Scottish Social Housing Charter - Annual Return 2021-22 CAH 16 08 22 - Appendix
Renfrewshire Council · 16 August 2022
Back to Communities and Housing Policy Board — 16 August 2022 and its agenda
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Appendix 1 Scottish Social Housing Charter Outturn report 2021/2022
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Scottish Social Housing Charter 2021/2022 Outturn report Contents Section 1 Outturn Report Section 2 Contextual Indicators Section 3 Management Information
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1 SECTION 1: OUTTURN REPORT (2021/2022) Overall Satisfaction No. Indicator 17/18 18/19 19/20 20/21 21/22 Notes 1 Percentage of tenants satisfied with the overall service provided by their landlord. (a)88.0% (a)88.0% (b)88.8% (b)88.8% (c)82.4% The most recent data relate to the 2022 Tenant Satisfaction Survey Sources: (a) 2018 Tenant Satisfaction Survey (b) 2020 Tenant Satisfaction Survey (c) 2022 Tenant Satisfaction Survey 1. The Customer Landlord Relationship Communication No. Indicator 17/18 18/19 19/20 20/21 21/22 Notes 2 Percentage of tenants who feel their landlord is good at keeping them informed about their services and decisions. (a)82.2 (a)82.2 (b)88.4% (b)88.4% (c)91.1% The most recent data relate to the 2022 Tenant Satisfaction Survey Sources: (a) 2018 Tenant Satisfaction Survey (b) 2020 Tenant Satisfaction Survey (c) 2022 Tenant Satisfaction Survey Complaints No. Indicator 17/18 18/19 19/20 20/21 21/22 Notes 3/4 The percentage of all complaints responded to in full at Stage 1 N/A N/A 99.7% 100% 95.1% There were 704 Stage 1 complaints received. All were responded to in full, in an average of 6.56 days. The average time in working days for a full response at Stage 1 N/A N/A 3.6 days 4.97 days 6.56 days The percentage of all complaints responded to in full at Stage 2. N/A N/A 94.1% 100% 96.2% There were 25 stage 2 complaints received. All were responded to in full, in an average of 16.6 days. The average time in working days for a full response at Stage 2. N/A N/A 14.6 days 13.9 days 16.6 days Note: The complaints indicators have been revised by the Scottish Housing Regulator Participation No. Indicator 17/18 18/19 19/20 20/21 21/22 Notes 5 Percentage of tenants satisfied with the opportunities given to them to participate in their landlord’s decision- making processes. (a)87.8% (a)87.8% (b)93.7% (b)93.7% (c)99.0% The most recent data relate to the 2022 Tenant Satisfaction Survey
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2 Sources: (a) 2018 Tenant Satisfaction Survey (b) 2020 Tenant Satisfaction Survey (c) 2022 Tenant Satisfaction Survey Housing quality and maintenance Housing Quality No. Indicator 17/18 18/19 19/20 20/21 21/22 Notes 6 Percentage of stock meeting the Scottish Housing Quality Standard (SHQS). 93.5% 94.5% 94.6% *80.1% 57.1% See note below This year has seen an increase in the percentage of failures as 2 new elements are now included within the calculation of this PI. For the first time, compliance with 5 yearly EICR checks and the new smoke and heat detector standard are included within the assessment of SHQS compliance. The council’s programme of EICR checks and smoke detector upgrades has been significantly affected by the impact of covid on the construction industry and was not complete by March 2022 as planned. 24% of our stock has been affected by these delays and therefore fail SHQS. Both the EICR and smoke detector programmes are still ongoing and when complete will give a significant increase in properties passing SHQS. At the end of 2021/22, 6,976 of the stock of 12,216 met the SHQS standard. There are 957 properties not in scope as they are part of approved demolition programmes and 253 properties currently in abeyance due to tenant refusal of works. 