Social Housing Charter Performance 2025-26 and 2026 Engagement Plan - Appendix
Renfrewshire Council · 19 May 2026
Back to Communities and Housing Policy Board — 19 May 2026 and its agenda
Text extracted from the council's PDF. Layout and reading order may differ from the original.
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PUBLIC Scottish Social Housing Charter Outturn Report 2025/2026
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PUBLIC Table of Contents 1. Outturn Report .......................................................................................... 3 1.1 Overall Satisfaction ....................................................................... 3 1.2 The Customer Landlord Relationship ........................................... 3 1.3 Housing Quality and Maintenance ................................................ 4 1.4 Neighbourhood and Community ................................................... 5 1.5 Access to Housing and Support .................................................... 5 1.6 Getting Good Value from Rents and Service Charges .................. 6 1.7 Other Customers; Gypsies/ Travellers ......................................... 7 1.8 Tenant and resident Safety………………………………………………….7 2. Core Contextual Indicators ..................................................................... 10 3. Management Information ........................................................................ 11
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PUBLIC Outturn Report 1.1 Overall Satisfaction No. Indicator 23/24 24/25 25/26 3-year average Notes 1 Percentage of tenants satisfied with the overall service provided by their landlord. 72% 72% 72% 72% The most recent data relates to the survey conducted in 23/24. Source: 2024 Tenant Satisfaction Survey 1.2 The Customer Landlord Relationship Communication No. Indicator 23/24 24/25 25/26 3-year average Notes 2 Percentage of tenants who feel their landlord is good at keeping them informed about their services and decisions. 75.1% 75.1% 75.1% 75.1% The most recent data relates to the survey conducted in 23/24. Source: 2024 Tenant Satisfaction Survey Complaints No. Indicator 23/24 24/25 25/26 3-year average Notes 3/4 The percentage of all complaints responded to in full at Stage 1 93.1% 90.0% 95.7% 93.2% There were 1313 Stage 1 complaints received and carried forward. 1256 were responded to in full, in an average of 14.3 days. Last year there were 1,236 stage 1 complaints. The average time in working days for a full response at Stage 1 7.6 days 14.4 days 14.3 days 12.5 days The percentage of all complaints responded to in full at Stage 2. 71.7% 88.0% 95.2% 89.2% There were 186 stage 2 complaints received and carried forward. 177 were responded to in full, in an average of 17.6 days. Last year there were 142 stage 2 complaints. The average time in working days for a full response at Stage 2. 18.9 days 28.9 days 17.6 days 21.9 days Participation No. Indicator 23/24 24/25 25/26 3-year average Notes 5 Percentage of tenants satisfied with the opportunities given to them to participate in their landlord’s decision-making processes. 83.6% 83.6% 83.6% 91.3% The most recent data relates to the survey conducted in 23/24.
