Reporting our Annual Performance
The Housing Service is committed to providing best value for tenants and the wider community. 2008/09 has been another excellent year for us, so we're happy to present consistent improvements across many of our areas of business. These are demonstrated in the charts below.
We will continue to focus on achieving high performance standards by making improvements, where necessary. If you would like any further information about the Housing Service's performance monitoring, please contact the Performance and Information Team on 01259 452000.
Void Turnaround Time Chart - Rent Loss Chart
- Rent Arrears Chart
- House Sales Chart
- Emergency Repairs (4hrs) Chart
- Emergency Repairs (Next Day) Chart
- Urgent Repairs Chart
- Routine Repairs Chart
- Houses Allocated by Band Chart
- Average Time to Complete Homelessness Assessments Chart
- % Completed Assessments Carried out in Less Than 28 Days Chart
- Average Time Between Homelessness Registration and Offer Chart
- Customer Feedback and Complaints Chart
Void Turnaround Time Performance 2008-09
The average void turnaround time for those let in 2008/09 is 4 weeks. This is well below our target to let voids in less than 6 weeks and compares well with the previous year's performance when the average turnaround time was 6 weeks.
Of the 362 voids that were let in 2008/09, 66% (239 voids) were let in 4 weeks or less. This exceeds our target for the year, which was to let 47% or more voids within the 4 week period.
This also compares favourably with the previous year when we let a total of 488 voids in 2007/08, of which only 37% (179 voids) were let within 4 weeks.
Rent Loss Performance 2008-09
This bar chart shows the rent loss due to unoccupied dwellings in 2008/09 compared to 2007/08.
Our target was to reduce the rent loss to under 1.5% in 2008/09. We exceeded this target by achieving 1.1% by the year end.
Over recent years, we have focussed upon delivering efficiencies in the way we allocate our properties. It is pivotal to our business in terms of best value that we minimise the number of weeks we lose in rental income. It is also important for people in housing need that we are able to let our properties quickly and that the properties meet our standard.
93% of new tenants were satisfied with the condition of the property when let in 2008/09. Comments received from new tenants help us identify where we need to do better and we have taken action to improve our performance in this indicator.
Rent Arrears Performance 2008-09
This bar chart shows the rent arrears in 2008/09 compared to 2007/08.
Having successfully reduced the arrears figure in 2007/08 from 7.5% in April 2007 to 5.9% at the end of March 2008, our target for 2008/09 was to maintain this good performance and achieve 6.1% or less in 2008/09.
However, at the end of last year current tenant arrears remained at 6.3% through the last quarter of the financial year. This is a disappointing result, but further work is underway to reduce the arrears and meet the target for this year to reduce arrears to 6.1% or less.
House Sales Performance 2008-09
This bar chart shows the number of houses sold in 2008/09 compared to 2007/08.
The level of house sale applications last year dropped significantly compared to 07/08. 76% of those applications were settled within the 26-week target.
Repairs Performance 2008-09
Emergency Repairs (4 hrs) Performance 2008-09
This bar chart shows the percentage of emergency repairs that were made within the timescale of 4 hours for year 2008/09 compared to 2007/08.
Emergency Repairs (Next Day) Performance 2008-09
This bar chart shows the percentage of emergency repairs that were made within the timescale of 24 hours for year 2008/09 compared to 2007/08.
Urgent Repairs Performance Chart 2008-09
This bar chart shows the percentage of urgent repairs that were made within the timescale of one week for year 2008/09 compared to 2007/08.
Routine Repairs Performance Chart 2008-09
This bar chart shows the percentage of routine repairs that were made within the timescale of four weeks for year 2008/09 compared to 2007/08.
Strong performance continues on repairs completed within target timescales. The year-end target for each of the repairs priority targets has been met or exceeded. This emphasises the continuing hard work and commitment of staff and tradespersons to the delivery of an excellent service to our tenants.
When comparing local authority performance across Scotland in the delivery of repairs within 24 hours, the Scottish Best Value Network named Clackmannanshire Council as top performers for 06/07 and 07/08. This excellent performance has continued this current year.
Houses Allocated by Band Performance 2008-09
Properties are allocated to each band according to pre-set quotas. (See Applying for a Council House for further information.) The quotas ensure that applicants in every band have an opportunity to be housed, while giving reasonable preference to those in the most need.
367 properties became vacant during 2008/09. 362 properties were let in the year with 14% to band 1, 55% to band 2, 37% to band 3 and 14% to band 4 applicants.
52% of properties were let to homeless applicants and to applicants who have no secure accommodation.
95% of all new tenants were satisfied with the service they received when applying for a Council property and 94% of new tenants were happy with the information received at the tenancy sign-up meeting. All feedback received from tenants is recorded and used to inform us about how to improve our services.
Homelessness Performance 2008-09
The number of applications assessed as homeless in 2008/09 was 629, of which 332 (53%) were assessed as in priority need.
Clackmannanshire Council continues to be in the upper quartile of local authorities for homeless presentations per 1000 stock. In addition, we continue to find a high proportion of these to be homeless.
