Scottish Housing Charter Performance 2023-24 CaH 20 08 24 V2
Renfrewshire Council · 20 August 2024
Back to Communities and Housing Policy Board — 20 August 2024 and its agenda
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___________________________________________________________________ To: Communities and Housing Policy Board On: 20 August 2024 __________________________________________________________________ Report by: Director of Environment, Housing and Infrastructure ___________________________________________________________________ Heading: Social Housing Charter Performance: 2023/24 ___________________________________________________________________ 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 Return on the Charter consists of 32 performance indicators and fourteen contextual indicators and is submitted to the SHR at the end of May each year. This report provides an update on performance against the Charter Indicators for the year 2023/24. 1.3 There are three Indicators (one relating to RSLs and two relating to Gypsy travellers) that are not applicable to Renfrewshire. Since April 2023, of the 29 remaining indicators, the majority – sixteen – have improved, twelve have dipped in performance and one has remained unchanged. ___________________________________________________________________ 2. Recommendations It is recommended that the Communities and Housing Policy Board: 2.1 Note the 2023/24 report on Scottish Social Housing Charter Performance attached as Appendix 1. 2.2 Note that the Scottish Housing Regulator is carrying out a review of the ARC indicators. ___________________________________________________________________
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3. Charter Report for 2023/24 3.1 The Scottish Social Housing Charter report provides information for 2023/24 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 In the context of the volume of indicators that are reported each year, it is to be expected that there will always be some degree of fluctuation of performance, either positively or negatively. The information in the report at Appendix 1 therefore also considers the 3 year average position where possible, which allows consideration of the wider performance trend. 3.3 The Charter data for 2023/24 displays improved performance in most indicators, with significant levels of improvement particularly notable in relation to emergency repairs, adaptations and void property management. The sixteen areas of improved performance were: • Indicator 6 – Percentage of stock meeting the Scottish Housing Quality Standard (SHQS); • Indicator 8 – Average time to complete emergency repairs; • 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?; • 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 tenancy offers refused during the year; • Indicator 15 – Percentage of anti-social behaviours cases reported in the last year which were resolved; • Indicator 18 – Percentage of rent lost to properties being empty during the last year; • Indicator 19 – Number of households currently waiting for adaptations to their home;
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• Indicator 20 – Total cost of adaptations completed in the year by source of funding; • Indicator 21 – The average time to complete adaptations; • Indicator 22 – Percentage of the court actions initiated which resulted in eviction and the reasons for eviction; • Indicator 24 – Homelessness (LAs only) – the percentage of homeless households referred to RSLs under section 5 and through other referral routes; • Indicator 26 – Rent collected as percentage of total rent due in the reporting year; • Indicator 27 – Gross rent arrears (all tenants) as at 31 March each year as a percentage of rent due for the reporting year; • Indicator 29 – Percentage of factored owners satisfied with the factoring service they receive; and • Indicator 30 – Average length of time taken to re-let properties in the last year. . 3.4 Within the data for 2023/24 there are twelve indicators where performance has declined, reflecting the challenges faced by the Council in continuing to provide core housing services during the current challenging economic climate. Of these twelve areas, six relate to tenant satisfaction and these are reported in more detail in the Tenant Satisfaction Survey report which is also being presented to the Policy Board. Of the remaining six, two dipped in performance by less than 5% and the other four are: • Indicator 3 – The percentage of all complaints responded to in full at Stage 1 and the percentage of all complaints responded to in full at Stage 2; • Indicator 4 – The average time in working days for a full response at Stage 1 and the average time in working days for a full response at Stage 2; • Indicator 9 – Average length of time taken to complete non- emergency repairs; and • Indicator 17 – Percentage of lettable houses that became vacant in the last year.
