NORTH STAR - Doorstep Portraits
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Winter Edition 2021
NORTH
STAR
Doorstep Portraits
page 6
Get Involved
page 11
Tenants Annual Report
page 13
17622.01_North_Star_Winter_2021_24pp v5.indd 1 23/02/2021 12:00
W
elcome to this
edition of our
support and
our frontline
North Star Welcomes…
magazine which
has a lot of
information, updates and some
staff have
remained
available and
Jenny Brereton
interesting features. We are very accessible. During 2021 we will What is your role at North in Middlesbrough. I then moved capacity of the involved tenants
keen to ensure we have clear and make it even easier to provide Star/what will you be doing? into the role of Community so that they could take an active
transparent communication with feedback to North Star through Investment Officer with Tees role to improve their communities
everyone we provide a service to an updated complaints process. My job title is Tenant Connector
Valley Housing, a similar housing and influence the services offered
and this magazine is one method; It is important that you can find within the Communities Team.
association to North Star, by the housing provider. My final
My role involves working with
IN THIS
it has never been so important to speedy remedies when needed.
with small pockets of housing role before I came to North Star
keep in touch with one another. tenants to enable them to
North Star has delivered some throughout the Tees Valley area. It was as a Customer Engagement
Our website also provides a lot of take an active role to improve
ISSUE...
large projects during 2020 to was a challenge reaching out to Coordinator with Thirteen. This
up to date information. services offered to all North Star
strengthen the business. This such a wide area but I rose to the role had fewer links with the
customers. I want to increase
It goes without saying that includes a full refinancing of its challenge, delivering projects such community but concentrated on
loans and group consolidation the involvement of under
we are all experiencing some as a small nature park and multi supporting the involved tenants
(more detail in the magazine). represented groups to ensure
Welcome to the team! 2&3 unusual times, and that the use games area in Billingham, to scrutinise the business and
health and safety of everyone You will read that we continue to that as many customers as
New build 4 possible have the opportunity to delivering digital training to help give assurance that Thirteen is
is of paramount importance. build high quality well designed
put their opinions forward, If you older residents connect with compliant with the Consumer
New complaints, comments We have continued to provide properties and invest in our
existing stock. We are developing get an email or a telephone call friends and family, working with Standards.
& compliments process 5 essential services throughout
the pandemic whilst observing plans to improve the carbon from me, that’s your opportunity the Chinese Community to build
Doorstep portraits 6 What are you looking
and delivering safe working efficiency of our properties and to connect. a community centre in central
will share more detail in due Middlesbrough, taking roadshows
forward to doing at
Social Housing White Paper 8 practices. In fact we have
course. The new Social Housing Where did you work/what out to Lingdale, Richmond, North Star?
Coronavirus & domestic implemented a number of
new systems to improve how White Paper has been published did you do before you joined Whitby, York and many other I’m looking forward to building
abuse – support, help and we will implement some of North Star?
& guidance 9 we do things including a areas, set up a singing for health good, positive relationships
modernised telephony system, the recommendations speedily – group and worked with many with North Star tenants and
I have worked in similar roles for
Focus on... Property Services webchat facility, improved it will all improve services.
18 years starting as a Community different groups to help them encouraging them to take an
Manager – Steven Colby 10 out of hours arrangements We welcome feedback and will Involvement Officer during the to understand how to cook on a active role in influencing the
Group Collapse and for emergency repairs and always respond. regeneration of North Ormesby budget. I also helped to build the services offered to them.
re-financing 10 continued engagement with our
Wishing you a brighter 2021
much valued tenant groups. Our
Get Involved 11
connection with communities Best wishes
Community Connections 12 has been strengthened through Angela Lockwood, North Star Welcomes… reporting as normal, including
both urgent and routine. Our
donations, contributions and Chief Executive
Abby Morgan
Tenants Annual Report 13
contact number for the customer
Help is still available service team is 03000 11 00 11
for loan shark victims
Resource Reg. No. 2110
during lockdown 20&21
North Star Welcomes… – Customer Experience Manager or the ‘My North Star’ portal can
be used via our website, thereby
Welfare Benefits Officers
The Energy Redress
21
Natalie Bird I have just recently joined North
Star in January and can’t wait
team are. They truly want to make
a difference, have a vast amount
offering you more choice in how
to contact us and at a time that
is suitable to you.
Covid-19 Relief Fund 21 What is your role at North to continue the journey! I have of experience as a team and have
Repairs update Star/what will you be doing? managed teams within fast paced the customer at the forefront If you haven’t registered for
– January 2021 22 industries previously and the of their mind. It is vital that the ‘My North Star’ and you would
I am a Welfare Benefit Officer and
customer journey and experience team and I are connected to the like to, please do so at
Covid-19 – Frequently will be working alongside Andrea
What are you looking is really important to me! Joining tenants and the experience they www.mynorthstar.online.
