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STAR survey results

The STAR (survey of tenants and residents) is done every 2 years and it is a reputable way of gathering information on customer satisfaction.

506 of our tenants took part in our telephone survey carried out by Acuity on behalf of Somerset West and Taunton. The survey focused on finding out how happy our tenants are with the way that we carry out key services.

Please find some headlines below and click the link to read the Your Views easy to understand STAR report.

  • 85% of tenants are happy with their neighbourhood as a place to live and 70% feel that SWT makes a positive contribution to their neighbourhood.
  • 86% of tenants were satisfied with their last repair and 95% are happy with Gas Servicing arrangements, 77% of tenants were satisfied that they were told when our workers would call.
  • The majority of tenants are satisfied with the customer service they have received, the highest rating was received for helpfulness of staff at 84% and the lowest rating was for enquiry dealt with on first call at 64%.
  • Your suggestions for areas where we could improve the most included: customer contact, day-to-day repairs, communications and grounds maintenance.

The survey has provided valuable feedback to the council on how our services are received within the community, we will use this information to develop an action plan to improve and shape our services going forward.