Welcome to our 2020-21 Performance 365. Each year we publish our performance figures, so you can see how well (or poorly) we're performing against the standards laid out in the Scottish Social Housing Charter
It's been an year like no other! But we have worked well with our tenants and other service users to do what we could to respond to everything the pandemic threw at us. Our recent investment in cloud technology, and of course our My Home digital services, meant we were able to adapt quickly to remote working, and we actually extended the opening hours of our repairs lines and Live Help services from the start of the first Lockdown to the end of what we hope is the last. We now have over 82% of tenants paper-free, and when we send our e-news or Newsflashes out, we know more than half of our tenants have read it within an hour of us sending it.
Whilst Coronavirus has had many challenges, we are especially pleased to report that we have had a record low number of complaints in the last year (93), and record high levels of praise (510). That has to say a lot for both our staff and our tenants alike in how we have all done our best to find our way through this crisis.
As we start to enter what will hopefully be something a bit more like normal times, we will keep working to improve our performance across all aspects of our business, but please note that Outcomes 12 and 16 only apply to Local Authorities, so we have intentionally not included any figures in relation to these.
Outcome 01 Equalities
Both medical adapations and medical transfers were impacted by the pandemic. These were carried out where possible, but in many cases, an adaptation or a transfer had to be delayed.
We are: Happy to Translate
Our Offices are: Wheelchair Accessible and have Induction Loop technology
elha.com and My Home are: Browsealoud-enabled and and My Home can be customised for High Contrast
Ethnic breakdown of new tenants
- Percentage of new tenants with a disability 13%
- Medical adaptations completed 20
- Medical transfers 1
"every tenant and other customer has their individual needs recognised, is treated fairly and with respect, and receives fair access to housing and housing services."
Outcome 03 Participation
We have a wide range of ways tenants can get involved in our work. You can participate at whatever level is best for you, whether that's answering short surveys, sitting comfortably at home and testing a new My Home service, or meeting up to scrutinise our services, and many points in between. Our Tenant Involvement Group (TIG) is an important part of ELHA who oversee these activites.
During 2020-21, the TIG:
- Began meeting via video conference
- Finalised the 2018-20 scrutiny project (it was a big one)
- Oversaw the 2020-21 Tenant Participation Action Plan
- Agreed the 2021-22 Action Plan
- Met with a representitive from Research Resource to discuss the findings of the 2019 satisfaction survey
- Reviewed our quarterly complaint report
- Judged the summer garden competition
For more detailed information - see our monthly updates.
"tenants and other customers find it easy to participate in and influence their landlord’s decisions at a level they feel comfortable with."
Outcome 05 Repairs, Maintenance & Improvements
A lot of repairs and planned maintenance had to be put on hold due to the pandemic.
"tenants’ homes are well maintained, with repairs and improvements carried out when required, and tenants are given reasonable choices about when work is done."
- Number of emergency repairs completed 258
- Number of non-emergency repairs completed 2,388
- Average time to complete repairs 5.72 days
- Average time to complete emergency repairs 1h 47min
- Repairs completed right first time 91%
- New kitchens installed 17
- New bathrooms installed 4
- New heating systems installed 6
- Repainted properties 165
Outcome 06 Estate Management, Antisocial Behaviour, Neighbour Nuisance & Tenancy Disputes
Macmerry and Innerwick (fewer than 10 properties) did not take part in this survey.
"Tenants and other customers live in well-maintained neighbourhoods where they feel safe."
How satisfied are you with where you live?
|Percentage very or fairly satisfied|
- Number of Neighbour Complaints resolved 151
- Neighbour Complaint cases resolved in target 90%
- Number of ELHA tenants with an ASBO 2
Outcome 07, 08 & 09 Housing Options
*At the year end, we transitioned from Homehunt to These Homes.
While there were around 4,500 applicants on Homehunt when the contract ended, registrations for These Homes had only been open for a few days before the end of 2020-21.
"people looking for housing get information that helps them make informed choices and decisions about the range of housing options available to them."
- Number of households registered for housing n/a*
- Number of new tenancies from relets 53
- Number of new tenancies from new builds 36
- Homeless families housed 46
|1 Bedroom||2 Bedrooms||3 Bedrooms||4+ Bedrooms|
|Sheltered / Amenity||6||0||0||0|
|Wheelchair / Medically Adapted||0||1||0||0|
Outcome 10 Access to Social Housing
The 'other' allocation was a nomination from ELCAP, for a property suitable for an an applicant with support needs.
"people looking for housing find it easy to apply for the widest choice of social housing available and get the information they need on how the landlord allocates homes and their prospects of being housed."
Outcome 14 & 15 Rents & Service Charges
Due to pandemic restrictions, the notice period for raising court actions was greatly extended
- Rent arrears £326,642
- Arrears as a percentage of our rental income 4.80%
- Court actions raised for rent arrears 2
- Evictions for rent arrears 1
"a balance is struck between the level of services provided , the cost of the services, and how far current and prospective tenants and other customers can afford them."
"tenants get clear information on how rent and other money is spent, including any details of individual items of expenditure above thresholds agreed between landlords and tenants."