8 - DirApp Annual Assurance Statement - A&S 06.11.24
North Ayrshire Council · 31 October 2024
Back to Audit and Scrutiny Committee — 31 October 2024 and its agenda
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NORTH AYRSHIRE COUNCIL 31 October 2024 Audit & Scrutiny Committee Title: Annual Assurance Statement to the Scottish Housing Regulator 2023/24 Purpose: To advise the Committee of the Council’s Annual Return on the Charter 2023/24 submission and request endorsement of the Annual Assurance Statement to be submitted to the Scottish Housing Regulator. Recommendation: That the Committee: (i) notes the Annual Return on the Charter submission 2023/24; (ii) notes the supporting evidence provided to demonstrate compliance with the regulatory framework and relevant legislation; (iii) notes the Council’s areas of non- compliance detailed at paragraphs 2.24-29; and (iv) authorises the Chair to sign the Annual Assurance Statement at Appendix 1. 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 31st October 2024. A copy of this year’s statement is provided at Appendix 1. 1.2 This report provides information on the performance reported in the ARC, 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 will ensure that the Council complies with regulatory requirements set out in the Housing (Scotland) Act 2010. 2. Background 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.
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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 ARC 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. The Council must provide assurance that it complies with the relevant requirements of Chapter 3 of the Regulatory Framework. 2.4 The 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 2023/24 ARC was submitted to the SHR on 31 May 2024. The return provided details of the Council’s performance across a range of indicators within the Charter outcomes. Prior to submission of the ARC, a meeting was held on 29 May 2024 with the North Ayrshire Network (NAN), which is our tenant group with representation from local Tenants and Residents Associations (TARAs). At the meeting a range of indicators were discussed, with information on levels of performance and a comparison with 2022/23 data provided to the NAN members. 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 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. 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, 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 2.8 Comparative information from other local authorities for the 2023/24 ARC is not yet available. The 2022/23 comparisons from the Scottish Social Housing Charter show that North Ayrshire Council remains a high performing local authority housing service. Of the 37 indicators reported in 2022/23, ranked against other Scottish local authorities North Ayrshire is in: • The top quartile for 16 indicators (44%) • The second quartile for 6 indicators (16%) • The third quartile for 9 indicators (24%) • The bottom quartile for 6 indicators (16%) 2.9 When the 2023/24 comparisons are published, indicators will be scrutinised and plans developed to sustain areas of high performance and to address areas for improvement. 2.10 Housing Services has implemented a Performance Management Framework which ensures monthly monitoring is in place with regards to future ARC returns and other performance related data required for the SHR and internal scrutiny. A Housing Transformation Board continues to monitor improvement workstreams to increase performance in areas such as rent arrears, aids & adaptations, void management, repairs policy and homeless prevention. 2.11 The areas highlighted below identify key areas of high or improving performance as reported in our ARC return for 2023/24, alongside areas where there has been a decline, or where improvement is required. Areas of high or improving performance 2.12 Tenant satisfaction is high in terms of overall services as a landlord (88.74%), and opportunities for tenants to participate and keep informed about services (85.49%) and decisions (91.88%). Performance in this area is based on our tri-annual tenant satisfaction survey, which took place during summer 2021 to provide an updated position for the 2021/22 ARC submission. The next survey is scheduled to take place during quarter three of 2024/25 which will inform the position for the 2024/25 ARC submission. 2.13 The average length of time taken to complete emergency repairs decreased from 2.64 hours in 2022/23 to 2.12 hours, and from 8.42 to 7.60 days for non-emergency repairs. The increase in performance is due to the introduction of a new ‘Handyman’ post which allow Building Services to complete a higher volume of routine multi-trade jobs and allow more time for qualified operatives to undertake more complex, trade specific works. The move to this planned approach to works has improved the average response times for both emergency and non-emergency repairs. We continue to remain well within our four-hour target for emergencies as per North Ayrshire Council’s Housing Repairs Policy. 2.14 Satisfaction levels of tenants who had repairs or maintenance carried out in the last 12 months has increased from 86.16% to 97.51% since 2022/23. This is based on 1,564 responses received during 2023/24. The increase is due to tenants now having the ability to complete a satisfaction survey in real time on the tradesperson’s
