Annual Housing Performance Benchmarking Report 202324
Renfrewshire Council · 29 October 2024
Back to Communities and Housing Policy Board — 29 October 2024 and its agenda
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___________________________________________________________________ To: Communities and Housing Policy Board On: 29 October 2024 ___________________________________________________________________ Report by: Director of Environment, Housing & Infrastructure ___________________________________________________________________ Heading: Annual Housing Performance Benchmarking Report 2023/24 ___________________________________________________________________ 1. Summary 1.1 Each year the Council submits its return to the Scottish Housing Regulator on the Scottish Social Housing Charter. Our return for 2023/24 was reported to Board in August this year. This report provides information on the Council’s performance in 2023/24 on the key Social Housing Charter indicators compared to other local authorities and Registered Social Landlords (RSLs). 1.2 Through membership of Scotland’s Housing Network, the Council can compare where it is performing well against other social housing providers and identify areas for improvement. 1.3 The report identifies where the Service performs well against other providers and where there are areas for improvement. ___________________________________________________________________ 2. Recommendations It is recommended that the Communities and Housing Policy Board: 2.1 Note the Council’s performance in 2023/24 on key Housing Charter indicators compared to other social landlords. __________________________________________________________________ 3. Background 3.1 The Scottish Social Housing Charter enables each social housing provider to compare its performance against all social landlords in Scotland. The Annual
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Charter Return consists of 32 performance indicators and 14 contextual indicators and is submitted to the Scottish Housing Regulator (SHR) at the end of May each year. A report on Renfrewshire Council’s performance against the Charter in 2023/24 was presented to the Policy Board in August 2024. This report focuses on the 32 performance indicators. 3.2 Renfrewshire Council is a member of Scotland’s Housing Network which collects data from participating landlords and produces benchmarking information. The benchmarking data from Scotland’s Housing Network allows the Council to compare performance with a peer group of 26 local authorities. This report draws on that peer group data to benchmark Renfrewshire Council’s performance in 2023/24. 3.3 Benchmarking is designed to assist with service improvement planning through comparison with other organisations. Key benchmarking results are summarised below. This shows where Renfrewshire Council performs well compared to other social landlords as well as several areas where there is scope for further improvement. 4. Benchmarking Analysis 2023/24 4.1 As reported to the Board in August, the Charter data for 2023/24 shows improved or stable performance in the majority of indicators, with 16 showing improved performance and 1 remaining stable. The service has seen some improvements in key areas of the service, including: • Continuing strong performance in rent collection as well as in current arrears as a percentage of rent due; • Lower than average proportion of tenants in arrears at year end; • Bucking the trend in average relet times, which are continuing to improve despite a relatively high proportion of low demand lets; • Fewer than average anti-social behaviour cases; • Emergency repairs timescales improving; • Non-emergency repairs timescale has increased but is still better than those of most Local Authorities; • Significant improvement in days to complete medical adaptations; and • Strong satisfaction amongst factored owners continues year on year. 4.2 There be areas of performance that will be subjectto greater attention where performance has dipped in 2023/24, including: • A reduction in satisfaction across a range of indicators, as reported to Board in August; • While the volume of service complaints has reduced, timescale to respond has increased; • SHQS compliance – we are implementing a plan to improve in respect of EICRs and smoke detectors; • A reduction in tenancy sustainment figures (including tenancy sustainment amongst formerly homeless households); and • The proportion of abandonments as a percentage of lettable stock.
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4.3 The Charter requires landlords to carry out a satisfaction survey at least every three years. Our most recent survey was conducted in May this year and the results and outputs from that survey were reported to Board in August. 4.4 Customer and Landlord Relationship • In 2023/24, 93.1% of all first stage complaints were responded to in full in an average time of 7.6 days, which is around the same as the local authority average of 7.0 days, but two days above the Scottish average of 5.1 days. • A review has commenced of the complaints and enquiries process. • 75.1% of all second stage complaints were responded to in full within Renfrewshire in an average time of 18.9 days which is the same as the Scottish average for local authorities and around one day slower than the Scottish average of 17.5 days. • This is monitored and discussed at quarterly meetings of third- and fourth- tier managers and we are working to ensure that our second stage complaints response time outperforms our target of 20 working days.
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4.5 Housing Quality and Maintenance • The Percentage of stock meeting the Scottish Housing Quality Standard (SHQS) (Indicator 6) increased to 68.69%. The local authority average for SHQS compliance was 77.9% and the Scottish average was 84.4%. • Renfrewshire Council’s average time to complete emergency repairs significantly improved to 5.6 hours from 9.8 hours in the previous year, which brings performance closer to the local authority average (4.3 hours) and the Scottish average (4.0 hours).
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• On average it took 7.9 days to complete non-emergency repairs which is better performance than both the local authority average (10.0 days), and the Scottish average (9 days). • 87.3% of non-emergency repairs were completed ‘right first time’ which is around the same as the local authority average (88.8%) and the Scottish average for 2023/24 (88.4%).
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• Satisfaction among tenants who had repairs carried out improved to 76.7%, up from last year (73.3%). The local authority average was (86.7%) and the Scottish average (87.3%). 4.6 Estate Management, Anti-social Behaviour, Neighbourhood Nuisance, Tenant Disputes • The Council’s rate of refusal of tenancy offers improved to 37.4% from 39.3% last year. This is broadly similar to the overall local authority average (36.5%) and higher than the overall Scottish average (30.5%). • 99.3% of anti-social behaviour cases were resolved, which is considerably better than the local authority average (85%) and the Scottish average (94.3%). A report on Neighbour Disputes to the Audit, Risk and Scrutiny Policy Board meeting of 23 September 2024 highlighted good work being done by Housing Services and its partners around this. 4.7 Housing Options and Access to Housing • 7.8% of lettable houses became vacant during the year which is a marginal increase from last year (7.2%) and the same as the local authority average and the Scottish average. • Renfrewshire Council boasts a significantly better average re-let time than both the local authority average and the overall Scottish average. Specifically, it takes Renfrewshire Council an average of 50.4 days to re- let a property. This surpasses both the local authority average of 72.6 days and the overall Scottish average of 56.7 days.