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PUBLIC Source: 2024 Tenant Satisfaction Survey 1.3 Housing Quality and Maintenance Housing Quality No. Indicator 23/24 24/25 25/26 3-year average Notes 6 Percentage of stock meeting the Scottish Housing Quality Standard (SHQS). 68.6% 79.9% 80.9% 76.4% The percentage of stock meeting SHQS has increased slightly to 80.9%. Excluding EICR and smoke detector failures we would be 86% compliant with SHQS 7 Percentage of tenants satisfied with the quality of their home. 71.6% 71.6% 71.6% 71.6% The most recent data relates to the survey conducted in 23/24. (7) Source: 2024 Tenant Satisfaction Survey Repairs, Maintenance and Improvements No. Indicator 23/24 24/25 25/26 3-year average Notes 8 Average length of time taken to complete emergency repairs (hours). 5.6 hours 5.2 hours 4.9 hours 5.3 hours This year just over 14,500 emergency repairs were completed in 2025/26. The average time to complete continues to improve from 5.2 hours to 4.9 hours. 9 Average length of time taken to complete non- emergency repairs (days). 7.9 days 6.9 days 5.5 days 7.3 days This year just under 28,000 non- emergency repairs were completed in an average of 5.5 days. This is an improvement in the average time from last year (6.9 days). 10 Percentage of reactive repairs carried out in the last year completed right first time. 87.3% 90.1% 91.1% 89.6% Of the 27,956 reactive repairs carried out in 25/26, 25,460 were completed right first time. This is a 1% improvement compared to last year. 12 Percentage of tenants who have had repairs or maintenance carried out in last 12 months satisfied with the repairs and maintenance service. 76.7% 77.2% 78.8% 77.7% 3430 tenants responded to the satisfaction survey. Of those, 2703 said they were satisfied or very satisfied. (12) Source: Point of service survey
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PUBLIC 1.4 Neighbourhood and Community Estate Management, Anti-Social Behaviour, Neighbour Nuisance and Tenancy Disputes No. Indicator 23/24 24/25 25/26 3-year average Notes 13 Percentage of tenants satisfied with the landlord’s contribution to the management of the neighbourhood they live in. 75.1% 75.1% 75.1% 75.1% The most recent data relates to the survey conducted in 23/24. 14 Percentage of anti-social behaviour cases reported in the last year which were resolved. 99.3% 96.8% 99.5% 98.2% 401 of the 403 cases were resolved. (13) Source: 2024 Tenant Satisfaction Survey 1.5 Access to Housing and Support Tenancy Sustainment and Tenancy Turnover No. Indicator 23/24 24/25 25/26 3-year average Notes 15 Percentage of new tenancies sustained for more than a year, by source of let. These figures relate to tenancies which commenced between April 2024 and March 2025. Overall sustainment has improved over this period. There is also a positive increaser in the number of homeless applicants sustaining for more than a year. In numerical terms the number of homeless applicants sustaining their tenancy increase to 938 from 334 for the previous reporting year. Existing tenants 94.1% 95.6% 94.3% 94.7% Homeless applicants 86.5% 85.4% 88.4% 86.9% Housing List applicants 91.8% 91.6% 94.7% 92.6% Other 89.4% 0.0% 90.9% 89.6% Overall 90.5% 90.3% 91.9% 90.9% 16 Percentage of lettable houses that became vacant in the last year. 7.8% 7.0% 6.8% 7.2% The number of lettable houses that became vacant in the year reduced to 768 compared to 793 last year. 17 Percentage of rent due lost through properties being empty during the last year. 1.45% 1.30% 0.87% 1.2% This indicator continues to improve.
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PUBLIC Housing Options and Access to Housing No. Indicator 23/24 24/25 25/26 3-year average Notes 18 Number of households currently waiting for adaptations to their home 58 27 19 35 During 2025/26 the Service completed 283 adaptations. At the end of March 2024/25 there were 19 households waiting for an adaptation compared to 27 in the previous year. 19 Average time to complete adaptations 50.4 43.0 19.4 37.9 The average time to complete adaptations significantly improved to 19.4 days from 43 days. 20 Percentage of the court actions initiated which resulted in eviction and the reasons for eviction. 35.5% 23.5% 25.2% 28.4% In the last year 111 court actions were initiated. From these 27 properties were recovered due to non-payment of rent and 1 recovered due to anti-social behaviour. Non-payment of rent 34.0% 21.3% 24.2% 26.8% Anti-social behaviour 1.4% 2.2% 0.9% 1.6% Other 0.0% 0.0% 0.0% 0.0% 1.6 Getting Good Value from Rents and Service Charges Value for Money No. Indicator 23/24 24/25 25/26 3-year average Notes 21 Percentage of tenants who feel that the rent for their property represents good value for money. 70.3% 70.3% 70.3% 70.3% The most recent data relates to the survey conducted in 23/24. Source: 2024 Tenant Satisfaction Survey
