Customer voice shaping service improvements at North Star
We have completed our Tenant Satisfaction Measures (TSM) surveys for the first quarter of 2026/27, with more than 120 customers sharing their feedback.
We're pleased that satisfaction has increased in 10 of the 12 areas we measure.
Some of the biggest improvements have been in services where we've made changes based on what customers have told us, showing the real difference that customer feedback can make. These service areas include:
Repairs
Satisfaction with our repairs service has increased to 91.1%.
This is our highest repairs satisfaction score since Tenant Satisfaction Measures were introduced. Over the last year, colleagues, contractors and customers have worked together to improve the repairs service. Changes have focused on giving customers clearer information, reducing the number of visits needed to complete repairs where possible, and using customer feedback to improve the whole repairs journey from reporting to completion.
It's encouraging to see these improvements reflected in customer satisfaction, and we'll continue working to make the service even better.
Communal areas
Satisfaction with how we keep communal areas clean and well maintained is at 90.6%.
Communal areas were a key priority for improvement over the past year. Working alongside The Tenants' Voice (TTV) customer group, we've reviewed our approach and made changes that customers are now recognising.
Complaints
Satisfaction with how we handle complaints has increased to 87.5%.
This places our complaints service among the highest-performing housing associations managing more than 1,000 homes.
These results reflect the improvements we've been making across North Star, with customer feedback helping to shape our services every step of the way.
While we're proud of this progress, we know there's always more to do. We'll continue listening to customers and using their feedback to improve the services we provide.
Thank you to everyone who took the time to complete a survey, and to all our colleagues who continue to deliver improvements.
View our full Q1 results here: Tenant Satisfaction Measures - North Star Housing Group
