Performance in June 2025
Managing Income
Percentage of money lost due to rent arrears: 2.4%
Target met - Our target is 2.9%
Delivering Customer Service
Percentage of customers satisfied with call handling: 92.9%
Target met - We have exceeded our target of 89%
Delivering Maintenance Service
Percentage of customers satisfied with the repair service: 75.3%
Target not met - This has improved since May but is still below our target of 86%.
Why? The main issues are poor communication, lengthy repair times, and poor repair quality.
What are we doing about it? We are working closely with our contractor, Ian Williams, to continue to improve this. 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: 99.97%
Target not met - Our target is 100%
Why? One gas certificate was overdue as we could not access the property.
What are we doing about it? We have now been able to access this property and a gas certification is in place.
Managing Empty Homes
Percentage of money lost due to empty homes: 0.87%
Target not met - Our target is 0.80%
Why? We have been having some issues with our contractor who gets empty homes (known as "voids") ready for the next person to move in. Some of the work was not completed on time or to a very high standard. Because of this, we could not let anyone move into these properties.
What are we doing about it? We have raised these issues with the contractor and an improvement plan is being introduced.
Average time to let a property: 29 days
Target not met - Our target is 22 days
Why? The main issue was energy companies failing to attend appointments to install utility meters. Another reason was the issue with voids, as explained above.
What are we doing about it? In July, we introduced "any day" tenancy start date. This is so that tenants don't have to wait until a certain day of the week to move in if a property is ready. This means the property is empty for fewer days.
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.