Reporting our Annual Performance
The Housing Service is committed to providing best value for tenants and the wider community. We want to share with our customers and partners how well we are doing in meeting our key performance measures and standards.
Adaptations - Customer Feedback 2010
Most recently, we received customer feedback from those who had an adaptation made to their home during 2010. 88% of our tenants rated the overall adaptations service as 'very good' or 'good'. Our 2010 User Feedback Report is available to view or download.
You can also view User Feedback Reports from 2007 - 2009 from this page.
Our Housing Adaptations Service User Feedback Survey Outcome Reports are also available through our Consultations Database.
Scottish Housing Regulator Inspection - Update 2011
The Scottish Housing Regulator (SHR) has completed its appraisal of the progress report submitted by the Housing Service following the comprehensive self-assessment of progress on the Inspection Improvement Plan.
The Regulator has confirmed that: 'this work, together with surveys of the Council's Registered Tenant Organisations, has provided evidence of improved performance and outcomes for service users and confirmed that the Housing service has maintained its recent good progress.'
SHR is of the view that there are no significant risks evident and, as a result, propose no specific scrutiny work over the coming year, 2011/12.
View a copy of our original Housing Inspection Report from this page.
Customer Satisfaction
Full tenant survey
In our last full tenant survey in 2008, 73% of our tenants who responded felt very satisfied or fairly satisfied with the overall service provided by their landlord. This compares favourably with the previous survey undertaken in 2006, in which 72% satisfaction rate was achieved.
For more details on our survey outcomes, please see our Tenant Satisfaction Results.
Our next full tenant survey is due to be undertaken in 2011/12.
2010/11 Performance
We are currently pulling together the data that tells us how well we have performed against our key annual targets for 2010/11. We will share this information as soon as it is available.
Repairs Satisfaction
The Council routinely checks tenant satisfaction with the repair process. We select a random sample of tenants who have recently had a repair completed and ask a series of qualitative questions relating to the standard or work and service.
The survey results (from calls to tenants) for 2009/10 show that 96% of tenants rated the overall repairs service as excellent, very good or good. Performance in 2010/11, for the first half of the year has remained consistently high with 95% of tenants surveyed rating the service as excellent, very good or good.
2009/10 Performance
2009/10 was another excellent year for us. We are happy to present consistent improvements across many of our areas of business. Our performance is demonstrated in the charts below.
- Void Turnaround Time
- New Tenant Customer Satisfaction
- Rent Loss Due to Unoccupied Dwellings
- Rent Arrears
- Emergency Repairs (4hrs)
- Emergency Repairs (Next Day)
- Urgent Repairs
- Routine Repairs
- Average Time to Complete Homelessness Assessments
- Average Time Between Homelessness Registration and Offer
- % Completed Assessments Carried out in Less Than 28 Days - Permanent Accommodation
- % Completed Assessments Carried out in Less Than 28 Days - Temporary Accommodation
- % Housing Stock Being Brought Up to SHQS by Criteria
Void Turnaround Time Performance 2006-10
We have improved our performance on the management of empty properties, management of the waiting list and the allocation of properties over the past few years, except for a slight dip in 2009/10. However, at the end of the first quarter of 2010/11, we are back on track with improved results on turnaround time and void rent loss. 69% of all properties let in the first quarter of this financial year were let in four weeks or less.
New Tenant Customer Satisfaction
Each month, we ask our new tenants to rate their satisfaction on: the application process, the sign-up meeting and the lettable standard. This provides us with an average new tenant customer satisfaction rate.
The graph shows that the average new tenant customer satisfaction rate has improved from 93.82% in 2008/09 to 95.19% in 2009/10. Also, the trend shows that the new tenant customer satisfaction rate is likely to continue to improve in 2010/11.
Rent Loss due to Unoccupied Dwellings Performance 2006-10
This indicator is the level of rent lost due to our properties remaining empty when they are available for letting. It indicates how efficiently we identify new tenants and identify and carry out any repairs necessary before a new tenant can move in. The better our performance in this area, the less income is lost.
Rent Arrears Performance 2006-10
This is a measure of the Council's performance in collecting rent due to it from its current tenants.
