STAR Survey

Core

Q1
		Very Satisfied		Fairly Satisfied		Neither		Fairly Dissatisfied		Very Dissatisfied
	Taking everything into account, how satisfied or dissatisfied are you with the service provided by [your social housing provider]?
	How satisfied or dissatisfied are you with the overall quality of your home?
	How satisfied or dissatisfied are you with your neighbourhood as a place to live?
	How satisfied or dissatisfied are you that your rent provides value for money?
	How satisfied or dissatisfied are you that your service charges provide value for money?
	Generally, how satisfied or dissatisfied are you with the way [your social housing provider] deals with repairs and maintenance?
	How satisfied or dissatisfied are you that [your social housing provider] listens to your views and acts upon them?

General Services

Q2
		Very Satisfied		Fairly Satisfied		Neither		Fairly Dissatisfied		Very Dissatisfied
	How satisfied or dissatisfied are you with the overall condition of your home?
	How satisfied or dissatisfied are you that Superior Housing Association gives you the opportunity to make your views known?
	How good or poor do you feel [your social housing provider] is at keeping you informed about things that might affect you as a resident?
	How satisfied or dissatisfied are you that Superior Housing Association treats you fairly?

Q3	How likely would you be to recommend Superior Housing Association to family or friends?
		Very Likely
		Fairly Likely
		Neither
		Fairly Unlikely
		Very Unlikely

Q4	How likely would you be to recommend Superior Housing Association to family or friends on a scale of 1 to 10, where 1 is not at all likely and 10 is extremely likely?
		1 Not at all likely
		2
		3
		4
		5
		6
		7
		8
		9
		10 Extremely likely

Q5	How satisfied or dissatisfied are you with the way Superior Housing Association deals with the following?
		Very Satisfied		Fairly Satisfied		Neither		Fairly Dissatisfied		Very Dissatisfied
	Anti-social behaviour
	Complaints
	Your enquires generally
	Moving or swapping your home (transfers and exchanges)

Q6	Are you aware of Superior Housing Association published service standards?
		Yes
		No

Q7	Are you aware of how to challenge Superior Housing Association published service standards?
		Yes
		No

Q8	How satisfied or dissatisfied are you with gas servicing arrangements?
		Very Satisfied
		Fairly Satisfied
		Neither
		Fairly Dissatisfied
		Very Dissatisfied

Service Priorities

Q9	Which of the following services would you consider to be priorities?(PLEASE TICK YOUR TOP THREE ONLY)
		Keeping residents informed
		The overall quality of your home
		Listening to residents' views and acting upon them
		Repairs and maintenance
		Dealing with anti-social behaviour
		Your neighbourhood as a place to live
		Value for money for your rent (and service charges)
		Support and advice on claiming welfare benefits and  paying rent

Perceptions

Q10
		Agree Strongly		Agree		Neither		Disagree		Disagree Strongly
	Superior Housing Association provides an effective and efficient service
	Superior Housing Association is providing the service I expect from my landlord
	Superior Housing Association treats its residents fairly
	Superior Housing Association has a good reputation in my area
	Superior Housing Association has friendly and approachable staff
	I trust Superior Housing Association

Advice & Support

Q11	Thinking about your rent and income, how satisfied or dissatisfied are you with the advice and support you receive from Superior Housing Association with the following?
		Very Satisfied		Fairley Satisfied		Neither		FairleyDissatisfied		Very Dissatisfied		Not Applicable
	Claiming housing benefit and other welfare benefits
	Managing your finances and paying rent and service charges

Q12	How satisfied or dissatisfied are you with the advice and support you receive from Superior Housing Association with the following?
		Very Satisfied		Fairley Satisfied		Neither		FairleyDissatisfied		Very Dissatisfied		Not Applicable
	Moving home
	Support for new tenants
	Support for vulnerable tenants

Contact & Communication

Q13	Have you contacted Superior Housing Association in the last 12 months with a query other than to pay your rent or service charges?
		Yes
		No

Q14	Was getting hold of the right person easy or difficult?
		Easy
		Difficult
		Neither

