ANNUAL PERFORMANCE REPORT
Reporting on how WGHC has performed against the standards set out in the Scottish Social Housing Charter.
Welcome to your Report on the Charter
This Annual Report on the Charter gives our tenants and service users information on our performance in key areas of work and shares how we are doing in meeting the standards of the Scottish Social Housing Charter.
There are 16 standards and outcomes within the Charter, 14 of which are presented in this report Outcome 12 relates to Councils and homeless persons and Outcome 16 relates to Gypsies and Travellers, both of which are not included as these are local authority statutory duties.
Consultation
On the back page of this report we invite you to share your views and feedback about this report
Contact Us
If you would like to talk us about this report or any other tenancy or housing related matter, please contact our office for an appointment on 0131 551 5035.
Accessibility
West Granton Housing Co-op offers video, face to face and telephone interpreting services. We also British Sign Language interpreters.
Our office is wheelchair accessible. We have a portable induction loop which can be used in both our reception and interview rooms.
If you would like this report in large print please let us know.
Comparisons 14 Standards & Outcomes
In this report, comparisons are made: against our performance in 2024-25 and against the Scottish Average for all Social Landlords for the same period
Equalities
Communication
Participation
Housing Options
Access to Social Housing
Tenancy Sustainment
Estate Management and anti social behaviour
Repairs, Maintenance & Improvements
Quality of Housing
Value for Money Rents & Service Charges
WGHC’s Organisational Structure
The Scottish Housing Regulator requires us to collect equality data. There are 9 ‘protected characteristics’ defined under the Equality Act 2010
Of the 9, 8 also constitute ‘special category data’ as defined within the General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
This legislation makes it clear as to how and why this data might be used
The purpose of us collecting this data, is to have an understanding of our tenants, governing body members and staff (including job applicants) with the aim of supporting these groups and ensuring that none experience social exclusion or discrimination
WGHC has chosen to collect equality data using the Article 6 lawful basis of ‘consent’ and Article 9 of ‘explicit consent’.
In 2024-25, out of 11 relets, we housed 4 applicants who had a disability.
Medical Adaptations
In 2024-25 we carried out 17 medical adaptations in tenants homes
Our average time to complete an approved medical adaptation was 11.9 days
The Scottish Average was 44.4 days.
How did we perform?
Tenants and other customers find it easy to communicate with their landlord and get the information they need about their landlord, how any why it makes decisions and the services it provides
99.5%
of our tenants agreed that WGHC is good at keeping them informed about its services and decisions
The Scottish Average was 90%
Outcome
3: Participation
Tenants and other customers find it easy to participate in and influence their landlords’ decisions at a level they feel comfortable with.
100%
of WGHC tenants were satisfied with the opportunities given to them to participate in decision making processes
The Scottish Average was 86.3%
How did we perform?
Outcome 4: Housing Quality
Tenants’ homes, as a minimum, must meet the Scottish Housing Quality Standard (SHQS) when they are allocated; are always clean, tidy and in a good state of repair; and also meet the Energy Efficiency Standard for Social Housing (EESSH).
95.5% of WGHC tenants were satisfied with the quality of their home
The Scottish Average was 84.7%
93.5% of WGHC stock meets the Scottish Quality Housing Standard
The Scottish Average was 87.2%.
Why doesn’t all of our stock meet the standard?
The issues relates to storage space in some kitchens Some tenants asked for a space for a tumble dryer or dishwasher. This was provided, at the cost of losing some cupboard space We will try to address this during future kitchen replacement programmes, but our tenants’ preferences will always be considered first
100% of WGHC stock meets the Energy Efficiency Standard
72 properties are B rated
300 properties are C rated 0 properties are D rated
How did we perform?
Outcome 5: Repairs & Maintenance
Tenants’ homes are well maintained, with repairs and improvements carried out when required, and tenants are given reasonable choices about when work is done.
Non emergency repairs
This year 2024-25
WGHC took an average time of 4.29 days to complete a non-emergency repair. The Scottish Average was 9 days.
Last year 2023-24
WGHC took an average time of 4.58 days to complete a non-emergency repair
The Scottish Average was 9 days.
How did we perform?
Outcome 5: Repairs & Maintenance
Tenants’ homes are well maintained, with repairs and improvements carried out when required, and tenants are given reasonable choices about when work is done.
Emergency repairs
This year 2024-25
WGHC took an average time of 2.29 hours to complete an emergency repair.
The Scottish Average was 3.9 hours.
Last year 2023-24
WGHC took an average time of 2.14 hours to complete a non-emergency repair
The Scottish Average was 4 hours.
96.1% of WGHC tenants were satisfied with the repairs and maintenance service.
The Scottish Average was 86.7%.
97.85% of WGHC tenants repairs were complied right first time.
The Scottish Average was 88%.
How did we perform? Outcome 6:
Neighbourhood & Community
Tenants and other customers live in well maintained neighbourhoods where they feel safe
Complaints
98%
of WGHC tenants were satisfied with our contribution to the management of the neighbourhood they live in.
The Scottish Average was 84.2%.