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3.5 The Contextual Indicators in Section 2 are returned annually to the SHR. Of note, the number of lets has remained consistent at 949 lets, as has the number of applicants on the housing list at the year end. There is a notable increase in the number of possession orders granted, which is due to a return to usual rent arrears recovery activity after Covid. 3.6 Management information in Section 3 notes the following: • With regard to allocations and managing tenancy changes, it is of note that there is a continued increase in lets associated with the housing-led regeneration programme and there has been a significant increase in lets to homeless applicants. This is in line with the current position of increasing homelessness, both locally and nationally, which has previously been reported to this Policy Board; • 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. This pressure is reflected in the slight reduction in the proportion of assessments completed within 28 days; and • There is an improved picture with rent arrears, in that there is a reduction of £200,000 in current rent arrears from last year. It is also noticeable that there is an increase in recovery action and cases called to court - this is due to a return to a normal arrears’ recovery service after Covid. 4. Service Improvement Plan, reporting performance to tenants and benchmarking performance 4.1 In May this year, the Communities and Housing Policy Board was presented with the Environment, Housing and Infrastructure Services 2023-2026 Service Improvement Plan. Three indicators on service performance are included in the plan and the performance of each is reported accordingly. The indicators are: a. The percentage of reactive repairs carried out in the last year completed first time, which is included in the ARC report as Indicator 12; b. The overall percentage of repairs completed within target, which is included in the Appendix at Table 2 and Graph 8; and c. The average length of time taken to complete non-emergency repairs (in days), which is included in the ARC report as Indicator 9.
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4.2 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 in October. 4.3 In accordance with guidance from the Scottish Housing Regulator and the Council’ practice over previous years, tenants will be consulted with on the preferred format for the Tenants’ Report. A report will be presented to a future meeting of this Policy Board which benchmarks Renfrewshire Council’s performance in 2023/24 against that of other Social Landlords. 5. Review of the Scottish Social Housing Charter Indicators 5.1 In May this year the Scottish Housing Regulator set out plans to carry out a comprehensive review of the Annual Return on the Charter (ARC) during 2024/25. The Regulator has established advisory groups to work with it to consider the current ARC indicators and help it to develop appropriate and meaningful indicators on tenant and resident safety, including new indicators on damp and mould. 5.2 The Regulator will use the feedback it received about the ARC indicators during its recent framework review. It also intends to include the development of appropriate indicators for the Social Housing Net Zero Standard following the conclusion of the Scottish Government’s consultation on the proposed Standard. 5.3 The Regulator will consult formally on the revised ARC indicators later this year. The new ARC will take place for collection year 2025/26, and landlords will make the first return under the new indicators in May 2026. The existing ARC will continue until then. ___________________________________________________________________ Implications of the Report 1. Financial – None 2. HR & Organisational Development - None 3. Community/Council Planning Building strong, safe, and resilient communities – Improving and maintaining neighbourhoods and homes. Working together to improve outcomes – Increasing resident satisfaction with neighbourhoods and communities. 4. Legal – None 5. Property/Assets – None
