Linthouse Housing Association Ltd · Ardenglen Housing Association 959 Argyll Community Housing Association 5,140 Bridgewater Housing Association 846 Cernach Housing Association 794

Linthouse Housing Association Ltd

Annual Statistical Review 2018/19

June 2019

Linthouse Housing Association – Annual Statistical Review 2018/19 – June 2019 Page |2

Introduction

This is the 12th annual statistical review (ASR) report provided for members of the

RSL Quality and Efficiency Forum (QEF). The QEF comprises of members drawn

from the RSL sector in Scotland and meets on a quarterly basis to carry out

statistical, processes and best practice benchmarking.

This report contains some comparative information based on a number of Charter

Indicators and Contextual Indicators gathered by the Scottish Housing Regulator

(SHR) in the Annual Return on the Charter (ARC). The information has been

extracted from (i) the SHR’s website and (ii) the 2018/19 ARCs which members

provided in June 2019.

Appendix 1 shows all the information used in the body of the report for ease of

reference.

The report is divided into the following sections:

1. Landlord profile

2. Satisfaction

3. Housing quality and maintenance

4. Neighbourhood and community

5. Getting good value from rents and services charges

6. Rent arrears

7. Source of lets and tenancy sustainment

8. Complaints

9. Legal action

10. Staff turnover and sickness levels

11. Value for Money Scorecard

The following should be borne in mind:

◼ We have attempted to provide useful comparative information rather than

produce large volumes of information that may not be particularly meaningful. As

a result, not all Indicators are included.

◼ Members will need to carry out additional individual analysis which takes account

of their specific operating context. The report provides baseline information, but

individual performance depends on other factors such as historical results/trends,

performance against internal targets, operating context, and any other factors

that may impact upon Charter/Contextual Indicators and other KPIs. Where most

relevant, some trend information has been provided.


◼ Information given in relation to Linthouse, or the QEF, is as at March 2019 unless

otherwise stated. However, it should be noted that the SHR is not due to publish

the 2018/19 ARC results until autumn 2019, so national medians relate to the

2017/18 returns.

Caron Quinn

For the Quality & Efficiency Forum

June 2019


1. QEF members’ profiles

1.1 Total number of properties

(Contextual Indicator 17)

1.1.1 Linthouse Housing Association owns 1155 units and provides a factoring

service to 487 residential properties. It operates within the Glasgow City local

authority area.

1.1.2 The group’s members are noted below with information on stock numbers:

FIGURE 1.1 – NUMBER OF PROPERTIES IN OWNERSHIP (SEE NOTE 1 AT FOOT OF TABLE)

Name of RSL Number of Units

Ardenglen Housing Association 959

Argyll Community Housing Association 5,140

Bridgewater Housing Association 846

Cernach Housing Association 794

Cloch Housing Association 1,367

Cordale Housing Association 506

Craigdale Housing Association 367

Drumchapel Housing Co-operative 479

Dunbritton Housing Association 828

East Kilbride Housing Association 524

Easthall Park Housing Co-operative 695

Forgewood Housing Co-operative 216

Fyne Homes 1560

Garrion Peoples Housing Co-operative 252

Glasgow West Housing Association 1487

Govan Housing Association 1589

Knowes Housing Association 1036

Linthouse Housing Association 1155

New Gorbals Housing Association 2548

Oak Tree Housing Association 1737

Tollcross Housing Association 2260

West of Scotland Housing Association 3489


Name of RSL Number of Units

Whiteinch & Scotstoun Housing Association

1298

Wishaw & District Housing Association 973

Note 1 – This figure has been taken from the ARC section C17 which asks for the number of self-contained units in ownership plus the number of non-self-contained bed-spaces in ownership at March 2019.

1.2 Rents

(Charter Indicator 30 and Contextual Indicator 17)

1.2.1 For Linthouse, the total rent due in 2018/19 was £4,176,952 and a total of

£4,171,593 was collected. Details of the amounts of rent collected for all

group members are provided in section 5.2.

1.2.2 Figure 1.2 shows the average rents charged by QEF members broken down

by apartment size with the final row showing the group averages by number of

apartments.

1.2.3 The figures in the ARC do not take account of build type or age and it is

therefore not possible to carry out like-for-like comparisons in each category.

Individual members will, however, be more aware of their own stock, location

and other factors that may affect rent levels, and will be able to take these into

account when doing further analysis.

