North Star Housing Group
Tenant Satisfaction Measures 2025/26
Housing associationNorth4,064 homesRegulator code LH0084
In 2025/26, 85.3% of North Star Housing Group's tenants in rented homes were satisfied overall with its service (TP01). That is above the median of 76.9% for housing associations, putting it in the top quartile (27th of 189).
That is down 1.1 points on 2024/25. Against other housing associations, its strongest result was anti-social behaviour and its most room to improve was time taken for repairs.
Compare North Star Housing Group with its peers
Peers by size, region or patch, three-year trends, a what-if tool and a printable report, in the TSM Tracker.
Tenant perception, rented homes
| Measure | 2025/26 | Median for housing associations | Quartile | Since 2024/25 |
|---|---|---|---|---|
| TP01Overall satisfaction | 85.3% | 76.9% | Top | ▼ −1.1 |
| TP02Satisfaction with repairs | 83.6% | 77.7% | Top | ▲ +4.0 |
| TP03Time taken for repairs | 79.5% | 74.1% | 2nd | ▲ +2.2 |
| TP04Well-maintained home | 85.3% | 77.1% | Top | ▲ +0.3 |
| TP05Safe home | 87.8% | 82.0% | Top | ▼ −1.5 |
| TP06Listens and acts | 82.2% | 69.2% | Top | ▲ +2.8 |
| TP07Keeps tenants informed | 88.0% | 77.4% | Top | ▲ +4.4 |
| TP08Fair and respectful | 91.7% | 82.3% | Top | ▲ +2.5 |
| TP09Complaints handling | 61.5% | 41.8% | Top | ▲ +5.3 |
| TP10Communal areas | 77.9% | 71.6% | Top | ▼ −3.5 |
| TP11Neighbourhood contribution | 83.3% | 70.0% | Top | ▲ +3.8 |
| TP12Anti-social behaviour | 80.9% | 64.0% | Top | ▲ +2.1 |
Repairs & building safety
| Measure | 2025/26 | Median for housing associations | Quartile | Since 2024/25 |
|---|---|---|---|---|
| RP01Homes failing Decent Homes (lower is better) | 0.0% | 0.1% | Top | 0.0 |
| RP02_1Non-emergency repairs on time | 90.0% | 85.2% | 2nd | ▼ −2.2 |
| RP02_2Emergency repairs on time | 98.5% | 96.6% | 2nd | ▲ +4.6 |
| BS01Gas safety checks | 100.0% | 100.0% | 2nd | 0.0 |
| BS02Fire risk assessments | 100.0% | 100.0% | 2nd | 0.0 |
| BS03Asbestos surveys | 100.0% | 100.0% | 2nd | 0.0 |
| BS04Legionella assessments | 100.0% | 100.0% | 2nd | 0.0 |
| BS05Lift safety checks | 100.0% | 100.0% | 2nd | 0.0 |
Complaints & neighbourhood
| Measure | 2025/26 | Median for housing associations | Quartile | Since 2024/25 |
|---|---|---|---|---|
| CH01_1Stage 1 complaints rate (lower is better) | 68.4 per 1,000 homes | 61.1 | 3rd | ▲ +24.6 |
| CH01_2Stage 2 complaints rate (lower is better) | 5.00 per 1,000 homes | 12.9 | Top | ▲ +2.20 |
| CH02_1Stage 1 responded in time | 100.0% | 96.2% | Top | ▲ +1.7 |
| CH02_2Stage 2 responded in time | 100.0% | 96.2% | Top | 0.0 |
| NM01_1ASB cases rate (lower is better) | 49.5 per 1,000 homes | 34.9 | 3rd | ▲ +12.3 |
| NM01_2Hate incident cases rate (lower is better) | 0.70 per 1,000 homes | 0.80 | 2nd | ▲ +0.70 |
Quartiles and medians compare North Star Housing Group with the housing associations that published each measure for rented homes.
The 2025/26 tenant survey was run by telephone, 534 responses, margin of error ±4.0 points.
Other housing associations in North
Contains public sector information published by the Regulator of Social Housing, licensed under the Open Government Licence v3.0. Map boundaries: ONS Open Geography Portal, Crown copyright and database right, OGL v3.0. Analysis by CX-Feedback.