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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. Children’s Rights – None 14. Climate Risk – None _________________________________________________________ Background Papers The foregoing background papers will be retained within Communities, Housing and Planning Services for inspection by the public for the prescribed period of four years from the date of the meeting. • Report to the Communities, Housing and Planning Policy Board on 22 August 2023, ‘Scottish Social Housing Charter: Annual Return 2022/23’. ___________________________________________________________________ Author: Ray Walkinshaw, Housing Regeneration and Development Manager E Mail: ray.walkinshaw@renfrewshire.gov.uk
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Scottish Social Housing Charter Outturn Report 2023/2024
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1 1. Outturn Report 1.1 Overall Satisfaction No. Indicator 21/22 22/23 23/24 Average Notes 1 Percentage of tenants satisfied with the overall service provided by their landlord. (b)82.4% (b)82.4% (c)72.0% 81.3% The most recent survey is 9 percentage points below the average of the last three surveys. Sources: (b) 2022 Tenant Satisfaction Survey (c) 2024 Tenant Satisfaction Survey 1.2 The Customer Landlord Relationship Communication No. Indicator 21/22 22/23 23/24 Average Notes 2 Percentage of tenants who feel their landlord is good at keeping them informed about their services and decisions. (b)91.1% (b)91.1% (c)75.1% 85.1% The most recent survey is 10 percentage points below the average of the last three surveys. Sources: (b) 2022 Tenant Satisfaction Survey c) 2024 Tenant Satisfaction Survey Complaints No. Indicator 21/22 22/23 23/24 Average Notes 3/4 The percentage of all complaints responded to in full at Stage 1. 95.1% 97.9% 93.1% 95.7% There were 977 Stage 1 complaints received. 910 were responded to in full, in an average of 7.6 days. Last year there were 1,050 Stage 1 complaints. The average time in working days for a full response at Stage 1. 6.6 days 5.8 days 7.6 days 6.6 days The percentage of all complaints responded to in full at Stage 2. 96.2% 84.6% 71.7% 81.0% There were 53 Stage 2 complaints received. 38 were responded to in full, in an average of 18.9 days. Last year there were 26 Stage 2 complaints The average time in working days for a full response at Stage 2. 16.6 days 14.5 days 18.9 days 17.1 days Participation No. Indicator 21/22 22/23 23/24 Average Notes 5 Percentage of tenants satisfied with the opportunities given to them to participate in their landlord’s decision- making processes. (b)99.0% (b)99.0% (c)83.6% 93.1% The most recent survey is 10 percentage points below the average of the last three surveys. Sources: (b) 2022 Tenant Satisfaction Survey c) 2024 Tenant Satisfaction Survey
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2 1.3 Housing Quality and Maintenance Housing Quality No. Indicator 21/22 22/23 23/24 Average Notes 6 Percentage of stock meeting the Scottish Housing Quality Standard (SHQS). 57.1% 67.9% 68.6% 64.5% The percentage of stock meeting SHQS has increased slightly to 68.6%. Excluding EICR and smoke detector failures we would be 85% compliant with SHQS. 7 Percentage of tenants satisfied with the quality of their home. (b)79.9% (b)79.9% (c)71.6% 79.4% The most recent survey is 8 percentage points below the average of the last three surveys. Sources: (b) 2022 Tenant Satisfaction Survey (c) 2024 Tenant Satisfaction Survey Repairs, Maintenance and Improvements No. Indicator 21/22 22/23 23/24 Average Notes 8 Average length of time taken to complete emergency repairs (hours). 7.1 9.8 5.6 7.6 This year just over 14,300 emergency repairs were completed in 2023/24. The average time to complete improved from 9.8 hours to 5.6 hours. 9 Average length of time taken to complete non- emergency repairs (days). 14.6 6.1 7.9 9.5 This year just over 24,200 non-emergency repairs were completed in an average of 7.9 days. This is a slight increase in average time from last year (6.1 days), but reflects resources being prioritised to dealing with emergency repairs more quickly. 10 Percentage of reactive repairs carried out in the last year completed right first time. 84.9% 90.0% 87.3% 87.4% Of the 23,788 reactive repairs carried out in 23/24, 20,774 were completed right first time. 