My first document

Working together to improve our services

We sent out a survey at the end of 2023 asking if people would like to become more involved in our decision making. We had an overwhelming response and over two hundred of you would like to be move involved.

PIV, the cost-effective way to help keep mould at bay

Do you have a PIV unit? Do you know what it does in your home? The Positive Input Ventilation system is a cheap and efficient way of getting rid of condensation in your home.

These are either fitted to a wall or in your loft and, unlike a normal fan, provide you with constant fresh air which helps to prevent mould. But it can only do this if it is left to run continuously and should not be switched off at any time. Your unit is set up to run automatically and turning it off can affect the running of your unit.

Worried about cost? These units can cost as little as 7p a week or around £3 a year to run.

If you are worried about your finances our Money Advice Team are always on hand to help. Contact the team on moneyadvice@starhousing.org.uk

Don’t forget to get in touch if you have damp and mould issues in your home by emailing us repairs@starhousing.org.uk or by calling us on 0333 32 12 200

Help Us Keep You Safe

Making sure your home is safe is one of our biggest priorities.

One of the ways we do this is by carrying out regular safety inspections of your home, required by law. This includes checking any gas appliances such as boilers, any fire doors, electrical circuits and checking any asbestos in the buildings we manage.

We will always let you know when we need to visit to complete these checks and will always try to be flexible with our appointments to fit around you. It is important that you allow us to complete these checks for the safety of you, your family and your neighbours.

Tenant Portal, manage your home and services online

Have you used our Tenant Portal yet? It’s your one stop shop for managing your home and services all in one place.

From paying your rent and service charges, updating your profile, to booking repairs online 24/7, 365 days a year, it will give you a quick, easy and more convenient way to manage your tenancy with us. All the information

you need at your fingertips in one place whenever you need it.

Lynn, one of our customers, finds the online portal particularly useful; “I like that I can check on repairs and if something is missing. I also like being able to check my rent balance.”

To register and access this online service, please scan the QR code or visit us at www.starhousing.org.uk/tenantportal

Here to support you STAR’s Housing Support Service

We are delighted to let you know that we are now the main provider for Shropshire Council’s Floating Support Service, providing tenancy related support for many residents.

We are thrilled to welcome 18 new staff members to STAR who bring with them a huge amount of experience to help us provide this service.

One of the main priorities of the service is preventing homelessness and supporting people facing a housing crisis. Our team works with individuals and families to provide targeted help and support for the future.

We can also help with budgeting, finding benefits you could be entitled

to and helping you access support from other agencies. As well as individual help, we can also offer group support, helping you build friendships and support networks of your own.

We aim to help you develop the skills and confidence you need to manage your own home and live there independently.

We also be available for advice and guidance at our Independent Living Schemes and drop-in sessions held across the county.

Don’t forget to say ‘hello’ if you see a new, very welcome, face!

If you have any questions don’t hesitate to get in touch with the team at supportedhousing@starhousing.org.uk

Meet our new Board Members

Eleanor and Vince joined STAR’s Board in 2023.

Eleanor is one of our Tenant Board Members. Eleanor has been a tenant for several years and provides a hugely valuable voice on behalf of our customers.

Why did you join the STAR Board?

I joined the Board because I wanted to make a difference.

What kind of things do you do for the Board?

I am able to give a unique perspective of how things happen within STAR. I do feel that the Board does listen to my opinion.

Tell us something we don’t know.

I love upcycling furniture and giving things a new life.

Cllr Vince Hunt represents the Llanymynech Division at Shropshire Council. He is also the Chairman of the Council and Chair of the Housing Supervisory Board and sits on the Northern Planning Committee, the Strategic Licensing Committee and the Transformation and Improvement Overview and Scrutiny Committee

Why did you join the STAR Board?

I used to be on the shadow Board when STAR was being set up. I then sat on the Board for three years so when I was asked to do it again, I was delighted to accept! I am also the Chair of Governors at The Marches School so I have a lot of connection with Oswestry.

What kind of things do you do for the Board?

I hold the management team to account to make sure that the decisions they take are the best for our customers.

Tell us something we don’t know.

I have a 19 hands Shire horse that I ride regularly.

