Customer Voice

At times, it could be difficult to get through to us on the phone.

We invested in more digital options so customers can contact us in a way that suits them.

With the launch of North Star Online, more customers can now report repairs, make payments and update details without needing to call. This has reduced call volumes and improved answer rates.

We need to better understand individual needs and circumstances.

We improved how we capture information about vulnerabilities and customer preferences.

We can now tailor services more effectively and make sure support is in place where it’s needed most, helping us deliver a more inclusive service.

You want your feedback to make a real difference.

We strengthened our Your Voice groups and aligned their work with our Board decisions.

Customers now directly influence service improvements, with a Recommendation Tracker in place so that staff and The Tenants' Voice (TTV) can track feedback and see what’s changed as a result of your feedback.

Complaints weren’t always handled quickly or consistently.

We introduced a dedicated complaints handling role instead of assigning cases to different managers.

Satisfaction with complaints handling is now 88%. Our overall satisfaction score increased from 56% to 61%, and average handling time reduced from 10 days to 3 days. These results are sector-leading, and we’ll keep improving how we put things right.

Test services more to make sure they are delivering expected results.

Through our Consumer Standards Group, we carry out regular testing, including call listening, mystery shopping and live service checks.

We now have a clearer picture of where we need to improve. We’re using this insight to give staff the knowledge and skills to deliver a consistent service for all customers.

Make services accessible for everyone and work with expert partners so all voices are heard.

We partnered with Dementia Action Teesside to understand how people living with dementia and their carers experience our services and spaces. We’re also working with other specialist organisations.

Dementia Action Teesside have confirmed our services are broadly accessible and supportive. We’re acting on their feedback, including creating a staff resource pack so we can better signpost people to the right support when they need it most.