Page 1

How are we doing? Performance Report 2017

altogether better™


1.2 hrs average length of time taken to complete emergency repairs

100% of tenants who have used the service in the last 12 months and have been satisfied with the repair or maintenance service


Introduction Welcome to our third annual Performance Report. We are required each year to provide you with information on our performance by the Scottish Housing Regulator. This report includes performance figures, comparing what we have achieved during our financial year 2016/17 to the previous year. We have also compared ourselves to the Scottish average for other social landlords and I am pleased to report that we continue to demonstrate that we provide high standards of service in many areas. Our reputation has been built on delivering high standards and through a culture of continuous improvement we aim to improve the quality of the homes and services we provide. Over the past year we have made significant changes to the way we work to assist us in delivering value for money. We will continue to look at innovative ways to help us work more effectively, particularly through the use of information technology. One important improvement we are looking at is how we can engage better with tenants. We recently made changes to our Board to give tenants the opportunity to get involved through the creation of a Tenant Scrutiny Panel who will work with our operational teams to review the services we offer helping us to shape improvements. We have also commenced on a fundamental review of the organisation’s purpose, creating a new Vision and realigned values to take us forward. This will be the starting point for producing a new five year Corporate Plan which, together with a new business plan, will set out how we will continue to deliver value and quality for our tenants.

Mike Bruce Chief Executive

Performance Report 2017

1


About this report

What is the Scottish Social Housing Charter?

Tenant and Landlord Relationship

Neighbourhood and Community

Our tenants and other customers find it easy to communicate with us and

The Charter was introduced by the Scottish

get the information they require

Government in 2012 and it sets out the

Our tenants and other customers

Access to Housing and Support

landlords in Scotland should aim to

have their individual needs

achieve when performing their everyday

recognised, are treated fairly and

the Housing Options and services

given fair access to housing

available to them

standards and outcomes that all social

housing activities. • The Charter contains a number of outcomes

it easy to participate in the decisions

Getting Value from Rents

and standards set across five main categories

at a level they are comfortable with

Our tenants and other customers receive services that provide value for

Housing Quality and Maintenance •

money for the rent and other charges they pay

The quality of housing meets the required standards, are clean, tidy

Our tenants are given the opportunity

and in a good state of repair

to consult with us when setting rents

Our tenants’ homes are well

and service charges

maintained, with repairs and improvements carried out within agreed timescales

Weslo Housing Management

Our tenants are given fair access to

Our tenants and other customers find

as detailed right:

2

Our estates are well managed and maintained and our tenants feel safe

Our tenants are given information on how rent and other money is spent


How we measure our performance

Our performance information comes from a range of sources. This information is

Our performance trend

gathered principally during our financial year. The following tables show how well we have performed against the Scottish Housing Charter.

Our performance indicators

we are doing well

we are doing well overall

we could do better

To provide a clearer indication of how we are doing in these areas, we have used a

Our performance Vs the Scottish average

traffic light colour system to measure ourselves against our previous performance. We have also shown how we compare to the Scottish Average for other social landlords. we are doing well

we are doing well overall

we could do better

Performance Report 2017

3


Our Performance at a glance Our overall tenant satisfaction has dropped slightly over the past year. We believe this may be due to an element of survey fatigue

Overall Tenant Satisfaction

measures how satisfied you are with the overall service you receive, that we are good at keeping you

informed and we provide opportunities for you to participate in the decisions we make.

amongst tenants which has also been reflected in other Landlords surveys.

INDICATOR

While our performance remains at the Scottish average we will continue to look at ways to improve in this area. We have recently restructured our Estates team and intend to visit every tenant at least once a year. These visits will provide an opportunity

Percentage of tenants satisfied with the overall service provided by their landlord •

Knowledge Partnership, highlighted 89.5% of our tenants believe we are good at keeping

90%

90%

89%

90%

91%

71%

75%

84%

Participation – our tenants and other customers find it easy to participate in, and influence the decision at a level they feel comfortable with.

with the quality of the communication

Another important area we have been

which give both tenants and owners the

they received from us. However, we are

working on is the creation of a Tenant

opportunity to carry out neighbourhood

continuing to look at ways to improve our

Scrutiny Panel which aims to get tenants

inspections along with their housing officer.

communication and will be putting plans in

involved in working with our operational

Details on when they are held are available

place to gather further information on your

teams to review our services and help us to

from your housing officer.

communication needs and preferences, such

shape improvements to the way we deliver

as language barriers and whether you prefer

key services. If this is an area you would be

communication to be received by email, text

interested in, please get in touch. We’ve

or letter.

recently re-introduced our Estate Inspections

Weslo Housing Management

(Scottish Average)

services we provide.

them informed and 75.5% were satisfied

4

How we compare

how and why we make decisions about the

Generally we receive very good feedback in

during 2016 in conjunction with the

93%

Our Trend

Communication – our tenants and other us and get the information they need about

be improved.

Satisfaction Survey, which was carried out

Our performance 2016/17

customers find it easy to communicate with

to discuss with you areas that you believe can

terms of communication. Our Tenant

Our performance 2015/16

Our Rating Vs Scottish Average


Housing Quality and Maintenance

This measure looks at the homes we provide and whether they meet the Scottish Housing

Quality Standard by April 2015 and continue to meet it thereafter, and when they are allocated, are always clean, tidy and in a good state of repair.

