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Customer Voice

Learning from our customers and ways to get involved

Want more opportunities to have your voice heard by North Star?

Your Voice is our group of involved tenants. They attend meetings and complete surveys to improve how we do things at North Star. Find out more about the work they do, the changes we've made as a result of feedback, and how to get involved.

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Read our Customer Involvement Framework

Learning from our customers

Find out what customer feedback we had from satisfaction surveys in the last quarter and what actions we are taking to improve. This information gets presented to our Board so they can see how we're doing.

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Three people sit at a table in a light room having a work meeting. Two are facing away from the camera. A person between them is facing towards the camera. Their head is turned to the side as if talking to someone out of view.

Tenant Satisfaction Measures (TSMs)

Tenant Satisfaction Measures (TSMs) are a way of measuring how well landlords are looking after homes and helping their tenants. We publish our yearly and quarterly scores.

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A group of people and a dog sat talking in a brightly lit and decorated communal space.

Monthly Performance & Customer Satisfaction

We look closely at the feedback we get each month and take action based on it.

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Four women are working at their desks in a bright, modern office. They are using desktop computers and appear focused and engaged. One woman is wearing a headset, and others are smiling and interacting. Office supplies, mugs, and documents are neatly arranged on the desks. A green sign on one desk displays the words "Creative, Courageous, Connected," reflecting North Star's values.

Learning from complaints

Every month, we look closely at the complaints and service requests we receive from customers. This helps us spot problems and make things better. We create monthly blog posts to share updates.

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The Tenants' Voice (TTV)

At the heart of Your Voice is The Tenants' Voice (TTV) - a group of diverse customers who work closely with our staff and board to make sure customer voices are heard and changes are made.

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Recent Customer Feedback

Find out what our customers had to say about the great service they received from the Customer Service team:

"Very helpful and understanding"

Very helpful and kind and makes me happy.

Diane W - Middlesbrough

"Amazing and Listens"

Di is amazing, she listens and understands what’s going on.

Norina - Thornaby

"Speedy Resolution"

Sorted my query out, pleasant to speak to.

Jasper - Darlington

Putting Customers First

Our memberships and accreditations show our commitment to listening, learning, and delivering excellent services for our customers.