How We’re Listening and Taking Action: June - September 2025
Below are our satisfaction scores collected from customer surveys between June and September 2025, as well as our targets.
This is updated quarterly once the information has been presented to our Board:
|
Service |
Q1 June 2025 |
Q2 September 2025 |
Target |
|
Repairs |
74.1% |
76.1% |
86%* |
|
Gas Servicing |
97.6% |
98.6% |
90% |
|
Call Handling |
92.8% |
94.1% |
96% |
|
Moving Into a Home |
100% |
100% |
96% |
|
Complaints Handling |
100% |
91.7% |
70% |
|
Planned Maintenance |
Reported annually |
Reported annually |
93% |
|
New Build Homes |
Reported annually |
Reported annually |
95% |
|
Major Adaptations |
Reported annually |
Reported annually |
95% |
*This target has been amended from 88% based on a new way of conducting the survey
Repairs
What you told us:
- Repairs need to be quicker
- You want clearer updates
- Jobs should be fixed in one visit
Repairs are still the area where we receive the most feedback. We know the service isn't as good as it should be yet.
What we’re doing:
- We meet every week with our repairs contractor, Ian Williams, to check progress and sort problems quickly.
- Your Voice customers have set up a Repairs Task and Finish group to help us look at and suggest improvements for the whole repair journey – from booking, to visits, to the final fix.
Handling Complaints
Our Complaints Lead now handles complaints, so they are resolved more quickly and consistently.
Most complaints are still about repair delays or missed appointments. We focus on these areas while we work with Ian Williams on our Repairs Improvement Plan.
What we’re doing:
- We respond to every complaint on time.
- Most complaints are fixed in about five working days, which is quicker than the timeframe we set in our Complaints Policy.
- We now double-check that follow-on work is done when we say it will be.
- Damp and mould cases were all handled properly and followed Awaab’s Law.
Your Voice: Customer Involvement Groups
The Tenants’ Voice (TTV)
TTV is the customer group that sits at the heart of Your Voice. They have links to all of the other groups, North Star staff and our Board. They have updated how they work and are now aligned with how the Board works. Members are also doing a course to help them understand data and survey results.
Performance Group
This group met to look at repairs, voids, lifts and the new app, North Star Online.
They asked for a Repairs Task & Finish group to be set up to look at stopping repeat repair visits. This is now happening.
Repairs Task & Finish Group
As above, this group - which will exist for the duration of their project - is currently reviewing:
- how repairs are booked
- appointment times
- communication
- how many visits jobs need
Their ideas will help shape our repairs policy and contracts.
Customer Communications Group
This group discussed how we can better close the loop on customer feedback. They suggested consistent use of statistical comparisons and sending a simple “Your Voice” update every three months to ensure customers are kept informed and work isn't duplicated.
They also suggested that a real staff member read the menu options when customers call us, and that we make call-queue messages clearer. We will implement these suggestions in early 2026.
Customer Innovation Session
In November, we held a creative session with customers, led by Waterstons, to generate ideas to apply for the Social Housing Innovation Fund.
Customers came up with many brilliant ideas for how we could fund projects to improve services and communities.
These were narrowed down to one idea called Community Spirit. Community Spirit is about bringing help and activities into communities, especially rural areas. This includes skills support, digital help, and ways for people to connect locally. We are now turning this into a bid for the fund.
Summary
Customer feedback is helping us:
- improve repairs
- fix complaints faster
- make our services easier to use
- plan better communication
- design new ideas for the future
Whether from surveys, Your Voice groups, or complaints, feedback is making a real difference, helping shape what we do and how we make things better.
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.