Item 12 - SSHC Annual Benchmarking and Mid-Year Progress Report
West Dunbartonshire Council · 19 November 2025
Back to Housing & Communities Committee — 19 November 2025 and its agenda
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WEST DUNBARTONSHIRE COUNCIL Report by the Chief Officer, Housing Housing and Communities Committee: 19 November 2025 ___________________________________________________________________ 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 2024/25 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 2024/25 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 20 August 2025, that this has now been submitted to the Scottish Housing Regulator as per our regulatory requirement and notes the progress made in relation to areas of non-compliance highlighted. (iii) Notes that our annual Charter Performance Report for 2024/25 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 inclusive of the Council’s Annual Assurance Statement will be submitted to the August 2026 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: ITEM 12
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Stating clearly what tenants and other customers can expect from social landlords and helping them to hold landlords to account, 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 2025 meeting of the Housing and Communities Committee outlined the content of our current Engagement Plan published by the Regulator in April 2025, detailed 2024/25 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 2025. Mid-year progress against key measures of performance in relation to achieving the Charter Outcomes. An update in terms of the progress made in the areas of non-compliance highlighted in our Annual Assurance Statement. 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 currently 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. 4.7 Our most recent Landlord Report and a PowerPoint report providing more detailed benchmarking and trend information are, provided as background papers to this report. 4.8 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 Communication 2022/23 Value 2023/24 Value 2024/25 Value 2022/23 Rank 2023/24 Rank 2024/25 Rank Average time in working days to respond to a Stage 1 complaint 10.36 days 5.98 days 6.84 days Average time in working days to respond to a Stage 2 complaint 34.9 days 22.8 days 24.0 days
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Customer Satisfaction 2022/23 Value 2023/24 Value 2024/25 Value 2022/23 Rank 2023/24 Rank 2024/25 Rank % of tenants satisfied with the overall service 61.3% 61.3% 87.0% % of tenants who feel their landlord is good at keeping them informed about their services 75.8% 75.8% 86.8% % of tenants satisfied with the opportunities given to participate in decision making 69.2% 69.2% 87.2% % of tenants who feel that the rent represents good value for money 60.5% 60.5% 85.6% Quality of Housing 2022/23 Value 2023/24 Value 2024/25 Value 2022/23 Rank 2023/24 Rank 2024/25 Rank % of properties meeting the Scottish Housing Quality Standard 32.2% 51.2% 69.8% % of existing tenants satisfied with the quality of their home 62.7% 62.7% 87.8% Repairs, Maintenance and Improvements 2022/23 Value 2023/24 Value 2024/25 Value 2022/23 Rank 2023/24 Rank 2024/25 Rank Average length of time taken to complete emergency repairs 4.5 hours 5.1 hours 5.1 hours Average length of time taken to complete non-emergency repairs 9.31 days 10.94 days 12.16 days % of reactive repairs carried out completed right first time 85.7% 85.6% 85.9% 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 83.7% 94.8% 88.3% Neighbourhood and Community 2022/23 Value 2023/24 Value 2024/25 Value 2022/23 Rank 2023/24 Rank 2024/25 Rank % of tenants satisfied with the management of the neighbourhood they live in 62.7% 62.7% 86.0% % of tenancy offers refused 51.7% 46.6% 42.5% % of anti-social behaviour cases resolved 97.1% 98.1% 96.6% % housed who maintained their tenancy for at least 12 months 94.1% 92.8% 91.9% The average time to complete applications for medical adaptations 73.0 days 45.4 days 46.5 days
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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 10,547 3,864 12,078 6,090 6,093 Rent increase 8.0% 4.0% 7.5% 7.2% 5.0% Homeless People 2022/23 Value 2023/24 Value 2024/25 Value 2022/23 Rank 2023/24 Rank 2024/25 Rank % of applications where household has experienced rough sleeping the night before presentation 3.3% 3% 3% Households assessed as homeless per 10,000 of households* 238 235 208 % of all homeless cases re-assessed within 12 months (repeat homeless) 4.4% 4.3% 4.5% Average time in days from application to assessment 13 12 13 Households in temporary accommodation per 10,000 of households* 68 62 62 Average total time (days) spent in temporary accommodation for cases that closed 172 177 158 Average time in days from homeless assessment to case closure 189 175 182 Value for Money 2022/23 Value 2023/24 Value 2024/25 Value 2022/23 Rank 2023/24 Rank 2024/25 Rank Average time to re-let properties 33.6 days 34.99 days 25.9 days Void rent loss expressed as a % of the total amount of rent due 1.28% 1.01% 0.85% Rent collected as a % of total rent due 98.50% 99.09% 99.58% Gross rent arrears as % of total rent due 10.00% 9.44% 8.81%
