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2023–2024
How did we do?
Annual report and value for money statement
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Our performance
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The Scottish Housing Regulator (SHR) has published the landlord reports for all housing associations and local authorities. You can view the full Home in Scotland report here.
Each year, we gather information on our performance against the Scottish Social Housing Charter (also known as the Charter) which we submit to the SHR. The Regulator asks us to prepare a report for customers on how we have performed over the last year and how our performance compares to previous years and to other landlords.
This report for customers, developed with our customer group (Viewpoint team), illustrates our performance against the Charter’s outcomes and standards over the last year.
It should be noted that whilst the SHR compares our outcomes with the average of all Registered Social Landlords (RSLs), our Viewpoint team requested we assist customers in understanding our relative performance with similar landlords. They feel this is more representative as it covers all the areas we have customers in, and with organisations that more closely match our aims.
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Welcome to our eleventh customer charter report
Our peer group
Our peer group is made up of the following social landlords:
Bryony Willett
Director of Scotland
“We are pleased to share the results of our 2023/24 customer survey. It was great to see our performance improve in a number of areas and also for us to understand the opportunities for improvement. I look forward to working with our customers and communities to build on our current performance and deliver high quality, consistent services.”
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Our performance
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Welcome
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Places for People Scotland
Link Group
Wheatley Homes East
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Abertay Housing Association
Hillcrest Housing Association
Fife Housing Group
Kingdom Housing Association
Irvine Housing Association
Loreburn Housing Association
Wheatley Homes Glasgow
ng homes
Sanctuary Scotland
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Our performance
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The survey is required to be carried out every 3 years, so any comparisons to our previous performance covers the period from 2020-2023. Our performance has improved in a number of areas, including:
We completed our customer satisfaction survey in late 2023, which saw a total of 902 customers interviewed.
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The average hours for us to complete an emergency repair sees us perform better than our entire peer group
We perform better than most Scottish landlords when it comes to the time taken for us to complete medical adaptations to customers’ homes
There has been an increase in the percentage of tenants who are satisfied with the quality of their home, and with how well we manage their neighbourhoods
The average working days it takes us to complete non-emergency repairs is down to 8.7 which means we perform better than our peers on average
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Our performance
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Repairs
Our performance
We are performing better than our peers on average
2 days
4 days
6 days
8 days
10 days
12 days
Home in Scotland 2022/23
Home in Scotland 2023/24
Peer group average
10.4 days
8.7 days
10.5 days
Average working days to complete non-emergency repairs
We are the best performing landlord in our peer group
1 hour
2 hours
3 hours
4 hours
5 hours
6 hours
Home in Scotland 2022/23
Home in Scotland 2023/24
Peer group average
5.1 hours
1.9 hours
2.4 hours
Average hours to complete emergency repairs
We are performing much better than most other housing associations
10 days
20 days
30 days
40 days
Home in Scotland 2022/23
Home in Scotland 2023/24
Peer group average
35 days
23 days
24 days
Average days to complete medical adaptations
We are performing well ahead of our peers on average
20%
40%
60%
80%
100%
Home in Scotland 2022/23
Home in Scotland 2023/24
Peer group average
84.2%
91.2%
86.6%
Percentage of reactive repairs completed right first time
We identified repairs satisfaction as a key area for improvement. We are taking action to improve this through the following measures:
60%
70%
80%
90%
Home in Scotland 2022/23
Home in Scotland 2023/24
Peer group average
84.7%
79.7%
74.7%
Percentage of tenants satisfied with our repairs service
We are performing better on average than our peer group
70%
80%
90%
Home in Scotland 2022/23
Home in Scotland 2023/24
Peer group average
81.4%
84.2%
85.9%
Percentage of tenants satisfied with the quality of their home
Working more closely with our repairs service providers, and customer service centre to improve the customer experience with repairs. Our focus has been on improving end to end times, availability and keeping of appointments, and delivery of repairs right first time, all of which combined are contributing to increases in customer satisfaction. We have seen significant improvement in these areas since the survey in late 2023.