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electronic device. This new approach commenced during September 2023. Despite this improvement, work is continuing to ascertain the most appropriate method of collating this performance information to support continuous improvement in the number of responses received. 2.15 There has been an improvement in performance relating to the adaptations process, with the number of households waiting on an adaptation to their home decreasing from 465 in 2022/23 to 302 in 2023/24. The average number of days to complete an approved adaptation also decreased from 92.38 to 90.59 days. A joint improvement group, with membership from the Health and Social Care Partnership, Housing, Building Services and Property Management and Investment continue to review demand for adapted properties and existing processes to consider ways to achieve the best possible outcome for tenants and demonstrate best value for their rent. 2.16 Gross rent arrears as a percentage of rent due decreased from 7.14% in 2022/23 to 5.88% in 2023/24. Housing Operations staff have been undertaking our escalation process to recover rent arrears where possible and have re-started court action for rent arrears over £2,250. We continue to take a welfare-based approach, contacting tenants and offering general advice/assistance on welfare benefits, income maximisation and alternative ways to pay rent due to the impact of the pandemic and the cost-of-living crisis. This support alongside rent arrears recovery action has resulted in improved performance in this area. Areas with a decline in performance or requiring improvement 2.17 The percentage of antisocial behaviour cases resolved during 2023/24 was 91.78%, a slight decrease of 1.04% on last year’s performance of 92.82%. However, our performance against locally agreed targets is 100% of cases resolved within agreed timescales, against a target of 94%. 2.18 Approaches for homeless assistance in North Ayrshire increased by 6% in 2023/24 compared to the previous year. The annual national performance statistics published by the Scottish Government has reported that homelessness is at the highest level since 2011/12, with the number of open homelessness applications and households in temporary accommodation reaching the highest on record. The main reason for homelessness in North Ayrshire during 2023/24 was as a result of a relationship breakdown, accounting for 254 approaches (21.78%). This is followed by people being asked to leave the family home, which accounted for 219 (18.78%) approaches. 2.19 Whilst there is increasing pressure on the housing system locally in North Ayrshire, a range of measures are in hand to respond to this, including increasing housing supply, ensuring our empty properties are turned around as quickly as possible for re-let, and managing the demand from homeless people by way of temporary and the supply of permanent accommodation. We have changed the service delivery model within Housing/Homelessness services to enable prevention activities to be undertaken at a locality level with newly integrated teams working to identify the service priorities within each locality. This is to ensure that there is a joined-up response to our tenants and residents by resolving any issues as they arise at a local level. The Homelessness Task Force that we have in place comprises of a range of stakeholders who are working to analyse the variety of datasets we have at our disposal. The purpose of this is to understand the changing dynamics of the homelessness system and risk factors. The work of the task force includes preparation of a new Prevention
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Strategy, which will consider all of the levers at our disposal to balance the system and will also be aligned to the new Housing (Scotland) Bill 2024. In addition, a key component of our current allocations policy review is to understand the impact of increased lets to homeless households and the options available for mitigation. 2.20 The average time taken to re-let properties increased slightly from 23.99 days in 2022/23 to 26.86 days in 2023/24. During 2023/24 void performance was impacted due to issues with utility meters. This issue is recognised nationally and has been escalated to the Scottish Government for action. Housing Services are working closely with Building Services to review the current void processes as part of the Housing Transformation Board workstream. The aim of the project is to ensure the delivery of an effective and efficient service that not only creates efficiencies but also assists to futureproof the housing stock. 2.21 The percentage of tenancy offers refused during the year increased slightly from 37.24% to 42.45%. This is attributable to an increase in refusals from tenants on the housing waiting list who have an identified accessible housing need who are looking to transfer from an existing tenancy. We do not impose any penalties to applicants for refusing offers of housing that are made via the North Ayrshire Housing Allocation Policy. This could have led to applicants receiving multiple offers of housing and refusals being made, therefore the decline in performance may not be a true reflection. Also, through local knowledge and feedback, we have been made aware that applicants' expectations are for housing or re-housing in our new build developments. In order to evidence the impact a detailed analysis of refusals will be carried out as part of the review of the allocation policy during 2024/2025. 2.22 For 2023/24 the number of court actions resulting in eviction decreased from 100% in 2022/23 (based on one case for antisocial behaviour) to 11.22%. 10 evictions were due to rent arrears over £2,250 and one was due to antisocial behaviour. The Scottish Government removed the ban for court action for arrears cases at any level on 31 March 2024, therefore the number of evictions during 2024/25 is expected to increase further. 2.23 Rent arrears in 2023/24 for tenants in receipt of Universal credit saw a larger increase than in previous years. Rent arrears attributed from tenants in receipt of Universal Credit has increased by 9.2%, in comparison to an increase of 4.5% the previous year. The Welfare Reform Team continue to support tenants with Universal Credit claims. Many high rent arrears cases are generally more complex to manage and require intensive support from the team. Financial Inclusion Officers are responsible for supporting our most vulnerable tenants, or those with complex needs with claiming and maintaining Universal Credit claims. This support will become more valuable as more tenants move to Universal Credit through the managed migration process. Our performance in relation to rent arrears is monitored by the Housing Services leadership team on a monthly basis with detailed information provided at a local level. Area of non-compliance 2.24 Our two areas of non-compliance relate to gas safety and Electrical Installation Condition Reporting (EICR). In early 2023, a cross-service working group was established to address our performance in this area. An improvement plan was developed and implemented which has delivered a sustained increase in performance as noted below. However, our target is 100% compliance and efforts continue to close