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PUBLIC Rents and Service Charges No Indicator 23/24 24/25 25/26 3-year average Notes 22 Rent collected as percentage of total rent due in the reporting year. 100.4% 100.7% 100.5% 100.6% Last year £57,798,776 rent was collected which was more than the amount due (£54,161,465). 23 Gross rent arrears (all tenants) as at 31 March each year as a percentage of rent due for the reporting year. 8.3% 7.1% 6.2% 7.1% There has been a reduction in the level of gross rent arrears over the past year. 24 Average annual management fee per factored property. £108 £108 £108 £108 The Annual management fee remained the same as last year. 25 Percentage of factored owners satisfied with the factoring service they receive. 72.8% 63.8% 59.8% 62.3% 82 owners responded to our annual survey, 49 were either satisfied or very satisfied with the service they received. 26 Average length of time taken to re-let properties in the last year. (days) 50.4 37.3 28.6 39 There were 811 re-lets in 2025/26. There has been improvement in the average re-let times. Our void turnaround times and processes remain an area of primary focus for the service, and we will continue to look for improved ways of working. (25) Source: Annual owners services survey 1.7 Other Customers: Gypsies/Travellers No. Indicator 23/24 24/25 25/26 27 Gypsies/travellers – Average weekly rent per pitch. Currently there are no gypsy/traveller sites in Renfrewshire. 28 For those who provide sites – percentage of gypsies/travellers satisfied with the landlord’s management of the site. 1.8 Tenant and Resident Safety No Indicator 23/24 24/25 25/26 3-year average Notes 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 11 5 11 N/A Renfrewshire Council has always followed the Scottish Government guidance and the more detailed guidance from Gas Safe and HSE. All these services have been completed and there are no outstanding gas services.
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PUBLIC No Indicator 23/24 24/25 25/26 3-year average Notes being fitted or its last check? 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? New Indicator N/A N/A 611 N/A Last year, a total of 3,495 EICRs were completed. This is higher than a standard annual cycle (30% of stock), with 611 occasions where the test was not complete before the due date. There are currently 50 tenanted properties with EICRs overdue. 15 of these are in progress with appointments being arranged. 35 are being monitored due to on-going issues, environmental and no access. The compliance team are engaging with colleagues across housing services and other service areas to support tenants to ensure the EICR can be completed as quickly as possible. 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. New Indicator N/A N/A 633 N/A The fire detection figures are largely driven by the verification of documentation rather than by issues with fire detection provision on site. A more detailed review process is now in place to ensure that records are complete and accurate. 31 Average length of time (days) taken to resolve cases of damp and/or mould by cause New Indicator Condensation N/A N/A 24 N/A There were 176 cases relating to condensation Structural issues N/A N/A 33.6 N/A There were 115 cases relating to structural issues Other N/A N/A 30.7 N/A There were 70 cases relating to other issues Overall N/A N/A 28.4 N/A In total there were 361 cases of damp and mould 32 Percentage of cases of damp and/or mould resolved during the reporting year that were reopened by cause. New Indicator Condensation N/A N/A 7.9% N/A 14 cases were re-opened from a total of 176 cases Structural issues N/A N/A 6.9% N/A 8 cases were re-opened from a total of 115 cases Other N/A N/A 8.6% N/A 6 cases were re-opened from a total of 70 cases
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PUBLIC No Indicator 23/24 24/25 25/26 3-year average Notes Overall N/A N/A 7.8% N/A 28 cases were re-opened from a total of 361 cases 33 Number of open damp and/or mould cases at the year end New Indicator N/A N/A 69 N/A
