Tenant Satisfaction Measures
Tenant Satisfaction Measures (TSMs) are a way of measuring how well landlords are looking after homes and
In April 2023, it became law for landlords to report Tenant Satisfaction Measures (TSMs) to the Regulator of Social Housing.
1st January 2025 - 31st March 2025
Our latest performance
Our Tenant Satisfaction Measures Results - Year End 2023/24
Tenant Perception Measures
| TSM Indicator | TSM Description | Score |
|---|---|---|
| TP01 | Satisfaction with overall service | 83.2% |
| TP02 | Satisfaction with the overall repairs service | 78.5% |
| TP03 | Satisfaction with time taken to complete most recent repair | 74.7% |
| TP04 | Satisfaction that their home is well maintained | 83% |
| TP05 | Satisfaction that their home is safe | 91.1% |
| TP06 | Satisfaction that North Star listens to tenant views and acts upon them | 77.5% |
| TP07 | Satisfaction that North Star keeps tenants informed about things that matter to them | 80% |
| TP08 | Proportion of respondents who agree North Star treats them fairly and with respect | 88.1% |
| TP09 | Satisfaction with North Star’s approach to handling complaints | 50.8% |
| TP10 | Satisfaction that communal areas are clean and well maintained | 75.8% |
| TP11 | Satisfaction that North Star makes a positive contribution to neighbourhoods | 72.3% |
| TP12 | Satisfaction with North Star’s approach to handling anti-social behaviour | 71.3% |
Management Performance Measures
| TSM Indicator | TSM Description |
Score |
| CH01.1 | Stage one complaints per 1,000 homes |
37 |
| CH01.2 | Stage two complaints per 1,000 homes | 0.8 |
| CH02.1 | Stage one complaints responded to on time – without extension | 82.6% |
| CH02.1 | Stage one complaints responded to on time – with extension | 94.44% |
| CH02.2 | Stage two complaints responded to on time | 100% |
| NM01.1 | Anti-social behaviour cases opened per 1,000 homes | 43.1 |
| NM01.2 | Hate incident ASB cases opened per 1,000 homes | 0.77 |
| RP01 | Homes not meeting the Decent Homes Standard | 0.13% |
| RP02.1 | Non-emergency repairs completed on time | 89.7% |
| RP02.2 | Emergency repairs completed on time | 96.6% |
| BS01 | Gas safety checks completed | 99.94% |
| BS02 | Fire risk assessments completed | 100% |
| BS03 | Asbestos management surveys/re-inspections completed | 100% |
| BS04 | Legionella risk assessments completed | 97.77% |
| BS05 | Communal passenger lift safety checks completed | 99.51% |
Thank you to everyone who took part in the surveys!
Find out more detailed information about the measures and our results in the reports:
FAQs
How many TSMs are there?
There are 22 measures in total. For 12 of these, landlords must ask customers for feedback through surveys. These are 'Tenant Perception Measures'. The other 10 are based on information we already collect through our day-to-day work. These are the 'Management Performance Measures'.
How does North Star collect the data?
We work with an independent company called TLF Research to collect satisfaction information. Every three months, TLF contacts a random selection of customers by telephone to get feedback on how they feel North Star is doing.
By providing feedback, you can help us improve the services we deliver to you. TLF Research is based in Huddersfield, West Yorkshire so the number will begin with 01484. If you do not want to take part in the survey, let the caller know.
How do we compare to others?
To see how we’re doing compared to others, we work with an organisation called Housemark. They gathered results from 221 landlords in England who chose to share their data for the year April 2023 to March 2024.
Everyone who took part followed the same rules and definitions set by the Regulator of Social Housing. Housemark checked all the data carefully before analysing it.
Here’s who took part:
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118 housing associations
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103 local councils
Where they’re based:
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North – 62
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Central – 71
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South – 45
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London – 43
In the diagram below, for each score we’ve included, you’ll also see three comparison scores:
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Lower Quartile – the average of the lowest 25%
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Average – the overall average
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Upper Quartile – the average of the top 25%
What does North Star do with the data?
We use the TSM data to understand what we’re doing well and where we need to improve. For example, last year's results show that many customers are happy with the speed of repairs, but we also know that some people have had a slower experience. This tells us that our service isn’t always consistent.
Over the next year, we’ll focus on making sure everyone gets the same high-quality service. We’ll do this by:
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Talking to involved tenants to better understand your experience and how we can make it better
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Learning from the positive feedback and building on what works
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Bringing in new services to improve how we work
- ... and more.
Your feedback helps shape the changes we make and we really appreciate everyone who takes part in the surveys.
You can find out more in the full report:
We collect and publish tenant satisfaction data every three months.
Don't want to wait for a survey to give us some feedback?
You can contact us any time in a way that suits you to let us know about your experiences.