Your Housing Newsletter 22

As Chair of the Place, Neighbourhood & Corporate Assets Committee, I would like to thank you for taking the time to read the ‘Your Housing News’ tenant newsletter, which covers Housing and Property Maintenance services within East Dunbartonshire Council. The newsletter sets out a summary of the key achievements of Housing, Homelessness and Property Maintenance services for 2024/25 and highlights areas for further development.

The report details performance information on a range of service areas that we have reported on for a number of years, as well as some Scottish Social Housing Charter indicators, that have been set out by the Scottish Housing Regulator.  

The Scottish Social Housing Charter is a way of monitoring how social landlords are performing and meeting customer expectations. The Charter sets out the standards and outcomes that all social landlords should aim to achieve when performing their everyday housing activities. This is the eleventh year that we have reported on the Charter.

The heart of the Charter is about delivering good customer service and meeting customer expectations - something that we are committed to at East Dunbartonshire Council. The Charter aims to improve upon quality and standards of service across all social landlords. This will be achieved by customers having a clear idea of what they can expect from their landlords. These outcomes have been agreed through consultation with tenants.  

In line with the Charter, we will also monitor our own performance and publish an annual performance report. 
The report will be made available on the Council’s website, and we will also send copies to tenants and residents’ groups via email and can supply paper copies on demand.  

Councillor Paul Ferretti
Chair Place, Neighbourhood & Corporate Assets Committee

The Council currently owns and manages 3864 houses and flats across East Dunbartonshire. The information below shows a breakdown of Council stock per area.

The Scottish Housing Regulator (SHR) requires landlords to undertake a survey of tenants’ views on housing services at least once every three years. In 2024, the Council commissioned an independent market research company to carry out a full survey off all Council tenants.

A copy of all surveys can be made available by contacting the Housing Policy Team at housingpolicyteam@eastdunbarton.gov.uk

Property Maintenance undertook their own survey by asking tenants to complete a short questionnaire after a repair was carried out to their home. Based on a total number of 1,618 surveys carried out, 89.74% of tenants were fairly or very satisfied with the repairs service provided at completion of works. Satisfaction has increased in all areas but there is room for improvement.

The Council is committed to maximising the rental income that we receive from rents. This is important as the rent pays for many of the housing services we provide. During 2024/25, the rent collected as a percentage of the total rent due was 104%. This met and exceeded the Scottish average of 99%. 

Total rent due from all properties has increased slightly from £16,546,344.05 in 2023/24 to £17,488,044.44 in 2024/25, and an average weekly rent increase of 4% was applied for 2024/25. 

 A summary of our housing stock by size and average weekly rent is detailed in the table below. The Council strives to ensure that our rents remain affordable and are currently below Scotland’s Housing Network (SHN) national average. The SHN figure shown includes Housing Associations as well as Councils in Scotland. If you require more information, please contact the Housing service on 0300 123 4510. 

For the financial year 2024/25 the rent arrears outcome was £592,430.00, which was significantly lower than the target of £750,000. This is a decrease of £181,734.00 against the reported outcome for 2023/24 and has been achieved despite the current financial and economic challenges being faced by many households at this time. Officers apply and adhere to rent arrears procedures to maximise and safeguard rental income, reduce arrears, utilising all methods of contact available to engage with customers and escalating actions, which can include legal action, where relevant. 

Pre-tenant rent advice is provided to assist with tenancy sustainment and aims to alleviate early tenancy rent arrears. Weekly drop-in sessions are available for tenants on Universal Credit at Kirkintilloch Jobcentre and Housing Officer patches are set geographically to maximise and ensure best use of resources. Housing Officers continue to provide advice and support to all tenants, particularly those who engage and are financially affected as a direct result of the ongoing Cost of Living challenges for many households at this time.