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• We are actively improving in this area, demonstrating a commitment to reducing re-let times despite a general trend to longer re-re-let times among other landlords (see the graph below). This success is particularly noteworthy given the acknowledged challenges posed by resource constraints within the construction industry and by difficulties with utility companies, which are affecting void property management processes nationwide. • We have improved the average time taken to complete approved medical adaptations, decreasing the time from 96 days in the previous year to 50.4 days in 2023/24. Our progress has brought Renfrewshire Council considerably closer to the average completion times observed both nationally and among other local authorities. The Local Authority average stands at 43.4 days, while the Scottish average is 44.8 days. Although the council has not yet reached the average completion times, the significant reduction in time demonstrates a commitment to improving this aspect of service delivery.
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• The Council's tenancy sustainment rate decreased marginally from 93.5% to 90.5%. This dip appears to be part of a broader trend, as the average tenancy sustainment rate for local authorities also experienced a slight decrease, reaching 91.1%. However, the Scottish average remained relatively steady at 91.2%, which may indicate that this downward trend might be specific to local authorities rather than a national issue. • The rate of tenancy sustainment for new tenants who were formerly homeless followed the overall trend with 86.5% sustaining their tenancy. The Local Authority average was 89.5% and the Scottish average was 90.3%. Work is ongoing from the beginning of the tenants’ journeys – ie at Housing Options stage through to management of the tenancies – to ensure that support and advice is provided to tenants to ensure that they can manage their tenancies.
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4.8 Homelessness 30.9% of homeless households were referred to RSLs under ‘Section 5’ arrangements and through other referral routes which is higher than the local authority and Scottish average of 29.2%. 4.9 Good Value from Rents & Service Charges • Our rent collection exceeded 100%. Over the past year we have demonstrated excellent rent collection, achieving a rate of 100.3% of the total rent due. This surpasses both the local authority average of 98.8% and the Scottish average of 99%. For the avoidance of doubt, collecting more than 100% of rent due means that we have collected more in arrears than the amount of any new arrears. • The council maintains a lower rate of gross rent arrears, standing at 8.3% of rent due. This figure represents an improvement from the previous year's rate of 8.6% and is better than the local authority group average of 9.5%. • While Renfrewshire Council outperforms most local authorities in managing rent arrears, it's important to note that local authorities, in general, have higher arrears rates compared to the Scottish average of 6.7%. This may well reflect the economic difficulties faced by tenants in the current climate.
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• Our progress in reducing rent lost due to empty properties has continued, achieving a rate of 1.45% from the previous year's rate of 1.86%, indicating the commitment to minimising financial losses associated with vacant properties. Last year saw us match the national average: achieving a rate of 1.45% places Renfrewshire Council's performance on par with the Scottish average of 1.4%. • We have outperformed other Local Authorities, Renfrewshire Council's rate of 1.45% is now better than the local authority group average of 1.8%, demonstrating the progress made over the past year in managing and re- letting vacant properties. Which is further reflected by our consistently improved performance in this indicator over the past three years while the trend among local authorities has seen this value increase.
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4.10 Factoring • Satisfaction among owners has increased to 72.8%, compared to 71.2% in the previous year. Renfrewshire Council's satisfaction rates among factored owners surpass those of other local authorities and even exceed the national average. With a satisfaction rate of 72.8%, the council outperforms the average local authority satisfaction rate of 50.6% and the Scottish average of 56.7%.
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4.11 Priorities for the year The service has identified key areas to focus on improvements over the forthcoming year: • The volume of service complaints has reduced but the timescale to respond has increased. Whilst working to improve timescales we will identify themes within complaints to improve performance and reduce the volume of complaints. • Our SHQS compliance remains around 69% largely due to EICR and smoke detector compliance issues, where tenants have not engaged to make an appointment for these essential works. There is an ongoing plan in place to increase EICR and Smoke detector compliance to 100% by December 2024. We report progress on this to the SHR as part of our Engagement Plan. • The reduction in tenancy sustainment figures (including tenancy sustainment amongst formerly homeless households) will be reviewed to understand the reasons behind this trend and action accordingly. • As reported at the August Board, the Tenant Satisfaction Survey identified areas where tenants were dissatisfied and the Service will focus on these areas, working with tenant focus groups to drive improvements. We will continue to work with the Quality Circles to identify areas for attention and address stock condition through our SHQS and housing investment programme. __________________________________________________________________ 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. 6. Information Technology – None.
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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. Climate Risk – None. 13. Children’s Rights – None. 14. Cosla Policy Position – None. __________________________________________________________________ Background Papers Background Paper 1 – Report to the Communities and Housing Policy Board on 31 October 2023 – Annual Housing Performance Benchmarking Report 2022/23. The foregoing background paper will be retained within the Housing Service for inspection by the public for the prescribed period of four years from the date of the meeting. The contact officer within the service is Ray Walkinshaw, Housing Regeneration and Development Manager, telephone 0141-487 2189 or 07483 146814 and e-mail ray.walkinshaw@renfrewshire.gov.uk. __________________________________________________________________ Author: Ray Walkinshaw ray.walkinshaw@renfrewshire.gov.uk