muirhouse housing association quarterly key performance ... · benchmarking . 1.5 percentage of...

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Muirhouse Housing Association Quarterly Key Performance Indicator Report for April to June 2019

1. The Customer/ Landlord relationship

1.1 Stage 1 Complaints ‘Frontline’

Target: 5 working days

The number of stage 1 complaints received and responded to within timescale per

quarter and the total for the year.

Comment

We had 5 frontline complaints during April to June 2019. They were:

1 complaint about the service from Lothian Gas (delay completing repair)

2 complaints about the service from Anglian, the window replacement

contractors (not turning up for appointment)

1 complaint about the way we had handled a complaint about antisocial

behaviour which was not upheld

1 complaint about the service from Saltire (contractor’s equipment marked

tenant’s wall).

00.5

11.5

22.5

33.5

44.5

No

of

com

pla

ints

Service Complaints 2019-20…

complaints received

responded to within 5days

complaints upheld

Stage 1 complaints Total 2018-19

April to June 2019

Number of complaints

20 5

Number response

within target

20 5

Number upheld

19 4

2

We apologised to everybody who complained, resolved the problem in all cases and contacted the contractors to give feedback. We visited the complainant who was not satisfied with how we had dealt with an antisocial behaviour complaint and explained the actions we had taken and agreed a way forward.

1.3 Stage 2 complaints ‘Investigation’


The number of stage 2 complaints received and responded to within timescale per

quarter and the total for the year.

Stage 2

complaints

Total

2017-2018

Total

2018-19

April to

June 2019

Number of

Complaints

1 1 2

Number response

within target

1 0 1

Number upheld

1 0 3

Comment

We had 1 complaint for investigation received in Jan to March which was responded

to the following quarter. We received 2 complaints from 1 complainant for

investigation between April to June. We responded to 1 complaint within the target

timescale. The other 2 needed extensions to the response time, in one case 16

days because the complainant was unwell. In the other case there was an extension

of 2 days so that both complaints could be responded to at the same time. We sent

decision letters to all complainants and let them know the following action points had

come out of the investigation of their complaint:

Action Points

Complaint 1 about how we handled a repair report about dampness

Produce guidance for staff on dealing with issues which are due to

condensation

Ensure records are kept of interviews with tenants, inspection visits and

outcomes

3

Introduce improvements to how information is sent to/ received by the

Maintenance Officer.

Complaint 2 about our contractor Lothian Gas

speak to our contractor Lothian Gas about improving communication and to

make sure that the gas safety appointment letter includes a paragraph

explaining that smoke detector checks will be carried out as part of the

inspection.

make sure that leaflets and information about our annual safety checks are

available at our reception and on our website

include an article about safety checks in our summer newsletter 2019.

Complaint 3 about our contractor Anglian Windows

contact all tenants who had work done by the window fitters to ask for feedback on any issues and to check how satisfied they were with the quality of work

make sure that we reinforce the message about standards of behaviour with all our existing and future contractors

publish our Customer Service Charter to tenants and on our website to embed our commitment to providing high quality services.

1.4 Percentage of tenants satisfied or very satisfied with repairs carried out

Our target is to achieve 90% satisfaction rates. Our target for number of

questionnaires returned every quarter is 25%.

Quarter

Lothian Gas Saltire

All Contractors

April to June 2019

100% 99% 99%

Comment

Between April and June our satisfaction level was 99% which is up from 97% last

quarter. One customer expressed dissatisfaction with the service after a repair

carried out by Saltire which has been included in information about complaints in 1.1

above.

Our target for returns on questionnaires is 25%. This quarter we had 30% returned

which is an increase from 25% returned between January and March. Tenants can

give us feedback through a variety of methods and we also phone them directly to

4

check how satisfied they were with the repair. Last quarter, we completed 397

repairs and received 119 returns.

Benchmarking

1.5 Percentage of tenants satisfied with home when moving in

Number of

responses

Total 2018-19 April to June 2019

Very satisfied 15 8

Fairly satisfied 2 1

Neither or 0 0

Fairly dissatisfied 0 0

Very dissatisfied 0 0

Total 17 9

% Satisfied 100% 100%

Comment

We visited 9 new tenants between April and June 2019, and all were satisfied with

their new home. We had lots of positive comments about the staff including: ‘Very

easy to contact and very approachable’, ‘very informative, very helpful’. Also, people

were very happy with their new home and new furniture from our Tenancy

Sustainment Fund: ‘Excellent, bed very comfy’, ‘This is the first time I’ve lived

somewhere that feels like home’, ‘Everything was perfect’. They felt happy and

settled ‘Lovely neighbours’, ‘Neighbours made us feel welcome’!

