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
Housing Quality and Maintenance 2023/2024
Quality of housing repairs, maintenance and improvement
We are committed to ensuring all our tenants continue to live in a home that is safe, warm and in good condition. This is supported by the Scottish Social Housing Charter which requires us to show how well our homes meet the national quality standard, with good standards of service and choice.
We spent £ 59 million this year on repairs and maintenance to your homes, this included reactive, routine, planned works and legislative compliance works.
In 2023/24, 93.68% of tenants who had repairs carried out in the last 12 months were satisfied with the service which is 6.4% higher than the Scottish Local Authority average.
We continue to perform very well against the Scottish Local Authority average across all areas as demonstrated in the table below. In terms of our own comparison for previous years, we have increased performance across multiple indicators including significantly reducing our average timescales in completing emergency repairs to 2.8 hours compared with 3.31 hours the previous year. The timescale for emergency repairs is a priority for the service and has been improving since 2017.
The inception of the new Enterprise Contract with Mears Limited on 1st July 2024 brings a review of current performance monitoring requirements which will be implemented going forward, ensuring performance is maximised across all areas of the repair service.
We continue to improve our Housing stock as part of the Scottish Housing Quality Standard. We continue to exceed the Scottish Local Authority average. We have also increased our performance against the previous year from 80.4% to 84.8% for this year.
| Indicator Description | 2021/22 | 2022/23 | 2023/24 | Local authority average | NLC Performance direction |
|---|---|---|---|---|---|
| Percentage of homes meeting the Scottish Housing Quality Standard (SHQS) | 70.00% | 84.77% | 84.78% | 84.35% | Improved |
| Percentage of existing tenants satisfied with the quality of their home | 87.13% | 87.13% | 87.31% | 84.00% | Improved |
| Average length of time taken to complete emergency repairs - Hours | 3.18 | 3.31 | 2.8 | 4.00 | Improved |
| Average length of time taken to complete non-emergency repairs - Days | 6.19 | 6.84 | 6.8 | 9.00 | Maintained |
| Percentage of reactive repairs carried out in the last year completed right first time | 98.53% | 97.28% | 97.8% | 88.4% | Improved |
| Percentage of tenants who have had repairs or maintenance carried out in last 12 months satisfied with the repairs and maintenance service | 94.79% | 95.20% | 93.68% | 87.3% | Not improved |
Investment update
On average, £65m is invested back into our housing stock on an annual basis to help meet the challenges of ensuring our housing stock meets the required standards and legislative requirements such as the Scottish Housing Quality Standard and EESSH (Energy Efficiency Standard for Social Housing).
Our priority is keeping your home warm and comfortable and keeping your bills low. We aim to do this by striving to meet the latest energy efficiency standards.
Please see below some of the investments being made in your area as part of the capital investment programme.
A range of internal works to homes, including:
- Heating Installations – New Gas Central Heating & Electric Systems
- Window Replacement
- Insulation Upgrades
External Elements & Energy Efficiency Works:
- External Wall Insulation (where practicable)
- Roof Replacement
- PV Panel Installation
- Controlled Door Entry Renewals
Tower works and special projects:
- Sheltered Housing Warden Call Upgrades
- Sprinkler Installations – Coltswood & Redbridge
- Fire Door Replacement Low Rise Block
- Shawhead Demolition
- Blackburn Refurbishments
- Lift Replacements