Learning from our Customers

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.