FIGURE 1.2 – AVERAGE RENT LEVELS – RENTS CHARGED IN 2018/19

1 apt 2 apt 3 apt 4 apt 5+ apt Overall

Ardenglen 47.83 68.80 75.90 84.51 96.21 76.46

Argyll Community 68.17 78.22 81.76 90.94 99.64 83.6

Bridgewater 49.42 89.08 92.17 95.56 109.64 93.75

Cernach 43.39 61.65 71.77 92.80 90.20 75.47

Cloch 70.54 79.48 88.74 100.92 114.64 88.71

Cordale 0.00 72.22 74.38 78.84 85.88 75.40

Craigdale 0.00 68.14 72.62 82.17 85.61 75.38

Drumchapel 0.00 78.72 79.42 93.19 101.90 83.65

Dunbritton 0.00 75.00 80.64 86.69 93.19 82.10

East Kilbride 65.80 78.10 86.54 97.19 97.91 87.42

Easthall Park 40.52 64.84 67.30 81.76 89.22 71.17

Forgewood 0.00 72.58 70.68 71.34 79.80 71.44

Fyne Homes 64.25 76.46 88.68 100.89 114.13 86.27

Garrion 0.00 67.97 72.76 94.39 0.00 74.57

Glasgow West 64.81 80.45 88.50 99.37 106.93 84.09


Govan 69.89 67.81 76.05 86.85 103.99 74.33

Knowes 0.00 68.80 73.95 82.25 97.77 77.25

Linthouse 52.49 63.01 74.52 81.60 100.12 70.55

New Gorbals 56.72 71.00 81.23 92.61 105.43 79.34

Oak Tree 61.06 75.16 82.35 91.73 102.25 82.31

Tollcross 0.00 63.78 71.74 86.99 97.35 72.5

West of Scotland 83.91 78.05 81.36 90.81 97.25 82.36

W'inch & S'toun 81.12 88.00 95.02 105.93 118.08 93.00

Wishaw 0.00 69.02 76.59 84.27 88.99 75.21

Average 2018/19 38.33 73.18 79.36 89.73 94.84 79.85

Average 2017/18 43.65 71.23 77.83 87.58 97.03 77.97

Average 2016/17 33.89 69.66 76.04 85.24 95.44 76.53

1.3 Average Rent Increases


1.3.1 Figure 1.3 shows the average rent increases applied by each group member

from 2016/17 to 2019/20.

FIGURE 1.3 – AVERAGE RENT INCREASES 2016/17 TO 2019/20

2016/17 2017/18 2018/19 2019/20

Ardenglen 1.50% 1.50% 3.00% 2.90%

Argyll Community 2.20% 3.50% 4.20% 3.70%

Bridgewater 1.50% 2.00% 2.00% 2.50%

Cernach 0.70% 2.00% 3.00% 2.40%

Cloch 1.30% 3.00% 3.60% 3.00%

Cordale 0.00% 2.00% 3.00% 2.40%

Craigdale 1.80% 1.80% 2.00% 2.90%

Drumchapel 1.50% 1.00% 3.00% 2.40%

Dunbritton 1.00% 2.00% 3.00% 3.00%

East Kilbride 1.80% 2.00% 3.00% 2.00%

Easthall Park 1.50% 2.00% 3.20% 3.30%

Forgewood 2.00% 2.00% 4.00% 3.10%

Fyne Homes 1.95% 2.11% 3.88% 3.30%

Garrion 2.00% 2.00% 4.00% 3.10%

Glasgow West 1.75% 2.50% 3.50% 2.15%

Govan 2.00% 1.50% 1.50% 1.50%

Knowes 2.00% 1.75% 2.60% 2.60%


2016/17 2017/18 2018/19 2019/20

Linthouse 5.00% 4.00% 2.90% 3.80%

New Gorbals 1.30% 2.50% 2.90% 2.75%

Oak Tree 0.70% 2.00% 3.60% 3.28%

Tollcross 1.50% 2.40% 3.00% 3.30%

West of Scotland 1.78% 1.90% 4.00% 3.40%

W'inch & S'toun 3.00% 3.00% 3.50% 3.00%

Wishaw 2.50% 3.00% 3.50% 2.40%

Averages 1.76% 2.23% 3.16% 2.84%

1.3.2 The overall rent increase for QEF members in 2019/2020 ranged from 1.50%

to 3.80%; the average was 2.84%.

2. Resident satisfaction

2.1 To reflect the increased focus on measuring resident satisfaction, the ARC

increased the number of Indicators in this area (in comparison to the APSR).

This section provides members’ results in relation to each of these.