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the remaining gap. As part of our improvement plan, a dedicated Compliance Team within PMI has been created, supported by additional resources. An update on gas safety and EICR is provided below. Gas Safety 2.25 During 2023/24, 25 properties did not receive their annual gas safety check within the statutory timescales. We have faced challenges over the reporting year due to system issues and gaining access to properties to carry out statutory compliance works following persistent and unprecedented levels of access refusals post pandemic. The number of failures in 2022/23 was 106, representing a 75% reduction from the previous year. In the year to date, 1 failure has been recorded, a further significant improvement and evidence that the actions taken continue to have the desired effect. 2.26 All efforts were made to ensure compliance at the earliest opportunity and appropriate records were kept. All 25 of the properties which failed compliance during 2023/24 were completed by 31 March 2024. Electrical Testing 2.27 In April 2020 new legislation was introduced which reduced the statutory inspection regime for electrical installations from ten to five years with a target compliance date of 31 March 2022. The pandemic interrupted the testing programme which resumed during 2021. At the end of 2023/24, 2,821 properties were non-compliant, 21.29% of our total housing stock. 2.28 Property Management & Investment engaged two contractors during 2021 to undertake the testing programme to try and achieve compliance by the 31 March 2022 deadline. As noted above, while accessing properties remains a challenge, performance has continued to improve with the pass rate increasing from 2022/2023 to 79.02% in 2023/24. The Council’s access policy has been extended to enable electrical inspections to be undertaken, similar to the arrangements already in place for gas compliance checks. This commenced during August 2023. 2.29 All efforts were made to ensure compliance at the earliest opportunity and appropriate records were kept; we have considered this a material non-compliance and the SHR was informed during 2023/24 of the expected outcome. Property Management and Investment have been providing monthly updates to the SHR since January 2023. Assurance 2.30 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. 2.31 Some ARC indicators also form part of the corporate performance monitoring framework, scrutinised by Chief Officers and elected members. 2.32 The Scottish Federation of Housing Associations (SFHA) Self Assurance Toolkit has also been utilised as a further method of self-assessment. The toolkit provides guidance to social landlords on gathering evidence to demonstrate compliance with
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regulatory requirements and standard and focuses on questions that governing bodies should ask to gain assurance that this is being achieved. 2.33 Housing Services commissioned the Scottish Housing Network to independently validate our 2023/24 ARC submission during October 2024 to scrutinise performance and to highlight any further areas for improvement. The report has identified the need for a review of the approach to a number of indicators. An action plan has been created to take forward this exercise in advance of the 2024/25 ARC. A report will be brought to a future Audit & Scrutiny meeting to provide an update on the outcome of the review work. The SHR are aware of this approach and supportive of the validation exercise. 2.34 The ARC 2023/24, which can be accessed at Annual Return on the Charter (north- ayrshire.gov.uk), demonstrates the Council’s performance against the outcomes in the Scottish Social Housing Charter. 2.35 Supporting evidence to demonstrate compliance with the regulatory framework and relevant legislation is attached at Appendix 2. 2.36 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 non-compliance with our legal responsibilities around gas and 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 2023/24; (ii) notes the supporting evidence provided to demonstrate compliance with the regulatory framework and relevant legislation; (iii) notes the Council’s areas of non-compliance detailed at paragraphs 2.24-29; and (iv) authorises the Chair to sign the Annual Assurance Statement at Appendix 1. 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 2023/24 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. Environmental and Sustainability 4.5 None. 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 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 None. 5. Consultation 5.1 Consultation has taken place with Services within Housing and Public Protection; Sustainability, Transport and Corporate Property; Corporate Performance; the Health and Social Care Partnership; Tenant representatives 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) For further information please contact Fiona Ellis, Senior Manager (Housing Strategy & Development, on 01294 324031. Background Papers Appendix 1 - Annual Assurance Statement Appendix 2 - Supporting Evidence Document
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Appendix 1 North Ayrshire Council Annual Assurance Statement 2023/24 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; and 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 gas safety legislation for 25 properties and electrical testing for 2,821 properties during 2023/24. The most significant challenge during 2023/24 has been gaining access to properties to carry out statutory compliance works following persistent and unprecedented access refusal rates post pandemic. 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 2023/24. 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 31 October 2024. Authorised by:________________________ Chairperson of the Committee Printed name: ________________________ Date:_______________________________
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Appendix 2 North Ayrshire Council Housing Services Annual Assurance Statement 2023/24 Supporting Evidence October 2024