82%94% 97% 98%

84%

99%

81%94%

0%

20%

40%

60%

80%

100%

120%

HEX Benchmarking Group

Repairs satisfaction 2018-19

5

1.6 Positive Feedback

We record positive feedback and compliments as well as complaints.

‘I love the new windows and heating and the guys were fantastic’ ‘thank you very much for the painting!’

‘Thank you for quick and well-done repair’

‘thank you to you all for all the work done in my house lately’

2. Housing quality and maintenance

2.1 Average length of time to complete emergency repairs

Target: Our target for emergency repairs is 4 hours and 100% on time.

2019-2020 Number of

emergency

repairs

Number

within

target

%

completed

on time

Total hours Average hours

April to June 33 32 96.97% 64hrs 44mins 1hr 58mins

Total 33 32 96.97% 64hrs 44mins 1hr 58mins

Comment

This quarter we completed 33 emergency repairs and 97% were attended within the

4-hour target time. However due to the extreme weather in July we received a few

calls in a short space of time, which resulted in one emergency call being completed

late by 35 minutes.

(The average time to attend emergency repairs for 2018-19 was 1 hour 43 mins).

6

Benchmarking

2.2 Average length of time to complete non-emergency repairs

Targets: 2 working days for urgent repairs, 10 working days for routine repairs and

95% of repairs completed within timescales

Non-emergency

repairs

Total 2018-19 April to June 2019

Average number

of days

3.26 2.65

% completed on

time

96.5% 98.6%

Comment

From 1 April to 30 June 2019, we completed 364 non-emergency repairs in a

total of 965 days which gives an average length of time of 2.65 days to complete.

There were 5 repairs that were out with our target timescales which is down from 11

last quarter. There was no common theme amongst the late repairs which included

1 delay awaiting a part, 1 delay due to no access because the tenant works shifts

and another late due to needing investigation. We will continue to monitor the

number of late repairs and reasons, and to raise with the contractor in the regular

service review meetings.

0.000.501.001.502.002.503.003.504.00

0500

1000150020002500300035004000


Emergency Repairs 2018-19

No of emergency repairs Ave hours to complete

7

Benchmarking

2.3 Percentage of repairs that are ‘Right first time’.

Target: We have set a target of 95% in line with the business plan for 2019/20

2019/20

Number of

Repairs

Repairs Right

first time

% Right

first time

April to June

364 348 96%

Total

364 348 96%

Comment

‘Right first time’ is defined as within the appropriate target timescale agreed locally

and without the need to return a further time because the repair was inaccurately

diagnosed, and/or the contractor did not resolve the reported problem. This quarter

96% of our repairs were completed right first time which is an increase from 94% last

quarter.

0.001.002.003.004.005.006.007.008.00

0

5,000

10,000

15,000

20,000

25,000


Non-emergency repairs 2018-19

No of non-emergency repairs Ave days to complete

8

Benchmarking

2.4 Gas safety

As of 30 June 2019, 100% of our occupied houses had a valid gas safety certificate

to meet the legal requirement.

2.5 Scottish Housing Quality Standard

As reported to the ARC and in last quarter’s performance report, we have 1 property out of 506 not compliant so we reported a figure of 99.8% to the ARC 2018-19. Further details in Appendix 2 – Guide to Performance Report.

We are reporting 100% compliance with the Energy Efficiency Standard for Social Housing (EESSH) for 2018/19.

2.6 Medical Adaptations

We had 4 requests for minor adaptations (supply and fit handrails, and stair gates)

during the quarter. Of these, 3 were completed in an average of 7 days.

2.7 Investment programme update Investment works for 2018-19

Electric Heating Renewal: This programme is completed for Muirhouse Green (109, 163, 165,167), Park (31, 33, 35, 49), Terrace (2), and Muirhouse Avenue North. The contract was procured through Procurement for Housing Scotland (PfH Scotland).

0%

20%

40%

60%

80%

100%

120%


Repairs Right First Time 2018-19

9

Investment works for 2019-20 Painting- Expected start date end August 2019 Muirhouse Green (odd numbers) Muirhouse Terrace (1a -1d) Muirhouse Bank (1a and 1b) Muirhouse Gardens, Avenue, Way and Avenue North. Bathrooms – Expected start date end of September 2019 Muirhouse Green (even numbers). 3. Neighbourhood and community

3.1 Antisocial Behaviour (ASB) complaints

Our target is to resolve 80% of complaints made to us about Antisocial Behaviour

within 20 working days.

