Why we listen
We want the homes and service we provide to be of the highest quality. We listen to customers so we can understand how to achieve this aim, nobody knows our services better than our customers. Acting on feedback enables us to design services based on people’s needs, improve levels of satisfaction and increase the value of what we do.
How we listen
The relationship we have with our customers is most important to us and have established a range of ways to listen, respond and engage with customers.
Involvement – We work together with customers through virtual and in-person meetings, one to one sessions and surveys to monitor and improve what we do. Read more here about the ways customers can be involved with North Star.
In 2022 we have consulted over 700 customers on fire safety to inform our approaches to this critical priority. Our Communities Team are currently consulting customers on access to information. We want to understand what information matters to customers and how we can share information so it’s accessible to everyone.
If you are interested in being involved, please sign up to Your Voice using this link to get updates.
Feedback – We collect real-time feedback from customers who are using our services to understand how satisfied they are and what their experience has been. We monitor this to build understanding about what’s going well and what needs more attention. Where a customer has a poor experience, we’ve committed to contacting them within 24 hours to put things right. Read more here about how we collect and use customer feedback.
Research: We work with a range of external organisations, including the Institute of Customer Service, to improve our services and customer experience. Through the Institute we conduct a regular survey with customers to understand levels of satisfaction and how customers view us as a landlord. We use the results to identify areas for improvement and develop our strategies. The results also enable us to compare ourselves against high performing customer service organisations using the UK Customer Service Index (UKCSI). You can view a summary of our 2022 survey results here.
Working with the Institute we also conducted in-depth research with customers to understand key issues for customers and identify priorities for improvement. Our research engaged over 300 customers from a range of communities.
By listening and engaging with customers, we understand what matters most to customers.
