Scottish Social Housing Charter 2022/23
How are we doing?
Every October, we publish an annual report to show performance against the Scottish Social Housing Charter. The Charter outlines the level of service all social landlords should achieve for their tenants and other customers. We worked with members of the Fife Tenants and Residents Forum to develop this year's report. They helped to identify the performance indicators that tenants would be interested in hearing about. We then compared them against other councils.
About the Scottish Housing Regulator
‘Our role is to protect the interests of tenants and other people who use the services of social landlords. Each year, we require your landlord to report on its performance against the Charter. We asked tenants to tell us what matters most when it comes to their landlord’s performance’.
www.scottishhousingregulator.gov.uk
Below is some of the ways we compare with other councils, in terms of the service we provide to our tenants.
Our landlord services are mainly funded by the rent you pay. We aim to provide the best value for money. We need to strike a balance between the level of service you want, the cost of the services, and what that means for rents.
- At 31 March 2023 we owned 30,908 homes
- The total rent due for the year was £123,252,335
- 98.70% of rent was collected in the year
- We increased the weekly rent by 2.5% (average of £1.98) from April 2022
2022/23 Average Rent Charges: *includes service charges
| Property Size | Number of Homes | Fife Council | Local Authority |
|---|---|---|---|
| 1 Apt (Bedsit) | 253 | £73.32 | £66.46 |
| 2 Apt (1 Bed) | 7,457 | £77.19 | £75.21 |
| 3 Apt (2 Bed) | 14.554 | £80.93 | £80.60 |
| 4 Apt (3 Bed) | 7,444 | £83.92 | £87.17 |
| 5+ Apt (4+ bed) | 1,200 | £87.76 | £94.25 |
| All homes | 30,908 | £80.99 | £81.03 |
| Traveller Pitch | 50 | £68.25 | £77.64 |
Rents & Service Charges Performance
| Performance Indicator | 2019/20 Fife | 2020/21 Fife | 2021/22 Fife | 2022/23 Fife | 2022/23 LA Average |
|---|---|---|---|---|---|
| % of tenants who feel rent for their property represents good value for money | 80.65% | 82.43% | 82.43% | 82.96% | 81.27% |
| % of rent due collected | 99.96% | 99.48% | 98.05% | 98.70% | 98.83% |
| % of gross rent arrears of rent due | 7.79% | 6.93% | 5.99% | 8.03% | 9.59% |
| % of rent due lost through properties being empty | 1.09% | 1.53% | 1.44% | 1.31% | 1.71% |
The services we provide have an impact on the quality of life of many residents within Fife. The Charter requires that we show you how we do this fairly and with respect. To find out what services you need most, we want to make it easy to communicate with us, and to offer you various opportunities to become involved. We gather your views in a number of ways:
- Tenant Gatherings
- Face-to-face surveys
- Tenant Newsletter ‘Down Your Street’
- Fife Tenants and Residents Forum
- Tenant Scrutiny Group
- Local Tenant and Resident Groups
- Fife Tenant Federations (3)
- Surveys on housing matters like repairs, empty houses and sheltered housing
- Fife People's Panel
- Tenant walkabouts on estates
Our 2022/23 survey was carried out through face-to-face interviews.
| Performance Indicator | 2019/20 Fife | 2020/21 Fife | 2021/22 Fife | 2022/23 Fife | 2022/23 LA Average |
|---|---|---|---|---|---|
| % of tenants satisfied with overall service provided by the landlord | 81.64% | 80.88% | 80.88% | 81.86% | 81.95% |
| % of tenants who feel landlord is good at keeping them informed about services and decisions | 79.94% | 84.17% | 84.17% | 85.23% | 85.02% |
| % of tenants satisfied with opportunities given to them to participate in landlord’s decision-making | 83.19% | 66.62% | 66.62% | 77.64% | 80.88% |
| % of Gypsies/Travellers satisfied with management of the site | 31.58% | 16.67% | 55.0%* (20 responses) | 55.0%* (20 responses, same as previous year) | 73.39% |
The Council is committed to ensure all tenants in Fife live in a home that is warm, safe and in good condition. This is supported by the Charter which requires us to show how well our homes meet national quality standards, with good standards of service and choice.
| Performance Indicator | 2019/20 Fife | 2020/21 Fife | 2021/22 Fife | 2022/23 Fife | 2022/23 LA Average |
|---|---|---|---|---|---|
| Average hours to complete emergency repairs | 3.99 hours |
4.19 hours | 4.26 hours | 3.18 hours | 4.70 hours |
| Average working days to complete non-emergency repairs | 6.02 days | 5.11 days | 7.00 days | 6.78 days | 9.68 days |
| % of reactive repairs completed right first time | 97.79% | 97.50% | 96.92% | 87.75% | 88.19% |
| % of properties with gas safety record renewed by the anniversary date | All but 35 properties | 197 | All but 32 properties | All but 8 properties | All but 17 |
| % of properties meeting SHQS at year end | 93.01% | 93.04% | 88.09% | 89.59% | 70.91% |
| % of tenants satisfied with quality of their home | 85.88% | 79.60% | 79.60% | 82.25% | 81.14% |
We have a responsibility to work with other agencies to provide you with a home in a well-maintained neighbourhood where you feel safe.
| Performance Indicator | 2019/2020 Fife | 2020/21 Fife | 2021/22 Fife | 2022/23 Fife | 2022/23 LA Average |
|---|---|---|---|---|---|
| % of tenants satisfied with management of their neighbourhood | 81.21% | 78.60% | 78.60% | 82.30% | 82.08% |
| % of anti-social behaviour cases resolved within local target | 99.55% | 98.51% | 97.51% | 93.57% | 91.43%% |
We make sure all residents can access housing and housing advice. The charter asks us to make sure we give the widest choice and clearest advice possible. It could be support needed to stay in their own home or find another home. We also review our homeless services regularly, to give people the best service.
| Performance Indicator | 2019/20 Fife | 2020/21 Fife | 2021/22 Fife | 2022/23 Fife | 2021/22 LA Average |
|---|---|---|---|---|---|
| % of new tenancies sustained for more than a year - all | 91.40% | 92.60% | 92.68% | 93.60% | 91.38% |
| Average length of time to re-let properties | 28.61 days | 53.79 days | 46.78 days | 58.18 days |
66.94 days |
| % of tenancy offers refused | 22.01% | 23.79% | 22.78% | 18.68% | 38.55% |
| Average time to complete adaptations | 18.76 days |
28.71 days | 35.98 days | 16.99 days |
46.89 days |
| % of homeless households referred to RSL’s under Section 5 and through other referral routes | 21.14% | 4.31% | 3.31% | 0.76% | 10.68% |
Paper copies of the Performance Report are available on request by calling 03451 55 00 33
The full results are available to view on the Scottish Housing Regulator website: www.scottishhousingregulator.gov.uk
Click here to give feedback on the Charter Performance Report 2022/23.