Your Housing Newsletter - Issue 23

Foreword by the Chair of the Place, Neighbourhood & Corporate Assets Committee

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 3902 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 undertake a survey asking tenants to complete a short questionnaire after repairs are carried out to their home. Based on a total number of 2115 surveys carried out, 92.06% of tenants were fairly or very satisfied with the repairs service provided at completion of works. Satisfaction has increased in all areas.

The Housing Policy Team are currently working in preparation to secure an independent market research company to undertake a new survey commencing in 2027. 

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 2025/26, the rent collected as a percentage of the total rent due was 101%, this includes both rents collected and rent arrears collected which is a positive achievement for the Service. This met and exceeded the Scottish average of 100%. 

Total rent due from all properties has increased slightly from £17,488,044.44 in 2024/25 to £17,842,729.20 in 2025/26, and an average weekly rent increase of 4% was applied for 2025/26. 

 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. 

*EDC rents are charged over 48 weeks. Other authorities and Housing Associations may charge over 52 weeks.

For the financial year 2025/26 the rent arrears outcome was £552,545, which was significantly lower than the target of £570,000. This is a decrease of £39,885 against the reported outcome for 2024/25 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:

• 2022/23: £992,948
• 2023/24: £774,164
• 2024/25: £592,430
• 2025/26: £552,545

Former tenant arrears decreased from £938,053 in 2024/25 to £830,522 in 2025/26

• 2022/23: £809,730
• 2023/24: £883,503
• 2024/25: £938,053
• 2025/26: £830,522

The average number of days to relet a house/flat was 234 days during 2025/26, compared to 114 days in 2024/25. A total number 134 of properties were relet during the reporting year.

Average Relet Times

• 2022/23: 60 days
• 2023/24: 75 days
• 2024/25: 114.8 days
• 2025/26: 234 days

There was an increase in lost income from empty homes from £615,341 in 2025/26 compared to £292,051 in 2024/25. 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:

• 2022/23: £160,669
• 2023/24: £188,932
• 2024/25: £292,051
• 2025/26: £615,341

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 2025/26

• 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) pass rates continue to increase year-on-year thanks to the work which is carried out by our contractors. With UK wide reform of Energy Performance Certificates (EPCs) taking place, the Scottish Government’s energy efficiency standard for social housing has been suspended, however we are still carrying out energy efficient improvements to our stock. The redesigned certificates will be implemented in the second half of 2027 with the new social housing energy efficiency standard anticipated to follow this. 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 2026 was 65.71%, compared to the national average of 89.5%.  
 
The Housing Capital team have provided Property Maintenance with a detailed programme of properties for work which was to be carried out during the 2025/26 financial year. Due to a high number of tenant refusals, it has been a challenge to complete the proposed number of properties within this programme. The portfolio of properties continues to be refreshed on a quarterly basis by the Capital Team, to ensure Property Maintenance have enough addresses to meet installation targets. This approach has been successful and has continued to be used for a second year, to tackle the backlog of property failures. 
 
Housing Capital continue to write to tenants who have refused work in previous years in a bid to increase our SHQS pass rate, however if these tenants still fail to respond, we must move on to alternative properties.

The Council’s window and door replacement tender is currently out to market. As this was not in place during the 2025/26 financial year we carried out a small number of ad-hoc replacements where the need arose. Moving forward, having a long-term contractual agreement will allow Housing Capital to roll out a programme of replacements where the windows and or doors are reaching the end of their lifespan. 
 
Once more the Council has benefited from Scottish Government grant funding for energy efficiency measures, with properties in Bearsden and Milngavie gaining a suite of energy efficiency measures and roughcasting. The 2026/27 project is currently being finalised, and letters of engagement will be sent to tenants and homeowners who are part of the project in the coming weeks. 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 continue to provide successful outcomes with failing roofs being replaced. Over the past few years, the team have been working on a reactive basis due to the number of enquires however we are now able to be proactive and are targeting mixed tenure blocks where the roof is failing and carrying out repairs is no longer economically viable. 