Asked Questions 23 Peacock to provide information,
advice and support to customers forward to doing at an organisation like North Star have with North Star.
on their income, benefits and North Star? which really take customer
The lockdown has been
managing their money. feedback and satisfaction
Cover photo: CatherineResource
Hartigan,
Reg. No. 2110
I am really excited to start challenging for many
seriously is therefore crucial.
Supported Housing Officer, working with the customers of organisations and people and
North Star
Where did you work/what I am responsible for managing we want to deliver on our
North Star. This is a real hands
did you do before you joined the customer service team and I good service as expected. Our
on job and I am really keen
North Star? to help customers with any have been so impressed at how customer service line is open
Before North Star I worked problems that they face with dedicated and supportive the for all queries and repairs
at Darlington Citizens Advice their income as I know how
Bureau as a Money Advice much of an impact this can
Resource Reg. No. 2110 Specialist for 12 years. have on peoples lives. I look forward to my journey with North Star.
2 North Star | Winter 2021 Creating homes, building futures 3
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Since the last issue of the
magazine there have been
quite a few completions of
new build properties, many
delayed a little due to sites
closing down between March
and June last year in the first
Covid-19 lockdown. Most of the
activity in the last few months
Lancaster Park,
Middleton St George
has been in Darlington borough
however there is plenty in the
NEW BUILD
pipeline across all of our areas.
NEW
COMPLAINTS,
COMMENTS &
Lancaster Park, The Garth, Cockerton, School Street, Darlington
Middleton St George Darlington Seven, 2 bedroomed bungalows,
COMPLIMENTS
We took handover of five, The first phase completed in including one to full wheelchair
2 bedroomed houses on Homes December. Comprising fifteen user specification, were handed
by Esh’s popular housing for sale 2 & 3 bedroomed houses for over to us in January.
PROCESS
site, in October. Here they are rent this was our first scheme
The small infill site previously
nearing completion. with Durham based Partner
had Planning permission for
Construction.
18 flats but our development
Middlesbrough
Despite completion coming has thrilled Darlington Council
Move On Project
so close to Christmas residents who recognise that there are
In Middlesbrough we have seemed pleased to get their many people in their borough Customers generally accept that The major changes to the North Star undertook an online
completed the purchase of the keys and get settled in as quickly waiting for 2 bedroomed on occasions things go wrong, process are: consultation session with
fourth of six houses around the as possible. bungalows, especially ones but expect that something will customers who have had recent
borough to provide move-on Reducing North Star’s
built to such a high quality. be done to put them right. experience of the complaints
The second phase will be complaints process from
accommodation with support, process to gather views on the
completed in March and will North Star is an organisation that three stages to two stages,
for individuals leaving homeless changes and ensure they will
comprise five, 3 bedroomed highly values complaints and to speed it up.
hostel type accommodation. result in a better experience for
houses for Rent to Buy which is comments, learns from them and Customers will be able
This project provides a valuable a scheme for people who want all. You can read more about
uses them to improve services. to contact the Housing
stepping stone to permanent to buy their home but need up this session in the Get Involved
The Housing Ombudsman Ombudsman at any stage, section of this magazine.
tenancies. to 5 years to save up a deposit
published a new complaint rather than having to wait
and get a mortgage. for North Star to complete If you would like to read more
handling code in July 2020 and
their process. about the new complaints
required all social landlords to
process, please visit https://www.
self assess their current processes North Star will make contact
northstarhg.co.uk/your-home/
against this new code. with customers prior to
The Garth, Cockerton, your-tenancy/complaints-
Darlington providing an official written
The new code has led to North compliments-and-comments/
response to their complaint,
Star making some changes to or contact us to request a written
particularly in instance where
our complaints process that are copy of the information.
a complaint is not upheld.
designed to make it easier and
Middlesbrough School Street, This is to ensure good
Move On Project Darlington
quicker to find a resolution when
dialogue is maintained and
things go wrong.
that the reasons for not
upholding the complaint
are clearly understood.
4 North Star | Winter 2021 Creating homes, building futures 5
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Images: All images
credited to Craig McCann
Doorstep Portraits is a new project 1. Juliette Menezes
documenting life following lockdown North Star Housing 2
and the experiences of residents, Community Resident
staff and families living in North Star I’ve been filling my time with
1 accommodation or communities. experimenting with fermentation,
pickling and jams and have
Doorstep Portraits is organised by mastered a lovely cup of
MIMA, in partnership with North Star. Kombucha. I bought a treadmill
to keep fit at home but it’s
DOORSTEP
missing a bolt so I haven’t had
chance to use it yet.
