How We Did Last Year -Charter Report Card

Each year we provide a wide range of information about Housing performance to the Scottish Housing Regulator for the Scottish Social Housing Charter.

We have prepared our latest Charter Report Card working in partnership with our Tenants Steering Group, and the information is grouped into the areas which are contained in the Charter. This year we have been unable to consult with our tenant representatives in person, but they have contributed digitally to the design of our report card, and we thank them for their involvement.

The Report Card is available online and shows what performance our tenants think is most important.

We haven’t included details on all the Charter outcomes and indicators but you can find these on the Scottish Housing Regulator’s website

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Talk to Us About Performance – Online!

If you answered our Tenant Involvement Survey, you’ll be interested to know what we found.

Some of the key messages we got from the survey were:

• tenants were keen to know more about how we spend their rent money and how we perform
• they also wanted us to listen to tenants more and have more online events

So, for the first time, we will hold an online meeting about our performance in the last year. Don’t miss this chance find out more and get involved from the comfort of your own home.

We will explain how we have performed in areas such as

• the time taken to re-let properties,
• rent arrears, and
• the length of time taken to complete repairs.

We will send more information before the meeting so that participants can send in any questions in advance to shape the discussion on the day. Don’t be nervous, you won’t have to speak if you don’t want to, you can type in questions during the meeting or just listen and get back to us with your thoughts and comment later.

If you would like to take part please email cldcarnoustie@angus.gov.uk

Places are limited so best to book early!

Our Housing Performance Report 2018 – 19

We have produced a Report Card which lets you know how our Housing services performed last year against the standards set by the Scottish Housing Regulator in the Scottish Social Housing Charter.

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The Report Card was prepared after consultation with our Tenants Steering Group to ensure we have reported the performance our tenants think is most important.

The Report Card is available on the our website now.

Our Annual Assurance Statement for 2019/20

Under the Regulatory Framework, we must submit an Annual Assurance Statement to the Scottish Housing Regulator by 31 October every year. We also must publish it so tenants and service users can see it.

Our statement was approved at Communities Committee this week and states that the Committee, which is our governing body, is assured we meet all statutory requirements.

 

Engagement Plans for 2019/20 – How We Will Work with the Scottish Housing Regulator

As part of the changes introduced by the new Regulatory Framework, the Scottish Housing Regulator recently published an annual  engagement plan for every Scottish social landlord.

The purpose of the annual engagement plans is to lay out:

• the information the Regulator wants from the landlord
• what the landlord needs to do
• how the Regulator will engage with the landlord
• why the Regulator is engaging, particularly if the landlord hasn’t met its regulatory requirements
• the Regulator’s member of staff who is the main contact for engaging with the landlord

The Regulator has a strong focus on how the social landlords deliver services for people who are or may become homeless. This is the main point of its engagement with local authorities including our own landlord services.

We need to provide the Regulator with the information related to our homelessness service. You can see full details of our Engagement Plan on the Scottish Housing Regulator website. You can find all Scottish social  landlords’ Engagement Plans here.

 

Significant Performance Failure – Information for tenants of social landlords

 

The Scottish Housing Regulator has published an information leaflet on Complaints and Significant Performance Failures.  This provides information to help tenants and tenant groups understand how they can raise concerns about the services their landlord provides.

What is a Significant Performance Failure?

A significant performance failure is something that a landlord does, or fails to do, that puts the interests of its tenants at risk. This is something that does, or could, affect all of the landlord’s tenants.

A significant performance failure is not an individual tenant complaint about services. If you have a complaint, for example, if you are unhappy about how your landlord carried out repairs to your own home, then you should raise this directly with your landlord through its complaints procedure. Council tenants can make a complaint about the housing service here.

To find out how to report a significant performance failure, see the Scottish Housing Regulator leaflet.

Housing Performance in Focus

Our performance in 2017/18 was the subject of an Information Report to our Communities Committee this week. You can read the full report here.

In general, performance improved across the board, with some exceptions. Some of the main headlines were:

•       Improvements in arrears, void loss and relet times

•       Improvements in appointments kept

•       Slight declines in SHQS passes and repairs completed first time

•       Improvements in tenancies sustained over a year and time spent in temporary accommodation

•       Improvement in antisocial behaviour cases resolved

We aim to keep improving and have set ambitious targets with the help of our Tenant Steering Group for 2018/19.

We haven’t undertaken a full tenant customer satisfaction survey for 2 years, so we will soon be contacting tenants to ask for their views on our services.

If you want to know more about Housing performance since 2015/16, you can view our Charter report card.

#ScottishHousingDay: Charter Report Card – See How We Did Last Year

 

Each year all social landlords in Scotland provide a wide range of information about Housing performance to the Scottish Housing Regulator for the Scottish Social Housing Charter.

We have prepared our latest Charter Report Card working in partnership with our Tenants Steering Group, and the information is grouped into the areas which are contained in the Charter.

The Report Card is available online now and shows what performance our tenants think is most important.

We haven’t included details on all the Charter outcomes and indicators but you can find these on the Scottish Housing Regulator’s website

Our Performance – at a Glance!

Each year we (and all other social landlords in Scotland) provide a wide range of information about our Housing performance to the Scottish Housing Regulator for the Scottish Social Housing Charter. The purpose of the Charter is to:

• state clearly what tenants and other customers can expect from social landlords, and help them to hold landlords to account
• focus the efforts of social landlords on achieving outcomes that matter to their customers
• provide the basis for the Scottish Housing Regulator to assess and report on how well landlords are performing. This assessment enables the Regulator, social landlords, tenants and other customers to identify areas of strong performance and areas needing improvement

An essential requirement of the Charter, is for landlords to publish a Report Card to show what performance customers think is most important. We have prepared our latest Charter Report Card working in partnership with our Tenants Steering Group, and the information is grouped into the areas which are contained in the Charter.

The Charter Report Card contains performance information on selected areas over the last 3 years, and compares to the Scottish average (where this is available). It also shows whether our performance is improving or declining in each area.

If you have any questions about the Report Card or the data, please leave us a comment.