Annual Assurance Statement
North Ayrshire Council · 24 September 2026
Back to Audit and Scrutiny Committee — 24 September 2026 and its agenda
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NORTH AYRSHIRE COUNCIL 24 September 2026 Audit & Scrutiny Committee Title: Annual Assurance Statement to the Scottish Housing Regulator 2025/26 Purpose: To advise the Committee of the Council’s Annual Return on the Charter 2025/26 submission and to seek approval for the submission of the Annual Assurance Statement to the Scottish Housing Regulator. Recommendation: That the Committee: (i) notes the Annual Return on the Charter submission 2025/26 (ii) notes the supporting evidence provided at Appendix 2 to demonstrate compliance with the regulatory framework and relevant legislation (iii) notes the Council’s areas of non-compliance detailed at paragraph 2.27; and (iv) authorises the Chair to sign the Annual Assurance Statement 2025/26 at Appendix 1 for submission to the Scottish Housing Regulator. 1. Executive Summary 1.1 The Scottish Housing Regulator’s framework for the regulation of social housing in Scotland includes the requirement for an Annual Assurance Statement to be submitted alongside the Annual Return on the Charter (ARC). The Statement must be approved by the appropriate Committee within the organisation, prior to submission to the Scottish Housing Regulator (SHR) by 31 October of each year. A copy of this year’s statement is provided at Appendix 1. 1.2 The 2025/2026 ARC was submitted to the Regulator on 29 May 2026. This committee report provides information on the performance reported in the ARC 2025/26, highlighting areas of high or improving performance, areas requiring improvement, and areas of non-compliance. The report also provides information at Appendix 2 on how the Council gains assurance that it is compliant with the regulatory framework. 1.3 Endorsement of the Annual Assurance Statement 2025/26 will ensure that the Council complies with regulatory requirements set out in the Housing (Scotland) Act 2010. 2. Background
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2.1 The Housing (Scotland) Act 2010 sets out the statutory objectives, functions, duties, and powers of the SHR, a non-ministerial department responsible for regulating social housing in Scotland. 2.2 In 2012, the Scottish Government’s Social Housing Charter was established. It sets out the standards and outcomes that tenants, homeless people, homeowners, and gypsy/travellers can expect from social landlords. This is monitored via landlords’ Annual Return on the Charter submissions to the SHR. 2.3 In February 2019, the Scottish Housing Regulator issued a revised framework for the regulation of social housing in Scotland. The new framework includes the requirement for landlords to submit an Annual Assurance Statement which has been agreed by a Board or Committee within the organisation. On 1 April 2024 the SHR published a new Regulatory Framework and guidance for social landlords to ensure the safeguarding and promotion of the interests of current and future tenants, people who are homeless, factored owners and Gypsy/ Travellers. 2.4 The Annual Assurance Statement is confirmation that, as a landlord, the Council: • meets all legal duties and responsibilities, and adheres to relevant guidance and the requirements of other regulators • meets its statutory duties to prevent and alleviate homelessness • adheres to statutory guidance from the Scottish Housing Regulator • takes account of regulatory advice from the Scottish Housing Regulator and from other regulators • complies with all regulatory requirements The Council must also confirm plans to address any instances where there is a material non-compliance and notify the SHR about any material changes in their level of assurance during the year. 2.5 North Ayrshire Council’s ARC 2025/26 was submitted to the SHR on 29 May 2026. The return provides details of the Council’s performance across a range of indicators within the Charter outcomes. 2.6 The SHR requires landlords to provide assurance in their Statement that they have developed an effective approach to the collection of equalities information and that they have considered how they can adopt a human rights approach in their work. 2.7 As a landlord, North Ayrshire Council collects data relating to each of the protected characteristics for existing tenants, new tenants, people on waiting lists, governing body members, staff, people who are at risk of homelessness and service users on our Gypsy/Traveller site. A systems review is continuing, alongside our partner landlords within the North Ayrshire Housing Register, which incorporates further development of our approach to collation of equalities data. 2.8 Access to good quality housing is recognised as a basic human right and providing this to everyone in North Ayrshire is a key priority, including ensuring accommodation is provided to homeless households, tenancy sustainment, a dedicated site to meet the needs of Gypsy/Travellers, standards of Council-owned accommodation are well maintained and continuing to deliver our new house building programme.
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Performance 2.9 Each year, social landlords submit performance information to the Scottish Housing Regulator (SHR) demonstrating how they have performed against the standards and outcomes set out in the Scottish Social Housing Charter. Following the SHR’s publication of the 2025/26 national data, officers assessed North Ayrshire Council's performance against other Scottish local authority landlords. The analysis considered both the Council's ranking and the performance quartile achieved for each indicator. The comparison included 26 local authority landlords. Six authorities were excluded from the analysis as they either had no housing stock or managed 10 or fewer self- contained units: • Argyll and Bute Council • Comhairle nan Eilean Siar (Western Isles Council) • Dumfries and Galloway Council • Glasgow City Council • Inverclyde Council • Scottish Borders Council A total of 50 ARC indicators were included in the analysis. Four indicators were excluded as North Ayrshire Council returned a nil value and meaningful comparison was therefore not possible. Of the remaining 46 indicators, North Ayrshire Council's performance was: • Top quartile: 15 indicators (32.6%) • Second quartile: 16 indicators (34.8%) • Third quartile: 9 indicators (19.6%) • Fourth quartile: 6 indicators (13.0%) Overall, North Ayrshire Council achieved performance within the top two quartiles for 31 of the 46 indicators (67.4%), demonstrating that the majority of services continue to perform at or above the median level when compared with other Scottish local authority landlords. While the analysis highlights areas of strong performance, it also identifies a number of indicators where performance is within the lower quartiles. These areas are subject to ongoing performance monitoring and improvement activity to support continued service improvement and positive outcomes for tenants. A detailed presentation on the Council’s comparative housing performance is being arranged for an Audit and Scrutiny Committee later this year. 2.10 Performance against each of the indicators is being scrutinised to enable plans to be developed to sustain areas of high performance and address areas for improvement. 2.11 Housing Services has a well-developed Performance Management Framework in place, which ensures the monthly scrutiny of performance information with regards to the SHR/ARC, Council Plan and other key performance-related data.