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? 142 58 11 N/A Renfrewshire Council has at all times followed the Scottish Government guidance and the more detailed guidance from Gas Safe and HSE. All of these services have been completed and there are no outstanding gas services. 12 Percentage of tenants who have had repairs or maintenance carried out in last 12 months satisfied with the repairs and maintenance service. 95.0% 73.3% 76.7% 79.8% 2,608 tenants were asked how satisfied they were with the repairs, of these 1,999 said they were satisfied or very satisfied. (11) No average included as 2021/22 figures were still reflective of the impact of Covid (12) Source: Point of service survey
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3 1.4 Neighbourhood and Community Estate Management, Anti-Social Behaviour, Neighbour Nuisance and Tenancy Disputes No. Indicator 21/22 22/23 23/24 Average Notes 13 Percentage of tenants satisfied with the landlord’s contribution to the management of the neighbourhood they live in. (b)87.0% (b)87.0% (c)75.1% 82.4% The most recent survey is 7 percentage points below the average of the last three surveys 14 Percentage of tenancy offers refused during the year. 39.6% 39.3% 37.4% 38.6% From 1,430 formal offers there were 535 refusals. 15 Percentage of anti-social behaviour cases reported in the last year which were resolved. 99.7% 98.0% 99.3% 99% 434 of the 437 cases were resolved. Sources: (b) 2022 Tenant Satisfaction Survey c) 2024 Tenant Satisfaction Survey 1.5 Access to Housing and Support Tenancy Sustainment and Tenancy Turnover No. Indicator 21/22 22/23 23/24 Average Notes 16 Percentage of new tenancies sustained for more than a year, by source of let. These figures relate to tenancies which commenced between April 2022 and March 2023. Overall sustainment has gone down slightly over this period. In the ‘other’ section 59 tenancies were sustained from a total of 66. This relates to lets to Ukrainian Displaced Persons. Existing tenants 93.5% 95.2% 94.1% 94.3% Homeless applicants 89.4% 91.6% 86.5% 89.3% Housing List applicants 94.5% 94.5% 91.8% 93.5% Other 0.0% 0.0% 89.4% 89.4% Overall 92.2% 95.3% 90.5% 92.0% 17 Percentage of lettable houses that became vacant in the last year. 8.3% 7.2% 7.8% 7.8% There was a small increase in the number of lettable houses that became vacant in the year, with 896 this year compared to 828 last year. 18 Percentage of rent due lost through properties being empty during the last year. 2.0% 1.9% 1.4% 1.7% There was a decrease in the rent lost through void properties this year. Housing Options and Access to Housing No. Indicator 21/22 22/23 23/24 Average Notes 19 Number of households currently waiting for adaptations to their home. 107 177 58 114 During 2023/24 the Service completed 280 adaptations, around 100 more than last year. At the end of March 2023/24 there were 58 households waiting for an adaptation compared to 177 in the previous year.
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4 No. Indicator 21/22 22/23 23/24 Average Notes 20 Total cost of adaptations completed in the year by source of funding (£) 608,555 769,216 702,435 693,402 The average time to complete adaptations improved significantly to 50.4 days from 96.0 days. 21 The average time to complete adaptations 141.9 96.0 50.4 93.0 days 22 Percentage of the court actions initiated which resulted in eviction and the reasons for eviction 0.8% 5.0% 35.5% N/A In line with legislation the Service resumed a full arrears recovery service. There is no three-year average as due to restrictions on evictions set there has not been a full three years of a full recovery service. Non-payment of rent 0.0% 4.4% 34.0% Anti-social behaviour 0.8% 0.6% 1.4% Other 0.0% 0.0% 0.0% Homelessness No Indicator 21/22 22/23 23/24 Average Notes 23 Homelessness (RSLs only) – the percentage of referrals under Section 5, and other referrals for homeless households made by the local authority, that result in an offer, and the percentage of those offers that result in a let. This indicator relates to RSLs only and is therefore N/A 24 Homelessness (LAs only) – the percentage of homeless households referred to RSLs under section 5 and through other referral routes. 