Tenant Satisfaction Measures (often shortened to 'TSMs') are a way of measuring how well landlords are looking after homes and helping their tenants. They were introduced by the Regulator of Social Housing in April 2023. We publish our yearly and quarterly results on this page.
Our Approach
How many TSMs we measure
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 we collect TSM 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.
You can find out more about our approach to collecting the 2024/25 data in the results summary linked below:
How we compare to others
To see how we’re doing compared to others, we work with an organisation called Housemark.
The Regulator of Social Housing also publishes a report which details the average scores across all landlords:
Tenant Perception Measures Results 2025/26
This data is collected through telephone surveys with a sample of customers selected at random.
Satisfaction with overall service
85.3%
down from 86.4% in 2024/25
TP01
Satisfaction with the overall repairs service
83.6%
up from 79.6% in 2024/25
TP02
Satisfaction with time taken to complete most recent repair
79.5%
up from 77.3% in 2024/25
TP03
Satisfaction that their home is well maintained
85.3%
up from 85% in 2024/25
TP04
Satisfaction that their home is safe
87.8%
down from 89.3% in 2024/25
TP05
Satisfaction that North Star listens to tenant views and acts upon them
82.2%
up from 79.4% in 2024/25
TP06
Satisfaction that North Star keeps tenants informed about things that matter to them
88%
up from 83.6% in 2024/25
TP07
Proportion who agree North Star treats them fairly and with respect
91.7%
up from 89.2% in 2024/25
TP08
Satisfaction with North Star’s approach to handling complaints
61.5%
up from 56.2% in 2024/25
TP09
Satisfaction that communal areas are clean and well maintained
77.9%
down from 81.4% in 2024/25
TP10
Satisfaction that North Star makes a positive contribution to neighbourhoods
83.3%
up from 79.5% in 2024/25
TP11
Satisfaction with approach to dealing with anti-social behaviour (ASB)
80.9%
up from 78.8% in 2024/25
TP12
Management Performance Measures 2025/26
These scores come from data we collect in our day-to-day work.
Complaints
| TSM Indicator | TSM Description | Result |
|---|---|---|
| CH01.1 |
Stage one complaints per 1,000 homes |
68.4 |
| CH01.2 |
Stage two complaints per 1,000 homes |
5 |
| CH02.1 |
Stage one complaints responded to in 10 working days |
100% |
| CH02.2 |
Stage two complaints responded to in 20 working days |
100% |
Neighbourhood Management
| TSM Indicator | TSM Description | Result |
|---|---|---|
| NM01.1 |
Anti-social behaviour cases opened per 1,000 homes |
49.5 |
| NM01.2 |
ASB cases involving hate incidents per 1,000 homes |
0.7 |
Repairs and Maintenance
|
TSM Indicator |
TSM Description | Result |
|---|---|---|
| RP01 |
Homes that do not meet the Decent Homes Standard |
0% |
| RP02.1 |
Non-emergency repairs completed within target timescale |
91.9% |
| RP02.2 |
Emergency repairs completed within target timescale |
98.5% |
Building Safety
| TSM Indicator | TSM Description | Result |
|---|---|---|
| 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% |
What’s Improved This Year (2025/26)
- Repair satisfaction has improved again. 83.6% of customers are satisfied with the overall repair service, up from 79.6% last year.
- Repairs are being completed quicker. Satisfaction with the time taken to complete repairs increased to 79.5%, up from 77.3%.
- More customers feel their home is well-maintained. Satisfaction increased to 85.3%, slightly up from 85.0% last year.
- We are listening better. 82.2% of customers said North Star listens to tenant views and acts upon them, up from 79.4%.
- Communication continues to improve. 88.0% of customers feel North Star keeps them informed about what matters to them, up from 83.6%.
- Treating people fairly and with respect remains a major strength. 91.7% of customers agree North Star treats them fairly and with respect, up from 89.2%.
- Complaints handling has improved. Satisfaction with complaints handling increased to 61.5%, up from 56.2%.
- Neighbourhood satisfaction has improved. 83.3% of customers feel North Star makes a positive contribution to neighbourhoods, up from 79.5%.
- Anti-social behaviour satisfaction has improved. 80.9% of customers are satisfied with North Star’s approach to handling ASB, up from 78.8%.
- Emergency repairs performance improved to 98.5% completed within target timescales.
Where We Still Need to Improve
- Overall satisfaction remains high at 85.3%, but this is slightly lower than last year’s result of 86.4%. We want to ensure customers receive a consistently good experience across all services.
- Satisfaction with communal areas has reduced slightly to 77.9%. Customers continue to raise concerns around cleanliness, grounds maintenance and environmental issues in some neighbourhoods.
- Repairs continue to be the biggest source of customer feedback and complaints. While satisfaction has improved, some customers still experience delays, repeat visits and communication issues.
- Complaints volumes increased during the year. Although response times remain strong and satisfaction has improved, we know we must continue improving communication, consistency and early resolution.
- Satisfaction that homes are safe remains high at 87.8%, but this is slightly lower than last year, and we will continue working to reassure customers and maintain confidence.
What We Are Doing to Keep Improving
- We are continuing to improve repairs services by reducing overdue jobs, improving communication and focusing on getting repairs right first time.
- We are using customer feedback and insight more effectively to shape service improvements and identify recurring issues earlier.
- We continue to strengthen complaints handling through improved learning, clearer communication and stronger oversight arrangements.
- We are maintaining 100% compliance with all required gas, fire, asbestos, legionella and lift safety checks to ensure homes remain safe.
- We are continuing to improve neighbourhood services and work with local partners to tackle ASB, fly-tipping, parking issues and environmental concerns.
- Groups such as The Tenants’ Voice, Performance Group and Customer Communications Group continue to help shape services and hold North Star to account.
- We are continuing to develop North Star Online to improve access to services and make it easier for customers to manage their tenancy digitally.
We are proud of the progress made this year, but we know there is always more to do. Customer feedback remains at the heart of everything we do, helping us improve homes, services and communities across North Star.
Thank you to everyone who took part in the surveys!
Find out more detailed information about the measures and our results below:
Our latest performance
As well as reporting our annual scores, as shown above, we also display our most up to date TSM scores. We carry these our every quarter and the most recent results are displayed below
1st January - 31st March 2026
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.
Related Pages
Our Performance
Find out how we're doing, including our monthly performance, annual reports and social value work.
Get Involved
Join our Your Voice customer network to find out about opportunities to influence our services.
Learning from our customers
Find out more about the changes we make in response to the customer feedback we collect day-to-day.