This is a performance report for STAR Housing, covering the first four periods of the 2026-27 financial year. It presents management agreement KPIs for board oversight, with 38 measures tracked across customer satisfaction, service delivery, home safety, community impact, and new homes delivery. The document is intended for board members and senior management reviewing housing association…
This document is the STAR Board Scorecard for the Management Agreement KPIs covering Periods 1 to 4 of the 2026-27 financial year. It is a performance report prepared for the board of a housing association, presenting management data to support oversight and assurance responsibilities. Operational performance measures are reported separately and are not included here.
The report opens with a summary dashboard showing that at Period 4, 17 KPIs were on target, 4 within tolerance, 12 outside target or tolerance, and 1 not reportable. This gives 62% of assessed KPIs in target or within tolerance, compared to 60% in the same period last year. Areas outside target include minor-works relet time, emergency repairs, rent loss, lettings satisfaction, ASB handling, complaint handling, Decent Homes, EPC Band C, new homes delivered, and net HRA stock change.
The customer satisfaction section covers five metrics gathered through follow-up surveys. Satisfaction with the lettings process improved from 33% to 100% between Periods 1 and 4, while complaint handling satisfaction rose from 0% to 50%. Satisfaction with recent repairs reached 93% and is on target. Planned maintenance satisfaction declined slightly to 88% but remains within tolerance. ASB handling satisfaction has insufficient data for trend comparison.
The service delivery section tracks twelve measures including void management, repairs, complaints, and annual contact. Significant improvements include average relet times for minor works voids reducing from 160 to 61.9 days, emergency repairs on time improving from 85.6% to 100%, and non-emergency repairs rising from 89.5% to 92.4%. Nine of twelve measures show improvement between Periods 1 and 4.
The safe and decent homes section covers ten measures focused on statutory compliance and property quality. All seven compliance measures for asbestos, fire, water, lifts, gas, and communal electrical safety remain at 100%. The percentage of homes failing the Decent Homes Standard improved from 2.84% to 2.48%, and properties with EPC Band C or above increased from 71.2% to 72.6%. Both failing measures are expected to achieve target by year end.
The community contribution section reports anti-social behaviour cases at 17.92 per 1,000 homes, within target. The new homes delivery section notes that both new homes delivered and net HRA stock change targets will not be achieved due to revisions to the HRA business plan, and proposes amended targets of 3 new homes and -0.37% net stock change.