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Appendix 2 Introduction In February 2019, the Scottish Housing Regulator (SHR) 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. We must provide assurance that the organisation complies with the relevant requirements of Chapter 3 of the Regulatory Framework. This document provides evidence to support our Statement that 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; and Comply with all regulatory requirements, encompassing: • Assurance and notification • Tenant and service user redress • Tenant and resident safety • Whistleblowing • Equalities and human rights • Scottish Social Housing Charter Performance. As a landlord, we are also required to meet all legal duties and responsibilities. During 2023/24 we were unable to do this, as some properties did not have an annual gas safety check carried out or an electrical safety certificate in place within the legal timescales due primarily to issues in gaining access to tenants’ homes. We have provided information on this non-compliance in our Annual Assurance Statement and further detail in this supporting evidence. The Scottish Housing Regulator contacted all local authorities and RSLs in March 2024 to ask landlords to include further assurance around tenant and resident safety in their 2023/24 Annual Assurance Statement, in particular: • Gas safety • Electrical safety • Water safety • Fire safety • Asbestos • Dampness and mould
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Appendix 2 • Lift safety The Scottish Housing Regulator has requested that landlords provide assurance in their Statement that they have appropriate plans to implement an effective approach to the collection of equalities information and that they have started to consider how they can adopt a human rights approach in their work. Regulatory Requirements Assurance and notification We prepare an Annual Assurance Statement in accordance with guidance and submit it to the Scottish Housing Regulator (SHR) annually. The statement is available to tenants and other service users. We will notify the SHR during the year of any material changes to our assurance as set out in the Statement. We can evidence that we meet all legal obligations associated with housing and homelessness services, and equality and human rights. We have not met our legal obligations around tenant and resident safety as we did not comply with gas safety legislation for 25 properties during 2023/24. Due to new legislation introduced during 2021/22 regarding electrical testing, 2,821 properties were non-compliant with regards to having an electrical installation condition report (EICR) in place during 2023/24. There continues to be an ongoing reluctance by some tenants to grant access to their property; this is an issue we are working to address alongside system issues. In early 2023, a cross-service working group was established to address our performance in this area. An improvement plan was developed and implemented which has delivered a sustained increase in performance from 2022/23. As part of our improvement plan, a dedicated Compliance Team within PMI has been created, supported by additional resources. We have considered this a material non-compliance and informed the SHR during 2023/24 of this expected outcome and continued to provide them with monthly updates. We notify the SHR of any tenant and resident safety matters involving the Health and Safety Executive or reports from other regulatory bodies relating to safety concerns. There were no issues to report during 2023/24. ‘Customer Connections’, our Customer Participation Strategy, is available to tenants and service users on the Council website. Customer Connections Strategy (north-ayrshire.gov.uk) 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
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Appendix 2 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. 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 data 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. We use this data to inform decision making, policy making and day to day service delivery. We provide a diverse range of services, and we want to ensure everyone has the same opportunity to access services and that they meet the needs and value the diversity for all our customers. We are currently undergoing a system review alongside our partner landlords within the North Ayrshire Housing Register and have incorporated equalities data into the brief to further develop our approach. We recognise that access to good quality housing is a basic human right and providing this to everyone in North Ayrshire is of the highest priority. Work already takes place across a range of activities: ensuring that accommodation is provided to homeless households when needed; housing support services are provided to council tenants and homeless households to help sustain tenancies; there is a dedicated site to meet the needs of Gypsy/ Travellers; standards of Council-owned accommodation are well maintained and align to the Scottish Housing Quality Standard (SHQS); and we carry out adaptations to properties to make them more accessible for households with disabilities. Scottish Social Housing Charter Performance We submit an Annual Return on the Charter to the Scottish Housing Regulator annually 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
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Appendix 2 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 number 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. 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 tenants have endorsed our publications. In recent years we have developed a social media profile through Facebook and Twitter to encourage digital engagement with a wider and more diverse customer base. 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 next survey is scheduled take place during quarter three of 2024/25. Participation The North Ayrshire Network (NAN) customer group 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. To do this, Housing Services report to the Network through presenting on performance both mid-year and prior to submitting the Charter annually, working together on developing our annual report to tenants and communicating any changes from the Scottish Housing Regulator directly to the group. Our Tenant Inspection Panel scrutinise one area of service per year. They can decide this independently through review of our performance information, or with support from 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 - 2028 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.