Amount of rent arrears by year:

• 2021/22: £1,074,474
• 2022/23: £992,948
• 2023/24: £774,164
• 2024/25: £592,430

Former tenant arrears increased from £883,503.63 in 2023/24 to £938,053 in 2024/25

• 2021/22: £827,532
• 2022/23: £809,730
• 2023/24: £883,503
• 2024/25: £938,053

the average number of days to relet a house/flat was 114 days during 2024/25, compared to 75 days in 2023/24. A total number of 141 properties were relet during the reporting year.

Average Relet Times

• 2021/2022 - 74 days
• 2022/2023 - 60 days
• 2023/2024 - 75 days
• 2024/2025 - 114.8 days

There was an increase in lost income from empty homes from £292,051 in 2024/25compared to £188,932 in 2023/24. The 2024/25 figure represents 0.96% of rent lost as a result of properties being empty, compared to the Scottish average.
Joint working with the Void Team is having a positive impact on timescales and targets are now being met reducing the average number of days taken to relet properties. 

Void rent loss:

• 2021/22: £208,802
• 2022/23: £160,669
• 2023/24: £188,932
• 2024/2025 £292,051.

The Council and Caledonia Housing Association share a Common Housing Register (CHR). The CHR enables applicants to register for housing with participating landlords. One local landlord along with the Council has agreed a common system for prioritising housing applications. 

If you want information on applying for a council house call 0300 123 4510.

Key Achievements for 2024/25

• Continuation of local initiatives to ensure engagement with tenants using various communication methods
• Allocated Housing Association new build developments
• Allocated Council new build developments.

The Council is committed to improving the quality of tenants’ homes and has an ambitious Capital Improvement Programme in place. Our SHQS (Scottish Housing Quality Standard) and EESSH (Energy Efficiency Standard for Social Housing) pass rates continue to increase year-on-year thanks to the work which is carried out by our contractors. We are still awaiting the updated Scottish Government energy efficiency standard which was consulted on over the last year. When this new standard is released, we will take stock and develop a long-term plan to ensure this target is met. 
 
The percentage of East Dunbartonshire Council homes meeting SHQS as of March 2025 was 71.45%, compared to the national average of 78%.  
 
The Capital Works team have provided Property Maintenance with a detailed programme of properties for work which is to be carried out during the 2025/26 financial year, with surveys and installations well under way. The portfolio of properties will continue to be refreshed on a quarterly basis for the Capital Team to tackle the backlog of elemental failures caused by restrictions during Covid-19. This successful approach is now in year two following previous successes in tackling a backlog of property failures. 
 
Although refusals to allow access by tenants are down compared to 2023/24, the number is higher than expected. The approach outlined above ensures a refresh of properties due works under the capital programme are identified for Property Maintenance, which helps tackle the backlog. Customer Liaison Officers are available to provide support to tenants who require assistance to identify if their properties are due for any capital works on the programme. 

Procurement colleagues are in the final stages of tendering a window and door replacement contract which will allow Housing Investment to roll out a programme of replacing windows and doors that are reaching the end of their useful life. 
 
Our Energy Efficient Scotland: Area Based Schemes (EES: ABS) programme which is part funded by Scottish Government is under way in Bearsden, Milngavie and Kirkintilloch. The project this year includes replacing failing cavity wall insulation with a new rendered finish and a small external wall insulation project. This funding is hugely beneficial to the Council in mixed tenure blocks where this work would be unlikely to take place without financial assistance to homeowners.  
  
The Mixed Tenure Roofing team continues to provide successful outcomes with failing roofs being replaced. A framework return is being evaluated with work on the next batch of roofs likely to begin on site towards the end of September. 

