Scottish Social Housing Charter Performance 2016/17 November 2017 A report prepared by
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Contents CHAPTER PAGE NO. 1 Introduction 4 2 Stock profile 4 3 Satisfaction 5 4 Housing quality and maintenance 7-10 5 Dealing with anti-social behaviour 10 6 Rent indicators 11-13 7 Overall summary 14 Appendix List of GWSF members Scotland s Housing Network Scotland s Housing Network is the national benchmarking club in Scotland and supports landlords to improve services by benchmarking cost and performance results and sharing best practice. The organisation also provides support to landlords to conduct peer review and self-assessment to assess the quality of services. With most social landlords in Scotland as members, Scotland s Housing Network plays an important role in driving up service standards across Scotland. W: www.scotlandshousingnetwork.org T: 0131 466 3710 Follow us on @ScotHousingNet Glasgow and West of Scotland Forum of Housing Associations (GWSF) GWSF is the leading membership and campaigning body for local community-controlled housing associations and co-operatives (CCHAs) in the west of Scotland. The Forum represents 66 members who together own around 83,000 homes. Along with providing this decent, affordable housing CCHAs also deliver factoring services to around 14,000 owners, mostly in mixed tenure housing blocks. For around 40 years CCHAs have been at the vanguard of strategies which have helped improve the environmental, social and economic wellbeing of their communities. W: www.gwsf.org.uk T: 0141 946 0645 Page 3
1. Introduction This report follows on from the previous reports on the Charter indicators for GWSF, which showed very high performance standards compared to other landlords, and now looks at performance over three years. This report covers the same indicators, comparing GWSF members against other RSLs, stock-retaining councils and Glasgow Housing Association, (LAs), and the sector as a whole. The indicators are those used in the Scottish Housing Regulator s (SHR) Landlord Report, with the addition of gross rent arrears. The 66 GWSF members are listed in the Appendix, together with their stock numbers. The charts show the indicators over the three years using these categories: GWSF members (note that this is based on current members, so comparisons with figures in previous reports may be different) Other RSLs (including specialist supported accommodation providers) LAs (note that this includes Glasgow Housing Association due to its size) All landlords The report adopts the calculation of averages used by SHR, which weights the average according to the size of the landlord, (except for the satisfaction indicators, which use an unweighted average). 2. Stock Profile The table below shows the variation in size of GWSF members. Most are relatively small, in comparison with other RSLs. Size Number of landlords < 500 13 500 0 25 1 1500 10 1501 2000 7 2001 5000 9 > 5000 2 Overall stock numbers total 82,889; this represents around one in seven social rented houses in Scotland. There was a net increase of 365 for current members, but within this, there was a loss of 86 houses through RTB sales. As a result, compared to last year more members showed losses of more than five houses, while fewer showed gains. 4 Page
3. Satisfaction The key Charter indicator of tenant satisfaction with overall service continues to show GWSF members improving their performance, actually increasing the gap to other RSLs. Only seven members (1 in 10) were in the bottom quartile, while the best GWSF member reported 99% satisfaction. There were updated surveys for 40 members, a similar proportion to other landlords. Satisfaction with overall service 89.8.9 92.4 88.2 89.3.1 83.4 83.3 85.3 88.1 89.2 70 60 50 GWSF Other RSLs LAs Scottish Average Page 5
Keeping tenants informed GWSF members excel at keeping their tenants informed, with over 95% satisfaction. The improvement in the figure compared to 20 is greater than the improvement shown by other RSLs and LAs. Satisfaction with keeping tenants informed 92.8 94.2 95.1 89.3.7 91.3 89.3.6 91.1 70.6 81.5 81.5 60 50 GWSF Other RSLs LAs Scottish Average Opportunities to participate Satisfaction with opportunities to participate shows GWSF members performing much better than other landlords. Performance on this indicator is generally much poorer than on keeping tenants informed, but the difference for GWSF is only one-third of the level experienced by other landlords. The improvement on previous years is also substantial. Satisfaction with opportunities to participate 83.4 86.4.8 79.6.5 82.2 79.6 81.3 83.8 70 60 69.7 71.3 72.4 50 GWSF Other RSLs LAs Scottish Average 6 Page