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Appendix 2 Alongside developing the Customer Participation Strategy for 2023 – 2028 we received gold level accreditation from Tenant Information Service (TIS Scotland) in August 2022 for Excellence in Scrutiny and Charter Performance for 2023 –2025. In addition, we received gold level re-accreditation from Tenant Participation Advisory Service (TPAS Scotland) in November 2022 for Excellence in Tenant Participation for 2023 - 2025. Our latest tenant satisfaction survey told us that 92% of tenants are satisfied with the opportunities given to them to participate in our decision-making processes. Standard 2 – Housing quality and maintenance Outcomes: Quality of housing Our housing stock is in very good condition and is well maintained. We take a proactive approach to housing asset management and target improvements to ensure that our properties are SHQS and EESSH compliant. Properties are refurbished to ensure they remain attractive, meet energy efficiency targets, meet modern requirements, and tenant expectations. We have a range of planned maintenance programmes which are designed to: optimise investment by replacing major element components before they would otherwise require responsive repairs; anticipate changes in minimum acceptable standards; reduce future requirements for cyclical maintenance; and future proof properties to ensure sustainability measures being introduced can be met. A self-assessment of asset management processes and data has been undertaken to develop our approach. This is to enable the delivery of the Housing Asset Management Plan (HAMP) and takes cognisance of the recommended practice on Integrated Asset Management published by the Scottish Housing Regulator (SHR) in February 2023. The workstream is reported to the Housing Asset Management Board and has an action plan developed and monitored to ensure delivery. Alongside property lifecycle data, the outcomes from the action plan will inform future capital investment needs and identify properties where investment required is not economically viable and other solutions may be preferable, such as demolition. We have not met our legal obligations around tenant and resident safety during 2023/24 as we did not comply with gas safety legislation for 25 properties. Due to new legislation introduced during 2021/22 regarding the frequency of electrical testing and the installation of smoke detection equipment, 2,821 properties were non-compliant with regards to having an up to date EICR during 2023/24. There continues to be an ongoing reluctance by some tenants to grant access to their property; this is an issue we are working to address alongside system issues. Additional contracts were put in place to try and achieve this by the date given, however supply chain and labour shortages for contractors have also impacted the programme. In early 2023, a cross-service working group was established to address our performance in this area. An improvement plan was developed and implemented which has delivered a sustained increase in performance from 2022/23. As part of our improvement plan, a dedicated Compliance Team within PMI has been created, supported by additional resources. We aim to be 100% compliant and efforts continue to close the
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Appendix 2 remaining gap. However, completing the EICR programme in the context of continuing tenant refusal makes this extremely challenging. Resorting to forcing access using our Access Policy is also extremely resource intensive for both the Council and our contractors. We have a dedicated Contracts, Compliance and Maintenance team within our Property Management and Investment service who ensure all statutory compliance requirements are met with regards to lift maintenance and legionella. We also have a dedicated asbestos compliance officer who works with all officers conducting any form of refurbishment or alteration to buildings to ensure compliance with legislation in all instances. Condensation, Dampness & Mould North Ayrshire Council has a robust approach to dealing with cases where dampness and mould are reported. A strategy - which encompasses our approach to both Council homes and the private sector - and an improved proactive “end to end” process is in place. A comprehensive process map has been developed that sets out the process and ensures issues with damp and mould are effectively addressed. The core of this process is in place and further elements, such as an expansion in the use of electronic monitoring, are also under consideration. Our Building Services Inspection Officers, who inspect instances of dampness and mould, are all from a building trade background and are qualified to HNC in Construction standard as a minimum. Further specialist training in dampness, mould, and timber decay has been undertaken by two officers who have achieved the industry recognised qualification of Certificated Surveyor of Timber and Dampness in Buildings (CSTDB). Tenant engagement has also been increased, with regular information provided via the digital Tenant Chat channel. Repairs, maintenance and improvements North Ayrshire Council is committed to delivering a high quality, efficient and effective reactive and planned maintenance service to all our tenants and factored owners in a manner which maintains high customer satisfaction. Our Repairs Policy sets out the service provided by the Council for repairs and maintenance and aims to ensure the needs of our current and future tenants are met in relation to the provision of high-quality housing. The policy is currently under review as part of the Housing Transformation Board workstream and will be developed in consultation with tenant representatives. The average length of time taken to complete emergency repairs decreased from 2.64 in 2022/23 to 2.12 hours in 2023/24, and from 8.42 to 7.60 days for non-emergency repairs. The increase in performance is due to the introduction of a new ‘Handyman’ post which allow Building Services to complete a higher volume of routine multi-trade jobs and allow more time for qualified operatives to undertake more complex, trade specific works. The move to this planned approach to works has improved the average response times for both emergency and non-emergency repairs. We continue to remain within our four-hour target for emergencies as per our housing repairs policy.