Q15	Did you find the staff helpful or unhelpful?
		Helpful
		Unhelpful
		Neither

Q16	Was your query answered within a reasonable time?
		Yes
		No

Q17	If you have made contact with Superior Housing Association in the last 12 months, how satisfied or dissatisfied were you with the following?
		Very Satisfied		Fairley Satisfied		Neither		FairleyDissatisfied		Very Dissatisfied
	The ability of staff to deal with your query quickly and efficiently
	The final outcome of your query

Q18	Do you have access to the internet at home?
		Yes
		No

Q19	Which of the following methods of being kept informed and getting in touch with Superior Housing Association
		Email
		Telephone
		Text / SMS
		In writing
		Visit to the office
		Visit to your home by staff
		Open meetings
		Newsletter

Other - please state

Q20	Are you satisfied with the cost of contacting Superior Housing Association by telephone?
		Yes
		No

Neighbourhood

Q21	To what extent are any of the following a problem in your neighbourhood?
		Major Problem		Minor Problem		Not a Problem
	Car parking
	Rubbish or litter
	Noisy neighbours
	Dog fouling / dog mess
	Other problems with pets and animals
	Disruptive children / teenagers
	Racial or other harassment
	Drunk or rowdy behaviour
	Vandalism and graffiti
	People damaging your property
	Drug use or dealing
	Abandoned or burnt out vehicles
	Other crime
	Noise from traffic

Q22	In the last three years, would you say your neighbourhood has improved or declined?
		Greatly improved
		Slightly improved
		Stayed the same
		Slightly declined
		Greatly declined

Responsive Repairs

Q23	Have you had any repairs to your home in the last 12 months? If YES, go to Q25
		Yes
		No

Q24	Thinking about the last repair completed, how satisfied or dissatisfied were you with the following?
		Very Satisfied		Fairly satisfied		Neither		Fairly dissatisfied		Very Dissatisfied
	Being told when workers would call
	Being able to make an appointment
	Time taken before work started
	The speed of completion of the work
	The attitude of workers
	The overall quality of work
	Keeping dirt and mess to minimum
	The repair being done ‘right first time’
	The contractors doing the job  you expected
	The repairs service you received on this occasion

Q25	Did the contractor show proof of identity?
		Yes
		No

Q26	Was the repair appointment kept?
		yes
		No

Service specific - ASB

Q27	Have you reported anti-social behaviour to Superior Housing Association in the last 12 months?
		Yes
		No

Q28	At the beginning, how easy or difficult was it to contact a member of staff to report your anti-social behaviour complaint?
		Very Easy
		Fairly Easy
		Neither
		Fairly Difficult
		Very Difficult

Q29	How would you describe the member of staff dealing with your anti-social behaviour complaint?
		Always		Usually		Occasionally		Never
	Helpful
	Courteous
	Sensitive
	Responsive
	Knowledgeable

Q30	How would you rate how quickly you were initially interviewed about your complaint (either in person or over the phone)?
		Good
		Fair
		Poor
		Don't Know

Q31	How satisfied or dissatisfied were you with the following aspects of the anti-social behaviour service?
		Very Satisfied		Fairly satisfied		Neither		Fairly dissatisfied		Very Dissatisfied
	The advice provided by staff
	How well you were kept  up to date with what was happening throughout your anti-social behaviour case
	How well Superior Housing Association kept to the agreed action plan
	The support provided by staff
	The speed with which your anti-social behaviour case was dealt with overall
	Overall, how satisfied or dissatisfied are you with the final outcome of your anti-social behaviour complaint?
	Overall, how satisfied or dissatisfied are you with the way of your anti-social behaviour complaint was dealt with?

Q32	How willing would you be to report any anti-social behaviour to Superior Housing Association in the future?
		Very Willing
		Fairly Willing
		Neither
		Fairly Reluctant
		Very Reluctant

Service specific - Complaints

Q33	Are you aware of that Superior Housing Association has a formal complaints procedure?
		Yes
		No

Q34	Have you made a complaint to Superior Housing Association in the last 12 months?
		Yes
		No

Q35	How satisfied or dissatisfied were you with the following aspects of the complaints service?
		Very Satisfied		Fairly satisfied		Neither		Fairly dissatisfied		Very Dissatisfied
	How easy it was to make your complaint
	The information and advice provided by staff
	How well you were kept informed about the progress of your complaint
	The support you received while your complaint was dealt with
	The speed with which your complaint was dealt with
	Overall, how satisfied or dissatisfied are you with the way your complaint was handled by Superior Housing Association?
	Overall, how satisfied or dissatisfied are you with the final outcome of your complaint?
	How willing would you be to make a complaint to Superior Housing Association in the future?