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West Dunbartonshire Council East Dunbartonshire Council Renfrewshire Council Stirling Council River Clyde Homes QUALITY AND MAINTENANCE OF HOMES % of homes meeting the SHQS 69.8% 58.9% 80.0% 55.7% 85.0% Average length of time taken to complete emergency repairs 5.1 hours 3.8 hours 5.2 hours 3.5 hours 4.1 hours Average length of time taken to complete non-emergency repairs 12.2 days 11.4 days 6.9 days 7.0 days 23.3 days % of reactive repairs carried out completed right first time 85.9% 85.1% 90.1% 92.0% 75.8% % of tenants who have had repairs carried out on the last 12 months who were satisfied with repairs and maintenance service 88.3% 88.8% 77.2% 82.5% 92.2% NEIGHBOURHOODS % of anti-social behaviour cases resolved 96.6% 21.5% 96.8% 94.1% 91.8% VALUE FOR MONEY Rent collected as % of total rent due 99.6% 104.0% 100.8% 103.0% 100.7% Void rent loss expressed as a % of the total amount of rent due 0.85% 1.0% 1.3% 1.5% 5.9% Average length of time taken to re-let homes 25.9 days 114.8 days 37.3 days 69.7 days 243.4 days 4.10 Performance improvement targets for 2024/25 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 2025 – September 2025 for these indicators is outlined in the table below:
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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 78% 75.6% Repairs, Maintenance and Improvements Mid-year Target Mid-year Value Status Average length of time taken to complete emergency repairs 4 hours 4.8 hours Average length of time taken to complete non- emergency repairs 9.7 days 12.5 days % of reactive repairs appointments that were kept 93.6% 91.6% 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 91.8% 87% Estate Management, Anti-Social Behaviour, Neighbour Nuisance and Tenancy Disputes Mid-year Target Mid-year Value Status % of anti-social behaviour cases resolved 96% 94.4% Tenancy Sustainability Mid-year Target Mid-year Value Status % of new tenants who maintained their tenancy for at least 12 months 93% 91.4% Homeless People Mid-year Target Mid-year Value Status % of all homeless cases who received a decision within 28-day target 95% 98.9% % of households requiring temporary accommodation, to whom an offer was made 100% 100% Breeches of the Unsuitable Accommodation Order 0 0 Value for Money Mid-year Target Mid-year Value Status Average length of time to re-let homes 25 days 23.5 days Void rent loss expressed as a % of the total amount of rent due 0.85% 0.9 % Gross rent arrears as a % of total rent due 9.3% 9.1% 4.13 Of these 14 key indicators, 6 are meeting the targets set, with another 6 narrowly missing this target. Overall, this translates to 86% of these key indicators either meeting or almost achieving target. Annual Assurance Statement update 4.14 Based on our performance against the Charter Outcomes and the information in the AAS self-assurance toolkit, the following areas of material non-compliance were identified and highlighted in our AAS approved by Committee in August 2025
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Low compliance with the SHQS due to number of properties without a valid EICR in place. Lack of compliance with homelessness duties due to reported breaches of the Unsuitable Accommodation Order. Failure to submit updated data in relation to factored owners’ satisfaction (as per SHR guidance). 4.15 At the end of August 2025, a total of 8601 of our properties had a valid EICR in place, which equates to 81.5% of our housing stock. The most recent update provided to the Better Homes Board projects that by the end of 2025/26 this figure will have risen to 93.3% and by the end of July 2026 to 99.4%. 4.16 It is expected that properties without an EICR in place at this point, will all be labelled in abeyance in terms of SHQS compliance, as we will have exhausted the contact process and been unable to gain access to these properties. 4.17 Despite the significant challenges in terms of homelessness and pressures around the provision of temporary accommodation, we have not reported any breaches of the Unsuitable Accommodation Order so far in 2025/26, although the use of bed and breakfast accommodation did rise significantly. 