FAIRFIELD HOUSING CO-OPERATIVE TENANTS REPORT 2013-2014
Tenants Report A warm welcome to all my fellow tenants to this our report card to you on how Fairfield have performed over the last year. This document is part of the Social Housing Charter which gives a commitment to high standards of service delivery and tenant involvement. You may have read in the local press the news that Fairfield had been given a “thumbs up by our tenants“ and were one of the top performing landlords in Scotland. This is a credit to my hard working board colleagues and the commitment of the staff, contractors and consultants. Bill Gates said “Your most unhappy customers are your greatest source of learning“ There is room for improvement and we will take on board your views from the satisfaction survey to make those improvements and do even better this year. Warmest Regards Connie Hodge Chair October 2014
Introduction Charter Guidance All the information within this report was submitted to the Scottish Housing Regulator and they have assessed this and published their findings The information provided gives our performance and the average national performance in Scotland. The information we are publishing was agreed with tenants as the most relevant and the format is easy to follow.
INDICATORS
How Fairfield Performed
SCOTTISH AVERAGE
Scottish Social Landlord Average Performance
Overall Satisfaction Fairfield tenants gave a resounding vote of confidence in the overall service provided to them. We have however identified some areas of improvement which will be highlighted later in this report. INDICATORS
94.3% SCOTTISH AVERAGE
87.8%
Communication Percentage of tenants who feel Fairfield is good at keeping them informed about their services and decisions. INDICATORS
90.3% SCOTTISH AVERAGE
88.89%
Partcipation Percentage of Fairfield’s tenants satisfied with the opportunities given to them to participate in the decision making processes. INDICATORS
86.1%
SCOTTISH AVERAGE
78.4%
Quality of Housing INDICATORS Fairfield’s stock meeting the Scottish Housing Quality Standard (SHQS).
SCOTTISH AVERAGE
100% 85.4%
Fairfield’s existing tenants satisfied with the quality of their home.
SCOTTISH AVERAGE
85.37% 85.3%
Fairfield’s properties at or above the appropriate NHER (National Home Energy Rating) or SAP (Standard Assessment Procedure) ratings specified in element 35 of the SHQS, as at 31 March each year.
SCOTTISH AVERAGE
100% 93.4%
Fairfield’s tenants satisfied with the standard of their home when moving in.
SCOTTISH AVERAGE
80.77% 83.4%
Repairs, maintenance and improvments INDICATORS
1
6.9
HOUR
HOURS SCOTTISH AVERAGE
97.7% 87.2%
Average length of time taken to complete emergency repairs.
SCOTTISH AVERAGE
SCOTTISH AVERAGE
SCOTTISH AVERAGE
Repairs appointments kept.
Properties that require a gas safety record which had a gas safety check and record completed by the anniversary date.
98.1%
8.2 DAYS
99.6% 92.9%
Reactive repairs carried out in the last year completed right first time.
100%
2.6 DAYS
Average length of time taken to complete non-emergency repairs.
SCOTTISH AVERAGE
SCOTTISH AVERAGE
100% 87.6%
Tenants who have had repairs or maintenance carried out in last 12 months satisfied with the repairs and maintenance service.
Estate Management INDICATORS Tenants satisfied with the management of the neighbourhood they live in.
Percentage of anti-social behaviour cases reported in the last year which were resolved within locally agreed targets.
91.15%
100% 84.20% SCOTTISH AVERAGE
SCOTTISH AVERAGE
SCOTTISH AVERAGE
SCOTTISH AVERAGE
SCOTTISH AVERAGE
SCOTTISH AVERAGE
12 cases reported within the year
SCOTTISH AVERAGE
75.90%
Tenancy Sustainment INDICATORS
New tenancies sustained for more than a year.
100% 87.7%
SCOTTISH AVERAGE
Lettable houses that became vacant in the last year.
SCOTTISH AVERAGE
8%
9.7%
Value for Money INDICATORS
Fairfield tenants who feel that the rent for their property represents good value for money.
