Welcome to the Performance Edition of North Ayrshire Council Housing Tenancy Matters!

In August, the Scottish Housing Regulator (SHR) published a report evaluating our performance as a landlord against the outcomes and standards set out in the Scottish Social Housing Charter for 2023/2024.

Our report highlights the key areas of performance that we believe are of most interest to you, our tenants and communities.

As you would expect, it has been another busy year across housing service, we have seen improvements in some of our key performance indicators in 2023/2024 including improved repairs satisfaction and performance levels, more of our homes meeting the Energy Efficiency in Social Housing Standard, our rental income has increased, and our rent arrears have reduced.

This report has been approved by the North Ayrshire Network, a strategic group of tenant representatives from across North Ayrshire. You can find the full Scottish Social Housing Charter report on the SHR website.

We are proud to share some of our key achievements for 2023/2024. We hope you find this information both informative and a testament to our commitment to delivering excellent services for all our tenants and customers.

If you have any comments or suggestions regarding this newsletter or how we can improve our services, please contact our Tenant Participation Team at 01294 324869.

Best Wishes,

Yvonne Baulk, Head of Housing and Public Protection Chairperson – North Ayrshire Network

We would like to take this opportunity to thank Helen Malcomson, previous chairperson for the North Ayrshire Network for her dedication, support, and outstanding commitment she has given to Tenant Participation over the last 25 years. Helen has decided to take a well-earned break from her role after serving 10 years as chairperson.

We are now actively seeking a new chairperson, if you are part of the North Ayrshire Network and interested in this role, please contact the Tenant Participation Team on 01294 324869 or email tenantparticipation@north-ayrshire.gov.uk.

Here are our key achievements for 2023/2024

• We have continued to deliver our Strategic Housing Investment Plan (SHIP) 2024 – 2029, completing 54 new build properties during 2023/2024. This included 36 new homes at Harbourside, Irvine, 6 at Afton Court, Stevenston and 12 at the former Largs Police Station site.
• Additional funding was secured for 26 new homes in Largs and for the purchase of 33 additional properties from the open market to support Ukrainian Displaced Persons.
• 145 properties have been bought back from the open market since 2013 to help with our strategic housing aims.
• A new service delivery model for the Housing Service was implemented (May 2024) – all tenants will be offered an annual visit from their Housing Officer throughout 2024/2025.
• CIH award for ‘Excellence in leadership’ awarded to our Head of Service, Yvonne Baulk.
• Housing Services Single Point of Contact (SPOC) has been established via the Council’s contact centre. This came into force on 1 April 2024.
• Our days to relet properties continues to remain below the Scottish Average.
• Building Services Performance overall has improved.
• We have established a Housing Transformation Programme to look at how we deliver our services more effective and efficiently, workstreams include voids, repairs & aids/adaptations.
• Continue to be a top performer for the repairs and maintenance of homes.

Protecting the environment and ensuring our properties are as energy efficient as possible is a priority for us. During 2023/2024 we continued with our planned improvement works by replacing inefficient boilers, installing external wall insulation and solar PV where appropriate. We have detailed energy performance information for all our properties, and we will use this to inform future investment programmes.

During 2023/2024 we:

• replaced central heating boilers in 836 Houses
• installed external wall insulation on 158 Houses, 17 half blocks and 11 full blocks
• installed Solar PV on 981 Houses

The Scottish Social Housing Charter Scottish Social Housing Charter came into force in April 2012. The Charter sets out the standards and outcomes that all social landlords should be aiming to achieve for their customers when performing their housing activities.

It also sets out the outcomes and standards that tenants and other customers can expect from us in terms of the quality and value for money of the services that you receive, the standard of your homes, and the opportunities for communication and participation in the decisions that affect you.

The Charter is not just for current tenants, but for owners and our future tenants also. It sets out what owners can expect from the Council and what homeless people can expect in terms of access to help and advice, the quality of temporary accommodation, and continuing support to help homeless people to keep a home. The Charter also sets out what our gypsy travellers' customers can expect in terms of the maintenance and management.

The indicators are usually shown as percentages in line with the Charter requirements. Landlords must provide accurate information on the performance indicators and the contextual information requirements. The Charter is submitted to the Scottish Housing Regulator with information based on the year up to the 31 March of each year. The regulator will look at this information to see what it tells them about us as a landlord and ensures we are delivering good quality homes and services for our tenants and customers.

We engaged with the North Ayrshire tenant representatives to agree the standards to be included in this report.

