Tenant Satisfaction Measures
TSMs are a way of measuring how well landlords are looking after homes
Tenant Satisfaction Measures (TSMs) 2024/25
| TSM Indicator | TSM Description | 2024/25 | Direction from Last Year |
|---|---|---|---|
| TP01 | Satisfaction with overall service | 86.4% | ▲ |
| TP02 | Satisfaction with the overall repairs service | 79.6% | ▲ |
| TP03 | Satisfaction with time taken to complete most recent repair | 77.3% | ▲ |
| TP04 | Satisfaction that their home is well maintained | 85% | ▲ |
| TP05 | Satisfaction that their home is safe | 89.3% | ▼ |
| TP06 | Satisfaction that North Star listens to tenant views and acts upon them | 79.4% | ▲ |
| TP07 | Satisfaction that North Star keeps tenants informed about things that matter to them | 83.6% | ▲ |
| TP08 | Proportion who agree North Star treats them fairly and with respect | 89.2% | ▲ |
| TP09 | Satisfaction with North Star’s approach to handling complaints | 56.2% | ▲ |
| TP10 | Satisfaction that communal areas are clean and well maintained | 81.4% | ▲ |
| TP11 | Satisfaction that North Star makes a positive contribution to neighbourhoods | 79.5% | ▲ |
| TP12 | Satisfaction with approach to handling anti-social behaviour | 78.8% | ▲ |
| 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% | |
| 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 | |
| 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% | |
| 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% |
How Your Feedback is Helping Us Improve
Thank you to everyone who shared their views in our latest surveys. Your feedback shows where we’ve made progress and where we still need to get better.
What’s Improved This Year (2024/25)
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Overall satisfaction is up! Last year, 83.2% of customers were happy with our services — this year, it’s 86.4%.
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Repairs are improving. 79.6% of customers are happy with repairs (up from 78.5%) and more feel repairs are done quicker.
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More people feel safe at home. 89.3% feel their home is safe, an increase from last year.
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We are listening better. 79.4% say we listen and act on your views — this has improved from 77.5%.
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Treating people fairly. 89.2% feel we treat tenants with fairness and respect, up from 88.1%.
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Neighbourhoods are better looked after. Satisfaction with communal areas is now 81.4%, up from last year.
Where We Still Need to Improve
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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.
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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.
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 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.
Our latest performance
1st April 2025 - 30th June 2025
FAQs
How many TSMs are there?
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 does North Star collect the 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.
How do we compare to others?
To see how we’re doing compared to others, we work with an organisation called Housemark. They gathered results from 221 landlords in England who chose to share their data for the year April 2023 to March 2024.
Everyone who took part followed the same rules and definitions set by the Regulator of Social Housing. Housemark checked all the data carefully before analysing it.
Here’s who took part:
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118 housing associations
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103 local councils
Where they’re based:
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North – 62
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Central – 71
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South – 45
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London – 43
In the diagram linked below, for each score we’ve included, you’ll also see three comparison scores:
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Lower Quartile – the average of the lowest 25%
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Average – the overall average
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Upper Quartile – the average of the top 25%
What does North Star do with the data?
We use the TSM data to understand what we’re doing well and where we need to improve. For example, last year's results show that many customers are happy with the speed of repairs, but we also know that some people have had a slower experience. This tells us that our service isn’t always consistent.
Over the next year, we’ll focus on making sure everyone gets the same high-quality service. We’ll do this by:
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Talking to involved tenants to better understand your experience and how we can make it better
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Learning from the positive feedback and building on what works
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Bringing in new services to improve how we work
- ... and more.
Your feedback helps shape the changes we make and we really appreciate everyone who takes part in the surveys.
We collect and publish tenant satisfaction data every three months.
Thank you to everyone who took part in the surveys!
Find out more detailed information about the measures and our results in the reports:
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.