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2.12 In addition, the Housing Transformation Board continues to monitor improvement workstreams to increase performance in areas such as rent arrears, aids and adaptations, voids management and the housing repairs policy. 2.13 Following the Scottish Housing Regulator's (SHR) review of the Annual Return on the Charter (ARC) indicators in 2024, a range of new performance indicators were introduced for reporting for 2025/26. These indicators are as follows: • Indicator 29 (EICR): Measures the number of missed five-year electrical safety inspections where appropriate certification and records are required • Indicator 30 (Fire safety): Records the number of properties that do not meet the Scottish Tolerable Standard in relation to smoke and heat alarms, including monitoring of installation and renewal dates • Indicator 31 (Damp and mould resolution time): Measures the number of working days taken to resolve damp and mould cases from initial report to completion, categorised by cause (condensation, structural defects, or other factors) • Indicator 32 (Reopened damp and mould cases): Measures the percentage of damp and mould cases that were previously resolved but subsequently reopened within the same reporting year • Indicator 33 (Open damp and mould cases): Records the total number of unresolved damp and mould cases remaining open at the end of the financial year As these indicators have been introduced for the first time in 2025/26, no comparative performance data is available for 2024/25. 2.14 The information provided below identifies key areas of high or improving performance as reported in our ARC return for 2025/26, alongside areas where there has been a decline, or where improvement is required. Areas of high or improving performance 2.15 Tenant satisfaction results are based on our most recent tri-annual tenant satisfaction survey, undertaken during 2024/25, which informs our Annual Return on the Charter (ARC) submissions until the next survey has been undertaken. Key performance measures include overall satisfaction with landlord services (91.8% in 2025/26, up from 88.7% in 2021) and satisfaction with how well we keep tenants informed about services and decisions (86.8%, up from 85.5% in 2021). Satisfaction with opportunities to participate in decision-making remains high at 89.7% (91.9% in 2023/24). 2.16 The average length of time taken to complete emergency repairs decreased slightly, from 2.72 hours in 2024/25 to 2.68 hours in 2025/26. 2.17 There has been a significant improvement in performance relating to adaptations work, with the number of households waiting for an adaptation to their home decreasing from 232 at 31 March 2025, to 25 at 31 March 2026. The average number of days to complete an approved adaptation also decreased significantly, from 57.25 days in 2024/25 to 43.53 days in 2025/26. As part of the Housing transformation programme, a joint improvement group, with representation from the Health and Social Care Partnership, Housing, Building Services and Property Management and Investment, continues to review demand for adapted properties, alongside existing
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processes, to ensure the best possible service outcome for tenants and best value for their rent. 2.18 Gross rent arrears as a percentage of rent due decreased from 8.03% in 2024/25 to 7.10% in 2025/26. While this represents an improvement, reducing rent arrears remains a key priority and is a focus of the Housing Transformation Board’s work; this includes development of a new Income Maximisation Strategy. Housing Operations staff actively apply the Council's arrears escalation process and pursue legal action where arrears exceed a certain threshold. Dedicated Housing Support and Welfare Rights teams work with tenants to maximise income and provide early intervention and personalised support, recognising the financial pressures many households continue to face. Rent arrears performance is closely monitored by the Housing Services Leadership Team on a monthly basis, with detailed reporting at both locality and housing patch level to ensure targeted action and continuous improvement. 2.19 The number of court actions resulting in eviction increased from 13.37% in 2024/25 to 15.86% in 2025/26. Of the 145 court actions resulting in 23 evictions in 2025/26, 22 were due to rent arrears and one was due to antisocial behaviour. Areas with a decline in performance or requiring improvement 2.20 The average length of time taken to complete non-emergency repairs increased from 6.60 days in 2024/25 to 8.46 days and is over the Council’s 7-day average but within the 20-day target. Performance has dipped due to reduced labour resources, a national shortage of skilled tradespeople, and the loss of experienced planning staff. Despite exploring all recruitment options, including agency workers and semi-skilled operatives, challenges in attracting suitably skilled candidates have continued to impact service delivery and operational support capacity. Our repairs and maintenance policies and processes are an area of focus within the Housing transformation programme. 2.21 Satisfaction levels of tenants who had repairs or maintenance carried out in the last 12 months has decreased slightly from 95.27% in 2024/25 to 93.72% in 2025/26, based on 2,387 tenant responses received in the year. The response rate should increase over the next reporting year, as operatives’ electronic devices have been reconfigured to require a satisfaction survey to be carried out by the tenant following the completion of every job on site. 2.22 The percentage of antisocial behaviour cases resolved during 2025/26 was 82.45%, a slight decrease against last year’s performance of 85.65%. However, our performance against locally agreed targets is 98.06% of cases resolved within agreed timescales, which exceeds the target of 94%. 2.23 The average time taken to re-let properties increased from 27.89 days in 2024/25 to 35.97 days in 2025/26. Void performance continues to be impacted by delays in resolving meter issues with utility suppliers. This matter has been recognised nationally and has been escalated to the Scottish Government for action. Performance was also affected by a high number of long-term voids being brought back into use following capital refurbishment programmes. A cross-service working group has been established to review and analyse the Council’s void processes. The aim of the group is to scrutinise current working practices and turnover performance to identify improvements and efficiencies.
