Details of how our services are operating over the festive period, including registration offices, social work services and bin collections.
Housing annual performance report 2023/2024
Contents
Customer Landlord Relationship 2023/2024
We conduct a tenant satisfaction survey every two years through an independent market research company. The results of this survey contribute to our Annual Return on the Charter for the subsequent two reporting years. Our latest tenant survey was conducted in 2023 using face-to-face interviews with our tenants. Tenant feedback remained very positive, particularly regarding being kept informed and opportunities for participation.
Indicators
The overall tenant satisfaction rate increased from 81.2% to 86.6% in our latest survey. We are pleased that satisfaction results have increased despite the increased pressures on the authority and continue to stay above the local authority average of 80.3%. Most customer relationship indicators have shown an increase, and we will strive to continue tp provide good quality services and enhancing our relationship with our tenants.
Regarding complaints, our average time to respond has increased slightly but our performance of 4.6 working days (stage 1) and 15.5 working days (stage 2) is still below the SPSO target of 5 working days and 20 working days respectively. The percentage of complaints fully responded to within the year has improved compared to the previous year. Complaints provide valuable insights that help us enhance customer satisfaction, correct issues, and learn from mistakes.
We continue to offer our comments, compliments, and complaints system online, providing easier access for service users.
| Indicator description | 2021/22 | 2022/23 | 2023/24 | Local authority average | NLC performance direction |
|---|---|---|---|---|---|
| Percentage of tenants satisfied with the overall service provided by their landlord | 81.2% | 81.2% | 86.6% | 80.3% | Improved |
| Percentage of tenants who feel their landlord is good at keeping them informed about their services and decisions | 92.5% | 92.6% | 95.8% | 82.3% | Improved |
| Percentage of tenants satisfied with the opportunities given to them to participate in their landlord’s decision-making processes | 92.5% | 96.8% | 96.8% | 80.4% | Maintained |
| Percentage of complaints responded to in full Stage 1 | 97.5% | 98.4% | 100% | 94.9% | Improved |
| Percentage of complaints responded to in full Stage 2 | 91.5% | 92.2% | 96.9% | 86.2% | Improved |
| Average time in working days for a full response at Stage 1 | 4.1 | 4.4 | 4.6 | 7.1 | Within SPSO target |
| Average time in working days for a full response at Stage 2 | 16.7 | 13.9 | 15.5 | 18.9 | Within SPSO target |
Tenant Participation Team update
Tenant participation in our housing service continues to grow, with outstanding achievements in how we engage with our tenants; during 2023 we have experienced a 35% increase in applications for our NL in Bloom garden awards, helped establish nine new tenants and residents’ groups and in a first for the team, a gold accreditation award for tenant participation best practice.
Our annual progress review of the Tenant Participation Strategy highlights how we’re supporting and empowering tenants to get involved and play an active role in their housing service.
As part of our ‘Review, rebuild and reconnect’ focus for 2023/24, we carried out a full review of our tenant participation approach. This involved applying for formal tenant participation accreditation, in which we were successful in gaining a gold award.
There was also a notable increase in groups from underrepresented areas and in people from underrepresented population groups. It’s also been our best year for re-forming previously established groups and establishing new ones, with the inception of 9 new tenants and residents’ groups, one of which comprises a Ukrainian Tenants and Residents Association.
As well as supporting Tenants & Residents Groups the team continues to develop a variety of events and opportunities for tenants & residents to get involved in, with our most prominent event being our Annual Tenants Conference, which was held on 4th November 2023 at Newmains and St Brigid’s Community Hub. The conference theme was ‘Living Local’, where attendees heard about the Ambitious Plan for North Lanarkshire, Digital Support and Services available and received information on our Anti-Social Behavior Service. The event recorded our highest attendance figure and received excellent feedback.
This year’s conference will take place on 16 November at Riverbank Community Hub, Community Hub.
Please come and join us on 16 November.
Find out more about our Tenant Participation Team.