Hillhead Housing Association 2000 Performance analysis September 2019

Hillhead Housing Association 2000 Performance analysis September 2019 1

• Registered charity • Member led • Over 20 years in business About us… Our Membership

3 Key headlines for 2018 -19 • Stock numbers have risen above 600, 000 for first time since 2007 • Marked improvement in gas safety – 151, down by 608 Sector headlines • There about 1, 000 more homeless lets than last year – 16, 642 total • Rent arrears have risen for LA’s (+0. 5%), but seem to have remained steady for RSL’s (-0. 1%) • Overall satisfaction – LA’s, +0. 8%, RSL’s, -0. 1%

4 Peer Group • Hillhead Housing Association • Glen Housing Association • Abertay Housing Association • Larkfield Housing Association • Atrium Homes • North View Housing Association • Cadder Housing Association • Ore Valley Housing Association • Calvay Housing Association • Wellhouse Housing Association • Cassiltoun Housing Association • Easthall Park Housing Cooperative • Forth Housing Association

Feedback about your unique context 5

Method § Tenants surveyed: 500 (550 responses) § Method: Face-to-face § Date: February 2019 6

7 Overall Satisfaction I 1: Percentage of tenants satisfied with overall service. % Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 92. 5 91. 3 90. 6 91. 1 91. 7 90. 9 90. 2 90. 7 90. 1

8 Kept Informed I 3: percentage of tenants who feel their landlord is good at keeping them informed about their services and outcomes % Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 97. 5 96. 0 94. 6 94. 7 92. 9 93. 5 91. 1 92. 2 91. 6

9 Opportunities to participate I 6: percentage of tenants satisfied with the opportunities given to them to participate in their landlord’s decision making processes % Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 95. 1 85. 5 89. 3 91. 2 92. 0 85. 9 88. 1 88. 2 83. 8 86. 4 86. 5

10 Standard of home when moving in I 9: percentage of tenants satisfied with the standard of their home when moving in % Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 91. 8 97. 0 97. 6 88. 3 88. 8 90. 2 90. 9 91. 1 92. 2 90. 0 90. 2 90. 8

11 Quality of home (all tenants) I 10: percentage of existing tenants satisfied with the quality of their home. % Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 94. 9 90. 7 88. 3 88. 9 88. 6 88. 0 89. 1 88. 7 86. 9 88. 4 88. 1

12 Repairs I 16: percentage of tenants who have had repairs or maintenance carried out in last 12 months satisfied with the repairs and maintenance service. % Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 94. 8 96. 7 94. 6 90. 7 93. 3 93. 9 91. 4 92. 3 92. 5 90. 6 92. 1 91. 7

13 Management of neighbourhood I 17: Percentage of tenants satisfied with the management of the neighbourhood they live in % Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 94. 9 89. 1 89. 3 91. 5 91. 0 88. 3 89. 3 88. 4 87. 1 88. 5 87. 8

14 Value for money I 29: percentage of tenants who feel that the rent for their property represents good value for money. % Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 88. 7 78. 7 80. 5 82. 8 82. 3 82. 6 83. 9 83. 4 81. 9 83. 4 83. 2

15 Complaints I 4&5: Percentage of 1 st and 2 nd stage complaints responded to in full in the last year, within the Scottish Public Services Ombudsman Per 100 homes 1 st stage upheld 2 nd stage upheld 1 st stage on time 2 nd stage on time Hillhead HA Peer Group 3. 0 6. 7 43. 8 53. 3 25. 0 43. 6 62. 5 92. 6 50. 0 77. 7

16 Housing Quality & Maintenance

17 SHQS Indicator 7: Percentage of stock meeting the Scottish Housing Quality Standard Hillhead HA Meeting SHQS Exempt Abeyances Failing 2016/17 2017/18 2018/19 99. 8 99. 9 0. 0 0. 3 0. 1 0. 0 % Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 99. 8 99. 9 96. 0 98. 1 98. 4 92. 9 93. 0 93. 6 94. 2 94. 1

18 EESSH C 33: Percentage of houses meeting EESSH standard C 34: Projected to meet EESSH within year Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 65. 6 78. 5 81. 9 89. 1 88. 6 75. 5 83. 0 89. 7 74. 5 79. 9 88. 3

19 Emergency repairs I 11: Average length of time taken to complete emergency repairs (hours) Hours Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 1. 3 1. 2 2. 3 3. 5 2. 9 2. 7 4. 0 3. 7