4.18 The tender for a new satisfaction survey of factored owners has been completed and contractor appointed. Fieldwork will begin in November 2025 and a report outlining results is expected in late December 2025 and will be reported to the Housing and Communities Committee in February 2026 before inclusion in the Annual Return on the Charter for 2025/26 in May 2026. Production and publication of Annual Charter Performance Report 4.19 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. 4.20 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. 4.21 Following the introduction of the Charter and in preparation for our first report, a working group of tenants and officers was established and successfully agreed which indicators should feature in the report and the best style and format to ensure that the report is user friendly and easy to understand. 4.22 Further engagement was conducted with tenant representatives to review and update the report, in preparation for the revised Charter coming into effect. This consultation again influenced the style, content, and format of the report and the update of the Service Standards that are in place across housing services, and
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which are reported regularly to tenants and other service users (via website and insert with Housing News). 4.23 Our Annual Charter Performance Report for 2024/25 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. 4.24 Following the introduction of revised Charter Indicators by the Scottish Housing Regulator which came into effect in April 2025, we have committed to engage with tenant representatives to fully review the content and style of our Annual Charter Performance Report and the Service Standards that are in place across Housing Services. Tenant Scrutiny Arrangements 4.25 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 is being implemented. 4.26 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. 4.27 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 were 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. 2022/23 looking at new tenant visits, and,
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2024/25 looking at the processes around reporting repairs. 4.28 All of the recommendations made in the Panel’s eight reports to date were approved by the Housing Improvement Board and progress in terms of implementing these are monitored and regular feedback provided to the Scrutiny Panel. 4.29 At the time of writing the Panel are looking at our latest performance information and using that to consider the focus of their next scrutiny exercise. 4.30 The work of the Scrutiny Panel has been nationally recognised as finalists in Scottish Housing Awards through the work that they do to ensure that tenant scrutiny is a valued part of the Councils approach to performance management. 4.31 The West Dunbartonshire Tenants and Residents Organisation (WDTRO) also continue to be heavily involved in the scrutiny of the Housing Service and in June 2025 received national recognition for their work when they were awarded “Tenant Group of the Year” and “Outstanding Achievement Award” from the Tenant Participation Advisory Service (TPAS). 4.32 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. 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 our next Engagement Plan to be published in April 2026.
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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. 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 improving local housing and environmentally sustainable infrastructure. Peter Barry Chief Officer, Housing Date: 5 November 2025 ___________________________________________________________________
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Person to Contact: John Kerr, Housing Development and Homelessness Manager, Housing Development and Homelessness Team, Housing, email: john.kerr@west-dunbarton.gov.uk Stefan Kristmanns, Housing Development Co-ordinator, Housing Development and Homelessness Team, Housing, email: stefan.kristamanns@west-dunbarton.gov.uk Appendices: None Background Papers: West Dunbartonshire Council’s Engagement Plan, Scottish Housing Regulator, 31 March 2025 Engagement plan from 1 April 2025 to 31 March 2026 | Scottish Housing Regulator Scottish Housing Regulator WDC Landlord Report 2024-25, August 2025 West Dunbartonshire Council | Scottish Housing Regulator Scottish Social Housing Charter/Regulation of Social Housing in Scotland Annual Update, Report by Chief Officer, Housing, Housing and Communities Committee, 20 August 2025 West Dunbartonshire Council Performance Analysis Visit, PowerPoint presentation by Scotland’s Housing Network September 2025 Annual Charter Performance Report 2024/25 “Involving You to Improve Housing Services” West Dunbartonshire Council’s Tenant Participation Strategy 2025- 2028. Tenant participation strategy | West Dunbartonshire Council Wards Affected: All