This section covers quality of housing, repairs, maintenance and improvements outcomes and standards.
Percentage of tenants satisfied with the quality of their home
| 2020/21 | 2021/22 | 2022/23 | Scottish LA Average |
|---|---|---|---|
| 90.68% | 90.68% | 92.58% | 81.8% |
Performance in this area has improved since we carried out the last tenant satisfaction survey in 2019. Results are also above the Scottish local authority average. This is reflective of the investment made to our domestic housing stock through our Capital Improvements Programme and our re-active repairs maintenance service.
Percentage of stock meeting SHQS
| 2020/21 | 2021/22 | 2022/23 | Scottish LA Average |
| 79.19% | 59.87% | 39.33% | 70.9% |
Our performance in SHQS has notably decreased due to planned works being postponed during the pandemic. This means we are still catching up with electrical safety checks in some of our properties, however, work is progressing well and should be complete by 31 March 2024. Despite this dip in performance tenant satisfaction with the quality of their home remains high at 93%.
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
| 2020/21 | 2021/22 | 2022/23 | Scottish LA Average |
| 1 | 0 | 0 | 454 |
We have an excellent record in maintaining our gas servicing duties and recorded only one failure within the last 3 years of delivery of gas service by the due date, this was attributed to the reason of Covid-19, the specific circumstances at this property at the time resulted in it not being possible for the service to be undertaken. The service was re-scheduled and successfully carried out within 14 days of due date.
Emergency Repairs
| 2020/21 | 2021/22 | 2022/23 | Scottish LA Average | |
| Average time in hours taken to complete emergency repairs | 3.63 | 3.49 | 3.97 | 4.7 |
Performance with our emergency response repair time has increased slightly from last years result but is still lower than the Scottish LA average. Our designated response time for emergency repairs is 8 hours and at 3.97 hours we are performing well compared to our target.
Non Emergency Repairs
| 2020/21 | 2021/22 | 2022/23 | Scottish LA Average | |
| Average working days taken to complete non-emergency repairs | 4.24 | 4.90 | 5.41 | 9.7 |
Non emergency repair response times have increased slightly in comparison to the previous two years. This can be attributed to the catch up of non emergency repair works backlogged during the pandemic. Our performance is good in comparison to the Scottish LA average.
Repairs Right First Time
| 2020/21 | 2021/22 | 2022/23 | Scottish LA Average | |
| Percentage reactive repairs - right first time | 97.16% | 97.01% | 95.57% | 88.2% |
Although performance remains high and above the Scottish LA average we have seen a slight decrease with repairs being right first time during 2022/23. The repair service is focused on improving the information staff record when raising a repair line, this is so tradesmen are better placed to understand the repair need before arriving at the tenants property and are better prepared to fix the issue 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% | 89.4% |
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. Our repair team is focused on gathering as much customer feedback as possible throughout the year with the aim of addressing any issues raised as quickly as possible minimising disruption to our tenants.
Housing
Kilncraigs, Greenside Street, Alloa, FK10 1EB
Tel: 01259 450000
Email: housing@clacks.gov.uk