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Housing Annual Performance Report 2020/2021

Housing quality and maintenance 2020/21

Quality of Housing Repairs, Maintenance and Improvement

We are committed to ensuring all our tenants live in a home that is warm, safe and in good condition. This is supported by the Charter which requires us to show how well our homes meet national quality standards, with good standards of service and choice.

The improvement in our performance over the last number of years is demonstrated in the table below. The results from inhouse satisfaction surveys during 2020/21 demonstrate that 98.77% of our customers are satisfied with the repairs service they received.  This is the highest rate of satisfaction results we have received, and 10% higher than the Local Authority average.

We are performing very well against the Scottish Local Authority average across all areas.  

  2017/18 2018/19 2019/20 2020/21 LA Average 20/21 NLC performance direction
Percentage of stock meeting the SHQS 95.50% 97.90% 98.83% 89.80% 90.3%   Not improved
Percentage of tenants satisfied with the quality of their home 79.30% 92.00% 92.00%   92.00%   83.4%   Same
Average length of time to complete emergency repairs (hours) 5 4.4 4.2 3.05 5.0   Improved
Average length of time to complete non-emergency repairs (days) 7.3 7.7 6.9 4.27 7.3   Improved
Percentage of reactive repairs completed right first time 97.30% 97.60% 98.30% 98.93% 92.60%   Improved
Percentage satisfied with repairs service 96.6% 98.6% 97.0% 98.77% 88.8%   Improved
Number of gas safety regulations not met 0 0 0 1 10,371   Not improved
Percentage of rent due lost through properties being empty 0.7% 0.7% 0.6% 0.73% 1.4%   Not improved
Average time to re-let properties (days) 22.27 23.53 21.58 29.06 59.4   Not improved
Percentage of properties meeting EESSH 74.6% 79.3% 87.2% 90.4% 86.4%   Improved

We spend £43 million each year on reactive repairs and maintenance to your homes. More information on reactive and planned maintenance and how to report repairs, can be found in Housing Repairs.

During 2021/22, we are planning to invest over £42m on work to your homes through our Capital Investment Programme. Planned investment has been reduced this year due to restrictions caused by Covid-19 however we intend to ensure this planned investment is undertaken in future years. Expenditure on capital programme works includes smoke and heat detectors, windows, roof and render, kitchens and bathrooms and controlled door entry. In addition to lift upgrades, property and communal area rewires, lead water pipe replacements and energy efficient heating systems. 

A number of improvements under our Tower Strategy are also planned including new fire doors, smoke detection, fire-stopping and installation of sprinklers within the towers. In addition to the above, major refurbishments to Blairgrove, Merryston, Glen and Millbrae Tower are being currently being delivered to modernise the blocks and improve fire safety.  

To continue delivering on our ambition we will progress the demolition of tower blocks which have been vacated to free up space for new houses. In 2021/22 we will complete the demolition of Burnside Court, Coatbridge and will also have commenced on site at Gowkthrapple, Motherwell

You said, we did
You said... We did…
You wanted repairs appointment reminders via SMS We are working on moving our repairs letters to SMS reminders prior to the scheduled appointment times. We will keep you informed of the pilot when complete.
You wanted more choice in providing feedback on completed investment work We have moved towards electronic data capture of surveys as part of the investment programme to capture service improvement.

Impact of Covid-19

Mobile technology was in full use where available, with plans to extend this further. We have adapted well to working from home due to established mobile working arrangements. Officers carrying out essential site visits were all provided with suitable PPE in line with Scottish Government Guidance. Virtual meetings were also used to continue to communicate with our contractors to ensure performance and budget planning continued through this period. Tender assessments of contracts and awards were also carried out and completed to ensure continuity of services.

Emergency repairs continued to be carried out as usual, which increased due to non-emergency works being cancelled.  Non-emergency repairs and planned works had been suspended for a period, with the exception of 24 hour non-emergency gas safety repair work.

Essential safety maintenance of systems has continued as usual, such as lift, laundry, communal lighting, CCTV, fire alarm, sprinkler and warden call systems. A new process was created to sanitise voids prior to work starting in the property. Properties are all also re-sanitised when viewings are set to take place.

Further information can be found within our Housing Investment Programme

Page last updated:
29 Oct 2021

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