STAR survey 2023/24

The Survey

Our STAR (Survey of Tenants and Residents) survey is an annual perception survey that we send out to tenants to get satisfaction data. This year marks the beginning of reporting the satisfaction data to the Regulator of Social Housing. 

The survey will ask tenants what they think about their home and the Housing and Property Services provided by the council. This is a census survey, and all North Kesteven District Council (NKDC) tenants will be invited to take part throughout February 2024.

Our survey is being carried out by Acuity, a market research company, and will be sent out to all NKDC tenants at the beginning of February 2024. The planned deadline for survey responses is Friday, 8 March 2024.

Below are some FAQ’s that you may have about the survey.

If you have any queries about the survey, please contact Housing Regulatory Assurance at HPSRegulation@n-Kesteven.gov.uk or Heather Metivier at Acuity on acuity@arap.co.uk or 01273 287114

FAQs

Who are Acuity?

Acuity Research & Practice (Acuity) provide tenant satisfaction surveys and benchmarking services, helping housing providers to improve services and engage with their tenants through an understanding of satisfaction, performance and profiling data. They have been providing consultancy services to the social housing sector for over 25 years.

How tenants can take part:

Postal questionnaire – At the beginning of February, all tenants will receive an envelope containing a covering letter from the Council, a questionnaire and a business reply paid envelope. Details on how to complete the survey online will also be included in the covering letter and a QR code will be printed on the front of all questionnaires.

Telephone interview – Some tenants may also be contacted by Acuity towards the end of February and asked to complete an interview with one of Acuity’s telephone interviewers. If a tenant receives a call from Acuity, the number displayed will be 01613940175, which is a Brighton Area code. If tenants see a missed call from this number and calls back, they will hear a recorded message informing them that someone from Acuity tried to call them to complete a survey for their landlord.

Are the surveys confidential and anonymous? 

The surveys are strictly confidential and all results will be given back to the Council anonymously, without identifying information attached . This means that individual feedback will not be responded to by either Acuity or the Council.

Are the surveys in line with data protection and what about quality standards?

Acuity is a company partner member of the Market Research Society and is registered with the Information Commissionaires Office, and in line with the Data Protection Act is not permitted to release any details to any other organisation. 

Under the Data Protection Act, Acuity is not permitted to release any information that would allow an individual to be identified without their prior active consent to do so. 

Acuity also holds ISO20252:2019, which is the quality standard for market research companies.

What address should tenants use if they have misplaced the reply-paid envelope?

If a tenant is unable to locate the reply-paid envelope, simply return it to the following FREEPOST address:

Freepost RTEH-CBRG-GEKY, Survey Replies, The Old Goods Shed, Station Yard, Ashburton, TQ13 7EF. You do not need a stamp. 

What happens to the questionnaires after the survey?

All the questionnaires that are returned to us are stored in a secure office for 3 months, after this period they are securely destroyed. A scanned copy of the completed questionnaires is stored for 12 months.

Who should tenants contact if they have a query about the survey that is not addressed here?

If you have any queries about the survey, please contact Housing Regulatory Assurance at HPSRegulation@n-Kesteven.gov.uk or Heather Metivier at Acuity on 01273 287114 or acuity@arap.co.uk. 

Want to know more about Acuity?

Acuity Research & Practice Limited, www.arap.co.uk

Registered Company No: 3503391