Heartbeat was launched in May 2025 to strengthen connections between North Star colleagues, customers and communities.
The entire organisation was split into groups, each assigned a housing officer. The groups then focused their activities in that neighbourhood, assisted by the housing officer's specialised knowledge of the community.
Through volunteering, engagement activities and community projects, the initiative aimed to improve customer understanding, build trust and support local communities.
The aims of Heartbeat were to:
• Improve customer service and satisfaction
• Reduce complaints
• Provide empathetic, flexible services
• Build trust and strengthen relationships
• Listen, learn and act on customer insight
• Ensure all staff understand the communities we serve
Heartbeat groups were provided with budgets of up to £1,000 to support their community projects.
In some cases, groups also received additional support from partners, contractors or community organisations, helping to extend the impact of their activities.
Examples include:
• £1,000 donation from Stonebridge
• 9 hours of Ian Williams’ operative time
• Donations of Ring doorbells and safety equipment from Middlesbrough Council
• Contribution to event costs from Thirteen Group and Accent Housing
Impact of Heartbeat 2025/26
Overall, Heartbeat created positive outcomes for both communities and staff. The initiative strengthened relationships across teams, increased understanding of customers and communities, and delivered visible improvements in neighbourhoods.
Types of Activities Delivered
Community Events - seasonal events, family fun days and a presence at events run by local organisations
Environmental Improvements - litter picks, garden improvements and clearing communal spaces
Volunteering and Community Support - practical support to community organisations and charities, including donations and volunteering support
Customer Engagement - colleagues spending time in neighbourhoods and engaging with residents
Impact on Staff
Heartbeat also had a positive impact on colleagues across the organisation.
• Stronger relationships between teams
• Increased collaboration across departments
• Greater understanding of different roles within the organisation
• Increased connection to North Star’s purpose and communities
Heartbeat relaunched in Summer 2026 with a renewed focus: Young Lives. Big Futures.
As part of our Leading and Growing to 2031 strategy, we have committed to taking action on child poverty. Heartbeat Year Two will bring colleagues together to turn ideas into practical action that makes a real difference to children, young people and families living in our communities.
