Our Charter Report Card
Our performance In this report we will let you know how we performed against the standards set out in the Scottish Social Housing Charter (the Charter). The Charter covers: • • • • • • •
Equalities The customer/landlord relationship Housing quality and maintenance Neighbourhood and community Access to housing and support Getting good value from rents and service charges Other customers
We report to the Scottish Housing Regulator (SHR) each year and you can read the full report on the SHR’s website https://www.scottishhousingregulator.gov.uk/find-and-compare-landlords.
What we have reported on This report focuses on the standards we believe are the most important to you, our tenants. This includes: • • • • •
How well we keep you informed Housing quality and maintenance Anti-social behaviour Tenancy sustainment Rents and service charges
We have also included the following information so you are able to see where we are doing well and where we need to improve: • • • • •
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How we compare to other landlords The previous year’s performance Ratings for performance The actions we are taking to improve performance Actions we are taking to improve performance
call 01475 630930 or email info@larkfieldha.org.uk
How we measure our performance Our performance information comes from a range of sources. Every three years we carry out a detailed and independent customer satisfaction survey, applying the same face-to-face approach each time. In November 2015, we commissioned an independent company, Research Resource, to complete a customer satisfaction survey for us. Most of the 2017/18 satisfaction information is based on the results of the November 2015 survey. Customer satisfaction with repairs and the standard of homes when moving in is measured using in-house surveys. We are currently commissioning a customer satisfaction survey for 2018 and the results will be shown in next year’s Charter report.
The ratings
We are doing well
We are doing ok
We could do better
In most instances we have compared ourselves against the Scottish Housing Regulator’s Scottish average (which includes all councils and Registered Social Landlords (RSLs) or housing associations (HAs)).
Tenant satisfaction INDICATOR: Percentage of tenants satisfied with the overall service provided by their landlord
Larkfield 2015/16 ➞ 2017/18
Scottish Average 2017/18
94.8%
90.5%
Our relationship with you INDICATOR: Percentage of tenants who feel their landlord is good at keeping them informed about services and outcomes
Larkfield 2015/16 ➞ 2017/18
Scottish Average 2017/18
99.6%
91.7%
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INDICATOR: Percentage of tenants satisfied with the opportunities given to them to participate in their landlord’s decisionmaking processes
Larkfield 2015/16 ➞ 2017/18
Scottish Average 2017/18
99.6%
85.9%
We are committed to providing accessible services and barrier-free participation and offer a range of ways for people to get involved. These include local meetings, online and postal surveys, service improvement groups, open days and tenant participation events.
Housing quality INDICATOR: Percentage of stock meeting the Scottish Housing Quality Standard (SHQS)
Larkfield 2015/16
Larkfield 2016/17
Larkfield 2017/18
Scottish Average 2017/18
92.8%
93.7%
93.7%
94.2%
Almost all our properties have met the Scottish Housing Quality Standard (SHQS). There are a small number of properties that require external improvements within mixed blocks. We will continue to work with other key stakeholders to engage with owner occupiers to allow these works to be carried out, as and when opportunities arise.
INDICATOR: Percentage of tenants satisfied with the standard of their home when moving in
Larkfield 2015/16
Larkfield 2016/17
Larkfield 2017/18
Scottish Average 2017/18
25%
82.35%
91.67%
90.24%
We made improvements to our re-lettable standard and lettings procedures and are delighted to see this reflected in tenant satisfaction levels.
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Maintenance INDICATOR: Percentage of tenants (who have had repairs or maintenance carried out in the last 12 months) satisfied with the repairs and maintenance
INDICATOR: Average length of time taken to complete nonemergency repairs
Larkfield 2015/16
Larkfield 2016/17
Larkfield 2017/18
Scottish Average 2017/18
94.7%
99.7%
100%
92.1%
Larkfield 2015/16
Larkfield 2016/17
Larkfield 2017/18
Scottish Average 2017/18
4.8 days
7.8 days
10 days
6.4 days
We are working with our reactive repairs contractors to improve performance on the average time taken to complete non-emergency repairs during 2017/18.
INDICATOR: Percentage of reactive repairs carried out in the last year completed right first time
Larkfield 2015/16
Larkfield 2016/17
Larkfield 2017/18
Scottish Average 2017/18
84%
86.6%
86.7%
92.2%
Our performance on reactive repairs completed “right first time” has continued to improve since 2014/15. We are working with our reactive contractors to continue improving our performance on “right first time” during 2017/18.