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2.24 Approaches for homeless assistance in North Ayrshire decreased by 9.54% in 2025/26 compared to the previous year. However, demand for temporary accommodation remains high, with only a 3% reduction in the number of households in temporary accommodation as at 31 March 2026. Relationship breakdown was the main reason for homelessness in North Ayrshire during 2025/26, accounting for 207 approaches (19%). This is followed by people being asked to leave the family home, which accounted for 179 (17%) approaches. 2.25 North Ayrshire's housing system continues to face increasing pressure; however, a range of measures are in place to respond to them. These include increasing housing supply through new build developments and utilisation of the Housing Acquisition Strategy, minimising void periods to maximise the availability of housing, and managing homelessness demand through the provision of temporary and permanent accommodation. Housing Operations and Homelessness Services operate through locality-based, integrated teams, enabling early intervention and prevention activity tailored to local needs. This approach supports a coordinated response to tenants and residents and helps resolve issues at the earliest opportunity. The Council's Homelessness Taskforce brings together internal services and partner organisations to analyse homelessness trends, demand pressures and associated risks. A key focus of the Taskforce is the development of a new Homelessness Prevention Strategy, aligned with the Housing (Scotland) Act 2025, which will set out a coordinated, prevention-focused approach to reducing homelessness and improving outcomes across North Ayrshire. Area of compliance 2.26 During 2025/26, there were no gas failures, resulting in achieving 100% compliance in relation to gas safety. Area of non-compliance 2.27 During 2025/26, 6,531 properties were reported as non-compliant with the requirement for an Electrical Installation Condition Report (EICR) to be completed within the previous five years. However, at the year-end, only 126 properties did not hold a valid EICR; the larger figure reflects properties that had exceeded the prescribed five-year inspection interval. 2.28 The reported compliance position reflects a change in the way electrical safety performance is measured rather than a deterioration in the safety of the housing stock. The new indicator requires properties to have an EICR completed within the previous five years. Historically, a number of properties were inspected under a ten- year testing cycle and therefore do not meet the revised reporting requirement despite continuing to hold valid electrical certification and remaining electrically safe. 2.29 Implementation of the revised five-year testing cycle was further impacted by delays to the electrical testing programme during the COVID-19 period and subsequent access challenges. As a result, a significant proportion of the housing stock fell outside the new five-year reporting threshold over a relatively short period, creating an apparent reduction in compliance performance. 2.30 The Council's priority has been to ensure the ongoing electrical safety of tenants' homes. Current records confirm that over 99% of properties hold a valid EICR, with
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the small number of outstanding cases primarily attributable to difficulties in securing access. Programmes are now in place to align all properties with the five-year cyclical inspection regime and achieve full compliance with the revised reporting requirements. 2.31 The reported performance should therefore be viewed as a technical reporting matter arising from changes to regulatory measurement criteria rather than an indication of widespread electrical safety concerns within the housing stock. 2.32 All efforts were made to ensure electrical safety compliance at the earliest opportunity and appropriate records were kept; officers have assessed this a material non- compliance and the SHR was informed during 2025/26 of the expected outcome. Property Management and Investment have been providing monthly updates to the SHR in relation to both gas and electrical safety compliance since January 2023. For 2026/27, the EICR compliance figure as at the end of July 2026 was 98.96%. 2025/26 ARC data validation 2.33 The Council's Annual Return on the Charter (ARC) for 2025/26 was completed and submitted to the Scottish Housing Regulator on 29 May 2026 in compliance with the required submission deadline of 31 May 2026. The return was prepared using the Scottish Housing Regulator's ARC Technical Guidance to ensure that performance information was collected, calculated and reported consistently and accurately. 2.34 To strengthen assurance around the accuracy and quality of the ARC submission, Housing Services undertook a comprehensive review of all indicators during the preparation of the 2025/26 return. This included validation of data sources, calculation methodologies and supporting evidence to ensure compliance with the Regulator's requirements. 2.35 Housing Services also incorporated supplementary guidance and good practice issued by the Scottish Housing Network (SHN) in relation to the interpretation and reporting of ARC indicators. This supported a consistent approach to data collection and performance reporting across service areas. 2.36 During 2024/25 and 2025/26, the Scottish Housing Network carried out two independent validation visits to review the Council's arrangements for the collection, verification and reporting of ARC data. The findings and recommendations arising from these reviews were considered and incorporated into the preparation of the 2025/26 ARC submission. 2.37 The validation activity confirmed that appropriate governance, quality assurance and performance management arrangements are in place to support the accurate reporting of ARC information. Where opportunities for improvement were identified, these have been reflected within service procedures and guidance to further strengthen future reporting arrangements. 2.38 Collectively, the application of the Scottish Housing Regulator's Technical Guidance, supplementary advice provided by the Scottish Housing Network, and the independent validation undertaken during the year provides a high level of assurance
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regarding the accuracy and robustness of the Council's 2025/26 ARC submission and demonstrates the service's commitment to continuous improvement. Assurance 2.39 The overall performance of the Housing Service is continuously reviewed by the Head of Service and Housing Senior Management Team on a monthly basis, with key performance information and action plans presented to the North Ayrshire Network, Housing Business Plan Group and Council’s Cabinet regularly during each year. 2.40 Several ARC indicators also form part of the corporate performance monitoring framework, scrutinised by Chief Officers and elected members. 2.41 The ARC 2025/26, which can be accessed at North Ayrshire Council | Scottish Housing Regulator demonstrates the Council’s performance against the outcomes in the Scottish Social Housing Charter. 2.42 Supporting evidence to demonstrate compliance with the regulatory framework and relevant legislation is attached at Appendix 2. 2.43 The Annual Assurance Statement, which is attached at Appendix 1, confirms that the Council has complied with the regulatory framework, all standards, and outcomes. It highlights North Ayrshire’s material non-compliance with our legal responsibilities around electrical safety. It also confirms the equalities data currently captured, and how North Ayrshire adopts a human rights approach in our work. This Statement will be made available to tenants as part of the Council’s performance reporting process. 3. Proposals 3.1 It is proposed that the Committee (i) notes the Annual Return on the Charter submission 2025/26; (ii) notes the supporting evidence provided at appendix 2 to demonstrate compliance with the regulatory framework and relevant legislation; (iii) notes the Council’s areas of non-compliance detailed at paragraph 2.27; and (iv) authorises the Chair to sign the Annual Assurance Statement at Appendix 1 for submission to the Scottish Housing Regulator. 4. Implications/Socio-economic Duty Financial 4.1 None Human Resources 4.2 None Legal 4.3 Approval of the Annual Return on the Charter submission 2025/26 and supporting evidence, and signature of the Annual Assurance Statement, will ensure that the Council complies with regulatory requirements set out in the Housing (Scotland) Act 2010.