7 Percentage of tenants satisfied with the quality of their home. (a)83.9% (a)83.9% (b)86.1% (b)86.1% (c)79.9% The most recent data relate to the 2022 Tenant Satisfaction Survey C10 Percentage of homes meeting the EESSH N/A 73.6% 78% 86.6% 78.4% 9574 properties meet the EESSH 2020 Standard. *Last year we initially reported an SHQS figure of 91.7%. We resubmitted our SHQS return when the SHR advised that if a property has an EESSH failure it cannot be SHQS compliant. After we resubmitted our data, the revised figure for percentage of properties meeting SHQS was 80.1% Sources: (a) 2018 Tenant Satisfaction Survey (b) 2020 Tenant Satisfaction Survey (c) 2022 Tenant Satisfaction Survey Repairs, maintenance and improvements No. Indicator 17/18 18/19 19/20 20/21 21/22 Notes 8 Average length of time taken to complete emergency repairs. (hours) 5.1 5.1 5.5 6.2 7.1 Just over 18,000 emergency repairs were completed in 2021/22 (slightly less than the number completed in 2020/21). The average time to complete increased from 6.2 to 7.1 hours. 9 Average length of time taken to complete non- emergency repairs. (days) 7.1 6.9 7.8 10.7 14.6 Just under 27,000 non- emergency repairs were completed in an average of 14.6 days. This is an increase in the length of time taken to complete non-emergency repairs. 10 Percentage of reactive repairs carried out in the last 90.2% 88.1% 82.6% 85.1% 84.9% Of the 26,748 reactive repairs carried out in 21/22, over
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3 No. Indicator 17/18 18/19 19/20 20/21 21/22 Notes year completed right first time. 22,700 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? 3 3 17 1471 142 Renfrewshire Council have at all times followed the Scottish Government guidance and the more detailed guidance from Gas Safe and HSE. In 2021/22 we carried out over 10,000 services in 20/21. There were 142 occasions where a service was not completed by the 12-month anniversary date. The majority of these were due to access issues arising from issues with Covid. All of these services have been completed and there are no outstanding gas services. 12 (was 16) Percentage of tenants who have had repairs or maintenance carried out in last 12 months satisfied with the repairs and maintenance service. 98.3% 92.5% 90.8% 92.0% 95.0% Satisfaction with repairs has improved since last year. Of the 943 tenants asked for their views 896 were satisfied or very satisfied, 22 were neither satisfied nor dissatisfied and 25 were dissatisfied or very dissatisfied with the repair and maintenance service received. (12) Source: Point of service survey 3. Neighbourhood and community Estate management, anti-social behaviour, neighbour nuisance and tenancy disputes No. Indicator 16/17 17/18 18/19 19/20 20/21 Notes 13 Percentage of tenants satisfied with the landlord’s contribution to the management of the neighbourhood they live in. (a)83.2% (a)83.2% (b)84.5% (b)84.5% (c)87.0% The most recent data relate to the 2022 Tenant Satisfaction Survey 14 Percentage of tenancy offers refused during the year. 37.7% 46.5% 40.2% 24.1% 39.6% From 1499 formal offers there were 593 refusals. 15 Percentage of anti-social behaviour cases reported in the last year which were resolved. 95.0% 96.0% 99.4% 99.8% 99.7% 349 of 350 cases were resolved. 13) Sources: (a) 2015 Tenant Satisfaction Survey, (b) 2018 Tenant Satisfaction Survey (c) 2020 Tenant Satisfaction Survey
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4 4. Access to housing and support Tenancy sustainment and tenancy turnover No. Indicator 17/18 18/19 19/20 20/21 21/22 Notes 16 Percentage of new tenancies sustained for more than a year, by source of let. Note that these figures relate to tenancies which commenced between April 2020 and March 2021. Overall sustainment levels have remained steady, with improvement in the proportion of tenancies sustained for more than 12 months by tenants who were on the Housing List (up from 92.8% to 94.5%). Slight dip in the proportion of existing tenancies sustained for more than 12 months (down from 95.5% to 93.5%). Existing tenants 91.2% 94.2% 95.4% 95.5% 93.5% Homeless applicants 84.6% 82.1% 80.4% 88.4% 89.4% Housing List applicants 89.3% 90.0% 91.7% 92.8% 94.5% Other 66.7% 00.00 0 0 0 Overall 88.5% 88.5% 88.5% 92% 92.2% 17 Percentage of lettable houses that became vacant in the last year. 9.2% 9.7% 9.5% 6.6% 8.31% There was an increase in the number of lettable houses that became vacant in the year, with 964 this year compared to 772 last year. 18 Percentage of rent due lost through properties being empty during the last year. 1.3% 1.4% 1.5% 1.58% 2.0% There was an increase in the rent lost through void properties this year. Housing options and access to housing No. Indicator 17/18 18/19 19/20 20/21 21/22 Notes 19 Number of households currently waiting for adaptations to their home N/A N/A 46 129 107 During 21/22 the Service completed 244 adaptations, at the end of March 21/22 there were 107 households waiting for an adaptation (Indicator 19) compared to 129 in the previous year. The average time to complete adaptations (Indicator 21) also increased to 142 days from 79 days 2020/21, due to our addressing the backlog of adaptations and supply issues. 20 Total cost of adaptations completed in the year by source of funding (£) N/A N/A £402,000 £86,152 £608,555 21 Average time to complete adaptations 33.6 56.8 36.2 79.4 141.9 22 Percentage of the court actions initiated which resulted in eviction and the reasons for eviction. 25.0% 27.4% 20% 0% 0.8% All court activity was suspended due to the pandemic. However full rent recovery processes have recommenced,
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5 No. Indicator 17/18 18/19 19/20 20/21 21/22 Notes Non-payment of rent 24.6 26.7% 20% 0% 0% and this figure is likely to increase next year. Anti-social behaviour 0.4 0.7% 0 0% 0.8% Other 0 0 0 0% 0% Homelessness No Indicator 17/18 18/19 19/20 20/21 21/22 Notes 24 Homelessness (LAs only) – the percentage of homeless households referred to RSLs under section 5 and through other referral routes. N/A N/A 26.3% 32.1% 32.0% The Council continues to work with RSL partners to refer households through the section 5 and Nomination Agreement routes. Note: Indicator 23 is for RSLs only 5. Getting good value from rents and service charges Value for money No. Indicator 17/18 18/19 19/20 20/21 21/22 Notes 25 Percentage of tenants who feel that the rent for their property represents good value for money. (a)75.8% (a)75.8% (b)78.2% (b)78.2% (c)83.4% The most recent data relates to the 2022 Tenant Satisfaction Survey where satisfaction has increased. Sources: (a) 2018 Tenant Satisfaction Survey (b) 2020 Tenant Satisfaction Survey (c) 2022 Tenant Satisfaction Survey Rents and service charges No. Indicator 17/18 18/19 19/20 20/21 21/22 Notes 26 Rent collected as percentage of total rent due in the reporting year. 100.2% 100% 99.5% 99% 98.2% Last year £46,810,268 of rent was collected from a total of £47,658,100 rent due. Arrears escalation activity had been suspended, but resumed in November 2021. Officers are continuing in their attempts to contact tenants to check on financial, health and well‐being and offering advice, support and signposting to relevant services where required. 27 Gross rent arrears (all tenants) as at 31 March each year as a percentage of rent due for the reporting year. 4.88% 5.8% 5.7% 6.4% 8.0% There has been an increase in the level of gross rent arrears over the past year. The national local authority average has also increased during the pandemic.
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6 No. Indicator 17/18 18/19 19/20 20/21 21/22 Notes 28 Average annual management fee per factored property. £90 £90 £108 £0 £58 Charges were re-introduced to owners after the pandemic 29 Percentage of factored owners satisfied with the factoring service they receive. 56.7% 61.0% 60.8% 62.4% 60.4% This indicator has remained relatively stable. 30 Average length of time taken to re-let properties in the last year. (days) 38 38 45 85.7 66.0 There were 923 re-lets in 21/22. Measures were put in place to address performance relating to re‐ letting properties. There has been improvement over the past year, and it is anticipated that there will be further improvement over the coming year subject to contractor capacity and availability of materials. (33) Source: Annual owners services survey Section 6 Other Customers; Gypsies/ Travellers No. Indicator 17/18 18/19 19/20 20/21 21/22 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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7 SECTION 2B: CORE CONTEXTUAL INDICATORS Last year the Scottish Housing Regulator reduced the number of contextual indicators from 32 to 6, 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 17/18 18/19 19/20 20/21 21/22 C2 Number of lets during the reporting year, by source of let Existing tenants 191 194 265 154 228 Housing List applicants 520 509 523 200 343 Mutual Exchanges 17 2 15 Other sources 0 0 0 0 0 Homeless applicants 301 357 352 245 369 Total number excluding exchanges 1,140 599 940 C3 Number of lets during the reporting year General Needs 980 1030 1101 571 902 Supported Housing * 32 30 39 28 38 C14 Types of tenancies granted for the reporting year Occupancy agreements 0 0 0 0 0 Short SST 3 2 4 3 6 SST 1009 1058 1136 596 934 C15 Housing Lists New applicants 3189 4450 3015 2464 2976 Applicants on list at end of year 5532 5553 5253 5901 5347 Suspensions 96 94 98 99 61 Cancelled 3281 3232 3464 1646 3271 C4 Abandoned properties 133 155 125 49 122 C30 Number of notices of proceedings issued 1942 1802 1494 4 112 The number of orders for recovery of possession granted during the reporting year 106 127 87 0 6 C29 Average number of reactive repairs completed per occupied property 4.4 4.5 5.1 3.2 3.7 C16 The Landlords wholly owned stock 12163 12002 12066 12,212 12,216 C17 Stock by house type House 2558 2561 2612 2695 2696 High Rise 1001 1001 1000 1000 1000 Tenement 4777 4609 4602 4635 4637 4 in block 2781 2781 2802 2831 2832 Other flat/maisonette 1046 1050 1050 1051 1051 C20 Number of self-contained properties void at the year end 289 358 391 641 619 Void for more than 6 months 8 9 2 209 196 C5 Rent increase 1% 2% 2% 1.5% 2.0% C6 Number of households for which landlords are paid housing costs 7947 7323 7203 7587 7478
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8 * Sheltered housing only No. Indicator 17/18 18/19 19/20 20/21 21/22 Value of direct housing cost payments received during the year £28,048,646 £27,737,100 £25,753,700 £27,893,800 £27,385,200 C7 Percentage of former tenant rent arrears written off at the year end 50.45% 26.9% 31% 14.5% 15.84%
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9 SECTION 3: MANAGEMENT INFORMATION Allocations and Managing Tenancy Change In 2021/22, 940 properties were let by the Council. Most of these lets (91.2%) were made through the group system. Within the group system, 43% of lets went to Group 1 (Homeless) applicants. Table 1 notes the number of applicants on housing list. 18/19 19/20 20/21 21/22 Number of applicants on housing list - at 31st March 2022 5553 5253 5901 5347 Of which number who have their application on hold 1118 1016 1034 936 Table 2 provides the source of housing applicant from the common housing allocation policy. Group 20/21 21/22 Applicants %age Applicants %age Statutory Homeless 254 4.3% 215 4.02% Mobility 435 7.37% 479 8.96% General Applicants (not landlord’s own tenant) 3859 65.4% 3400 63.59% Transfer Applicants (with housing need) 745 12.62% 676 12.64% Transfer Applicants (no housing need) 608 10.3% 577 10.79% Total 5901 100% 5347 100% Table 3 shows lets made through and outwith the group system. 18/19 19/20 20/21 21/22 Number % Number % Number % Number % Lets through group system 990 93.4% 1074 94.2% 500 83% 857 91.17% Lets outwith group system 70 6.6% 66 5.8% 99 17% 83 8.83% Total Lets 1060 100% 1140 100% 599 100% 940 100% Table 4 shows lets to each group and the target for lets to each group. 20/21 21/22 Targets Group Lets % Lets % % Statutory Homeless 245 49% 368 42.94% 49% Mobility 74 14.8% 117 13.65% 10% General Applicants (not landlord’s own tenant) 128 25.6% 255 29.75% 23% Transfer Applicants (with housing need) 47 9.4% 117 13.65% 15% Transfer Applicants (no housing need) 6 1.2% 0 0 3% Total 500 100% 857 100% 100% Table 5 gives details for lets outwith the group system. 18/19 19/20 20/21 21/22 Category Lets % Lets % Lets % Lets % Sheltered 30 42.9% 32 42.7% 30 42.9% 39 46.2% Special Lets 25 35.7% 28 37.3% 25 35.7% 40 48.9% Regeneration 15 21.4% 15 20% 15 21.4% 4 4.9% Total 70 100% 75 100% 70 100% 83 100%
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10 Graph 1 shows the percentage of lets by property type. Last year saw a percentage increase in lets in tenement flats and a decrease in lets in houses. Graph 1 Lets by Property Type Table 6 shows Section 5 and Nomination Lets for 2021/22. Table 6 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 16/17 64 37 12.3% 78 12.2% 21.9% 17/18 100 7 14.3% 117 18.6% 29.8% 18/19 75 17 12.2% 130 20.9% 29.4% 19/20 47 9 6.9% 134 19.7% 23.4% 20/21 19 1 3.25% 165 31.8% 30.0% 21/22 74 3 8.58% 174 24.20% 27.98% Section 5 = general stock only (excludes specialist) The total number of lets increased from 616 (20/21) to 897 (21/22)– this is due to the increase in lets to Council nominations for RSLs from 19 (20/21) to 74 in (21/22) along with a slight increase in Lets to S5 lets to RSLs, from 165 (20/21) to 174 (21/22), Overall there has been a slight decrease in the % of overall lets to the Council from 30.03% (20/21) to 27.98% (21/22). This being due to the increase in RSL letting Activity, 431 (20/21) to 646 (21/22). 0%5%10%15%20%25%30%35%40%45%50% Lets by Property Type 20/21 % 21/22 %
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11 Repairs In 2021/22, over 45,000 repairs were carried out and 93.56% of these were completed within the target timescale. This is a decrease compared to 2020/21 when 96.2% of repairs were completed within target. The impact of Covid restrictions to safe working practice and risk assessments for the construction sector also impacted on the throughput of repairs to void properties with this currently being assessed together with Building Services to assess impact and prioritise resources going forward. Table 7 provides data in respect of repairs performance completed by category of repair: • 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) Table 7 – Repairs % completed in target time Category of Repair 19/20 20/21 21/22 Emergency Completed 98% 98.7% 97% Right to Repair Completed 100% 99.5% 100% Urgent Completed 94% 87% 86% Routine Completed 90% 90% 87% Programmed Completed 97% 98.8% 100% Total Repairs Completed 95% 96.2% 93.56% Table 8 provides information on Customer Contact Centre performance in relation to housing repairs calls. This shows the volume of calls in 2021/22 and the outcomes for calls received. Over 66,000 calls were made to report repairs and 89% of these were answered. This is similar to last year’s performance when 89.5% of calls were answered, although there were around 7,000 fewer calls, at 55,000. The Ren Repairs App saw a decrease over the same timeframe with 4121 repairs generated from 5501 logged in this manner in 2020/21. Table 8 - Customer contact centre Indicator Number Percentage Total calls attempted 66215 Calls answered 51941 89% Calls abandoned 6956 11% Calls answered within 40 second target time 27502 47% % of all attempted calls answered within 40 sec target (service level) 42% Average waiting time 00:02:56 Maximum waiting time 00:04:56 ‘Ren Repairs’ app (email correspondence) 4518 ‘Ren Repairs’ registered repairs 4121
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12 Homelessness and Housing Advice During 2021/22 the number of people presenting as homeless that require assessment increased and there was an increase in housing advice. The number of applications where the Council has a statutory duty to re-house also. All assessments were completed within 28 days. Table 9: Applications and Decision Making 17/18 18/19 19/20 20/21 21/22 Number of homeless applications requiring assessment 860 848 874 832 909 Total number of service users – those who were homeless, threatened with homelessness, or requiring housing options advice. 1,962 1,956 1,941 2084 2256 Number of applications assessed as ‘homeless or threatened with homelessness’ (i.e., the Council had a duty to rehouse) 692 705 731 682 712 Proportion of assessments completed within 28 days 96% 96.5% 98.9% 99.7% 100% From April 2021 – March 2022, 100% of service users were satisfied with the quality of advice and the quality of service received, satisfaction with temporary accommodation also increased in 2021/22 Table 10 – Satisfaction 17/18 18/19 19/20 20/21 21/22 % pleased with the quality of advice and information they were given 97.5% 97.3% 98.7% 96.3% 100% % pleased with the overall quality of the service they received. 98.4% 98.3% 99.6% 96.3% 100% % Satisfied with temporary accommodation 89% 92.1% 90.8% 94.7% 98.3%
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13 SECTION 3: Rent Arrears The total arrears owed increased by £484,710 from 2020/21. Table 11 shows that the annual rental income due to be collected is over £47.6m. At the end of March 2022, £2,334,578, was owed in arrears. The increase in arrears can in part be attributed to the impact of the initial lockdown where traditional methods of payment, such as cash payments were not available to tenants. The focus for Housing Services at this stage was health and wellbeing of tenants. In line with Scottish Government guidance arrears cases were not being escalated, however, the Service continues to work with tenants to reduce the debt owed. Table 11 - Current Tenant Rent Arrears 17/18 18/19 19/20 20/21 21/22 Annual Rental Income £45,654,500 £45,895,000 £46,460,700 £47,627,600 £47,658,100 Number of Tenants 11,371 11,294 11,305 11,121 11,036 Total Arrears Owed All £1,146,600 £1,141,900 £1,363,500 £1,849,868 £2,334,578 Table 12 shows the recovery action taken, with all new court actions and evictions resumed in November 2021. Table 12 – Recovery Action 17/18 18/19 19/20 20/21 21/22 NPRP issued 1942 1802 1494 4 106 All Cases calling at Court 974 1112 885 67 22 Decrees Granted 106 127 87 0 3 Evictions enforced S/Officer 9 10 6 0 0 Average time first calling 10 weeks 9 weeks 11 weeks 11 weeks n/a Average time recalled at court 7 weeks 4.5 weeks 11 weeks 23 weeks 4 weeks Graph 2 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 2 Status of Rent Debt £0 £200,000 £400,000 £600,000 £800,000 £1,000,000£1,200,000£1,400,000£1,600,000£1,800,000£2,000,000 17/18 18/19 19/20 20/21 21/22 Status of Rent Debt Arrears Rent Direct Arrears Post Court Arrears Pre-Court
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14 Graph 3 provides a profile of arrears by value, noting that arrears with a value of over £1000 has increased by around £500,000, the other arrears values have remained stable. Graph 3 Arrears by Value Graph 4 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 4 Arrears by age £0 £500,000 £1,000,000 £1,500,000 £2,000,000 £2,500,000 17/18 18/19 19/20 20/21 21/22 Arrears by age Under 25 years Between 25 & 49 years Between 50 & 60 years Over 60 £99,700 £101,700 £107,300 £110,900 £109,500 £170,900 £169,800 £186,300 £183,100 £187,500 £386,200 £323,200 £323,600 £359,400 £333,700 £538,100 £551,900 £524,700 £710,100 £1,219,200 £0 £200,000 £400,000 £600,000 £800,000 £1,000,000 £1,200,000 £1,400,000 £1,600,000 £1,800,000 £2,000,000 16/17 17/18 18/19 19/20 20/21 Under £250 Between £250 & £500 Between £500 & £1,000 Over £1,000
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15 Graph 5 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. 0 2,000 4,000 6,000 8,000 10,000 12,000 17/18 18/19 19/20 20/21 21/22 Housing Benefit Number of tenants Tenants with benefit Tenants without benefit