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Appendix 2 Satisfaction levels of tenants who had repairs or maintenance carried out in the last 12 months increased from 86.16% to 97.51% during the same period. This is based on responses from 1,564 tenants received during 2023/24. An efficient and effective void repairs service provides a quick turnaround on empty properties, which helps to accelerate the repairs process and reduce void rent loss. Void performance is affected by the additional time taken to rehouse tenants affected by our regeneration projects. A general increase in the number of properties requiring major works such as central heating, rewiring and full decoration has also impacted on performance. The average time taken to re-let properties has increased slightly from 23.99 days in 2022/23 to 26.86 days in 2023/24. For 2023/24 void performance was also affected due to issues with utility meters, which is recognised nationally as a significant issue and has been escalated to the Scottish Government for action. Housing Services are working with Building Services to review the current void process as part of the Housing Transformation Board workstream to ensure the delivery of an effective and efficient service for tenants and to assist in future proofing our housing stock. Despite the slight increase in the number of days taken to re-let voids we are still ranked first within our SHN benchmarking peer group for 2023/24 and second across all other local authorities. Standard 3 – Neighbourhood and community Outcome: Estate management, antisocial behaviour, neighbour nuisance and tenancy disputes Estate Management covers a broad range of situations and activities such as new tenant visits, permissions for garages and driveways in garden ground, abandoned tenancies, untidy gardens, neighbour disputes, problems with pets, abandoned vehicles, tackling graffiti and illegal dumping/fly- tipping. We have a comprehensive Estate Management procedure manual to ensure we meet our responsibilities as a landlord, and to support tenants to meet their responsibilities as detailed within their Tenancy Agreement. Every effort is made to support tenants to address any breach of the tenancy agreement, however if a tenant is consistently unwilling to do adhere to the tenancy agreement, the Council will pursue appropriate and proportionate action. In May 2024 a new integrated delivery model was implemented with housing, homelessness, advice, support and anti-social behaviour officers located within locality-based housing offices. Teams are working to identify the service priorities within each town to ensure there is a joined-up response to delivering an improved service to our tenants and residents by resolving any issues as they arise at local level. During 2023/24 the remit of the Estate Caretaker post was reviewed and evaluated which resulted in the regrading and redesignation of the post to become an Estate Officer. The remit is to provide a more proactive rather than reactive service for our tenants and residents. The Safer North Ayrshire Partnership (SNAP) is a multi-agency group who work together with local communities and key stakeholders to prevent crime and antisocial behaviour, responding quickly and proportionately to arising issues.
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Appendix 2 We experienced a 1.5% decrease in reports of ASB during 2023/24 compared to the previous year. The Council has locally agreed targets for the closure of ASB cases, which are based on the complexity and level of investigation required to resolve them. Our performance against the locally agreed targets during 2023/24 was 100% of cases resolved within agreed timescales, against a target of 94%. Our last tenant satisfaction survey was carried out during 2021, therefore there has been no change to the satisfaction levels reported in the previous AAS which detailed a decrease of 12% in tenants satisfied with the management of the neighbourhood they live in compared to the previous survey carried out in 2018. Standard 4 – Access to housing and support Outcomes: Housing options and access to social housing We, alongside our RSL partners, are currently reviewing our Housing Allocation Policy with implementation expected during 2025. This review is looking at key themes that have emerged from our last review in 2019 and any upcoming legislation that could impact housing allocations. We introduced an Arran Local Letting Initiative in April 2021, which allows island residents and key/ essential workers to be given additional priority for housing on the Island. Trust Housing Association will be joining the North Ayrshire Housing Register (NAHR) during 2024/25 and will adopt the Arran Local Letting Initiative. In relation to our void processes, timescales are mutually agreed by the Housing Officer and Building Services supervisor, based on the amount of work required. Although the average time taken to re-let properties increased slightly from 23.99 days in 2022/23 to 26.86 days in 2023/24. For 2023/24 void performance was also affected due to issues with utility meters, which is recognised nationally as a significant issue and has been escalated to the Scottish Government for action. We have established a cross-service working group to review and analyse our void processes. The group will scrutinise current working practices to identify opportunities to improve our void processes, turnover performance and to create efficiencies. Housing management and our Building Services team (who carry out the majority of works in Council dwellings) have periodic meetings with officers from North Ayrshire Health and Social Care Partnership (NAHSCP) who – in accordance with the Integration Scheme - manage the process for aids and adaptations. This allows us to understand demand and agree, set, and monitor performance in relation to expenditure. NAHSCP have a formal Adaptations Criteria and Policy for staff to adhere to; this ensures a consistent and high-quality adaptations assessment process. Joint complex case reviews are held monthly between NAHSCP and Housing professionals to agree the scope of the works to be undertaken. OT staff have been trained to explore the housing options of housing applicants with long term health conditions, to ensure that accessible housing needs are met where adaptations are not appropriate. These tiers of governance provide a formal procedure for all decision making, ensuring resources are targeted to those most in need of adaptations.
