Our Promise to You
We want every North Star home to be safe, well-maintained, and comfortable.
Each year we invest millions of pounds improving homes by renewing kitchens, bathrooms, roofs, windows, heating systems, and carrying out other major works to keep homes in good condition.
Our Service Standard explains what you can expect before, during, and after we carry out improvement work in your home.
It reflects what customers told us, so we can continue improving our service together.
Our Aims
We will:
• Give you clear information and notice before work starts.
• Carry out high-quality, safe, and professional work.
• Minimise disruption and keep your home clean and tidy.
• Listen and support you throughout the process.
Before We Start Work
You Said – ‘Some customers did not get enough notice or did not know what to expect’.
We Will:
• Give you at least six weeks’ written notice before work begins.
• Clearly explain what work will be done, how long it will take, and who will do it.
• Provide a named contact at North Star and our contractor if you have questions.
• Check if you have any personal needs, health circumstances or mobility requirements that we should consider while work takes place.
• Let you know early if there are any delays or changes.
• Arrange a pre-start visit to explain the process and answer any questions.
During The Work
You Said – ‘Contractors were polite and worked well, but some homes were left messy during the job.”
• Make sure contractors are polite, professional, and respectful at all times.
• Expect them to keep your home clean and safe every day, removing tools and waste.
• Minimise disruption and agree working hours that suit you wherever possible.
• Carry out all work safely and in line with health and safety standards.
• North Star surveyors will carry out random site checks to make sure standards are met.
• Fix any issues quickly if something goes wrong.
After The Work
You Said – ‘Sometimes the work was not to the standard expected’
We Will:
• Inspect the work once completed to make sure it meets our standards.
• Fix any issues promptly if something isn’t right.
• Ask for your feedback after the job so we can learn and improve.
• Share positive feedback with our contractors to recognise good work.
• Cover any problems under a 12-month defects period – we will arrange for these to be fixed under warranty.
Considering Adaptations
If you have mobility needs or health conditions that affect how you use their home, we will consider whether adaptations or accessibility improvements may be appropriate at the same time as these planned improvement works.
Where suitable, this may allow improvements such as accessible showers, handrails or other adaptations to be delivered alongside the planned programme, helping to minimise disruption and avoid multiple visits.
Any adaptations will be considered in line with our Aids and Adaptations Policy and may require assessment or approval before work can be carried out.
Customer Choice and Upgrades
Where improvement works involve items such as kitchens, bathrooms or finishes, we will offer a reasonable level of choice where this is practical within the programme.
If you would like additional items or upgrades, we may offer the option to provide them at your cost, where this can be accommodated safely within the programme.
Keeping You Informed
We will keep you informed about upcoming investment programmes and improvements planned in your area.
Information will be available:
• On our website
• Through letters or emails if your home is included in the next programme
• In customer newsletters and social media updates
• Annually, we will publish a summary of the next year’s programme on our website
How We Measure Ourselves
|
Area |
Target |
How We Check |
|
Advance notice and information |
100% of customers receive written notice |
Contractor uploads and customer surveys |
|
Cleanliness and safety |
95% of homes rated clean/tidy |
Post-inspection and feedback forms |
|
Overall satisfaction |
94% or higher |
Customer feedback survey |
|
Support and understanding |
100% of customers asked about personal needs |
Pre-start form |
|
Polite and respectful conduct |
100% |
Complaints monitoring and spot checks |
We review performance quarterly with our contractors.
Support and Understanding
You Said – ‘Sometimes you were not asked about personal or household needs’
We Will:
• Ask if you have any specific needs (e.g. health, mobility, caring responsibilities, or working from home).
• Adjust how we deliver work wherever possible to suit your situation.
• Provide clear contact routes if you have worries or need extra support.
• Treat everyone fairly and with respect, in line with our Equality, Diversity & Inclusion Policy.
