North Star achieves highest possible consumer standards rating from the Regulator of Social Housing
We’re pleased to announce that North Star has secured a C1 grading in its first inspection under the new consumer standards introduced by the Regulator of Social Housing (RSH).
The consumer standards, which were introduced in April 2024, require registered social housing providers to ensure safe, good-quality homes, deliver fair, transparent and responsive services, give tenants a meaningful voice in decisions and service improvements, and work with partners to maintain safe, well-managed neighbourhoods.
The Regulator awarded North Star its highest consumer standards rating after seeing strong evidence that tenants are central to service delivery.
The Regulator:
• was assured that North Star homes are allocated in a fair, transparent and efficient way
• recognised North Star’s commitment to giving tenants meaningful opportunities to influence services and decisions, alongside providing clear and accessible information and treating tenants with fairness and respect
• identified robust systems for keeping tenants safe in their homes and delivering an efficient repairs and maintenance service, with repairs tailored to tenants’ diverse needs
• acknowledged that North Star listens and responds to tenant feedback, handles complaints fairly and promptly, and uses learning to improve services and outcomes
• recognised North Star’s work with partners to tackle anti-social behaviour and hate incidents and support tenants to sustain their tenancies
To reach its judgement, the regulator observed a Board meeting and a meeting of The Tenants’ Voice (TTV), spoke with tenants, held meetings with North Star’s executive team and Board members and reviewed a wide range of documents and policies.
Alongside achieving C1, North Star retained its G1 governance rating, reflecting consistently strong governance, risk management and Board oversight.
North Star’s financial viability rating moved from V1 to V2, with the Regulator confirming that its financial plans provide strong assurance of ongoing viability. The change reflects a continued and planned investment in existing and new homes. Having delivered 250 new affordable homes between 2023 and 2026, exceeding its target of 225, North Star plans to build and acquire more than 300 by 2031 and invest significantly in existing homes.
James Walder, Chief Executive Officer at North Star, said:
“I am very pleased that the Regulator has recognised our commitment to working alongside customers to deliver high-quality, fair and transparent services and continuously improve.
“The recognition of our strong customer involvement framework wouldn’t have been possible without our Your Voice customers who give their time, share their experiences and challenge us to do better, alongside the colleagues who make that involvement possible. Customers directly help to shape our policies, improve our performance and influence how we communicate and deliver services. The creation of The Tenants’ Voice panel, and its strong links to our Board, has particularly strengthened customers’ influence across the organisation.
“We’re proud of what we’ve achieved, but we know there is always more we can do. Our new five-year Leading and Growing strategy has been developed by colleagues, customers and our Board together and reflects that ambition. We have strong foundations to build on, and we’ll keep listening, learning and pushing ourselves to deliver the best possible outcomes for our customers and communities.”
Nicki Clark, Chair of North Star’s Board, said: “We are incredibly proud of the Regulator of Social Housing’s judgement. It reflects unwavering prioritisation of our customers, the dedication and diligence shown in all that we do, and our commitment and considered approach to continuing to invest in existing and new homes.”
You can read the full judgement here: North Star Housing Group (LH0084) - Regulatory Judgement: 30 September 2026 - GOV.UK