Excellent progress continues to be made in relation to Electrical Installation Condition Reports (EICRs) and full property rewires. This is a challenging area as the outputs aren’t particularly visible for tenants however they are a necessity to ensure Council properties are safe and meet legislative requirements. 

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 2025/26:

During 2025/26, Property Maintenance has consistently achieved 100% gas safety checks each quarter!

Emergency Repairs 2025/26 by response time

Q1: 3.35 hours
Q2: 3.31 hours
Q3: 3.51 hours
Q4: 3.38 hours

Non Emergency Repairs 2025/26 by response time

Q1: 12 days
Q2: 10.85 days
Q3: 9.79 days
Q4: 11.32 days

% of Voids Returned from Repairs and Maintenance for each quarter

Q1: 90.6%
Q2: 83.7%
Q3: 90%
Q4: 77.3%

Repairs appointments kept 2025/26

Q1: 99.9%
Q2: 99.9%
Q3: 99.9%
Q4: 99.9%

Our performance against target timescales for each repair category. % of repairs completed within time.

Emergency

2022/23: 99

2023/24: 100

2024/25: 99.9

2025/26: 99.9

Urgent

2022/23: 85

2023/24: 86

2024/25: 91.2

2025/26: 89.9

Routine

2022/23: 80

2023/24: 79

2024/25: 83.9

2025/26: 84.4

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

During 2025/26, 104 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 2025/26 Homelessness Officers received 277 homeless applications; a 11% increase in homelessness presentations compared to 252 the previous year. 

There were 93 Housing Options appointments completed, 87 (94%) did not need to make a homeless application following advice and were resolved at the Housing Options stage. 

Number of homeless presentations:

• 2022/23: 423
• 2023/24: 334
• 2024/25: 252
• 2025/26: 277

A range of temporary accommodation measures were used to accommodate homeless households which included temporary furnished accommodation and Bed and Breakfast (B&B). The Council did not breach the unsuitable accommodation order during 2025/26. 

During 2025/26 174 households were placed within temporary accommodation, a 32% increase compared to 2024/25.  The average stay (ALL) was 190 days (285 non-emergency) compared to 185 (230 non-emergency) during 2024/25, an increase of 3% (24% non-emergency). 

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

East Dunbartonshire Council Temp

2022/23: 234

2023/24: 141

2024/25:  185

2025/26:  190

Bed and Breakfast

2022/23: 2

2023/24: 10

2024/25: 11

2025/26: 14

• 277 homeless applications were taken, a 9% increase compared to 2024/25. 210 households were added to the homeless list

• 98.5% of investigations were completed within 28 days, 48.5% under two weeks, 50% 2-4 weeks and 1.5% over four weeks compared to 99% during 2024/5, 59% under two weeks, 40% two-four weeks and 1% over four weeks 

• There are currently 265 applicants on the homeless list. Two (1%)  households have been on the homeless list longer than three years; 9% more applicants on the list than 2024/25 

• 103 households were referred for housing support (21% homeless applicants); a 10% increase compared to 2024/25 (% homeless referrals remained the same)

• 169 calls were received out of hours; a 17% increase compared to 2024/25 

• 174 households were placed within temporary accommodation; a 32% increase compared to 2024/25. The average stay (ALL) was 190 days (285 non-emergency), compared to 185 (230 non-emergency) during 2024/25; an increase of 3% (24% non-emergency)

• 215  homeless voids; 156 new properties and nine lead tenancies returned to landlord and 15 new temps taken on

• 30 anti social behaviour complaints investigated

• New Rapid Access Accommodation was opened in January 2026; nine households were placed in the service during 2025/6. The service has 24/7 housing support onsite. During 2025/6  six of the nine placements were moved (average stay of 36 days). Two moved to dual occupancy, one moved to settled and three to alternative temporary accommodation 

• 93 households attended housing options appointments; 87 (94%) did not need to make a homeless application following advice

• 102 households were assisted via the furniture grant scheme (329 items provided)

• 104 households at risk of homelessness (section 11s) were sent a Prevention information pack 

• Eight households were assisted via the think differently fund (£1100 total spend); assistance included cost for birth certificate, quilt, Christmas presents, removal costs and transport