32.0% 28.2% 30.9% 30.6% The Council continues to work with RSL partners to refer households through the section 5 and Nomination Agreement routes. The actual number of houses let to homeless applicants by RSLs increased in 2023/24 and has improved, in line with our Rapid Rehousing Transition Plan. 1.6 Getting Good Value from Rents and Service Charges Value for Money No. Indicator 21/22 22/23 23/24 Average Notes 25 Percentage of tenants who feel that the rent for their property represents good value for money. (b)83.4% (b)83.4% (c)70.3% 77.4% The most recent survey is 7 percentage points below the average of the last three surveys Sources: (b) 2020 Tenant Satisfaction Survey (c) 2022 Tenant Satisfaction Survey
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5 Rents and Service Charges No. Indicator 21/22 22/23 23/24 Average Notes 26 Rent collected as percentage of total rent due in the reporting year. 98.2% 100.0% 100.4% 99.6% Last year £50,888,381 rent was collected which was more than the amount due (£50,675,517). 27 Gross rent arrears (all tenants) as at 31 March each year as a percentage of rent due for the reporting year. 8.0% 8.6% 8.3% 8.3% There has been a reduction in the level of gross rent arrears over the past year. 28 Average annual management fee per factored property. £58 £108 £108 £91 The Annual management fee remained the same as last year. 29 Percentage of factored owners satisfied with the factoring service they receive. 60.4% 71.2% 72.8% 67.2% This indicator has improved. 30 Average length of time taken to re-let properties in the last year (days) 66.0 60.6 50.4 59.1 There were 949 re-lets in 2023/24. 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. (29) Source: Annual owners services survey 1.7 Other Customers – Gypsies/Travellers No. Indicator 20/21 21/22 22/23 23/24 31 Gypsies/travellers – Average weekly rent per pitch. Currently there are no gypsy/traveller sites in Renfrewshire. 32 For those who provide sites – percentage of gypsies/travellers satisfied with the landlord’s management of the site.
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6 2. Core Contextual Indicators 2.1 These relate to the stock and profile of our service users. Not all of these are reported by local authorities. The core contextual indicators are included in the table below: No. Indicator 21/22 22/23 23/24 C2 Number of lets during the reporting year, by source of let Existing tenants 228 270 215 Housing List applicants 343 291 297 Mutual Exchanges 15 10 0 Other sources 0 66 46 Homeless applicants 369 318 391 Total number excluding exchanges 940 945 949 C3 Number of lets during the reporting year General Needs 902 898 900 Supported Housing (sheltered housing only) 38 47 49 C14 Types of tenancies granted for the reporting year Occupancy agreements 0 0 0 Short SST 6 4 1 SST 934 941 948 C15 Housing Lists New applicants 2,976 2,694 2,964 Applicants on list at end of year 5,347 4,951 4,964 Suspensions 61 46 64 Cancelled 3,271 3,163 2,994 C4 Abandoned properties 122 101 114 C30 Number of notices of proceedings issued 112 622 501 The number of orders for recovery of possession granted during the reporting year 6 38 78 C29 Average number of reactive repairs completed per occupied property 3.7 3.6 3.1 C16 The Landlord’s wholly owned stock 12,216 12,216 12,305 C17 Stock by house type House 2,696 2,755 2,789 High Rise 1,000 1,002 1,005 Tenement 4,637 4,601 4,610 4 in block 2,832 2,795 2,825 Other flat/maisonette 1,051 1,063 1,076 C20 Number of self-contained properties void at the year end 619 546 546 Void for more than 6 months 196 207 146 C5 Rent increase 2.0% 5.5% 6.0% C6 Number of households for which landlords are paid housing costs 7,478 7,377 7,119 Value of direct housing cost payments received during the year £27,385,200 £27,539,258 £29,505,217 C7 Percentage of former tenant rent arrears written off at the year end 15.84% 27.48% 26.99%
