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Scottish Social Housing Performance

2015/16 Charter Project Development Group

2015/16 Charter Project Development Group

Scottish Social Housing charter 2016/17

Fife Council produces an annual report each October to show performance against the Scottish Social Housing Charter.  The Charter outlines the level of service that all social landlords should achieve for their tenants and other customers. This year’s report has been developed with members of the Fife Tenant Forum to identify the performance indicators they would like to share with all tenants, compared against other Local Autorities.

About the Scottish Housing Regulator
‘Our role is to protect the interests of tenants and other people who use the services of social landlords. Each year, we require your landlord to report on its performance against the Charter. We asked tenants to tell us what matters most when it comes to their landlord’s performance'.
www.scottishhousingregulator.gov.uk

 


Rents and Service Charges

Landlord services are mainly funded by the rent you pay, and we aim to provide best value for money.  We need to strike a balance between the level of service you want, the cost of the services, and what that means for rents.

  • At 31 March 2017 Fife Council owned 30,004 homes
  • The total rent due for the year was £103,854,433
  • 97.67% of rent was collected in the year
  • Fife Council increased its weekly by 3% (average of £1.97) from April 2017

 


2016/17 Rent Charges: *includes service charges 

Property Size

Number of Homes

Fife Council

Local Authority Average

1 Apt (Bedsit)

271

£62.41

£59.71

2 Apt (1 Bed)

7,320

£64.54

£64.90

3 Apt (2 Bed)

14,203

£68.00

£68.89

4 Apt (3 Bed)

7,183

£69.90

£73.66

5+ Apt (4 + bed)

1,027

£73.12

£79.36

All properties

                      30,004     £67.75                 £69.20
Traveller Pitch                              50      £58.71                 £68.53 
 

  

Rents & Service Charges Performance

Rents & Service Charges Performance

2014/2015

Fife 

2015/2016

Fife 

2016/2017

Fife  

2016/2017

LA Average

% of tenants who feel rent for their property represents good value for money

77.46%

81.14%

 82.57%

77.56%

% of rent due collected

98.49%

98.43%

 97.67%

99.38%

% of gross rent arrears of rent due

5.93%

6.21%

  7.55%

6.49%

% of rent due lost through properties being empty

1.74%

1.50%

  0.95%

0.92%

Self-contained units void year end

437

318

    143

n/a

Self-contained units void  greater than 6 months at year end

93

22

      7

n/a

 

 

Customer and Landlord Relationship

The services we provide have an important impact on the quality of life of many residents within Fife. The Charter requires that we show you how we do this fairly and with respect. To find out what services you need most, we want to make it easy to communicate with us, and to offer you various opportunities to become involved.

We gather your views in a number of ways:

  • Tenant Gatherings
  • Face-to-face surveys
  • Tenant Newsletter ‘Down Your Street’
  • Fife Tenant Forum
  • Tenant Scrutiny Group
  • Local Tenant and Resident Groups
  • Fife Tenant Federations (3)
  • Surveys on matters like repairs, empty houses and sheltered housing
  • Fife People's Panel
  • Tenant walk-abouts on estates

Tenant Satisfaction

This is the third year we have carried out the annual tenant survey by face-to-face contact.  We managed to consult with 700 tenants as well as separate surveys of homeless customers and gypsy travellers to find out what our customers views are.

  

Tenant Satisfaction Performance

2014/2015 Fife

2015/2016 Fife

2016/2017  Fife 

2016/2017

LA Average

% of tenants satisfied with overall service provided by the landlord

74.89%

80.71%

 83.14%

82.03%

% of tenants who feel landlord is good at keeping them informed about services and decisions

77.03%

79.43%

 83.29%

81.24%

% of tenants satisfied with opportunities given to them to participate in landlords decision making

71.04%

68.57%

 68.57%

72.36%

% of Gypsies/Travellers satisfied with management of site

70.59%

70.59%

 29.17%

78.70%

Housing Quality & Maintenance

The Council is committed to ensure all tenants in Fife live in a home that is warm, safe and in good condition.  This is supported by the Charter which requires us to show how well our homes meet national quality standards, with good standards of service and choice.

 

Housing Quality & Maintenance Performance

2014/2015

Fife

2015/2016

Fife

 2016/2017

Fife  

2016/2017

LA Average

% of properties meeting SHQS at year end

98.24%

98.57%

 98.64%

93.63%

% of properties meeting NHER / SAP ratings year end

96.64%

99.79%

 99.84%

93.61%

% of tenants satisfied with standard of home when moving in

74.00%

77.19%

74.47% 

84.53%

% of tenants satisfied with the quality of their home

84.88%

86.00%

 87.57%

80.54  %

% of tenants satisfied with repairs service

84.17%

88.41%

 85.22%

86.18%

Average hours to complete emergency repairs

6.40 hours

6.06 hours

5.13 hours 

5.45 hours

Average working days to complete non-emergency repairs

9.96 days

10.02 days

 8.08 days

8.73 days

% of reactive repairs completed right first time

95.11%

94.74%

 96.97%

92.06%

% of properties with gas safety record renewed by anniversary date

99.53%

98.67%

 99.83%

99.87%

% of reactive repair appointments kept       88.00%    81.19%     86.73%        95.23%    

Neighbourhood & Community

We have a responsibility to work with other agencies to provide you with a home in a well-maintained neighbourhood where you feel safe.

Neighbourhood & Community Performance

2014/2015

Fife

2015/2016

Fife

 2016/2017 

Fife

2016/2017

LA Average

% of anti-social behaviour cases resolved within local target

97.37%

97.47%

 98.66%

87.22%

Anti-social behaviour cases per 100 homes      5.08      5.06        4.99        7.11        

% of tenants satisfied with management of their neighbourhood

79.60%

84.29%

 87.14%

80.52%

Housing Access and Support

Fife Council ensures all residents can access housing but also good housing advice. Our charter commitments are to make sure that people with housing needs get the widest choice and clearest advice possible, from the support needed to stay in their own home through to transferring a tenancy or reviewing homelessness services, should they be required.

Housing Access & Support Performance

2014/2015 Fife

2015/2016 Fife

2016/2017 Fife     

2016/2017 

LA Average

% of approved applications for medical adaptations completed

82.08%

72.73%

      93.39%       

87.55%

Average days to complete approved applications for medical adaptations

29.09 days

30.58 days

30.27 days 

45.90 days

% of tenancies began in previous year remained more than a year - all     90.57%     90.56%       92.21%    89.16%

Average days in temporary or emergency accommodation - all types

62.25 days

67.50 days

 76.04 days

97.04 days

Average calendar days to re-let properties

45.56 days

37.02 days

25.31 days 

36.01 days

Of those households homeless in last 12 months - % satisfied with quality of temporary or emergency accommodation

78.00%

80.25%

 90.36%

85.89%

% of tenancy offers refused        29.00%        23.53%          23.45%      42.39%

 

 

Paper copies of the Performance Report are available on request by calling 03451 55 55 55 Ext 444542. 

The full results are available to view on the Scottish Housing Regulator website:
www.scottishhousingregulator.gov.uk

 

 

 

 

 

 

 

 


Related

Publications

Tracey Drummond, Lead Officer (Housing Strategy) 
Tel: 03451 55 55 55 + Ext 44 45 42 Contact Tracey Drummond online
By Post: Rothesay House Rothesay Place Glenrothes Fife KY7 5PQ

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