Your Housing Newsletter - Issue 20 in this issue you will find information on:
- Foreword
- Housing Management
- Repairs and Maintenance
- Meeting the Needs of Homeless People
- Affordable Housing and Regeneration
- Tenant Participation and Involvement
- Project 101
- Antisocial Behaviour
- Next Steps?
Foreword
As leader of the Council, 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.
This newsletter sets out a summary of the key achievements of Housing, Homelessness and Property Maintenance services for 2022/23, 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 tenth 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 the Charter indicators in blue font, to highlight the differences between these indicators and our own local performance indicators. Figures stated within the report are accurate as of 31 May 2023. The report will be made available on the Council’s website, and we will also send copies to tenants and residents’ groups via email. Paper copies can be supplied if requested.
Councillor Gordan Low
Leader of the Council
Housing Management
About us
The Council currently owns and manages 3757 houses and flats across East Dunbartonshire. Table 1 shows a breakdown of Council stock per area.
| Areas | Mainstream | Temporary |
|---|---|---|
| Bearsden | 293 | 6 |
| Milngavie | 578 | 5 |
| Lennoxtown | 401 | 3 |
| Milton of Campsie | 181 | 5 |
| Torrance/Balmore | 73 | 1 |
| Twechar | 196 | 1 |
| Waterside | 129 | 2 |
| Bishopbriggs | 581 | 6 |
| Kirkintilloch | 1320 | 21 |
| Hillhead | 19 | 0 |
| Total | 3,771 | 50 |
*this table is subject to change frequently due to movement of stock
Customer Satisfaction
The Scottish Housing Regulator (SHR) requires landlords to undertake a survey of tenant’s views on housing services at least once every three years. Since 2016/17, the Council has commissioned an independent market research company to carry out an annual survey of a small sample of tenants. The data captured shows a trend in levels of satisfaction over five years.
The Council intends to commission a much larger survey of all its tenants during 2024 and will make the findings of this research available to tenants and customers.
A copy of all surveys are available by contacting the Policy Team on housingservicesc@eastdunbarton.gov.uk.
Property Maintenance undertook their own survey asking tenants to complete a short questionnaire after a repair was carried out to their home. Based on a total number of 2801 surveys carried out, 91.57% of tenants were fairly or very satisfied with the repairs service provided at completion of works.
Collecting Rent
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 2022/23, the rent collected as a percentage of the total rent due was 99%. This was in line with the Scottish average of 99%.
Total rent due from all properties has increased slightly from £14,373,640 in 2021/22 to £15,756,024 in 2022/23, and an average weekly rent increase of 4.2% was applied for 2022/23.
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 housingservicesc@eastdunbarton.gov.uk
| Property size | *EDC Average weekly rent 22/23 | SHN Average Weekly Rents 2022/23 |
| 1 Apt | £70.90 | £78.26 |
| 2 Apt | £76.95 | £83.46 |
| 3 Apt | £82.80 | £86.28 |
| 4 Apt | £87.22 | £93.96 |
| 5 Apt | £91.49 | £103.72 |
| 6 Apt | £96.86 | - |
*EDC rents are charged over 48 weeks. Other authorities and Housing Associations may charge over 52 weeks.
Rent Arrears Trend
Current tenant rent arrears, as at 31 March 2023, is £986,147 compared to £1,074,474 the previous year. This is a decrease of £88,327 and exceeded the target of £1,000,050. This outcome has been achieved despite the current economic challenges being faced due to the ongoing cost of living crisis and current temporary cost of living legislation on evictions. Officers adhere to procedures to maximise rental income and reduce arrears and are utilising all methods of contact available to engage with customers.
A pre-tenant rent advice service introduced in January 2023 to assist with tenancy sustainment, and in an attempt to alleviate
early tenancy rent arrears is having a positive impact. Housing Officers continue to provide advice and support to all tenants in particular, those who engage and are financially affected as a direct result of the recent pandemic and Cost of Living crisis.
Graph 1: Amount of Rent Arrears
Former tenant arrears decreased from £827,532 in 2021/22 to
£809,730 in 2022/23.
Graph 2: Former Tenant Arrears
Management of Empty Homes
As Graph 3 shows, the average number of days to relet a house/flat was 59.46 during 2022/23, compared to 73.81 days in 2021/22. A total number of 228 properties were relet during the reporting year.
Graph 3: Average relet times
There was a decrease in lost income from empty homes from £310,856 in 2020/21 to £208,802 in 2021/22, a further decrease to £160,669 shows consistent improvement in void turn around.
The 2022/23 figure represents 1.02% of rent lost as a result of properties being empty, compared to the Scottish average of 1.43%.
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
Graph 4: Void Rent Loss
Void performance has improved as a result of additional craft resource (tradesmen) utilised by Property Maintenance, directly improving turn around times.