Last financial year, we reached our target of 6.1%. Our target for this year is to reduce the arrears figure to below 6.0% by March 2011.
Our focus has been to encourage all tenants to pay their rent on time and in advance, in line with their tenancy agreement. Although many tenants pay their rent regularly, many still do not pay in advance. So, at times during the year, even these tenants can still be in arrears. We are keen to ensure that our tenants get all the help that they need to keep their rent accounts up-to-date. The more tenants who pay their rent correctly and on time, the more time our staff have to focus on improving the full range of housing services that we deliver.
Repairs Satisfaction
We check tenant satisfaction with the repair process with a random sample of tenants who have recently had a repair completed. 96% of tenants surveyed in 2009/10 rate the overall repairs service as excellent, very good or good.
Performance has remained consistently high with 95% of tenants surveyed rating the service as excellent, very good or good at the mid-year point.
Repairs Performance 2006-10
Emergency Repairs (4 hrs) Performance 2006-10
Emergency Repairs (Next Day Performance) 2006-10
Urgent Repairs (7 Days) Performance 2006-10
Routine Repairs (28 Days) Performance 2006-10
We know that the repairs and maintenance service is the most important service we provide to our tenants. 8 in 10 tenants who responded to our last full tenants' survey in 2008 identified the repairs service as the most important service, with the overall quality of homes and value for money for rent paid coming second and third.
The Scottish Housing Regulator recommended a series of actions required to enable us to improve our repairs service. We have been focussing on implementing these recommendations to improve the quality of the repairs service and the response times. The charts show that we have continued to deliver improved results for our customers for all categories of repairs.
Homelessness Performance 2009/10
720 households presented as homeless to Clackmannanshire Counil in 2009/10 and 731 homeless assessments were carried out.
565 (77%) of households were assessed as being homeless with 83 (15%) of those being assessed as homeless non-priority.
Government guidelines for Councils to meet the 2012 target stated that we should reduce the numbers found to be non-priority to 11% by 31st March 2010. Recent discussions on reducing non-priority need have resulted in changes that will reduce the number of households in non-priority need to below the required level by the end of March 2011.
Average Time to Complete Homelessness Assessments 2009/10
The bar chart above shows the number of days taken each month to complete all homelessness assessments for year 2009/10, which, overall, remains within target most months. Our overall average for 2009/10 was 24 days, which is 2 days less than last year's average of 26 days.
We assessed 63% of all applications in under 28 days compared with only 57% the previous year. Although, we are still below the national average for Scotland.
We have a relatively high proportion of complex cases which can take longer to assess and these affect the overall performance figure.
Average Time between Homelessness Registration and Offer 2009/10
The chart above shows the average time in days between registration and offer of Council accommodation.
The target for 2009/10 was fewer than 182 days. As the chart shows, there was only one month (November) when we failed to meet this target. Our average for the year was 140 days.
Since 2008/09, there has been around a 4% increase in available lets to applicants in Clackmannanshire.
We will continue to monitor our targets.
Cases Where the Council has a Duty to Provide Permanent Accommodation: % of Decision Notifications Issued Within 28 Days of Initial Presentation.
In 2009/10, 68% of households found to be homeless priority unintentional (duty to provide permanent accommodation) were notified of their assessments within 28 days compared with 66.6% the previous year.
Cases Where the Council has a Duty to Provide Temporary Accommodation: % of Decision Notifications Issued Within 28 Days of Initial Presentation.
In 2009/10, 76.9% of households found to be homeless - excluding priority unintentional (duty to provide temporary accommodation) - were notified of their assessment within 28 days. This compares with 60.8% the previous year. The average for Scotland for 2008/09 was 73%.
Scottish Housing Quality Standard
If you would like to offer feedback to us, please complete the online Comments and Complaints Form or contact us using the details below.
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Contact information
For further information about this page please contact:
Strategy and Performance Adviser, Housing
Lime Tree House, Castle Street, Alloa, FK10 1EX
Tel: 01259 450000
Email: housing@clacks.gov.uk
Or use the on-line contact form
