The Tenants’ Voice (TTV): A Strong First Full Year of Impact
The Tenants’ Voice (TTV) is a group of customers at the heart of North Star’s involved customer network, Your Voice. Over the past year, the group has become key to making sure North Star remains committed to having customer views shape services and decisions.
Since starting, TTV members have built strong relationships with North Star staff, board members and leadership teams. They have learned more about how different parts of the organisation work through presentations, meetings and regular discussions with senior staff. This has helped the group build strong foundations for the future.
One of TTV’s biggest achievements has been improving complaints handling. The group set up a Complaints Task and Finish Group to review the process and suggest improvements. Their ideas helped North Star achieve sector-leading results. Complaint handling times dropped to an average of just four days, and customer satisfaction with complaints reached 89.9%.
TTV also helped shape North Star’s “Leading and Growing to 2031” strategy. Members joined staff and board members at an event in July to share customer views and priorities. The group also started checking proposed service improvements to make sure North Star stays accountable and customers can see progress being made.
In October, members attended an away day to strengthen their relationships with each other, look back on achievements and plan future priorities.
The group also worked to grow its membership. After a successful recruitment process, six new members have recently joined TTV, bringing fresh ideas and experiences.
TTV has also focused on issues affecting local communities. Members raised concerns about anti-social behaviour in Hardwick, Stockton, and recommended extra support from North Star to help tackle these problems.
A Repairs Task and Finish Group was also created. This led to three recommendations being approved by the board. TTV will continue checking progress on these improvements during 2026/27.
The group has also helped improve digital services. TTV reviewed and approved customer feedback on the October 2025 launch of the North Star Online app. As of March 2026, the app had more than 12,000 logins, over 600 new registrations and more than 650 repairs reported through the app.
TTV also worked with Tentacles and Golden Marzipan on a “Game of Homes” activity to help strengthen relationships between customers and the board. This led to three new actions: plans for a regional customer panel conference, video updates after TTV and board meetings, and a future away day for both board and TTV members.
TTV Chair Paula Rogers said:
“The achievements of the past year show what can be done when tenants are genuinely involved in shaping services. TTV already feels like a valued part of how North Star works and its customer engagement approach. Our work will continue to help improve services, strengthen communities and ensure customer voices remain at the heart of decision-making.”
Find out how you can get involved: Help Improve North Star Services - North Star Housing Group