We carry out a large-scale tenant satisfaction survey every three years. Both the 2018 and 2021 surveys identified strengths in several areas. Our next large-scale survey will be carried out in November 2024.

Percentage of tenants satisfied with the overall service provided by their landlord

• 2020/2021 NAC 93%, Scottish Average 88.95%
• 2021/2022 NAC 88.74%, Scottish Average 87.66%

The results of this indicator came from the Tenant Satisfaction Survey completed in 2021.

We aim to ensure all our houses are to an appropriate standard, ensuring they are well-maintained and meet the Scottish Housing Quality Standards. In 2023/2024 we carried out 23,940 reactive repairs. Our repairs performance has improved across all of the indicators, and we are performing well against the Scottish average.

Percentage of reactive repairs carried out in the last year completed right first time:

• 2021/2022 NAC 98.53%, Scottish Average 87.50%
• 2022/2023 NAC 97.38%, Scottish Average 87.77%
• 2023/2024 NAC 97.85%, Scottish Average 88.42%

Percentage of housing stock meeting the Scottish Housing Quality Standard:

• 2021/2022 NAC 49.28%, Scottish Average 74.24%
• 2022/2023 NAC 63.24%, Scottish Average 82.32%
• 2023/2024 NAC 76.93%, Scottish Average 83.84%

Average length of time taken to complete emergency repairs (hours):

• 2021/2022 NAC 2.61, Scottish Average 4.16
• 2022/2023 NAC 2.64, Scottish Average 4.17
• 2023/2024 NAC 2.12, Scottish Average 3.07

Average length of time taken to complete non-emergency repairs (days):

• 2021/2022 NAC 7.66, Scottish Average 8.87
• 2022/2023 NAC 8.42, Scottish Average 8.69
• 2023/2024 NAC 7.60, Scottish Average 8.77

Percentage of tenants who have had repairs or maintenance carried out in last 12 months satisfied with the Repairs and Maintenance Service:

• 2021/2022 NAC 85.71%, Scottish Average 88.01%
• 2022/2023 NAC 85.16%, Scottish Average 88.02%
• 2023/2024 NAC 97.51%, Scottish Average 87.19%

The Council continues to perform well in responding to antisocial behaviour within agreed timescales. During 2023/2024, we experienced a 1.5 reduction in anti-social behaviour cases reported with just under 92 resolved. However, this figure only looks at the open and closed cases and not their complexity.

• 2021/2022 NAC 990 reported, 834 resolved, 84.24% resolved within target. Scottish Average resolved with target 94.67%.
• 2022/2023 NAC 975 reported, 905 resolved, 92.82% resolved within target. Scottish Average resolved with target 94.21%.
• 2023/2024 NAC 961 reported, 882 resolved, 91.78% resolved within target. Scottish Average resolved with target 94.10%.

In 2023/2024 888 (6.75%) of our properties became void. The average time to relet these properties was 26.86 days an increase of 2.87 days from 2022/2023. We are however a top performer in this area and our performance is excellent in comparison to the Scottish average. We have seen an improvement in our performance in relation to the completion of adaptations, however we are still much higher than the Scottish average and therefore this is an area of focus for 2024/2025.

Average time to re-let properties in the last year (days):

• 2021/2022 NAC 22.38, Scottish Average 51.58.
• 2022/2023 NAC 23.99, Scottish Average 55.61.
• 2023/2024 NAC 26.86, Scottish Average 57.88.

The average time to complete adaptations (days):

• 2021/2022 NAC 74.33, Scottish Average 54.35.
• 2022/2023 NAC 92.38, Scottish Average 46.83.
• 2023/2024 NAC 90.59, Scottish Average 43.75.

We continue to invest in our stock and our new house building programme and we are committed to delivering services in new, improved and more cost-effective ways. Income maximisation remains one of our priorities. Our rent collected and rent lost through properties being empty has improved and both are now performing better than the Scottish average.

Percentage of rent due lost through properties being empty during the last year:

• 2021/2022 NAC 0.53%, Scottish Average 1.43%.
• 2022/2023 NAC 0.56%, Scottish Average 1.40%.
• 2023/2024 NAC 0.40%, Scottish Average 1.41%.

Rent collected as percentage of total rent due in the reporting year:

• 2021/2022 NAC 99.00%, Scottish Average 99.28%.
• 2022/2023 NAC 97.76%, Scottish Average 99.03%.
• 2023/2024 NAC 99.77%, Scottish Average 99.41%.

