Engaging residents to shape services
At Oxford City Council (OCC), we value the input of our tenants in enhancing the quality of our services. To foster this collaborative approach, we run an annual satisfaction survey with tenants called the Survey of Tenants and Residents (STAR).
The Survey of Tenants and Residents (STAR) is a nationally recognised benchmarking survey for assessing tenant and leaseholder satisfaction. Widely utilised by social housing providers, including councils, housing associations, and Arm’s Length Management Organisations (ALMOs), STAR adheres to a meticulously designed framework established by HouseMark, the leading provider of housing benchmarking services in the UK.
Last year's survey featured the Tenant Satisfaction Measures (TSM) allowing us to be nationally benchmarked against other landlords and required government standards.
The STAR survey serves as a vital tool in gauging your opinions and insights on the services we provide, allowing us to make informed decisions on budget plans, resources, and tailor our future strategies.
What is the purpose of the survey?
The results allow us to look into satisfaction with different services and identify areas for improvement, as well as prioritising tenant involvement reviews into key areas of work. Your feedback plays a pivotal role, guiding us towards effective decision-making and responsiveness.
You shape the future of our services
By sharing your thoughts and comments, good and bad, you contribute to the creation of an environment that is built with your needs and preferences.
Together, we are building a stronger, more responsive community. Your voice matters.
Key results from 2024
The report, prepared by Acuity Research & Practice, is based on a survey conducted during October and November 2024, collecting views from 950 residents, including eight shared owners.
- Overall satisfaction dropped by less than 1% in 2024 to 75.9% well within the top quartile for landlords
- Compared with other councils, Oxford City Council is in the top quartile in all bar two measures
- Satisfaction with landlords across the country is dropping
Key findings:
- Overall Satisfaction: 77% of residents are satisfied with the services provided by OCC, with the highest ratings given to the repairs service over the past 12 months and the time taken for completing repairs. However, only 31% are satisfied with the handling of complaints
- Property Maintenance: 78% of residents are satisfied that their home is well-maintained, and 83% are satisfied with the repairs service and the time taken to complete repairs. Issues highlighted by dissatisfied residents included outstanding repairs and damp/mould
- Building Safety: 81% of residents feel their home is safe, although satisfaction has slightly decreased over the past two surveys
- Neighbourhood Management: 73% of residents are satisfied with the upkeep of communal areas, and 68% believe OCC makes a positive contribution to their neighbourhood. Satisfaction with how the Council deals with anti-social behaviour is at 65%
- Engagement: 81% of residents agree that the Council treats them fairly and with respect, and 77% are satisfied with being kept informed. However, only 64% feel that the Council listens to their views and acts upon them
- Complaints Handling: Only 31% of residents are satisfied with how complaints are managed, with dissatisfaction at 59%
- Involvement: 56% of residents prefer to be contacted by telephone for future surveys, and 81% are not interested in getting involved in service improvements
Download the final STAR Survey results 2024 report.
Get involved today
Find out more about upcoming engagement opportunities and how you can contribute to shaping housing regulations.
Contact tenantinvolvement@oxford.gov.uk or call 01865 249811 to register your interest.
Key results from 2023
Nearly 8 out of 10 council tenants are satisfied with the services they receive from us as their landlord, according to the 2023 annual tenant satisfaction (STAR) survey.
The survey, which was conducted by Acuity Research & Practice Ltd, gathered feedback from 960 tenants through phone interviews.
Overall, 78% of tenants are satisfied with the services we provide. This is a 3% increase on 2022.
This result bucks the national trend, with Acuity reporting generally lower satisfaction levels with social landlords against a backdrop of economic and political uncertainty.
Most satisfaction measures were in the top 25% of social landlords. Tenants were most satisfied with:
- repairs in the last 12 months (82%)
- we treat them fairly and with respect (82%)
- their homes are safe (82%)
- time taken with the last repair (81%)
- we keep them informed (80%)
However, the STAR survey found areas for improvement, notably in handling antisocial behaviour (67% satisfaction) and handling complaints (33% satisfaction).
