Performance 365
2021
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 02 Communication
We met and exceeded our 5 year target of having 80% of our tenants signed up to use My Home during 2020/21 - a year early!
"tenants and other customers find it easy to communicate with their landlord and get the information they need about their landlord, how and why it makes decisions and the services it provides."
- Tenants with a My Home account 1093
- Paper Free tenants 1062
- Visits to My Home & elha.com 86,264
- Complaints received 93
- Praise received 510
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 04 Quality of Housing
While the pandemic lockdown did make it harder, and delays were inevitable, robust safety measures meant we were able to meet our legal obligations.
"tenants’ homes as a minimum, meet the Scottish Housing Quality Standards by April 2015 and continue to meet it thereafter, and when they are allocated, are always clean, tidy and in a good state of repair."
- New tenants satisfied with the condition of their home 87%
- Number of applicants who refused a property after viewing it 1
- Number of properties with a gas supply 1007
- Percentage of gas supplies serviced 99%
- Number of forced entries for gas serving 111
- Percentage of homes which meet the SHQS 97%
- Percentage of homes which meet the EESSH 99%
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 | |
|---|---|
| Athelstaneford | 100% |
| Bolton | 100% |
| Cockenzie | 100% |
| Dirleton | 100% |
| Dunbar | 90% |
| East Linton | 92% |
| East Saltoun | 89% |
| Garvald | 100% |
| Gifford | 100% |
| Gullane | 100% |
| Haddington | 100% |
| Musselburgh | 95% |
| Ormiston | 94% |
| Pencaitland | 100% |
| Port Seton | 100% |
| Prestonpans | 99% |
| Stenton | 100% |
| Tranent | 80% |
| Wallyford | 100% |
| West Barns | 100% |
| Whitecraig | 95% |
- 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 | |
|---|---|---|---|---|
| Houses | 0 | 26 | 18 | 0 |
| Flats | 13 | 25 | 0 | 0 |
| 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."
New tenants
Outcome 11 Tenancy Sustainment
Referrals for Money Advice dramatically increased at the start of the pandemic, but returned to normal in the latter half of the year.
The service was expanded to include Home Energy Advice from September.
"tenants get the information they need on how to obtain support to remain in their home; and ensure suitable is available, including services provided directly by the landlord and by other organisations."
- Referrals to Money Advice 234
- Gains from Money Advice £473,145
- Percentage of new tenants still tenants 12 months later 92%
- Number of abandoned properties 3
- Number of decorating packs issued 52
Outcome 13 Value for Money
Some properties remained empty for longer than our targets due to pandemic restrictions only allowing moves where there was a severe housing need, e.g. homelessness.
"tenants, owners and other customers receive services that provide continually improving value for the rent and service changes they pay."
- Tenants in arrears helped by the Money Advisor 27
- Reduction in rent arrears for Money Advice cases £11,823
- Average time taken to relet empty homes 26 days
- Rent lost on properties relet this year £23,390
- Percentage of rent lost on empty homes 0.34%
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."