North Star Reports Strong Tenant Satisfaction Results for 2025/26
We have published our Tenant Satisfaction Measures (TSMs) results for 2025/26. These show continued high levels of customer satisfaction.
What are Tenant Satisfaction Measures (TSMs)?
Tenant Satisfaction Measures (TSMs) are set by the Regulator of Social Housing. They provide a consistent way for tenants to compare how landlords are performing.
There are 22 measures in total. For 12 of these, known as Tenant Perception Measures, landlords must ask customers for feedback through surveys. The customer sample surveyed by TLF on behalf of North Star was representative of North Star customers, including people of different ages, from different locations, and living in a variety of property types and tenures. The other 10 are based on information we already collect through our day-to-day work. These are the 'Management Performance Measures'.
Overall satisfaction remains strong
85.3% of customers said they were satisfied with the overall service provided by North Star.
Improvements across key services
This year's results show improvements in many of the areas that matter most to customers:
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83.6% of customers were satisfied with North Star's repair service, up from 79.6% last year.
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79.5% were satisfied with the time taken to complete repairs, up from 77.3%.
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85.3% felt their home was well-maintained, up from 85%.
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82.2% said North Star listens to tenant views and acts upon them, up from 79.4%.
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88.0% said North Star keeps them informed about what matters to them, up from 83.6%.
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91.7% agreed that North Star treats them fairly and with respect, up from 89.2%
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61.5% were satisfied with North Star's approach to handling complaints, up from 56.2%.
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83.3% felt North Star makes a positive contribution to neighbourhoods, up from 72.3%.
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80.9% were satisfied with North Star's approach to tackling anti-social behaviour, up from 71.3%.
Keeping customers safe
Customer safety remains our highest priority.
During 2025/26, we achieved:
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100% compliance with gas safety checks
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100% compliance with fire risk assessments
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100% compliance with asbestos management requirements
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100% compliance with Legionella risk assessments
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100% compliance with passenger lift safety checks
In addition, 87.8% of customers said they feel their home is safe.
Learning and improving
The results also highlight areas where we will continue to focus our efforts.
Customers told us they would like to see further improvements in communal areas, repairs communication and neighbourhood services. These areas will continue to be priorities throughout the coming year.
We will also continue to work with customers through Your Voice groups and The Tenants' Voice (TTV). This helps ensure customer feedback influences decisions and service improvements.
The full Tenant Satisfaction Measures results for 2025/26 are available to view: Tenant Satisfaction Measures - North Star Housing Group
