Performance in July 2025
Percentage of money lost due to rent arrears: 2.7%
Target met - Our target is 2.9%
Percentage of customers satisfied with call handling: 97.1%
Target met - We have exceeded our target of 89%
Percentage of customers satisfied with the repair service: 81.4%
Target not met - This has improved since June's score (74.1%) but is still below our target of 86%.
Why? The biggest problems are still poor communication, long waits for repairs, and repairs not being done well. The better score shows that work is being done to fix these issues and that things are starting to improve.
What are we doing about it?
We are working closely with our contractor, Ian Williams, to continue to improve this and meet our targets. You can find out more here: We’re working to improve the repairs service — North Star
Percentage of homes with a valid gas safety certificate: 100%
Target met - Our target is 100%
Percentage of money lost due to empty homes: 0.85%
Target not met - Our target is 0.80%
Why? Money lost due to empty homes (known as "voids") is still above the target, but it has been getting better every month since May.
This year’s results were affected by homes left over from last year, which have only just been let.
What are we doing about it? We are working closely with Ian Williams to make sure homes are repaired and ready to use more quickly. The contractor has agreed to a plan with clear steps to improve. Even with the challenges we face, we are still performing very well compared to similar organisations.
Average time to let a property: 29.3 days
Target not met - Our target is 22 days
Why? Re-let times (the time it takes to get a home ready and let it to a new customer) have gone up since May.
Most of the delay happens while homes are with Property Services. Older Persons homes also take longer to re-let. We will review this in the coming weeks to find out why and how to improve.
What are we doing about it? We meet with IW every week to check progress and track the action plan. Some repair work has been given to other contractors, but this has caused delays in getting prices, and we haven’t yet seen improvements.
Demand for General Needs homes is still very strong, with lots of interest in all types of properties.
View previous performance:
Find out more about how we're doing
Tenant Satisfaction Measures (TSMs)
Tenant Satisfaction Measures (TSMs) are a way of measuring how well landlords are looking after homes and helping their tenants. We publish our quarterly and yearly results.
Annual Reports & Financial Statements
Our Annual Reports and Financial Statements from the last three years are available to view.
Social Value Reports
Find out how we invest in our communities to create places where people can thrive.
Complaints
We share data about the complaints we receive and what we learn from them every month in our blog. Click below to read our latest posts.