The Regulator of Social Housing’s Consumer Standards set out the rules North Star must follow to ensure your home is safe, secure, and well maintained.
The standards also make sure we give you a great service. This includes how we speak with you and how we treat you.
There are four groups of consumer standards, and 60 rules in total. You can read more about them below, or visit the gov.uk website (link below) to see all the details.
The Regulator checks how we’re doing by:
-
Looking at the information we give them.
-
Visiting and doing inspections.
-
Checking our Tenant Satisfaction Measures (TSMs). These are scores based on what you tell us in surveys and the data we already have.
At North Star, we want to do even better than just meeting the rules. That’s why we the work our Your Voice customers do is so important – to make sure you always get the best service from us
Find out how we're performing against the Tenant Satisfaction Measures (TSMs)
The Four Consumer Standards – What They Mean at North Star
Safety and Quality Standard
This is about making sure your home is safe, clean, and well looked after.
It includes things like repairs, replacing old kitchens or bathrooms, and checking the condition of our homes. It also covers our health and safety checks.
Transparency, Influence and Accountability Standard
This means we must be open and honest with you.
We listen to you, treat you with respect, and make sure everyone can use our services.
It also means giving you the chance to share your ideas and give feedback to help us improve.
Neighbourhood and Community Standard
This one is about what happens outside your front door. It includes things like keeping shared areas tidy, dealing with anti-social behaviour, and working with others to make your neighbourhood a safe, friendly and welcoming place.
Tenancy Standard
This covers your full journey with us – from the moment you apply for a home to when you move out.
It includes how we let homes, swap homes (called a mutual exchange), and how we support you through changes in your life
Want to learn more?
If you’d like to help us improve our services, take a look at the different groups you can join via Your Voice – there might be one that’s just right for you!
And if you have any feedback or ideas, we’d love to hear from you.