A new contractor has been appointed to complete Electrical Installation Condition Reports (EICRs). This is a challenging area as the outputs aren’t particularly visible for tenants however they are a necessity to ensure our properties are safe and we meet our legislative requirements

Below shows the number of properties improved by Capital Works during 24/25:

• Roofing: 68
• Doors/Windows: 21
• Heating: 106
• Kitchens: 107
• Bathrooms: 65
• Rewiring: 89
• Aids and Adaptations: 29

The Property Maintenance service undertakes repairs and maintenance across the Council’s property estate, which includes circa 3,800 housing properties in addition to all operational and non-operational assets. Operationally this involves reactive repairs, void management, gas servicing, fixed electrical testing and portable appliance testing. The service also undertakes a range of capital works on behalf of both Housing and other Council service areas. 

Property Maintenance performance for each quarter for the financial year 2024/25:During 2023/24, Property Maintenance has consistently achieved 100% gas safety checks each quarter.

Emergency repairs 2023/24, the target was 4 hours:

• Q4 Jan-Mar (24/25): 3.45 
• Q3 Oct-Dec (24/25): 3.32 
• Q2 Jul-Sept (24/25): 4.03 
• Q1 Apr-Jun (24/25): 3.35 

Non-emergency repairs 2024/25, the target was 12 days:

• Q4 Jan-Mar (24/25): 10.86 
• Q3 Oct-Dec (24/25): 12.08 
• Q2 Jul-Sept (24/25): 12.85 
• Q1 Apr-Jun (24/25): 9.62 

% of Voids Returned 2023/24, the target was 85: 

• Q4 Jan-Mar (23/24): 81.20
• Q3 Oct-Dec (23/24): 80.20
• Q2 Jul-Sept (23/24): 88
• Q1 Apr-Jun (23/24): 91.70

% of repairs appointments kept, the target was 98.5

• Q4 Jan-Mar (24/25): 100
• Q3 Oct-Dec (24/25): 100
• Q2 Jul-Sept (24/25): 99.9
• Q1 Apr-Jun (24/25): 100

During 2024/25, 29 aids and adaptations were carried out to tenants’ homes, where the tenant had a mobility issue.

If you require further information about aids and adaptations, please contact the Occupational Therapy Service on 0141 355 2200.

During 2024/5 Homelessness Officers received 252 homeless applications; a 24% decrease in homelessness presentations compared to 334 the previous year.  Homelessness numbers during 2024/5 have been the lowest they have been in the last 9 years. 

There were 80 Housing Options appointments completed, all of which were resolved at the Housing Options stage. 

Number of homeless presentations:

• 2021/22: 299
• 2022/23: 423
• 2023/24: 334
• 2024/25: 252

A range of temporary accommodation measures were used to accommodate homeless households which included temporary furnished accommodation and Bed and Breakfast (B&B). To meet the increasing demand for temporary accommodation the Council increased temporary accommodation by 40%. A pilot to introduce “dual occupancies” was introduced to ensure adequate accommodation for single person households was available and the Council did not breach the unsuitable accommodation order during 2024/25. 

Due to low turnover of stock in the area and extended void timescales, the average waiting time on the homeless list was longer than anticipated; a 19% increase from 266 to 316 in the number of active homeless applications compared to 31 March 2024. This also had an impact on the time spent in temporary accommodation. There was a 49% decrease in the number of closed homelessness applications from 302 to 152 between 2023/4 and 2024/5

During 2024/5 the average stay in temporary accommodation was 185 days (+4% compared to 178 previous year) and 11 days in B&B (+10% 10 days previous year) and a 12% increase in the number of households in temporary accommodation from 106 to 119 as at 31 March 2025 compared to 31 March 2024. There was also a 7% increase in the number of children in temporary accommodation from 75 to 80 as at 31 March 2025 compared to 31 March 2024. 

The average length of stay in temporary accommodation is detailed in below.