Key Findings

Key Findings

Key Findings

2023 Resident Survey

2023 Resident Survey

Voice Your Matters

2023 Resident Survey

overall service provided by Shropshire Housing

80% Satisfied with the repairs service over the last 12 months

Findings

72% Satisfied with the time taken to complete their last repair

79% Satisfied with the way STAR Housing deals with repairs and maintenance

82% Satisfied with the overall service provided by Shropshire Towns and Rural Housing

82% Satisfied with the overall service provided Towns and Rural Housing

82% Satisfied with the overall service provided by Shropshire Towns and Rural Housing

82% Satisfied that they are provided with a well maintained home

82% Satisfied that they are provided with a well maintained home

83% Satisfied that STAR Housing keeps them informed

82% Satisfied that they are provided with a well maintained home

80% Satisfied with the repairs service over the last 12 months

80% Satisfied with the repairs service over the last 12 months

80% Satisfied with the repairs service over the last 12 months

83% Satisfied STAR Housing them informed

Resident Survey

88% Satisfied that STAR Housing provides a home that is safe

88% Satisfied that STAR Housing provides a home that is safe

89% Agree that they are treated fairly and with respect

88% Satisfied that STAR Housing provides a home that is safe

Satisfied with the time taken to complete their last repair

89% Agree are treated fairly with respect

73% Satisfied that their communal areas are kept clean and well maintained

73% Satisfied that their communal areas are kept clean and well maintained

73% Satisfied that their communal areas are kept clean and well maintained

34% Satisfied with how complaints are handled

79% Satisfied with the way STAR Housing deals with repairs and maintenance

82% Satisfied with the overall service provided by Shropshire Towns and Rural Housing

78% Satisfied that

Satisfied that provided with maintained home

79% Satisfied with the way STAR Housing deals with repairs and maintenance

79% Satisfied with the way STAR Housing deals with repairs and maintenance

34% Satisfied how complaints handled

78% Satisfied that STAR Housing makes a positive contribution to their neighbourhood

86% Satisfied that STAR Housing is easy to deal with Housing to other people

Satisfied that Housing provides that is safe

73% Satisfied that their views are listened to and acted upon survey

80% Satisfied with the repairs service over the last 12 months

to their neighbourhood

73% Satisfied with the handling of antisocial behaviour

A big thank you to everyone who took part!

86% Satisfied that STAR Housing is easy to deal with

86% Satisfied that STAR Housing is easy to deal with

73% Satisfied with the handling of antisocial behaviour

72% Satisfied with the time taken to complete their last repair

73% Satisfied with the handling of antisocial behaviour

83% Satisfied that STAR Housing keeps them informed

86% Satisfied that STAR Housing is easy to deal with

73% Satisfied that their views are listened to and acted upon

58% Would recommend STAR Housing to other

73% Satisfied that their views are listened to and acted upon

Satisfied that communal areas clean and well maintained

Satisfied with repairs service over 12 months

83% Satisfied that STAR Housing keeps them informed Satisfied with taken to their last repair

530 residents responded to the survey which took place in October 2023.

Satisfied with

of anti-

Satisfied with STAR Housing repairs and

34% Satisfied with how complaints are handled service provided by Shropshire

79% Satisfied with the way STAR Housing deals with repairs and maintenance

73% Satisfied that their views are listened to and acted upon

89% Agree that they are treated fairly and with respect

530 residents responded to the survey which took place in October 2023.

530 residents responded to the survey which took place in October 2023.

34% Satisfied with how complaints are handled Satisfied that Housing makes contribution neighbourhood

A big thank you to everyone who took part!

A big to everyone

89% Agree that they are treated fairly and with respect

86% Satisfied that STAR Housing is easy to deal with

73% Satisfied that their views are listened

acted upon

58% Would recommend STAR Housing to other people

A big thank you to everyone who took part!

Voice Your Matters

A huge thank you to everyone who took part in our Customer Satisfaction survey towards the end of 2023.

We are delighted to hear that 82% of our customers are satisfied with the services that we provide. This is an increase on last year.

However, we know that there is always room for improvement. We have listened to the feedback you contributed, and we are working hard to respond to this and make improvements to the services we provide.

We are developing a number of new strategies, especially focussing on front line services and have consulted with customers on these.

We are completing a full review of our repairs and maintenance service which we hope to complete towards the end of 2024.

We have set up a new Customer Scrutiny Panel and their first review is looking at how we repair and maintain your homes. They will be helping us to come up with solutions to improve the customer experience. You can find out more about the Scrutiny Panel on page 10.

We will be introducing regular Neighbourhood Inspections.

