HOUSING PERFORMANCE REPORT - Aberdeen...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

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HOUSING PERFORMANCE REPORT

OWNER: BUDGET & HOUSING PERFORMANCE GROUP

GROUP PRODUCED BY: QA&PM TEAM

LAST PRINTED/UPDATED: OCTOBER 2019

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CONTENTS PAGE

Tenant Participation Scorecard 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

Report Author: Guy Bergman

Generated on: 22 October 2019

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 September

2019 51

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

2019 35.3% 35%

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

HOUKPIT2b YTD Tenant Participation budget used September

2019 £50,719 £100,768

HOUKPIT2c YTD % of Tenant Participation budget used September

2019 34% 50.2%

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

HOUKPIT4 % of Tenants who responded to our Annual Rent Consultation 2018/19 0.8% 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 was 86.1% in This is a slight increase from our 2018/19 satisfaction of

84.1%.

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

85.90%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%

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 decreased to 7.41%. This is slightly 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.

7.41%

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%

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

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2.2 Void Rent Loss

• Void Rent loss on empty properties is currently 1.61% and has increased from last months 1.55%. • In monetary terms year to date void rent loss equates to £701,121 of rental income lost in 2019/20.

1.61%

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% 1.00%


1.66% 1.38% 1.43% 1.50% 1.55% 1.61%

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 was 4hours 1minute. This is higher than the 2018/19 year-end figure of 3hours 20minutes.

4.03

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 3.02

0.00

5.00

10.00

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

Average length of time taken to complete Emergency Repairs

Annual


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

3h12m 2h45m 2h51m 2h57m 3h39m 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 was 5days 4hrs.

5.17

4.50

5.00

5.50

6.00


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


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

5d13h 5d7h 5d4h 5d3h 5d43m 5d4h

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 was 99.29%. This is the same performance as in the previous month.

99.29%

99%

99%

99%

99%

100%

100%

100%


% 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


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%

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 was 92.34%. This is slightly lower than the 2018/19 year-end figure of 95.2% and exceeds the Local Authority Average of 86.9%.

92.34%

80%

85%

90%

95%


% Satisfaction with the Repairs and Maintenance Service

95.20% 95.90% 95.00% 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%

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 64.5 days. This is well above the 2018/19 Local Authority average of 35.9 days and higher than our 2018/19 year-end figure of 53.8 Days.

64.5

61

62

63

64

65

66


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

Re-lets: Indicator 30 Average time to relet properties

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4.2 Housing Lists

• There have been 1986 new applicants added to the housing lists year to date.

• In August 2019/20 there were 6,361 applicants on the housing list.

• In September 2019/20 there were 392 properties available to re-let.

6361

207392

0

1000

2000

3000

4000

5000

6000

7000


Housing Lists

Housing List New Applicants Properties Available

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

1986 3675 3675 4224 0.0


304 397 336 379 363 207

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

Housing Lists: The number of applicants on the housing list

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

214 168 266 333


325 284 329 355 371 392

Re-lets: Number of void properties available to relet

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4.3 Offers

• YTD 1855 offers were made and 924 were refused. This equates to a refusal rate of 49.8%.

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

0.%

2.%

4.%

6.%

8.%

10.%

12.%

14.%

0

10

20

30

40

50

60

70

80

90

100

Refusal Reasons by Category

Number %

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4.4 Relets

Waiting List relet 362 40%

Homeless relet 410 36%

Transfer List relet 253 24%

Total YTD relets: 1025 100%

40%

36%

24%

Relets by Type

Waiting List Homeless 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 2,127 Anti-Social Behaviour cases YTD in 2019/20.

• Hi-fi equated to 55% of all Anti-social behaviour cases reported YTD.

2016/17 2017/18 2018/19 LA Average

3824 4515 4209 N/A


319 694 1092 1431 1771 2127

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

643576

294

15499 73 69 59 56 45 34 29 22 21 21 13 9 7

0

100

200

300

400

500

600

700

Anti-Social Behaviour by type

Documents

HOUSING PERFORMANCE REPORT - Aberdeen...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