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Appendix 2 There has been a decrease in the number of households waiting for an adaptation to their home, decreasing from 465 in 2022/23 to 302 in 2023/24. The average number of days to complete an approved adaptation has also decreased from 92.40 to 90.59 days. The joint improvement group comprising of Housing Services, Building Services, Property Management and Investment and the Health and Social Care Partnership continue to review demand and current work processes, in order to deliver the best outcome and value for money for tenants. Homeless people Approaches for homeless assistance Approaches for homeless assistance in North Ayrshire increased by 6% during 2023/24 compared to the previous year, resulting in rising pressure on the demand for temporary accommodation. The annual national performance statistics published by the Scottish Government has reported that homelessness is at the highest level since 2011/12, with the number of open homelessness applications and households in temporary accommodation reaching the highest in the time series (back to 2003 and 2002 respectively).. Whilst there is increasing pressure on the housing system locally in North Ayrshire, a range of measures are in hand to respond to this, including increasing housing supply, ensuring our empty properties are turned around as quickly as possible for re-let, and managing the demand from homeless people by way of temporary and the supply of permanent accommodation. We have changed the service delivery model within Housing/Homelessness services to enable prevention activities to be undertaken at a locality level with newly integrated teams working to identify the service priorities within each locality. The Homelessness Task Force that we have in place comprises of a range of stakeholders who are working to analyse the variety of datasets we have at our disposal. The purpose of this is to understand the changing dynamics of the homelessness system and risk factors. The work of the task force includes preparation of a new Prevention Strategy, which will consider all of the levers at our disposal to balance the system and will also be aligned to the new Housing (Scotland) Bill 2024. In addition, a key component of our current allocations policy review is to understand the impact of increased lets to homeless households and the options available for mitigation. Reasons for approach for homeless assistance The main reason for homelessness in North Ayrshire during 2023/24 was as a result of a relationship breakdown, accounting for 254 approaches (21.78%); this is followed by people being asked to leave the family home, which accounted for 219 (18.78%) approaches. Applications from households fleeing domestic abuse accounts for 168 homeless approaches (14.4%) during 2023/24, compared to 152 approaches (14%) in 2022/23. We have had no breaches of the Unsuitable Accommodation Order and have ensured that temporary accommodation continues to be available for anyone who needs it. We have continued the delivery of the Rapid Rehousing Transition Plan (RRTP) and met the year five target to deliver 100 Housing First tenancies for the most vulnerable homeless households in North Ayrshire by 31 March 2024.
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Appendix 2 The North Ayrshire Homelessness Task Force has reviewed the above performance to inform our homeless prevention strategy moving forward. Standard 5 – Getting good value from rents and service charges Outcomes: Value for money Our robust Housing Revenue Account Business Plan provides clear strategic direction, ensuring that effective short, medium, and long-term financial planning is undertaken. This clearly details how we will plan for, and deliver, key priorities such as compliance with the Scottish Housing Quality Standard, investment in our current stock, our Council house building programme and rent setting. The Business Plan was developed by a cross stakeholder working group which included representation from elected members, tenant representatives and officers from within Housing, Property Management and Investment, Building Services and Finance. This approach ensured balanced decision- making that can stand up to both internal and external scrutiny. In addition to the business plan, we have an effective budget and performance management reporting framework that makes certain that we continue to provide value for money services to our tenants and, at the same time, keep rents at affordable levels. This is achieved while recognising that we are currently operating within an extremely challenging and evolving economic environment which requires sufficient flexibility to be able to change and adapt investment plans. The Business Plan is easily accessible to stakeholders. It provides information to demonstrate that the Council has a clear picture of its strategic direction and the associated financial position of the service to deliver this, over the 30-year planning period. This plan is reviewed annually, and we are focused on providing value for money through a number of measures, such as operating robust financial management processes, implementing value for money principles, exploring efficiency opportunities, and managing competitive contractual arrangements. During our last tenant satisfaction survey 89.47% of tenants confirmed they felt that the rent for their property represents good value for money. Rents and service charges Our rent levels remain in line with the national average, whilst continuing to invest in our existing stock and new house building programme. Our plans takes account of the strategic context, such as: the prevailing economic situation and expectations/ forecasts for the time horizon of the business plan; the broader context for tenants and other service users such as rent affordability, cost of living, welfare policy and how the labour market is performing; and the broader context for landlords such as cost pressures in repairs, maintenance and development, supply chain issues,
