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OWNER: BUDGET & HOUSING PERFORMANCE GROUP

PRODUCED BY: QA&PM TEAM

LAST PRINTED/UPDATED: SEPTEMBER 2019

Budget & Housing Performance Group Monthly Housing Performance Report

EARLY INTERVENTION AND COMMUNITY EMPOWERMENT

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CONTENTS PAGE

Tenant Participation Scorecard 3

1.0 Value for Money 1.1 Gross Rent Arrears 4 1.2 Void Rent Loss 5

2.0 Housing Quality & Maintenance

2.1 Emergency repairs 6 2.2 Non-Emergency repairs 7 2.3 Repairs Appointments 8 2.4 Repairs Satisfaction 9

3.0 Access to Housing

3.1 Void re-let time 10 3.2 Housing Lists 11 3.3 Offers 12 3.4 Relets 13

4.0 Neighbourhood & Community

4.1 Anti-Social Behaviour 14

5.0 Communication

5.1 Overall Satisfaction 14

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Tenant Participation

Report Type: Scorecard Report

Report Author: Guy Bergman

Generated on: 26 September 2019

Name

Tenant Participation

Date Range

Code Description Last Update

Current

Value

Current

Target

2017/18 Traffic

Light Icon Value

HOUKPIT1a The current number of Tenant Groups August 2019 51

HOUKPIT1b % of Tenant Groups that are Registered (RTO) August 2019 35.3% 35%

HOUKPIT2a Annual Tenant Participation budget 2019/20 £150,000 £200,124

HOUKPIT2b YTD Tenant Participation budget used August 2019 £38,777 £86,775

HOUKPIT2c YTD % of Tenant Participation budget used August 2019 25.9% 43.4%

HOUKPIT3 Average annual spend per household 2018/19 £4.78 £4.05

HOUKPIT4 % of Tenants who responded to our Annual Rent Consultation 2018/19 0.8% 12%

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1.0 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.

1.1 Gross Rent Arrears as a % of Rent due

The calculation for this indicator is: Current Arrears + Former Arrears + Write Offs / by Total Rent Due for the year.

• Gross Rent Arrears has increased to 7.85%. This is higher than the 2018/19 Local Authority average of 6.9% and higher than our 2018/19 year-end figure of 6.86%.

• The Local Authority average increased 6.9% in 2018/19 an increase from the 6.36% recorded in 2017/18.

• The Gross Rent Arrears Local Authority average has increased every year since charter recording began.

LARGE LOCAL AUTHORITIES: GROSS RENT ARREARS 2018/19

Fife Council 9.05%

North Lanarkshire Council 8.31%

City of Edinburgh Council 8.06%

Aberdeen City Council 6.86%

South Lanarkshire Council 6.78%

Glasgow Housing Association 3.85%

7.85%

0%

2%

4%

6%

8%

10%

Gross Rent Arrears %

5.29%4.63%

5.30%

6.86%

0%

2%

4%

6%

8%

2015/16 2016/17 2017/18 2018/19

Gross Rent Arrears % Annual

Aberdeen City LA Average 2018/19

2016/17 2017/18 2018/19 LA Average

4.63% 5.30% 6.86% 6.90%

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

6.31% 6.98% 6.45% 6.98% 7.85%

Rent Arrears: Indicator 31 Gross Rent Arrears as a % of Rent Due

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1.2 Void Rent Loss

• Void Rent loss on empty properties is currently 1.55% and has increased from last months 1.50%. • In monetary terms year to date void rent loss equates to £589,016 of rental income lost in 2019/20.

1.55%

0.00%

0.50%

1.00%

1.50%

2.00%

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

Void Rent Loss %

2016/17 2017/18 2018/19 LA Average

0.98% 1.19% 1.47% 0.88%

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

1.66% 1.38% 1.43% 1.50% 1.55%

Void Rent Loss: Indicator 34 Percentage of rent due lost through properties being empty

1.66%

0.98%1.19%

1.47%

0.00%

0.50%

1.00%

1.50%

2.00%

2015/16 2016/17 2017/18 2018/19

Void Rent Loss % Annual

Aberdeen City LA Average 2018/19

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2.0 Housing Quality & Maintenance

Social landlords ensure 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.

2.1 Emergency Repairs (Hours)

• The average length of time taken to complete Emergency repairs was 2hrs 57 minutes. This is lower than the 2017/18 year-end figure of 3hrs 18 minutes and is lower than the 2018/19 Local Authority average of 4hrs 4 minutes.

2.95

2.40

2.60

2.80

3.00

3.20

3.40

Apr May June Jul Aug Sep Oct Nov Dec Jan Feb Mar

Average length of time taken to complete Emergency Repairs

5.113.20 3.30 3.02

0.00

5.00

10.00

2015/16 2016/17 2017/18 2018/19

Average length of time taken to complete Emergency Repairs

Annual

Aberdeen City LA Average 2018/19

2016/17 2017/18 2018/19 LA Average

3.20 3.30 3.20 4.07

Apr May June Jul Aug Sep Oct Nov Dec Jan Feb Mar

3.20 2.75 2.85 2.95

3h12m 2h45m 2h51m 2h57m

The year to date average length of time taken to complete emergency repairs (hrs)

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2.2 Non-Emergency Repairs (Days)

• The year to date average length of time taken to complete non-emergency repairs was 5days 4hrs. This is lower than our 17/18 year-end figure of 7days 11hrs and below the 18/19 Local Authority Average of 7days 13 hours.