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7 3. Management Information 3.1 Allocations and Managing Tenancy Change There were just under 5,000 applicants applying for housing in 2023/24 (Graph 1). This is the same as 22/23. The origins of their applications remained proportionally similar to the previous year (Graph 2). Graph 1 (Applicants on housing list) Graph 2 (Source of application) In 2023/24, 949 properties were let by the Council. Most of these lets (76%) were made through the group system (Graph 3), although this is a reduction from last year (81%). There has been a further increase in lets associated with the Regeneration programme (Graph 4) Graph 3 (Number of lets) Graph 4 (Lets outwith the Group system) Within the group system, 54% of lets went to Group 1 (Homeless) applicants (Graph 5). This is a significant increase from 41% last year. 0 2000 4000 6000 21/22 22/23 23/24 Applicants on Housing List Number of applicants on housing list - at 31st March 2024 Of which number who have their application on hold 0.00%15.00%30.00%45.00%60.00%75.00% Statutory Homeless Mobility General Applicants (not … Transfer Applicants… Transfer Applicants (no… Source of application 23/24 % 22/23 % 21/22 % 0 200 400 600 800 1000 21/22 22/23 23/24 Lets Lets outwith group system Lets through group system
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1 Graph 5 (Lets and targets) Last year saw a slight percentage increase in lets in tenement flats and own door flats (Graph 6). Graph 6 (percentage of lets by property type) Council nominations for RSLs reduced from 74 in 2021/22 to 48. The number and percentage of Section 5 Lets was broadly the same as 2021/22 (Table 1, Graph 7). Nomination & S5 Lets Council nomination lets % of overall lets to Council nominations Section 5 lets % lets to Section 5 % overall lets to Council General stock Specialist/sheltered/supported Total stock 21/22 74 3 8.58% 174 24.20% 27.98% 22/23 48 11 7.59% 171 26.50% 29.60% 23/24 19 3 3.50% 183 36.80% 32.40% Table 1: Nominations and Section 5 - general stock only (excludes specialist) 0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00% Statutory Homeless Mobility General Applicants (not landlord’s own tenant) Transfer Applicants (with housing need) Transfer Applicants (no housing need) Lets and Targets 21/22 22/23 Lets 23/24 Targets
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2 Graph 7 Nominations and Section 5 - general stock only (excludes specialist) 3.2 Repairs In 2023/24 just under 40,000 repairs were carried out and 92% were completed within the target timescale. This is fewer than 2022/23 where over 43,700 repairs were complete with 93.1% completed within the target timescale. Table 2 outlines repairs performance completed by category of repair and graph 8 illustrates the performance trend of all repairs completed over the past few years. • an emergency repair is classed as one where there is a threat to health and safety or where we need to take quick action to prevent damage • ‘right to repair’ qualifying repairs are urgent repairs which must be carried out within a specified timescale in terms of the Housing (Scotland) Act 2001 • routine repairs are everyday repairs which are required as a result of normal wear and tear of the property • programmed repairs are generally non-urgent general maintenance repairs which are carried out on a programmed basis rather than carrying out individual responsive repairs (usually larger scale repairs within common ownership) Repairs % completed in target time Category of Repair 21/22 22/23 23/24 Emergency Completed 97.0% 95.0% 98% Right to Repair Completed 100.0% 95.0% 98% Urgent Completed 86.0% 61.0% 63% Routine Completed 87.0% 92.0% 89% Programmed Completed 100.0% 99.0% 98% Total Repairs Completed 93.6% 93.1% 92% Table 2 – Repairs % completed in target time Graph 8 Total repairs completed in target time 25.00% 30.00% 35.00% 0 50 100 150 200 21/22 22/23 23/24 Nominations and Section 5 lets Council nomination lets General stock Council nomination lets Specialist/sheltered/supported % of overall lets to Council nominations Section 5 lets Total stock % lets to Section 5 % overall lets to Council 86.00% 88.00% 90.00% 92.00% 94.00% 96.00% 98.00% 100.00% 21/22 22/23 23/24 Total Repairs Completed
