Learning from our Customers

Your Voice groups continue to play a key role in shaping services, providing challenge, and making sure decisions reflect customer experience. 

The Tenants’ Voice (TTV)

Between June and September, TTV have played a key part in:

Shaping North Star's five-year strategy
- Recommended clearer language, a glossary and more transparent measures for our Leading and Growing to 2031 strategy.
- Shared customer experiences with the Regulator of Social Housing’s inspection team.

Preparing for Awaab’s Law
- Reviewed preparations for Phase 2, including emergency reports, inspections, risk assessments and contractor responses.

Improving complaints
- Reviewed the updated complaints process and how complaints are recorded and monitored.
- Welcomed an 87.5% customer satisfaction rate for complaint handling in Q1.
- Requested further analysis of compensation payments.

Improving communal services
Customer feedback has led to:
- Clearer information about chargeable services.
- Updated letters explaining service standards and cleaning frequencies.
- QR codes to make feedback easier to provide at communal schemes.

Customer satisfaction with communal cleanliness and maintenance reached 90.6% in Q1. TTV will continue to monitor performance.

Tracking recommendations
We have improved how customer recommendations are tracked. The process now aims to confirm that actions are completed, service managers have verified the changes, and customers have had an opportunity to review the outcomes.

Looking ahead

At their July away day, TTV identified future priorities, including safeguarding, domestic abuse, housing allocations, data protection and cyber security.

Consumer Standards Group

Between June and September, the Consumer Standards Group has been involved in: 

Improving our response to anti-social behaviour (ASB)
The group reviewed how customers report ASB, how cases are handled and how North Star communicates with customers.
Changes being developed
- Improving the online reporting form so customers can provide the information needed to assess concerns.
- Clarifying automatic acknowledgements, including response times and next steps.
- Strengthening email handling when a Housing Officer is unavailable.
- Testing automated tools to help direct reports to the right team.

The group highlighted the need to maintain non-digital reporting options and consider how carers and advocates can report concerns on customers’ behalf.
Members also recommended sharing more information about the changes resulting from customer feedback, using accessible formats such as written updates, digital communications and videos.

Policy Group

Between June and September, the Policy Group has been involved in: 
- Improving repairs and replacement decisions
- Sixteen customers joined a Policy Group discussion about decisions to repair or replace key home components, including boilers, kitchens, bathrooms and wet rooms.
- Customers called for clearer explanations of replacement decisions, more consistent workmanship and greater consideration of individual circumstances.

What customers told us
- Age alone should not determine whether a component is replaced; its condition and performance also matter.
- Customers with disabilities and those using mobility equipment may have different needs and experience additional wear and tear.
- Customers need clearer information about expected component lifespans, inspection criteria and how to challenge decisions.

What happens next?
We will:
- Work with Asset and Property Services to respond to customers’ questions and recommendations.
- Review guidance explaining replacement decisions, expected lifespans and when exceptions may apply.
- Consider individual circumstances, including disability, vulnerability and the condition of the home.
- Review contractor workmanship, materials, quality checks and repeat repairs.
- Consider suggestions on procurement and value for money.
- Review the timing of satisfaction surveys to ensure feedback is collected at the appropriate stage.
- Share responses and agreed improvements with the Policy Group and TTV.

These actions will help customers better understand decisions about their homes, the standards they can expect and how their feedback influences improvements.

_{This page is updated once this information has been presented to our Board.}