Seriously, if I won, the lottery
I would still live here in my cosy
North Star home, I love my
PORTRAITS
home in Middlesbrough and
the location is urban, everything
is on my door step. 3. Barbara Hagan
North Star Housing
Community Resident
2. Dean Chaffer
I started a new life in the country
North Star Housing
in a little stone cottage on the 3
Community Resident
first day of lock down after
I’ve always worked from home so losing my partner. This cottage
not much changed for me apart was meant for me. I love all the
The MIMA & North Star Team We are looking for people to join from my social life. I loved to go beautiful walks and painting
spent their final days of 2020 out in with Doorstep Portraits. We’ll to music gigs at least four nights water colour landscapes. I didn’t
and about on location. This series come by for a friendly, physically of the week, anything involving know anyone when I moved
of images is a glimpse into the distanced chat, work with a a guitar. Now I live stream all the and now, I know everyone in the
lives of local residents, staff and professional photographer to take gigs as the music industry has village, and everyone knows me.
the North Star Group community, your portrait and talk with you moved online, I miss the lack of I would advise anyone who’s fed
revealing what or who helped about your COVID journey and social contact. up to come live in the county.
them cope in lockdown. adventures. If you and/or your
family or friends are interested in
your very own Doorstep Portrait
please contact Coral, Community
Connector for North Star Housing.
E Coral.Smith@northstarhg.co.uk
@Coral_NSHG northstar_hg
M 07501682560 @NorthstarHG mccanncmillan
6 North Star | Winter 2021 Creating homes, building futures 7
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SOCIAL CORONAVIRUS & DOMESTIC ABUSE
– SUPPORT, HELP & GUIDANCE
HOUSING If you are concerned about Keep phones topped up, barricade yourself in while you
WHITE
Domestic Abuse during the charged and accessible. get help.
coronavirus lockdown period,
You can download a personal Some support services detailed
here are some tips that may help,
safety phone apps like Hollie at the bottom of this article
as well as links and numbers to
PAPER
(https://hollieguard.com/), include support via video
support services at the bottom
which can silently contact calling and WhatsApp.
of this article.
designated people with a shake
Asking family members or
You can find advice released by or tap of a phone. It can also
friends to regularly check
the Government, in regards to work if deceleration, impact or
up on you online or over the
coronavirus and domestic abuse non-movement is detected.
phone is also useful, and a
In November 2020 the Government published at https://bit.ly/39wMLhY
If in a situation where violence good way to offset the pressure
The charter for social housing residents: social Speak to a trusted neighbour, is escalating, try to move away self-isolation and hard times
family member or friend and from the kitchen where there impose on mental health.
housing white paper. arrange a safe word and emoji are sharp or heavy objects
If you are in immediate danger,
that can be texted to them and stay close to the exits or
The white paper was published in response to quickly in an emergency so any lockable rooms you can
call 999.
the tragic events at Grenfell Tower in 2017 and residents on insight reports,
they know to contact 999.
complaints data, learning
sets out a number of commitments that every points and case studies.
tenant should expect from their landlord. Some other useful links and numbers:
A series of key performance
indicators (KPIs) that Harbour Arch North East Crimestoppers
Those commitments are: ensure we can meet them and
landlords will be required https://www.myharbour.org.uk/ www.archnortheast.org www.crimestoppers-uk.org
also that tenants can hold us
1. To be safe in your home. to report against, with 03000 20 25 25 0800 555 111
to account on our performance Arch North East are a registered
proposed satisfaction Harbour offer a range of different charity based in Teesside offering free An independent charity that gives
2. To know how your landlord against them. measures on repairs, safety, services to assist those affected by and confidential counselling and ISVA people the power to speak up to
is performing, including on
The white paper also contains a complaints, engagement and domestic abuse. support to people who have been stop crime 100% anonymously.
repairs, complaints and safety, affected by rape or sexual abuse, no
number of other measures and neighbourhood management. They work across the North East of
and how it spends its money. matter how long ago the experience Rights of Women
reforms and these have been Landlords will also be required England with services in County
Durham, Hartlepool, Stockton, may have been. www.rightsofwomen.org.uk
3. To have your complaints summarised by the National to report on executive pay and
how they spend their money. Middlesbrough, Darlington and Respect National organisation offering free
dealt with promptly and Housing Federation below: North Tyneside. legal advice to women.
fairly, with access to a strong A new accountable person www.respect.uk.net
Ombudsman. A reformed Regulator of Social Refuge 02035596650 The Samaritans
for safety, and consumer
Housing with new reactive www.refuge.org.uk Working with the cause of www.samaritans.org
4. To be treated with respect, standards, within each
and proactive consumer 0808 2000 247 the problem. 08457 90 90 90
backed by a strong consumer landlord.
regulation. Refuge run a range of specialist
regulator and improved An expectation that tenants Broken Rainbow A nationwide charity which provides
The Regulator to inspect services to help survivors access www.broken-rainbow.co.uk 24-hour confidential, emotional
consumer standards for should be able to access safety and rebuild their lives. support for anyone in crisis. There
tenants. organisations with over 1,000 key information from their They understand each person’s
07812 644 914
is a national number and there are
homes at least once every four landlord, though housing circumstances and needs are Broken Rainbow provides support for local numbers which can be found
5. To have your voice heard by years to review compliance different and that survivors need people from the LGBT community in the telephone directory.
associations will not be
your landlord. with the consumer standards. different services at different times. experiencing domestic abuse.