2.2 Figures 2.1 to 2.8 show the proportion of tenants satisfied with various

aspects of Linthouse service; Figure 2.9 shows the proportion of owners

satisfied with the factoring service. For ease of reference, the specific

Indicators included in the ARC for Figures 2.1 to 2.9 are:

⚫ Figure 2.1 – percentage of tenants satisfied with the overall service

provided by their landlord (Indicator 1)

⚫ Figure 2.2 – percentage of tenants who feel their landlord is good at

keeping them informed about their services and decisions (Indicator 3)

⚫ Figure 2.3 – percentage of tenants satisfied with the opportunities given to

them to participate in their landlord’s decision-making processes (Indicator

6)

⚫ Figure 2.4 – percentage of tenants satisfied with the standard of their

home when moving in (Indicator 9)

⚫ Figure 2.5 – percentage of tenants satisfied with the quality of their home

(Indicator 10)


⚫ Figure 2.6 – percentage of tenants who have had repairs or maintenance

carried out in the last twelve months satisfied with the repairs and

maintenance service (Indicator 16)

⚫ Figure 2.7 – percentage of tenants satisfied with the management of the

neighbourhood they live in (Indicator 17)

⚫ Figure 2.8 – percentage of tenants who feel that the rent for their property

represents good value for money (Indicator 29)

⚫ Figure 2.9 – percentage of factored owners satisfied with the factoring

service they receive (Indicator 33)

2.3 The remainder of this section contains graphs with group members’ results.


FIGURE 2.1 – SATISFACTION WITH THE OVERALL SERVICE


FIGURE 2.2 – HOW GOOD THE LANDLORD IS AT KEEPING TENANTS INFORMED OF ITS SERVICES AND DECISIONS


FIGURE 2.3 – SATISFACTION WITH THE OPPORTUNITIES TO PARTICIPATE IN THE DECISION MAKING PROCESS


FIGURE 2.4 – NEW TENANTS SATISFIED WITH THE STANDARD OF THEIR HOME WHEN MOVING IN


FIGURE 2.5 – TENANTS SATISFIED WITH THE QUALITY OF THEIR HOME


FIGURE 2.6 – TENANTS SATISFIED WITH THE REACTIVE REPAIRS SERVICE IN THE LAST TWELVE MONTHS


FIGURE 2.7 – TENANTS SATISFIED WITH THE MANAGEMENT OF THE NEIGHBOURHOOD IN WHICH THEY LIVE


FIGURE 2.8 – PERCENTAGE OF TENANTS WHO FEEL THEIR RENT REPRESENTS VALUE FOR MONEY


FIGURE 2.9 – PERCENTAGE OF FACTORED OWNERS SATISFIED WITH THE OVERALL SERVICE


3. Housing quality and maintenance

3.1 Proportion of stock meeting Scottish Housing Quality Standard

(Charter Indicator 7)

3.1.1 Figure 3.1 shows the proportion of properties currently meeting the SHQS.

FIGURE 3.1 – PROPORTION OF STOCK MEETING THE SHQS.

3.1.2 The group’s current average is 93.04% compliance, with this forecast to rise

to 94.08% by March 2020. As a point of interest, last year’s ARC had

predicted an average of 93.47% compliance by March 2019 – the group’s

average is slightly down on the figure predicted.


3.2 EESSH

(Charter Indicator C33 & C34)

3.2.1 Figure 3.2 shows the proportion of properties currently meeting the EESSH

Standard.

FIGURE 3.2 – PROPORTION OF STOCK MEETING THE EESSH

Key: Series 1 = Actual at March 2019, Series 2 = Projected to March 2020

3.2.2 The group’s current average is 89.35% compliance with this expected to rise

to 93.87% by March 2020. As a point of interest, last year’s ARC had

predicted an average of 91.31% compliance by March 2019 – the group’s

average is lower than anticipated.


3.3 Length of time to complete emergency repairs


3.3.1 Figure 3.3 reports the average number of hours to complete emergency

repairs.

FIGURE 3.3 – AVERAGE HOURS TO COMPLETE EMERGENCY REPAIRS

Key: 2017/18 figures, 2018/19 figures

3.3.2 Members took between 0.79 and 5.42 hours on average to complete

emergency repairs, the overall QEF average being 2.36 hours (2016-17 figure

was 2.52 hours, 2017-18 was 2.41 hours). Linthouse took 3.69 hours.


3.4 Length of time to complete non-emergency repairs and repairs

appointments (Charter Indicators 12 and 14)

3.4.1 This section considers the length of time in days taken by landlords to

complete non-emergency repairs.

FIGURE 3.4 – AVERAGE WORKING DAYS TO COMPLETE NON-EMERGENCY REPAIRS


3.4.2 Members took between 2.12 and 7.82 days on average to complete non-

emergency responsive repairs, the overall QEF average being 4.54 days

(2016-17 figure was 4.17 days, 2017-18 figure was 4.25 days). Linthouse

took 4.06 days.

3.4.3 Eight group members operate an appointment system for some, or all, of their

non-emergency repairs. Figure 3.5 contains details of these.

