North Star Housing

23/10/2026

As the weather gets colder, we usually see more emergency repairs being reported. Severe weather can also lead to a further increase in demand.

This means our out-of-hours service can get very busy, and you may have to wait longer than usual when calling to report an emergency repair.

We know that waiting can be frustrating, and we thank you for your patience while the team works to help everyone who needs it.

To avoid waiting on the phone, you can email the out-of-hours service to report an emergency repair at [email protected].

If you would like to use the call back service, please make sure you leave your telephone number so we can get in touch.

If your enquiry is not an emergency, you can use North Star Online to manage your tenancy or contact us without waiting on the phone: https://www.northstarhg.co.uk/north-star-online/

Thank you for your patience and understanding during the winter months. Please take care and stay safe in severe weather.

16/10/2026

In the last year, North Star colleagues have given 445 hours of their time to support local communities 💙

Through our Heartbeat initiative, we've helped deliver community events, support local organisations, improve neighbourhood spaces and connect with hundreds of residents across our region.

We're proud of what we've achieved together and excited to continue making a difference, with a particular focus on tackling child poverty this year.

Find out more: https://www.northstarhg.co.uk/blog/north-stars-all-staff-initiative-delivers-445-volunteer-hours-for-communities-across-the-region/

09/10/2026

To round off National Customer Service Week, we're saying a big thank you to our Customer Service team 💚

Every day, they help customers get the support they need, whether that's answering questions straight away or finding solutions with other teams and partners.

Team member Tracy, says:

"No two days are the same. We work with lots of different teams, and a lot happens behind the scenes to make sure customers get a good service."

Ruth says:

"Good customer service is actively listening to customers, resolving issues with as little hassle as possible, and being empathetic, tailoring our assistance through our understanding of their individual needs."

All of that is reflected in the compliments and satisfaction scores the team achieves.

To recognise the difference they make, the team enjoyed a fun afternoon together and received their Service with Respect pin badge 🎳🍫🏅

08/10/2026

Our phone lines will open at 10am today (Thursday 8th October). They will then be closed from 12pm onwards due to staff training.

Please only call 03000 11 00 11 if you have an emergency repair to report while our phone lines are closed.

Lines will reopen at 9am on Friday 9th October.

If your enquiry is not an emergency, you can log a repair using North Star Online.

Here's how to get set up: https://www.northstarhg.co.uk/north-star-online/

07/10/2026

Your ideas could help make our services better 💭

Join Your Voice and have your say on North Star's services. Tell us what’s working, what we could do better and what you’d like to see in the future.

Getting involved is completely flexible, so you choose how and when you take part.

We’ll pay you for your time and cover travel costs for meetings.

🎥 Watch our video to see the difference Your Voice makes: https://youtu.be/9ee2kqY9Qto

Visit our website to get signed up: https://www.northstarhg.co.uk/customer-voice/your-voice/

Your Voice overview

06/10/2026

As part of National Customer Service Week, today is Service with Respect Day 💚

Research from the Institute of Customer Service found that 43% of customer-facing workers experienced hostility in a six-month period, and that these numbers are increasing. This shows why the campaign remains so important, and we are proud to support it.

Our colleagues and contractors are here to help. We ask that you please treat them with courtesy and respect, just as we expect them to treat you.

Thank you for helping us make every interaction a respectful one.

05/10/2026

It’s National Customer Service Week 💚

Great customer service matters every week, but this is a chance to celebrate the people who make it happen, reflect on our progress and think about how we can make things even better for you.

Today’s theme is ‘Tech Powered, Human Enhanced’. For us, that means using technology to make things quicker and easier, while making sure there’s still a person there when you need one.

That’s exactly what North Star Online is for. In almost a year, you’ve used the app to report more than 1,200 repairs, as well as check your rent balance, make payments, report anti-social behaviour and much more.

We’ll be working with our Your Voice customers to keep making the app better for you.

If you haven’t tried it yet, why not give it a go and manage your tenancy anytime, anywhere?

Download North Star Online today: https://www.northstarhg.co.uk/north-star-online/

05/10/2026

Our phone lines will be closed from 12pm today (Monday 5th October) due to staff training.

Please only call 03000 11 00 11 if you have an emergency repair to report during this time.

Lines will reopen on Tuesday 6th October at 9am.

If your enquiry is not an emergency, you can get in touch using North Star Online.

Here's how to get set up: https://www.northstarhg.co.uk/north-star-online/

02/10/2026

Did you know that all children in households receiving Universal Credit can now get free school meals? 🍽

This includes families earning above the previous £7,400 income limit.

You could save around £500 a year per child on school lunches.

You still need to register, so if you think your child is eligible, contact their school. They can check if you qualify and help you apply.

Find out more:

Free school meals provide vital nutrition for children during the school day. From September 2026 many more families became eligible. Here's what parents need to know. Who will benefit from the expanded free school meals?  Over half a million additional

01/10/2026

From today (1 October), new rules called the Social Tenant Access to Information Requirements (STAIRs) mean social housing providers must make information about how they manage their homes and services easy to access. This is to make things clearer and more transparent for tenants.

We’ve brought this information together in one place on our website, so it’s easier to find.

We’re working with our customer group, The Tenants’ Voice, to make sure the information is clear and useful.

Find out more about STAIRs: https://www.northstarhg.co.uk/blog/social-tenant-access-to-information-requirements-stairs-what-this-means-for-customers/