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The Regulator of Social Housing is creating a new system for assessing how well social housing landlords in England are doing at providing good quality homes and services.

In addition to introducing revised consumer standards, this will involve a set of tenant satisfaction measures (TSMs) that social landlords must report on.

Residents will be able to use these measures to understand how well their landlords are doing.

There are 22 TSMs covering five themes. 10 of these will be measured by landlords directly, and 12 will be by landlords carrying out tenant perception surveys.

The themes are:

  • Keeping properties in good repair
  • Maintaining building safety
  • Respectful and helpful engagement
  • Effective handling of complaints
  • Responsible neighborhood management

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