20 Non-emergency repairs I 12: Average length of time taken to complete non-emergency repairs (working days) days Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 2. 4 2. 9 2. 4 4. 3 4. 5 4. 6 5. 5 5. 2 5. 5 7. 1 6. 4 6. 6

21 Repairs response times Repair timescales: Indicator 11 & 12 timescale trend comparison 2. 4 4. 3 5. 5 7. 1 2. 9 4. 5 5. 2 6. 4 2. 4 4. 6 5. 5 6. 6 hours Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 1. 3 1. 2 2. 3 3. 5 2. 9 2. 7 4. 0 3. 7 days Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 2. 4 2. 9 2. 4 4. 3 4. 5 4. 6 5. 5 5. 2 5. 5 7. 1 6. 4 6. 6

22 Repairs appointments I 14: Repairs appointment system - percentage of repairs appointments kept only shows the peers who do appointments % Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 99. 2 97. 9 96. 7 96. 6 97. 1 96. 8 95. 1 94. 4 94. 6 95. 7 95. 5 95. 6

23 Repairs Right First Time I 13: Percentage of reactive repairs carried out in the last year completed right first time % Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 90. 4 91. 1 95. 0 95. 4 95. 2 95. 8 92. 1 91. 5 92. 3 92. 4 92. 2 92. 5

24 Repairs satisfaction I 16: percentage of tenants who have had repairs or maintenance carried out in last 12 months satisfied with the repairs and maintenance service. % Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 94. 8 96. 7 94. 6 90. 7 93. 3 93. 9 91. 4 92. 3 92. 5 90. 6 92. 1 91. 7

25 Gas safety I 15: Percentage of properties that require a gas safety record which had a gas safety check and record completed by the anniversary date. % Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 100. 0 99. 9 99. 8 99. 9 No. of fails Hillhead HA 2016/17 2017/18 2018/19 0 1 0

26 Medical adaptations I 23: The average time to complete medical adaptations during the reporting year. Calendar Days Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 118. 3 59. 2 89. 8 70. 8 58. 9 50. 9 61. 5 61. 9 58. 8 48. 5 48. 1 49. 4

Access Housing lists & lets General needs lets Supported housing lets Number of lets to existing tenants; Number of lets to housing list applicants; Number of mutual exchanges Number of section 5 s Number of nominations Number of LA nominations Number of lets from other sources 49 0 19 12 5 11 3 1 0 Number of new applicants added Number of applicants at 31 March Number of suspensions Number of cancelled applications 191 383 4 28 Own housing list CHR Choice based Mutual exchange Yes 27

28 Turnover I 21: Percentage of lettable houses that became vacant in the last year. % Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 7. 2 5. 9 5. 6 6. 9 7. 2 8. 8 8. 7 8. 4 8. 6

29 Offers refused I 18: Percentage of tenancy offers refused during the year. % Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 7. 0 11. 1 3. 9 31. 7 31. 5 33. 3 32. 8 30. 8 31. 1 37. 3 35. 9 36. 3

30 Lets by source C 8: The percentage of lets during the reporting year by source of let. Hillhead % HA Existing tenants 41 Homeless applicants 33 Housing list applicants 26 LA nomination Others - Peer Group 15 26 RSL Average 14 24 58 0 1 52 4 4

31 Lets to homeless C 8: The percentage of lets during the reporting year to tenants that have been assessed as statutorily homeless. % Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 23. 4 31. 9 32. 6 22. 5 26. 1 21. 5 22. 7 23. 8 31. 4 32. 9 33. 2

32 Tenancy sustainment I 20: Percentage of new tenancies sustained for more than a year; all sources of let. % Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 95. 1 87. 3 97. 9 91. 8 90. 2 92. 0 88. 5 88. 2 88. 5 89. 0 88. 7 88. 8

Tenancy sustainment (homeless) I 20: Percentage of new tenancies sustained for more than a year; statutory homeless. % Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 94. 7 80. 0 100. 0 88. 3 86. 4 88. 3 89. 2 89. 7 89. 3 88. 4 88. 2 87. 9

34 Evictions I 24: Evictions as a percentage of stock % Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 0. 86 0. 37 0. 25 0. 30 0. 29 0. 32 0. 34 0. 39 0. 38 0. 39