subject to Freedom of
This is accessible to women and men, Victim Support
6. To have a good quality home A strengthened Housing Information requests. victims and perpetrators. Rape Crisis Federation
www.victimsupport.org.uk
and neighbourhood to live in, Ombudsman which allows (England and Wales)
An intention to tackle anti- 0845 30 30 900
with your landlord keeping tenants easier access and social behaviour by clarifying
Women’s Aid www.rapecrisis.co.uk
(Monday to Friday 9am-9pm
your home in good repair. speeds up complaint www.womensaid.org.uk 0808 802 9999
the roles of different agencies weekends 9am-7pm)
resolution, as well as new
0845 702 3468 The Rape Crisis Federation acts as a
7. The government will ensure and signposting who can Victim Support is the national charity
Women’s Aid is the national domestic referral service to individual women
social housing can support quarterly webinars for support residents. who are seeking advice or support
for people affected by crime. It is an
abuse charity that helps up to 250,000 independent organisation, offering
people to take their first step women and children each year. around the issues of rape and sexual
a free and confidential service,
abuse and assault by putting them in
to ownership. If you would like to read more about the white paper and the irrespective of whether or not a
Mens Advice Line contact with their nearest rape and
crime has been reported.
measures in it please visit https://www.gov.uk/government/ sexual abuse counselling service.
The commitments largely follow www.mensadviceline.org.uk
publications/the-charter-for-social-housing-residents-
those set out by the National 0808 801 0327 Karma Nirvana Cleveland Police
social-housing-white-paper/the-charter-for-social-housing-
Housing Federation in their Men’s Advice Line is a confidential https://karmanirvana.org.uk/ www.cleveland.police.uk/advice-
residents-social-housing-white-paper to read it in full or https:// helpline for men experiencing
Together with Tenants four point 0800 5999 247 information/DomesticAbuse.aspx
www.housing.org.uk/news-and-blogs/news/government- domestic abuse from a partner or
plan launched in 2019. As early Supporting victims of honour-based Advice and information provided
publishes-social-housing-white-paper/ for the National Housing ex-partner (or from other family
adopters of the plan, North Star abuse and forced marriage. by Cleveland Police.
Federation’s summary. members).
have been working on ways to
8 North Star | Winter 2021 Creating homes, building futures 9
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Focus on...
We think it is essential to
involve our tenants and
communities in the work
that we do. We want
Property Services you to help shape and
improve our services and
Manager – Steven Colby by getting involved you
have the chance to really
make a difference.
GET
What’s your job role and in What are your hobbies/ Holiday
brief what does this entail? interests? Destination
– Ibiza for
I am the Property Services I am a keen runner, I run
family holidays.
Manager responsible for providing for my local running
INVOLVED
our internal and external club (North Shields Food – Pizza!!!
customers with an excellent Polytechnic). My excuse is that
repairs and void experience. it’s good carb
My football
loading for running.
team is
Where did you work before Newcastle
United. Tell us an
North Star?
interesting fact
I worked for Karbon Homes for I have two about yourself:
9 years. 4 of those years as a young daughters The current covid pandemic has During the last ten months, the only this, but you can engage with
who keep me extremely I have 8 stars tattooed
Support Services Surveyor meant that we have had to look challenge has been to be so members of North Star staff who
busy with taxi duties! on my body, one for each
responsible for responsive and at doing things differently and our whilst being home most days. you may not be able to speak to
time that I have ran the
void surveys. The other 5 years currently involved customers have Thankfully the internet makes on other occasions. It is a great
Great North Run.
my role was Team Operations What is your embraced the digital experience. that possible. I hope I can make way to make friends and all it
Manager, responsible for the favourite? They have taken part in Zoom a positive contribution to North takes is a video call! It couldn’t
in-house work force of 18 multi- Film – The Wolf meetings, carried out online Star and, whilst I am very new be easier!’
disciplined trade staff. of Wall Street. I’m surveys, helped to develop a video my initial experience has been
GREAT NORTH RUN HISTORY
not sure I’ll make to explain the Tenancy Agreement extremely positive. I have received If you would like to help
For the past year I have worked a warm and supportive welcome
that much money in 80/20 RUNNING and are working with TPAS to shape, improve and
for NHS Property Services as from the staff and other tenants.’
