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Industry News


Tenant satisfaction survey methodology to be reviewed


Summer to ensure it is up to date with modern methodologies, can be used to make accurate comparisons and to drive service improvements. The STAR survey is currently run by


T


HouseMark. It was introduced in 2011 and over 300 social landlords used it in 2018. The results of the review are expected to be reported on in September. In Scotland the regulator has adopted STAR and


requires all Scottish social landlords to submit STAR compliant satisfaction results to them annually. It is likely that following last year’s Green Paper, the English social housing regulator will take a similar approach. Laurice Ponting, chief executive of HouseMark,


said: “We know that STAR provides landlords with the insights needed to drive better real-life experiences for tenants. “It has been the dominant framework since its


release, but we believe that in light of both the green paper, and innovations in this area from out of sector, the time is right to review its methodology. Recognising that social tenants have less opportunity to switch providers should not be used as an excuse for poor customer experience.” The review will include consultation of the


system for measuring the customer experience, as well as a sounding board for landlords’ staff and professional bodies.


he survey most widely used to collect data on the customer satisfaction of social housing tenants is being reviewed over the


The STAR survey is currently run by HouseMark. It was introduced in 2011 and over 300 social landlords used it in 2018. The results of the review are expected to be reported on in September


Birmingham to invest £350m in new homes by 2029


Birmingham City Council’s housebuilding company is planning to build 2,708 homes over the next decade as part of a combined £346m investment in regeneration and development work. Birmingham Municipal Housing Trust was set up in 2009 and has so far built 3,126 homes, with another 365 homes under construction. The council is England’s biggest local authority landlord with


more than 61,000 homes, but it is struggling to meet demand with more than 10,500 households on the council’s waiting list. Sharon Thompson, cabinet member for homes


and neighbourhoods at Birmingham City Council, said: “The national housing crisis is one of the biggest contributing factors causing homelessness right now in Birmingham.


“With the city’s population set to grow by a


further 10 per cent over the next 15 years, there is a pressing need to deliver more affordable family housing within accessible locations to relieve the increasing burden. I’m delighted that Birmingham City Council is leading the way in social housing and is moving forward with its ambitious plans for the next ten years.”


Liverpool to build its first new council homes in 30 years


Liverpool City Council is planning to build its first new council homes in 30 years having previously transferred, sold or demolished all of its own housing stock. The council has announced it is reopening its


Housing Revenue Account and will use its borrowing powers to build 150 council homes on a


site at Knotty Ash. These will be the first of an intended 10,000 new homes, mostly for affordable rent, to be built by the council. The about-turn was prompted by the


Government scrapping the borrowing cap on council-run HRAs, which makes it easier and cheaper for councils to build and manage their


own housing. In December last year the council announced it


had set up a housing company, Foundations, to deliver £1bn worth of development over the next decade. The company is expected to deliver homes of all tenures, including new homes on a discounted rent to buy scheme.


www.housingmmonline.co.uk | HMM June/July 2019 | 13


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