88.62%
SCOTTISH AVERAGE
Our rent increase for 2014/15 was 3.7%. The Scottish Average was 3.6%
3.7% 3.6%
SCOTTISH AVERAGE
76.6%
Rents & Service charges INDICATORS
100.2% 99%
SCOTTISH AVERAGE
Rent collected as percentage of total rent due in the reporting year.
SCOTTISH AVERAGE
0.3%
1.2%
Percentage of rent due lost through properties being empty during the last year.
3.77% 5.1%
SCOTTISH AVERAGE
Gross rent arrears (all tenants) as at 31 March each year as a percentage of rent due for the reporting year
12.6 DAYS
35.7 DAYS SCOTTISH AVERAGE
Average time to re-let properties in calendar days in the last year
Financial Summary At 31 March 2014 Fairfield owned 415 homes and managed a further 42 for Kingdom Housing Association. 457 homes in management Total rent due to in 2013/14 was £1,404,979. Total rent collected was £1,407,789.
AVERAGE WEEKLY RENTS On average Fairfield rents are 7.3% below scottish average. Size of home 2 apartment 3 apartment 4 apartment 5 apartment
Number owned 80 170 142 23
Fairfield £59.93 £65.07 £68.42 £72.27
INCOME & EXPENDITURE
Scottish average £65.18 £67.19 £73.07 £81.68
2014
2013
£
£
1,458,630 (1,215,223)
1,401,761 (990,098)
243,407
411,663
(6,189) 23,520 (105,693)
(21,979) 34,176 (112,076)
Surplus/(Deficit) for the year before taxation Taxation
155,045 (3,384)
311,784 -
Surplus/(Deficit) for the year after taxation
151,697
311,784
Turnover Less: Operating costs Operating surplus Profit/(loss) on sale of fixed assets Interest receivable Interest payable
FIGURES AT 31ST MARCH
Areas of improvement ACTIONS FROM SURVEY FEEDBACK Some key points arose from the Tenants survey to which you as tenants should if applicable take some action and things where we as a landlord need to address a service issue.
treet A - View from Dunnock Park
FAIRFIELD - SERVICE IMPROVEMENTS •
Improved timetabling of estate caretakers task including litter picking and grass cutting.
•
Immediate liaison with police on the rare occasion there are issues with youths causing nuisance.
•
Introduction of online text messaging service for all appointments.
•
Continuation of repair appointment system.
•
Void decoration policy review
TENANTS - ACTION REQUIRED •
Home contents’ Insurance- Worryingly only 59% of tenants have home contents insurance , Fairfield can assist in signposting you to affordable home insurance , details available online or ask at office.
•
Internet access – Current research indicates that people without access to the internet tend to pay more for goods and services for example food and clothes shopping. Almost all benefit applications will be online in the next 6 months. Fairfield will assist tenants where possible with all online benefit applications. If you do not have internet access you can usually access these facilities in local libraries.
•
Welfare Reform- There is still a small number of tenants who are unaware of the changes to the benefit system with the introduction of Universal Credit in the next year. These changes cover all benefits and housing benefit. Fairfield will provide information to all tenants as soon as we have it.
•
Energy suppliers – almost 87% of tenants have never used a price comparison website for their Gas/Electric supply, 58% use a pre-payment meter the most expensive way to buy power. Tenants are encouraged to use SCARF who will provide energy and tariff advice. This service is free and can be contacted at 01224 213005 or www.scarf.org.uk.
ement
New Developments ST JOHN’S PLACE - 8 FLATS Work has now commenced on these 8 two bedroom city centre flats which will be completed in March 2015.
MUIRTON PHASE 5 - 25 HOUSES
an’s Terrace)
Commencing in December 2014 we will be building 25 homes in Muirton Park this will be a mix of family homes and bungalows. It is anticipated they will be completed by November 2015 and will kick-start the journey to complete Muirton Park .
Key Street B
CANAL STREET - 38 FLATS Discussions are well advanced on delivering a mix of 38 one, two and three bedroom flats on this prominent city centre site.
Fairfield Housing Cooperative 5 Fairfield Avenue Perth PH1 2TF T: 01738 630738 E: reception@fairfield-ha.org.uk
www.fairfield-ha.org.uk