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Equality/Socio-economic 4.4 As a landlord, data is collated relating to each of the protected characteristics for existing tenants, new tenants, people on waiting lists, governing body members, staff, people who apply to us as homeless and service users on our Gypsy/Traveller site. This data is used to inform decision making, policy making and day to day service delivery. Climate Change and Carbon 4.5 See paragraph 4.6 below. Key Priorities 4.6 The matters referred to in this report contribute to all four of the Council Plan priorities; Wellbeing, Climate Change, A Sustainable Council and Communities and Local Democracy by ensuring our housing stock is well maintained, energy efficient and compliant with all statutory duties. Housing Services ensure matters relating to housing stock investment and compliance are consulted with and reported to our North Ayrshire Network (NAN) tenants group and other affected services. Community Wealth Building 4.7 N/A Islands Communities Impact Assessment 4.8 N/A United Nations Rights of the Child (UNCRC) 4.9 N/A Consumer Duty 4.10 N/A 5. Consultation 5.1 Consultation has taken place with tenant representatives, and relevant senior officers within: Housing and Public Protection; Sustainability, Transport and Corporate Property; Corporate Performance; Health and Social Care Partnership; and the Scottish Housing Regulator during the preparation of the Annual Return on the Charter and Annual Assurance Statement. David W. Hammond Executive Director (Communities & Housing)
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For further information please contact Fiona Ellis, Senior Manager (Housing Strategy & Development), on 01294 324031. Background Papers Click here to enter text. Report to Audit & Scrutiny Committee on 23 September 2025: Annual Assurance Statement to the Scottish Housing Regulator 2024/25
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Appendix 1 North Ayrshire Council Annual Assurance Statement 2025/26 North Ayrshire Council complies with the requirements set out in Chapter 3 of the Regulatory Framework. North Ayrshire Council is assured that we: Adhere to relevant guidance and the requirements of other regulators Meet our statutory duties to prevent and alleviate homelessness Adhere to statutory guidance from the Scottish Housing Regulator Take account of regulatory advice from the Scottish Housing Regulator and from other regulators Comply with all regulatory requirements, encompassing: • Assurance and notification • Tenant and service user redress • Whistleblowing • Equalities and human rights • Scottish Social Housing Charter Performance. We did not meet our legal obligations around tenant and resident safety as we did not comply with electrical testing legislation for 6,531 properties during 2025/26. During 2025/26, 6,531 properties were reported as non-compliant with the requirement for an Electrical Installation Condition Report (EICR) to be completed within the previous five years. This figure does not represent properties without a valid EICR certificate. At year-end, 126 properties did not hold a valid EICR; the larger figure reflects properties that had exceeded the prescribed five-year inspection interval. All efforts were made to ensure compliance at the earliest opportunity and appropriate records were kept. The Scottish Housing Regulator was notified of this expected outcome at the earliest opportunity and was provided with monthly updates during 2025/26. As a landlord, we collect data relating to protected characteristics for existing tenants, new tenants, people on waiting lists, governing body members, staff, people who apply to us as homeless and service users on our Gypsy/Traveller site. A systems review is currently being undertaken alongside our partner landlords within the North Ayrshire Housing Register, which incorporates further development of our approach to collation of equalities data within the brief for the review. We recognise that the right to housing is a human right and providing this to everyone in North Ayrshire is of the highest priority with work already taking place across a range of activities. North Ayrshire Council’s Audit and Scrutiny Committee has considered sufficient evidence to give this assurance. The Annual Assurance Statement was approved by Audit and Scrutiny Committee on 24 September 2026. Authorised by: ________________________ Chairperson of the Committee Printed name: ________________________ Date: ________________________
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Appendix 2 North Ayrshire Council Housing Services Annual Assurance Statement 2025/26 Supporting Evidence September 2026
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Appendix 2 Introduction In February 2019, the Scottish Housing Regulator (SHR) introduced a revised Regulatory Framework for Social Housing in Scotland. This framework requires landlords to submit an Annual Assurance Statement, approved by the relevant Board or Committee, confirming compliance with the requirements set out in Chapter 3 of the Regulatory Framework. This document provides the evidence supporting North Ayrshire Council's Annual Assurance Statement 2025/26 and demonstrates that the Council: • Complies with relevant legislation, statutory guidance and the requirements of other regulators • Meets its statutory duties to prevent and alleviate homelessness • Takes account of guidance and regulatory advice issued by the SHR and other regulators • Meets the SHR's regulatory requirements relating to: o assurance and notification o tenant and service user redress o tenant and resident safety o whistleblowing o equalities and human rights o Scottish Social Housing Charter performance As a landlord, the Council must comply with all legal duties and responsibilities. During 2025/26 we were unable to achieve full compliance with electrical safety requirements, as some properties did not have a valid Electrical Installation Condition Report (EICR) in place within the required timescales. This was primarily due to difficulties gaining access to tenants' homes. This non-compliance has been reported within our Annual Assurance Statement and is explained in more detail within this supporting evidence. Landlords are expected to maintain comprehensive, accurate and up-to-date information on the construction, condition and key components of their homes. This information is essential for demonstrating tenant and resident safety and supporting effective asset management and financial planning. In January 2025, the SHR introduced new Annual Return on the Charter (ARC) indicators relating to fire safety, electrical safety, dampness and mould. Landlords were required to submit this information within the ARC 2025/26, for submission to the SHR by May 2026, and arrangements were put in place within the Council to ensure the necessary data was collected and reported. The SHR has also requested assurance that landlords have appropriate plans in place to improve the collection of equalities data and have begun considering how a human rights-based approach can be embedded within service delivery and decision-making. In March 2026, the SHR wrote to all local authorities and registered social landlords seeking additional assurance in relation to: • the quality and completeness of housing stock data • compliance with the Scottish Government's minimum site standards for Gypsy/Traveller sites. This evidence demonstrates the Council's position in relation to these requirements and supports the assurance provided within the Annual Assurance Statement.
