Your Housing Newsletter - Issue 21

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 2023/24 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. In this report, we have detailed both the Charter indicators and our own local performance indicators. Figures stated within the report are accurate as of 31 May 2024.

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 Pamela Marshall

Chair

The Council currently owns and manages 3833 houses and flats across East Dunbartonshire. 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. This is important as the rent pays for many of the housing services we provide. During 2023/24, the rent collected as a percentage of the total rent due was 100.7% This met the Scottish average of 99.4%.

Total rent due from all properties has increased slightly from £15,443,773.60 in 2022/23 to £16,546,344.05 in 2023/24, and an average weekly rent increase of 4.80% was applied for 2023/24.

A summary of our housing stock by size and average weekly rent is detailed in Table 3 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 2023/24 the rent arrears outcome was £774,164.51, which was significantly lower than the target of £990,000. This outcome was a decrease of £211,982.64 against the reported outcome for 2022/23 and has been achieved despite the current economic challenges being faced due to the ongoing cost of living crisis, as well as the moratorium on evictions, which has since expired. Officers adhere to procedures to maximise and safeguard rental income, reduce arrears and utilise all methods of contact available to engage with customers.

Pre-tenant rent advice assists with tenancy sustainment and aims to alleviate early tenancy rent arrears and continues to have a positive impact; weekly drop-in sessions are available for tenants on Universal Credit at Kirkintilloch Jobcentre; and realigned Housing Officer patches ensures best use of resources. Housing Officers continue to provide advice and support to all tenants, and in particular those who engage and are financially affected as a direct result of the cost of living challenges which many households face at this time.

Amount of rent arrears by year:

• 2020/21: £1,084,226
• 2020/22: £1,074,474
• 2020/23: £992,948
• 2020/24: £774,164

Former tenant arrears decreased from £883,503.63  in 2022/23 to £809,730.49 in 2023/24.  

• 2020/21: £647,377
• 2020/22: £827,532
• 2020/23: £809,730
• 2020/24: £883,503

The average number of days to relet a house/flat was 75.01 days during 2023/24, compared to 59.46 days in 2022/23 and 74 days in 2021/22. A total number of 178 properties were relet during the reporting year.

There was an increase in lost income from empty homes from £160,669.79 in 2022/23 to £188,932.28 in 2023/24, The 2023/24 figure represents 1.1 % of rent lost as a result of properties being empty, compared to the Scottish average of 1.4%. 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:

• 2020/21: 310,856
• 2020/22: 208,802
• 2020/23: 160,669
• 2020/24: 188,932

Void performance has improved as a result of additional craft resources (tradesmen) utilised by Property Maintenance, which has directly improved turnaround times.

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 2023/24

• 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. Works on the Capital Programme are now approaching pre-pandemic levels. This has ensured we have improved our compliance of both SHQS (Scottish Housing Quality Standard) and EESSH (Energy Efficiency Standard for Social Housing). The Scottish Government has recently concluded a consultation on EESSH (Energy Efficiency Standard for Social Housing) with updated targets due to be published spring 2025, when the new targets are available, the Capital Team  will begin planning to ensure compliance.

The percentage of East Dunbartonshire Council homes meeting SHQS as of March 2024 was 61.6%, compared to the national average of 84.4%. 

The Capital Works team has provided Property Maintenance with a detailed programme of properties for work which is to be carried out during the 2024/25 financial year, with surveys and installations well underway. 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 Covid-19. This successful approach was trialled in the last financial year as it benefits Property Maintenance by providing continuity and a steady stream of properties due for capital works.

Unfortunately, the larger than expected number of refusals that occurred during 2023/24 from tenants when offered new kitchens, bathrooms, roofs or heating systems has continued into this year’s programme. 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 process of tendering an energy efficiency call-off, which will see a contractor appointed to carry out thermal efficiency benefits to our properties as well as window and door replacements.

We will again be taking up our offer of funding from the of Scottish Government funding via the Energy Efficient Scotland: Area Based Schemes (EES: ABS) programme which will see external wall insulation programme developed. This scheme provides grant funding for owner occupiers to install costly insulation measures. 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 Framework continues to provide successful returns with a high percentage of problematic roofs having been replaced. In early October the properties within the ninth batch will be provided costs for replacement, which will result in more roofs being replaced. Although the number enquiries have dwindled over the summer season, it is anticipated this will increase over the Winter period.

Below shows the number of properties improved by Capital Works during 23/24:

• Roofing: 49
• Doors/Windows: 18
• Heating: 136
• Kitchens: 192
• Bathrooms: 74
• Rewiring: 101
• Aids and Adaptations: 145

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 2023/24:During 2023/24, Property Maintenance has consistently achieved 100% gas safety checks each quarter.