Service specific - Estate services

Q36	How satisfied or dissatisfied are you with the overall appearance of your neighbourhood?
		Very Satisfied
		Fairly satisfied
		Neither
		Fairly dissatisfied
		Very Dissatisfied

Q37	How satisfied or dissatisfied are you with the grounds maintenance, such as grass cutting, in your area?
		Very Satisfied
		Fairly Satisfied
		Neither
		Fairly Dissatisfied
		Very Dissatisfied
		Not Applicable

Q38	How satisfied or dissatisfied are you with the cleaning of the following?
		Very Satisfied		Fairly satisfied		Neither		Fairly dissatisfied		Very Dissatisfied		Not Applicable
	Internal communal areas
	External communal areas
	How satisfied or dissatisfied are you with the overall estate services provided by [your social housing provider]?
	How satisfied or dissatisfied are you with the value for money of overall estate services provided by Superior Housing Association?

Demographics

Q39	Please tell us who lives with you in your household PLEASE TICK A BOX FOR EACH PERSON
		Main tenant / lessee
		Partner
		Person 3
		Person 4
		Person 5
		Person 6
		Person 7
		Person 8
		Person 9
		Person 10

Please tell us the age and gender of everyone who lives with you in your household

Q40

Main tenant / lessee - Age

Q40_1	Main tenant / lessee - gender
		Male
		Female

Q40a

Partner - Age

Q40a1	Partner - gender
		Male
		Female

Q40b

Person 3 - Age

Q40b1	Person 3 - gender
		Male
		Female

Q40c

Person 4 - Age

Q40c1	Person 4 - gender
		Male
		Female

Q40d

Person 5 - Age

Q40d1	Person 5 - gender
		Male
		Female

Q40e

Person 6 - Age

Q40e1	Person 6 - gender
		Male
		Female

Q40f

Person 7 - Age

Q40f1	Person 7 - gender
		Male
		Female

Q40g

Person 8 - Age

Q40g1	Person 8 - gender
		Male
		Female

Q40h

Person 9 - Age

Q40h1	Person 9 - gender
		Male
		Female

Q40i

Person 10 - Age

Q40i1	Person 10 - gender
		Male
		Female

Q41	Are your or any household member's day to day activities limited because of a health problem which has lasted, or is expected to last, at least 12 months?
		Yes, limited a lot
		Yes, limited a little
		No

Q42	What is your  ethnic group?
		White
		- English / Welsh / Scottish / Northern Irish / British
		- Irish
		- Gypsy or Irish Traveller
		- Any other White background
		Mixed / multiple ethnic groups
		- White and Black Caribbean
		- White and Black African
		- White and Asian
		- Any Other Mixed / multiple ethnic background
		Asian / Asian British
		- Indian
		- Pakistani
		- Bangladeshi
		- Chinese
		- Any other Asian background
		Black / African / Caribbean / Black British
		- African
		- Caribbean
		- Any other Black / African / Caribbean background
		Other ethnic group
		- Arab
		- Any other ethnic group

Q42a	What is your  partner's ethnic group?
		White
		- English / Welsh / Scottish / Northern Irish / British
		- Irish
		- Gypsy or Irish Traveller
		- Any other White background
		Mixed / multiple ethnic groups
		- White and Black Caribbean
		- White and Black African
		- White and Asian
		- Any Other Mixed / multiple ethnic background
		Asian / Asian British
		- Indian
		- Pakistani
		- Bangladeshi
		- Chinese
		- Any other Asian background
		Black / African / Caribbean / Black British
		- African
		- Caribbean
		- Any other Black / African / Caribbean background
		Other ethnic group
		- Arab
		- Any other ethnic group

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