Survey for Tenants and Residents (STAR)
We work hard to ensure we are building our services to work for you. We look at what we can change, how we can make improvements, find ways we can work better with you, and for you, and we are making progress.
Our Survey for Tenants and Residents (STAR) has seen us improve for the third year in a row in terms of overall customer satisfaction, but we know there is still plenty of work to be done. And we are doing it.
Thank you to everyone who completed our annual survey.
Customer satisfaction by type of home
| 55+ homes | 79% satisfaction (stayed same) |
| Young people and supported homes | 90% satisfaction (stayed same) |
| General homes | up 5% |
You also said we:
| Handle antisocial behaviour better | up 30% |
| Have got better at listening to you | up 18% |
| Treat you fairly | up 14% |
Customer Connect
Our Customer Connect promise to you is to be more accessible, more visible and actively work with you and for you.
Over the last year...
- Our Customer Connect Panel (CCP) has worked with us to oversee ten new policies
- Our Customer Scrutiny Panel (CSP) reviewed our Grounds Maintenance & Communal Cleaning services and and made over 30 recommendations which are now being carried out and we'll share more on this very soon!
- We supported 11 community groups with £11,000 between them as part of our community funding initiative 'It’s in Your Hands'.
Home improvements
Over the last year we have invested £33 million in your homes, which includes over £14 million in upgrades and new replacements.
We also work with over 30 local authorities in bringing much needed aids and adaptations to people’s homes when they need it most. Ensuring we treat residents respectfully when facing personal challenges is something our Housing Heroes-nominated team live and breathe.
| In 2022-2023, we carried out: | |
| 744 | minor adaptations |
| 248 | major adaptations |
Repairs
We are constantly reviewing this service to make it work as well as it can you for and be available when you need it most.
This last year we have:
Young people
We offer supported housing to young people aged 16-25 across four foyers in Warrington, Wigan, St Helens and Chester.
2022-23 was a great year for the young people as:
We hosted the second-ever Galactic Awards to recognise residents who've shown determination, perseverance and willingness to give themselves a great start to adult life.
We were once again recognised as being one of the best Foyer services in the UK by maintaining top accreditations across all four foyers - the highest grade you can achieve in the For Youth Accreditation.
We also supported our young people to pursue hobbies and interests by applying for talent bonds of up to £300 for a project or purchase that grows a talent, builds on a strength or develops a skill.
And we helped young people have the best possible start in life by:
- Offering a 25% rent reduction for those who are employed
- Offered additional cooking lessons
- Paying for AQA registration so that residents can get nationally recognised qualifications
Sustainability
SHIFT Environmental and Sustainability is a recognised independent sustainability standard which collates our data measuring CO2 emissions, new build standards, our commitment to sustainability and supply chain and procurement.
We are now welcoming requests from you to get electric car charges fitted to your property! You must have your own driveway for this, but we are continuing to work on how we can bring this to shared car-parking homes too.
Email: [email protected]
- Made energy efficiency improvements to over 1,800 homes
- Social Housing Decarbonisation Fund (SHDF) Wave 2.1