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1 Graph 9 provides information on Customer Contact Centre performance in relation to housing repairs calls. This shows the volume of calls in 2023/24 and the outcomes for calls received. Over 70,000 calls were made to report repairs and 93% of these were answered, an improvement of 4% points from last year, where the figure was 89% (2022/23). 63% of all attempted calls were answered within the 40 second target. Graph 9 (CCC Calls answered/abandoned) Graph 10 (CCC Calls answered in 40 seconds) 3.3 Homelessness and Housing Advice 2023/24 saw continued increases in the number of people presenting as homeless that require assessment, those who were looking for housing advice and the number of applications where the Council has a statutory duty to re-house. This is symptomatic of the pressures faced within the service and reflected nationally. The proportion of assessments completed within 28 days remains high at 95.2% but is down a little from last year at 99% (Graph 11). Graph 11 (Homelessness, applications and decision making) 90% 95% 100% 105% 0 2000 4000 21/22 22/23 23/24 Application and Decision Making 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) Proportion of assessments completed within 28 days 20% 40% 60% 80% Total Calls answered in 40 Seconds % answered calls answered within 40 sec target % of all attempted calls answered within 40 sec target (service level)
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1 Satisfaction with the quality of advice (94.6%), the quality of temporary accommodation (95%) and the overall quality of service received (96.3%) remains high. (Graph 12). Graph 12 (Homeless Services satisfaction) 3.4 Rent Arrears Graph 13 that the annual rental income due to be collected is over £50.67m. At the end of March 2024, £2.1 million was owed in arrears which is an improvement on the previous year’s figure of £2.3million. Graph 13 Rent arrears value Graph 14 shows the recovery action taken, with the return to normal arrears recovery activity there is an increase to cases being called to court. Graph 15 also shows average calling times increasing. 90% 92% 94% 96% 98% 100% 21/22 22/23 23/24 Homeless 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 5,000 6,000 7,000 8,000 9,000 10,000 11,000 12,000 13,000 £0 £10,000,000 £20,000,000 £30,000,000 £40,000,000 £50,000,000 £60,000,000 21/22 22/23 23/24 Annual Rental Income Total Arrears Owed All Number of Tenants
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2 Graph 14 Recovery action Graph 15 Court calling time Graph 16 highlights the status of debt from post and pre court. The amount of debt pre court has increased due to no court activity during the pandemic. Graph 16 Status of rent debt 0 500 1000 21/22 22/23 23/24 Recovery Action NPRP issued All Cases calling at Court Decrees Granted Evictions enforced S/Officer £0 £500,000 £1,000,000 £1,500,000 £2,000,000 £2,500,000 £3,000,000 21/22 22/23 23/24 Status of Rent Debt Arrears Rent Direct Arrears Post Court Arrears Pre-Court 0 5 10 15 Average time first calling (weeks) Average time recalled at court (weeks) Recovery Action Court Time 23/24 22/23 21/22
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Graph 17 provides a profile of arrears by value. There has been some reduction in total arrears with specific reductions in the bands £250 to £500 and in the band where the debt is over £1,000, the other arrears values have remained relatively stable. Graph 18 shows the amount owed by tenants by age profile which shows that the main group with the majority of arrears are those in the 25 to 49 age band. Graph 17 Arrears by value Graph 18 Arrears age bands Graph 19 provides summary information on benefit levels comparing with previous years. Benefit uptake remains high with 76% of our tenants in receipt of some form of benefit. Graph 19 Housing Benefit £0 £500,000 £1,000,000 £1,500,000 £2,000,000 £2,500,000 21/22 22/23 23/24 Arrears by value Under £250 Between £250 & £500 Between £500 & £1,000 Over £1,000 70% 72% 74% 76% 78% 80% 0 2,000 4,000 6,000 8,000 10,000 12,000 21/22 22/23 23/24 Housing Benefit Number of tenants Tenants with benefit Tenants without benefit % in receipt of Housing Benefit £0 £500,000 £1,000,000 £1,500,000 £2,000,000 £2,500,000 21/22 22/23 23/24 Arrears by age Under 25 years Between 25 & 49 years Between 50 & 60 years Over 60
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Environment, Housing and Infrastructure Renfrewshire Council Renfrewshire House Cotton Street Paisley PA1 1BR