We will ensure that, in line with Government guidelines, the proportion of non-priority homeless applicants will fall to under 11% by 31/03/10.
Average Time to Complete Homelessness Assessments 2008-09
This bar chart shows the number of days taken each month to complete Homelessness Assessments for year 08/09, which, overall, remains within target most months.
% Completed Assessments Carried Out in Less Than 28 Days
This chart shows the percentage of Homeless Assessments we made within the 28-day target.
We assessed around 57% in under 28 days compared with the national average of 67%. This is down 6% on 2007/08.
We continue in line with the national average for those assessed in under 2 weeks and those assessed over 8 weeks. However, it is in the bracket of those assessed from 4-8 weeks where we find ourselves out of step with the national average of about 6%.
We have a relatively high proportion of complex cases which can take longer to assess and these affect the overall performance figure.
From the end of the 3rd quarter of 2008/09, the number of homeless presentations doubled. For example, the January 2009 figure of 60 is double the November 2008 figure of 30. This has put pressure upon assessments towards the end of 2008/09.
Overall, the performance for the year on this indicator is good against national benchmarks.
Average Time Between Homelessness Registration and Offer
This bar chart shows the number of days each month between those having been registered homeless and being offered a property.
The target for 2008/09 was fewer than 170 days. We have exceeded this target.
Since 2007/08, there has been around an 18% reduction in available lets to applicants in Clackmannanshire. This gradual reduction occurs alongside an increase in the overall number of waiting list applicants each month.
In spite of this challenge, we continue to work within our target of 170 days between registration and offer throughout the year. However, the trend is increasing and some people may spend longer in temporary accommodation.
We will continue to monitor our targets for lets to homeless applicants to ensure that reasonable preference is given to those in highest need.
Customer Feedback 2008-09
Customer Feedback and Complaints 0809
This pie chart shows the number of comments and complaints we received, by category, in the last year.
This feedback shows us that we need to improve our performance in certain areas across the service. We are committed to doing so as part of our Improvement Plan.
What is encouraging is that of the 113 contacts we received, 15 of these were to provide us with positive comments and feedback. This is really helpful because it helps us to identify areas of best practice that we can learn from and incorporate into poorer performing areas.
We are reviewing our customer care strategy to ensure we continue to receive detailed customer and tenant feedback. If you would like to offer feedback to us, please complete the online Comments and Complaints Form or telephone the Performance and Information Team on 01259 452000.
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Tenants & Residents FederationSkip to navigation You are here: Home / Housing / Reporting our Performance / Reporting our Quarterly Performance
Reporting our Quarterly Performance
The Housing Service is committed to providing best value for tenants and the wider community. We focus on achieving high performance standards by making improvements, where necessary.
Demonstrated below is our performance by quarter 2009/10:
Quarter 1: April - June 2009
Quarter 2: July - September 2009
Quarter 3: October - December 2009
If you would like any further information about the Housing Service's performance monitoring, please contact the Performance and Information Team on 01259 452000.
Current Rent Arrears as % Net
Void Rent Loss % Gross Debit
Average Weeks to Let a House
Number of Applications by Application Status
% Repairs Carried Out in Emergency (4hrs) Timescale
% Repairs Carried Out in Emergency (Next Day) Timescale
% Repairs Carried Out in Urgent (7 Days) Timescale
% Repairs Carried Out in Routine (28 Days) Timescale
Rent Arrears Performance
The arrears figure for quarter 3 was just above target. We have a lot of cases in the legal system at present: we have passed more for court action this year than we have in previous years. As we enter the 4th quarter, the team is looking at ways to reduce arrears, including working on a strategy for static balances. Former tenant arrears have increased again: we are finding it difficult to resource the management of them due to staff shortages. Current tenant arrears are taking priority.
Rent Loss Due to Unoccupied Dwellings Performance
Rent loss due to unoccupied dwellings remains below target. This is very positive considering the challenges in terms of resourcing and the fact that unoccupied dwellings have increased by 6% this year (17 properties) so far.
Letting Performance
In December, we allocated 18% of properties under 2 weeks. However, more properties need allocated within the 2-4 week period, as this is the area where we are failing. Following an acute period where there were vacancies and sickness, we are beginning to pick up performance as we enter quarter 4.
Applications by Application Status Performance
Emergency Repairs (4 hrs) Performance
Emergency repairs continued to meet the target for the third onsecutive quarter. This is good news given the extreme weather conditions in December causing problems with frozen pipes, heating etc. It is anticipated that we will meet year-end target for this indicator.
Emergency Repairs (Next Day) Performance
Emergency repairs continued to meet the target for the third onsecutive quarter. This is good news given the extreme weather conditions in December causing problems with frozen pipes, heating etc. It is anticipated that we will meet year-end target for this indicator.
Urgent Repairs (7 Days) Performance
Consistently improved performance for urgent repairs timescales has been seen in all three quarters.
Routine Repairs (28 Days) Performance
Despite a dip in quarter 2, performance has reached its highest in quarter 3. Performance has remained above target across all three quarters.
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