4. Housing quality and maintenance Scottish Housing Quality Standard (SHQS) The percentage of stock meeting SHQS has improved slightly, but remains lower than for other landlords. Exemptions are twice the national level, probably reflecting the age profile of the housing stock, with almost half of GWSF members in the top quartile for pre-1919 stock, while also having a lower percentage of new-build properties. However, stock failing SHQS is also higher, mainly due to significant levels for five members, but with no single reason for this. For the Energy Efficiency in Scottish Social Housing (EESSH), the proportion of stock meeting the Standard is 75%, the same as the performance of other landlords. Similar issues to SHQS are likely to affect progress towards the target by December 2020. Meeting the Scottish Housing Quality Standard 89.4.8.9 91.7 93 94 91 93.1 94.1 91 92.8 93.6 70 60 50 GWSF Other RSLs LAs Scottish Average Repairs timescales are key indicators for tenants. Performance is still improving on emergency repairs, whereas other RSLs have experienced an increase in the time taken, and GWSF members are now clearly performing better: only four members take longer than the average for other RSLs, and only one is higher than the Scottish average. For non-emergency repairs, performance is still much better than other landlords, with the average exactly four working days, but the improvement is now slowing down. Page 7
Repairs timescales As with the sector as a whole, timescales for completing repairs have decreased during the three years of measuring the Charter. GWSF members now complete emergency repairs in under three hours on average, and have cut the time taken by a third, compared to 2013-14. Only four members report a time above four hours. Time to complete emergency repairs (hours) 8 hours 6 4 4 4.8 3.7 4 6.3 5.7 5.1 5.9 5.1 4.7 2 2.9 2.6 0 GWSF Other RSLs LAs Scottish Average For non-emergency repairs, the improvement is not as marked, but at four days is almost half the national average, and remains much better than other RSLs and LAs. Only one member reports a figure slower than the national average. Time to complete non-emergency repairs (days) 10 8 6 6.4 6.3 6.2 9.5 9 8.4 7.9 7.5 7.1 days 4 4.5 4.1 4 2 0 GWSF Other RSLs LAs Scottish Average 8 Page
Repairs right first time Repairs completed right first time, on target, without recall, show improving performance, remaining better than other landlords. Repairs right first time % % 96 92 88 84 Repairs appointments kept Thirty-eight of the 66 GWSF members offer repairs by appointment, a slightly higher proportion than other RSLs, but less than for LAs. Performance has dropped slightly, and is now at the same level as other RSLs, and just below the LA and Scottish average. However, only three members kept less than % of appointments. Repairs appointments kept 95 85 92.4 94.3 93.4 96 94.1 GWSF Other RSLs LAs Scottish Average 95.2 89.6 92.8.2 94.5 91.1 95.2 86.9 92 91.3 94.1 92.7 96.1.2 92.4 91.2 94.4 92.4 95.7 75 GWSF Other RSLs LAs Scottish Average Page 9
Repairs satisfaction Repairs satisfaction continues to improve, while other RSLs have improved to over % as well. The drop in performance for LAs is more due to the way SHR calculates this average. Satisfaction with the repairs service 95 % 85 89.7 91.1 92.1 89.7 89.6 91 87 88.8 86.2 89.3.6 75 GWSF Other RSLs LAs Scottish Average 5. Dealing with anti-social behaviour The anti-social behaviour indicator shows a decline in performance for GWSF members and other RSLs, although performance remains better than other landlords. A correct calculation of resolved cases completed within target gives a figure of 93.1% completed within the landlord s target, better than for other RSLs, and just below the LA performance. Anti-social behaviour cases resolved within target 89.4 94.8 88.5 91.2 89.3 82.7 86.4 87.6 83.2 86.6 87.2 % 70 60 50 GWSF Other RSLs LAs Scottish Average 10 Page
6. Rent indicators Rent collection and arrears Rent collected shows an improvement on the previous year, back to the 20 level, and now slightly better than other RSLs. Because the indicator includes collection of outstanding arrears as well as rent due, 29 members collected over %, indicating that their arrears should be falling. Rent collection 98 99.1 99.7 99.9 99.2 99.5 99.4 99.5 99.6 99.6 96 94 92 GWSF Other RSLs LAs Scottish Average Despite the challenges faced by landlords as Universal Credit is rolled out, gross rent arrears have fallen for GWSF members, as they have done for other RSLs, while LAs have seen arrears increase. For current arrears, GWSF members also show better performance, at 2.6%, compared to 2.8% for other RSLs, and 3.3% across Scotland. The full rollout of Universal Credit in 2018 is a major risk, but GWSF members are well-placed to face this. Gross rent arrears 7 6 5.8 6 6.1 % 5 4 4.8 4.6 4.4 4.6 4.3 4.2 5.3 5.3 5.3 2 0 GWSF Other RSLs LAs Scottish Average Page 11
