Welcome to our Annual Review!
We’re committed to making our achievements and future plans clear, quick, and accessible for you.
You told us you wanted an easier way to see what’s been achieved and what’s coming next, so we’ve created a short video and this dedicated page to share the highlights from this year.
See the impact we made together over the last year and what your feedback helped us achieve.
Homes and Repairs
Faster, Better and More Reliable
We know repairs are one of the most important things to you. That’s why we’ve focused on getting things done quicker and better:
Routine repairs completed within 28 days
Urgent repairs done in 7 days
Satisfaction with repairs rose to
£6.2m
We spent £6.2m on repairs
Kitchens replaced
Bathrooms replaced
Roof replacements
Homes fitted with new windows & doors
Lettings
Making Homes Available Faster
We've made great progress in reducing the time it takes to relet empty homes.
This means more families are moving into homes sooner, and fewer properties are left empty.
average relet time compared to 74 days last year
Minor works voids
Satisfaction with repairs rose to
temporary accommodation
Energy and Safety
Making Homes Safer and More Efficient
We’re continuing to improve the safety and energy performance of our homes. These upgrades help reduce energy bills and ensure homes are safe and compliant.
air source heat pumps installed, up from 12
of homes have an electrical safety certificate
of homes have a valid Gas Safety certificate
Listening and Improving
You Said, We Did
Every year, STAR Housing asks tenants to share their views through the Tenant Satisfaction Measures (TSMs) survey. Your feedback helps us understand what we’re doing well and where we need to improve - especially around repairs, safety, communication, and complaints.
We’ve taken your feedback seriously:
Complaints responded to on time
Satisfaction with complaint handling
Satisfaction with complaint outcomes
We’ve also made it easier to report issues and get updates. More of you are using our online services:
of customers are now registered on our online STAR Housing Customer Portal - up from 16.14% the year before.
Here, you'll find the latest results, so you can see how your feedback is helping shape better services.
overall satisfaction
Satisfaction with repairs
Satisfaction with the time taken to complete the most recent repair
Satisfaction that the home is well maintained
Satisfaction that the home is safe
Satisfaction that we listen and act
Satisfaction that we keep tenants informed
Agreement we treat tenants fairly and with respect
Satisfaction with complaints handling
Satisfaction communal areas are kept clean and well maintained
Satisfaction we make a positive contribution to the neighbourhood
Satisfaction with ASB handling
Building New Homes
For The Future
We know there’s a growing need for affordable homes that suit different lifestyles and stages of life. That’s why we’re continuing to build new properties that are modern, energy-efficient, and designed to meet the needs of our communities.
27
new affordable homes across Shropshire
£52m
new investment through the Housing Revenue Account Business Plan
500
homes we plan to deliver over the next five years
111
Homes improved to sustainable 2.2 retrofit standard
£9.4m
Secured through the Warm Homes Fund Wave 3 for further upgrades
Building sustainable, affordable homes with heat pumps, solar, and insulation to meet today's needs and reduce emissions.
Finance
Where each pound comes from
Where each pound is spent
Rents
Total rental income collected 24/25
£21,915,802
% of customers paying by Direct Debit
Customers evicted because of rent arrears during the year