Property Services! learn more about how they can influence decisions at
Senior Technical Manager, THE ART OF
RUNNING FASTER carry out more online activities Rachel is also new to involvement. North Star services it could
maintaining NHS Buildings across Book – For my sins, I’m not a
to help to improve North Star She has recently taken part in the be as simple as:
the North East with internal and big reader. But probably some
external contractors. boring running book.
eat, drink, run services for all our customers. Complaints Process Consultation responding to a couple
Carol has been involved for many and a workshop looking at how of questions by email
years and is now the Chair of North Star can enable customers or phone taking 5 or 10
the Tenants Voice Scrutiny Panel to engage with us digitally. minutes
Rachel says ‘I decided to take
GROUP COLLAPSE AND RE-FINANCING
(TVSP). Carol said ‘I enjoy being joining an online workshop
part in the zoom consultation
of member of the Scrutiny Panel or consultation for an hour
and workshop because it is a
because we see the positive or so or
fantastic opportunity to be heard
We wrote to all our customers during and services and build new homes for many changes coming through North
and valued as a North Star tenant. taking part in an in-depth
2020 about the collapse of the group and years to come. Star and its all for the benefit of
Being a young tenant in my first piece of work which
the tenants’.
the move to being a single organisation. This change does not affect any of the services we flat I find these opportunities would mean a longer
We are pleased to confirm that this took provide to you and has no impact on the tenancy Tom is a new member of the TVSP very effective as any issues can be commitment.
agreement. There are no changes to how you pay and he said ‘I have always been discussed and you can hear other
place in early November 2020.
your rent, request a repair or contact us. very active in my community. tenants’ stories and opinions. Not
One of the key reasons for collapsing the group The organisation is now known as North Star
was to allow us to put new funding in place. We Housing Group and we will continue to be known
managed to put new funding in place that will
allow us to continue to invest in our properties
as North Star. If you have any questions about this We value everyone’s voice and we
change please get in touch.
look forward to hearing from you.
10 North Star | Winter 2021 Creating homes, building futures 11
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We would like to extend a huge THANKYOU to everyone
treats! The families also received a craft pack with loads
19/20
at North Star Housing. Thanks to your support we
of fun activities to help the kids get creative.
delivered food and craft parcels in the community at
Thanks to your funding 40 families got support towards
Christmas, benefitting over 110 people. Each pack
Tenants Annual
having a wonderful Christmas at the end of a tough year.
Community Connections contained recipes and ingredients for the whole family to
cook together, alongside some basics and Christmas
Thanks again!
Christmas at
Rosedale Court
treats! The families also received a craft pack with loads
Community
of fun activities to help the kids get creative.
Report Data
Michelle Peacock, staff
Grants
Thanks to your funding 40 families got support towards
The Communities Team 2019/20 was another successful year for North Star and we are delighted to provide you with our
member from Rosedale Court having a wonderful Christmas at the
recognised that Christmas end of a tough year. tenants’ annual report. We’re exceptionally proud of the achievements and improvements that we
secured funding from
can be a Thanks have accomplished this year and we hope you are too.
the Communities again!
challenging time
Team and surprised for our communities, even
all the residents with more so in 2020 with isolation
an individual gift at and restrictions due to Covid.
Our Homes
Christmas. It’s fantastic We wanted to reach out and
to hear all this lovely make sure that funding was
feedback, sometimes being offered to projects that
it’s the little things that needed help the most. We
make a big difference! advertised and offered grants GENERAL
of between £200-£2000 and NEEDS
3053
“It was a nice novelty trailed a new way for groups SUPPORTED
touch to put a smile on to apply via video, it was a HOUSING
590
people’s faces. It was unexpected and nice great success and we funded
to receive. I’m terrible for breaking mugs so it nine local projects totalling £12,500, one of
was a nice surprise to get a new one.” Steve the projects we funded in Thornaby, Teesside
“It was a very nice thought” Sue Vineyard Church sent out food hampers and
recipes on how to create healthy meals at home
“Big thumbs up.” Eddie to 40 families, benefiting over 110 people.
“It was a good thing to do.” Harry MANAGED ON
BEHALF OF
OTHERS
76
Community it ok, I’m so pleased I did it as the I hope to get
TOTAL
3734
SHARED
response from the people who a lot more
House – Wellgarth attended the event was fantastic. activities and
OWNERSHIP/
LEASEHOLDERS
Evenwood
Nicola Porter – Evenwood
Personally I think it would be nice
for a lot more involvement from
fundraising
events going
15
My involvement with Wellgarth the community as I feel we need ahead for the
Community House began when more support with what we try upcoming
my children stared going to the to achieve.
What we spend each £ on
year!
youth club sessions with YMCA,
I attended a coffee morning The Christmas event involved a
couple of us parents and help Comments from
with other local residents and
with support from North Star from the people at Corner Stone Coral Smith
and YMCA we began planning Christian Centre. We all dressed – Community Other
activities and fundraising events up and did a Santa’s grotto with Connector Services
for the village. safety measures in place where Its great to see the 3p
the children visited Santa and resident involvement at the 9p
We have done several activities his elves and received a gift and
from cookery lessons to family trips Community House, it’s a great
a cake. Also for the children that *Depreciation Maintenance
out and most recently a Christmas village with lots of passionate
couldn’t make it we did a visit to 31p
event for the local village. their doors to leave them a gift.
and caring people, they have 14p
To see the smiles on the achieved so much since the
It has made a big difference to
me personally, it’s given me a children’s faces through this house first opened and they
lot more confidence than what I difficult time was amazing. have lots of ideas and plans for
had. It’s helped me achieve lots the future. It would be great to
I would just like to stay anyone
of qualifications including Maths, that would like to consider
see more people get involved 16p
English and Cooking. and I’m keen to hear what kind *Kitchens, bathrooms, door and windows (components)
getting involved with the Interest don’t last forever. A depreciation cost is an estimate
I applied for funding for the Community House you will not of activities people would like to 28p of wear and tear against components whilst they’re
Christmas event from North Star’s be disappointed, we have a great do, if anyone has ideas or would being used by our customers as we generate rental
Community Grants by a video team who are all friendly and like to be part of the resident income. The remaining value of an component after
group then please get in touch. Staffing depreciation, allows us to estimate the timing of when
message/application which was a supportive towards everything modernisation and investment is
new thing for me to do but I found we do. communities@northstarhg.co.uk needed in your property.
