Client : North Star
From Awkward Silence to Real Influence
How North Star Got Talking
North Star has been on a mission to make sure customers don’t just get service but actually shape them. A big part of that is The Tenants Voice (TTV), a group of customers who help improve services and provide the Board with assurance that customers are involved and heard.
TTV had training and knew how to run their group, but when it came to working with the Board, there was a lot of uncertainty:
- TTV weren’t quite sure what the Board actually does (or what it wants from them).
- The Board weren’t sure how best to involve or support TTV.
- And let’s be honest, talking to senior leaders can feel a bit intimidating.
Something needed to change.
Game of Homes
This workshop created a relaxed, fun space where everyone could actually talk. People got to know each other, share ideas, and admit what they didn’t understand.
We realised that TTV didn’t fully understand how the Board works, and that uncertainty sometimes knocked their confidence.
Turning Big Ideas into Real Action
Game of Homes starts with big thinking, then narrows it down to simple, practical steps. By the end, the group landed on three clear actions:
Learn from, and with, other housing associations
Look at how other housing organisations are making this kind of partnership work and share what North Star is already doing well.
Get Board and TTV together
Create more chances for the Board and TTV to meet, work together, and even chat informally. The more familiar people become, the less intimidating it all feels.
Make Board updates clearer
Help TTV better understand what the Board is doing and focusing on, so they can give more meaningful input.
What’s Next?
It was a fun, energetic session packed with ideas and these three are just the start. There are plenty more waiting to be explored.
Satisfaction with the session was high and one participant said:
“Really interactive and forced me to think differently!”
Not a bad outcome for a day’s work.