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Anti-social behaviour INDICATOR: Percentage of antisocial behaviour cases reported in the last year which were resolved within locally agreed targets
Larkfield 2015/16
Larkfield 2016/17
Larkfield 2017/18
Scottish Average 2017/18
100%
100%
100%
87.9%
For every 100 homes, 2.1 cases of anti-social behaviour were reported to us in 2017/18.
Tenancy sustainment INDICATOR: Percentage of tenancies sustained for more than one year
Larkfield 2015/16
Larkfield 2016/17
Larkfield 2017/18
Scottish Average 2017/18
90%
100%
92.86%
88.66%
Rents and service charges The rent we collect is needed to ensure we have money to: repair, maintain and upgrade your home; manage your neighbourhood; provide housing management services; and access support and advice services. Size
No. of Properties
Larkfield 2015/16
Larkfield 2016/17
Larkfield 2017/18
Scottish Average 2017/18
1 Bedroom
12
£56.89
£57.75
£59.06
£73.33
2 Bedroom
127
£78.89
£80.08
£83.60
£74.94
3 Bedroom
212
£91.19
£92.49
£96.88
£81.37
4 Bedroom+
31
£103.16
£104.70
£109.46
£90.39
Although our rents for two, three and four-bedroom properties are above the Scottish average, the annual increases we applied during the last three years have been below the Scottish Average.
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call 01475 630930 or email info@larkfieldha.org.uk
INDICATOR: Percentage average weekly rent increase to be applied
Larkfield 2015/16
Larkfield 2016/17
Larkfield 2017/18
Scottish Average 2017/18
1.5%
2.0%
2.5%
3.2%
We will be consulting on our April 2019 rent increase shortly and this will allow us to establish a better understanding of what value for money means to our tenants.
INDICATOR: Rent collected as a percentage of rent due
INDICATOR: Total rent arrears as a percentage of rent due for the reporting year
Larkfield 2015/16
Larkfield 2016/17
Larkfield 2017/18
Scottish Average 2017/18
99.6%
100.2%
101.1%
99.4%
Larkfield 2015/16
Larkfield 2016/17
Larkfield 2017/18
Scottish Average 2017/18
3.9%
5.04%
5.06%
5.18%
There has been a very small increase in our total rent arrears from last year, although they remain below the Scottish average. The roll-out of Universal Credit continues to present challenges and we are making sure tenants who may be affected are notified and getting the help and support they need to pay their rent on time.
INDICATOR: Average length of time taken to re-let properties
INDICATOR: Amount of rent lost due to homes being empty as percentage of total rent due
Larkfield 2015/16
Larkfield 2016/17
Larkfield 2017/18
Scottish Average 2017/18
16.2 days
28.7 days
24.5 days
30.7 days
Larkfield 2015/16
Larkfield 2016/17
Larkfield 2017/18
Scottish Average 2017/18
0.3%
0.3%
0.4%
0.7%
The time taken to re-let our homes decreased this year. Our total days included the time taken to complete major works carried out prior to the start of the tenancy, including kitchen, bathroom and central heating improvement works.
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What do you think? We want to know what you think of this report to help improve the information we provide on our performance in the future. If there is anything you would like to ask or discuss in more detail then please get in touch – we would be delighted to hear from you. There are lots of other ways to get involved to help us improve our services. For more information: Call 01475 630930 Email info@larkfieldha.org.uk Write to 14 Lothian Road, Greenock, PA16 0PG Visit www.larkfieldha.org.uk
Larkfield will produce this information on request in Braille, Audio Tape, Large Print and Community Languages. To find out more, telephone us on 01475 630930.
Larkfield Housing Association Limited is a registered society under the Co-operative and Community Benefit Societies Act 2014, Registered Number: 2509 R(S), Registered Office: 14 Lothian Road, Greenock PA16 0PG. It is a Charity registered in Scotland, Charity Number: SC032418; a Registered Social Landlord with the Scottish Housing Regulator, Registration Number: HCB 293; and registered as a Property Factor Id: PF000279. Part of the Link group © Link Group Ltd 2018.
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call 01475 630930 or email info@larkfieldha.org.uk