Gross rent arrears (all tenants) as of 31 March each year as a percentage of rent due:

• 2021/2022 NAC 6.63%, Scottish Average 6.34%.
• 2022/2023 NAC 7.14%, Scottish Average 6.86%.
• 2023/2024 NAC 5.88%, Scottish Average 7.09%.

Local Councils and Social landlords with responsibility for managing sites for Gypsy/Travellers should manage the sites so that:

Sites are well maintained, managed and meet the minimum site standards set in the Scottish Government guidance.

North Ayrshire Council’s site at Redburn Grove meets the Scottish Government’s minimum standard. However, satisfaction levels are lower than the Scottish average regarding the Council’s management of the site.

Percentage of Gypsies and Travellers satisfied with the landlord’s management of the site:

• 2021/2022 NAC 33.33%, Scottish Average 70.48%.
• 2022/2023 NAC 33.33%, Scottish Average 75.56%.
• 2023/2024 NAC 33.33%, Scottish Average 65.52%.

Average weekly rent per pitch:

• 2021/2022 NAC £92.78, Scottish Average £75,97.
• 2022/2023 NAC £95.10, Scottish Average £75.31.
• 2023/2024 NAC £99.86, Scottish Average £79.59.

In 2023, North Ayrshire Council launched its Customer Participation Strategy. The strategy sees a fundamental change in our approach to tenant involvement, complementing more traditional methods of engagement with new, innovative methods such as digital engagement.

Social landlords perform all aspects of their housing service so that: Tenants and other customers have their individual needs recognised, are treated fairly and with respect, and receive fair access to housing and housing services.

• We have continued to provide information (online and hard copy) that meets the needs of our customers and is clear and easy to understand and meets accessibility requirements.
• We have continued to provide a range of documents (on request) in other languages and formats.
• We have continued to provide a range of opportunities to take part virtually online as well as face to face meetings.

Social landlords manage their business so that: Tenants and other customers find it easy to communicate with their landlord and get the information they need about their landlord, how and why it makes decisions.

• We have increased information available online to our customers via the website and social media by continuing with the development of Housing Facebook North Ayrshire Council Housing Services Facebook and X (formerly Twitter) pages, access to rent accounts and payments via the internet, and our North Ayrshire Housing Register online.
• We have continued to produce Tenants Chat and Performance Matters newsletters for customers.

Social landlords manage their business so that: Tenants and other customers find it easy to participate in and influence their landlords’ decisions at a level they feel comfortable with.

• We have provided a range of training sessions, including digital training, to develop customers knowledge and confidence.
• We have continued to provide a range of opportunities for customers to influence decisions and take part in decision-making processes.
• We have developed and embedded a ‘blended’ approach to Tenant Participation opportunities.
• We have delivered a range of in-house training sessions on Tenant Participation.

Our ARC return for 2023/2024 shows that there are some areas where we would like to focus on as there is some room for improvement.

• We would aim to maximise our income and improve our efficiency through the delivery of the Housing Transformation Programme.
• Although we are a top performer on our relet times this is an area we always want to reduce.
• The length of time to complete an adaption has improved slightly, however we recognise that performance in area requires to be improved and will continue to be a focus for us in 2024/2025.
• We will review our performance for tenancy sustainment and deliver recommendations for improvement.
• Focus on homeless prevention to reduce homelessness.
• Through our new service delivery model, we would like to offer all our tenants a visit to their home.
• We will undertake a validation exercise on out Annual Return of the Charter (ARC).

Our Council Plan was approved by Council in June 2023. Our vision remains ‘A North Ayrshire that is fair for all’, and our mission is ‘Working together to improve the lives of our people in North Ayrshire’. We worked with our communities to create our plan and identify our four priorities. We view Our Council Plan as our contract with our communities, ‘our’ plan. It is more than a document; it is an active commitment to support our residents and deliver on our joint priorities. Our four priorities are Wellbeing, Communities and Local Democracy, Climate Change and A Sustainable Council. All these four areas are interlinked and interdependent - they do not sit in isolation as the progress of each priority directly impacts the other three areas.

A Community Wealth Building Council that is efficient and accessible, maximising investment and focusing on resources towards our priorities.

