This document is a board performance paper for STAR, presenting management agreement KPI data for periods 1 to 4 of 2026-27. It summarizes performance across customer satisfaction, service delivery, home safety, and community contribution, with detailed tables and trend analysis.
This document is a board performance paper for STAR, presenting management agreement KPI data for periods 1 to 4 of 2026-27. It is intended for board members and management to support oversight and assurance responsibilities, focusing on operational performance measures reported separately through the STAR CSS Performance Paper.
The document begins with a summary of overall KPI status: at period 4, 17 KPIs were on target, 4 within tolerance, 12 outside target, and 1 not reportable, giving 62% of assessed KPIs in target or within tolerance. 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.
Customer satisfaction metrics are covered in detail, with five measures tracked via follow-up surveys. Satisfaction with the lettings process improved from 33% to 100%, complaint handling from 0% to 50%, and recent repairs from 89% to 93%. Planned maintenance satisfaction declined slightly from 92% to 88%, and ASB handling had insufficient data for trend assessment.
Service delivery quality metrics include voids, repairs, complaints, and annual contact. Nine of twelve measures improved between periods 1 and 4. Notable 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 from 89.5% to 92.4%.
Home safety and decency metrics show all ten measures either improved or remained strong. Statutory compliance for asbestos, fire, water, lifts, gas, and communal electrical safety remained at 100%. The percentage of homes failing Decent Homes Standard improved from 2.84% to 2.48%, and EPC Band C or above increased from 71.2% to 72.6%.
Community contribution is assessed via anti-social behaviour cases per 1000 homes, which is on target at 17.92 against a target of 29.08. The trend shows a reduction from a peak in period 2, indicating positive direction. The document concludes with detailed tables for each section, showing latest positions, targets, trends, and tolerance statuses.