1. Howard Cottage STAR Survey 2017 Results
Approach
Telephone survey in July 2017
Random selection of all residents (GN, sheltered and shared owners)
Pr er letter from Howard Cottage to 1000 homes
500 interviews completed
Overall results accurate to ± 3.62% at the 95% confidence level (for all residents, including shared owners)

2. Statistical Reliability

3. Comparison to 2016
*significant difference at 95% confidence level

4. Housemark Benchmarks (Renting Residents Only)

5. Housemark Benchmarks (All Residents)

6. Overall satisfaction with services
Base size 500; 500; Base size 431; 423; 431 Base size 48; 54; 53

7. Reasons
36/44

8. Your home

9. Reasons
18/27

10. Rent provides value for money
Base size 500; 500; Base size 431; 423; Base size 48; 54; 53

11. Query dealt with quickly and efficiently

12. Outcome of enquiry
Base size 436; 451; Base size 391; 390; 39 Base size 31; 44; 53

13. Reasons
77/79

14. Repairs and maintenance
Base size 500; 500; Base size 431; 423; Base size 48; 54; 53

15. Reasons

16. Recommend to friends and family30
+25
Tenure:
General Needs: 27
Sheltered: 21
2016:
Overall: 30
General Needs: 32
Sheltered: 19
49%
24%

17. Changes in Promoter Score

18. Conclusion
6 Year Trend Analysis

19. Recommendations
The following have strong influences and therefore are areas which Howard Cottage may benefit in focusing efforts on:
Repairs and maintenance- 6 year downward trend
Dealing with enquiries quickly and efficiently- 6 year downward trend
Final outcome of query – 6 year downward trend

20. Recommendations 2016
The following have strong influences and therefore are areas which Howard Cottage may benefit in focusing efforts on:
Repairs and maintenance- 5 year downward trend
Dealing with enquiries quickly and efficiently- 5 year downward trend
Keeping residents informed- 5 year downward trend
Final outcome of query – 5 year downward trend

21. Questions