Performance 365


Welcome to our 2022-23 Performance 365 report. Each year we publish our performance figures, so you can see how well (or poorly) we are performing against the standards laid out in the Scottish Social Housing Charter. Last year, our performance was better than the national average in all but one of these standards - and of course we are working to improve on that one!

Our Digital Services meant we bounced back from the pandemic pretty quickly and our services largely ran as normal last year, despite some restrictions remaining during the first half of the year. Our rent arrears remain low, and we were delighted with a record response to our annual rent increase consultation, with 33.4% of tenants completing the survey. We understand the need to keep our rents as low as possible, and our Key Tenant Scheme, which remains unique in UK housing, saw over 80% of our tenants receive monthly Rent Discount last year.

You can read more about our performance for the year, or see month-by-month breakdowns on our Performance 365 microsite.

ELHA Characters

Outcome 01 Equalities

Social landlords perform all aspects of their housing services so that:

  • They support the right to adequate housing
  • Every tenant and other customer has their individual needs and rights recognised, is treated fairly and with respect, and receives fair access to housing and housing services.

The number of medical adaptation has now returned to pre-pandemic levels. We had fewer medical transfers this year - partly this was due to more adaptations taking place, but also due to fewer medically adapted properties becoming available.

We are: Happy to Translate

Our Offices are: Wheelchair Accessible and have Induction Loop technology and My Home are: ReadSpeaker enabled and My Home can be customised for High Contrast.

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Ethnic breakdown of new tenants

  • Percentage of new tenants with a disability 23%
  • Medical adaptations completed 41
  • Medical transfers 1

Outcome 02 Communication

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Social landlords manage their businesses so that:

"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 1175
  • Paper Free tenants 1131
  • Visits to My Home & 265,994
  • Complaints received 131
  • Praise received 899

Outcome 03 Participation

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Social landlords manage their businesses so that:

"Tenants and other customers are offered a range of opportunities that make it easy for them to participate in, and influence their landlords decisions at a level they feel comfortable with."

This year:

  • We undertook a large scale tenant satisfaction survey. This was carried out by an external contractor, Knowledge Partnership. The results were better than expected, given that the period of time surveyed included the pandemic. The results were presented to our TIG-Panel, Management Committee and staff.
  • Following consultation with tenants, we replaced the stair cleaning contractor.
  • We had our best ever response to the annual Rent Increase Consultation (443 tenants - that's 33.4% of our tenants!).
  • We published 21 e-Talks and newsflashes, and 4 printed editions of Talkback.
  • Our TIG-Panel oversaw progress on the 2022-23 Action Plan and approved the 2023-24 Action Plan.
  • Members of our TIG-Panel visited one of our new-build properties.

Outcome 04 Quality of Housing

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Social landlords manage their businesses so that:

"Tenants homes, as a minimum, when they are allocated are always clean, tidy and in a good state of repair, meet the Scottish Housing Quality Standard (SHQS), and any other building quality standard in place throughout the tenancy; and also meet the relevant Energy Efficiency and Zero Emission Heat Standard."
  • New tenants satisfied with the condition of their home 76%
  • Number of applicants who refused a property after viewing it 1
  • Number of properties with a gas supply 990
  • Percentage of gas supplies serviced 100%
  • Number of forced entries for gas serving 126
  • Percentage of homes which meet the SHQS 94%
  • Percentage of homes which meet the EESSH 99%

Outcome 05 Repairs, Maintenance & Improvements

Repairs and maintenance staff have worked hard to catch up with work delayed by pandemic restrictions.

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"Social landlords manage their businesses so that 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 239
  • Number of non-emergency repairs completed 2,724
  • Average time to complete repairs 4.73 days
  • Average time to complete emergency repairs 1h 15min
  • Repairs completed right first time 94%
  • New kitchens installed 18
  • New bathrooms installed 26
  • New heating systems installed 22
  • Repainted properties 246

Outcome 06 Estate Management, Antisocial Behaviour, Neighbour Nuisance & Tenancy Disputes

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"Social landlords, working in partnership with other agencies, help to ensure as far as reasonably possible that 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 95%
East Linton 100%
East Saltoun 100%
Garvald 100%
Gifford 93%
Gullane 90%
Haddington 90%
Musselburgh 94%
Ormiston 97%
Pencaitland 100%
Port Seton 100%
Prestonpans 97%
Stenton 100%
Tranent 94%
Wallyford 84%
Whitecraig 82%
  • Number of Neighbour Complaints resolved 135
  • Neighbour Complaint cases resolved in target 84%
  • Number of ELHA tenants with an ASBO 0

Outcome 07, 08 & 09 Housing Options

Social landlords work together to ensure that:

  • People looking for housing get information that helps them make informed choices and decisions about the range of housing options available to them.
  • Tenants and people on housing lists can review their housing options.

These Homes has now been running for two years, and satisfaction with the service is very high with both applicants and staff.

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"Social landlords have a role to prevent homelessness and should ensure that people at risk of losing their homes get advice and information on preventing homelessness."
  • Number of households registered for housing 3425
  • Number of new tenancies from relets 85
  • Number of new tenancies from new builds 5
  • Homeless families housed 43
  1 Bedroom 2 Bedrooms 3 Bedrooms 4+ Bedrooms
Houses 2 16 11 3
Flats 17 36 0 0
Sheltered / Amenity 3 0 0 0
Wheelchair / Medically Adapted 0 2 0 0

Outcome 10 Access to Social Housing

The 'others' were made up of a non-homeless nomination for a specific property type, where no applicants made best use of the property, and two allocations through the STRENGTH Project.

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"Social landlords ensure that 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 on their prospects of being housed."

New tenants

Outcome 11 Tenancy Sustainment

Due to staff absence at the start of the year, the number of referrals were lower than in previous years. Despite this, the gains for tenants increased by almost £60,000.

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"Social landlords ensure that tenants get the information they need on how to obtain support to remain in their home; and ensure suitable support is available, including services provided directly by the landlord and by other organisations."
  • Referrals to Money Advice 105
  • Gains from Money Advice £254,056
  • Percentage of new tenants still tenants 12 months later 97%
  • Number of abandoned properties 1
  • Number of decorating packs issued 88

Outcome 13 Value for Money

We had a higher turnover of properties this year, which resulted in a higher rent loss on empty properties. However, the average void time dropped by 5 days over last year.

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"Social landlords manage all aspects of their businesses so that tenants, owners and other customers receive services that provide continually improving value for the rent and other charges they pay."
  • Tenants in arrears helped by the Money Advisor 66
  • Reduction in rent arrears for Money Advice cases £12,234
  • Average time taken to relet empty homes 22 days
  • Rent lost on properties relet this year £45,872
  • Percentage of rent lost on empty homes 0.63%

Outcome 14 & 15 Rents & Service Charges

We introduced a new rent management system during 2022-23, and this has helped Housing Officers identify potential arrears cases and offer assistance before problems arise.

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  • Rent arrears £206,928
  • Arrears as a percentage of our rental income 2.78%
  • Court actions raised for rent arrears 7
  • Evictions for rent arrears 0
"Social landlords set rents and service charges in consultation with their tenants and other customers so that a balance is struck between the level of services provided, the cost of the services, and how far current and prospective tenants and service users 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."
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