Thank you to the 2,915 residents who completed the Beacon STAR survey.
STAR is a nationally recognised survey for Welsh social landlords and is reported to the Welsh Government every two years. What you told us matters, and we appreciate your time and honest feedback.
The survey asked a wide range of questions, including whether you would like to be involved in decisions about your home and community. We were pleased to see so much interest in getting involved, and your feedback helped shape the Beacon Promise and Resident Engagement Strategy.
The survey results and your feedback have been shared with Beacon’s Board of Management. They will review what you tell us and use the results to help identify priorities for improvement.
The areas that you told us we need to improve the most are:
- How we respond to concerns about anti-social behaviour
- Value for money of service charges
- Maintenance of homes
- That we give residents a say in how services are managed
- That we hear the views of residents and act upon them
You Said, We WillWe asked residents what matters most to them and where they think we need to improve. Here’s what you told us, and what we’re doing next.
Service area – Antisocial behaviour
You said
Residents told us that anti-social behaviour cases need to be handled better and that they want clearer communication about what action can be taken.
Information
Our internal audit found that we handle more serious anti-social behaviour cases well, but lower-level cases are less consistent.
We will
We will strengthen how anti-social behaviour is managed across all areas, improve communication with residents about what action is possible, and use better data to identify patterns and target support where it is needed most.
Service area – Service charges and cleanliness
You said
Residents told us they want better value for money from service charges and high standards of cleanliness in shared spaces and estates.
Information
158 comments from the STAR survey related to cleanliness, estate maintenance or common area maintenance. This represented 6.8% of all coded comments, showing this is a clear area of concern for some residents.
We will
We will review service charge standards with residents, improve communication about what service charges cover, re-procure cleaning and window cleaning contracts to improve value for money, and review estate management and caretaking services.
Service area – Residents having a say
You said
Residents want more opportunities to influence the services they receive and to understand how decisions are made.
Information
By June 2026, 1,053 residents had signed up to the Beacon Promise, our resident engagement approach based on informing, engaging and entrusting residents.
We will
We will build on the newly formed Beacon Promise by creating more opportunities for residents to shape services, and by being more transparent about how regulation, budgets and resident feedback affect decisions.
Service area – Listening and acting on feedback
You said
Residents want to know that their feedback is heard and leads to action.
Information
We are developing better ways to measure how effective our resident engagement work is and how well feedback is influencing services.
We will
We will improve how we collect, review and respond to feedback, and we will be clearer about the changes we make as a result of what residents tell us.
Service area – Repairs
You said
Residents want a repairs service that is reliable, consistent and easy to use.
Information
Repairs satisfaction is currently averaging 9.2 out of 10 through monthly surveys. This is a strong result overall, but satisfaction has dipped since repairs systems were brought together in 2025.
We will
We will improve how we track repairs performance by area and by contractor, review where we can reduce our reliance on contractors, expand our in-house repairs service where possible, and make better use of our repairs systems to improve scheduling and communication.
Service area – Overall satisfaction
You said
Residents want us to keep improving services overall and to check in more often about how we are doing.
Information
More regular feedback is already showing some strong results, including 9/10 for recent lettings, 9.8/10 for new-build homes, and 9.7/10 for contact with the rents team. However, customer services scored 5/10, showing there is more to do in some areas.
We will
We will increase the use of regular surveys across our services, ask residents for feedback more often, and use shorter rolling surveys to track satisfaction more closely between full STAR surveys.
What this means for residents?
Some areas are performing well, particularly repairs overall, lettings, new-build homes and contact with the rents team. We also know that residents want us to do more in areas such as anti-social behaviour, customer service, service charges and estate services. We will use this feedback, alongside regular performance data, to improve services and make sure residents can see the difference their views are making.
We will act in the areas you have told us changes are needed and will keep you updated on the progress we make and will explain where changes cannot be made, and why.
If any of the above topics are a priority for you, then sign up to the new Beacon Promise and influence the change and work with us on improving the services you receive.
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