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Luton Borough Council

Tenant satisfaction and improving housing services


Measuring satisfaction helps us understand your customer experience and how well our services are performing. We can then direct our efforts and resources to improving services and focusing on areas of high concern to our tenants and leaseholders.

STAR (Survey of tenants and residents) is a framework for periodic surveys of customer perception by social landlords. The questions and methods have been rigorously tested and this tool is used by many social landlords.

STAR enables us to:

  • measure customer satisfaction
  • benchmark your performance with others
  • assess trends over time

The most recent survey was carried out in late summer 2019. Look out for details of our improvement plans soon.


© 2021 Luton Council, Town Hall, Luton LU1 2BQ