Working to improve how we handle complaints, and crucially how we learn from these. Currently, we have a weekly meeting to review and manage open complaints, and a monthly meeting with the customer service centre and contractors to focus on lessons learned, looking at themes and trends in order to identify and implement areas for improvement.
Operationally, we have appointed a new Head of Maintenance to lead the service in Scotland, and a new Maintenance Contract Manager whose focus will be the delivery of services via the Novus contract. These new appointments allow for a greater focus on driving improvements in service delivery.
Home satisfaction
Other measures
We are performing better on average than our peer group
70%
80%
90%
Home in Scotland 2022/23
Home in Scotland 2023/24
Peer group average
76.9%
83.9%
85.5%
Percentage of tenants satisfied with management of their neighbourhood
We are performing better on average than our peer group
80%
90%
100%
Home in Scotland 2022/23
Home in Scotland 2023/24
Peer group average
84.7%
91.7%
93.6%
Percentage of tenants who feel their landlord is good at keeping them informed about services and decisions
Our performance has dropped in this area, but we are slightly behind our peer group on average
30 days
31 days
32 days
33 days
34 days
35 days
Home in Scotland 2022/23
Home in Scotland 2023/24
Peer group average
32 days
35 days
33 days
Average time to re-let properties
This is a decrease in satisfaction for us and this trend is similar across the housing sector
60%
70%
80%
Home in Scotland 2022/23
Home in Scotland 2023/24
Peer group average
77.1%
79.8%
75.1%
Percentage of tenants who feel rent for their property represents good value for money
“Customers’ overall satisfaction is not where we would like it to be, so as a result we have worked hard this year to understand the issues in more detail.
“We held pop up events in some of our communities and worked closely with both Viewpoint and the entire Scotland team to create an action plan which sets out the specific steps we will take to improve the service we offer to customers.
“The experiences of our customers
are what matters most to us.
We will continue to seek
the views of customers and
use these insights to
drive improvements.”
Satisfaction in this area has dropped and we score
lower than our peers on average
60%
70%
80%
90%
Home in Scotland 2022/23
Home in Scotland 2023/24
Peer group average
81.6%
80.2%
76.6%
Percentage of tenants satisfied with the overall service
Bryony Willett
Director of Scotland
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Value for money
38%
said quality of services
23%
said rent affordability
15%
said time waited for services
Fitted
257
new boilers
Replaced
103
bathrooms and
80
kitchens
Built
479
new affordable homes
Upgraded
electrics or
lighting in
417
homes
Carried out
7,660
routine and
3,770
emergency repairs
We asked our customers what was most important to them in considering whether they get value for money for their rent and service charges:
Value for money means delivering a good quality of service in the most cost-effective way.
This report shows how we have performed in a number of areas compared to our previous performance and to others.
In the last year, we have:
It is important to us that we get the balance right between improving our service quality and the cost impact of this on customers’ rent and service charges.
£28.8m in
£28.8m out
Other income £0.5m
Where does your money go?
Completed required safety checks on our
4,848
homes
Making a surplus is important as it gives us financial stability and lets us invest. All of our surplus is reinvested back into the business where it helps pay for things like this:
In 2023/24, we made a surplus of £4.5 million.
Building new affordable homes
We invested
£28.4m
last year
Improvements to customers’ homes
We invested
£2.1m
last year
Responsive repairs £4.7m
Safety checks and compliance £1.4m
Planned maintenance and building safety works £1.1m
Cleaning and gardening £0.5m
Service charges £2.0m
Management overheads £1.9m
Rates, utilities and insurance £1.4m
Other costs £1.5m
Interest on borrowings £3.2m
SFHA grants £0.1m
Salaries £2m
Rent £25.2m
Grants for adaptions £0.5m
Money set aside for future investments in our homes £5.3m
Surplus to be invested £1.9m
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If you want to keep up to date with how we are performing, you can find out more in Homelife magazine, or on our website.
If you have any feedback on what you would like to hear more about, please contact us at
communications@homegroup.org.uk
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