Independent · not part of North Star Housing Group
North Star Housing Group repairs: how to report a repair, phone numbers and timescales
How to report a repair to North Star Housing Group: the repairs phone number and emergency line, reporting a repair online, and how long North Star has to fix it.
Other names: Endeavour Housing Association, Teesdale Housing Association, Darlington Housing Association
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: northstarhg.co.uk
Has North Star Housing Group been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet North Star’s repair contactsFree to check · About 2 minutes
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, North Star’s emergency line is here.
How to report
Reporting a repair to North Star Housing Group
- 01Phone or report online. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If North Star misses its own target, complain. You may also be able to claim.
- North Star Online app and web portalLog in to manage your home online: north-star-live.panconnect.cloud
- Emailcustomer.services@northstarhg.co.uk (not for emergencies)
- Out-of-hours emergency emailemergencyrepairs@orbisprotect.com, if you can’t speak on the phone
Emergency repairs
When to call North Star straight away
Phone North Star straight away if anything puts someone in danger or leaves your home unsafe. Weekdays 9am to 5pm. Out of hours, the same number goes through to the emergency repairs service (Orbis Protect). The number is in North Star’s repair contacts.
- 01Losing all electrical power
- 02Blocked main drain
- 03Blocked toilet if it’s the only one in the home
- 04Burst pipes that can’t be contained
- 05Dangerous structures at risk of collapse
- 06Gas leaks
- 07Complete heating failure in winter with no back-up heating
- 08Home can’t be made secure
What counts as an emergency, from northstarhg.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell North Star.
Timescales
How long North Star Housing Group has to fix it
North Star’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | North Star’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursAims to respond within 24 hours and complete the repair within 24 hours where possible. | Emergency hazards: investigate and make safe within 24 hours |
| Damp and mould that’s a significant risk | Inspects within 10 working days of a damp or mould report (within 24 hours if it sounds like an emergency, such as a major leak) and sends a written report within 3 working days of the inspection. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from northstarhg.co.uk and North Star’s damp and mould page, checked 9 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a repair and it still isn’t fixed? You could claim compensation.
Start your claimYour options
If North Star Housing Group doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with North Star for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to North Star
This can get North Star to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order North Star to put things right.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to North Star
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to North Star
Acknowledged within 2 working days, with a full written reply aimed for within 10 working days.
- Stage 2
Ask for a review
Reviewed by a senior manager or director, aiming to sort it out within 10 working days.
- Then
Housing Ombudsman
Independent. It can order North Star to put things right.
North Star’s record
How North Star Housing Group performs on repairs
Sep 2026: The regulator found North Star is delivering the outcomes of the consumer standards overall, and spots and fixes issues when they happen.
of North Star tenants were satisfied with the repairs service in 2024/25.
Sources: Regulator of Social Housing judgement, 30 September 2026; North Star tenant satisfaction measures 2024/25.
Contacts
North Star Housing Group’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
North Star Housing Group repairs: questions
What is North Star Housing Group’s repairs number?
0300 011 0011. Weekdays 9am to 5pm. Out of hours, the same number goes through to the emergency repairs service (Orbis Protect).
What is North Star Housing Group’s emergency or out of hours repairs number?
0300 011 0011 (Repairs line). Weekdays 9am to 5pm. Out of hours, the same number goes through to the emergency repairs service (Orbis Protect).
Can I report a repair to North Star Housing Group online?
Yes, at northstarhg.co.uk/report-a-repair. Online form for non-emergency repairs, one form per repair. Phone for emergencies.
How long does North Star Housing Group have to fix a repair?
Its own targets run from 24 hours (emergency) to 24 hours (emergency). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for North Star Housing Group tenants?
Since 27 October 2025, North Star must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire. North Star’s own damp and mould commitment: Inspects within 10 working days of a damp or mould report (within 24 hours if it sounds like an emergency, such as a major leak) and sends a written report within 3 working days of the inspection.
How do I complain about a repair to North Star Housing Group?
Complain to North Star first, online, by email (complaints@northstarhg.co.uk) or by phone on 0300 011 0011. Acknowledged within 2 working days, with a full written reply aimed for within 10 working days. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from North Star Housing Group?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with North Star Housing Group for you. It’s free to check.
Start your claimIs Report Repair part of North Star Housing Group?
No. Report Repair is independent and not part of North Star Housing Group or any council or housing association. We show North Star’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What North Star has to fix, by problem
Not North Star?
Other landlords in the North of England
- Home Group repairsHousing association
- North Tyneside Council repairsCouncil
- North Yorkshire Council repairsCouncil
- Northumberland County Council repairsCouncil
- Oldham Council repairsCouncil
- Riverside repairsHousing association
- Together Housing repairsHousing association
- Torus repairsHousing association
Reported a repair to North Star Housing Group and still waiting?
About 2 minutes. No documents. Free to check.