SCOTLAND S HOUSING NETWORK, FIRST FLOOR, 19 HAYMARKET YARDS, EDINBURGH EH12 5BH T: 0131 466 3710 E: INFO@SCOTLANDSHOUSINGNETWORK.ORG W: SCOTLANDSHOUSINGNETWORK.ORG Ore Valley Housing Association PERFORMANCE ANALYSIS SEPTEMBER 2016
Our members We have over 120 Local Authorities and Registered Social Landlords as members and we have experienced significant growth in recent years. Almost two thirds of social landlords in Scotland are our members which in turn represents almost 90% of the sector by stock. SHN Members 2015/16 Count % of social housing stock in Scotland Housing Association & Cooperatives 94 34% Local Authorities 31 53% Total Members 125 87%
Content & Charter outcomes Context Customer satisfaction Housing Quality Maintenance Access to Housing and Support Neighbourhood and Community Getting Good Value from Rents Summary Landlord Report
Purpose of visit Describe key features of your performance Identify areas of strength and for improvement Identify your priorities for action Give opportunity to learn
Improvements Key sector headlines for 2015-16 Repairs timescale for both emergency and non-emergency repairs Gas safety Void rent loss Satisfaction with standard of home when moving in ASB cases resolved within locally agreed targets Average time to complete aids and adaptations Meeting SHQS Areas for concern The number of evictions
Peer group Peer group : Peer group & Large urban landlords Rural Stirling Housing Association Forth Housing Association Cairn Housing Association Caledonia Housing Association Castlehill Housing Association Clydebank Housing Association Cunninghame Housing Association Govan Housing Association Grampian Housing Association Hillcrest Housing Association Home Scotland Kingdom Housing Association Langstane Housing Association Link Group Ochil View Housing Association Port of Leith Housing Association Shettleston Housing Association Southside Housing Association Williamsburgh Housing Association Melville Housing Association Paragon Housing Association
Context Indicator C17: House type % OVHA High Rise - House 44 Tenement - 4 in a block 8 Maisonette or other 48
Context Indicator C17: Stock size % OVHA 1 apt 1 2 apt 26 3 apt 42 4 apt 30 5+ apt 2
Context Indicator C17: Stock age % WDC Pre 1919-1919 1944-1945 1964 35.0 1965 1982 0.1 1983 2002 39.2 Post 2002 25.8
Context Context 17: Total number of houses # 2013/14 2014/15 2015/16 Ochil View 1355 1353 1355
Context Context 14: The landlord s wholly owned stock. % of stock that is low demand 2013/14 2014/15 2015/16 Ochil View 44 44 0 Large urban 4.3 6.2 3.5 RSL Average 6.5 57.6 5.8
Context Context 17: Average weekly rent 2013/14 2014/15 2015/16 Ochil View 72.63 74.84 75.45 Large urban 73.04 75.76 74.84 RSL Average 73.63 77.16 77.70
Context Context 17: Average weekly rent 2013/14 2014/15 2015/16 Ochil View 72.63 74.84 75.45 Large urban 73.04 75.76 74.84 RSL Average 73.63 77.16 77.70
Context Context 21: Percentage average weekly rent increase to be applied % 2013/14 2014/15 2015/16 Ochil View 3.0 2.6 2.6 Large urban 3.6 2.6 1.8 RSL Average 4.2 2.6 1.7
Satisfaction Survey details Tenants surveyed: 533 Method: Post Date: December 2013
Satisfaction Indicator 1: Percentage of tenants satisfied with overall service. % 2013/14 2014/15 2015/16 Ochil View 90.8 90.8 90.8 Large urban 87.7 87.9 88.8 RSL Average 89.1 88.9 89.5
Satisfaction Indicator 3: Percentage of tenants who feel their landlord is good at keeping them informed about their services and outcomes % 2013/14 2014/15 2015/16 Ochil View 85.9 85.9 85.9 Large urban 89.1 89.4 91.4 RSL Average 90.7 90.8 91.7
Satisfaction Indicator 6: Percentage of tenants satisfied with the opportunities given to them to participate in their landlord s decision making processes % 2013/14 2014/15 2015/16 Ochil View 79.7 79.7 79.7 Large urban 79.0 80.1 82.4 RSL Average 80.8 81.3 82.6
