How We’re Listening and Taking Action: December 2024 - March 2025
Below are our satisfaction scores collected from surveys in December 2024 and March 2025, as well as our targets:
|
Service |
Dec 2024 |
Mar 2025 |
Target |
|
Repairs |
87.4% |
86.5% |
88% |
|
Gas Servicing |
94.6% |
95.9% |
90% |
|
Call Handling |
96.0% |
96.4% |
96% |
|
Moving Into a Home |
93.1% |
93.2% |
96% |
|
Complaints Handling |
65.5% |
66.6% |
70% |
|
Planned Maintenance |
– |
91.3% |
93% |
|
New Build Homes |
– |
90% |
95% |
|
Major Adaptations |
– |
100% |
95% |
Repairs
You told us:
- Repairs need to be done faster
- You want better updates
- Jobs should be done right the first time
✅ We’re working closely with our repair contractors to deliver an improvement plan. Progress is monitored weekly.
Moving in
93 out of 100 people we surveyed were happy with their move.
Some were not because:
- Repairs weren’t finished
- One home didn’t meet expectations
✅ We’re checking homes more carefully before people move in.
The Tenants' Voice (TTV)
The Tenants’ Voice Group has already formed great ideas and made changes to the service we provide, such as:
- Put clear info about compensation on the website
- Promote how to give feedback without making a full complaint
- Compensation to be paid consistently
- Faster phone lines for repairs
✅ These are being put in place
Handling Complaints
More people are now happy with how we handle complaints but we’re not there yet.
✅ We’re improving how we listen, respond, and offer fair outcomes
Newly Built Homes
Some builders didn’t fix small problems after people moved in.
✅ We’ve hired a Development Project Coordinator to check that builders do what they should
New Home Feedback
We asked people in 16 new homes what they thought. Feedback was generally positive, however, some said:
- Some homes need better storage
- They felt left out in mixed-tenure areas
✅ We’ve written a report and will use it to improve future homes.
Find out more
Tenant Satisfaction Measures (TSMs)
Tenant Satisfaction Measures are a way for the Regulator of Social Housing to see how well we are doing. View our latest scores:
Monthly Performance & Customer Satisfaction
Keep up to date with how we're doing.
Your Voice
By joining Your Voice, you can have more opportunities to have your say about how we do things at North Star.