Housing Charter report card

Welcome to our Annual Housing Report Card.

This is compiled as a requirement since the introduction of the Scottish Social Housing Charter in 2012. We continue to design and produce our report card with the full involvement of tenant representatives.

If you wish to see our full Annual Return on the Charter you can find this on 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.

  2015/16 2016/17 2017/18 Scottish average 2018 where applicable Performance
Percentage of tenants satisfied with the overall service provided by their landlord (Indicator 1) 82.60% 82.65% 82.65% 84.94% From 2017 survey
Percentage of tenants who feel their landlord is good at keeping them informed about their services and decisions (Indicator 3) 77.00% 79.55% 79.55% 84.65% From 2017 survey
Percentage of tenants satisfied with the opportunities given to them to participate in their landlord’s decision making processes (Indicator 6) 63.50% 62.11% 62.11% 76.92% From 2017 survey
  2015/16 2016/17 2017/18 Scottish average 2018 where applicable Performance
The number of cases of anti-social behaviour reported in the reporting year (Indicator 19) 1216 1293 1425   Declined
The number of cases resolved within locally agreed targets in the reporting year (Indicator 19) 1216 1245 1415   Improved
Percentage of anti-social behaviour cases reported in the last year which were resolved (Indicator 19) 92.43% 96.29% 99.30% 88.49% Improved
  2015/16 2016/17 2017/18 Scottish average 2018 where applicable Performance
Percentage of stock meeting the Scottish Housing Quality Standard (Indicator 7) 92.14% 93.38% 93.17% 94.39% Slightly declined
Percentage of properties meeting the Energy Efficiency Standard for Social Housing (indicator C33) 47.60% 69.70% 70.60%   Improved
Average length of time taken to complete emergency repairs (Indicator 11) 7.53 hrs 5.5 hrs 4.29 hrs   Improved
Average length of time taken to complete non-emergency repairs (Indicator 12) 6.43 days 6.24 days 7.75 days   Declined
Percentage of reactive repairs carried out in the last year completed right first time (Indicator 13) 97.60% 98.78% 98.17% 92.87% Slightly declined
Percentage of repairs appointments kept (Indicator 14) 99.96% 99.85% 99.93% 96.09% Slightly improved
Percentage of tenants who have had repairs or maintenance carried out in last 12 months satisfied with the repairs and maintenance service (Indicator 16) 82.39% 82.36% 82.36% 90.81% From 2017 survey
Percentage of approved applications for medical adaptations completed during the reporting year (Indicator 22) 68.21% 69.78% 80.00%   Improved
Average time to complete approved applications for medical adaptations in the reporting year (Indicator 23) 88.16 days 80.25 days 81.25 days   Declined
  2015/16 2016/17 2017/18 Scottish average 2018 where applicable Performance
Gross rent arrears (all tenants) as at 31 March each year as a percentage of rent due for the reporting year (Indicator 31) 6.62% 7.74% 7.66%   Slightly improved
Percentage of rent due lost through properties being empty during the last year (Indicator 34) 1.03% 1.16% 0.76% 0.84% Improved
Average time to re-let properties in the last year (Indicator 35) 39 days 42 days 31.49 days 32.04 days Improved
Percentage of tenants who feel that the rent for their property represents good value for money (Indicator 29) 80.40% 80.26% 80.26%   From 2017 survey
  2015/16 2016/17 2017/18 Scottish average 2018 where applicable Performance
Percentage of households requiring temporary or emergency accommodation to whom an offer was made (Indicator 26) 95.08% 84.87% 89.91%   Improved
Percentage of offers of temporary or emergency accommodation refused (ordinary local authority dwelling) (Indicator 27) 7.14% 5.91% 2.27%   Improved
Percentage of new tenancies to existing tenants sustained for more than a year (Indicator 20) 93.69% 89.13% 95.00%   Improved
Of those households homeless in the last 12 months the percentage satisfied with the quality of temporary or emergency accommodation (Indicator 28) 92.16% 97.78% 100.00%   Improved
  2015/16 2016/17 2017/18
Total Number of houses 7722 7633 7616
Rent Due in Year £24,890,961 £24,817,658 £25,498,662
% of Average Weekly Rent Increase 3.40% 3.10% 4.00%