Satisfaction Indicator 9: Percentage of tenants satisfied with the standard of their home when moving in % 2013/14 2014/15 2015/16 Ochil View 93.2 88.8 88.3 Large urban 85.0 86.4 90.4 RSL Average 84.4 86.9 90.1
Satisfaction Indicator 10: Percentage of existing tenants satisfied with the quality of their home. % 2013/14 2014/15 2015/16 Ochil View 80.4 80.4 80.4 Large urban 83.7 84.0 86.5 RSL Average 86.0 86.3 86.8
Satisfaction Indicator 16: Percentage of tenants who have had repairs or maintenance carried out in last 12 months satisfied with the repairs and maintenance service. % 2013/14 2014/15 2015/16 Ochil View 80.8 95.2 94.2 Large urban 86.9 87.5 89.7 RSL Average 87.9 89.7 89.9
Satisfaction Indicator 17: Percentage of tenants satisfied with the management of the neighbourhood they live in % 2013/14 2014/15 2015/16 Ochil View 78.7 78.7 78.7 Large urban 81.7 82.9 84.5 RSL Average 85.2 85.6 86.2
Satisfaction Indicator 29: Percentage of tenants who feel that the rent for their property represents good value for money. % 2013/14 2014/15 2015/16 Ochil View 74.1 74.1 74.1 Large urban 77.7 77.0 81.5 RSL Average 77.0 76.9 78.4
Satisfaction Indicator 33: Percentage of factored owners satisfied with the factoring service they receive. % 2013/14 2014/15 2015/16 Ochil View 48.6 48.6 48.6 Large urban 63.8 63.5 90.7 RSL Average 63.0 60.2 64.0
Satisfaction Positives * Areas for concern? * Summary
Housing Quality & Maintenance Indicator 7: Percentage of stock meeting the Scottish Housing Quality Standard % 2013/14 2014/15 2015/16 Ochil View 27.8 68.0 71.2 Large urban 86.8 91.1 93.1 RSL Average 86.7 90.9 92.5
Housing Quality & Maintenance Indicator 8: Percentage of properties at or above the appropriate NHER or SAP ratings specified in element 35 of the SHQS, as at 31 March each year. % 2013/14 2014/15 2015/16 Ochil View 100 99.8 95.4 Large urban 94.9 95.3 96.4 RSL Average 93.1 95.2 96.1
Housing Quality & Maintenance Indicator C33: Percentage of houses passing EESSH standard % 2015/16 Ochil View 76.4 Large urban 72.6 RSL Average 58.1
Housing Quality & Maintenance Indicator C13: Average number of reactive repairs completed per occupied property. 2013/14 2014/15 2015/16 Ochil View 2.6 4.7 4.5 Large urban 3.2 3.3 5.2 RSL Average 3.4 3.4 4.3
Housing Quality & Maintenance Indicator N22: Percentage of emergency repairs completed within target. 100 95 90 85 80 Emergency repairs % 2015/16 Ochil View 100 Peer Group 96
Housing Quality & Maintenance Indicator 11: Average length of time taken to complete emergency repairs (hours) hours 2013/14 2014/15 2015/16 Ochil View 2.2 1.7 1.9 Large urban 5.3 4.7 3.0 RSL Average 5.1 4.5 3.4
Housing Quality & Maintenance Indicator 12: Average length of time taken to complete nonemergency repairs (days) days 2013/14 2014/15 2015/16 Ochil View 7.4 7.1 9.3 Large urban 5.6 5.4 5.3 RSL Average 5.8 5.7 5.7
Housing Quality & Maintenance Indicator N22: Repairs completed within target time. 100 90 80 70 60 50 40 30 20 10 0 All repairs % 2015/16 Ochil View 77 Peer Group 93
Housing Quality & Maintenance Repair timescales: Indicator 11 & 12 timescale trend comparison 2013/14 2014/15 2015/16 Indicator 11 2.2 1.7 1.9 Indicator 12 7.4 7.1 9.3
Housing Quality & Maintenance Indicator 13: Percentage of reactive repairs carried out in the last year completed right first time % 2013/14 2014/15 2015/16 Ochil View 94.9 88.2 90.2 Large urban 88.1 90.1 89.0 RSL Average 88.6 90.6 92.4
Housing Quality & Maintenance Indicator 13: Percentage of reactive repairs carried out in the last year completed right first time % 2013/14 2014/15 2015/16 Ochil View 94.9 88.2 90.2 Large urban 88.1 90.1 89.0 RSL Average 88.6 90.6 92.4