We have invested in our Repairs Team so we can complete outstanding repairs as soon as possible.

We will be working with you to create new Standards for our homes and services.

We are renegotiating several of our contracts with external suppliers to make sure that we get better value for money and increase the focus on customer service. We would like customers to work with us to make sure we choose the right suppliers.

We know that there is a lot to do so to make sure we are keeping on track, we will be doing these surveys every six months (in line with other housing providers). Please give your honest feedback if you are asked to take part as this is how we become the best landlord we can be.

Get in touch at involvement@starhousing.org.uk if you have any comments or want to take part in our Scrutiny Panels.

SCAM CALLS ARE ON THE RISE

We have heard that there has been a big increase in scam calls – especially from disrepair companies.

These companies claim to be calling from STAR Housing or on behalf of us, but rest assured we never give out your details to anyone. But remember! If you do have repair issues in your home, then please contact us on 0333 32 12 200 so we can resolve them for you.

If you are worried during the call, hang up and call our main number to check whether it is real.

There are things that you can do to protect yourself

Do not give out any personal details – if they are who they say they are, they will already have all the information they need.

Call the company they claim to be calling from directly, using the number you usually use. Try to use a different phone if possible – ie if they called you on your landline, call the company using your mobile.

If you receive a suspicious text don’t click on any link.

You can report any suspicious texts to 7726. Report any suspicious calls to Action Fraud or the Information Commissioner’s Office.

If you have access to the internet, put the number they called you from into Google. This can tell you if it is a legitimate call.

Don’t forget to tell your friends and family about the calls or texts so that they are also aware.

Find more advice here:

www.ofcom.org.uk/news-centre/2021/how-to-protect-yourself-fromscam-phone-calls-texts

RAISING THE ROOF

in Gobowen

We have been working with Sustainable Building Services (UK) Ltd to improve the energy efficiency of 26 of our homes in West Place and Hammonds Place in Gobowen. This project was completed in winter 2023 using funding from the national Social Housing Decarbonisation Fund and a grant from the Department for Energy Security and Net Zero.

Keeping it local, SBS (UK) Ltd made sure that they used Don Bradley, who lives on Gobowen estate, for all the painting and decorating work.

Phil has lived in Hammonds Place for 36 years was delighted with the retrofit to improve his home and said that he could already feel the increased warmth since the work ended.

This is only the first phase of the retrofit to our homes in Gobowen to make them fit for the future and we are excited for the next part! Watch this space for further updates!

Working together to improve our services

We sent out a survey at the end of 2023 asking if people would like to become more involved in our decision making. We had an overwhelming response and over two hundred of you would like to be more involved.

Following this feedback, we want to create an environment where all customers can:

• influence and shape the services we deliver and the way in which we deliver them.

• scrutinise our performance.

• provide a unique point of view to inform us of local issues which will, in turn, advise STAR on any improvements or adjustments we need to make to our services.

With this aim in mind, in collaboration with the Housing Quality Network and a group of our residents, we have developed our Customer Scrutiny Panel.

So far, the panel have begun to scrutinise our Repairs Service, looking carefully at the service STAR provides, its quality and suggest ways in which this could be improved.

We have a core group of people involved and we are currently looking for more customers who would be interested in being part of the scrutiny process.

It is a great chance to talk with other customers and staff about the things that matter to you and about how we provide our services. You can help us create changes for the better.

We can provide help with training and will meet reasonable expenses such as travel costs.

Why not join us today?

If you would like to talk to someone about Customer Participation or Scrutiny, please contact the Customer Relationships Team at involvement@starhousing.org.uk

CALLING OUR GREEN FINGERED GARDENERS

Are you the next Charlie Dimmock, Monty Don or Percy Thrower?

STAR’s annual gardening competition is now open! Enter at starhousing.org.uk/home/garden-competition or ask your Housing Officer for an entry form.

Closing date is 1 July 2024.

Want to get together with like minded people in your community?

From service issues to finding out what activities are happening in your area. There are already several existing groups, get in touch, we’ll tell you where your nearest one is, or help you to get one started in your area.

Resident Groups have helped big communal goals and tackled issues together, such as;

Addressed road problems and installed new signs

Supported neighbours to engage with the community

Created Neighbourhood Watch schemes

Applied for Community Chest Funding for benches and gardening groups

Tackled ASB and Criminal offences

Worked collaboratively with Police and Local Councillors