Scottish Social Housing Performance

2015/16 Charter Project Development Group

2015/16 Charter Project Development Group

Fife Council produces an annual report each October to show performance against the Scottish Social Housing Charter.  The Charter outlines the level of service that all social landlords should achieve for their tenants and other customers. This year’s report has been developed with members of the Fife Tenant Forum to identify the performance indicators they would like to share with all tenants.  It was agreed they would like performance to be measured against the Scottish Local Authority  average.

You can access information for all social landlords at the Scottish Housing Regulator web site.

About the Scottish Housing Regulator
‘Our role is to protect the interests of tenants and other people who use the services of social landlords. Each year, we require your landlord to report on its performance against the Charter. We asked tenants to tell us what matters most when it comes to their landlord’s performance'.
www.scottishhousingregulator.gov.uk

 


Rents and Service Charges

Landlord services are mainly funded by the rent you pay, and we aim to provide best value for money.  We need to strike a balance between the level of service you want, the cost of the services, and what that means for rents.

  • At 31 March 2016 Fife Council owned 29,982 homes
  • The total rent due for the year was £100,820,458
  • 98.43% of rent was collected in the year
  • Fife Council increased its weekly rent on average by 2.5% (average of £1.60) from April 2016

 


2015/16 Rent Charges: *includes service charges 

Property Size

Number of Homes

Fife Council

Local Authority Average

1 Apt (Bedsit)

273

£63.79

£56.40

2 Apt (1 Bed)

7,241

£63.68

£61.99

3 Apt (2 Bed)

14,251

£65.85

£67.40

4 Apt (3 Bed)

7,237

£68.50

£73.36

5+ Apt (4 + bed)

980

£71.10

£79.79

Traveller Pitch                              50      £55.73                 £67.40 

All properties

29,982

£66.13

£67.45

 

  

Rents & Service Charges Performance

13/14 Fife 

14/15 Fife 

15/16 Fife  

Local Authority Average

% of tenants who feel rent for their property represents good value for money

67.77%

77.46%

 81.14%

78.96%

% of rent due collected

99.89%

98.49%

 98.43%

99.35%

% of gross rent arrears of rent due

6.06%

5.93%

  6.21%

6.51%

% of rent due lost through properties being empty

1.62%

1.74%

  1.50%

1.03%

Self-contained units void year end

365

437

    318

n/a

Self-contained units void  greater than 6 months at year end

53

93

      22

n/a

 

 

Customer and Landlord Relationship

The services we provide have an important impact on the quality of life of many residents within Fife. The Charter requires that we show you how we do this fairly and with respect. To find out what services you need most, we want to make it easy to communicate with us, and to offer you various opportunities to become involved.

We gather your views in a number of ways:

  • Annual Tenant Conference
  • Face-to-face survey
  • Tenant Newsletter ‘Down Your Street’
  • Fife Tenant Forum
  • Tenant Scrutiny Group
  • Local Tenant and Resident Groups
  • Fife Tenant Federations (3)
  • Surveys on issues like repairs, empty houses and sheltered housing
  • Fife People's Panel
  • Tenant walk-abouts on estates

This is the second year we have carried out the annual tenant survey by face-to-face contact; instead of the previous paper survey.  We managed to consult with 700 tenants as well as separate surveys of homeless customers and gypsy travellers to find out what our customers views are.

  

Tenant Satisfaction Performance

13/14 Fife

14/15 Fife

15/16  Fife 

Local Authority Average

% of tenants satisfied with overall service provided by the landlord

68.78%

74.89%

 80.71%

83.05%

% of tenants who feel landlord is good at keeping them informed about services and decisions

57.53%

77.03%

 79.43%

81.23%

% of tenants satisfied with opportunities given to them to participate in landlords decision making

42.02%

71.04%

 68.57%

71.25%

% of Gypsies/Travellers satisfied with management of site

18.52%

70.59%

 70.59%

70.72%

Housing Quality & Maintenance

The Council is committed to ensure all tenants in Fife live in a home that is warm, safe and in good condition.  This is supported by the Charter which requires us to show how well our homes meet national quality standards, with good standards of service and choice.

 

Housing Quality & Maintenance Performance

13/14 Fife

14/15 Fife

 15/16 Fife  

Local Authority Average

% of properties meeting SHQS at year end

80.68%

98.24%

 98.57%

93.26%

% of properties meeting NHER / SAP ratings year end

96.86%

98.64%

 99.79%

96.59%

% of tenants satisfied with standard of home when moving in

65.47%

74.00%

77.19% 

83.73%

% of tenants satisfied with the quality of their home

75.68%

84.88%

 86.00%

83.59%

% of tenants satisfied with repairs service

92.88%

84.17%

 88.41%

86.06%

Average hours to complete emergency repairs

8.68 hours

6.40 hours

6.06 hours 

5.55 hours

Average working days to complete non-emergency repairs

10.97 days

9.96 days

 10.02 days

9.52 days

% of reactive repairs completed right first time

89.50%

95.11%

 94.74%

89.32%

% of properties with gas safety record renewed by anniversary date

99.19%

99.53%

 98.67%

99.68%

% of reactive repair appointments kept        n/a    88.00%     81.19%                 94.13%

Neighbourhood & Community

We have a responsibility to work with other agencies to provide you with a home in a well-maintained neighbourhood where you feel safe.

Neighbourhood & Community Performance

13/14 Fife

14/15 Fife

 15/16 Fife

Local Authority Average

% of anti-social behaviour cases resolved within local target

105.16%

97.37%

 99.47%

84.24%

% of tenancy offers refused    29.43%   29.00%     23.53%                 41.41%
Anti-social behaviour cases per 100 homes      3.03      5.08        5.06                   8.54

% of tenants satisfied with management of their neighbourhood

66.81%

79.60%

 84.29%

80.91%

Housing Access and Support

Fife Council ensures all residents can access housing but also good housing advice. Our charter commitments are to make sure that people with housing needs get the widest choice and clearest advice possible, from the support needed to stay in their own home through to transferring a tenancy or reviewing homelessness services, should they be required.

Housing Access & Support Performance

13/14 Fife

14/15 Fife

15/16 Fife     

Local Authority Average

% of approved applications for medical adaptations completed

73.51%

82.08%

      72.73%       

83.98%

Average days to complete approved applications for medical adaptations

206.11 days

29.09 days

30.58 days 

51.61 days

Average days in temporary or emergency accommodation - all types

59.77 days

62.25 days

 67.50 days

107.70 days

Average calendar days to re-let properties

42.69 days

45.56 days

37.02 days 

41.62 days

Of those households homeless in last 12 months - % satisfied with quality of temporary or emergency accommodation

90.84%

78.00%

 80.25%

86.93%

 

 

Paper copies of the Performance Report are available on request by calling 03451 55 55 55 Ext 444542. 

The full results are available to view on the Scottish Housing Regulator website:
www.scottishhousingregulator.gov.uk

 

 

 

 

 

 

 

 


Related

Publications

Tracey Drummond, Lead Officer (Housing Strategy) 
Tel: 03451 55 55 55 + Ext 44 45 42 Contact Tracey Drummond online
By Post: Rothesay House Rothesay Place Glenrothes Fife KY7 5PQ

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