INDICATOR

% of stock meeting the Scottish Housing Quality Standard (SHQS)

% of tenants satisfied with the standard of their home when moving in

% of tenants satisfied with the quality of their home

Average length of time taken to complete emergency repairs

Average length of time taken to complete non-emergency repairs

% of reactive repairs carried out in the last year and completed first time

How we compare

Our performance 2015/16

Our performance 2016/17

94%

96%

94%

85%

82%

90%

87%

87%

87%

1.6 hrs

1.2 hrs

4.66 hrs

3.71 days

3.07 days

7.08 days

94%

95%

92%

100%

100%

100%

90%

100%

91%

99%

98%

96%

Our Trend

(Scottish Average)

Our Rating Vs Scottish Average

% of properties that required a gas safety check and record completed by the anniversary

Simon Ashbee – Joiner

% of tenants who have used the service in the last 12 months and have been satisfied with the repair or maintenance service

% of reactive repairs appointments kept

Performance Report 2017

5


We are pleased that the majority of our properties meet the SHQS standards. The incidences of non-compliance are due to properties being of non-standard construction and include timber framed/clad and steel properties. These properties have had a full survey carried out to determine the feasibility and cost to bring them up to the SHQS standard and plans are in place to address the findings. Overall, we continue to perform well with only one or two areas showing a slight drop in our performance. These areas will be a focus for improvement going forward.

Neighbourhood and Community

This measure looks at how well we manage our estates, anti-social behaviour, neighbour

nuisance & tenancy disputes.

INDICATOR

% of tenants satisfied with the management of the neighbourhood they live in

How we compare

Our performance 2015/16

Our performance 2016/17

90%

85%

87%

3

3

8

Anti-social cases reported for every 100 tenants

Our Trend

(Scottish Average)

Our Rating Vs Scottish Average

Although the level of satisfaction with our management of neighbourhoods has fallen, some of the issues highlighted by our tenants, e.g. parking and dog fouling are not within our control. However, as mentioned earlier, we have recently reintroduced joint estate inspections to better inform us of the areas under our control that require improvement.

“Thank you for getting your gas engineer to me so quickly, and for a job well done. Very impressed with the service received.” Mr Gray, Fauldhouse Bruce McLaren – Labourer

“Thanks to your repairs team for the manner in which repair was dealt with and the final outcome.” Mrs Johnston, West Calder

6

Weslo Housing Management

“Trade guys are brilliant and work very efficiently. Very impressed with the service we received.” Mr Knowles, Whitburn


Getting Value from Rents

This measures looks at whether you feel our rents and service charges represent good value for money,

and that you receive information on how rent and other money is spent.

INDICATOR

% of tenants who feel that the rent for their property represents good value for money

Rent collected as % of total rent due in the reporting year

Total rent arrears as a % of rent due for the reporting year

Average length of time taken to re-let properties in the last year

% of rent lost through properties being empty during the year

% of factored owners satisfied with the factoring service received

How we compare

Our performance 2015/16

Our performance 2016/17

86%

84%

82%

100%

103%

100%

2.7%

2.3%

5.3%

24 days

23 days

31 days

0.38%

0.34%

0.87%

35%

36%

67%

Our Trend

(Scottish Average)

Our Rating Vs Scottish Average

The percentage of tenants who feel their property represents good value for money has dropped slightly, although overall we continue to perform exceptionally well against the individual indicators, outperforming the Scottish average in many cases. Despite our management fee remaining lower than other Social Landlords, and Property Factors in the private sector, our performance disappointingly remains under the Scottish Average. However, we have seen a slight improvement in owners’ satisfaction levels since our last report and we will be reviewing our strategy to look at other ways to increase satisfaction levels.

Performance Report 2017

7


As at 29 February 2017 we owned and managed 2349 general needs properties. The total rent we received during this period was £9,125,226. When setting rent charges we always aim to ensure that a balance is struck between services we provide, the cost of the services, and affordability.

Getting Value from Rents

The figures below represent the number and type of properties we own and the average weekly rent we

charge for each.

8

Weslo Housing Management

SIZE OF HOME

Number owned

Our Average Weekly Rent

Scottish Average Rent

Difference

1 apartment

11

£54.86

£66.55

17.6%

2 apartment

249

£66.91

£71.67

6.6%

3 apartment

976

£71.95

£73.13

1.6%

4 apartment

1023

£78.35

£79.42

1.3%

5 apartment

90

£90.82

£88.02

(3.2%)

How your rent is used

Operating Costs

Your rent is used to ensure we have money to

 Staffing Costs

repair, maintain, and carry out required

 Repairs & Maintenance

upgrades to your home; manage

 Depreciation

neighbourhoods and provide housing

 Office Overheads

management services and advice. Your rent

 External Services

also pays interest on loans.

 Interest Payable

%


103% rent collected of total rent due in the reporting year

0.34% of rent lost through properties being empty during the year


framecreative | edinburgh

Weslo Housing Management 66 North Bridge Street, Bathgate EH48 4PP T: 01506 634060 F: 01506 639122 www.weslo-housing.org

Profile for Weslo

Performance report 2016 2017  

Performance report 2016 2017  

Profile for weslohm