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Appendix 2 Regulatory Requirements Assurance and notification We prepare and submit an Annual Assurance Statement to the Scottish Housing Regulator (SHR) each year in accordance with regulatory requirements. The Statement is made available to tenants and other service users, and we notify the SHR of any material changes to our assurance position during the year. We are able to demonstrate compliance with our legal obligations relating to housing and homelessness services, as well as equality and human rights requirements. However, we have not achieved full compliance with our legal obligations relating to tenant and resident safety. During 2025/26, 6,531 properties were reported to the SHR as non-compliant with the requirement for an Electrical Installation Condition Report (EICR) to be completed within the previous five years. At 31 March 2026, 126 properties did not hold a valid EICR; the larger figure of 6,531 reflects those properties that had exceeded the prescribed five-year inspection interval. The primary challenge in achieving full compliance continues to be difficulties in gaining access to some tenants' homes. We have treated this as a material non-compliance and regular monthly progress updates were provided to the SHR during 2025/26, demonstrating sustained improvement towards full compliance. We also notify the SHR of any tenant or resident safety incidents involving the Health and Safety Executive, or matters raised by other regulatory bodies. There were no such notifications during 2025/26. The Gypsy/Traveller site at Redburn Grove, Irvine, continues to meet the Scottish Government's minimum site standards. To maintain compliance, formal site inspections are carried out quarterly to identify any defects, health and safety issues, or maintenance requirements. The on-site Gypsy/Traveller Co-ordinator is responsible for reporting routine repairs and ensuring that all compliance certificates are current and securely maintained. Our Customer Participation Strategy, ‘Customer Connections’, is available to tenants and service users on the Council website. Tenant and service user redress Information on how to report any concerns around significant performance failures is available to tenants. Further information is contained in the Scottish Housing Regulator leaflet. North Ayrshire Council’s Complaints Handling Procedure is readily available to tenants and other service users. It sets out the information they need to exercise their right to complain and seek redress. Responses are provided within timescales set out in the procedure, in accordance with guidance from the Scottish Public Services Ombudsman (SPSO). We have mechanisms in place to learn from complaints and other tenant and service user feedback, in accordance with SPSO guidance. Whistleblowing North Ayrshire Council has a policy and procedure in line with the Public Interest Disclosure Act 1998 for whistleblowing by staff and elected members. This is readily available on the Council website and promoted through staff bulletins.
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Appendix 2 Equalities and human rights Equality is one of North Ayrshire Council's core values. The principles of equality and fairness are central to all Council activities. Our Equality and Children’s Rights Impact Assessment process for all policies, procedures and proposals ensures we meet legislative requirements. All decisions made by the Council’s committees include an assessment of equalities implications. As a landlord, we collect information on protected characteristics for existing and prospective tenants, housing applicants, governing body members, employees, people presenting as homeless, and users of our Gypsy/Traveller site. This information helps inform decision-making, policy development and service delivery, ensuring our services are accessible, inclusive and responsive to the diverse needs of our customers. We are currently undertaking a housing management system review with our partners in the North Ayrshire Housing Register and have included enhanced equalities data collection within the project scope to strengthen our approach. We recognise that access to good quality housing is a fundamental human right and a key priority for North Ayrshire Council. We support this through a range of activities, including providing accommodation for homeless households, delivering housing support services to help sustain tenancies, maintaining a dedicated site for Gypsy/Travellers, ensuring Council housing continues to meet the Scottish Housing Quality Standard (SHQS), and carrying out property adaptations to improve accessibility for disabled residents. Scottish Social Housing Charter Performance We submit our Annual Return on the Charter to the Scottish Housing Regulator in accordance with published guidance. We have agreed our approach to this through the North Ayrshire Network (NAN), a group of representatives from the various Registered Tenant Organisations in North Ayrshire. You can read about our approach in ‘Customer Connections,’ our Customer Participation Strategy 2023 - 2028. Each year, we report on performance in our autumn edition of Tenancy Matters. The NAN work with us to agree the content of the report, which includes comparisons with previous years, other landlords and national performance. Within this report we identify how we will address areas for improvement and ask for feedback on our approach. Standard 1 – The customer / landlord relationship Outcomes: Equalities We promote equality and embrace diversity in all parts of Housing Services. All the information we produce is in line with the Council’s Communications Strategy. All leaflets, and a range of documents, are published in plain English and can be made available in large print, braille, tape, or CD, and can be translated on request. For information published digitally, North Ayrshire Council is committed to making its website accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018. Communication Housing Services provide a comprehensive range of information which is made available in leaflets, on the Council website and on social media. The Tenant Editorial Panel approves all leaflets prior to issue to ensure they are fit for purpose and easy to understand. Our ‘tenant approved’ logo shows
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Appendix 2 tenants have endorsed our publications. In recent years we have developed a social media profile through Facebook to encourage digital engagement with a wider and more diverse customer base. We have recently created a Housing WhatsApp channel to share important updates directly with tenants. We commission an independent organisation to undertake a tenant satisfaction survey at least every three years. The results of these surveys help us to focus our efforts in improving communication and participation and understand what is important to our customers. Our last survey took place during quarter three of 2024/25. Participation The North Ayrshire Network (NAN) has responsibility for ensuring that we continually improve the way we deliver services to tenants and customers. Part of their role is to challenge our performance against the indicators, outcomes and standards in the Charter. Housing Services present performance information to the Network, both mid-year and prior to submitting the Annual Return on the Charter, working together to develop our annual report to tenants and communicate any changes from the Scottish Housing Regulator directly to the group. A recent review of the NAN’s membership has resulted in an equalities-led approach to recruitment and better representation of North Ayrshire’s communities. We are committed to tenant-led