• 252 households made a homeless application; a 24% decrease in homelessness presentations compared to 334 the previous year. Homelessness numbers during 2024/5 have been the lowest they have been in the last 9 years.
• 99% of applications were investigated within the recommended 28 days
• In addition to the 252 households, 80 households received housing options advice (none of which needed to make a homeless application)
• 120 calls were made to the Homelessness Out of Hours Service. This is 47% lower than the previous year when 227 calls were made
• 93 households were referred for housing support (12% homeless applicants)
• 105 households were assisted from the Homeless Furniture Grant Scheme (234 items)
• 39 households provided with specialist advice regarding private sector and 19 assisted via Rent Deposit Guarantee/Private Sector Scheme to secure accommodation
• 106 households referred to P101
• Landlord Registration; during 2024/25 217 new landlords registered (-5% compared to 228 2023/4) and 676 renewed their licence (-21% compared to 852 during 2024/5)
• Increase in demand for temporary accommodation (increased from 65% to 85% of households needing emergency and/or temporary accommodation)
• 177 temporary accommodation voids (13% increase compared to 157 previous year)
• 155 sign-ups (57% increase compared to 102 previous year). 1 property flipped from temporary accommodation to settled to meet housing needs of current tenant (compared to 5 last year)
• 17 antisocial behaviour complaints investigated and resolved. 7 Lead Tenancies returned to Landlords (at landlord’s request) compared to 8 in the previous year
• 28 New temporary accommodation (increase compared to 15 previous year)
• The Council did not breach the Unsuitable Accommodation Order during 2024/25. However, 5 households were placed in Unsuitable Accommodation (Bed and Breakfast). There were a total of 12 placements (69 nights) of the 5 households placed in temporary accommodation2 households deemed to be intentionally homeless were accommodated for reasonable time to allow them to secure accommodation via housing options/prospects. One household was moved to social rented accommodation within 3 days of placement. The other applicant applied to another local authority (4th application)
• 1 household was accommodated following a call to the out-of-hours service
• 2 households were moved from temporary accommodation due to risk and the only availability at the time was bed and breakfast until alternative accommodation could be sought.

If you are homeless or threatened with homelessness please contact the Homelessness and Prevention Team on 0300 123 4510 or email us on homelessness@eastdunbarton.gov.uk

The Housing Investment Team is responsible for promoting and facilitating the development of affordable housing throughout East Dunbartonshire to meet local housing needs while also supporting regeneration projects.

The team works closely with the Council’s Planning Service, The Scottish Government, Registered Social Landlords (RSLs), builders and developers to deliver new affordable housing for rent and sale over the coming years. The team continues to identify new development opportunities within the Strategic Housing Investment Plan (SHIP) to maximise the supply of affordable housing, which is required throughout East Dunbartonshire.

See details of new development opportunities since 2017/18 below.

• Ongoing commitment to develop new homes across East Dunbartonshire to meet housing need, working in conjunction with Scottish Government, Housing Associations and Developers
• Worked in partnership with the developer Robertson Homes to acquire 20 new homes at Wedgewood Drive in Bearsden
• Purchased 21 former Council homes on the open market which have then been let as affordable housing
• Continue to promote all affordable housing tenures including social rent, shared equity and Mid-Market rent in conjunction with Housing Associations
• Submitted comprehensive Strategic Housing Investment Plan (SHIP) to The Scottish Government.

The Tenant Participation Team provides direct support to tenants and tenant organisations, monitors tenant and resident involvement in housing services and administers key elements of the Tenant Participation Strategy, such as tenant participation grants.

The key aims of the team are to:

• Promote and develop tenant participation, ensuring tenant involvement in the planning development and review of housing services
• Support local tenant organisations and encourage the growth of opportunities to participate
• Service the Tenant Participation Working Group (TPWG)
• Ensure tenants’ organisations have up-to-date and accurate information
• Ensure there are no barriers to participation
• Provide a range of services which support young tenants, or those with accommodation issues

• Three issues of Taking Part newsletters in April / August / December 2024. Since August 2024 the newsletter is now issued electronically by email to tenants and available on the Council’s website
• Facilitated 5 meetings of the Tenant Participation Working Group
• Facilitated 4 meetings of the Sheltered Housing Forum
• Tenant Event held in September 2024 at Kilmardinny House
• Continued Tenant Participation support to groups/interested tenants
• Supported with the development and establishing of a new group - The Rowans Tenants Association
• Facilitated Tenant Participation drop-in surgeries at Project 101 office to encourage and support more participation from young people. This then led to the establishing of a new group, the Young Tenants & Residents Association
• Facilitated a general housing information stall at Meet the Services event in April 2024. 