Total 2017-18 Total 2018-19 April to

June

2019

No of ASB

complaints

19 29 9

Resolved

within 20 days

19 28 9

Comment

The breakdown of categories for antisocial complaints for the year to date is as

follows:

Neighbour

dispute

Noise Animals ASB

Young

People

ASB

Other

Rubbish Harass-

ment

Total

0 6 0 0 2 1 0 9

All complaints were responded to and resolved within timescales. The type of

complaints which we categorise as ‘ASB other’ may include for example parking

issues, nuisance from garden rubbish being burned, smoking in communal stairs.

10

Benchmarking

4. Access to housing and support

The number of lets during the year by source of let:

Total

2017/18

Total

2018/19

June to April

2019

Nominations

(homeless)

7 4 1

Nominations

other

0 1 0

Section 5

0 0 0

Housing List

0 4 3

Housing List

(homeless)

14 13 4

Transfer

9 3 2

Other

0 0 0

Total

30 25 10

We relet 10 properties between 1 April and 30 June 2019 and 50% of these were

allocated to people who were classed as statutorily homeless by the City of

Edinburgh Council.

0%20%40%60%80%100%120%

0

200

400

600

800


Antisocial Behaviour Cases 2018-19

No of Cases % Resolved

11

5. Getting good value from rent and service charges

5.1 Average days taken to relet a property.


Total

2017/18

Total

2018/19

April to

June 2019

April to

June 2019

for ARC

Number of void

days

80 109 58 48

Number of void

properties

30 26 10 10

Average days

to relet

2.7 4.36 5.8 4.8

Comment

We had 10 empty houses between 1 April to 30 June 2019. 4 of these were empty

for a period adding up to 58 days. One property was empty for 42 days. We were

intending to use the house for a management transfer and took the opportunity to

replace the bathroom while it was empty. During the work, the presence of asbestos

was suspected so we had to arrange a specialist survey. None was found but the

survey and investigation took 10 days. As the house was not fit to be occupied while

this was going on, we can take 10 days off our void figure and 10 days off our rent

loss figure when reporting to the ARC for 2019-20.

Another property was empty for 13 days after the tenant unfortunately died and time

was needed to clear out and decorate the property.

10%0%

0%

30%

40%

20%

0%

Allocations by source of let 2019-20

Nominations Homeless

Nominations Other

Section 5

Housing List

Housing List homeless

Transfer

Other agency

12

Benchmarking

5.2 Percentage of rental income lost through properties being empty.

Target: below 1% of the rent due for any given year.

Total

2017/18

Total

2018/19

April to

June ‘19

April to

June ’19

for ARC

Rent loss

amount

£835.79 £1358.11 £696.91 £571.28

Rent loss

percentage

0.04% 0.06% 0.03% 0.02%

Comment

This quarter we are reporting a loss of 0.02% due to properties being empty.

29.0324.7

4.36

31.28

20.98

29

21.6

11.5

0

5

10

15

20

25

30

35

day

s


Average Days to Relet 2018-19

13

Benchmarking

5.3 Percentage of tenancy refusals

There were 2 tenancy offers refused between April to June 2019.

Benchmarking

0.52%

0.28%

0.06%

0.62%

0.37%0.28%

0.44%

0.15%

0.00%

0.10%

0.20%

0.30%

0.40%

0.50%

0.60%

0.70%


%Rent loss from Empty Properties 2018-19

9% 9%

26%

49%

20%

0

16%9%

0%10%20%30%40%50%60%70%80%90%

100%


% Tenancy Offers Refused 2018-19

14

5.4 Gross rent arrears (current and former tenant) as a percentage of total of

rent due in a year. Target: less than 3%

2015/16 2016/17 2017/18 2018/19 April to June ‘19

Gross rent

arrears

1.88% 2.11% 2.36 2.78% 2.62%

Comment

Our target for gross rent arrears for 2019/20 is less than 3% of our expected annual rent income. Our gross rent arrears were 2.62% at the end of the quarter which is a decrease from 2.78% the previous quarter.

We will continue our commitment to improve performance and mitigate the extra pressures faced by tenants and landlords through welfare reform, raised costs and inflation.