12 North Star | Winter 2021 Creating homes, building futures 13
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Your Home Your Tenancy
Planned Maintenance Number of homes let in 19/20 – 404
How we
During the year we invested £1,859k on planned investment with a focus on kitchens, Target
Maintenance 2017/18 2018/19 2019/20 compare to
bathrooms and electrical upgrades. 2019/20
others
443 homes benefited from planned investment work during the year. % rent lost through
1.2% 1.28% 1.2% 0.85%
homes being empty
Average number of days
25 days 25.5 24 20
KITCHENS taken to let a home
ROOFS
12 64 Current tenants arrears 2.5% 1.81% 1.94% 2.29%
WINDOWS
53 performing better
than others
performing the same
as others
not performing as well
as others
EXTERNAL
DOORS
68 HEATING OTHER NON During the year, our Welfare Benefits Officers have increased income for our tenants by £746,000
UPGRADES
ELECTRICAL
UPGRADES
PROGRAMME WORKS through reviewing benefits entitlements.
211
72
BATHROOMS
144 You can get free and confidential advice from our Welfare Benefits Officers
by emailing uc.enquiries@northstarhg.co.uk
56 via My North Star – www.mynorthstar.online
or by contacting our customer services team on 03000 11 00 11 to make an appointment.
Target
Your Neighbourhoods
Maintenance 2017/18 2018/19 2019/20
2019/20
45 reports of Anti Social Behaviour (ASB) (105 in 18/19)
Percentage satisfied with We continue to work in partnership with the Police, local authorities, victim support and other
93% 93.79% 95% 94.4%
Planned investment work agencies to tackle ASB.
Number of repairs completed in 2019-20 was 14,139, which is an increase of 5.6% from previous year. Tenant satisfaction with how we managed ASB
Average number of repairs per property 3.8
Average cost of a responsive repairs £ 93.62
Performance
Target compared to
Maintenance 2017/18 2018/19 2019/20
2019/20 other Housing
Percentage satisfied
with the repairs service
92% 90% 89% 88.3%
Associations
96%
TENANT SATISFACTION
100%
TENANT SATISFACTION
95%
TENANT SATISFACTION
Percentage of 2017/18 2018/19 2019/20
95% 95.1% 91.3% 95.8%
appointments kept
Percentage of jobs
90% 71.7% 71.8% 75.4%
completed at first visit
Percentage of properties
In 2020 we have implemented a new ASB case management system to improve our case record
with a valid gas safety 100% 99.9% 99.99% 100%
keeping. This will also enhance monitoring of cases and support identification of emerging trends
certificate at year end
to provide a targeted approach to tackling ASB.
performing better performing the same not performing as well
than others as others as others Tenant satisfaction with the overall service from North Star is 92.3%
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Improving our Services Reason for Complaint
In 2019/20 we received 94 complaints, which is a 15% reduction from the previous year. Missed repair
appointment
Standard of accommodation
1 4
Complaints 2017/18 2018/19 2019/20 Damage Length of time to
9
caused complete repair
22
Asset Management 12 5 11
Customer Services 2 2 0
10 Total
94
Development 1 2 2 Processes
Finance 7 0 1
Housing Management 6
14
6 10 9 Service
Standards
Maintenance 134 88 70 Communication
issues
Supported Housing 4 4 1 13
Total 166 111 94
Quality of
repair
15
Attitude of staff
North Star values customer feedback and all complaints received, either formally or informally are
Percentage of complaints acted on to improve our services. During 2019/20, we worked with our contractors, Esh to improve the
length of time to complete repairs and they implemented a new system to improve scheduling and
upheld or partially upheld Number of monitoring of repairs. We also worked with our gas contractor to increase the number of parts on vans
complaints resolved at to enable more jobs to be completed at first visit.
