Housing annual performance report 2024/2025
Contents
Housing Quality and Maintenance 2024/2025
Quality of housing repairs, maintenance and improvement
We remain committed to ensuring our tenants live in homes that are safe, warm, and well-maintained. This aligns with the Scottish Social Housing Charter, which requires us to demonstrate how our homes meet national quality standards and deliver high levels of service and choice.
In 2024/25, we invested £55.3 million in repairs and maintenance across our housing stock. This included reactive, routine, planned, and legislative compliance works, all aimed at maintaining and improving the condition of your home.
Repairs and Maintenance Performance – 2024/25
In 2024/25, 96.2% of tenants who had repairs carried out in the past 12 months were satisfied with the service an increase on the previous year and significantly above the Scottish Local Authority average. This marks the highest satisfaction level in the past three years.
We continue to perform strongly across all areas compared to the Scottish Local Authority average. Internally, we’ve improved performance across several key indicators, including reduced average timescales for both emergency and non-emergency repairs.
The only area where we did not meet our local target was the percentage of reactive repairs completed right first time, which fell by 4.5%. However, performance remains above the national average, and this will be a priority for improvement.
The new Enterprise Contract with Mears Limited, which began on 1 July 2024, includes a review of performance monitoring requirements which should lead to improvement in the delivery of the repairs service.
| Repairs and Maintenance | 2022/23 | 2023/24 | 2024/25 | Target | Local Authority average |
|---|---|---|---|---|---|
| Average length of time taken to complete emergency repairs - Hours | 3.3 | 2.8 | 2.7 | 3.75 | 3.8 |
| Average length of time taken to complete non-emergency repairs - Days | 6.8 | 6.8 | 5.75 | 7 | 10.1 |
| % of reactive repairs carried out in the last year, completed right first time | 97.3% | 98.8% | 94.1% | 95% | 89.2% |
| % of homes meeting the Scottish Housing Quality Standard (SHQS) | 80.4% | 84.8% | 86.6% | 85% | 82.9% |
| % of tenants who have had repairs or maintenance carried out in last 12 months satisfied with the service | 94.8% | 93.7% | 96.2% | 90% | 85% |
| % of tenants satisfied with the landlords contribution to the management of the neighbourhood they live in. | 88.4% | 91.3% | 91.3% | 85% | 77.4% |
Scottish Housing Quality Standard (SHQS)
We continue to invest in our housing stock to meet the SHQS. Performance has improved for the third consecutive year, currently standing at 86.6%.
Capital Investment Programme
On average, £65 million is invested annually in our housing stock to meet quality and energy efficiency standards, including SHQS and EESSH (Energy Efficiency Standard for Social Housing).
Our priority is to ensure homes are warm, energy-efficient, and affordable to run, aligning with the latest energy efficiency standards.
2024/25 Investment Highlights
Internal Works:
- New gas central heating and electric systems
- Window replacements
- Insulation upgrades
External & Energy Efficiency Works:
- External wall insulation (where practicable)
- Roof & Render
- PV panel installations
- Controlled door entry renewals
Tower Works & Special Projects:
- Older Person’s Housing upgrades
- Installation of sprinkler systems in high rise buildings
- Fire related door replacements in low rise and Older Persons housing complexes
- Approval for controlled blowdown of Allan, Coursington and Draffen Towers
- Lift replacements
Future Improvements
Looking ahead, the Housing Regulator has introduced new indicators relating to fire safety and dampness and mould. We are actively working to ensure we can provide the necessary data to include these in next year’s return. We welcome the introduction of these indicators, as they will support our ongoing efforts to improve the safety, health, and wellbeing of our tenants.
