Agenda item - STAR Survey Results

(copy attached).

25.1      The Panel considered a report that provided feedback from a satisfaction survey carried out by Housemark of a selection of council tenants in June 2014. The results provided an up-to-date and statistically significant indication of customer satisfaction on a range of council services.

25.2      The Chair asked for further details on the other authorities taking part in the survey.

25.3      The Head of Income, Inclusion & Improvement clarified that the other authorities were comparative on the basis of housing stock.

25.4      Councillor Peltzer-Dunn noted that there had been nearly a 20% decrease in the survey response rate compared the previous survey conducted in 2011. Councillor Peltzer-Dunn stated that he hoped there could be renewed focus on increasing the response figure in the future as that would provide a more balanced view to assess the service.

25.5      The Head of Income, Inclusion & Improvement stated that in 2011, a second mailout was conducted that had contributed to a higher response rate. It was decided in this occasion that the expenditure required to conduct a second mailout might not have gathered sufficient information to justify the cost. The Head of Income, Inclusion & Improvement added that she had confidence that the response figure provided accurate information.

25.6      RESOLVED- That the report be noted.