27 reports of antisocial behaviour
were reported to WGHC in 2024-25 As at 31 March 2025, 23 of these cases had been resolved 4 were ongoing st
WGHC has a statutory duty to comply with the Scottish Public Services Ombudsman Complaints Handling Policy. Complaints can be about the level of service received or where we should have done something, but haven’t
Stage 1 Complaints
WGHC received 25 in the year- 100% were all resolved within an average of 1.88 working days. The Scottish Average was 5.4 working days. These are minor complaints often resolved with an “on the spot” apology and have a target resolution timescale of 5 working days.
Stage 2 Complaints
WGHC received 4 in the year- 100% were all resolved within an average of 16 working days. The Scottish Average was 20.1 working days. These are more serious or complex complaints, which require in-depth investigation and have a target resolution of 20 working days.
How did we perform?
Outcome 7, 8 & 9: Housing Options
People looking for housing get information which helps them make informed choices and decisions about the range of housing options available to them Tenants and people on housing lists can review their housing options. People at risk of losing their homes get advice on preventing homelessness.
Edinburgh Housing List (for 17 social landlords including City of Edinburgh Council)
As at 31 March 2025, there were over 25,000 applicants registered on Edindex
Choice Based Lettings
In addition to operating our own Internal Transfer List, we allocate our empty homes through Edinburgh’s Common Housing Register, Edindex, using their Key to Choice System
Direct Housing Options Enquiries
During 2024-25 we received 21 email enquiries from members of the public, asking how to be considered for one of our empty properties.
We had a similar number of “walk-in” enquiries to our offfice
WGHC staff have been trained to provide housing options information and will signpost direct to the Council’s Housing Options Team as required.
How did we perform?
Outcome 10: Access to Social Housing
People looking for housing find it easy to apply for the widest choice of social housing available and get the information they need on how the landlord allocates homes and their prospects of being re-housed.
In 2024-25 we had a turnover of 12 properties:
7 relets to applicants who were statutorily homeless
4 relets to applicants whose current homes couldn’t be adapted for their medical needs
1 Mutual Exchange
We also had the following changes in Existing Tenancies
1 sole to joint
7 Joint to Sole
1 succession
0 refusals
In 2024-25 we made 11 offers of re-housing and of these offers, we had 0 refusals
The Scottish Average was 32.4%.
www.westgrantonhousing.coop Visit our website to access our Allocations Policy and find out how to apply for housing including direct links to the Edindex Application form and Key to Choice Website
How did we perform?
Outcome 11: Tenancy Sustainment
Social landlords ensure that tenants get the information they need on how to obtain support to remain in their home; and ensure support is available, including services directly provided by the landlord and by other organisations
100% Tenancy Sustainment
We re-housed 12 new tenants in 2023-24 and all 12 tenants were still living with us in 2024-25
The Scottish Average was 91.6%.
In 2024-25 we supported over 144 tenants with the cost of living crisis.
We top up every new tenant’s gas/electric meter with £50 credit to help with home start up costs
How did we perform?
Outcome 12: Value for Money
Tenants, owners and other customers receive services that provide continually improving value for the rent and other charges they may pay.
99% Value for Money
In 2024-25, 99% of tenants said they felt their rent represented good value for money. In 2023-24 this figure was 98%.
The Scottish Average was 81.7%.
17 days to relet
In 2024-25 we took 17 days, on average, to relet an empty property. This was due to an unusually high number of deaths over the period. In 2023-24 this figure was 15.7 days.
The Scottish Average was 60.6 days.
We lost 0.1% Rent Due
This is rent money lost as a result of homes lying empty. In 2023-24 this figure was 0.44%.
The Scottish Average was 1.3%.
1.1% Gross Rent Arrears
In 2023-24 this figure was 1 15%
IThe Scottish Average was 6.2%.
How did we perform?
Outcome 13 & 14: Rents & Service Charges
Social landlords set rents and service charges in consultation with their tenants and other customers.
Rent Consultation for 2025-26
WGHC has had the 3rd lowest (average) social rents in Edinburgh for over 20 years
With rising costs facing all social landlords, the Committee of Management agreed in January 2025, to consult tenants on a 6.75% and 7.50% rent increase.
The results of the 2025 Rent Consultation found WGHC tenants to be incredibly supportive of their Co-op. They also recognised that WGHC does try, where and when it can, to support tenants with the cost of living crisis. This is clearly demonstrated on page 15 of this report.
A summary of the 2025 Rent Consultation is provided below:
372 consultations forms were sent out. 94 responses were received by text message, through our website and by postal returns This represents a return rate of 25% 21 of the 94 returns responded with detailed comments or questions and the CEO personally responded to each one. All comments and questions were anonymised and presented to the Committee for their consideration, along with the rent consultation returns.
42 tenants (45%) voted in favour of 6 75%
52 tenants (55%) voted in favour of 7.50%.
Despite a higher number of tenants voting in favour of the 7.50%, Committee gave lengthy consideration to both the financial needs of the organisation and also the effect a higher rent increase may have on our tenants. They finally decided to approve a rent increase of 6 75% for 2025-26
For comparison in 2024-25, 62% of tenants voted in favour of a 7% rent increase over a 6.5% rent increase. It is noted that in February 2025, 99% of the 200 tenants surveyed agreed their rent represented good value for money in relation to the services they received (see page 16 of this report). The Scottish Average rent increase for 2024-25 was 4.1% with the highest in the sector being 10%.
