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Our 2025 Tenant Satisfaction Survey will be with you soon!
We’d love for you to fill it in and tell us how we're doing and how we can improve the services we offer. Your feedback helps us make sure we're providing the homes and support that tenants actually want and need.
We've partnered with ARP Research who are managing this survey on our behalf. All responses are confidential so be completely honest!
The closing date is the 14th November 2025. When completing the survey you have the option to be entered into a prize draw with the chance of winning one of 1x £100, 2x £75 or 3x £50 in shopping vouchers.
For more information, read our Frequently Asked Questions below.
Frequently Asked Questions (FAQs)
2025 Tenant Satisfaction (STAR) Survey
Q What is the STAR Survey?
MVH is conducting a confidential Tenant Satisfaction Survey (referred to as the STAR Survey) during October and November 2025. This survey is carried out every 1-2 years and is based on a standard survey from the Welsh Government, which is used by other housing associations in Wales to measure satisfaction and compare with each other.
We are asking a series of questions and would like our tenants to answer each of them based on the services received and their experiences of being a tenant with Merthyr Valleys Homes.
We work with a third-party company called ARP Research who run the survey on our behalf. They keep the responses confidential, so we only receive anonymised responses.
Q. Why are you doing the STAR Survey?
We want to know how you feel about the services we provide and your experiences of being a tenant with Merthyr Valleys Homes. We will use the results to make changes and to plan service improvements.
We do this survey at least every two years, asking similar questions so we can also track whether we are improving and take action if we are not.
We are also required to do this survey by the Welsh Government.
Q. When will the STAR Survey be sent out?
Every household will be sent a paper copy of the survey in October, via Royal Mail. The Survey will also have a QR Code at the top of the front page, and this can be used if tenants prefer to complete the survey online. This will be followed by an email or text reminder a couple of weeks later. The survey will close mid-November.
Shortly after the paper/online survey closes will also run a number of telephone interviews (asking the same questions). So, some tenants who do not complete the survey may receive a telephone call.
Q. When does the STAR Survey close?
The paper / online survey will close on Friday 14th November.
Telephone surveys will finish on the 28th November
Q. How can I complete the STAR Survey?
You can choose to either complete the paper copy of the STAR Survey that you receive in the post, using the freepost envelope to return it.
Or you can scan the QR code at the top of the front page of the survey, to be able to complete the survey online.
Or you can also access the survey online at: www.arpsurveys.co.uk/mvh
For online surveys, you must enter your unique code (found on the front page of the paper survey) or register with your email address, house number and postcode.
Q. If I get an email reminder, what address will this come from?
E-mails will come from ‘MV Homes Survey’ (This email address is being protected from spambots. You need JavaScript enabled to view it. )
The email also contains a link to unsubscribe if tenants want to receive no further emails.
Q. If I get a text reminder, what number will this come from?
If you wish to unsubscribe from the text reminder, you can reply ‘STOP’ to achieve this.
Q. If I receive a telephone survey, who will call me?
Telephone interviews will come from 01908 278308. This is the number of the Prevision Research call centre in Milton Keynes who are managing the telephone surveys on our behalf.
Calls are made anytime between 10.00am and 9.00pm, Monday to Friday.
Q. What if I lose my survey? Can I request another one?
Yes you can request another survey. Please email: This email address is being protected from spambots. You need JavaScript enabled to view it. and provide your name and address.
Q. What if I lose the freepost envelope?
The survey can be sent back in any envelope to the following address:
Freepost RTZK-RGZT-BSKU
ARP Research
PO Box 5928
SHEFFIELD
S35 5DN
Q. What if I can’t access using the QR Code?
The online survey is available at the following address: www.arpsurveys.co.uk/mvh
You must enter your unique code (found on the paper survey) or register with your email address, house number and postcode.
Q. What if I have trouble accessing the online survey?
Technical support is available by e-mail to:
This email address is being protected from spambots. You need JavaScript enabled to view it.
or by telephone on 0800 020 9564.
Q. How do I enter the prize draw?
Simply return the completed survey in the freepost envelope provided, or complete the survey online, and your unique code will be automatically entered into the draw to win one of the prizes. A colleague from Merthyr Valleys Homes will contact you after the survey closes, if you are a winner.
Q. Why have you given my contact details to a third-party company?
To make sure that our survey is independent, we have asked ARP Research to carry it out for us. They specialise in running surveys like this for housing providers across the UK. This is the same principle as when we employ contractors to carry out repair work on our behalf.
ARP Research 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 reminders if you have already completed the survey. They also use it to run the prize draw. Any link between your identity and the answers that you give is removed as soon as possible by ARP Research, and Merthyr Valleys Homes will never see who you are unless you give your explicit consent.