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PUBLIC Section 2 Core Contextual Indicators 2.1 For local authorities the Scottish Housing Regulator increased the number of contextual indicators from 6 to 9, these relate to the stock and profile of our service users. No. Indicator 23/24 24/25 25/26 C2 Number of lets during the reporting year, by source of let Existing tenants 215 247 173 Housing List applicants 297 324 245 Mutual Exchanges 0 0 0 Other sources 46 11 0 Homeless applicants 391 450 393 Total number excluding exchanges 949 1,032 811 C3 Abandoned homes 114 93 122 C4 Rent increase 6.0% 7.5% 7.5% C5 Number of households for which landlords are paid housing costs 7,119 7,204 7,209 Value of direct housing cost payments received during the year £29,505,217 £32,626,787 £35,072,618 C6 Total value of former tenant arrears at year end £2,107,430 £2,089,186 £1,758,195 Total value of former tenant arrears written off at year end £568,896 £848,228 £416,311 Percentage of former tenant rent arrears written off at the year end 26.99% 40.6% 23.7% C7 Scottish Housing Quality Standard (SHQS) – Stock condition survey information The date your organisation's stock was last surveyed or assessed for compliance with the SHQS 03/2022 03/2025 03/2026 What percentage of stock did your organisation fully assess for compliance in the last five years? 60% 77% 88% The date of your next scheduled stock condition survey or assessment 04/2024 05/2025 05/2026 What percentage of your organisation's stock will be fully assessed in the next survey for SHQS compliance 33% 20% 20% C8 Total self-contained stock 12,305 12,078 11,942 Self-contained stock exempt from SHQS 0 0 83 Self-contained stock in abeyance from SHQS 546 302 38 Self-contained stock failing SHQS for one criterion 2,592 1,662 1,908 Self-contained stock failing SHQS for two or more criteria 732 449 257 Total self-contained stock failing SHQS 3,324 2,111 2,286 Stock meeting the SHQS 8,435 9,665 9,656 C9 Total self-contained properties void at the year end 546 346 314 Total self-contained properties void for more than six months at the year end 146 104 79
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PUBLIC Section 3 Management Information Allocations and Managing Tenancy Change In 2025/26, just over 5,500 were on the waiting list for council housing, slightly more than last year. Graph1 The origin of applications remained broadly unchanged, with similar proportions applying from homelessness, the private sector, other social landlords, and existing Council tenants. Graph 2 The Council let 813 (including 2 acquisitions) properties during the year. The majority (84%) were allocated through the group system, which is around the same as last year (85%). Graph 3 Within the group system, 56% of all lets were made to Group 1 (Homeless) applicants, which is an increase from last year (52%) demonstrating continued prioritisation of statutory homelessness duties. 581 5565 0 1000 2000 3000 4000 5000 6000 Housing List Number of applicants on housing list - at 31st March 2026 Of which number who have their application on hold 375 722 3401 606 461 Source of allocation Statutory Homeless Mobility General Applicants (not landlord’s own tenant) Transfer Applicants (with housing need) Transfer Applicants (no housing need) 684 129 0 200 400 600 800 Lets Lets outwith group system Lets through group system
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PUBLIC Graph 4 Lets by property type remained stable year-on-year, with tenement flats accounting for around 50% of all Council lets. Graph 5 56.4% 15.8% 19.7% 7.9% 0.2% 55% 10% 24% 10% 1% 0.0% 20.0% 40.0% 60.0% Statutory Homeless Mobility General Applicants (not landlord’s own tenant) Transfer Applicants (with housing need) Transfer Applicants (no housing need) Lets and targets Targets 25/26 % 386 154 68 75 130 Lets by property type Tenement Flat Own Door Flat Multi-storey Flat House Other
