Survey for Tenants and Residents (STAR)

We work hard to ensure we are building our services to work for you. We look at what we can change, how we can make improvements, find ways we can work better with you, and for you, and we are making progress.

Our Survey for Tenants and Residents (STAR) has seen us improve for the third year in a row in terms of overall customer satisfaction, but we know there is still plenty of work to be done. And we are doing it.

Thank you to everyone who completed our annual survey.


Customer satisfaction by type of home

55+ homes 79% satisfaction (stayed same)
Young people and supported homes 90% satisfaction (stayed same)
General homes up 5%


You also said we:

Handle antisocial behaviour better up 30%
Have got better at listening to you up 18%
Treat you fairly up 14%



Customer Connect

Our Customer Connect promise to you is to be more accessible, more visible and actively work with you and for you.

Over the last year...

Social value



Home improvements

Over the last year we have invested £33 million in your homes, which includes over £14 million in upgrades and new replacements.

We also work with over 30 local authorities in bringing much needed aids and adaptations to people’s homes when they need it most. Ensuring we treat residents respectfully when facing personal challenges is something our Housing Heroes-nominated team live and breathe.

In 2022-2023, we carried out:
744 minor adaptations
248 major adaptations




We are constantly reviewing this service to make it work as well as it can you for and be available when you need it most.

This last year we have:



Young people

We offer supported housing to young people aged 16-25 across four foyers in Warrington, Wigan, St Helens and Chester.

2022-23 was a great year for the young people as:

We hosted the second-ever Galactic Awards to recognise residents who've shown determination, perseverance and willingness to give themselves a great start to adult life.

We were once again recognised as being one of the best Foyer services in the UK by maintaining top accreditations across all four foyers - the highest grade you can achieve in the For Youth Accreditation.

We also supported our young people to pursue hobbies and interests by applying for talent bonds of up to £300 for a project or purchase that grows a talent, builds on a strength or develops a skill.

And we helped young people have the best possible start in life by:

  • Offering a 25% rent reduction for those who are employed
  • Offered additional cooking lessons
  • Paying for AQA registration so that residents can get nationally recognised qualifications




Awarded a Silver grade accreditation from SHIFT

SHIFT Environmental and Sustainability is a recognised independent sustainability standard which collates our data measuring CO2 emissions, new build standards, our commitment to sustainability and supply chain and procurement.

Shift 2022
Electric car charging

We are now welcoming requests from you to get electric car charges fitted to your property! You must have your own driveway for this, but we are continuing to work on how we can bring this to shared car-parking homes too.  

Email: [email protected]

Man Plugging Charger Into Electric Car Charge Station
  • Made energy efficiency improvements to over 1,800 homes
  • Social Housing Decarbonisation Fund (SHDF) Wave 2.1