Performance 365
February 2023
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.
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.
Ethnic breakdown of new tenants
- Percentage of new tenants with a disability 25%
- Medical adaptations completed 0
- Medical transfers 2
Outcome 02 Communication
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 1171
- Paper Free tenants 1130
- Visits to My Home & elha.com 22,515
- Complaints received 18
- Praise received 125
Outcome 03 Participation
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 month:
- The TIG-Panel met with Alan Kennedy, from Knowledge Partership, who took part in our Tenant Satisfaction survey at the end of 2022, to go though the results. There was lively discussion around the impact of the Pandemic on satisfaction levels, comparisons with regulations in other part of the UK, and some ideas regarding future scrutiny projects. If you'd like to get involved, please e-mail info@elha.com.
- All our Gold tenants were given the opportunity to take part in some digital testing, and 26 of them received an additional £20 of rent discount as thanks for taking part.
Outcome 04 Quality of Housing
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 100%
- Number of applicants who refused a property after viewing it 0
- Number of gas supplies serviced 107
- Number of forced entries for gas service 10
Outcome 05 Repairs, Maintenance & Improvements
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 14
- Number of non-emergency repairs completed 267
- Average time to complete repairs 5.35 days
- Average time to complete emergency repairs 1 hour 18 mins
- Repairs completed right first time 94%
Outcome 06 Estate Management, Antisocial Behaviour, Neighbour Nuisance & Tenancy Disputes
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."
- Number of Neighbour Complaints resolved 11
- Average time to resolve neighbour complaints 6 days
- 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.
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 3335
- Number of new tenancies 8
- Homeless families housed 5
| 1 Bedroom | 2 Bedrooms | 3 Bedrooms | 4+ Bedrooms | |
|---|---|---|---|---|
| Houses | 0 | 0 | 2 | 0 |
| Flats | 1 | 5 | 0 | 0 |
| Sheltered / Amenity | 0 | 0 | 0 | 0 |
| Wheelchair / Medically Adapted | 0 | 0 | 0 | 0 |
Outcome 10 Access to Social Housing
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
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."
- Number of failed tenancies 1
- Number of abandoned properties 0
- Number of decorating packs issued 6
Outcome 13 Value for Money
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."
- Average time taken to relet empty homes 25 days
- Rent lost on properties relet this month £2338.73
Outcome 14 & 15 Rents & Service Charges
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 details of any individual items of expenditure above thresholds agreed between landlords and tenants
- Rent arrears £215,448
- Arrears as a percentage of our rental income 2.89%
- Court actions raised for rent arrears 0
- Evictions for rent arrears 0