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FAQs - STAR Survey

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Frequently Asked Questions

Q What is the survey?

Stroud District Council’s housing management service is conducting a tenant satisfaction survey in 2022. Most landlords across the country conduct similar surveys every few years.
A sample of approximately half of our general needs households and all Independent Living residents will receive a paper survey in mid-September 2022. In addition, where SDC hold contact details, this group will also receive invitations/reminders to an online survey via email and text message.
E-mails will come from ‘Stroud Tenant Survey’ (strouddc@arpsurveys.co.uk). Text messages sent directly from ARP Research will come from 07860 017314.

Q. Why are you doing this survey?

We want to know how you feel about the services we provide and will use the results to plan service improvements. We expect to do this survey again in the future and ask similar questions so we can also track whether we are improving and take action if we are not. In addition, the government will shortly require all landlords to do this.

Q. How do I enter the prize draw?

Simply return the questionnaire in the freepost envelope or complete the survey online, and your unique code will be automatically entered into the draw to win one of either £150 or 2x £50 in shopping vouchers (there are separate draws with the same prizes for general needs and independent living).

Q. I don’t want to take part, take me off your list

Contact Christine Welsh on 07774453357 to make this request.  Emails also contain a link to unsubscribe if tenants want to receive no further emails, and any text messages allow tenants reply with STOP to opt out of this survey.

Q. Can I have a replacement questionnaire?

Yes. Contact Christine Welsh on 07774453357 and she will forward your name and address details to ARP-research with this request.
Alternatively, the survey can be completed online at www.arpsurveys.co.uk/stroud

Q. Can I have a replacement freepost envelope?

The questionnaire can be sent back in any envelope to the following address:
Freepost RTZK-RGZT-BSKU
ARP Research
PO Box 5928
SHEFFIELD
S35 5DN

Q. I am having trouble accessing the online survey.

You may have received an invitation to take part by email or text message. These contain a unique link that will log you in automatically to the survey and allow you to resume where you left off. The email also contains a link to unsubscribe if you want to receive no further emails.
Technical support is available by e-mail to support@arp-research.co.uk or by telephone on 0800 020 9564.
The online survey is available to all tenants at the following address: www.arpsurveys.co.uk/stroud You must type in your unique code found on the paper questionnaire and covering letter or register with your email address, house number and postcode.

Q. My neighbour has been sent a survey, why haven’t I received one?

The survey has been sent to a representative sample of around half the council’s general needs tenant households. The sample has been randomly selected by ARP and is big enough to make sure we get statistically reliable results whilst also representing value for money.
This is a recommended way of doing a survey like this and enables us to keep costs down. If you have not been invited to take part this time but are nevertheless eager to do so, you can still take part by going online and completing the survey at www.arpsurveys.co.uk/stroud

Q. Why have you given my contact details to a different company?

To make sure that our survey is independent, we have asked ARP Research to carry it out for us. ARP specialise in running surveys like this for housing providers across the country. This is the same as when we employ contractors to carry out repair work on our behalf.
ARP are not allowed to use your contact details for any reason other than running this survey and conform to the General Data Protection Regulation (GDPR) and the Market Research Society Code of Conduct.

Q. How is the survey confidential if you know who I am?

ARP Research uses your unique code to remove your address from any further mailings if you have already sent back your questionnaire, and to run the prize draw. Any link between your identity and the answers that you give is removed as soon as possible by ARP, and SDC will never see who you are unless you give your explicit consent.

Q. How much money have you spent on this survey/why are you wasting money etc.?

It is very important that we spend money wisely by providing you with the right services in the right way. This survey helps us to find this out. We get a research company to carry it out to make sure the survey is independent and reliable.

Q. I want to know specific details about how the survey has been designed or is being run or want to speak to ARP Research directly.

Please telephone ARP Research on Freephone 0800 020 9564, or email support@arp-research.co.uk

For any other questions about this survey, please contact Christine Welsh on 07774453357 or email christine.welsh@stroud.gov.uk

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