Social Housing Charter Performance 2025-26 and 2026 Engagement Plan
Renfrewshire Council · 19 May 2026
Back to Communities and Housing Policy Board — 19 May 2026 and its agenda
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PUBLIC ___________________________________________________________________ To: Communities and Housing Policy Board On: 19 May 2026 __________________________________________________________________ Report by: Director of Environment, Housing and Infrastructure ___________________________________________________________________ Heading: Social Housing Charter Performance 2025/26 and 2026 Engagement Plan ___________________________________________________________________ 1. Summary 1.1 Local Authorities and Registered Social Landlords are required to submit an Annual Return on the Charter relating to service performance to the Scottish Housing Regulator (SHR). 1.2 The Annual Charter Return consists of 33 performance indicators and 9 contextual indicators and is submitted to the SHR at the end of May each year. There are two indicators relating to gypsy traveller sites that are not applicable to Renfrewshire therefore this report provides an update on performance against the 31 applicable Charter indicators for the year 2025/26. 1.3 Following consultation in 2024 the SHR, this year’s ARC return includes five new indicators. Of the 26 indicators where performance can be compared with last year, the majority – seventeen - have improved, seven remain unchanged and two have dipped slightly in performance. Five new indicators are being reported on for the first time this year as follows: • Indicator 29-How many times in the reporting year did you not meet the requirement to complete an electrical installation report (EICR) within the last five years of the last EICR? • Indicator 30-Number of homes that do not have ‘satisfactory equipment for detecting fire and giving warning in the event of fire or suspected fire’ installed at the year end. • Indicator 31-Average length of time taken to resolve cases of damp and/or mould by cause
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PUBLIC • Indicator 32-Percentage of cases of damp and/or mould resolved during the reporting year that were reopened by cause. • Indicator 33-Number of open damp and/or mould cases at the year end 1.4 Each year the Scottish Housing Regulator publishes an Engagement Plan for all Local Authority Housing Services and Registered Social Landlords. A summary of our Engagement Plan is provided within this report. ___________________________________________________________________ 2. Recommendations It is recommended that the Communities and Housing Policy Board: 2.1 Note the 2025/26 report on Scottish Social Housing Charter Performance attached as Appendix 1; and 2.2 Note the 2026/27 Engagement Plan from the Scottish Housing Regulator. ___________________________________________________________________ 3. Charter Report for 2025/26 3.1 The Scottish Social Housing Charter report provides information for 2025/26 on: • Section 1 – performance information against the Charter indicators along with comparative data for the last three years and the average figure for the past three years, where this is applicable. • Section 2 – information on contextual indicators collected by the Scottish Housing Regulator; and • Section 3 – management information for key areas of the housing service – allocations and managing tenancy change; repairs; homelessness and housing advice; and rent arrears. 3.2 The Charter data for 2025/26 displays improved or stable performance in most indicators, with seventeen indicators improving from last year. There have been significant levels of improvement particularly notable in relation to void property management, rent arrears performance, emergency repairs, sustainment and adaptations. The indicators with improved performance are: • Indicator 3 – The percentage of all complaints responded to in full at Stages 1 and 2. • Indicator 4 – The average time in working days for a full response at Stages 1 and 2. • Indicator 6 – Percentage of stock meeting the Scottish Housing Quality Standard (SHQS). • Indicator 8 – Average length of time taken to complete emergency repairs (hours). • Indicator 9 – Average length of time taken to complete non- emergency repairs.
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PUBLIC • Indicator 10 – Percentage of reactive repairs carried out in the last year completed right first time. • Indicator 12 – Percentage of tenants who have had repairs or maintenance carried out in last 12 months satisfied with the repairs and maintenance service. • Indicator 14 – Percentage of anti-social behaviour cases reported in the last year which were resolved. • Indicator 15 - Percentage of new tenancies sustained for more than a year, by source of let. • Indicator 16 – Percentage of lettable houses that became vacant in the last year. • Indicator 17 – Percentage of rent lost to properties being empty during the last year. • Indicator 18 – Number of households currently waiting for adaptations to their home. • Indicator 19 – Average time to complete adaptations. • Indicator 20 – Percentage of the court actions initiated which resulted in eviction and the reasons for eviction; (relatively stable) • Indicator 22 – Rent collected as percentage of total rent due in the reporting year (same). • Indicator 23 – Gross rent arrears (all tenants) as at 31 March each year as a percentage of rent due for the reporting year; and • Indicator 26 – Average length of time taken to re-let properties in the last year (days). 3.3 Within the data for 2025/26 there are also areas where performance has declined, reflecting the challenges faced by the Council in continuing to provide core housing services. • Indicator 11 – How many times in the reporting year did you not meet your statutory obligations to complete a gas safety check within 12 months of a gas appliance being fitted or its last check? There were 11 occasions when the gas safety certificate was not issued within the anniversary date. All 11 are now complete and, where possible, actions have been taken to prevent similar cases occurring. We have reviewed our processes and are working to improve communication with tenants through greater use of email and text messaging. This will become more easily facilitated when the new housing management ICT system is live. • Indicator 25 – Percentage of factored owners satisfied with the factoring service they receive.
