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Customer Engagement

We are proud to invest in our communities & provide ways for customers to influence how we do things at North Star.

Want to have your voice heard by North Star?

Your Voice is our group of involved tenants. Sign up to Your Voice to receive email updates about opportunities to get involved.

A group of North Star staff and tenants of a variety of ages, genders, and ethnicities. Two members of the group are wheelchair users.

Your Voice - How You Can Get Involved

We offer lots of easy, flexible ways for customers to have their say and help shape the services we provide. It doesn’t matter where you live, what your background is, or how much time you have — there’s something for everyone.

The Tenants’ Voice (TTV)
This is our main customer group. They help us stay accountable by looking closely at how we work and making sure customers’ views are at the heart of our decisions. They also work with other groups and speak directly to our Board.

Consumer Standards Group
This group works with staff to check we are meeting important customer standards set by our regulator and helps define what good service looks like.

Policy Review Group
Customers in this group help shape our policies from the start, making sure they are easy to understand and based on what matters to customers.

Performance Group
This group looks at our performance — including things like complaints — and gives honest feedback to help us improve.

Task & Finish Groups
These groups focus on specific topics or projects. They make sure customer experiences and ideas are used to shape the way we deliver services.

Tenant Events & Consultations
We run events, surveys, and other activities to hear from as many customers as possible and build stronger relationships.

We want our groups to reflect all the different people living in our homes. Everyone is welcome to get involved.

Your Voice Structure (1)

Tenant Satisfaction Measures (TSMs)

In April 2023, it became law for landlords to report Tenant Satisfaction Measures (TSMs) to the Regulator of Social Housing. Tenant Satisfaction Measures (TSMs) are a way of measuring how well landlords are looking after homes and helping their tenants. The data is taken from our day-to-day work and tenant surveys.

Recent Customer Feedback

"Very helpful and understanding"
The lady I spoke to was very helpful and understanding and made me feel as if I was important, which isn't always the case for people of my age. I can't remember her name but she was really lovely - March 2025
Valerie - Bishop Auckland
"Very professional and helpful"
Work was done to good standard and workman very professional and helpful - April 2025
Thandiwe - Middlesbrough
"A very excellent company"
A very excellent company to deal with and speed of completion of repairs- April 2025
Fahmi - Middlesbrough

Social Value

Find out more about how we invested in our communities in 2023/24 including community projects we funded and the outcomes of our grant funding schemes.  

Young@Heart 2021 CIC Friendship Group Next To Van

Social Value Highlights

£3.9m
Social value delivered in total
22
Projects benefitting 22,105 people
£3.8m
Delivered in social value
85.20%
Overall Satisfaction
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