housing performance report · • please note the satisfaction surveys are carried out for...

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HOUSING PERFORMANCE REPORT

OWNER: BUDGET & HOUSING PERFORMANCE GROUP

PRODUCED BY: QA&PM TEAM

LAST PRINTED/UPDATED: MARCH 2020

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CONTENTS PAGE

Tenant Participation 3

1.0 Communication

1.1 Overall Satisfaction 4

2.0 Value for Money 2.1 Gross Rent Arrears 5 2.2 Void Rent Loss 6

3.0 Housing Quality & Maintenance

3.1 Emergency repairs 7 3.2 Non-Emergency repairs 8 3.3 Repairs Appointments 9 3.4 Repairs Satisfaction 10

4.0 Access to Housing

4.1 Void re-let time 11 4.2 Housing Lists 12 4.3 Offers 13 4.4 Relets 14

5.0 Neighbourhood & Community

5.1 Anti-Social Behaviour 15

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Tenant Participation

Report Type: Scorecard Report

Generated on: 12 March 2020

Name

Tenant Participation

Date Range

Code Description Last Update

Current Value

Current Target

2018/19 Traffic Light Icon Value

HOUKPIT1a The current number of Tenant Groups February

2020 51

HOUKPIT1b % of Tenant Groups that are Registered (RTO) February

2020 35.3% 35%

HOUKPIT2a Annual Tenant Participation budget 2019/20 £150,000 £200,696

HOUKPIT2b YTD Tenant Participation budget used February

2020 £89,587 £100,768

HOUKPIT2c YTD % of Tenant Participation budget used February

2020 59.7% 50.2%

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

HOUKPIT4 % of Tenants who responded to our Annual Rent Consultation 2019/20 8.7% 0.8%

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1.0 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.

1.1 Satisfaction with overall Service

• The satisfaction of new tenants with the overall service received year to date is 73.7%. This is a slight decrease from the previous month where

satisfaction was 78.9%

73.7%

0%

20%

40%

60%

80%

100%

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

Satisfaction of new tenants with overall service recieved

85.90%89.30% 88.70%

84.10%

70%

80%

90%

100%

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

Satisfaction of new tenants with overall service recieved Annual

Aberdeen City LA Average 2018/19

2016/17 2017/18 2018/19 LA Average

89.3% 88.7% 84.1% 85.7%


88.9% 88.9% 88.9% 86.1% 86.1% 83.5% 82.1% 82.1% 78.9% 73.7%

Moving in: Satisfaction with the overall service received

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2.0 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.

2.1 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 9.14%. This is higher than the 2018/19 Local Authority average of 7.3% and higher than our 2018/19 year-end figure of 6.86%.

• The Local Authority average increased to 7.3% in 2018/19 an increase from the 6.7% recorded in 2017/18. The Gross Rent Arrears Local Authority average has increased every year since charter recording began.

9.14%

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


2016/17 2017/18 2018/19 LA Average

4.63% 5.30% 6.86% 7.30%


6.31% 6.98% 6.45% 6.98% 7.85% 7.41% 7.77% 8.58% 7.90% 8.72% 9.14%

Rent Arrears: Indicator 27 Gross Rent Arrears as a % of Rent Due

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2.2 Void Rent Loss

• Void Rent loss through empty properties is currently 1.81% and has increased from last months 1.80%. • In monetary terms year to date void rent loss equates to £1,484,940 of rental income lost year to date in 2019/20.

1.81%

0.00%

0.50%

1.00%

1.50%

2.00%


Void Rent Loss %

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


2016/17 2017/18 2018/19 LA Average

0.98% 1.19% 1.47% 0.88%


1.66% 1.38% 1.43% 1.50% 1.55% 1.61% 1.67% 1.73% 1.76% 1.80% 1.81%

Void Rent Loss: Indicator 18 Percentage of rent due lost through properties being empty

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3.0 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.

3.1 Emergency Repairs (Hours)

• The average length of time taken to complete Emergency repairs is 4 hours 1 minutes. This is higher than the 2018/19 year-end figure of 3 hours 12 minutes.

4.02

0.00

1.00

2.00

3.00

4.00

5.00

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 3.20

0.00

5.00

10.00

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

Average length of time taken to complete Emergency Repairs

Annual


2016/17 2017/18 2018/19 LA Average

3.20 3.30 3.20 4.07


3.20 2.75 2.85 2.95 3.66 4.03 3.64 3.77 3.81 4.08 4.02

3h12m 2h45m 2h51m 2h57m 3h39m 4h1m 3h38m 3h46m 3h48m 4h5m 4h1m

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

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3.2 Non-Emergency Repairs (Days)

• The year to date average length of time taken to complete non-emergency repairs is 5 days 15 hours.