FIGURE 3.5 – REPAIRS APPOINTMENTS – 2018/19

Appointments

Kept Appointments

Made Percentage

Ardenglen 2219 2436 91.09%

Argyll Community 10606 12101 87.65%

Craigdale 878 878 100.00%

East Kilbride 291 296 98.31%


Appointments

Kept Appointments

Made Percentage

Easthall Park 605 629 96.18%

Knowes 68 68 100.00%

West of Scotland 2734 2976 91.87%

Wishaw 1295 1329 97.44%

3.5 Proportion of repairs completed right first time


3.5.1 To be reported as being completed right first time, a repair must be

completed:

⚫ In time; and

⚫ Without the need to return to address the same repair within twelve

months

Right first time applies to non-emergency responsive repairs but members

should refer to some exceptions listed in the technical guidance published by

the SHR.

3.5.2 Figure 3.6 shows that members completed between 79.22% and 99.61% of

their non-emergency repairs right first time. The group average was 91.65%

(93.71% in 2016/17, 92.72% in 2017/18) and Linthouse level was 93.26%.

FIGURE 3.6 – REPAIRS COMPLETED RIGHT FIRST TIME – 2018/19



3.6 Average number of repairs per unit (Contextual Indicator C13)

3.6.1 Figure 3.7 below shows that members carried out an average of 2.65 to 5.21

repairs per unit - overall group average was 3.49 per unit [3.56 per unit in

2016/17, 3.50 per unit in 2017/18]: Linthouse average was 3.54 per unit.

Individual RSLs will have to take account of the type of stock they have and

the level of void work carried out when using these figures to help analyse

performance. The number of repairs per unit tends to be lower for members

whose stock is newer and, conversely, members with older and/or a high

proportion of non-traditional stock appear to carry out a higher proportion of

repairs.

FIGURE 3.7 – AVERAGE NUMBER OF REPAIRS PER UNIT – 2018/19

3.7 Gas safety


3.7.1 Figure 3.8 shows the percentage of properties whose annual gas service in

2018/19 was carried out within twelve months of the previous servce – results

range from 99.72% to 100%. The group average was 99.97% of gas

inspections were carried out in time (the average result for 2016/17 was

99.89%, 2017/18 was 99.78). Linthouse result was 99.72%.


FIGURE 3.8 – PROPORTION OF PROPERTIES WITH A GAS SAFETY CHECK AND RECORD COMPLETED BY

ANNIVERSARY

4. Neighbourhood and community

4.1 This section contains information on the number of cases of anti-social

behaviour reported in 2018/19, the number resolved and whether the

resolution was within locally agreed targets. It is for individual RSLs to decide

what their locally agreed targets are, normally in discussion with other

partners including the local authority and in consultation with tenants and

other stakeholders. As a result, levels will vary from one landlord to another.

4.2 Proportion of ASB cases resolved within locally agreed targets


4.2.1 Figure 4.1 shows the percentage of cases resolved; details of numbers are

included in the appendix. When considering the proportion of cases

unresolved at March 2019, it should be noted that these could include cases

notified to landlords towards the end of March and subsequently resolved

within target in early April.


FIGURE 4.1 – PROPORTION OF ASB CASES RESOLVED WITHIN TARGET, OUTWITH TARGET AND NOT

RESOLVED BY 31 MARCH 2019

RSL Resolved

within target Resolved out with

target Not resolved by

31.3.19

Ardenglen 94.23% 0.00% 5.77%

Argyll Community 91.67% 2.90% 5.43%

Bridgewater 34.48% 31.03% 34.48%

Cernach 88.24% 11.76% 0.00%

Cloch 96.21% 1.52% 2.27%

Cordale 100.00% 0.00% 0.00%

Craigdale 100.00% 0.00% 0.00%

Drumchapel 100.00% 0.00% 0.00%

Dunbritton 100.00% 0.00% 0.00%

East Kilbride 94.44% 5.56% 0.00%

Easthall Park 98.28% 1.72% 0.00%

Forgewood 100.00% 0.00% 0.00%

Fyne Homes 98.46% 0.00% 1.54%

Garrion 100.00% 0.00% 0.00%

Glasgow West 82.88% 0.00% 17.12%

Govan 77.78% 21.37% 0.85%

Knowes 85.42% 8.33% 6.25%

Linthouse 92.42% 0.00% 7.58%

New Gorbals 96.77% 0.00% 3.23%

Oak Tree 94.44% 0.00% 5.56%

Tollcross 89.01% 10.44% 0.55%

West of Scotland 93.17% 4.68% 2.16%

W'inch & S'toun 98.88% 1.12% 0.00%

Wishaw 93.33% 2.22% 4.44%

4.2.3 In order to allow some comparison between group members of the number of

anti-social cases reported, Figure 4.2 shows the number of cases received in

the year per 100 units in ownership.


FIGURE 4.2 – NUMBER OF ANTI-SOCIAL CASES REPORTED PER 100 UNITS IN OWNERSHIP

4.2.4 The number of cases per 100 units in ownership ranged from 1.2 to 25.0, with

the group average being 7.2 cases per 100 units (6.8 in 2016/17, 7.1 in

2017/18), and Linthouse receiving 5.7 per 100 units.

