Tenant Satisfaction Survey
Every year, we ask Hafod tenants for their opinions on the housing services we provide. Tenants' opinions help us to measure our service standards and understand what our tenants want from Hafod as a landlord. We also ask tenants questions about themselves, so we can tailor our services to meet indivudals' needs.
The STAR survey
Since 2012 we have used the HouseMark STAR (Survey of Tenants And Residents) model for our tenant survey. The STAR survey has been designed to be relevant to tenants and landlords, and many questions are related to the Welsh Government's Regulatory Framework for Social Landlords.
Our annual survey covers half of Hafod tenants each year, divided by Local Authority area. In 2017, all Hafod tenants in Bridgend, the Vale of Glamorgan, Merthyr Tydfil and Torfaen were included in the survey. Tenants in Cardiff, Rhondda Cynon Taf and Newport were surveyed in 2016 and are being surveyed again this year.
In 2017, 90% of the tenants who took part in the STAR survey said they were either "Very Satisfied" or "Fairly Satisfied" with Hafod's services overall. It's a great response from our tenants and we're proud that we deliver services that meet our tenants' needs. Our tenants told us lots more about the work Hafod does and you can read the full STAR 2017 Report here to find out what they had to say.
Making lives better
We want to make sure that our tenants get the outcomes they deserve from the services we provide. The STAR survey includes a wide range of questions that we use to measure how well we are achieving these outcomes. We also ask tenants what difference Hafod's services have made to them - here's what they had to say!
What about dissatisfied tenants?
Throughout the year, we carry out follow-up work to determine the root causes of dissatisfaction and make sure we are providing services that are fair to everybody. If you took part in the most recent survey and said that you were dissatisfied with our work in any way, you might get a call from us, to see what we could have done to make things better.
You can compare our latest results with tenant satisfaction since we introduced the STAR questionnaire in 2012, with this year-on-year comparison table.
We appreciate the time our tenants take to fill in the survey and give us their views on how to make our services better. As a little token of our appreciation, everyone who takes part is entered into a prize draw to win one of five cheques for £100!
Other ways to have your say
The annual tenant satisfaction survey is one of the easiest ways to have your say about Hafod's services. If you would like to get involved in other ways, check out our Tenant Participation pages to see how you can make a difference to the way we work.