Performance 365

AUGUST 2019

Welcome to Performance 365 - the monthly updates.

Each month we will publish our performance figures, so you can follow how we're doing all through the year. Some things only happen once a year, for example a stair cleaning survey, while other things are going all all year round, for example, empty homes being made ready for new tenants.

We know that our tenants like to know how we're doing, and if you think there's something missing, please contact us and let us know what you'd like to see. If it's information we have, and doesn't breach any data protection rules, we will usually be able to provide it, and if it's something other tenants may be interested in, we may include it in our monthly updates.

ELHA Characters

Outcome 01 Equalities

"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."

Ethnic breakdown of new tenants

  • Percentage of new tenants with a disability 30%
  • Medical transfers 1

Outcome 02 Communication

"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 877
  • Paper Free tenants 630
  • Visits to My Home & elha.com 6,424
  • Complaints received 13
  • Praise received 24

Outcome 03 Participation

This month we:

  • had a TIG-Scrutiny meeting, and agreed to widen the scope of the investigation into out of target repairs.
  • confirmed that Research Resource will carry out this year's Large Scale Tenant Satisfaction Survey.
  • produced a report into the demand for tenant-involved estate inspections
"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

Fantastic news on our EESSHH compliance. The deadline for all social housing to be EESSHH compliant is December 2020, but we only have 9 properties left to bring up to standard.

"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."
  • Number of applicants who refused a property after viewing it 3

Outcome 05 Repairs, Maintenance & Improvements

"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 non-emergency repairs completed 267
  • Average time to complete repairs 7.5 days
  • Repairs completed right first time 85%

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

"Tenants and other customers live in well-maintained neighbourhoods where they feel safe."
  • Number of Neighbour Complaints resolved 18
  • Average time to resolve neighbour complaints 10 days
  • Number of ELHA tenants with an ASBO 2

Outcome 07, 08 & 09 Housing Options

"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 4384
  • Number of new tenancies 10
  • Homeless families housed 3
  1 Bedroom 2 Bedrooms 3 Bedrooms 4+ Bedrooms
Houses 0 3 1 1
Flats 2 1 0 0
Sheltered / Amenity 2 0 0 0
Wheelchair / Medically Adapted 0 0 0 0
"tenants and people on housing lists can review their housing options."
“people at risk of losing their homes get advice on preventing homelessness.”

Outcome 10 Access to Social Housing

"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

"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."
  • Number of failed tenancies 1
  • Number of abandoned properties 0
  • Number of decorating packs issued 9

Outcome 13 Value for Money

"tenants, owners and other customers receive services that provide continually improving value for the rent and service changes they pay."
  • Average time taken to relet empty homes 14 days
  • Rent lost on properties relet this year £2361

Outcome 14 & 15 Rents & Service Charges

"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."
  • Rent arrears £197,086
  • Arrears as a percentage of our rental income 2.89%
  • Court actions raised for rent arrears 0
  • Evictions for rent arrears 0