4.3 Evictions for anti-social behaviour

(Charter Indicator 24.2)

4.3.1 Seven members carried out evictions in 2018/19 that related to anti-social

behaviour (five members in 2016/17, nine members 2017/18). These are

noted in Figure 4.3.

FIGURE 4.3 – EVICTIONS RELATED TO ANTI-SOCIAL BEHAVIOUR

Argyll Community 3

Cernach 1

Cordale 1

Glasgow West 1

Knowes 1

Oak Tree 4

Wishaw 2


5. Good value from rents and service charges

5.1 Voids and days to re-let

(Charter Indicators 34 and 35)

5.1.1 This section looks at void losses in relation to rental income and the average

time taken by each RSL to re-let empty properties. Each of these indicators is

important, but the days to re-let is perhaps a more meaningful indicator of

efficiency as this shows how quickly an RSL is re-letting its properties

whereas efficient re-letting performance can be skewed by a high turnover.

5.1.2 Figure 5.1 provides the total void loss for 2018/19 (general needs and

supported) whilst Figure 5.2 provides trend information covering the last four

years on days to re-let. It is acknowledged that long void periods relating to

supported accommodation can sometimes skew the overall days to re-let

figure, however the ARC does not separate mainstream and supported

accommodation. Members with high levels of supported accommodation/

disproportionate supported accommodation losses will therefore have to take

this into account when considering their ranking in relation to the rest of the

group. Please note that the losses noted in Figure 5.1 relate to void losses on

dwellings and excludes lockups.

FIGURE 5.1 – PERCENTAGE VOID LOSSES IN 2018/19

% Void Losses

Ardenglen 0.14%

Argyll Community 1.49%

Bridgewater 0.89%

Cernach 0.26%

Cloch 0.74%

Cordale 0.36%

Craigdale 0.02%

Drumchapel 0.16%

Dunbritton 0.09%

East Kilbride 0.06%

Easthall Park 0.12%

Forgewood 0.14%

Fyne Homes 1.18%

Garrion 0.04%

Glasgow West 0.63%

Govan 0.78%

Knowes 0.22%

Linthouse 0.90%


% Void Losses

New Gorbals 0.87%

Oak Tree 0.94%

Tollcross 0.34%

West of Scotland 0.52%

W'inch & S'toun 0.77%

Wishaw 0.11%

Group Average 0.49%

5.1.3 The following is noted:

◼ Linthouse rent loss due to voids equated to 0.90% of its annual rental

income

◼ Its rank in the group is 20th (with 1st being lowest rent loss)

◼ The QEF average is 0.49%

◼ The Scottish median is 0.63%

◼ A void loss of 0.90% places Linthouse in the middle performance quartile

which covers a loss of 0.41% to 0.91%

5.1.4 Figure 5.2 (over) shows the days taken by Linthouse to re-let empty

properties. The following is noted:

◼ Linthouse took an average of 25.75 days to re-let its empty properties

◼ Its rank in the group is 18th (with 1st being the least number of days to re-

let)

◼ The group average is 17.94 days

◼ The Scottish median is 20.24 days

◼ A re-let period of 25.75 days puts Linthouse in the middle performance

quartile which covers 15.18 to 27.03 days

5.1.5 As noted above, members should bear in mind when comparing days to re-let

and void losses that some members will inevitably experience higher figures

given the nature of their client group and/or areas of operation. Similarly,

some members have begun to operate a common housing register and/or

choice-based lettings and this can lead to increases in re-let times.


FIGURE 5.2 – DAYS TO RE-LET 2015/16 TO 2018/19


5.2 Rent collected as a percentage of total rent due


5.2.1 Figure 5.3 provides details of the total rent collected in 2018/19 as a

proportion of the total rent due.

FIGURE 5.3 – RENT COLLECTED AS A PROPORTION OF RENT DUE IN 2018/19

key: 2017/18 data, 2018/19 data

5.2.2 Linthouse collected 99.87% of rent due in 2018/19 compared to a group

average of 99.74% (99.38% for 2016/17, 99.27% for 2017/18).


6. Rent Arrears

6.1 Gross rent arrears – all current tenant and former tenant amounts


6.1.1 Figure 6.1 on the next page shows total gross rent arrears reported by the

group at 31 March 2019 plus details of the previous four years in order to

show trends. The following is noted:

◼ Linthouse total gross rent arrears equated to 7.84% of its rental income

◼ Its rank in the group is 23rd (with 1st having the lowest gross rent arrears)

◼ The QEF average is 3.67%

◼ The Scottish median is 3.95%

◼ Gross arrears of 7.84% places Linthouse in the bottom performance

quartile which covers 4.96% to 10.61%

6.1.2 The QEF average is slightly better than the Scottish median.

6.1.3 Of the group’s 24 members who took part in this analysis, 17 are below the

Scottish median of 3.95%


FIGURE 6.1 – GROSS ARREARS AT 31 MARCH 2019


6.2 Former tenant arrears levels and amounts written-off

(Contextual Indicator C23)

6.2.1 Figure 6.2 shows the level of former tenant rent arrears at 31 March 2019 and

the amount written off during the year (shown as a percentage of the former

tenant arrears level reported). It should be borne in mind that the calculation

takes account of the cumulative former tenant rent arrears balances and not

just those accrued in the last financial year.

