Improving the housing service we deliver
Page updated on: 09/06/2025
STAR Tenant Satisfaction Survey
Residents living in Council owned homes can help us to shape and improve the housing services we provide by taking part in the STAR Tenant Satisfaction Survey.
Tell us what you think about the quality of your home, repairs service, grounds maintenance, tenancy support, communication, the neighbourhood and a range of other topics.
The survey is being carried out on our behalf by Acuity. If you live in a Council owned home, you will be contacted via e-mail or text message with an online link to the survey. We will post a copy of the survey to you if we don’t have your e-mail address or phone number.
A random sample will also be contacted via telephone to complete the survey.
Please make every effort to complete the survey. These results really do help us to plan our work, shape the service and improve.
FAQs
Please complete the survey by 11 July.
The results of the STAR Tenant Satisfaction Survey will help us to plan our work, shape the service and improve.
In December 2023, 5,000 residents living in Council owned homes were randomly selected to share their views. Based on your feedback, since the last survey in December 2023 we have:
Introduced an appointment system for repairs
Started to increase our repairs workforce
Developed a cleansing and maintenance service focusing on Council owned housing estates and communal areas
Aimed to increase the visibility of Housing Officers, helping you to get to know them better as well as highlighting the range of support they provide
Met with residents across our Sheltered Housing Schemes to learn more about what they want and need from the Housing Service we deliver
Continued to tackle anti-social behaviour and breaches of tenancy as well as using CCTV to keep our homes and communities safe
Introduced a dedicated Engagement Officer to our Housing Services team who is focusing on providing better communication, in a variety of formats, with tenants. This has included the development of a Tenant Panel, chaired by the Cabinet Member for Homes to help us make decisions and shape the housing service we deliver. This panel will meet for the first time this month. E-mail us to get involved
If we hold an e-mail address or phone number for you, a link to the online survey will be sent to you. Please click on the link to complete the survey.
If we don’t hold an e-mail address for you, you will receive a paper copy of the survey posted to your address.
Acuity are administering the survey on our behalf.
Acuity Research & Practice (Acuity) provide tenant satisfaction surveys and bench marking services, helping housing providers to improve services and engage with their tenants through an understanding of satisfaction, performance and profiling data. They have been providing consultancy services to the social housing sector for over 26 years.
The survey is strictly confidential and if requested, the results can be returned to us anonymously without your name attached.
All the calls are recorded for training and quality purposes. Acuity is a company partner member of the Market Research Society and is registered with the Information Commissioners Office, and in line with the Data Protection Act is not permitted to release any details to any other organisation. Under the Data Protection Act Acuity is not permitted to release any information that would allow an individual to be identified without their prior active consent to do so. Acuity also holds ISO20252:2019, which is the quality standard for market research companies.
Please e-mail communitymatters@carmarthenshire.gov.uk or call 01267 234567
Please e-mail communitymatters@carmarthenshire.gov.uk or call customer services on 01267 234567.
