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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.

How will we collect the data?

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.

How do we compare to others?

To ensure we can benchmark against other Housing Associatons, we work with Housemark. Housemark collected data from 221 English landlords choosing to submit year-end TSM results for the period April 2023 to March 2024. Our data entry fields match the Regulator of Social Housing’s TSM guidance and definitions. Data collection included headline results for all 22 TSMs with a small number of contextual fields. Tenant perception survey satisfaction results are based on responses from low cost rental accommodation, unless specified otherwise. Data collection took place April-May 2024. This included a thorough data validation and quality assurance check before analysis started.

Number of landlords included in Housemark benchmarking:

Housing Associations – 118
Local Authorities – 103

Location of landlords included in Housemark benchmarking:
North – 62
Central – 71
South – 45
London – 43

Against each score below, we have listed three comparative scores, Lower Quartile – this is the average score of those in the lowest 25% of scores, Average – this is the average score of all landlords, Upper Quartile – this is the average score of those in the highest 25% of scores.

Further details on Housemark can be found at:

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 (External Website)

How are North Star doing?

A full detailed summary can be found by clicking here and a brief, easy-to-read summary can be found by clicking here.

Here are our 2023/24 results: