Item 14 - SSHC Benchmarking and Annual Update
West Dunbartonshire Council · 20 November 2024
Back to Housing & Communities Committee — 20 November 2024 and its agenda
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WEST DUNBARTONSHIRE COUNCIL Report by the Chief Officer, Housing and Employability Housing and Communities Committee: 20 November 2024 ___________________________________________________________________ Subject: Scottish Social Housing Charter Annual Benchmarking and Mid-Year Progress Report 1. Purpose 1.1 The purpose of this report is to provide members with benchmarking information relating to 2023/24 and a mid-year update in terms of how the Council’s Housing and homelessness service is performing against the Scottish Social Housing Charter indicators and meeting the requirements of the Scottish Housing Regulator’s Regulatory Framework. 2. Recommendations 2.1 It is recommended that the Housing and Communities Committee: (i) Notes the content of this report recognising how the Council performed compared to our peers during 2023/24 and mid-year progress in terms of meeting the outcomes of the Scottish Social Housing Charter. (ii) Notes that following the approval of our Annual Assurance Statement by the Committee on 21 August 2024 that this has now been submitted to the Scottish Housing Regulator as per our regulatory requirement. (iii) Notes that our annual Charter Performance Report for 2023/24 has now been published and a summary will be provided to all tenants with the winter edition of the Housing News; and (iv) Agrees that a full annual progress report on the Scottish Social Housing Charter and Regulatory Framework will be submitted to the August 2025 meeting of the Housing and Communities Committee. 3. Background 3.1 The Scottish Government’s first Scottish Social Housing Charter came into force in April 2012. This was reviewed during 2016 and again in 2021 and the resulting revised Charter was approved by the Scottish Parliament and has effect from 1 November 2022. 3.2 The purpose of the Charter is to help improve the quality and value of the services that social landlords provide by: Stating clearly what tenants and other customers can expect from social landlords and helping them to hold landlords to account. ITEM 14
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Focusing the efforts of social landlords on achieving outcomes that matter to their customers, and Providing the basis for the Scottish Housing Regulator to assess and report on how well landlords are performing. 3.3 The Scottish Housing Regulator published a revised Regulatory Framework and associated statutory guidance for social landlords in February 2024 which has effect from 1 April 2024 and the reporting timetable is outlined below: When Who What Throughout year Housing Improvement Board/Tenant Representatives Assess performance against the Charter Outcomes May each year Housing Development Submission of Annual Return on the Charter (ARC) to the Scottish Housing Regulator August each year Scottish Housing Regulator Publish a report about each social landlord with key data from its ARC on their website October each year Convener of Housing and Communities Committee Submission of Annual Assurance Statement (AAS) to the Scottish Housing Regulator October each year Housing Development Publication of annual Charter Performance Report for tenants and other customers by April each year Scottish Housing Regulator Publish an Engagement Plan for each landlord, highlighting areas where they are seeking further assurance, based on performance against Charter Indicators and outcomes and compliance with statutory obligations by April each year Scottish Housing Regulator Publish a report on the analysis of the sectors’ performance in achieving the Charter Outcomes 3.4 On the 6 August 2014, Members of the Housing and Communities Committee agreed that twice yearly reports be provided as follows: August Committee - Scottish Social Housing Charter Annual Update Report, and November Committee - Scottish Social Housing Charter Annual Benchmarking Report and Mid-Year Progress Report – (April-September). 4. Main Issues 4.1 A report to the August 2024 meeting of the Housing and Communities Committee outlined the content of our current Engagement Plan published by the Regulator in April 2024, detailed 2023/24 performance compared to the previous year and against annual targets set and highlighted key areas of concern that would be monitored closely by the Housing Improvement Board, within the context of the Housing Emergency declared by the Council in May 2024. 4.2 This report also sought approval for our Annual Assurance Statement which was approved by the Committee and has subsequently been submitted to the Scottish Housing Regulator within the timescale outlined in the Regulatory Framework.
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4.3 The key areas of focus in relation to the Scottish Social Housing Charter and Regulatory Framework highlighted in this report are as follows: Annual benchmarking data based on data published by the Scottish Housing Regulator at the end of August 2024; Mid-year progress against key measures of performance in relation to achieving the Charter Outcomes; The production and publication of our annual Charter Performance Report for tenants and other customers; The continued development of effective tenant scrutiny arrangements in conjunction with tenants and other customers. Benchmarking of key performance indicators 4.4 The Scottish Housing Regulator now uses 32 Charter Performance Indicators to monitor the performance of all social landlords against the Charter outcomes and standards. 4.5 Both our Annual Return on the Charter and annual performance information submitted to Scotland’s Housing Network provide opportunities to compare our performance against other landlords and to identify areas for improvement. This process is known as “benchmarking”. 4.6 The Regulator publishes a Landlord Report for every social landlord in Scotland on their website by the end of August each year. This report contains key data from the Annual Return on the Charter (18 key indicators) and compares our performance with a Scottish average figure inclusive of all housing providers. Our most recent Landlord Report is provided as a background paper to this report. 4.7 Key findings from the benchmarking data available are outlined below: Status Key Peer group compared to is all other local authority landlords, as well as Wheatley Homes Glasgow Top quartile 2nd quartile 3rd quartile 4th quartile Homeless People 2021/22 Value 2022/23 Value 2023/24 Value 2021/22 Rank 2022/23 Rank 2023/24 Rank % of applications where household has experienced rough sleeping the night before presentation 2.9% 3.3% 3% Households assessed as homeless per 10,000 of households* 238 235 % of all homeless cases re-assessed within 12 months (repeat homeless) 5.3% 4.4% 4.3% Average time in days from application to assessment 14 13 12 Households in temporary accommodation per 10,000 of households* 68 62
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*Denotes new indicator and data not available for 2021/22 Homeless People 2021/22 Value 2022/23 Value 2023/24 Value 2021/22 Rank 2022/23 Rank 2023/24 Rank Average total time (days) spent in temporary accommodation for cases that closed 190 172 177 Average time in days from homeless assessment to case closure 207 189 175 % of homeless households referred to RSLs via section 5 referrals 31% 40% 25% Value for Money 2021/22 Value 2022/23 Value 2023/24 Value 2021/22 Rank 2022/23 Rank 2023/24 Rank Average time to re-let properties 45.8 days 33.6 days 34.99 days Void rent loss expressed as a % of the total amount of rent due 1.29% 1.28% 1.01% Rent collected as a % of total rent due 98.39% 98.50% 99.09% Gross rent arrears as % of total rent due 9.24% 10.00% 9.44% Neighbourhood and Community 2021/22 Value 2022/23 Value 2023/24 Value 2021/22 Rank 2022/23 Rank 2023/24 Rank % of anti-social behaviour cases resolved 98.1% 97.1% 98.1% % housed who maintained their tenancy for at least 12 months 94.6% 94.1% 93.0% The average time to complete applications for medical adaptations 107.8 days 73.0 days 45.4 days Quality of Housing 2021/22 Value 2022/23 Value 2023/24 Value 2021/22 Rank 2022/23 Rank 2023/24 Rank % of properties meeting the Scottish Housing Quality Standard 18.2% 32.2% 51.2% Repairs, Maintenance and Improvements 2021/22 Value 2022/23 Value 2023/24 Value 2021/22 Rank 2022/23 Rank 2023/24 Rank Average length of time taken to complete emergency repairs 5.81 hours 4.5 hours 5.1 hours Average length of time taken to complete non-emergency repairs 10.16 days 9.31 days 10.94 days % of reactive repairs carried out completed right first time 86.5% 85.7% 85.6% How many times in the reporting period did you not complete a gas safety check within 12 months 0 0 0 % of tenants satisfied with the repairs and maintenance service 87.7% 83.7% 94.8%
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4.8 The tenant satisfaction levels reported for 2023/24 as part of the Scottish Social Housing Charter Return are omitted from the table above as they are the same as those for 2022/23 based on the last comprehensive survey carried out in 2022. At this time, the Council are conducting a new survey. A report will be provided to the Housing and Communities Committee in February 2025, fully outlining the results of this latest survey . 4.9 The table below provides a more local analysis comparing West Dunbartonshire Council’s performance against comparable neighbouring housing organisations (3 neighbouring local authorities Renfrewshire, East Dunbartonshire and Stirling and River Clyde Homes operating in Inverclyde). West Dunbartonshire Council East Dunbartonshire Council Renfrewshire Council Stirling Council River Clyde Homes HOMES AND RENT Total Number of Homes 10,444 3,835 12,305 6,059 6,141 Rent increase 6.7% 4.8% 6.0% 6.0% 6.7% West Dunbartonshire Council East Dunbartonshire Council Renfrewshire Council Stirling Council River Clyde Homes QUALITY AND MAINTENANCE OF HOMES % of homes meeting the SHQS 51.2% 61.6% 68.6% 84.3% 84.2% Average length of time taken to complete emergency repairs 5.1 hours 3.7 hours 5.6 hours 5.8 hours 4.1 hours Average length of time taken to complete non-emergency repairs 10.9 days 13.1 days 7.9 days 6.9 days 22.1 days % of reactive repairs carried out completed right first time 85.6% 81.1% 87.3% 92.5% 87.0% % of tenants who have had repairs carried out on the last 12 months who were satisfied with repairs and maintenance service 94.8% 89.7% 76.7% 84.1% 92.2% NEIGHBOURHOODS % of anti-social behaviour cases resolved 98.1% 100% 99.3% 81.5% 94.9% VALUE FOR MONEY Rent collected as % of total rent due 99.1% 100.7% 100.4% 99.7% 99.8% Void rent loss expressed as a % of the total amount of rent due 1.0% 1.1% 1.5% 1.5% 6.1% Average length of time taken to re-let homes 35.0 days 75.0 days 50.4 days 74.1 days 263.2 days
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4.10 Performance improvement targets for 2023/24 for all the Charter Indicators have been agreed based on robust benchmarking information and previous performance. These targets challenge the housing service to meet our ambition to be one of Scotland’s top performing landlord organisations. Mid-year progress achieving the Charter Outcomes 4.11 Of the 32 Charter Indicators, 11 are reported on a six-monthly basis to the Housing and Communities Committee, alongside 3 indicators relating to homelessness (which are not part of the Charter return). 4.12 A summary of performance for the period April 2024 – September 2024 for these indicators is outlined in the table below: Status Key Target Met or exceeded Target narrowly missed (within agreed range) Target missed Quality of housing Mid-year Target Mid-year Value Status % of properties meeting the Scottish Housing Quality Standard 62.2% 70.7% Repairs, Maintenance and Improvements Mid-year Target Mid-year Value Status Average length of time taken to complete emergency repairs 4 hours 4.85 hours Average length of time taken to complete non- emergency repairs 10 days 13.08 days % of reactive repairs carried out completed right first time 91% 86.4 % How many times in the reporting period did you not complete a gas safety check within 12 months 0 0 % of tenants satisfied with the repairs and maintenance service 87.5% 88.6 % Estate Management, Anti-Social Behaviour, Neighbour Nuisance and Tenancy Disputes Mid-year Target Mid-year Value Status % of anti-social behaviour cases resolved 93% 93.9% Tenancy Sustainability Mid-year Target Mid-year Value Status % of new tenants who maintained their tenancy for at least 12 months 93.3% 91.3% Homeless People Mid-year Target Mid-year Value Status % of all homeless cases who received a decision within 28-day target 95% 98.8% % of households requiring temporary accommodation, to whom an offer was made 100% 100% Breeches of the Unsuitable Accommodation Order 0 17 Value for Money Mid-year Target Mid-year Value Status Average length of time to re-let homes 30 days 28.2 days Void rent loss expressed as a % of the total amount of rent due 1.0% 0.71 % Gross rent arrears as a % of total rent due 9.3% 9.9%
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4.13 Of these 14 key indicators, 8 are meeting the targets set, with another 3 narrowly missing this target. Overall, this translates to 79% of these key indicators either meeting or almost achieving target. Production and publication of Annual Charter Performance Report 4.14 The Scottish Housing Regulator requires all social landlords to produce an Annual Charter Performance Report for their tenants and other customers no later than 31 October each year. 4.15 The Regulator states that the report should include: An assessment of performance in delivering the Charter Outcomes. Relevant comparisons with previous years, other landlords and national performance, and, How and when the landlord intends to address areas for improvement. 4.16 In preparation for our first report, a working group of tenants and officers was established and successfully: Agreed how tenants wished to be involved. Agreed which indicators should feature in the report, and Agreed the best style and format to ensure that the report is user friendly and easy to understand. 4.17 Further engagement was conducted with tenant representatives during August and September 2020 to review and update this report, in preparation for the revised Charter coming into effect. This consultation again influenced the style, content, and format the report and the update of the Service Standards that are in place across housing services, and which are reported regularly to tenants and other service users (via website and insert with Housing News). 4.18 Our Annual Charter Performance Report for 2023/24 was published online within the required timescale. The narrative in the report is based on the annual self- assessment exercise of our performance and a summary of the report will be sent to every tenant with the winter edition of the Housing News. The full report will be sent to tenant groups, members of the WDTRO, members of the Scrutiny Panel and the Scottish Housing Regulator. Tenant Scrutiny Arrangements 4.19 The statutory regulatory framework for housing and homelessness services demands that tenants participate in scrutinising landlords’ performance against the Charter and requires that: The form of involvement has been agreed with tenants. Involvement is effective and meaningful and that tenants have a real say in assessment of performance. The approach is publicised to tenants; and Landlords’ can demonstrate the agreed approach was implemented.
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4.20 Developing effective tenant scrutiny is therefore a challenging process, however following support from the Scottish Government’s “Stepping Up to Scrutiny” training programme in which elected members took part, these requirements were successfully met and in November 2014 the Housing and Communities Committee approved the establishment of our Tenant Scrutiny Panel with clear terms of reference. 4.21 The Scrutiny Panel has subsequently carried out the following scrutiny exercises: 2014/15 looking at our Anti-Social Behaviour Service. 2015/16 looking at our Repairs Service. 2016/17 looking at tenancy sustainment, specifically the new tenant visit process. 2017/18 looking at SHQS compliance, specifically the number and reasons that properties that are held in abeyance. 2018/19 looking at the timescales taken to complete medical adaptations. 2020/21 looking at the complaints process and time taken to respond to complaints, and, 2022/23 looking at new tenant visits. 4.22 All of the recommendations made in the Panel’s first 7 reports were approved by the HIB and progress in terms of implementing these are monitored by the HIB and feedback provided to the Scrutiny Panel. 4.23 The Panel are currently looking at the service received by tenants in terms of reporting and carrying out repairs and are due to submit their latest report to the Housing Improvement Board on 25th November 2024. 4.24 The Scrutiny Panel were successful in being shortlisted for a prestigious Chartered Institute of Housing excellence award in 2021 and though narrowly missing out, this was national acknowledgement of the work that they do to ensure that tenant scrutiny is a valued part of the Councils approach to performance management. 4.25 The West Dunbartonshire Tenants and Residents Organisation (WDTRO) also continue to be heavily involved in the scrutiny of the Housing Service and the continuing work of the Joint Rent Group comprising tenants, Council officers and the Convener of the Housing and Communities Committee, looking at the rent setting process and the guidance in relation to the Housing Revenue Account, remains important in ensuring Housing and Homelessness Services provide best value for current and future tenants. 4.26 In September 2024 the WDTRO were announced as finalists in the Tenants Information Service (TIS) National Excellence Awards for the Tenant Group of the Year category. This recognises a tenant, resident, or community group who have made an outstanding contribution and achieved great practice that others can learn from in the future. The award winners will be announced as part of the TIS National Housing Conference on 7th November 2024.
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5. People Implications 5.1 There are no people implications because of this report. Delivery on the requirements of the Scottish Social Housing Charter and compliance with the Regulatory Framework is managed from within existing staffing resources. 6. Financial and Procurement Implications 6.1 There are no direct financial or procurement implications in relation to this report. The improvement plan informed by the Charter self-assessment exercise is being delivered from within existing budgets. 7. Risk Analysis 7.1 There is a significant risk that failure to respond appropriately to the requirements of the Scottish Social Housing Charter and the Regulatory Framework would attract an adverse reaction from the Scottish Housing Regulator and may have wider consequences for the Council in the context of Best Value. 7.2 At the time of writing we expect out next Engagement Plan to be published in April 2025. 8 Environmental Sustainability 8.1 The delivery of the council’s housing investment programmes is within the approved More Homes zero carbon approach. Our current and future approach to strategic housing asset management will continue to prioritise a ‘zero carbon’ approach to decision making and deliverability and this will be done the aims of the Housing Asset Management Strategy and the Council’s Climate Change Strategy. 9. Equalities Impact Assessment (EIA) 9.1 Equalities legislation requires that new or significantly changing policies or services and financial decisions should be subject to an assessment of their impact on the wellbeing of certain groups of people. The recommendations within this report do not alter any existing policy or pattern of service delivery and so is not considered to require an equalities impact assessment. 10. Consultation 10.1 The Council has in place a well-established and proactive tenant and resident’s organisational structure. The WDTRO meet with the Council (co-chaired by the Convener of the Housing and Communities Committee) on a bi-monthly basis to discuss all issues relating to the Housing Service. 10.2 There remains a strong appetite among tenants and customers to continue to participate actively to improve housing services in West Dunbartonshire. This is reflected in the successful partnership approach adopted to develop the Charter Performance Report and the on-going activities of the WDTRO, the Joint Rent Group the West Dunbartonshire Scrutiny Panel.
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10.3 The Council is committed to ensure consultation continues and will support arrangements to increase tenant scrutiny activities and assess our performance in line with the requirements under the Scottish Social Housing Charter and the SHR’s Regulatory Framework. Our approach was commended via an external validation exercise by the Tenant Participation Advisory Service (TPAS) Scotland, who in 2023 again awarded West Dunbartonshire Council, a Gold Accreditation for excellence in tenant participation. 11. Strategic Assessment 11.1 Having considered the Council's strategic priorities, this report contributes significantly to all five strategic priorities and specifically to improve local housing and environmentally sustainable infrastructure. Peter Barry Chief Officer, Housing & Employability Date: 4 November 2024 ___________________________________________________________________ Person to Contact: John Kerr – Housing Development and Homelessness Manager, Housing Development and Homelessness Team, Housing and Employability, telephone: 07793717981, email: john.kerr@west-dunbarton.gov.uk Stefan Kristmanns, Senior Housing Development Officer, Housing Development and Homelessness Team, Housing and Employability, email: stefan.kristamanns@west- dunbarton.gov.uk Appendices: None Background Papers: Annual Charter Performance Report 2023/24 Scottish Social Housing Charter/Regulation of Social Housing in Scotland Annual Update, Report by Chief Officer, Housing and Employability, Housing and Communities Committee, 21 August 2024 West Dunbartonshire Council’s Engagement Plan, Scottish Housing Regulator, 31 March 2024 Engagement plan from 1 April 2024 to 31 March 2025 | Scottish Housing Regulator Scottish Housing Regulator WDC Landlord Report 2023-24, August 2023 West Dunbartonshire Council | Scottish Housing Regulator The Scottish Social Housing Charter: Indicators and Context Information, Scottish Housing Regulator
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https://www.housingregulator.gov.scot/landlord- performance/national-reports/national-reports-on-the-scottish- social-housing-charter/about-the-scottish-social-housing- charter Wards Affected: All