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PUBLIC 3.4 The seven indicators that have remained the same include the 6 satisfaction indicators as the data is from the 2024 Tenant Satisfaction Survey. The other one is: • Indicator 24 - Average annual management fee per factored property. 3.5 As they are being reported for the first time there is no year-on-year trends for the five new indicators covering electrical testing, fire safety and damp and mould. Similarly, the statutory tenant satisfaction indicators data remains the same, however, these will be refreshed following the next Tenant Satisfaction Survey, scheduled to be undertaken in June this year. 3.6 The Contextual indicators at Section 2 are returned annually to the SHR. Of note, the number of voids at the year-end has reduced again to 314 from 346. It is of note that there has been a decrease in the number of lets this year, reflecting the reduction in the number of void properties, but the percentage of those lets to homeless applicants has increased, as has the number of applicants on the housing list at the year end. There has also been an increase in the number of abandoned tenancies over the year. 3.7 Management information in Section 3 notes the following: • In regard to allocations and managing tenancy changes, the percentage of lets to homeless applicants was 56%, exceeding the target of 55%. • Repairs completion remains relatively stable and there is some improvement in repairs call handling in the Customer Contact Centre. • In homelessness and housing advice, satisfaction levels remain high despite increased pressure on the service. Despite pressures on the service the proportion of assessments remains high at over 96%. • With regard to rent arrears, the percentage of current tenant arrears has remained relatively stable at 3.13%. 4. Service Improvement Plan, reporting performance to tenants and benchmarking performance 4.1 The Environment, Housing and Infrastructure Services 2025-2028 Service Improvement Plan update is presented to this Board. Three indicators on service performance are included in the plan and the performance of each is reported accordingly. The indicators are: a. percentage of reactive repairs carried out in the last year completed first time, included in ARC report, Indicator 12. b. percentage of overall repairs completed within target; included in the management information appendix, table 7; and c. average length of time taken to complete non-emergency repairs (days), included in the ARC report, Indicator 9
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PUBLIC 4.2 This year’s performance against the ARC indicators will be reported to the Scottish Housing Regulator no later than 29 May 2026, following this the Scottish Housing Regulator publishes all social landlords’ performance on its website in August each year. In common with other Councils and RSLs, the Council will be required to report its performance against the Charter to all tenants by the end of October 2026. 4.3 In accordance with guidance from the Scottish Housing Regulator and practice over previous years, tenants will be consulted with on the preferred format for the Tenants’ Report. Members will be advised of the Service’s performance against other local authorities at a later Board. 5. Scottish Housing Regulator Engagement Plan 2026/2027 5.1 The Scottish Housing Regulator’s Engagement Plan for 2026/2027 has noted that Renfrewshire Council, in common with eight other local authorities, is operating in an increasingly difficult environment for delivering homelessness services, with national data and local engagement indicating a heightened risk that demand may soon exceed capacity. This aligns with concerns highlighted in the Scottish Housing Regulator’s December 2023 update, which identified systemic risks across Scotland that has impacted several local authorities. 5.2 This year, the Council must provide the Regulator with required information on its homelessness services, continue its best efforts to meet statutory duties— including the provision of suitable temporary accommodation under the Unsuitable Accommodation Order—and keep the Regulator informed about its capacity to meet these obligations. A separate report to this Board sets out a Homelessness Action Plan which seeks to mitigate the impact of the increase in homelessness and meet the need of those who require support. 5.3 In addition, we are taking steps to consolidate our responsibilities on tenant and resident safety and are currently addressing issues related to asbestos management through a formal action plan. By 30 June 2026, we must also submit an update on our asbestos management improvement actions. 5.4 As in each year, the Council is required to submit annual regulatory returns, including our Annual Assurance Statement and Annual Return on the Charter, and report any material changes or relevant safety concerns. 5.5 The Regulator will maintain close engagement with Renfrewshire, reviewing all submitted information and meet quarterly to monitor homelessness services and assess the Council’s efforts to provide appropriate temporary accommodation. It will also review the Council’s progress on asbestos management and update the published engagement plan if any significant changes arise in the level or nature of regulatory involvement. 5.6 A copy of the Engagement Plan can be found at the following address: https://www.housingregulator.gov.scot/landlord- performance/landlords/renfrewshire-council/. ___________________________________________________________________
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PUBLIC Implications of the Report 1. Financial – None 2. HR & Organisational Development – None 3. Community/Council Planning o Building strong, safe, and resilient communities – Improving and maintaining neighbourhoods and homes. o Working together to improve outcomes – Increasing resident satisfaction with neighbourhoods and communities. 4. Legal – None 5. Property/Assets – None 6. Information Technology – None 7. Equality & Human Rights – The Recommendations contained within this report have been assessed in relation to their impact on equalities and human rights. No negative impacts on equality groups or potential for infringement of individuals’ human rights have been identified arising from the recommendations contained in the report because it is for noting only. If required following implementation, the actual impact of the recommendations and the mitigating actions will be reviewed and monitored, and the results of the assessment will be published on the Council’s website. 8. Health & Safety – None 9. Procurement – None 10. Risks – None 11. Privacy Impact – None 12. COSLA Policy Position – N/A 13. Climate Risk – None 14. Children’s Rights – None _________________________________________________________
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PUBLIC Background Papers The foregoing background papers will be retained within Housing Services for inspection by the public for the prescribed period of four years from the date of the meeting. • Report to the Communities and Housing Policy Board on 13 May 2025, ‘Scottish Social Housing Charter: Annual Return 2024/25.’ ___________________________________________________________________ Author: Ray Walkinshaw, Housing Regeneration and Development Manager E Mail: ray.walkinshaw@renfrewshire.gov.uk