Updates to STAR Surveys

STAR is the best practice customer satisfaction framework for the UK housing sector. Revised with huge participation from 300 landlords and more than 13,000 tenants and leaseholders, STAR is the only co-created solution for consistently measuring comparable customer satisfaction nationally.


We have years of experience in running STAR and wider resident and customer experience surveys; in fact we run them every week. We use a range of methods – as recommended by HouseMark – including postal, telephone, online and SMS, as well as blended solutions to research the experiences and opinions of tenants, leaseholders and other residents.

In the recently revised STAR framework, HouseMark has reinforced the use of STAR to capture satisfaction, underlining the importance of giving residents their say:

  • STAR surveys need to be carried out every two years, instead of every three years
  • Mixed-method approaches are encouraged so that residents are able to respond to the survey via their chosen and easiest method
  • Revised and additional questions have been added to the framework, including five core, 15 recommended, and a number of optional ones. These include more focus on health and safety, trust and ease of access. These are all crucial after the Grenfell Tower tragedy
  • HouseMark have improved their visual representation and accessibility to include a new logo, star icons and emojis
  • A new star rating system will be introduced later this year

We have already actioned the changes in our recent STAR surveys and continue to deliver tangible actions that make a real difference to services, to customers and the wider community. We turn data into insight, so you can turn insight into action; and all of this with a human touch in a technology-driven world.

Whether it’s a one-off project, annual STAR, monthly or quarterly pulse surveys or weekly moments of truth CX surveys, we have the experience, skills and knowledge to meet your needs. Results can seamlessly be integrated in custom dashboards and video animations to help share findings. So talk to one of our team today about starting your STAR survey, on 0121 604 4664.