Common Housing Register
The Council and Caledonia Housing Association share a Common Housing Register (CHR). The CHR enables applicants to register for housing with all 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 contact housingservicesc@eastdunbarton.gov.uk.
Key Achievements for 2022/23
- Continuation of local initiatives to ensure engagement with tenants using various communication methods
- Allocated Housing Association new build developments
- Allocated Council new build developments
Capital Works
The Council is committed to improving the quality of tenants’ homes and has an ambitious Capital Improvement Programme in place. Work on the Capital Programme slowed significantly due to the pandemic, with only emergency works taking place to ensure the safety of EDC tenants and Council operatives. This has had a major impact on compliance of both SHQS (Scottish Housing Quality Standard) and EESSH (Energy Efficiency Standard for Social Housing).
The percentage of East Dunbartonshire Council homes meeting SHQS as at March 2023 was 53.5%, compared to the national average of 78%.
The Capital Works team have provided Property Maintenance with addresses for the programmes of work which will be carried out during the 2023/24 financial year, with surveys and installations well under way. Following positive discussions on how both teams can assist one another, it has been decided that addresses will be refreshed on a quarterly basis for the Capital Team to tackle the backlog of elemental failures caused by COVID-19, this also benefits Property Maintenance by providing continuity and a steady stream of fresh addresses.
Unfortunately, we are experiencing a larger than expected number of refusals from tenants when offered new kitchens, bathrooms, roofs or heating systems. The Capital Team will replace these addresses with new, as described above, but there will also be a Customer Liaison Officer to support the tenants to ensure we can replace elements which have reached end of useful life.
Procurement colleagues are in the process of tendering our window and door replacements contract, with a contractor expected to be appointed during the Autumn.
Once more we will be taking up the opportunity of Scottish Government funding via the Energy Efficient Scotland: Area Based Schemes (EES: ABS) programme which will see external wall insulation fitted to non-traditionally built properties within Bearsden. 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.
Our successful re-rendering framework has now expired however we have begun engagement with Procurement colleagues to ensure this opportunity can be rolled out once more to ensure the external façade of our properties can be improved.
The Mixed Tenure Roofing Framework has been in operation since February 2021 and has produced fantastic results so far. Roofs which had become a cause of concern for both the Council and homeowners alike have now been replaced. Work is currently ongoing on the sixth and seventh batch of addresses and should conclude early September 2023; in addition to this, the Private Sector Team are working through an ever-increasing list of roof replacement enquiries.
Graph 5 below shows our performance against target timescales for each repair category:
Repairs and Maintenance
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.
Table 4 below shows how this is broken down into emergency, non-emergency, and other categories against each Quarter for the financial year 2022/23:
|
Area |
Q4 (Jan-Mar 22/23) |
Q3 (Oct-Dec 22/23) |
Q2 (July-Sept 22/23) |
Q1 (Apr-Jun 22/23) |
||||
|
Target |
Actual |
Target |
Actual |
Target |
Actual |
Target |
Actual |
|
|
Gas Safety %Completed |
100 |
100 |
100 |
100 |
100 |
100 |
100 |
100 |
|
Emergency Repairs (hours) |
4 |
3.38 |
4 |
4.31 |
4 |
3.4 |
4 |
3.4 |
|
Non-Emergency Repairs (days) |
12 |
11.8 |
12 |
10.7 |
12 |
11.9 |
12 |
11.9 |
|
Voids % Returned |
85 |
90.3 |
85 |
96.4 |
85 |
94.2 |
85 |
93.5 |
|
Appointments Kept |
98.5 |
99.9 |
98.5 |
99.7 |
98.5 |
99.9 |
98.5 |
100 |
The average length of time taken to complete emergency repairs was four hours while the average length of time taken to complete non-emergency repairs (urgent and routine) was 11.65 days. The equivalent Scottish averages were four hours and 8.6 days.
Graph 6 below shows our performance against target timescales for each repair category:
|
- |
2020/21 |
2021/22 |
2022/23 |
|
Emergency |
99% |
100% |
99% |
|
Urgent |
91% |
83% |
85% |
|
Routine |
63% |
82% |
80% |
Property Maintenance strive to improve performance in all repairs categories to ensure that customers receive the highest standard of service.
Meeting the Needs of Homeless People
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 2022/23 Homelessness Officers received 423 homeless presentations, which is significantly higher than 299 in 2021/22. There were also 40 households received Housing Options - 88% of cases were resolved at the Housing Options stage.
Graph 7: Number of Homeless Presentations
A range of temporary accommodation measures were used to accommodate homeless households which included temporary furnished accommodation and Bed and Breakfast (B&B). During May 2020 changes were made to the Unsuitable Accommodation Order. 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 2022/23. The average stay in temporary accommodation was reduced significantly.