Emergency repairs 2023/24, the target was 4:

• Q4 Jan-Mar (23/24): 3.32
• Q3 Oct-Dec (23/24): 3.56
• Q2 Jul-Sept (23/24): 3.28
• Q1 Apr-Jun (23/24): 3.45

Non-emergency repairs 2023/24, the target was 12:

• Q4 Jan-Mar (23/24): 13.4
• Q3 Oct-Dec (23/24): 16.9
• Q2 Jul-Sept (23/24): 12.3
• Q1 Apr-Jun (23/24): 13.3

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

• Q4 Jan-Mar (23/24): 84
• Q3 Oct-Dec (23/24): 88.8
• Q2 Jul-Sept (23/24): 89.3
• Q1 Apr-Jun (23/24): 86.3

% of repairs appointments kept, the target was 98.5

• Q4 Jan-Mar (23/24): 100
• Q3 Oct-Dec (23/24): 99.8
• Q2 Jul-Sept (23/24): 99.8
• Q1 Apr-Jun (23/24): 99.9

The average length of time taken to complete emergency repairs was 3.41 hours while the average length of time taken to complete non-emergency repairs (urgent and routine) was 13.16 days. The equivalent Scottish averages were 4 hours and 9 days respectively.

Property Maintenance strives to improve performance in all repairs categories to ensure that customers receive the highest standard of service.

During 2023/24, 167 aids and adaptations were carried out to tenants’ homes, where the tenant had a mobility issue. This is a slight decrease on the 181 carried out in 2022/23.

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

The Homelessness Team provides a vital service to people who are experiencing homelessness or who are threatened with homelessness within 56 days. The team faces many challenges and continues to implement the Rapid Rehousing Transition Plan that is updated annually and submitted to the Scottish Government. A key challenge is reducing the length of time taken to permanently rehome homeless households in East Dunbartonshire.

During 2023/24 Homelessness Officers received 334 homeless presentations, which is slightly less than 423 in 2022/23. There were 80 Housing Options appointments completed and 78 (98%) resolved at Housing Options stage.

Number of homeless presentations:

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

A range of temporary accommodation measures was used to accommodate homeless households which included temporary furnished accommodation and Bed and Breakfast (B&B) accommodation. As a result, no households should be placed in unsuitable accommodation longer than seven days which represents the shortest average timescale in five years. The Council did not breach the unsuitable accommodation order during 2023/24. The average stay in temporary accommodation was reduced significantly.

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

• 334 homeless applications taken during 2023/24 (22% decrease compared to previous year)
• 80 housing option appointments completed; 78 (98%) resolved at housing option stage (applicant did not make a homeless application)
• 112 households referred for housing support (compared to 135 previous years; -17%)
• 21 households assisted via the Rent Deposit Guarantee/Private Sector Scheme to move to settled accommodation in the private sector (24% increase compared to previous year)
• 115 households assisted by the furniture grant scheme (258 items).
• 5 properties flipped from temporary accommodation to settled to meet housing needs of current tenant
• 11 antisocial behaviour complaints investigated and resolved (compared to 28 last year; 60% decrease)
• Average time in temp – 178 days (-1% compared to previous year)
• 141 temporary accommodation placements
• No breaches to the Unsuitable Accommodation Order.

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.

• Ongoing commitment to develop new homes across East Dunbartonshire to meet housing need, working in conjunction with Scottish Government, housing associations and developers
• Completed housing development at Kerr Street Phase 2 and Rob Roy Place, Kirkintilloch providing 27 new homes.
• Purchased 20 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 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.

• Updated the Tenant Participation Strategy Action Plan
• Issued three Taking Part Newsletters in April/August/December
• Continued Tenant Participation support to groups/interested tenants
• Undertook and updated the rent setting survey and the collating of responses received from tenants in December 2023 and January 2024
• Facilitated Tenant Participation Working Group (TPWG) meetings.
• Reinstated Sheltered Housing Forum meetings
• Supported Scrutineers undertake a new scrutiny task reviewing the re-let timescales (voids process) which continues into 2024/25.

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:

• 87 young people were referred to the service in 2023
• 51 young people so far in 2024
• Homepack has been developed in 2024 and 15 young people have received the new improved home packs since April
• The reintroduction of key tenancy sustainment model has proven to be a huge success, continues to run three days per week across two sites with interest shown for more
• Some young people developed their skills during the cooking sessions and then put them to the test by cooking for each other. This proved huge success with much positive feedback for the budding chefs and the meals they created, including lasagnes, fake-aways and Easter-inspired baking.

Project 101 priorities for 2024/25

• Introduction of a new youth tenants’ and residents’ group
• Expansion of independent living skills, with cooking and other tenancy areas being the priority
• Continue to enhance online support, improving the online presence and accessibility by expanding digital resources and social media
• Strengthen partnerships with relevant agencies to enhance the support young people in EDC can access
• Increase awareness of Project 101 and its services within the community. Reaching out to schools, youth organisations and 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 63 cases of antisocial behaviour complaints reported by tenants to their Housing Officer in 2023/24. Of these complaints, 100% were resolved within timescale. This compared to a Scottish average of 94.3%.

Antisocial 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.

If you are disturbed by night noise from your neighbours then you should in the first instance speak with your Housing Officer. They will then liaise with the Community Safety Team to discuss and decide on an appropriate course of action.    

The Housing and Property Maintenance Services are committed to continuous improvement and are keen to hear your views. You can share your thoughts  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