• Seven households were provided with sim cards to access free data/minutes/texts (partnership with the good things foundation)

• 41 tenants at risk of losing their homes due to tenancy arrears were referred to the Homeless and Prevention Team for additional advice/assistance; 39 Council tenants, oneprivate sector tenant and one RSL/HA tenant. Arrears at referral £63,645.77 reduced by £53,143.02 following advice/assistance

• 70 households were provided with advice regarding accommodation in the private sector; a 57% increase compared to 2024/25

• 24 households were provided with financial assistance to secure private rented accommodation; a 23% increase compared to 2024/25

• Landlord Registration - 294 new registrations, 1021 updates and 879 renewals. Income collected £102,000.  Two new  short term lets.  No mortgage to rent applications were received 

• The Team worked in partnership with Oxgang Primary to raise awareness of homelessness/housing options, deliver cooking lessons, food collection and make Christmas baskets for those in Rapid Access Accommodation 

• 120 children in temporary accommodation were given Christmas vouchers/selection boxes (wrapped by Oxgang Primary Children)

• Two Housing Officers completed their CIH Level 4 Housing diplomas and one officer completed their Shelter Scotland Law Training. Officers have also completed trauma informed practice training, adult/child protection, mental health first aid and fire safety training where appropriate 

• Project 101 moved to new premises during 2025/6

  • 88 households were referred to Project 101

  • New Young Tenant Group started

  • 48 cooking lessons delivered. 

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
• Purchased 29 former Council homes on the open market which have then been let as affordable housing
• Undertook research on need and demand for intermediate housing options including shared equity and Mid Market Rent in the local authority area
• 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

• Three issues of Taking Part newsletters in April / August / December 2025 
• Facilitated five meetings of the Tenant Participation Working Group
• Facilitated four meetings of the Sheltered Housing Forum
• Continued Tenant Participation support to six active Tenants & Residents Associations (T&RA).
• Continued to support interested tenants get further involved with tenant participation activities
• Facilitated an Estates Walkabout with Harestanes T&RA in August 2025 
• Facilitated tenant participation drop-in surgeries at Project 101 office to encourage and support more participation from young people
• Facilitated a stall at Meet the Services event in April 2025 in Kirkintilloch Town Hall promoting Tenant Participation and providing general housing advice
• Facilitated a rent consultation during December 2025 - January 2026
• Facilitated two community litter picks around Kirkintilloch with the Young T&RA January 2026 and February 2026.  

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 2025/26:

• Received 126 referrals for young people in East Dunbartonshire
• Young people have continued to benefit from the home-pack in the past year with 23 young people receiving one to help start their new tenancies
• Significant change for Project 101 with the new office at 5 Dalrymple Court officially opening on 27 October 2025 with a Halloween themed opening day. Officially opened by one of our young people who cut the ribbon and the day attended by many more past and present young people
• Cooking began to take place at Hillhead Community Centre in 2025 after the old office closure and in total we have had 48 cooking sessions attended by young people proving this is still a vital aspect of the tenancy sustainment model for young people
• Due to this success Project 101 offers cooking session across three locations to assist with young people in temporary accommodation to ensure we are reaching out to more young people who can benefit from the service if the community sessions do not suit
• Helped provide a cooking session insight to young people from Oxgang Primary school with over 100 children getting the opportunity to get a hands on session, learn and ask questions on all things Project 101 and why what we do is important and how we can help
• The introduction of group sessions has been a highlight for young people accessing key information and assistance such as group session for CHR completions, or for a more social side with pumpkin carving where staff are on site to answer questions for the group or more in-depth ones on a one-to-one basis.

Project 101 priorities for 2026/27

• Expansion and development of the cooking sessions and access to staff assistance with a morning breakfast drop-in, looking at key areas, such as CHRs, housing forms, council tax and benefit advice and help understanding the areas that can impact their tenancy
• 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 151 cases of antisocial behaviour complaints reported by tenants to their Housing Officer in 2025/26. Of these complaints, 92.1% (141) were resolved within timescale. This compared to a Scottish average of 93.1%. 

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.

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