The loss of rent for empty properties has remained steady at 0.6%, still a better figure than other RSLs or LAs. Only six members report a figure higher than 1%, (the average for other RSLs), while one member reported no void rent loss at all, despite letting 16 houses! Void rent loss 1.5 1.2 0.9 1.4 1.2 1 1.1 1 0.9 1.1 1 0.9 % 0.6 0.7 0.6 0.6 0.3 0 GWSF Other RSLs LAs Scottish Average Although the void rent loss did not improve, the average days to re-let properties is better at just over 20 days, around two-thirds of the time taken by other landlords. Only six members averaged over 30 days to relet houses. Time to relet properties 50 40 30 40.9 35 32.8 38.7 38.6 33.6 36.9 35.4 31.5 20 21.9 23.2 20.4 10 0 GWSF Other RSLs LAs Scottish Average 12 Page
Rent levels for GWSF members are slightly above the Scottish average, but substantially less than other RSLs. Even allowing for the higher rents charged by specialist RSLs, rent levels are lower than for other RSLs by around 5 per week. Average weekly rent % 70 60 72.77 74.55 75.89 79.54 81.54 82.92 66.88 68.71 70.28 70.99 72.56 74.44 50 40 GWSF Other RSLs LAs Scottish Average The rent increase agreed for rents for 2017-18 is higher compared to the previous year s increase, as with other RSLs as well. It is still below the increase approved by LAs, although this has fallen from previous years. Along with the lower rents compared to other RSLs, the rent differential is likely to be maintained for next year as well. Rent increase 4 % 3 2 2.5 1.7 2.1 2.6 1.7 2.3 3.3 2.8 2.6 2.7 1.9 2.3 1 0 GWSF Other RSLs LAs Scottish Average Page 13
7. Overall summary GWSF members continue to provide high levels of performance against the Scottish Social Housing Charter outcomes. They are particularly strong on satisfaction with keeping tenants informed and opportunities to participate, repairs timescales and efficiency in re-letting empty homes. The only area where GWSF members perform less well is on meeting SHQS, partly due to the age profile of stock, but also because of the level of failures for a small number of members. For most other Charter indicators that are not in the SHR Landlord Report, GWSF members also perform better than other landlords. This includes complaints responses, gas safety, tenancy sustainment and turnover, and the other satisfaction indicators. GWSF members perform less well on some indicators: these may be issues to consider when individual landlords review their own performance against all the Charter outcomes. APPENDIX 1 GWSF members and stock numbers Landlord Total lettable self contained units Landlord Total lettable self contained units ANCHO 673 Ardenglen HA 956 Argyll Community HA 5150 Arklet HA 357 Atrium Homes 1122 Ayrshire Housing 1498 Barrhead HA 928 Blairtummock HA 715 Bridgewater HA 849 Cadder HA 641 Calvay HA 826 Cassiltoun HA 982 Charing Cross HA 518 Cloch HA 1365 Clydebank HA 1072 Copperworks HA 271 Cunninghame HA 23 Dalmuir Park HA 653 Drumchapel Housing Co-operative 479 Dunbritton HA 2 East Kilbride and District HA 519 Easthall Park Housing Cooperative 692 Elderpark HA 1257 Cathcart & District HA 577 14 Page
Landlord Total lettable self contained units Landlord Total lettable self contained units Faifley HA 332 Ferguslie Park HA 799 Gardeen HA 253 Glasgow West HA 1491 Glen Oaks HA 1293 Govan HA 1555 Govanhill HA 2533 Hawthorn Housing Co-operative 316 Hillhead HA 2000 815 Homes for Life 275 Linstone HA 15 Linthouse HA 1156 Lochfield Park HA 491 Maryhill HA 3041 Milnbank HA 1676 Molendinar Park HA 495 New Gorbals HA 2501 ng homes 5411 North View HA 665 Oak Tree HA 1691 Paisley South HA 1176 Partick HA 1724 Pineview HA 533 Prospect Community Housing 882 Provanhall HA 489 Queens Cross HA 42 Reidvale HA 1 Rosehill Housing Co-operative 961 Ruchazie HA 225 Rutherglen and Cambuslang HA 820 Shettleston HA 2285 Southside HA 2288 Spire View HA 556 Thenue HA 2826 Tollcross HA 2219 Trafalgar HA 300 Wellhouse HA 792 Whiteinch and Scotstoun HA 1298 Williamsburgh HA 1621 Wishaw and District HA 975 Yorkhill HA 457 Parkhead HA 1630 Page 15
Unit 3D, Firhill House 55-65 Firhill Road Glasgow G20 7BE Tel: 0141 946 0645 www.gwsf.org.uk GWSF s purpose is to promote and represent local community controlled housing associations and co-operatives in Glasgow and the west of Scotland Photos: Front cover - Queens Cross Housing Association Page 5 - Trafalgar Housing Association 16 Page