Join Your Voice – Help Make a Difference
Your Voice is a simple way to share your ideas and help us improve services for everyone at North Star.
If you’re a North Star customer, you can join a group of people who tell us what’s working, what isn’t, and what we could do better.
You can:
- take part in quick surveys by text or email
- join customer meetings and discussions
- share your views on new ideas and changes
It’s completely flexible and you can take part as little or as often as you like, in-person or online.
We’ll pay you for your time and cover any travel costs if you come to a meeting.
When you sign up, we’ll contact you when new opportunities come up. You choose what feels right for you.
Want to get involved?
Click the link below to sign up today.
Or if you’d prefer a chat first:
Email: communities@northstarhg.co.uk
Call: 03000 11 00 11 and ask for the Communities Team
Watch the video to find out more about Your Voice:
Your feedback in action
You said |
We listened |
This happened |
|
At times, it could be difficult to get through to us on the phone. |
We invested in more digital options so customers can contact us in a way that suits them. |
With the launch of North Star Online, more customers can now report repairs, make payments and update details without needing to call. This has reduced call volumes and improved answer rates. |
|
We need to better understand individual needs and circumstances. |
We improved how we capture information about vulnerabilities and customer preferences. |
We can now tailor services more effectively and make sure support is in place where it’s needed most, helping us deliver a more inclusive service. |
|
You want your feedback to make a real difference. |
We strengthened our Your Voice groups and aligned their work with our Board decisions. |
Customers now directly influence service improvements, with a Recommendation Tracker in place so that staff and The Tenants' Voice (TTV) can track feedback and see what’s changed as a result of your feedback. |
|
Complaints weren’t always handled quickly or consistently. |
We introduced a dedicated complaints handling role instead of assigning cases to different managers. |
Satisfaction with complaints handling is now 88%. Our overall satisfaction score increased from 56% to 61%, and average handling time reduced from 10 days to 3 days. These results are sector-leading, and we’ll keep improving how we put things right. |
|
Test services more to make sure they are delivering expected results. |
Through our Consumer Standards Group, we carry out regular testing, including call listening, mystery shopping and live service checks. |
We now have a clearer picture of where we need to improve. We’re using this insight to give staff the knowledge and skills to deliver a consistent service for all customers. |
|
Make services accessible for everyone and work with expert partners so all voices are heard. |
We partnered with Dementia Action Teesside to understand how people living with dementia and their carers experience our services and spaces. We’re also working with other specialist organisations. |
Dementia Action Teesside have confirmed our services are broadly accessible and supportive. We’re acting on their feedback, including creating a staff resource pack so we can better signpost people to the right support when they need it most. |
Last updated: March 2026
Your Voice groups
The Tenants’ Voice (TTV)
This is our core customer group that sits at the heart of the other Your Voice groups. They help us stay accountable by looking closely at how we work and making sure customers’ views are at the heart of our decisions. They also work with other Your Voice groups and speak directly to our Board.
Consumer Standards Group
This group works with staff to ensure we meet important customer standards set by the Regulator of Social Housing and helps define what good service looks like.
Policy Review Group
Customers in this group help shape our policies from the start, making sure they are easy to understand and based on what matters to customers.
Performance Group
This group reviews our performance — including complaints — and provides honest feedback to help us improve.
Customer Communications Group
This group helps shape how we communicate with you. They help make sure we cover important topics in an accessible and inclusive way.
Task & Finish Groups
These groups are set up temporarily to focus on specific topics or projects.
Tenant Events & Consultations
We also run events, surveys, and other activities to hear from as many customers as possible and build stronger relationships.
We want our groups to reflect all the different people living in our homes. Everyone is welcome to get involved as little or as often as you'd like (excl. TTV, which involves an application process).
Your Voice Meetings Schedule
UPCOMING:
Consumer Standards Group – Tuesday 21st April – 2pm – 4pm
TTV Meeting – Tuesday 28th April 12pm – 2pm
TTV Meeting – Tuesday 19th May 12pm – 2pm
Policy Group – Tuesday 9th June 1:30pm – 3:30pm
Performance Group – Tuesday 16th June 1:30pm – 3:30pm
TTV Meeting – Tuesday 23rd June 12pm – 2pm
Consumer Standards Group – 6th July 10am – 12pm
TTV Meeting – Tuesday 21st July 12pm – 2pm
TTV Meeting – Monday 24th August
TTV Meeting – Tuesday 22nd September
TTV Meeting – Tuesday 20th October
TTV Meeting – Monday 23rd November
TTV Meeting – Tuesday 15th December
TTV Meeting – Tuesday 26th January 2027
TTV Meeting – Monday 22nd February 2027
TTV Meeting – Tuesday 23rd March 2027
