How We’re Listening and Taking Action: April - June 2025
Below are our satisfaction scores collected from surveys between April and June 2025, as well as our targets:
|
Service |
Q4 Mar 2025 |
Q1 June 2025 |
Target |
|
Repairs |
86.5% |
74.1% |
86%* |
|
Gas Servicing |
95.9% |
97.6% |
90% |
|
Call Handling |
96.4% |
92.8% |
96% |
|
Moving Into a Home |
93.2% |
100% |
96% |
|
Complaints Handling |
66.6% |
100% |
70% |
|
Planned Maintenance |
91.3% |
Reported annually |
93% |
|
New Build Homes |
90% |
Reported annually |
95% |
|
Major Adaptations |
100% |
Reported annually |
95% |
*This target has been amended from 88% based on a new way of conducting the survey
Repairs
You told us:
- Repairs need to be done faster
- You want better updates
- Jobs should be done right the first time
Satisfaction with repairs has decreased.
✅ We’re working closely with our repair contractors to deliver an improvement plan. Ian Williams has agreed to add more staff, and changes are being made to improve service, communication, and response times. Progress is monitored weekly.
Handling Complaints
We had 8 more complaints in Q1 than the same time last year. Most services stayed the same, but there were a few extra about other contractors (like window cleaning by Atlas).
The number of complaints we upheld went up by 10.6%. This shows we are being more consistent.
✅ We now have a dedicated Complaints Lead. This means faster replies, fairer compensation, and better results. Complaints are now fixed in 3 working days on average. Early surveys (7 replies) show 100% satisfaction with how complaints are handled.
Your Voice: Customer Involvement Groups
Our customer groups have been working hard to make services better.
-
The Tenants’ Voice (TTV) joined us at our first session to shape Leading and Growing to 2031, our five-year corporate strategy. They have shared ideas such as a dedicated complaints number, a tenant-led Facebook group, training for members, and even a community fund. Working closely with the Board and Executive Team, TTV is becoming a more strategic partner, directly shaping governance, communications, and service development.
-
The Performance Group reviewed repairs and complaints. They highlighted that satisfaction is below target and complaints have risen, mostly linked to subcontractors. They called for better tracking, more training, and fairer compensation. Next steps include closer checks on Ian Williams, hiring more staff, clearer updates for customers, and regular community meetings.
-
The Consumer Standards Group focused on accessibility. They praised the Customer Service Team but suggested more options, such as translation for website content, testing accessibility through mystery shopping, and releasing new app features as soon as they are ready.
✅ Together, these groups are shaping services, improving communication, and making North Star more accessible and accountable.
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.