5.62

4.50

5.00

5.50

6.00


Average length of time taken to complete Non-Emergency Repairs

YTD

6.13 6.537.46

4.88

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


2016/17 2017/18 2018/19 LA Average

6.53 7.46 4.88 7.80


5.54 5.29 5.18 5.13 5.03 5.17 5.23 5.33 5.40 5.62 5.62

5d13h 5d7h 5d4h 5d3h 5d43m 5d4h 5d5h 5d8h 5d9h 5d15h 5d15h

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

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3.3 Percentage of Repairs Appointments Kept

• The % of Repairs Appointments kept year to date is 99.24%. This is comparable to the previous month’s performance and this is better than the Local Authority Average of 95.20%.

• Year to date 14051 reactive repairs appointments were made and 13944 of these were kept.

• Note this indicator only includes repairs where an appointment was offered. Emergency and communal repairs are excluded due to these not having a scheduled appointment. Emergency repairs have a 4-hour response target where the tenant will wait for the emergency repair to be completed.

99.24%

95%

96%

97%

98%

99%

100%


% of Repairs Appointments kept YTD

81.45%98.93% 99.92% 99.29%

0%

50%

100%

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

% of Repairs Appointments kept Annual


2016/17 2017/18 2018/19 LA Average

98.93% 99.92% 99.29% 95.20%


99.47% 99.45% 99.47% 99.32% 99.29% 99.29% 99.24% 99.19% 99.19% 99.24% 99.24%

Percentage of repairs appointments kept

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3.4 Repairs & Maintenance Satisfaction

• The percentage of Tenants satisfied with the Repairs and Maintenance service is 91.47%. This is slightly lower than the 2018/19 year-end figure of 95.2% but higher than the Local Authority Average of 86.9%.

• Please note the satisfaction surveys are carried out for “in-house” repairs only and all contractor work is not included in this indicator.

91.47%

80%

85%

90%

95%


% Satisfaction with the Repairs and Maintenance Service

95.20% 95.90% 94.98% 95.20%

80%

85%

90%

95%

100%

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

% of Satisfaction with the Repairs and Maintenance Service Annual


2016/17 2017/18 2018/19 LA Average

95.90% 94.98% 95.20% 86.90%


91.35% 91.35% 91.35% 92.98% 92.34% 92.34% 91.50% 90.80% 90.92% 91.47% 91.47%

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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4.0 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.

4.1 Void Re-let Times

• The year to date average re-let time is 69.2 days. This is significantly higher than the 2018/19 Local Authority average of 35.9 days and higher than our 2018/19 year-end figure of 53.8 Days.

69.2

50

55

60

65

70

75


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


2016/17 2017/18 2018/19 LA Average

51.6 49.9 53.8 35.9


65.6 63.5 64.4 62.9 64.3 64.5 66.2 66.4 67.0 68.6 69.2

Re-lets: Indicator 30 Average time to relet properties

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4.2 Housing Lists

• There have been 3,263 new applicants added to the housing lists year to date.

• In February 2019/20 there were 5,974 applicants on the housing list.

• In February 2019/20 there were 447 properties available to re-let.

87

0

100

200

300

400

500

New Aplicants

5974

0

2000

4000

6000

8000

Housing List

447

0

100

200

300

400

500

Properties Available to let

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

3263 3675 3675 4224 0.0


304 398 339 381 366 347 329 295 221 196 87

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

2016/17 2017/18 2018/19 LA Average

6631 6236 6240 0.0


6204 6231 6297 6321 6355 6361 6335 6312 6146 6151 5974

Housing Lists: The number of applicants on the housing list

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

214 168 266 333


311 284 329 355 371 392 415 422 416 411 447

Re-lets: Number of void properties available to relet

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4.3 Offers

• Year to date 3,718 offers were made and 1,921 were refused or withdrawn. This equates to a refusal rate of 52%.

232

161

136 129

100

7365 60 53 49 43 41 35 34 30 29 28 26 20 20 19 18 15 14 9 9 9 8 7 7 6 5 3 2 1 1 1 1 1

%

2%

4%

6%

8%

10%

12%

14%

16%

18%

0

50

100

150

200

250

REFUSAL REASONS BY CATEGORY

Number %

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4.4 Relets

Homeless 749 40%

Waiting List 605 34%

Transfer List 488 26%

Total YTD Re-lets 1842 100%

40%

34%

26%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Relets by Type

Homeless Waiting List Transfer List

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5.0 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.

5.1 Anti-Social Behaviour

• There have been 3,824 Anti-Social Behaviour cases year to date in 2019/20. Hi-fi (Music) equated to 31% of all Anti-social behaviour cases reported.

2016/17 2017/18 2018/19 LA Average

3824 4515 4209 N/A


319 694 1092 1431 1771 2127 2429 2772 3033 3353 3684

Anti-Social Behaviour: Indicator 15 No of cases of anti-social behaviour reported

316 381 395 343 339 356 300 348 256 322 279

Monthly Cases

958

784

404

232136 101 101 75 75 60 56 54 33 25 25 19 12 9

0

200

400

600

800

1000

1200

Anti-Social Behaviour by type

housing performance report · • please note the satisfaction surveys are carried out for...

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