Housing Quality & Maintenance Indicator 15: Percentage of properties that require a gas safety record which had a gas safety check and record completed by the anniversary date. % 2013/14 2014/15 2015/16 Ochil View 100 100 100 Large urban 98.3 99.3 99.9 RSL Average 98.8 99.5 99.9
Housing Quality & Maintenance Indicator 16: Percentage of tenants who have had repairs or maintenance carried out in last 12 months satisfied with the repairs and maintenance service. % 2013/14 2014/15 2015/16 Ochil View 80.8 95.2 94.2 Large urban 86.9 87.5 89.7 RSL Average 87.9 89.7 89.9
Housing Quality & Maintenance Indicator 23: The average time to complete medical adaptations during the reporting year. days 2013/14 2014/15 2015/16 Ochil View 10.6 23.9 26.9 Large urban 72.9 70.7 54.8 RSL Average 77.0 71.3 57.6
Housing Quality & Maintenance Positives * Areas for concern? * Summary
Access Housing lists & lets CHR in place: Yes Suspensions: 96 Applicants: 2295 New applicants: 1197 General needs Lets: 108 Supported lets: 0 Mutual exchange: 18
Access Indicator 21: Percentage of lettable houses that became vacant in the last year. % 2013/14 2014/15 2015/16 Ochil View 8.9 7.9 7.6 Large urban 10.2 9.0 9.1 RSL Average 10.1 9.3 9.3
Access Indicator 18: Percentage of tenancy offers refused during the year. % 2013/14 2014/15 2015/16 Ochil View 26.7 42.6 26.0 Large urban 43.5 42.1 35.3 RSL Average 35.9 36.8 31.4
Access Indicator C8: The percentage of lets during the reporting year by source of let. % OVHA L urban RSL Existing tenants 11 16 16 Homeless applicants 30 25 23 Housing list applicants 49 49 51 LA nominations - 5 5 Others 10 4 6
Access Indicator C8: The percentage of lets during the reporting year to tenants that have been assessed as statutorily homeless by the local authority. % 2013/14 2014/15 2015/16 Ochil View 22.9 28.7 29.6 Large urban 22.7 25.9 27.0 RSL Average 22.3 23.7 23.4
Access Indicator 20: Percentage of new tenancies sustained for more than a year; all sources of let. % 2013/14 2014/15 2015/16 Ochil View 95.9 94.3 93.1 Large urban 88.9 91.1 88.8 RSL Average 88.2 89.4 88.1
Access Indicator 20: Percentage of new tenancies sustained for more than a year; statutory homeless. % 2013/14 2014/15 2015/16 Ochil View 94.6 93.8 93.1 Large urban 89.9 91.0 89.2 RSL Average 88.4 89.1 88.9
Access Indicator C11: Abandoned properties. Percentage of abandoned properties during the reporting year. 2013/14 2014/15 2015/16 Ochil View 0.30 0.44 0.15 Large urban 0.76 0.73 0.69 RSL Average 0.71 0.63 0.61
Access Indicator C12: Evictions The percentage of orders for recovery of possession granted during the reporting year 2013/14 2014/15 2015/16 Ochil View 0.22 0.37 0.44 Large urban 0.33 0.35 0.38 RSL Average 0.28 0.31 0.34
Access Positives * Areas for concern? * Summary
Neighbourhood & Community Complaints summary Complaints report published? 1st stage 2nd stage OVHA All OVHA All Responded 115 32 Stage 78% 86% 22% 14% % upheld 59% 55% 66% 51% In timescale 95% 86% 81% 85%
OVHA All Neighbourhood & Community Anti-Social behaviour summary Cases Number of ASB cases 399 Prevalence (per 100) 29.5 8.4 Targets used Within 1 week 0.4% Within 1 month 100% 67.2% Within 3 months 18.5% Within 1 year 13.9% Timescales Within 1 month n/a 74% Within 3 months 17% Longer 9%
Neighbourhood & Community Indicator 19: Number of cases of anti-social behaviour per every 100 lettable homes 2013/14 2014/15 2015/16 Ochil View 28.9 34.7 29.5 Large urban 11.9 11.7 11.2 RSL Average 8.8 9.0 8.4
Neighbourhood & Community Indicator 19: Percentage of cases of anti-social behaviour resolved within locally agreed targets in the last year 2013/14 2014/15 2015/16 Ochil View 88.5 93.4 95.0 Large urban 70.5 81.9 85.8 RSL Average 74.8 84.0 87.5
