Tenant Satisfaction Measures (often shortened to 'TSMs') are a way of measuring how well landlords are looking after homes and helping their tenants. They were introduced by the Regulator of Social Housing in April 2023. We publish our yearly and quarterly results on this page.
Our Approach
How many TSMs we measure
There are 22 measures in total. For 12 of these, landlords must ask customers for feedback through surveys. These are 'Tenant Perception Measures'. The other 10 are based on information we already collect through our day-to-day work. These are the 'Management Performance Measures'.
How we collect TSM data
We work with an independent company called TLF Research to collect satisfaction information. Every three months, TLF contacts a random selection of customers by telephone to get feedback on how they feel North Star is doing.
By providing feedback, you can help us improve the services we deliver to you. TLF Research is based in Huddersfield, West Yorkshire so the number will begin with 01484. If you do not want to take part in the survey, let the caller know.
You can find out more about our approach to collecting the 2024/25 data in the results summary linked below:
How we compare to others
To see how we’re doing compared to others, we work with an organisation called Housemark.
The Regulator of Social Housing also publishes a report which details the average scores across all landlords:
Tenant Perception Measures Results 2024/25
This data is collected through telephone surveys with a sample of customers selected at random.
Satisfaction with overall service
86.4%
up from 83.2% in 2023/24
TP01
Satisfaction with the overall repairs service
79.6%
up from 78.5% in 2023/24
TP02
Satisfaction with time taken to complete most recent repair
77.3%
up from 74.7% in 2023/24
TP03
Satisfaction that their home is well maintained
85%
up from 83% in 2023/24
TP04
Satisfaction that their home is safe
89.3%
down from 91.1% in 2023/24
TP05
Satisfaction that North Star listens to tenant views and acts upon them
79.4%
up from 77.5% in 2023/24
TP06
Satisfaction that North Star keeps tenants informed about things that matter to them
83.6%
up from 80% in 2023/24
TP07
Proportion who agree North Star treats them fairly and with respect
89.2%
up from 88.1% in 2023/24
TP08
Satisfaction with North Star’s approach to handling complaints
56.2%
up from 50.8% in 2023/24
TP09
Satisfaction that communal areas are clean and well maintained
81.4%
up from 75.8% in 2023/24
TP10
Satisfaction that North Star makes a positive contribution to neighbourhoods
79.5%
up from 72.3% in 2023/24
TP11
Satisfaction with approach to dealing with anti-social behaviour (ASB)
78.8%
up from 71.3% in 2023/24
TP12
Management Performance Measures 2024/25
These scores come from data we collect in our day-to-day work.
Complaints
| TSM Indicator | TSM Description | Result |
|---|---|---|
| CH01.1 |
Stage one complaints per 1,000 homes |
43.8 |
| CH01.2 |
Stage two complaints per 1,000 homes |
2.8 |
| CH02.1 |
Stage one complaints responded to in 10 working days |
98.3% |
| CH02.2 |
Stage two complaints responded to in 20 working days |
100% |
Neighbourhood Management
| TSM Indicator | TSM Description | Result |
|---|---|---|
| NM01.1 |
Anti-social behaviour cases opened per 1,000 homes |
37.2 |
| NM01.2 |
ASB cases involving hate incidents per 1,000 homes |
0 |
Repairs and Maintenance
|
TSM Indicator |
TSM Description | Result |
|---|---|---|
| RP01 |
Homes that do not meet the Decent Homes Standard |
0% |
| RP02.1 |
Non-emergency repairs completed within target timescale |
92.2% |
| RP02.2 |
Emergency repairs completed within target timescale |
93.9% |
Building Safety
| TSM Indicator | TSM Description | Result |
|---|---|---|
| BS01 | Homes with all required gas safety checks completed | 100% |
| BS02 | Homes with all required fire risk assessments completed | 100% |
| BS03 | Homes with all required asbestos inspections completed | 100% |
| BS04 | Homes with all required legionella risk assessments completed | 100% |
| BS05 | Homes with all required lift safety checks completed | 100% |
What’s Improved This Year (2024/25)
- Overall satisfaction is up! Last year, 83.2% of customers were happy with our services — this year, it’s 86.4%.
- Repairs are improving. 79.6% of customers are happy with repairs (up from 78.5%) and more feel repairs are done quicker.
- More people feel safe at home. 89.3% feel their home is safe, an increase from last year.
- We are listening better. 79.4% say we listen and act on your views — this has improved from 77.5%.
- Treating people fairly. 89.2% feel we treat tenants with fairness and respect, up from 88.1%.
- Neighbourhoods are better looked after. Satisfaction with communal areas is now 81.4%, up from last year.
Where We Still Need to Improve
Anti-social behaviour is still a concern for some customers. We’ve improved our support, but we will keep working to make neighbourhoods safe and welcoming.
Complaints handling is better, but only 56.2% of customers are happy with how we deal with complaints, though this is up from 50.8%. We know we must do more to fix problems quickly and fairly.
What We Are Doing to Keep Improving
- We are working with customers to make repairs quicker and get them right first time.
- We’ve set up a new group to look at complaints and make sure lessons are learned.
- We’re using new safety systems to keep your homes safe with all required checks up to date.
- We’re improving neighbourhood services and working with partners to tackle local issues.
- Our new Your Voice and The Tenants' Voice groups are helping shape services based on your views.
We are proud of the progress made, but we know there’s always more to do. Your feedback matters — together, we can keep improving homes, services, and communities.
Thank you to everyone who took part in the surveys!
Find out more detailed information about the measures and our results below:
Our latest performance
As well as reporting our annual scores, as shown above, we also display our most up to date TSM scores. We carry these our every quarter and the most recent results are displayed below
1st October 2025 - 31st December 2025
Don't want to wait for a survey to give us some feedback?
You can contact us any time in a way that suits you to let us know about your experiences.
Related Pages
Our Performance
Find out how we're doing, including our monthly performance, annual reports and social value work.
Get Involved
Join our Your Voice customer network to find out about opportunities to influence our services.
Learning from our customers
Find out more about the changes we make in response to the customer feedback we collect day-to-day.