scrutiny of housing services to ensure that we continue to meet our tenants' needs and aspirations. Each year our Tenant Inspection Panel identify one service area to scrutinise and independently review performance, policy and processes and customer experience, with support from housing officers. Scrutiny provides an opportunity for tenants to drive improvement in the services most important to them. We have reviewed/ relaunched our Customer Participation Strategy for 2023 – 28, which encompasses the requirements of the Scottish Social Housing Charter and relevant Council Plan priorities. Collectively these three documents emphasise the importance of supporting our communities’ tenants and residents to grow and develop opportunities for active engagement and participation for all citizens, by listening to local needs and aspirations. Alongside relaunching the Customer Participation Strategy 2023–2028, we are delighted to report that during 2026 North Ayrshire Council successfully attained its third successive Gold award from Tenants Information Service (TIS) in Scrutiny Approved Accreditation. The Council was first awarded gold accreditation in 2016 and successfully retained its gold standard in 2021 for a further three-year term. In addition, in November 2022 we received gold level ‘Excellence in Tenant Participation’ re- accreditation from Tenant Participation Advisory Service (TPAS Scotland) for 2023-2025. Our latest tenant satisfaction survey told us that tenants’ opportunities to take part in decision-making processes has fallen slightly - from 92% in 2021 to 90% in 2024 - but remains high in comparison to the Scottish council housing average of 82% (Knowledge Partnership 2025). The survey found that 9% of survey respondents would prefer to participate and share their views via survey, while 77% have stated they are not interested in tenant participation activities. This feedback will be addressed through delivery of the Customer Participation Strategy, by reviewing our tenant participation structures through an equalities-led approach to increase participation and satisfaction. Standard 2 – Housing quality and maintenance Outcomes:
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Appendix 2 Quality of housing Our housing stock is in good condition and is proactively maintained and upgraded to ensure it remains safe, sustainable and meets tenants' needs. Through targeted investment and planned maintenance programmes, we ensure properties continue to meet the Scottish Housing Quality Standard (SHQS) and Energy Efficiency Standard for Social Housing (EESSH). These programmes are designed to maximise the lifespan of key components, reduce future repair and maintenance costs, anticipate changes in regulatory standards and support the long-term sustainability of our homes. To strengthen our asset management approach, we have undertaken a self-assessment of our asset management processes and data, informed by the Scottish Housing Regulator's guidance on Integrated Asset Management (IAM). To support this work, the Council commissioned external support to develop an IAM model that provides a comprehensive assessment of housing stock performance. The model draws together data from the Council’s NEC Housing, Apex and URM systems, incorporating factors such as property condition, repair costs and volumes, deprivation data, future investment requirements, housing demand and tenancy information. This self-assessment will inform more effective strategic planning and investment decision-making. During 2025/26, we achieved 100% compliance with gas safety requirements, with no missed inspections or gas safety failures. This is a small improvement on 2024/25 performance, when one failure was reported. We continue to work towards full compliance with electrical safety requirements. Significant improvements have been achieved through a targeted improvement programme; however, access to a small number of properties remains a challenge due to tenant refusal. A cross-service working group established in 2023 has overseen the implementation of an improvement plan, resulting in sustained performance improvements during 2024/25 and 2025/26. While our objective remains 100% compliance, achieving this continues to be difficult where access cannot be secured. The use of the Council's Access Policy remains an option but is resource-intensive for both the Council and contractors. In relation to smoke detection standards, three properties were recorded as non-compliant during 2025/26. These properties were awaiting demolition and were therefore exempt from the requirement. The Council has a dedicated Contracts, Compliance and Maintenance team responsible for ensuring compliance with statutory requirements, including lift maintenance and legionella management. In addition, a dedicated Asbestos Compliance Officer supports all refurbishment and alteration works to ensure compliance with relevant legislation and safety standards. Condensation, Dampness & Mould North Ayrshire Council has a robust system for managing dampness, mould and condensation across our housing stock. A comprehensive strategy and end-to-end process are in place to ensure cases are identified, prioritised and resolved effectively, including joint working where health concerns are identified. A detailed process map supports a risk-based approach to case management, with follow-up inspections undertaken to assess the effectiveness of interventions and inform longer-term asset
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Appendix 2 management planning. Ventilation standards have also been enhanced, with humidity-tracking extractor fans now installed as the minimum standard in all relevant projects, voids and repair works. Building Services Inspection Officers are appropriately qualified and experienced, with specialist dampness and mould expertise available within the team through industry-recognised Certificated Surveyor of Timber and Dampness in Buildings (CSTDB) accreditation. Further specialist training is being rolled out to Building Services staff, alongside awareness training for Housing Officers and technical training for operational teams. Preparations for the introduction of Awaab's Law in October 2026 are well advanced. A dedicated ‘Hazard Case’ module is being developed within the repairs management system to improve case recording, monitoring, reporting and compliance with statutory requirements. Processes have been reviewed to ensure reporting timescales commence from the point of awareness, regardless of how concerns are raised. Additional staffing resources have been approved, and recruitment is underway to support anticipated increases in demand, surveying and case management requirements. Contractor procurement arrangements have also been strengthened to provide additional capacity when required. While challenges remain around the availability of specialist trades and experienced staff, mitigating measures are in place to maintain service delivery. A communications programme is planned to raise awareness of residents' rights and responsibilities under Awaab's Law, including reporting routes and expected timescales. During 2025/26, the Council managed 1,090 dampness and mould cases, with an average resolution time of 34.34 days. As this is a new performance indicator, no comparative data is available for previous years. Repairs, maintenance, and improvements North Ayrshire Council is committed to delivering high-quality, efficient and effective reactive and planned maintenance services for tenants and factored owners, while maintaining high levels of customer satisfaction. Our Repairs Policy sets out how repairs and maintenance services are delivered and supports our commitment to providing quality homes