This section covers quality of housing, repairs, maintenance and improvements outcomes and standards.
Percentage of tenants satisfied with the quality of their home
| 2016 | 2019 | 2023 | Scottish LA Average |
|---|---|---|---|
| 88.90% | 90.68% | 92.58% | 78.9% |
Since the last satisfaction survey carried out in 2019, there has been an improvement in the satisfaction of the quality of homes. The overall satisfaction is well above the Scottish Local Authority average and is reflective of the investment made to our domestic housing stock through our Capital Improvements Programme and our re-active repair maintenance service.
Percentage of stock meeting SHQS
| 2022/23 | 2023/24 | 2024/25 | Scottish LA Average |
| 39.33% | 93.54% | 84.65% | 82.9% |
2024/25 saw a drop in the percentage of stock meeting SHQS. This is due to a number of Energy Performance Certificates (EPC)s becoming out of date and requiring to be renewed. This was highlighted in an in-depth review of the data we hold. The service have engaged with the Council’s Home Energy Advice Team to arrange for these to be updated and ensure we meet our future compliance within this area. The percentage of stock complying with SHQS requirements is still higher than the Scottish Local Authority average.
All landlords must meet their statutory duty to carry out a gas safety check within 12 months of a gas appliance being fitted or last checked.
The number and times we did not meet our statutory duty to complete a gas safety check
| 2022/23 | 2023/24 | 2024/25 | Scottish LA Average |
| 0 | 0 | 0 | 66 |
We have an excellent track record in maintaining our gas servicing duties with no recorded failures in the past 3 years. The success rate can be attributed to the teams’ efforts in maintaining regular contact with our tenants and delivering quality tenancy management services.
Emergency Repairs
| 2022/23 | 2023/24 | 2024/25 | Scottish LA Average | |
| Average time in hours taken to complete emergency repairs | 3.97 | 3.99 | 3.71 | 3.8 |
Emergency response repair times has decreased slightly over the past 3 years but is still lower than the Scottish Local Authority Average. Our designated response time for emergency repairs is 8 hours and at 3.71 hours we are performing well against our target.
Non Emergency Repairs
| 2022/23 | 2023/24 | 2024/25 | Scottish LA Average | |
| Average working days taken to complete non-emergency repairs | 5.41 | 5.12 | 5.08 | 10.1 |
Non-emergency repair response times have decreased from last year. Our set-out target response time for attending non-emergency repairs is 20 working days. We are within this timescale and are performing significantly better in comparison to the Scottish Local Authority average.
Repairs Right First Time
| 2022/23 | 2023/24 | 2024/25 | Scottish LA Average | |
| Percentage reactive repairs - right first time | 95.57% | 94.76% | 95.90% | 89.2% |
There was a slight improvement with repairs being completed right the first time. The repair service is focused on improving how information for repair lines is recorded, so that tradespeople have a better understanding of the repair requirements and are better prepared to fix the reported issues right the first time.
Percentage of tenants satisfied with repair and maintenance service
| 2016 | 2019 | 2023 | Scottish LA Average |
|---|---|---|---|
| 85.97% | 91.53% | 91.56% | 87.2% |
The percentage of tenants satisfied with the repair and maintenance service remains high and shows no significant change since we last carried out the tenant satisfaction survey in 2019. Performance is also higher than the Scottish LA Average. The new Tenant Participation and Engagement Strategy is working towards actively improving the communication between tenants and the repairs service and will further support our repair team’s work on gathering customer feedback in order to improve the repair service.
Housing
Kilncraigs, Greenside Street, Alloa, FK10 1EB
Tel: 01259 450000
Email: housing@clacks.gov.uk