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PUBLIC Repairs and Maintenance In 2025/26 just over 45,400 repairs were carried out and 95.4% were completed within the target timescale (Graph 6). This is more than 2024/25 where over 43,500 repairs were complete with 93.6% completed within the target timescale. Graph 6 Graph 7 provides information on Customer Contact Centre performance in relation to housing repairs calls. This shows the volume of calls in 2025/26 and the outcomes for calls received. Just over 60,000 calls were made to report repairs and 97% of these were answered, which is an improvement on last year of 4 percentage points. 67% of all attempted calls were answered within the 40 second target (Graph 8), which is 9 percentage points better than last year. Graph 7 Graph 8 98.0% 95.4% 92.9% 88.0% 90.0% 92.0% 94.0% 96.0% 98.0% 100.0% 25/26 % Repairs completed within target Emergency Completed Total Repairs Completed Routine Completed 60,179 58,390 1,463 0 10,000 20,000 30,000 40,000 50,000 60,000 70,000 Contact Centre Calls Total calls attempted Calls answered Calls abandoned 2% 67% 65% 97% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 25/26 Calls answered/abandoned Abandonment Level % answered calls answered within 40 sec target % of all attempted calls answered within 40 sec target (service level) % Calls Answered
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PUBLIC Homelessness & Housing Advice 2025/26 saw increases in all aspects of people presenting as homeless that require assessment, whilst there was an increase in the number threatened with homelessness and a similar rise in the number of applications where the Council has a statutory duty to re-house. This is symptomatic of the pressures faced with e service and reflected nationally. The proportion of assessments completed within 28 days remains high at 96.4%, slightly down from last year (97.8%) (Graph 9). Graph 9 Satisfaction with the quality of advice (90.9%), the quality of temporary accommodation (92.5%) and the overall quality of service received (90.9%) remains high. (Graph 10). Graph 10 1133 2659 965 0 1000 2000 3000 Number of homeless applications requiring assessment Total number of service users –those who were homeless, threatened with homelessness, or requiring housing options advice. Number of applications assessed as ‘homeless or threatened with homelessness’ (i.e., the Council had a duty to rehouse) Application and Decision Making 90.91% 90.91% 92.50% 90.00% 90.50% 91.00% 91.50% 92.00% 92.50% 93.00% Service and Temporary Accomodation Satisfaction % pleased with the quality of advice and information they were given % pleased with the overall quality of the service they received. % Satisfied with temporary accommodation
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PUBLIC Rent and Arrears Arrears performance has continued to improve, the annual rental income due to be collected is over £57.4 million. At the end of March 2026, just under £1.8 million was owed in arrears which is slightly more than of £1.7million, but at 3.13% is around the same as last year. Graph 11 provides a profile of arrears by value. There has been a slight increase in arrears across all bandings with the exception of those who owe £1,000+ where the actual figure is reducing. Graph 11 Graph 12 shows the amount owed by tenants by age profile. Despite having the largest proportion of arrears, the age banding of 25 to 49 has seen a reduction in the amount owed compared to last year. Graph 12 Graph 13 shows the recovery action taken, last year saw a small decrease in the number of notices called to court and a in the number of evictions. Graph 13 Average re-call times to court have decreased by one week, Graph 14 £131,167 £183,703 £309, £1,174,033 Value of rent debt Under £250 Between £250 & £500 Between £500 & £1,000 Over £1,000 £175,337 £1,150,931 £305,105 £166,649 Profile of Arrears by Age Under 25 years Between 25 & 49 years Between 50 & 60 years Over 60 596 111 42 5 0 200 400 600 800 NPRP issued All Cases calling at Court Decrees Granted Evictions enforced S/Officer Recovery Action
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PUBLIC Graph 14 Graph 15 highlights the status of debt from post and pre court. The amount of debt pre court and post court has increased slightly from last year. Graph 15 Graph 16 provides summary information on benefit levels. Benefit uptake remains high with 76% of our tenants in receipt of some form of benefit. Graph 16 10.9 5.8 0.0 2.0 4.0 6.0 8.0 10.0 12.0 Recovery Action Court Time Average time first calling (weeks) Average time recalled at court… £1,130,99 £488,579 £178,449 Status of Rent Debt Arrears Pre-Court Arrears Post Court Arrears Rent Direct 8,378 2,633 Housing Benefit Tenants with benefit Tenants without benefit
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PUBLIC Environment, Housing and Infrastructure Renfrewshire Council Renfrewshire House Cotton Street Paisley PA1 1BR