Getting good value from rents and service charges Context 17: Average weekly rent 2013/14 2014/15 2015/16 Ochil View 72.63 74.84 75.45 Large urban 73.04 75.76 74.84 RSL Average 73.63 77.16 77.70
Getting good value from rents and service charges Context 17: Average weekly rent 2013/14 2014/15 2015/16 Ochil View 72.63 74.84 75.45 Large urban 73.04 75.76 74.84 RSL Average 73.63 77.16 77.70
Getting good value from rents and service charges Context 21: Percentage average weekly rent increase to be applied % 2013/14 2014/15 2015/16 Ochil View 3.0 2.6 2.6 Large urban 3.6 2.6 1.8 RSL Average 4.2 2.6 1.7
Getting good value from rents and service charges Context 22: Percentage of households for which landlords are paid housing costs directly % 2013/14 2014/15 2015/16 Ochil View 73.3 74.6 73.4 Large urban 69.0 69.9 65.0 RSL Average 68.5 66.3 61.4
Getting good value from rents and service charges Context 22: Percentage value of the direct housing payments received in the reporting year. % 2013/14 2014/15 2015/16 Ochil View 55.7 54.9 53.4 Peer group Large urban 55.6 56.0 53.8 RSL Average 55.1 50.8 52.4
Getting good value from rents and service charges Indicator 30: Rent collected from tenants as a percentage of total rent due in the reporting year % 2013/14 2014/15 2015/16 Ochil View 98.6 101.72 102.1 Large urban 98.8 100.0 100.1 RSL Average 98.9 99.8 98.8
Getting good value from rents and service charges Indicator 31: Gross rent arrears (all tenants) as at 31 March each year as a percentage of rent due for the reporting year. % 2013/14 2014/15 2015/16 Ochil View 4.63 4.25 4.18 Large urban 5.04 5.12 5.03 RSL Average 4.68 4.67 4.48
Getting good value from rents and service charges Indicator 31: Current rent arrears (all tenants) as at 31 March each year as a percentage of rent due for the reporting year. % 2013/14 2014/15 2015/16 Ochil View 1.24 1.84 2.95 Large urban 3.35 3.36 3.21 RSL Average 3.20 3.03 2.87
Getting good value from rents and service charges Indicator 31: Former rent arrears (all tenants) as at 31 March each year as a percentage of rent due for the reporting year. % 2013/14 2014/15 2015/16 Ochil View 3.39 2.41 1.23 Large urban 1.68 1.76 1.82 RSL Average 1.47 1.64 1.61
Getting good value from rents and service charges Indicator C23: Percentage of former tenant rent arrears written off at the year end. % 2013/14 2014/15 2015/16 Ochil View 36.9 26.2 45.1 Large urban 43.5 44.3 40.9 RSL Average 38.4 43.2 41.1
Getting good value from rents and service charges Indicator C23: Gross rent arrears (all tenants) as at 31 March each year as a percentage of rent due for the reporting year. % 2013/14 2014/15 2015/16 Gross arrears 4.63 4.25 4.18 Former arrears 3.39 2.41 1.23 Current arrears 1.24 1.84 2.95 Write off 36.9 26.2 45.1
Getting good value from rents and service charges Legal action process # OVHA RSL L Urban Evictions 6 561 241 Decrees 6 904 451 Court actions granted 35 2444 1106 NOPs 68 7273 3240
Getting good value from rents and service charges Indicator 35: Average length of time taken to relet properties in the last year (days) Days 2013/14 2014/15 2015/16 Ochil View 12.3 13.6 35.1 Large urban 29.5 25.6 26.4 RSL Average 33.7 34.5 32.0
Getting good value from rents and service charges Indicator 34: Percentage of rent lost through properties being empty in the last year % 2013/14 2014/15 2015/16 Ochil View 0.37 0.50 0.30 Large urban 0.80 0.66 0.71 RSL Average 1.15 1.17 0.92
Getting good value from rents and service charges Indicator 34: Percentage of rent lost through properties being empty in the last year % 2013/14 2014/15 2015/16 Ochil View 0.37 0.50 0.30 Large urban 0.80 0.66 0.71 RSL Average 1.15 1.17 0.92