1.882.11

2.36

2.782.62

0

0.5

1

1.5

2

2.5

3

2015/16 2016/17 2017/18 2018/19 April to June'19

%

Gross Rent Arrears

15

Benchmarking

5.5 Tenant Arrears (non-technical) Our target is less than 2% of the amount we expect to receive in rent payments in any given year. Year 2015/16 2016/17 2017/18

2018/19 April to

June ‘19

Tenant arrears

1.42%

1.30% 1.54% 1.93% 2.01%

Comment This is the amount owed wholly by current tenants only (the non-technical arrear) and does not include the amount owed and expected from housing benefit payments (the technical arrear) or from former tenants. However, it does now include the arrears due because of delays or problems with Universal Credit payments. Our non-technical arrears were 2.01% which is an increase from 1.93% the previous quarter. We will continue to work hard to engage with our tenants and encourage a ‘rent first’ culture and to mitigate any adverse impact on tenants from the introduction of Universal Credit. 5.6 Former Tenant Arrears: Target: less than 0.5% Year 2017/18 2018/19 April to June ‘19

FT Arrears 0.79% 0.31% 0.44%

2.97%

5.03%

2.78% 3.02% 3.11%

1.27%

2.80%

1.19%

0.00%

1.00%

2.00%

3.00%

4.00%

5.00%

6.00%

HEX Benchmarking

Gross Rent Arrears at 31 March 2019

16

Comment Our former tenant arrears were 0.44% at the end of the quarter. 5 cases last quarter were referred to a Debt Collection Agency for tracing and recovery.

5.7 Rent collected as percentage of total rent due The rent collected as percentage of total rent due between April and June 2019 was 100.72 %. Benchmarking

5.8 Notice of Proceedings (NOPs) served, court actions started, decree for eviction and repayment awarded and evictions carried out NOPs Court Action Decrees Evictions

2015 - 2016 17 4 2 2

2016-2017 13 7 4 1

2017-2018 14 2 2 0

2018-2019 11 4 3 1

April to June 2019 0 0 1 0

Totals 2019/20 0 0 1 0

5.9 Universal Credit

Universal Credit (UC) was introduced for new claims in Edinburgh on 28 November

2018. At that point we had 11 tenants on Universal Credit which increased to 21 by

31 March 2019 and then to 43 by 30 June 2019.

99.13%

100.30%100.23%99.97% 99.83%

100.10%

99.30%

100.60%

98.00%98.50%99.00%99.50%

100.00%100.50%101.00%


Rent collected as % of Rent due 2018-19

17

At the end of the quarter, out of 43 tenants on UC, 26 of them owed £21,442.06 total

in rent arrears (£15,893.70 the previous quarter). This is an average debt of £824.69

(£756.84 the previous quarter). In contrast, tenants not on UC but working or on

housing benefit have an average debt of £299.98.

The main issue is the length of time claimants have to wait for their first UC payment

to come through, usually 5 weeks, which puts all new claimants in arrears. The

Housing Officers are making arrangements with tenants to pay by direct debt in the

first instance and then will consider asking for direct payments of the housing costs.

Claimants also have the right to have the payments sent directly to us through the

Scottish Flexibility arrangements, but this puts them further into arrears.

We will continue to monitor and report on UC claims and to advertise our Financial

Inclusion Services.

6. Staff Attendance

The percentage of days lost through staff sickness absence 1 April to 30 June 2019

is 0.03%.

7. Financial Inclusion Service Financial Inclusion Advice We are reporting a financial gain of £42,763.22 for our financial inclusion service between 1 April and 30 June 2019. The Financial Inclusion Officer had 45 cases carried over from the previous quarter, 21 new referrals and closed 11 cases during the quarter. Out of these 11 cases, 2 were referred for rent arrears. Through the Financial Inclusion Officer’s involvement, the rent arrears were reduced by £1,271.15. She also helped 2 people renegotiate their debt e.g. one person was paying £80 per week and she managed to reschedule the debt to £50 per week, giving a weekly financial gain of £30. Taking both tenants’ circumstances into account this produces a gain of £4,075.00 annually. A total of £8,263.89 was gained for 3 tenants in back dated benefits. New benefits awarded to 4 tenants ongoing made them better off by £565.27 weekly. Taking all their entitlements into account this produces a financial gain of £29,153.18 annually.

Heat Energy Advice The Heat Energy Advice Officer helped 9 tenants with their billing, tariffs, debt and warm home discounts in the last quarter leading to a financial gain of £1,160.72. He also contacted all tenants after the electrical heating upgrades to offer an energy ‘health check’.

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