FIGURE 6.2 – FORMER TENANT ARREARS AMOUNTS AND PROPORTION WRITTEN OFF

RSL

Amount of former tenant arrears at

31 March

Proportion written off (as a %age of total amount)

Ardenglen 37,706 50.32%

Argyll Community 474,395 36.50%

Bridgewater 20,926 21.33%

Cernach 18,991 8.41%

Cloch 72,119 57.99%

Cordale 12,157 90.27%

Craigdale 7,621 46.27%

Drumchapel 22,131 26.14%

Dunbritton 28,037 43.36%

East Kilbride 44,084 0.00%

Easthall Park 21,987 56.79%

Forgewood 6,248 38.92%

Fyne Homes 99,555 23.39%

Garrion 13,314 57.01%

Glasgow West 43,770 11.72%

Govan 147,188 49.94%

Knowes 34,825 59.14%

Linthouse 126,689 0.00%

New Gorbals 147,098 36.56%

Oak Tree 74,941 52.19%

Tollcross 75,396 19.06%

West of Scotland 153,241 48.79%

W'inch & S'toun 182,496 47.22%

Wishaw 41,913 22.00%

AVERAGE 79,451 37.64%

6.2.2 In order to allow some comparison, Figure 6.3 below shows the amount of

former tenant arrears per unit in ownership and, of this, how much was written

off in 2018/19. The amount shown in teal represents the amount written off

and the amount shown in grey is the amount carried forward into the current

year.


FIGURE 6.3 – FORMER TENANT ARREARS PER UNIT AND AMOUNT WRITTEN OFF

6.2.3 The figure shows that Linthouse total former tenant rent arrears level equates

to £0.00 written off per unit compared to a group average of £18.36 (group

average was £25.33 in 2016/17, £19.07 in 2017/18). The Association wrote

off 0.00% of its former tenant arrears, compared to a group average of

37.64% (group average was 44.90% in 2016/17, and 39.10% in 2017/18).

7. Source of lets and tenancy sustainment

7.1 Source of lets


7.1.1 Figure 7.1 on the next page shows the proportion of lets in each source

category as outlined in Contextual Indicator 8 – existing tenants, those

assessed as homeless by the local authority (both Section 5 referrals and

non-Section 5 statutory homeless), housing list applicants, local authority

nominations, and “other”.


FIGURE 7.1 – PROPORTION OF LETS BY SOURCE


7.1.2 The figures above are primarily for information rather than to assess

performance, and there is therefore no further analysis apart from the column

on the right-hand side of the table showing QEF averages. Some members

may find the data useful when agreeing lettings quotas (where these are still

used) or discussing the degree to which they are contributing to the alleviation

of homelessness.

7.1.3 When comparing their outturn statistics with those reported by others,

members must bear in mind that local circumstances will have a bearing on

the figures – for example, whether the local authority continues to have its

own housing stock.

7.1.4 It is also the case that not all lets to homeless people (some of whom may be

statutorily homeless) are recorded in the Section 5 category. Some members,

for example, may re-house homeless households through a CHR or Housing

Options as direct applicants represented the best route, at the time, for the

applicant. As noted, the table is for information rather than to assess

performance, as the number of different routes into housing and types of list

being operated by RSLs makes performance comparison difficult.

7.2 Tenancy sustainment


7.2.1 This Indicator measures the number of tenancies let during 2017/18 that

lasted at least twelve months. Figure 7.2 shows sustainment figures reported

in the 2018/19 ARC and the percentages reported in the previous ARC for

comparative purposes. The figure shows overall sustainment levels (i.e. for

lets via all sources); a breakdown of sustainment by source is shown in Table

7.2(b) in Appendix 1.