that meet the needs of current and future tenants. The policy is currently being reviewed through the Housing Transformation Board workstream and will be updated in consultation with tenant representatives. During 2025/26, the average time taken to complete emergency repairs improved slightly from 2.72 hours to 2.68 hours. The average completion time for non-emergency repairs increased from 6.60 days to 8.46 days. Although performance reduced, it remained within the targets set out in our Repairs Policy. Contributing factors included reduced workforce capacity, a national shortage of skilled tradespeople and the loss of experienced planning staff. Despite efforts to recruit permanent employees, agency workers and semi-skilled operatives, challenges in attracting suitably qualified staff continued to impact service delivery. Tenant satisfaction with repairs and maintenance services reduced slightly, increasing from 95.27% in 2024/25 to 93.72% in 2025/26, based on feedback from 2,387 tenants. The Council continues to monitor and review its void management processes to minimise the time properties remain empty and maximise the availability of housing. During 2025/26, the average time taken to re-let a property increased from 27.89 days to 35.97 days. Performance was affected by
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Appendix 2 ongoing issues relating to utility meter installations and transfers, which has been recognised nationally as a significant issue and is being pursued by the Scottish Government due to its impact on housing supply and homelessness across the country. Targeted capital investment works to bring long-term void properties back into use also impacted performance in the year. An overarching Voids Transformation Strategic Working Group was established in 2024. The group includes representation from Housing Services, Building Services and Property Maintenance and Investment (PMI) and aims to improve efficiency, reduce costs, and allocate resources more effectively while maintaining the quality and appeal of properties for prospective tenants. Following a review of the voids process during 2025/26, a major change was implemented on 20 April 2026, with Building Services taking responsibility for void inspections, scoping of works and post inspections to remove duplication of officer time and allow delivery of a more efficient and effective voids management service. The benefits of the new process are evidenced by an improvement in Q1 2026-27 relets performance. Despite the increase in re-let times, North Ayrshire Council ranked third within its SHN benchmarking peer group and eighth among all Scottish local authorities in 2025/26, demonstrating strong overall performance in comparison with other landlords. Standard 3 – Neighbourhood and community Outcome: Estate management, antisocial behaviour, neighbour nuisance, and tenancy disputes Estate management encompasses a wide range of activities, including new tenant visits, permissions for alterations such as garages and driveways, addressing abandoned tenancies, untidy gardens, neighbour disputes, pet-related issues, abandoned vehicles, graffiti, and fly-tipping. A comprehensive Estate Management Procedure Manual is in place to ensure the Council meets its responsibilities as a landlord and supports tenants in meeting their obligations under their Tenancy Agreement. Where tenancy breaches occur, we work with tenants to resolve issues and sustain tenancies wherever possible. However, where tenants are unwilling to comply with their tenancy conditions, appropriate and proportionate enforcement action may be taken. Our Estates Officers take a proactive approach to estate management, focusing on early intervention and prevention rather than responding solely to issues as they arise. The Safer North Ayrshire Partnership (SNAP) brings together the Council, local communities and partner organisations to prevent crime and antisocial behaviour and respond effectively to emerging issues. During 2025/26, reports of antisocial behaviour increased by 14% compared with the previous year. Despite this increase, performance remained strong, with 98.06% of cases resolved within locally agreed timescales, against a target of 94%. Our most recent Tenant Satisfaction Survey, undertaken in 2024/25, found that 91.3% of tenants were satisfied with the management of their neighbourhood. This represents a significant improvement on the previous survey result of 80%, demonstrating continued progress in delivering effective neighbourhood management services.
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Appendix 2 Standard 4 – Access to housing and support Outcomes: Housing options and access to social housing The North Ayrshire Housing Allocation Policy sets out how social housing is allocated through the North Ayrshire Housing Register (NAHR). Partner landlords have a responsibility to ensure the policy complies with legislative and regulatory requirements and supports the outcomes of the Scottish Social Housing Charter. During 2025, NAHR partners completed a comprehensive review of the Policy to ensure it remained fit for purpose and reflected current legislation, regulation, housing need and housing supply. The review was supported by detailed modelling and informed by operational experience, stakeholder engagement and consultation. A clear project plan was developed to guide the review process, including timescales, resource requirements and opportunities for stakeholder involvement. The revised Policy was approved by Cabinet on 30 September 2025. Housing Services and Building Services work closely with the North Ayrshire Health and Social Care Partnership (NAHSCP) who – in accordance with the Integration Scheme – manage the process for aids and adaptations to help tenants live independently in their homes. Regular meetings are held to assess demand, monitor expenditure and review performance. The NAHSCP's Adaptations Criteria and Policy provide a consistent framework for assessing need, while monthly multi-agency case reviews ensure appropriate decisions are taken for complex cases. Occupational Therapy staff also consider wider housing options for applicants with long-term health conditions where adaptations may not be the most suitable solution. This collaborative approach helps ensure resources are targeted effectively and those most in need receive timely support. Performance in this area improved significantly during 2025/26. The number of households waiting for an adaptation at the end of the year reduced from 232 to 25, while the average time taken to complete an approved adaptation decreased from 57.25 days to 43.53 days. A joint improvement group comprising Housing Services, Building Services, Property Management and Investment, and the Health and Social Care Partnership continues to review demand and working practices to deliver the best outcomes and ensure value for money for tenants. Homeless people Approaches for homelessness assistance in North Ayrshire decreased by 9.5% during 2025/26 compared with the previous year. Despite this reduction, demand for temporary accommodation remains high. As at 31 March 2026, 276 homeless households were living in temporary accommodation, compared with 285 households at the same point in 2025, a reduction of 3%. Relationship breakdowns were the most common cause of homelessness during 2025/26, accounting for 207 applications (19%). This was followed by applicants being asked to leave the family home, which accounted for 179 applications (17%). Applications from households fleeing domestic abuse remained significant, with 167 applications (16%) recorded during the year, compared with 171 applications (14%) in 2024/25. North Ayrshire Council remains committed to the principles of Rapid Rehousing, which continue to underpin both national and local approaches to tackling homelessness. While the original Rapid Rehousing Transition Plan was a time-limited national change programme, rapid rehousing is now
