their home and our communications.

The Customer Service Index is our key measure of satisfaction. In the previous survey, this measure was 79.5%. In 2020 there has been a very small decline to 79.1%. This is not a statistically significant difference, so customer satisfaction has stayed broadly the same since the previous survey.

Our strongest performance areas are (scores measured out of 10):

  • Your rent provides value for money (8.5)
  • Ease of contacting Together Housing (8.4)
  • Overall quality of your home (8.2)

The areas we are working hard to improve in are:

  • Together Housing listens to your views and acts upon them (7.4)
  • Your service charge provides value for money (7.5)
  • The way Together Housing deals with Repairs and Maintenance (7.5)

The next STAR begins on 1st July. The interviews are optional and will take around 5-10 minutes to complete. 

Together Housing uses the results to understand customers’ needs so we can develop our services. We also use surveys to compare our performance with other housing providers.

This is your opportunity to have your say about the way we run our services. If we are getting something wrong, we need to know how we can improve. We listen to our customers and use your feedback to provide consistently good services. 

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