Performance 365

AUGUST 2020

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 11%
  • Medical transfers 0

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 992
  • Paper Free tenants 939
  • Visits to My Home & elha.com 6,965
  • Complaints received 10
  • Praise received 17

Outcome 03 Participation

  • The TIG-Panel met via Teams (if you'd like to see a photo of us all, it's up on Facebook), and are just about ready to finish up the findings from the scrutiny project they've been working on for the last 18 months.
  • We carried out a small survey in Dunbar, which gave very useful results.
  • We've been preparing for a follow-up consultation to the Allocations Policy Review we did last year.
  • And Hannah has been back out and about in developments - watch this space for an exciting estate management project in Tranent!
"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

We have now been able to reintroduce routine repair appointments, and are working through the backlog of routine repairs reported during lockdown.
"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 100%
  • Number of applicants who refused a property after viewing it 0

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 emergency repairs completed 20
  • Number of non-emergency repairs completed 241
  • Average time to complete repairs 5.6 days
  • Average time to complete emergency repairs 1h 27m
  • Repairs completed right first time 94%

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 22
  • Average time to resolve neighbour complaints 6 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 4,512
  • Number of new tenancies 9
  • Homeless families housed 3
  1 Bedroom 2 Bedrooms 3 Bedrooms 4+ Bedrooms
Houses 0 2 2 0
Flats 1 3 0 0
Sheltered / Amenity 1 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 0
  • Number of abandoned properties 0
  • Number of decorating packs issued 4

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 65 days
  • Rent lost on properties relet this month £4,401

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 £226,003
  • Arrears as a percentage of our rental income 3.31%
  • Court actions raised for rent arrears 0
  • Evictions for rent arrears 1