Housing Charter report card

Welcome to our Annual Housing Report Card.

This is a requirement of the Scottish Social Housing Charter. This year we have been unable to consult with our tenant representatives in person, but they have contributed digitally to the design of our report card, and we thank them for their involvement.

Some of the changes to the Annual Report to the Charter (ARC) indicators have been included in this year’s report card. These changes were the subject of consultation by tenants and social landlords in 2018. If you wish to see our full Annual Return on the Charter you can find this in the Scottish Housing Regulator's website. The aim of the Regulator’s site is to enable you to better understand our performance in relation to other landlords and the Scottish average.

Satisfaction 2017/18 2018/19 2019/20 Latest Scottish Average Performance
Percentage of tenants satisfied with the overall service provided by their landlord (Indicator 1) 82.65% 80.77% 80.77% 85.65% Stayed the same
Percentage of tenants who feel their landlord is good at keeping them informed about their services and decisions (Indicator 3) 79.55% 78.69% 78.69% 85.91% Stayed the same
Percentage of tenants satisfied with the opportunities given to them to participate in their landlord’s decision making processes (Indicator 6) 62.11% 59.27% 59.27% 80.76% Stayed the same
Neighbourhood & Community 2017/18 2018/19 2019/20 Latest
Scottish Average
Performance
The number of cases of anti-social behaviour reported in the reporting year (Indicator 19) 1425 1350 1479   Declined
The number of cases resolved in the reporting year (Indicator 19) 1415 1326 1479   Good
Percentage of anti-social behaviour cases reported in the last year which were resolved (Indicator 19) 99.30% 98.22% 100.00% 94.10% Improved
Housing Quality & Maintenance 2017/18 2018/19 2019/20 Latest Scottish Average Performance
Percentage of stock meeting the Scottish Housing Quality Standard (Indicator 7) 93.17% 93.87% 93.85% 95.36% Very slight decline
Percentage of properties meeting EESSH (indicator C33) 70.60% 73.10% 74.70% 85.76% Improved
Average length of time taken to complete emergency repairs (Indicator 11) 4.29 hours 8.49 hours 4.25 hours 4.10 hours Improved
Average length of time taken to complete non-emergency repairs (Indicator 12) 7.75 days 7.9 days 6.94 days 7.10 days Improved
Percentage of reactive repairs carried out in the last year completed right first time (Indicator 13) 98.17% 89.32% 84.44% 92.38% Declined
How many times in the reporting year did not meet your statutory duty to complete a gas safety check (Indicator 11).  N/A N/A 2 288 New
Percentage of tenants who have had repairs or maintenance carried out in last 12 months satisfied with the repairs and maintenance service (Indicator 16) 82.36% 76.05% 85.47% 91.14% Improved
The total number of properties brought up to the EESSH during the reporting year N/A N/A 763   New
Average time to complete approved applications for medical adaptations in the reporting year (Indicator 23)  81.25 days 60.89 days 33.87 days 35.91 days Improved
Getting Good Value from Rents & Service Charges 2017/18 2018/19 2019/20 Latest Scottish Average Performance
Gross rent arrears (all tenants) as at 31 March each year as a percentage of rent due for the reporting year (Indicator 31) 7.66% 9.23% 8.88% 7.01% Improved
Percentage of rent due lost through properties being empty during the last year (Indicator 34) 0.76% 0.86% 2.32% 1.25% Declined
Average time to re-let properties in the last year (Indicator 35) 31.49 days 30.10 days 47.15 days 35.3 days Declined
Percentage of tenants who feel that the rent for their property represents good value for money (Indicator 29) 80.26% 80.67% 80.67% 82.77% Stayed the same
Access to Housing & Housing Support 2017/18 2018/19 2019/20 Latest Scottish Average Performance
Percentage of new tenancies to existing tenants sustained for more than a year (Indicator 20) 95.00% 85.59% 90.93% 89.30% Improved
Percentage of lettable houses that became vacant in the last year (Indicator 17)  N/A N/A 8.88% 8.19% New for 2020
Homelessness – the percentage of homeless households referred to RSLs under section 5 and through other referral routes (Indicator 24). N/A N/A 12.99% 13.57% New for 2020
Landlord Profile 2016/17 2017/18 2018/19 2019/20
Total Number of houses 7633 7616 7655 7642
Rent Due in Year £24,817,658 £25,498,662 £25,913,669 £26,865,914
Average Weekly Rent Increase 3.10% 4.00% 3.50% 3.10%
Total amount invested to bring up properties to EESSH through landlords resources N/A N/A N/A £1,791,455
Total amount invested to bring up properties to EESSH through other resources N/A N/A N/A £0