NWH STAR Survey 2023
Next week, we’re launching our STAR Survey to gauge resident satisfaction. Your insights across all service areas will play a crucial role in shaping and enhancing the services we provide. Below is some further information about our STAR Survey.
What is the survey?
The survey is carried out every year and is based on a standard survey from the Welsh Government, which is used by other landlords across the country to measure satisfaction and compare with each other. This is being carried out on our behalf by ARP Research and Prevision Research.
A representative sample of up to 450 residents will be interviewed by telephone between November and December 2023. Older Persons, Extra Care, and supported tenants will NOT be interviewed by phone and instead, a representative sample of up to 400 will receive a paper copy of the survey.
A new approach
Ensuring our tenants are satisfied with our services is very important to us. Annually, we reach out with a survey to gather your thoughts on all our services, and this year, we’re making some changes to improve how we do this. Your feedback matters!
We’ve partnered with ARP, an independent market research company specializing in the housing sector. ARP, as well as sending surveys to tenants, will be making calls to tenants on our behalf to gather feedback on their satisfaction with NWH’s services.
Why are you doing this survey?
The Welsh Government requires all social landlords in Wales to carry out this survey at least every 2 years. Your feedback on our services is crucial, and the insights gathered will guide us in making improvements.
Why are you changing?
We’re adopting a new approach to gather more accurate and convenient tenant feedback while reducing waste. If you reside in Extra Care, Sheltered, or Supported Housing, you’ll still receive a survey. This method allows us to better understand tenant priorities, identify successful practices, and pinpoint areas that require improvement.
Who will call me if I’m asked to take part in the telephone survey?
Our research company ARP Research and their partners Prevision Research will call you with the survey questions.
Calls will come from 01908 278310. This is the number of the Prevision Research call centre in Milton Keynes.
ARP
ARP is an independent market research company committed to the Market Research Society code of conduct. Your input is confidential and solely used to enhance our services. We’ve collaborated closely with ARP to ensure secure data sharing and compliance with our Data Protection responsibilities.
When will I be called?
The survey starts on the 27th of November 2023, and will run until mid-December. Calls will be made anytime between 10 am and 9 pm, Monday to Friday.
My neighbour has received a phone call, why haven’t I received one?
The survey is being carried out with a representative sample of residents which has been randomly selected by ARP and is big enough to make sure we get statistically reliable results.
How do I enter the prize draw?
Simply take part in the survey if called on the telephone, or if you are in Older Persons, Extra Care, or supported housing, please return the questionnaire in the freepost envelope. Only one entry is allowed per household.
Opt-out and replacement questionnaires
If you wish to opt-out or need a replacement questionnaire, please call 01492 57 27 27 or send your name and address to [email protected].
How can I get more information?
If you’d like to speak to ARP Research directly, please call 0800 020 9564 (freephone), or email [email protected].
We will share what we learn from this survey on our website and social media channels. All information will be anonymised, and we won’t share individual feedback or comments.
If you want more information on this approach, please get in touch.