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Appendix 2 investment decisions in meeting net zero obligations and tackling homelessness. We manage these pressures and are committed to delivering services in new, improved and more cost-effective ways. Standard 6 – Other customers Outcomes: Gypsy/travellers North Ayrshire Council provides services, advice and assistance to Gypsy/Travellers who live permanently in North Ayrshire and to those who visit on a temporary basis. North Ayrshire manages one permanent site at Redburn Grove, Irvine. The site has 16 pitches, and each pitch has its own amenity block with separate kitchen, shower, toilet facilities and utility room. A community room is available on site for partner services to meet tenants and their children within a safe and comfortable environment. The room is used by several services, including Education, the Welfare Reform Advice team, Tenancy Support, the Community Link team, and a regular GP surgery. Our Tenant Participation Team also support Redburn Grove tenants to hold regular tenants’ meetings. The meetings allow tenants the opportunity to work in partnership with Council staff as we consider the options for current and future service provision. In 2016 the Scottish Government introduced minimum standards for Gypsy Traveller Sites across Scotland. North Ayrshire Council achieved the minimum standards at Redburn Grove; however, we recognise that significant capital investment is required to ensure that it continues to meet expected standards. Following consultation with current tenants in April 2023, future improvement proposals for the Redburn site are being developed reflecting on feedback gathered in relation to their preferences for future housing. The Scottish Government has developed a draft design guide for Gypsy/Traveller sites to be used for new sites or major refurbishments of existing sites. The design guide has been provided to give advice on what good quality, culturally appropriate accommodation should look like. The Scottish Government previously had a capital fund available for five years from 2021-25 with criteria clearly outlined for the fund, including how residents and travelling community members would be involved, together with a process for project selection. However, this was put on hold due to funding constraints. During August 2024 the Scottish Government wrote to all local authorities to advise them that the fund will be reintroduced from 2026-27 onwards. The Scottish Government will work with CoSLA and relevant colleagues to ascertain how the fund will be utilised using the information gathered from the demonstration projects completed through the previous fund. Our response to unauthorised encampments fully complies with Scottish Government policy. Our Gypsy/Traveller Encampment Officer works to build relationships with visiting families to assess their needs. Where necessary they make referrals to partner organisations and provide advice on housing options, if required. The Officer also works closely with other landowners and members of the settled community and provides advice and assistance regarding the rights and responsibilities of Gypsy/Travellers who visit North Ayrshire.
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Appendix 2 Refugees North Ayrshire Council is fully committed to supporting the UK Humanitarian programmes in place to accommodate and support refugees. This work is coordinated by our inter-agency Refugee Task Force comprising of senior officers from across the Community Planning Partnership (CPP) including Housing, the Health and Social Care Partnership, Education, Department of Work and Pensions, Police Scotland, and voluntary organisations. Our Refugee Support Team work together with the CPP partners to deliver robust resettlement support to assist families to integrate into the local communities and access vital services to meet their individual needs. During 2023/24, the Council and community planning partners have supported 145 Ukrainian households, comprising of 347 individuals, to resettle in North Ayrshire across the different Scottish Government sponsorship schemes. To support the schemes, 33 properties were bought during 2023/24 using our buy back approach and allocated to Ukrainian households. We have provided 120 units of social housing stock to provide long term accommodation for households. We previously supported a Welcome Hub which was set up within a local hotel to provide interim emergency accommodation and support to a number of individuals and families while they awaited a more appropriate housing solution. The transition of all guests to permanent housing was successfully completed by September 2023. In the last 12 months, in partnership with the Scottish Government, we have redeveloped a large vacant property to provide temporary accommodation for a further three Ukrainian families. We have also purchased 33 ex-local authority properties throughout North Ayrshire to support the Ukrainian resettlement programme. The 33 properties were fully funded by the Scottish Government with the condition that they are utilised for Ukrainian Displaced Persons (UKDPs) for the first three years. Thereafter, they can be utilised for mainstream housing allocations. Housing Services are monitoring resettlement provision carefully to ensure we continue to meet our statutory responsibilities in relation to other priority groups including homeless people.