TSM Customer Satisfaction Survey
2023/24 Tenant Satisfaction Measures
Survey of Tenants and Residents (STAR)
As part of our ongoing commitment to seek the views of our tenants, in 2020 we commissioned M·E·L Research to carry out a STAR survey (Survey of Tenants and Residents). The satisfaction survey is a chance for us to engage and found out view of our customers on the services we deliver. As the Council Plan states: "Our residents are at the heart of all we do."
The survey was sent (via SMS/email/post) to a random sample of 1,742 tenants - 70% of Barrow’s housing stock. A total of 568 completed questionnaires were returned, giving a response rate of 33% which was a 10% increase from the last survey carried out in 2015.
We received fantastic feedback which will enable us to shape our services going forward over the next five years.
Below are some key findings from the survey and here's the full copy of the 2020 Survey of Tenants & Residents
We will continue to work with tenant representatives and councillors to look at what we can learn from such surveys and how they can be used to improve our services.