Learning from our Customers

Customer groups continue to play a key role in shaping services, providing challenge, and making sure decisions reflect customer experience. 

Repairs Task and Finish Group

The Repairs Task and Finish Group carried out a detailed review of the repairs service. Members looked at performance information and spoke with senior staff teams. They explored common issues, including communication, repeat visits and customer expectations, before presenting their findings to Board members.

From this, we’re planning action to:
•    Improve data on repair visits, types and completion times. 
•    Improve Customer Service scripts for clear, consistent communication. 
•    Create better customer feedback on the repairs journey. 
•    Use customer insight to improve services for all customers. 
•    Give customers clearer information about repair visits and timescales. 
•    Track progress and report updates to the Board.

The Tenants’ Voice (TTV)

TTV continued to help shape North Star's future plans. Members reviewed the new five-year strategy, complaints, repairs and preparations for Awaab's Law. They also looked at how easy information is to understand, how contractors perform, and how we communicate with customers. They also reviewed our work on damp, mould and condensation, including response times, how we identify risks and how we encourage customers to report problems early.

Following a Board action, TTV will hold an away day to agree its priorities for 2026/27. This will help make sure the group’s work matches the Board's forward plan and annual timetable.

Their work this quarter has led to:
•    Better checks on how damp and mould risks are identified and managed.
•    Clearer customer information about damp and mould.
•    Better tracking of customer recommendations.
•    Stronger links between TTV and the Board.
•    Improvements to TTV recruitment and support for members.
•    A focus on local issues, including ASB in Hardwick.

Consumer Standards Group 

The Consumer Standards Group focused on improving how we deal with reports of Anti-Social Behaviour (ASB). Members looked at customer journeys, case studies and reporting processes. They identified ways to make reporting easier and improve communication and consistency. They also reviewed how we gather evidence, keep records and assess risk to support good case management and meet required standards.

This has led to:
•    Planned improvements to the ASB reporting page and online form.
•    Mystery shopping of the ASB reporting process.
•    A review of how ASB risks are assessed.
•    Clearer updates and information for customers reporting ASB.
•    Better evidence gathering and case records.
•    Clearer examples of how customer feedback leads to service improvements.

Customer Communications Group

The Customer Communications Group continued to improve customer communications and digital services. Members made sure North Star Online continues to develop based on customer feedback and accessibility needs.
This has led to:
•    Improvements to North Star Online so customers can update their disability and support needs.
•    A simpler and easier-to-use online service.
•    Development of new Your Voice features.
•    More self-service options, including pets and adaptations.
•    Continued use of customer feedback to improve online services.

Across all customer groups, customers continue to challenge us and help us improve services, make better decisions and deliver better outcomes.

This page is updated once the information has been presented to our Board.