The average length of stay in temporary accommodation is detailed in Graph 8 below.
Graph 8: Length of Stay in Temporary Accommodation
|
2019/20 |
2020/21 |
2021/22 |
2022/23 |
|
99% |
7 |
3 |
2 |
|
91 |
61 |
50 |
67 |
|
360 |
444 |
249 |
234 |
Key Achievements for 2022/23
- 98% of homeless decisions were made within recommended 28 days. 50% of these decisions were made within the first 14 days (this is the lowest in the last four years)
- The Homelessness & Prevention team dealt with 423 homeless presentations (this is the highest number of presentations since 2017/18).
- Cases accepted for permanent housing – 329
- 214 households assisted during out of hours (this is a decrease from 2021/22 and 2020/21)
- 61 of the 135 housing support referrals were homeless applicants (45%). Decrease in overall number but increase in % of homeless applicants
- 224 households placed in temporary accommodation; four of which in bed and breakfast (Quarter 4 only – first stop closed)
- 2023/23 – Average days in temporary accommodation – all 154 days (234 self-contained 67 First stop and two bed and breakfast). Slightly higher than last year (151 days 0 in bed and breakfast)
- 27 households in temporary accommodation assisted via the hardship fund (£44,848.00 spend)
- 149 homeless households assisted via the tenancy furniture Grant Scheme - 312 items
- The team received 24 appeals from applicants against the offer of permanent housing made. Three of these (13%) were upheld and 21 (87%) were not upheld
- 40 households received housing options; 88% of cases resolved as housing option stage
- 0 applicants waiting more than three years for offer of settled accommodation. Only 1 applicant awaiting offer longer than 2 years
- Project 101 carried out a social media push to assist young tenants with support needs and tenancy sustainment and weekly cooking lessons have been taking place
- Housing Options event for Ukraine families and hosts took place on 25th July with approximately 40 people in attendance
If you are homeless or threatened with homelessness please contact the Homelessness and Prevention Team on housingservicesc@eastdunbarton.gov.uk or email us on homelessness@eastdunbarton.gov.uk
Affordable Housing and Regeneration
Housing Development
The Housing Investment Team is responsible for promoting and facilitating the development of new 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) 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.
Table 5 below shows details of new development opportunities since 2017/18. During 22/23 there were 112 properties built altogether, 49 properties were for Council rent while 63 were Housing Association rent.
| Year | Development | Area | No of Homes | Date Completed |
|---|---|---|---|---|
| 2017/18 | Kessington Road | Bearsden | 20 | August 2017 |
|
2018/19 |
Calico Way |
Lennoxtown |
44 |
May2018 |
| - | Glen Shirva Road | Twechar | 9 | June 2018 |
|
2019/20 |
MacGillivray Avenue |
Torrance |
4 |
May 2019 |
| - | Braes O Yetts | Kirkintilloch | 30 | September 2019 |
| - |
Main Street |
Torrance |
19 |
November 2019 |
| - | Birnam Crescent | Milngavie | 5 | December 2019 |
| - |
St Mungo’s |
Bishopbriggs |
16 |
February 2020 |
| - | Keystone Avenue | Milngavie | 9 | February 2020 |
|
2020/21 |
Bencloich Place |
Lennoxtown |
9 |
August 2020 |
| - | David Gray Drive | Kirkintilloch | 6 | August 2020 |
| - |
Armour Drive |
Kirkintilloch |
3 |
August 2020 |
| - | Katrine Court | Bearsden | 27 | October 2020 |
| - |
Birdston Road |
Milton of Campsie |
14 |
October 2021 |
| - | Townhead | Kirkintilloch | 11 | November 2021 |
| - |
Craighdu Road |
Milngavie |
12 |
March 2021 |
| - | Clugston Court | Kirkintilloch | 45 | August 2021 |
| - |
Kilsyth Road |
Kirkintilloch | 23 | December 2021 |
| - | Tom Johnston Place/Civic Way | Kirkintilloch | 87 | February 2022 |
| - |
Blackthorn Grove |
Lenzie |
6 | February 2022 |
| 2022/23 | The Loaning | Kirkintilloch | 3 | October 2022 |
| - | Jellyhill | Bishopbriggs | 34 | December 2022 |
| - | Whitegates | Kirkintilloch | 22 | January 2023 |
| - | 74 Townhead | Kirkintilloch | 8 | February 2023 |
| - | Former Lairdsland School/Kerr St | Kirkintilloch | 20 | March 2023 |
| 2022/23 | Silver Birch Drive | Lenzie | 26 | June 2022 |
| - | The Loaning | Kirkintilloch | 3 | October 2022 |
| - | Jellyhill | 34 | December 2022 | |
| - | Whitegates | Kirkintilloch | 21 | January 2023 |
| - | 74 Townhead | Kirkintilloch | 8 | February 2023 |
| - | Former Lairdsland School/Kerr St | Kirkintilloch | 20 | March 2023 |
| Total | - | - | 598 | - |
Key Achievements for 2022/23
- 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, Kirkintilloch of the former Lairdsland Primary School, with Phase 1 providing 20 homes in March 2023.