TABLE 7.2 – TENANCY SUSTAINMENT – 2014/15 TO 2017/18

RSL

%age of tenancies

beginning in 2014/15

sustaining for >12 mths

%age of tenancies



%age of tenancies



%age of tenancies



Ardenglen 87.14% 92.22% 89.58% 89.58%

Argyll Community 91.97% 88.33% 85.22% 85.22%

Bridgewater 81.25% 91.18% 86.36% 86.36%

Cernach 92.86% 92.96% 97.22% 97.22%

Cloch 88.00% 93.55% 83.43% 83.43%

Cordale 89.19% 96.88% 85.00% 85.00%


RSL

%age of tenancies



%age of tenancies



%age of tenancies



%age of tenancies



Craigdale 83.33% 94.12% 85.71% 85.71%

Drumchapel 96.97% 95.24% 95.24%

Dunbritton 94.85% 88.00% 92.11% 92.11%

East Kilbride 96.55% 91.30% 95.45% 95.45%

Easthall Park 83.33% 92.31% 97.37% 97.37%

Forgewood 100.00%

Fyne Homes 92.35% 79.06% 82.77% 82.77%

Garrion 93.75%

Glasgow West 92.08% 96.70% 93.44% 93.44%

Govan 81.04% 80.53% 85.05% 85.05%

Knowes 87.76% 87.38% 89.09% 89.09%

Linthouse 90.70% 88.66% 90.91% 90.91%

New Gorbals 93.02% 92.90% 94.22% 94.22%

Oak Tree 82.78% 90.75% 85.41% 85.41%

Tollcross 95.26% 89.33% 97.98% 97.98%

West of Scotland 91.90% 91.22% 93.06% 93.06%

W'inch & S'toun 98.17% 95.33% 97.67% 97.67%

Wishaw 90.28% 89.55% 92.59% 92.59%

7.2.3 The latest sustainment levels ranged from 82.77% to 100%, with the average

being 91.19% (last year’s average was 91.08%) – please note that the

average for this and other years shown in the appendix is the straight

average.

7.2.4 When measuring performance on tenancy sustainment, it is critical that

members take account of the fact that the figures as reported include

tenancies that may not have ended because the tenant was having difficulties

sustaining them – for example, it is impossible to know from the ARC figures

alone how many tenants had, for example, left to take up employment in

another area or given up their tenancy to buy a property. Some sustainment

figures would therefore be higher if adjusted to take account of this –

individual RSLs will be more aware of these factors when looking at their own

performance.


8. Complaints

8.1 This section contains information on the number of customer complaints

received in 2018/19, the number responded to in full within SPSO timescales

and the number upheld. The information is further divided into Stage 1 and

Stage 2 complaints.

8.2 Complaints received, responded to within target timescales and upheld

(Charter Indicators 4 and 5)

8.2.1 Figures 8.2 and 8.3 (over) show the total number of Stage 1 and Stage 2

complaints received in 2018/19, the number responded to in full before the

end of the year, the number responded to in target and the number upheld.

8.2.2 When considering the number of cases unresolved at March 2019, it should

be noted that these could include complaints made in March with a target

resolution date in April.

8.2.3 In order to allow comparisons between landlords, Figure 8.1 (below) shows

the number of complaints received per 100 units in ownership broken down

into Stage 1 and Stage 2.

Linthouse received:

• Stage 1 – 5.45 complaints (group average 6.16) and

• Stage 2 – 0.61 complaints (group average 1.00)

per 100 units.


FIGURE 8.1 – COMPLAINTS RECEIVED PER 100 UNITS IN OWNERSHIP

FIGURE 8.2 – COMPLAINTS MADE, RESPONDED TO WITHIN TARGET AND UPHELD

(STAGE 1)

RSL Number

received Responded

to in full Number upheld

Responded to in target

Ardenglen 89 89 77 85

Argyll Community 37 37 19 35

Bridgewater 47 45 23 39

Cernach 37 37 22 34

Cloch 636 633 366 616

Cordale 45 45 11 45

Craigdale 14 14 13 14

Drumchapel 9 9 9 9

Dunbritton 61 61 35 61

East Kilbride 11 11 8 9

Easthall Park 72 72 51 70

Forgewood 5 5 1 5

Fyne Homes 9 9 5 9


RSL Number

received Responded



Garrion 6 6 3 6

Glasgow West 132 131 78 124

Govan 38 38 17 30

Knowes 21 21 9 21

Linthouse 63 63 50 58

New Gorbals 106 106 71 100

Oak Tree 164 160 90 143

Tollcross 71 71 25 68

West of Scotland 101 101 43 86

W'inch & S'toun 5 5 1 5

Wishaw 25 25 22 23

AVERAGE 75 75 44 71

FIGURE 8.3 – COMPLAINTS MADE, RESPONDED TO WITHIN TARGET AND UPHELD

(STAGE 2)

RSL Number

received Responded



Ardenglen 11 10 7 10



Cernach 4 4 2 4

Cloch 53 49 36 48

Cordale 0 0 0 0

Craigdale 3 3 1 3

Drumchapel 1 1 1 1

Dunbritton 8 8 2 8



Forgewood 0 0 0 0

Fyne Homes 10 10 8 9

Garrion 1 1 0 1


Govan 6 6 3 1

Knowes 14 14 1 14

Linthouse 7 7 5 6

New Gorbals 40 34 21 33

Oak Tree 33 29 19 28


RSL Number

received Responded



Tollcross 11 10 3 8


W'inch & S'toun 7 6 3 5

Wishaw 2 2 1 2

AVERAGE 14 13 8 12

9. Legal action and recoveries

9.1 Legal action and recoveries

(Charter Indicator 24 and Contextual Indicator 12)

9.1.2 Figure 9.1 shows the total number of Notices served, Court actions initiated,

Decrees granted and evictions during 2018/19. Figure 9.2 (over) shows the

reasons for properties being recovered.