We are always hoping to work with tenants to help improve our housing and repairs services.  If you would like any information on the Tenant Participation Team, please call 0300 123 4510 or email tenantparticipation@eastdunbarton.gov.uk

Project 101 is a youth housing information service providing information and advice on housing and related issues. Since 2023, provide services in two locations in East Dunbartonshire,  Kirkintilloch and Bearsden.

Key Achievements 2023/24:

•  Received 110 referrals for young people in East Dunbartonshire
• Young people continue to benefit from the home-pack that was developed in 2024 – 15 young people have received this when starting their new tenancies so far in 2025
• Established the Young Tenants and Residents Group – they now have a committee and their own logo with young people attending every month
• Significant change for Project 101 with the former office on Townhead closing in February 2025. With a relocation to 5 Dalrymple court, the Team are looking forward to opening the new building and welcoming the young people back in and make the most of the new space
• Young people who attend the Young Tenant and Residents’ Group had a huge say in the future of Project 101 and its rebrand, and all have been delighted with how it has turned out
• Cooking now takes place at Hillhead Community Centre once a week and has proven to be a huge success, as well as covering other tenancy sustainment related items during this time
• Potential of looking to add a third location for our cooking and tenancy sustainment sessions to ensure we are reaching out to more young people who could benefit from this service.

Project 101 priorities for 2025/26

• Project 101 new premises to open
• Expansion and development of the new youth tenant and residents’ group
• Expansion of Independent living skills with the aim of delivering at a third venue and keeping cooking and other tenancy areas being the priority
• Continue to enhance and improve the online presence and accessibility by expanding digital resources and social media engagement between the service and customers
• Strengthen partnerships with relevant agencies to enhance the reach of Project 101
• Increase awareness of Project 101 and its services within the community. Linking in with schools, youth organisations and other local agencies
  

Further updates are available on the Project's Facebook page. If you would like more information on Project 101 please call 0300 123 4510 or email Project101@eastdunbarton.gov.uk

There were 130 cases of anti-social behaviour complaints reported by tenants to their Housing Officer in 2024/25. Of these complaints, 98% (128) were resolved within timescale. This compared to a Scottish average of 94.3%.   

Anti-social behaviour can only be addressed if you tell us about it and how it is affecting your quality of life. We need to know when and where it is happening and who is responsible. This will allow us to provide an appropriate response and help us find suitable and effective solutions. Any information you provide will be treated in the strictest confidence. As an East Dunbartonshire Council tenant, you can make a complaint initially by contacting your local Housing Officer, who will help you to resolve the problem. The Housing officer may liaise with the Council’s Community Safety Team, Police Scotland and any other relevant agencies for assistance.

Next Steps

The Housing and Property Maintenance Services are committed to continuous improvement and are keen to hear your views. You can do this by writing to us or phoning with your views using the address or contact numbers below. 

If you wish to complain about the service you have received, simply pick up a Complaints Procedure leaflet from your local Housing officer or call us on 0300 123 4510 or email us at complaints@eastdunbarton.gov.uk and we will send a copy to you. 

If you would like to get in touch about the content of this newsletter, you require further information or you would like a copy sent out, please contact Housing on 0300 123 4510.

Alternatively, you can email us at:

Email:housing@eastdunbarton.gov.uk

Or write to us at:

Housing Service

East Dunbartonshire Council

William Patrick Library

2-4 High Street

Kirkintilloch

G66 1AD