5.18

5.00

5.20

5.40

5.60

Apr May June Jul Aug Sep Oct Nov Dec Jan Feb Mar

Average length of time taken to complete Non-Emergency Repairs

YTD

6.13 6.537.46 7.46

0.00

5.00

10.00

2015/16 2016/17 2017/18 2018/19

Average length of time taken to complete Non-Emergency Repairs

Annual

Aberdeen City LA Average 2018/19

2016/17 2017/18 2018/19 LA Average

6.53 7.46 4.88 7.53

Apr May June Jul Aug Sep Oct Nov Dec Jan Feb Mar

5.54 5.29 5.18

5d13h 5d7h 5d4h

The year to date average length of time taken to complete non emergency repairs (days)

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2.3 Percentage of Repairs Appointments Kept

• The % of Repairs Appointments kept was 99.5%. This is a decrease on the year-end figure of 99.3%.

99.47%

99.44%

99.45%

99.46%

99.47%

99.48%

Apr MayJune Jul Aug Sep Oct Nov Dec Jan Feb Mar

% of Repairs Appointments kept YTD

81.45%98.93% 99.92% 99.29%

0.00%

50.00%

100.00%

2015/16 2016/17 2017/18 2018/19

% of Repairs Appointments kept Annual

Aberdeen City

2016/17 2017/18 2018/19 LA Average

98.93% 99.92% 99.29% 0.00%

Apr May June Jul Aug Sep Oct Nov Dec Jan Feb Mar

99.47% 99.45% 99.47%

Percentage of repairs appointments kept

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2.4 Repairs & Maintenance Satisfaction

• The % of Tenants satisfied with the Repairs and Maintenance service was 91.4%. This is slightly higher than the 2017/18 year-end figure of 95% and above the Local Authority Average of 90.57%.

91.35%

80%

82%

84%

86%

88%

90%

92%

Apr May June Jul Aug Sep Oct Nov Dec Jan Feb Mar

% Satisfaction with the Repairs and Maintenance Service

95.20% 95.90% 95.00% 95.20%

85%

90%

95%

100%

2015/16 2016/17 2017/18 2018/19

% of Satisfaction with the Repairs and Maintenance Service Annual

Aberdeen City LA Average 2018/19

2016/17 2017/18 2018/19 LA Average

95.90% 94.98% 95.20% 90.57%

Apr May June Jul Aug Sep Oct Nov Dec Jan Feb Mar

91.35% 91.35% 91.35% 91.35%

Percentage of tenants who have had repairs or maintenance carried out in the last 12 months satisfied

with the repairs and maintenance service

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3.0 Access to 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 their prospects of being housed.

3.1 Void Re-let Times

• The year to date average re-let time is 64.3 days. This is well above the 2018/19 Local Authority average of 33.8 days and higher than our 2018/19 year-end figure of 53.8 Days.

64.3

61

62

63

64

65

66

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

Average time to re-let properties YTD

104.4

51.6 49.9 53.8

0

50

100

150

2015/16 2016/17 2017/18 2018/19

Average time to re-let properties Annual

Aberdeen City LA Average 2018/19

2016/17 2017/18 2018/19 LA Average

51.6 49.9 53.8 33.8

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

65.6 63.5 64.4 62.9 64.3

Re-lets: Indicator 35 Average time to relet properties

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3.2 Housing Lists

• There have been 1713 new applicants added to the housing lists year to date.

• In August 2019/20 there were 6,355 applicants on the housing list.

• In August 2019/20 there were 371 properties available to re-let.

YTD 2016/17 2017/18 2018/19 LA Average

1713 3675 3675 4224 0.0

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

304 397 334 377 301

Housing Lists: C10 The number of new applicants added to the housing list

2016/17 2017/18 2018/19 LA Average

6631 6236 6240 0.0

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

6204 6231 6297 6321 6355

Housing Lists: C10 The number of applicants on the housing list

2015/16 2016/17 2017/18 2018/19

214 168 266 333

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

325 284 329 355 371

Re-lets: Number of void properties available to relet

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3.3 Offers

• YTD 1556 offers were made and 766 were refused. This equates to 49.2% of all offers being refused.

• The five most common Refusal Reasons were: 1. Wants Application Cancelled 2. Not interested in Area 3. No response to offer letter 4. Personal Reasons 5. Health Reasons.

0%

2%

4%

6%

8%

10%

12%

14%

0

10

20

30

40

50

60

70

80

Refusal Reasons by Category

Number %

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3.4 Relets

Waiting List 283 40%

Homeless 347 36%

Transfer List 202 24%

Total 832 100%

40%

36%

24%

Relets by Type

Waiting List Homeless Transfer List

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4.0 Neighbourhood & Community

Social landlords, working in partnership with other agencies, help to ensure that: tenants and other customers live in well-maintained neighbourhoods where they feel safe.

4.1 Anti-Social Behaviour

There have been 1771 Anti-Social Behaviour cases YTD in 2019/20.

2016/17 2017/18 2018/19 LA Average

3824 4515 4209 N/A

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

319 694 1092 1431 1771

Anti-Social Behaviour: Indicator 19 No of cases of anti-social behaviour reported

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5.0 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 that the landlord provides.

5.1 Satisfaction with overall Service

• The satisfaction of new tenants with the overall service received was 86.1% in August 2019/20. This is a slight decrease from the 84.1% satisfaction

recorded in the previous month.

86.1%

50%

60%

70%

80%

90%

100%

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

Satisfaction of new tenants with overall service recieved

85.9%89.3% 88.7%

84.1%

75%

80%

85%

90%

95%

100%

2015/16 2016/17 2017/18 2018/19

Satisfaction of new tenants with overall service recieved Annual

2015/16 2016/17 2017/18 2018/19

85.9% 89.3% 88.7% 84.1%

Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

88.9% 88.9% 88.9% 86.1%

Moving in: Satisfaction with the overall service received