Getting good value from rents and service charges Positives * Areas for concern? * Summary
Landlord report I11 Time taken to complete emergency I12 Time taken to complete nonemergency repairs I3 Satisfied I6 Satisfied I16 I1 Satisfied with keeping with I7 Properties I13 Repairs I14 Satisfaction I19 ASB cases I35 Time to with overall tenants opportunities meeting right first Appointment with repairs resolved C17 Average C21 Rent I30 Rent I34 Void rent re-let service informed to participate SHQS repairs time s kept service within targetsweekly rent increase collected lost properties Rural Stirling Housing Association 93.9 92.96 93.9 100 2.55 5.21 91.82 0 96.76 90.38 75.12 1.5 100.1 0.23 12.44 Forth Housing Association 93.8 95.04 91.32 99.08 2 5.32 97.83 0 98.73 100 72.24 0 107.24 0.02 1.27 Cairn Housing Association 87.44 87.01 73.55 90.64 3.89 5.27 97.21 99.9 88.03 70 80.75 3 103.09 0.64 20.68 Caledonia Housing Association 88.74 92.33 80.78 98.35 3.27 4.69 91.22 0 86.35 92.09 82.05 1 100.25 0.51 17.38 Castlehill Housing Association 88.2 85.79 61.32 100 4.39 6.81 94.6 100 83.94 80.17 83.36 1.8 102.95 1.42 39.37 Clydebank Housing Association 95.71 98.21 97.5 100 1.67 3.61 98.27 100 92.44 94.34 64.74 1.7 100.26 0.48 15.49 Cunninghame Housing Association 93.15 93.68 88.88 93.84 2.79 6.12 91.38 97.03 94.01 94.88 83.51 0.7 99.79 0.12 5.15 Govan Housing Association 86.55 91.55 82.41 54.68 2.03 4.35 0 0 98.65 98.77 68.23 2 0 1.25 28.71 Grampian Housing Association 87.43 89.57 73.69 82.97 3.63 7.34 75.88 0 91.93 82.19 80.93 1.7 100.32 0.44 22.82 Hillcrest Housing Association 82.97 83.74 63.83 97.12 2.95 4.92 79.75 92.32 97.16 55.24 74.81 1.7 98.1 0.49 18.14 Home Scotland 74.29 82.42 76.74 95.64 8.17 8.46 72.46 94.86 72.12 76.19 79.98 1.3 99.02 1.53 48.52 Kingdom Housing Association 87.92 91.29 87.14 89.79 2.21 6.16 87.92 90.76 94.98 92.16 74.41 2.5 100.25 0.72 30.96 Langstane Housing Association 84.23 85.96 74.58 88.55 3.36 5.93 91.05 98.02 92.36 81.69 78.24 1.5 101.21 1.04 30.39 Link Group 95.03 97.74 97.74 98.68 3.12 4.93 90.89 98.66 97.73 90.92 79.14 1.5 100.6 0.99 35.07 Ochil View Housing Association 90.81 85.88 79.69 71.22 1.85 9.23 90.24 0 94.22 94.99 75.45 2.6 102.13 0.3 35.06 Port of Leith Housing Association 88.33 94.05 75.95 96.04 2.8 6.63 93.17 0 84.86 60 87.05 1.8 100.51 0.96 34.81 Shettleston Housing Association 89.04 93.24 84.71 93.68 1.91 3.76 88.66 0 88.53 100 65.99 1.2 99.64 0.46 16.08 Southside Housing Association 92.86 98.72 96.34 88.23 1.4 2.88 98.32 89.25 91.12 87.23 83.04 1.5 97.25 0.45 14.51 Williamsburgh Housing Association 86.03 90.34 71.92 100 3.5 3.86 92.98 97.6 94.34 72.43 69.6 0.7 94.97 0.91 28.23 Melville Housing Association 94.39 97.2 94.08 95.1 1.74 4.23 87.7 89.23 83.78 98.46 79.43 1.5 100.63 0.15 10.44 Paragon Housing Association 82.03 83.92 66.27 91.12 1.84 5.38 95.56 100 79.53 59.26 72.07 2 104.74 0.99 62.16
Better VFM Service v VFM 100 90 Summary 80 70 60 Service v Value for money 50 40 Comparison with peer group 2014-15 30 20 10 Improvement? 0 0 10 20 30 40 50 60 70 80 90 100 Better service
Better VFM Service v VFM 100 90 Summary 80 70 60 Service v Value for money 50 40 Comparison with all SHN members 30 20 10 0 0 10 20 30 40 50 60 70 80 90 100 Better Service
Better VFM Service v VFM 100 90 Summary 80 70 60 Service v Value for money 50 40 Comparison with all SHN members 30 20 10 0 0 10 20 30 40 50 60 70 80 90 100 Better Service
Overall summary Positives * Areas for concern? *
Scotland s Housing Network First floor, 19 Haymarket Yards Edinburgh EH12 5BH T: 0131 466 3710 E: info@scotlandshousingnetwork.org W: www.scotlandshousingnetwork.org @SHBVNetwork facebook.com/scotlandshousingnetwork Linkedin.com Scotland s Housing Network