We will:

• Review the Housing Repairs policy to identify areas for improvement
• Review aids and adaptations procedures and process to identify areas of improvement
• Provide additional support to improve tenancy sustainment for new tenants
• Work with the North Ayrshire Housing Register partner landlords to review the North Ayrshire Housing Allocation Policy
• Review void procedures and processes to identify areas for improvement
• Continue to improve our performance in managing rent arrears

To transition to a wellbeing economy, delivering prosperity, wellbeing, and resilience for local people.

We will:

• Continue with our humanitarian responsibilities, and in line with the UK Resettlement Scheme, including the Afghan Relocation Schemes
• Where possible, bring empty properties back into use
• Review current and future housing needs for Gypsy/Travellers in partnership with the tenants at Redburn Grove
• Extend the ‘Housing First’ pilot to help reduce homelessness
• Provide sanctuary and support to those displaced by the ongoing conflict in Ukraine
• Continue to work with private landlords to ensure their properties are in good condition and comply with the relevant property standards
• Continue the refurbishment of our older sheltered housing stock to ensure they are of similar quality to our new build sheltered housing complexes
• Build new, modern, energy-efficient homes for life, tailored to the needs of tenants with our North Ayrshire Housing Register partner landlords
• Continue to provide advice and assistance to those affected by the implications of Cost-of-Living Crisis

To achieve net-zero by 2023.

We will continue to ensure our houses are well insulated and energy efficient, making them cheaper to heat, and reducing their emissions.

To have active, inclusive, and resilient communities.

We will:

• Work with colleagues in Streetscene to maintain and enhance our estates
• Work with communities to improve the quality of the local environment through a participatory approach
• Work with our customers to retain our Tenant Participation Advisory Service (TPAS) and Tenant Information Service (TIS) Gold level accreditations for Tenant Participation

The Housing Revenue Account is a ring-fenced fund, with its income mainly generated from tenants’ rents. The Housing Revenue Account is divided into ‘capital’ and ‘revenue’ activity. Capital expenditure relates to major improvements such as new house building, new kitchens or bathrooms and other large projects. Revenue expenditure comprises day to day management costs and the cost of repairing and maintaining houses and is funded from rental income.

• Employee Costs: This is the cost of the staff needed to operate the Housing Service.
• Property Maintenance: This is the money spent on day-to-day repairs and maintenance of our houses including void property works, emergencies, repairs by appointment and aids & adaptations.
• Capital Financing: This is the amount transferred to help fund the capital programme as well as paying debt management costs.
• Administration & Other: This includes costs such as printing, postage, telephone calls, legal expenses and payments to other Council central support services.

• Improvements & Investments: This includes major works which result in improvements to our houses such as new kitchens, bathrooms, central heating, and new roofs.
• New Council House Build: This is the amount of money spent on building new homes in this year.

Where the money came from within North Ayrshire

Where the money came from out with North Ayrshire

Where the money was spent

How the money was spent

What areas was the money spent

There are various ways you can get in touch with our services.

Please see our contact us page for contact information.

Council’s Headquarters at Cunninghame House, Friars Croft, Irvine, KA12 8EE.

During 2023/2024, we updated our telephone number for our Housing Office calls. If you are contacting your Local Housing Office, please call 01294 310000.

• Antisocial Behaviour & Community Safety, 01294 314600, ASBIT@north-ayrshire.gov.uk
• Housing Support Team, 01294 317370, tenancysupport@north-ayrshire.gov.uk
• Tenant Participation Team, 01294 324869, tenantparticipation@north-ayrshire.gov.uk
• Housing Advice Team, 01294 314600, housing-info-advice@north-ayrshire.gov.uk
• Private Sector Team, 01294 324644, psadvice@north-ayrshire.gov.uk
• Welfare Reform Advice Team, 0300 999 4606, welfarereformteam@north-ayrshire.gov.uk
• Fuel Poverty and Sheltered Wellbeing, 01294 317370, FuelPovertyAndShelteredWellbeing@north-ayrshire.gov.uk
• Former Tenant Arrears Team, 01294 485615, formertenantarrears@north-ayrshire.gov.uk

North Ayrshire Council participates in the National Fraud Initiative and is required by law to protect the public funds it administers. It may share information provided to it with other bodies responsible for auditing or administering public funds, or were undertaking a public function, to prevent and detect fraud. To find out more about how your information may be used in the National Fraud Initiative.

It is important to us that we know what you think about this year's Tenancy Matters Performance Edition.

If you have any comments you would like to make on the content, or if you have suggestions on how we can improve services, please let us know.

You can email us at tenantparticipation@north-ayrshire.gov.uk or call on 01294 324869.

We look forward to hearing your views.