- Purchased nine former Council homes on the open market which have then been let as affordable housing.
- Continue to develop and update the Council’s website on affordable housing.
- Submitted comprehensive Strategic Housing Investment Plan (SHIP) to Scottish Government
Tenant Participation and Involvement
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
Key achievements in 2022/23:
- 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 2022 and January 2023
- Facilitated Tenant Participation Working Group (TPWG) meetings online, with face-to-face meetings now resumed
- Implementation of the new Tenant Participation Strategy 2023-28
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 housingservicesc@eastdunbarton.gov.uk or email tenantparticipation@eastdunbarton.gov.uk
Project 101
Project 101 Youth Housing Project
Project 101 is a youth housing information service providing information and advice on housing and related issues. During 2022, P101 returned to meeting customers face-to-face for housing advice, budgeting support, cooking lessons and since 2023, provide services in two locations in East Dunbartonshire: Kirkintilloch and Bearsden.
Key Achievements 2022/23:
- 134 young people were referred to the service
- 47 new tenant packs provided since April 2022
- The reintroduction of key tenancy sustainment model has proven to be a huge success, now running three days per week across two sites
- Project 101 became one of the 17 warm spaces in Kirkintilloch
- A chance to chat group is meeting monthly and aims to break down barriers for young people across East Dunbartonshire
- A vegetable patch was planted to support residents in learning and developing new skills as well as using the fresh grown veg and herbs across both sites in the cooking sessions
- Project 101 has created positive new partnerships within the community to provide young people with preloved furniture and other household items
- Partnership working with ASDA, Sainsburys, Locavore and B&Q, to provide food donations and household items that are given to young people in their home packs
P101 Priorities for 2023/24
- Introduction of a new youth tenant and residents’ group
- Summer 5-a-side football festival to put Project 101 to the community and break down barriers for young people with some of the partner agencies
- 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 East Dunbartonshire
- Increase awareness of P101 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 housingservicesc@eastdunbarton.gov.uk or email Project101@eastdunbarton.gov.uk homelessness@ eastdunbarton.gov.uk
Antisocial Behaviour
Tackling Antisocial Behaviour
There were 114 cases of antisocial behaviour complaints reported by tenants to their Housing Officer in 2022/23. Of these complaints, 100% were resolved within the timescale.This is compared to a Scottish average of 95%.
Antisocial Behaviour Investigations
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. In some circumstances, the Housing Officer may liaise with the Council’s Community Safety Team for assistance. As well as helping the housing service resolve antisocial behaviour complaints, the Community Safety Team also assist private landlords and owner occupiers tackle antisocial behaviour.
Antisocial Behaviour: Night Noise
East Dunbartonshire Council has adopted powers under Part 5 of the Antisocial Behaviour etc. (Scotland) Act 2004, which allows the Council to deal with people who create unacceptable noise which affects other people and the dwellings around them and in particular the problems of night noise.
The Community Safety Team within the Council have officers (Community Wardens) who work each weekend, Friday to Sunday 8pm to 4am. These are the times when most domestic antisocial noise complaints occur (ie. loud music, etc).
If you are disturbed by noise from your neighbours during the above hours, you can call housingservicesc@eastdunbarton. gov.uk. This number will put you through to the Council’s out- of-hours Contact Centre who will take details of your complaint which they will then pass to the Community Wardens on duty.If you call 101, this will put you through to Police Scotland, who will take your complaint details and, if appropriate, they will pass the call to the Community Wardens on duty. Police Scotland will continue to respond to calls outwith the Community Wardens night shift hours.
For every antisocial noise complaint received, the Community Wardens will assess whether a visit is required and they may need to speak to you about your complaint. The Community Wardens are likely to visit the house or flat you are calling about and they may need to access your home to measure the noise levels to assess the extent of noise along with its source. If appropriate, the person causing the antisocial noise may be served with a Warning Notice. This can be followed by a £100 Fixed Penalty Notice. A case may be referred to the Procurator Fiscal if necessary and noise making equipment can be seized from offenders’ homes if officers deem it appropriate.
Next Steps?
Housing and Property Maintenance Services are committed to continous improvement and are keen to hear your views. You can do this by writing to us or calling with your views using the address or contact numbers below.
Complaints Procedure and Further Information
If you wish to complain about the service you have received, simply pick up a complaints procedure leaflet from your local Housing officer, call us on housingservicesc@eastdunbarton.gov.uk, 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, require further information or you would like a copy sent out to you, please contact Housing on housingservicesc@eastdunbarton.gov.uk.
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