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North Star welcomes residents of Darlington Housing Association - Find out more

The Regulator of Social Housing (RSH) sets the standards that Landlords, such as North Star must meet.

In April 2023 the RSH set out a new way to assess how Landlords in England are doing at providing good quality homes and services.

There are 22 measures, that a Landlord must use to assess itself. Customer feedback surveys must be used for 12 of the measures. North Star also needs to set out its performance against 10 other measures using information that we hold about our operational activity.

We have always valued customer feedback and use it to improve what we do, and how we do it. The new approach will help to make sure that the performance of landlords is clear to its tenants, and the regulator. The regulator will publish all the results so tenants can compare how North Star is doing against other Landlords.

We have been collecting TSM data from 1st the of April 2023. Thank you so much to everyone who has taken part. We are working with an independent company, TLF Research to collect the satisfaction information. TLF will be contacting a selection of customers by telephone at random every three months to get customer 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, and its call will begin with the number 01484. If you do not want to participate in the survey, let the surveyor know.

We will share our first year results with the regulator and our customers in June 2024.

Find out more about TSMs

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The new TSMs make the performance of landlords more visible to tenants, as well as informing the Regulator of Social Housing how landlords can improve services for their tenants.

These will come into place from April 2023.

How will we collect the data?

North Star is working with TLF Research.

TLF will be contacting a selection of customers by telephone at random to provide feedback on the TSMs.

By providing feedback, you can help us improve the services we deliver to you.

TLF Research is based in Huddersfield, West Yorkshire, and its call will begin with the number 01484.

If you do not want to participate in the survey, let the surveyor know.

What happens next?

North Star will collect responses every three months and identify the service areas we need to improve. Each year, we’ll submit them to the Regulator of Social Housing, who will track the sector’s performance to see where improvements can be made.

Find out more about TSMs