35 Abandonments C 11: Abandoned properties. Abandonments as a percentage of stock. % Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 0. 12 0. 00 0. 50 0. 42 0. 65 0. 35 0. 54 0. 52 0. 56 0. 59 0. 56 0. 60

36 Rents

37 Rents C 17: Average weekly rent and rent increase £ Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 79. 01 80. 31 82. 56 76. 62 78. 10 80. 88 80. 37 82. 59 85. 45 74. 39 76. 23 79. 08 % Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 1. 7 3. 1 2. 6 2. 1 3. 6 3. 2 2. 2 3. 0 2. 3 3. 2 3. 0

38 Rent increase (trends) C 21: Change in average rent £ Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 79. 01 80. 31 82. 56 76. 62 78. 10 80. 88 80. 37 82. 59 85. 45 74. 39 76. 23 79. 08 % Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 1. 7 3. 1 2. 6 2. 1 3. 6 3. 2 2. 2 3. 0 2. 3 3. 2 3. 0

39 Direct housing costs C 22: Percentage of households for which landlords are paid housing costs directly % Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 65. 9 64. 1 59. 0 68. 3 66. 1 66. 3 64. 5 63. 5 62. 2 68. 1 67. 2 64. 9

40 Direct housing costs C 22: Percentage value of the direct housing payments received in the reporting year. % Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 51. 6 50. 3 49. 6 53. 8 52. 7 50. 6 53. 2 52. 0 50. 3 54. 4 53. 3 51. 6

41 Rent collection I 30: Rent collected from tenants as a percentage of total rent due in the reporting year % Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 98. 8 100. 4 99. 7 100. 1 99. 5 99. 9 99. 6 99. 5 99. 6 99. 4 99. 1

42 Arrears I 31: Current arrears (all tenants) as at 31 March each year as a percentage of rent due for the reporting year. % Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 3. 9 4. 0 2. 5 2. 9 2. 7 3. 0 2. 8 3. 3 3. 4 3. 6

43 Arrears (trends) I 31: Gross Arrears trends % Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 5. 0 5. 8 5. 3 3. 5 3. 8 4. 1 4. 3 4. 2 5. 3 5. 4 5. 7

44 Arrears written off C 23: percentage of former tenant rent arrears written off at the year end. % Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 46. 3 20. 3 32. 8 40. 9 37. 8 38. 6 44. 6 46. 8 45. 4 37. 1 36. 1 38. 0

45 Legal action process as a percentage of lettable stock Hillhead HA Evictions 0. 25 Decrees 0. 12 Court actions started 1. 49 NOPs 2. 35 % Peer Group 0. 32 0. 73 1. 61 5. 58 RSL Average 0. 34 0. 63 1. 25 5. 15

46 Voids

47 Relet times I 35: Average length of time taken to relet properties in the last year (calendar days) % Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 17. 1 19. 5 30. 2 18. 4 16. 7 17. 3 28. 8 29. 0 29. 5 31. 5 30. 7 31. 9

48 Void rent loss I 34: percentage of rent lost through properties being empty in the last year % Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 0. 4 0. 7 0. 4 0. 9 0. 9

49 Void rent loss (trends) I 34: percentage of rent lost through properties being empty in the last year % Hillhead HA Peer Group RSL Average SHN Average 2016/17 2017/18 2018/19 0. 4 0. 7 0. 4 0. 9 0. 9

50 Summary & Conclusions

51 Landlord Report Service Value for Money §Satisfaction: §Average weekly rent Overall §Annual rent increase Keeping informed Opportunities to participate §SHQS §Emergency repairs time §Non-emergency repairs time §Right first time §Appointments kept §Repairs satisfaction §ASB cases within target §Void relet time §Void rent loss Service and Value for Money §Rent collected Landlord Report Indicators

