Your feedback counts – take part in our customer satisfaction survey

This year’s customer satisfaction survey (STAR) has been launched and you may receive a phone call from bpha staff asking questions.

We aim to contact over 1,500 customers by telephone between 17 January and the end of February.

We will be carrying out the survey on weekday evenings up to 8pm, and on Saturdays between 10am and 1pm.

What is STAR?

Every year we carry out a nationally-recognised housing sector survey with all bpha residents called STAR (survey of tenants and residents), to ensure we are providing good services and value for money.

Trained bpha employees contact residents to ask them how satisfied they are with the services we provide.

Why should I take part in the survey?

Taking part is not compulsory but this is your chance to provide us with valuable feedback, to help us understand what you think we do well and what we could do better, so we can improve our services to you.

Everyone who completes the survey will be entered into a prize draw with a prize of £100 in Love2shop vouchers. There will be one winner, picked at random, from each of our three tenure types – general needs tenants, shared owners and housing for older people.

What do you do with the results?

Once the survey is completed, we look at the results in detail to identify the areas where we are performing well and those which have room for improvement.

Action plans are then drawn up to address those areas where service improvements are needed.

We will publish details of the 2018 STAR results and any resulting action on our website and in the next edition of Talk magazine.

Previous feedback on the survey

Last year you told us you wanted shorter waiting times for repairs and an easier way to make appointments.

In response we liaised with our contractor and also ensured our customer service staff received further training to be able to prioritise repairs and schedule them accordingly.


Viewpoint members will also get the opportunity to comment on the results in a future consultation.

Not a Viewpoint member? Read all about Viewpoint and sign up here

Customer Service Advisor