FIGURE 9.1 – LEGAL ACTIONS IN 2018/19

RSL Notices served

Court actions

initiated

Decrees granted

Properties recovered

Ardenglen 25 1 2 1



Cernach 32 16 4 3

Cloch 57 12 14 6

Cordale 10 4 1 1

Craigdale 0 0 0 0

Drumchapel 18 5 3 3

Dunbritton 12 5 1 1



Forgewood 12 2 0 0

Fyne Homes 65 12 13 8

Garrion 12 2 0 0


Govan 64 17 10 10

Knowes 64 15 7 3

Linthouse 38 8 5 5

New Gorbals 36 13 6 6

Oak Tree 78 43 15 11

Tollcross 103 41 13 4



RSL Notices served

Court actions

initiated

Decrees granted

Properties recovered

W'inch & S'toun 26 16 13 8

Wishaw 22 17 9 6

Average 66 16 8 5

FIGURE 9.2 – REASONS FOR EVICTIONS IN 2018/19

RSL Rent arrears ASB Other

Ardenglen 1 0 0

Argyll Community 30 3 0

Bridgewater 0 0 0

Cernach 0 0 0

Cloch 6 0 0

Cordale 0 1 0

Craigdale 0 0 0

Drumchapel 3 0 0

Dunbritton 1 0 0

East Kilbride 2 0 0

Easthall Park 0 0 0

Forgewood 0 0 0

Fyne Homes 8 0 0

Garrion 0 0 0

Glasgow West 4 1 0

Govan 10 0 0

Knowes 2 1 0

Linthouse 4 0 1

New Gorbals 3 0 3

Oak Tree 7 4 0

Tollcross 4 0 0

West of Scotland 5 0 0

W'inch & S'toun 8 0 0

Wishaw 4 2 0

Average 4 1 0

9.1.3 In order to allow comparisons between landlords, Figure 9.3 (over page)

shows the number of Notices served per 100 units in ownership and the

number of evictions carried out.

Linthouse served, per 100 units in ownership:


• served 2.86 Notices and

• carried out 0.43 evictions

compared to group averages of 3.50 Notices and 0.51 evictions.

FIGURE 9.3 – NOTICES AND EVICTIONS PER 100 UNITS IN OWNERSHIP

9.2 Abandonments (Contextual Indicator 11.1)

9.2.1 Figure 9.4 (over page) provides details of the number of abandonments per

100 units in ownership. Linthouse level is:

• 1.3 per 100 units

compared to the group average of 0.56 per 100. Details of the number of

abandonments for each member are contained in Appendix 1.


FIGURE 9.4 – ABANDONMENTS PER 100 UNITS IN OWNERSHIP


10. Staff turnover and sickness levels

10.1 Staff turnover (Contextual Indicator 1)

10.1.1 Figure 10.1 below shows overall staff turnover in 2018/19.


10.2 Days lost to sickness (Contextual Indicator 1)

10.2.1 Figure 10.2 below provides details of the levels for each group member in

2018/19.

10.2.2 The national figures will allow for broader comparisons to be carried out when

these are published in the autumn of 2019.


11. Value for Money Scorecard

11.1 The Value for Money Scorecard below shows Linthouse performance in

relation to: rent collected; former tenant arrears written off; gross rent arrears;

void loss; average relet time; rent levels (value for money); repairs – right first

time; tenant satisfaction with repairs; and days lost through staff sickness.

Indicator Linthouse

Performance

Scottish

Median

Linthouse Performance

Quartile – Top, Middle or

Bottom

Rent collected

Indicator 30

99.87% 99.59% Middle

Former tenant arrears write-

off

Indicator C23

0.00% 38.43% Top

Gross Rent arrears

Indicator 31

7.84% 3.95% Bottom

Void Loss

Indicator 34

0.9% 0.63% Middle

Average Re-let Time

Indicator 35

25.75 days 20.24 days Middle

Rent – Value for money

Indicator 29

88.67% 84.05% Top

Repairs – Right First Time

Indicator 13

93.26% 94.02% Middle

Satisfaction – repairs

Indicator 16

87.18% 92.97% Bottom

Days lost through staff

sickness

Indicator C1.3.3

8.4% 3.68% Bottom

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Documents

Linthouse Housing Association Ltd · Ardenglen Housing Association 959 Argyll Community Housing Association 5,140 Bridgewater Housing Association 846 Cernach Housing Association 794