Performance as at May 2025
Delivering Maintenance Service
Percentage of homes with a valid gas safety certificate:
Target: 100%
Actual: 100%
Target met
Percentage of tenant satisfaction with repair:
Target: 86%
Actual: 73.2%
Target not met - Customer satisfaction with the repair services has dropped to 73.2%, below the target of 86%. Recurring issues have been a big reason for this. The main issues are poor communication, lengthy repair times, and poor repair quality.
In response, we are working with Ian Williams to address these concerns.
We have created a Project Steering Group to lead improvements across seven key areas. Key staff members from across North Star and Ian Williams are part of this. This project is expected to run for approximately three months. The main goal is to increase satisfaction with the repair service for our customers and we will report on our progress.
Managing Empty Homes
Percentage of money lost due to empty homes:
Target: 0.8%
Actual: 0.88%
Target not met - a number of long-term voids were carried over from the previous financial year. This has had a negative impact on overall performance.
Average time to let a property:
Target: 22 days
Actual: 26.5 days
Target not met - We carried forward seven long-term voids from the previous financial year. These were all vacant for over 35 days. Utility meter installation issues were the main reason for the delay. These are dependent on external energy providers. In three cases, the energy company failed to attend scheduled appointments. We have let the regulator know about the issues.
To improve performance, we have agreed on an action plan with Ian Williams. As a result, we saw measurable improvement in May. Average re-let times in May reduced by 4 days compared to the previous month.
We will be introducing "any day" tenancy start dates from July to further reduce re-let times. We'll also continue weekly meetings between Housing, Property Services, and void contractors. These ensure effective coordination and performance monitoring.
Demand remains strong across all property types.
Managing Income
Percentage of money lost due to rent arrears:
Target: 2.90%
Actual: 2.82%
Target met
Delivering Customer Service
Percentage satisfaction with call handling:
Target: 89%
Actual: 93.4%
Target met
View previous performance:
Tenant Satisfaction Measures (TSMs)