Stage 1 = 86
Stage 2 = 7 Compliments
Stage 3 = 1 Community Finance Development
Investment
We received 116 compliments
Percentage of complaints during the year: General North
4 3
1
Star service
responded to within 10
100 working days = 11
73% 74% 76%
92.2%
PERCENTAGE
Customer
75 Services
14 55
50
25
0 28
18
19
20
17/
18/
19/
Repairs
20
20
Housing and
20
Supported
YEAR
Housing
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Tenant Connections In line with North Star’s overall vision to 2023, we have focused on projects
that address four of the United Nations Sustainability Goals:
North Star believes that genuine, meaningful If you would like to get involved please contact
engagement with our tenants makes our business us via email: communities@northstarhg.co.uk Goal One: No Poverty Goal Two: Good Health
stronger and gives those that choose to work or telephone: 01642 796 217
with us, personal fulfilment and development
and Well-being
6 projects supported
opportunities. THIS YEAR OUR INVOLVED 4 Projects supported
TENANTS HAVE… £14,461 invested
This year we were awarded TPAS Pro Accreditation. £8,149 invested
We are extremely proud to have achieved this and
Organised and delivered three Money Saving
£1:£32.54 social value ratio
want to thank all the staff, board members and £1:£85.05 social value ratio
most importantly tenants, who played such an Roadshows attended by 70 tenants 333 people supported
important part in the process.
288 people supported
Stress tested and provided feedback on the
Along with some helpful recommendations for implementation of the My North Star portal
improvement, the report picked out North Star’s Reviewed and updated the content of the Goal Four: Quality Goal Eleven: Sustainable
culture of transformation and co-creation, our
tenants’ work to set up a North East Scrutiny
tenant handbook Education Cities and Communities
Network and the strength of our relationships In 2019/20 our involved tenants donated over 1325
with the community as particular strengths. hours of their time to help improve our services. 4 projects supported 3 projects supported
This equates to over £19,212 worth of work. £6,250 invested £10,750 invested
Ways to get involved
Tenant Connection activities generated £129,540 £1:£6.91 social value ratio £1:£12.69 social value ratio
At the time of writing, Covid-19 has had a of social value in 2019/20.
significant impact on the way in which we are
154 people supported 234 people supported
able to deliver our tenant connection activity.
However, both North Star and the tenants we
connect with have embraced new ways of doing
this, utilising a number of digital and online tools.
Social value is the difference an organisation can make to communities or individuals that access or
are affected by its services. We use the HACT Social Value Bank to calculate a monetary value for this.
A social value ratio tells us how much social value we generate for every £1 spent on projects and activity.
New Homes
In 2019/20 we completed 59 new homes We spent £6,661 on running costs for our
community house on Wellgarth Estate in
at a cost of £7,264,311 of which £1,603,048 Evenwood and £7,425 on running costs
and refurbishment of the Community
was grant support from Homes England. Hub in Thornaby.
We spent £6,853 supporting one-off
community events and purchases to
support projects, £500 sponsoring
Our Community Projects charity events and £503 on
miscellaneous expenses and costs.
In 2019/20 North Star invested £62k in 15 local community A further 1,493 people attended one-off
events we provided funding for.
projects. For every £1 invested, £16.34 was returned in
social value. Projects levered in an additional £90k. Projects
benefited 2,502 people.
18 North Star | Winter 2021 Creating homes, building futures 19
17622.01_North_Star_Winter_2021_24pp v5.indd 18-19 23/02/2021 12:00HELP IS STILL Here are some of the tell-
tale signs to look out for:
AVAILABLE FOR
No paperwork – Paperwork
makes something seem
more legitimate, and loan
LOAN SHARK
sharks avoid it at all costs!
If you’re taking out a loan,
make sure you always get a
VICTIMS DURING
credit agreement or have a
record of payments.
Cash loans or bank transfers
– Loan sharks often use
LOCKDOWN
unregulated and illegitimate
ways of lending money but
during the lockdown, they may
use bank transfers to avoid
getting caught on the street. charges at any time, even if you You can also use Stop Loan
Refusing to give you are making regular payments. Sharks Live Chat to access
Loan sharks are The England Illegal Money The COVID-19 outbreak has
information about the loan It’s important you seek help discreet support if you’re not
Lending Team (IMLT) is a national meant loan sharks have been because the debt can spiral
adapting their tactics team cracking down on loan unable to find and snare their
– Most loan sharks will avoid
out of control very quickly.
ready or able to make the call.
giving you clear details about This method may be useful if
to take advantage sharks and providing support victims at traditional places such
your loan, such as the interest Threats of violence – Loan you are self-isolating or working
for victims and survivors of illegal as the pub or the school gates.
of those struggling money lending. These criminals are now using rate, previous repayments and sharks often use intimidation from home and don’t want
the total amount you owe. and threats to frighten people
financially and The IMLT is warning about the
social media to plug their illicit
into paying back their loan.
people around you to know
activities and prey on vulnerable Taking possessions for about your situation.
feeling vulnerable dangers of online loan sharks people who have lost their jobs security – Some loan sharks Some even become violent
amid concerns more people You can chat online with a
during the national are falling prey to unscrupulous
or part of their income. will take personal possessions, towards their victims if they
fail to pay. support worker between
The IMLT investigates and such as a passport or bank
lockdown. lenders on social media.
prosecutes loan sharks for illegal cards, to act as security and If you believe you have borrowed
9am and 5pm weekdays at
ensure you make repayments. www.stoploansharks.co.uk.
money lending and related from a loan shark, contact the
offences. In past cases this has Loan that keeps on growing England Illegal Money Lending If you feel unsafe and feel that
included blackmail, threatening – Loan sharks may increase Team in confidence on you are in immediate danger,
behaviour, violence, kidnap, drugs the debt or add additional 0300 555 2222. always contact the police via 999.
offences and even rape.