I 3 I 1 Satisfied with overall keeping service tenants informed Glen Housing Association Calvay Housing Association Cassiltoun Housing Association Easthall Park Housing Cooperative Forth Housing Association North View Housing Association Wellhouse Housing Association Cadder Housing Association Hillhead Housing Association 2000 Larkfield Housing Association Abertay Housing Association Atrium Homes I 12 Time I 6 Satisfied I 11 Time I 7 taken to I 13 with taken to I 14 Properties complete Repairs opportunit complete Appointm meeting nonright first ies to emergency ents kept SHQS emergency time participate repairs I 16 I 19 ASB Satisfactio cases n with resolved repairs within service targets C 17 I 35 Time Average C 21 Rent I 30 Rent I 34 Void to re-let weekly increase collected rent lost properties rent 93. 5 96. 0 94. 0 100. 0 82. 9 98. 0 100. 0 98. 4 2. 8 6. 3 2. 9 99. 1 99. 0 0. 0 99. 2 98. 8 100. 0 71. 4 93. 7 77. 1 72. 6 4. 7 2. 9 100. 3 99. 8 0. 2 7. 8 12. 9 90. 4 96. 1 85. 8 99. 3 2. 0 3. 9 92. 7 99. 1 90. 8 100. 0 78. 7 3. 8 99. 4 0. 2 7. 9 89. 6 93. 9 96. 1 95. 8 97. 5 95. 8 100. 0 99. 2 2. 5 2. 0 3. 6 3. 9 98. 8 96. 2 0. 0 100. 0 98. 5 98. 3 97. 3 71. 2 78. 2 3. 3 2. 4 99. 6 101. 4 0. 1 8. 6 4. 2 85. 6 95. 0 95. 6 100. 0 2. 4 3. 1 96. 5 0. 0 88. 9 92. 5 85. 5 3. 8 100. 6 0. 4 20. 8 83. 6 91. 6 99. 0 91. 0 96. 9 98. 0 98. 2 2. 0 2. 2 3. 8 3. 3 99. 4 94. 1 0. 0 94. 0 87. 4 81. 3 98. 6 100. 0 75. 3 86. 4 3. 4 2. 7 97. 7 0. 2 0. 9 12. 5 31. 5 91. 3 96. 0 85. 5 99. 9 1. 2 2. 4 95. 0 96. 7 94. 6 84. 2 80. 4 2. 6 100. 4 0. 7 30. 4 94. 5 87. 2 89. 3 96. 6 89. 6 91. 1 100. 0 78. 6 89. 8 94. 5 99. 2 98. 8 3. 3 2. 0 1. 9 7. 6 6. 1 5. 0 94. 7 88. 5 95. 4 96. 1 92. 8 96. 8 94. 5 99. 0 88. 6 100. 0 88. 3 91. 0 92. 3 84. 5 86. 2 2. 0 3. 4 2. 7 100. 4 99. 4 98. 3 1. 0 0. 4 1. 1 35. 3 16. 0 34. 8 Landlord report 52

Summary Service v VFM 100 90 80 70 60 VFM Service v Value for money 50 Comparison with SHN Members 40 2018 -19 30 20 10 0 0 10 20 30 40 50 Service 60 70 80 90 53 100

Summary Service v VFM 100 90 80 70 60 VFM Service v Value for money 50 Comparison with Peer group 40 2018 -19 30 20 10 0 0 10 20 30 40 50 Service 60 70 80 90 54 100

Summary 17/18 Service v Value for money Comparison with SHN members 2017 -18

Service v VFM 100 90 Summary 17/18 70 60 Better VFM Service v Value for money 80 50 40 Comparison with peer group 30 2017 -18 20 10 0 0 20 40 Better Service 60 80 100

Overall summary - 2019 STRENGTHS WEAKNESSES

Practice Exchange Forums Asset Mgt & Mainte -nance House Conditions and Scheme of Assistance Homelessness & Housing Support Welfare Reform Tenant Participati on Mid Market Rent Service Improvement & Scrutiny Private Landlord Registration Disabled Adaptations Sheltered Housing Assoc & Copps Available via Video Conferencing or Business Skype HMOs Scrutiny & VFM SOLO Network Factoring Link Officers Local Housing Strategy

1. What we do 2. 3. 4. 5. Data Collection & Performance Management Practice Exchange VFM § VFM in service provision § VFM in new build housing Self Assessment § In service provision § in governance Enhanced services § Data accuracy and validation services § Support

Scotland’s Housing Network Verity House 19 Haymarket Yards Edinburgh EH 12 5 BH T: 0131 466 3710 E: info@scotlandshousingnetwork. org W: www. scotlandshousingnetwork. org Follow us on twitter @Scot. Housing. Net

Scotland’s Housing Network First floor, 19 Haymarket Yards Edinburgh EH 12 5 BH T: 0131 466 3710 E: info@scotlandshousingnetwork. org W: www. scotlandshousingnetwork. org @Scot. Housing. Net facebook. com/scotlandshousingnetwork Linkedin. com – Scotland’s Housing Network 61