STAR Survey 2024 - tenant satisfaction

Engaging residents to shape services

At Oxford City Council, your feedback helps shape the homes and services we provide. Each year, we carry out a survey to hear directly from you, our tenants, leaseholders, and shared owners, so we can understand what’s working well and where we need to improve.

This year’s survey begins on 14 January 2026 and will run for a month.

The survey is called the STAR Survey (Survey of Tenants and Residents) and now also includes the Tenant Satisfaction Measures (TSMs), which all councils and housing associations must carry out.

What is the TSM / STAR Survey?

The survey asks important questions about: 

• your home 
• repairs 
• customer service 
• safety 
• how we look after your neighbourhood 
• how well we listen and communicate

Because every landlord in England now uses the same set of questions, we can compare our results fairly with other councils and housing associations.

There are 22 official TSM measures:

• 12 come from your survey answers
• 10 come from our performance data (for example, how quickly we do repairs, how many complaints we receive)

Why your feedback matters

Your views help us to:

• understand what is working well
• spot any problems early
• plan budgets and resources
• make improvements to our services
• meet national standards set by the Regulator of Social Housing

We use the results to look closely at areas that need attention and make changes where needed.

Who carries out the survey?

To make sure the survey is independent and fair, we use Acuity Research & Practice, a specialist housing research company. Acuity works with social landlords all over the country and follows strict rules to make sure the results are accurate and trustworthy.

How will the survey be done?

Acuity may contact you by telephone, SMS or email. Telephone calls usually take around 10 minutes. Acuity will always say who they are and that they are working for Oxford City Council. Taking part is your choice. You can:

• refuse to take part
• ask them to call back at another time
• skip any questions you don’t want to answer

Your privacy

Your privacy is very important.

Your answers are kept anonymous:

• we do not see your name or contact details unless you clearly say we can
• all information is handled safely and securely.
• only where you give permission will Acuity share details with the relevant service team so they can follow up a specific issue

What happens to the results?

• Service teams receive weekly feedback so they can fix issues quickly where possible.
• A full report is created each month and shared with our senior managers.
• Once everything has been checked and verified, we publish the results for you to see.

You help shape the future

By taking part, you help us:

• make better decisions 
• improve services
• understand the real experiences of our residents
• build stronger neighbourhoods

Every response makes a difference; good or bad. Your voice helps shape the services you receive.

Thank you for taking part and helping us make Oxford’s homes and communities better for everyone.

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.

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).

Read the final STAR Survey results 2023 report.

Get involved today

Find out more about upcoming engagement opportunities and how you can contribute to shaping housing regulations.