Performance in July 2026
Percentage of money lost due to rent arrears (general needs): 3.30%
Target not met - Our target is 2.9%.
The increase from the Q1 result (2.86%) is due to the timing of rent account payment postings. July Direct Debit payments were posted on 3rd August. This impacted the reported July performance. The 2.90% target would have been achieved if these payments had been posted in July.
Percentage of customers satisfied with call handling: 96.2%
Target met - Our target is 93%.
About this data
After every call to our Customer Service Team, we send a quick text message asking how satisfied customers were with the help they received.
Responses are scored on a scale of 1 to 5, and customers can also leave comments to share more about their experience.
This information is collected separately from our Tenant Satisfaction Measures (TSMs) and helps us understand how well we’re meeting customer needs in real time.
Percentage of customers satisfied with the repair service: 81.3%
Target not met - Our target is 85%.
Customer feedback shows that the main reasons for dissatisfaction are missed appointments, communication, delays in completing follow-on works, and repairs not being resolved the first time. These themes are being reviewed with our contractors, and we continue to focus on improving the customer journey and sustaining the improvement achieved during Q1 (86.8% overall)).
About this data
After every repair, we send a quick text message asking customers how satisfied they were with the work.
Responses are scored on a scale of 1 to 5, and customers can also leave comments to share more detail about their experience.
This information is collected separately from our Tenant Satisfaction Measures (TSMs) and gives us real-time insight into how we’re doing.
Percentage of homes with a valid gas safety certificate: 99.97%
Target not met - Our target is 100%
As of the reporting date, three properties have passed their gas safety certificate expiry dates. All three cases relate to continued access difficulties. North Star’s access procedures have been fully followed, and the cases have now been escalated through the legal process.
Percentage of money lost due to empty homes: 1.0%
Target not met - Our target is 0.80%
Several homes were let during May and June following major improvement works. These homes had remained empty for longer periods due to the scale of works required. Their cumulative number of days empty has continued to impact overall performance. The backlog of major work has now been cleared, and there are currently no long-term empty homes, so we expect performance to improve in the coming months.
Average time to let an empty home (general needs): 20.8 days
Target met - Our target is 24.2 days
Update Frequency
Performance data is updated as soon as the previous month's data has been validated. We aim to ensure the most relevant and up to date information is presented here.
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.