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Appendix 2 embedded within core service delivery and supported through Scottish Government funding, performance monitoring and wider homelessness prevention policy. Although homelessness applications have reduced, the housing system continues to face significant pressures. Demand for temporary accommodation remains high and access to settled housing is increasingly challenging. Sustained reductions in homelessness will require continued innovation, earlier intervention and strong partnership working, with a focus on preventing homelessness and reducing repeat homelessness wherever possible. Through the North Ayrshire Homelessness Taskforce, the Council and its partners are developing North Ayrshire's first Homelessness Prevention Strategy 2026-2031. The strategy will establish a prevention-focused, whole-system approach to homelessness, informed by stakeholder engagement, service data and local evidence of homelessness risk. It will align with the Housing (Scotland) Act 2025 and emerging Ask and Act duties, strengthening arrangements to identify and respond to homelessness risk at the earliest opportunity. The strategy will focus on early intervention, strengthening support pathways for households most at risk, improving partnership working across public and third-sector organisations, and helping people sustain accommodation. The Strategy will be supported by a detailed action plan and performance framework, overseen by the Homelessness Taskforce. In summary, North Ayrshire Council is committed to delivering a prevention-led homelessness system, underpinned by Rapid Rehousing principles, to ensure fewer people experience homelessness and those who do are supported to access settled, sustainable housing as quickly as possible. Standard 5 – Getting good value from rents and service charges Outcomes: Value for money Our Housing Revenue Account (HRA) 30-Year Business Plan provides a clear strategic and financial framework to support effective short, medium and long-term planning. It sets out how we will deliver key priorities, including maintaining compliance with the Scottish Housing Quality Standard (SHQS), investing in existing homes, delivering our new build programme and ensuring sustainable rent- setting arrangements. The Business Plan is managed through a collaborative approach involving elected members, tenant representatives and officers from Housing Services, Property Management and Investment, Building Services and Finance. This ensures decisions are informed, balanced and subject to appropriate challenge and scrutiny. To support the Business Plan, we have robust budget monitoring and performance management arrangements in place to ensure services deliver value for money while keeping rents affordable for tenants. These arrangements provide the flexibility needed to respond to an increasingly challenging economic environment and changing priorities. Our Business Plan demonstrates the Council's long-term strategic direction and financial sustainability over the 30-year planning period. It is reviewed annually and supports our commitment
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Appendix 2 to delivering value for money through strong financial management, continuous improvement, efficiency measures and effective contract management. Recognising the challenge of maintaining affordable rent increases while managing rising costs, Housing Services has a Transformation Programme in place to drive service improvement, innovation and efficiencies. Supported by strong governance and dedicated resources, the programme has already identified recurring savings of £0.25 million for inclusion within the Business Plan, with further opportunities being progressed across four key workstreams. Our most recent Tenant Satisfaction Survey found that 89.87% of tenants considered their rent to represent good value for money. Rents and service charges Our rent levels remain broadly in line with the national average, while continuing to support investment in existing homes and the delivery of our new build programme. When setting rents, we consider a range of factors, including the wider economic outlook, rent affordability, cost-of-living pressures, welfare reform and labour market conditions. We also take account of increasing costs associated with repairs, maintenance, housing development, supply chain pressures, achieving net zero ambitions and responding to homelessness. Through careful financial planning and ongoing service improvement, we remain committed to delivering high-quality, efficient and cost-effective services while ensuring rents remain affordable and sustainable for tenants. Standard 6 – Other customers Outcomes: Gypsy/travellers North Ayrshire Council recognises Gypsy/Travellers as a minority ethnic community and respects their right to maintain a nomadic way of life as part of their cultural identity. We are committed to ensuring that Gypsy/Travellers do not experience discrimination because of their culture or lifestyle. The Council manages a permanent Gypsy/Traveller site at Redburn Grove, Irvine, comprising 16 pitches, each with its own amenity block. The site is supported by a dedicated Gypsy/Traveller Co- ordinator and includes a community room used by a range of partner services, including Education, Welfare Reform Advice, Tenancy Support and healthcare services. Regular tenants' meetings are also supported to ensure residents can influence service delivery and future developments. Redburn Grove meets the Scottish Government's minimum site standards. However, significant investment is required to maintain and improve the site. Following consultation with residents, the site has been included for future redevelopment in the Council's Strategic Housing Investment Plan (SHIP) 2026-2031. Our approach to unauthorised encampments complies with Scottish Government guidance. The Gypsy/Traveller Co-ordinator works with visiting families to assess support needs, provide advice and facilitate access to services where required. The Council also participates in national COSLA working groups to help shape policy and share good practice.
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Appendix 2 An independent survey undertaken in 2024/25 identified low satisfaction with the management of Redburn Grove, with concerns largely relating to the condition of the site. The findings are being used to inform future investment plans and improve services for residents. Refugees North Ayrshire Council’s voluntary involvement in the UK Government’s Resettlement programmes (UKRS/ARAP/ACRS/ARP) has recently been paused, following our successful delivery of pledges across each of the various programmes. Our Refugee Support Team and Community Planning Partnership colleagues continue to support resettled refugees who have arrived via the various UK Humanitarian programmes, and provide housing advice and homelessness assistance to locally placed households following positive asylum decisions. During 2025/26, the Council and community planning partners welcomed and supported twelve Ukrainian (Homes 4 Ukraine) households and three Afghan (Afghan Resettlement Programme) households to resettle in North Ayrshire and supported nine asylum seeking households following the notification of positive asylum decisions. Housing Services continues to monitor resettlement provision carefully to ensure we continue to meet our statutory responsibilities in relation to priority groups, including homeless people.