Welcome to our Annual Report!
We’re committed to making our achievements and future plans clear, quick and accessible for you.
This year, our Customer Scrutiny Panel presents our Annual Report, highlighting the achievements, improvements and progress made over the last 12 months.
See the impact we’ve made together and how your feedback has helped shape our services.
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:
Emergency repairs completed within 1 day
Non-emergency repairs completed on time
Satisfaction with recent repairs
100%
Satisfaction with planned maintenance
Kitchens replaced
Bathrooms replaced
Roof replacements
Homes fitted with new windows
Homes fitted with new doors
houses painted
ALTERNATIVE HEATING SOURCES INSTALLED
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 TIME TO RELET EMPTY PROPERTIES
Satisfaction with THE LETTINGS SERVICE
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.
REQUIRED NON-DOMESTIC ASBESTOS MANAGEMENT CHECKS COMPLETED
of homes have an electrical safety certificate LESS THAN 5 YEARS OLD
of homes have a valid Gas Safety certificate
were satisfied their home is safe
were satisfied their home is well maintained
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:
of stage 1 Complaints responded to on time
Satisfaction with complaint handling
Satisfaction with complaints handling through the TSM SURVEY
We’ve also made it easier to report issues and get updates. More of you are using our online services:
CUSTOMERS REGISTERED TO ACCESS SERVICES ONLINE AS A PERCENTAGE OF PROPERTIES MANAGED (NEW TENANT PORTAL)
NEW PORTAL USERS IN THE YEAR (NEW TENANT PORTAL)
Here, you'll find the latest results, so you can see how your feedback is helping shape better services.
overall satisfaction UP FROM 82% LAST YEAR
Satisfaction with repairs UP FROM 80% LAST YEAR
Satisfaction with the time taken to complete the most recent repair UP FROM 72% LAST YEAR
Satisfaction that the home is well maintained UP FROM 82% FROM LAST YEAR
Satisfaction that the home is safe UP FROM 88% LAST YEAR
Satisfaction that we listen and acT UP FROM 73% LAST YEAR
Satisfaction that we keep tenants informed DOWN FROM 83% LAST YEAR
Agreement we treat tenants fairly and with respect (THE SAME AS LAST YEAR)
Satisfaction with complaints handling UP FROM 34% LAST YEAR
Satisfaction communal areas are kept clean and well maintained UP FROM 73% LAST YEAR
Satisfaction we make a positive contribution to the neighbourhood UP FROM 78% LAST YEAR
Satisfaction with ASB handling DOWN FROM 73% LAST YEAR
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.
104
new homes WERE DELIVERED
75
WAS THE TARGET FOR NEW HOMES
£21.5m
hOUSING CAPITAL PROGRAMME SPEND
2.54%
nET INCREASE IN stock
£11.4m
spent major repairs
£10.1m
spent on new build development
Finance
Where each pound comes from
Where each pound is spent
Rents
Total rental income collected 24/25
£21,9m
% of customers paying by Direct Debit
Customers evicted because of rent arrears during the year