text size: increase / decrease

Housing Management

Performance & Benchmarking

Setting targets for key service areas ensures improved performance and helps deliver the best possible service to tenants. Targets are based on comparisons with similar organisations, are monitored quarterly and reviewed annually. Benchmarking is done through the Quality Efficiency Forum (QEF) which is made up of 25 Registered Social

Landlord’s (RSL’s) drawn from the sector in Scotland. Annual performance is compared in a variety of fields against other members.

Housing Stock

  Housing Type
  General: 584
  Supported: 6
  Sheltered: 70
  Type of Housing Total: 660

  Apartment size
  5+ Apt: 8
  4 Apt: 67
  3 Apt: 243
  2 Apt: 336
  Group Apt: 6
  Apartment Size Total: 660

Tenure type

  Rented Properties: 660
  Shared Ownership: 32
  Owner Occupied: 174
  Total Housing Stock: 886

Allocations

  Allocations by Ethnic Origin
  White Scottish: 99%
  Black African: 1%

Source of Allocation

  Applicants from Housing List: 47.12%
  Statutory Homeless: 26.92%
  Existing Tenants: 18.27%
  Nominations from Local Authority: 7.69%

Waiting list

A rolling review of the waiting list was carried out monthly. Applicants were also lettered on the anniversary of their application asking if they wished to remain on the list. This system helps improve performance, ensures the waiting list is as up to-date as possible and prevents making offers to those who may not need or require to be rehoused.

  Number of Applicants
  5+ Apt: 14
  4 Apt: 51
  3 Apt: 113
  2 Apt: 208
  Apartment Size Total: 386

  Voids
  Performance %
  Target 2011/12 0.9%
    2010/11 1.0%
    2011/12 0.9%
    2012/13 1.05%

  Benchmarking 2012/13
  QEF 0.62%
  Peer Group 4* 0.23%
  Scottish Median 0.48%

Note: % relates to rent loss due to voids as a proportion of annual rental income.
* 1 similar sized urban RSL to DHA

Our Performance was slightly higher than the target for the year as we have had a higher turnover of stock than expected, further improvement on this is planned for the coming year. Streamlining waiting list procedures and closely monitoring targets will help ensure improved performance in this area and we are in the process of developing a Tenancy Sustainability Strategy along with WDC and partner RSL’s, we hope to have this in place within the first six months of this financial year.

Lettings
The number of days required to let a property has fallen to 27 days. Problems encountered last year would include WDC Sheltered Housing Nominations decoration standards and tenement flat design.

Performance Repair Relet Total
Target 2011/12 10 days 10 days 20 days
2010/11 11 days 11 days 22 days
2011/12 15 days 12 days 27 days
2012/13 17 days 8 days 25 days

Benchmarking 2012/13
QEF 19 days
Peer Group 4* 11 days
Scottish Median 17 days

There has been a slight improvement in performance for the days to relet performance in allocations it has been improved to 7.6 days to relet a general needs property. Contact has been made with WDC Allocations Team to improve liaison and increase the speed of sheltered housing offers and allocations. The target for 2014 is to reduce turnover time to a maximum of 9 days to repair and 5 days to let.

Lets by house size
Apt size Number of lets
2 59
3 41
4 3
5+ 1
Total 84
The above figure includes 10 Sheltered Tenancies.

Rent Arrears

Our control of rent collection and arrears over the past four years has reduced from 5.14% to 2.71% which is now less than our peer group average, and we hope to further reduce the figure to 2.6% next year.

Performance %
2012/13 2.88
2011/12 2.75
2008/09 5.14
2009/10 3.45
2010/11 2.86
2011/12 2.71

Benchmarking 2012/13
QEF 2.65%
Peer Group 4 2.73%
Scottish Median 2.29%

Note: % relates to outstanding arrears as a proportion of rent collectable

Arrears are generally measured by reference to nontechnical arrears; the actual money owed by tenants for rent irrespective of Housing Benefit.

This demonstrates how effective policies and procedures have been over the last few years.

Various means are used for contacting tenants with arrears and include letters, home visits and text messaging. Referral to Clydebank Independent Resource Centre (CIRC) gives tenants free advice on Benefit Entitlement, financial problems and can often result in a suitable repayment arrangement.

A Notice of Proceedings was served on 50 tenants:
6 cases proceeded to court which resulted in 4 satisfactory repayment arrangements and 2 Decree’s for Eviction were granted, one of these was granted a new tenancy as they cleared their debt and one Eviction was carried out. Wherever possible, every option available is explored with tenants to ensure they are able to remain in their homes and court action is only used as a last resort. All tenants who may be in financial difficulty are encouraged to seek assistance from their Housing Officer, The CIRC, Welfare Benefits Advisors and the Citizens Advice Bureau.

Rent Increase
2013/14 4.0%
2012/13 5.2%
2011/12 4.8%
2010/11 3.4%
2009/10 1.9%
2008/09 5.0%
2007/08 5.4%
* 1 similar sized urban RSL to DPHA

Rent increases are designed to balance the need to ensure current and future costs are met while at the same time ensuring rent levels are affordable. This year’s rent increase of the Retail Price Index (RPI) +1% achieves these objectives.

Our average weekly rent is now £56.73, still one of the lowest in West Dunbartonshire.

Tenant and Resident Participation
Two forums in August 2012 and February 2013 were held at Dalmuir Library, to enable tenants and residents to express any queries or concerns regarding services they receive.

DPHA Tenants and Resident’s Group was established in 2011 with the assistance of TPAS Scotland (Tenant Participation Advisory Service) to represent all those who receive a service from us. 10 members meet quarterly to discuss their concerns and help influence decisions on many issues affecting the community, ultimately leading to improvement. We hope to expand the group this year to include a scrutiny group inline with the guidelines set out within the Social Housing Charter.

We hold a Register of Interested Tenants and Residents to ensure that all tenants and residents are routinely consulted.

This group is surveyed to advise on what is required to help improve services and the local area. These participants regularly assist with reviewing new strategies or policies and are invited to attend tenant focus events or working groups. They are also kept informed of any other projects or initiatives where they can be involved.

Tenant Satisfaction Survey Results
The survey process involves a specific number of personal interviews conducted by an independent assessor every 3 months. The results of this continuous monitoring help measure customer satisfaction, test strengths and weaknesses and provide suitable benchmarks for future measurement and improvement of performance. The new Survey has been based around the outcomes listed in the New Scottish Housing Charter and will be reported each year in the new Annual Return to the Charter.

A new period began this year, 75% of all our tenants will be surveyed over the 3 year period 2012-2015

Core Questions 2012/13

Taking everything into account, how satisfied or dissatisfied are you with the overall service provided by your landlord?    89%

How satisfied or dissatisfied are you that with opportunities given to you to participate in the association’s decision making processes?    98%

How satisfied or dissatisfied are you with the overall quality of your home?    89%

Thinking about the LAST time you had repairs or maintenance carried out, how satisfied or dissatisfied were you with the repairs and maintenance service provided by your landlord?     95%

Overall, how satisfied or dissatisfied are you with your landlord’s management of the neighborhood you live in?     82%

Taking into account the accommodation and the services your landlord provides, to what extent do you think that the rent for this property represents good value for money?     89%