How to spot and avoid
WELFARE
loan sharks
The Energy Redress Covid-19 Relief Fund is an
BENEFITS
If you’re in need of an urgent loan
or financial support, be wary of
opportunity to access help if you are struggling
anyone that fits the criteria on
the opposite page. Remember, OFFICERS with the cost of your energy bills. The scheme
can provide you with fuel vouchers redeemable
if in doubt, check the lender out! Our Welfare Benefits Officers
Anyone lending money must are available to help you look at Paypoint and Post Office locations across
be authorised by the Financial at ways to maximise your the country.
Conduct Authority (FCA). You income and assist you with
can check the register at any benefit queries. The fund is available for any
https://register.fca.org.uk/s/. households with a pre-payment
Last year the team were able
meter, who have been either
If you have already borrowed from achieve over £740,000 of
directly or indirectly affected by
a loan shark, the important thing benefits gains for customers.
the Covid-19 pandemic and are
to remember is you are not in For free and confidential
trouble and there is help available. at risk of self-disconnection.
advice contact our Welfare
Benefits Officers via www. This new scheme has
mynorthstar.online or by re-opened this month.
contacting our customer Please contact
services team on 03000 11 00 UC.enquires@northstarhg.co.uk
11 to make an appointment. for more information
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FREQUENTLY
REPAIRS ASKED QUESTIONS
UPDATE
– JANUARY 2021 Do I still have to pay my rent?
Yes. The government has made some announcements to protect renters but, rent will continue to
Since the 8th June North Star have our website – please search for repairs update to
be charged and you will still be liable to pay this as a tenant. We know at this time there is huge
been offering a full repairs services. ensure you are viewing the latest guidance or get
in touch with us and we can provide them for you.
uncertainty and this may cause extra worry about paying your rent and bills at this time. If you are
This includes the completion of struggling to pay your rent, we can provide you with specialist support and advice tailored to your
Following the Government’s introduction of a new
emergency, urgent and routine national lockdown in England we can confirm that
individual circumstances. We urge you to contact your housing officer to discuss further.
repairs and the ability to book there will be no immediate impact on the repairs
appointments online through My services provided by North Star.
I am in rent arrears what do I do?
North Star (www.mynorthstar.online). For all the latest updates on how our services have
been affected by Covid-19 restrictions, please visit: If you fall into rent arrears at this difficult time, we will work with you to put in place realistic
During all visits to properties, all operatives will be https://www.northstarhg.co.uk/contact-us/covid- and affordable future payment arrangements. We urge you to contact your housing officer as
following government guidance and the guidance 19-hub/ soon as possible if you are experiencing or expect to experience financial difficulties meeting
we have provided on visits, which can be viewed on your rent payments.
Customer Satisfaction Can I still request a repair?
Yes, you can – please get in touch or visit https://www.northstarhg.co.uk/contact-us/covid-19-hub/
Latest Results to find out more about how were are approaching repairs at this time.
How are North Star keeping customers, staff and contractors safe?
We are ensuring that any activities completed by our staff or contractors is completed in line
with government guidance.
I need some help picking up shopping/prescriptions. Can you help?
We have supported a number of projects across the North East which can help and support in a
number of ways. If this is something you require, please email communities@northstarhg.co.uk
or telephone 01642 796 217 and we will put you in touch with local support services.
For other frequently asked questions and more help and advice with issues related
to Covid-19 please visit https://www.northstarhg.co.uk/contact-us/covid-19-hub/
or call our Customer Services Team on: 03000 11 00 11.
22 North Star | Winter 2021 Creating homes, building futures 23
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North Star brings together the skills, resources and values of Endeavour,
Teesdale and Darlington Housing Associations.
We are a strong organisation with a clear vision of what we want to achieve
for the people who live in our region – creating homes, building futures.
GET IN TOUCH
customer.services@northstarhg.co.uk
www.northstarhg.co.uk
@northstarhg
/NorthStarHG
03000 11 00 11
Are you registered for my North Star if so contact us using the link:
www.mynorthstar.online
Visit / Write:
Endeavour House, St Marks Court, Thornaby,
Stockton-on-tees, TS17 6QN
14a Redwell Court, Harmire Enterprise Park, Harmire Road,
Barnard Castle, County Durham, DL12 8BN
Please note that all calls to our Customer Services Team are monitored and recorded.
Please note our offices are currently closed to the public until further notice.
Collaboration Flexibility Integrity Professionalism Ambition
17622.01_North_Star_Winter_2021_24pp v5.indd 24 23/02/2021 12:00You can also read
