Analysis of our Housing Management Service
Each year Tenants First does an analysis of our performance in providing the housing management service to our members based on the figures we submit to the Scottish Housing Regulator at the end of each financial year.
Because all housing co-operatives and associations in Scotland have to submit the same data we can compare how we are doing with others like us.
The Regulator divides the 163 landlords in the social housing sector into seven groups according to how big they are and whether they operate predominantly in a rural or urban environment.
Tenants First is in Peer Group 5, a group of 34 which includes Castlehill Housing Association, Grampian Housing Association and Langstane Housing Association.
Performance Tables
The main functions
There are three main functions which the Regulator focuses on:
a) How good are we at letting our houses / flats? There are 3 different key performance indicators for this and they are shown in the table below.
b) How good are we at collecting the rental income? There are 6 different key performance indicators for this and they are shown in the table below.
c) How well do we respond to your requests for repairs? There are 3 different key performance indicators for this and they are shown in the table below.
How these functions are measured
There are four categories of performance from the best in the top group to the poorest in the bottom group and these outcomes are shown by the colour codes below. This is similar to the traffic light system which supermarkets use to show on food labels their fat / salt content.
- Top group performance
- Second top group performance
- Third top group performance
- Bottom group performance
Summary of the Co-operative’s performance in its Peer Group over the past three years is given below
How good are we at letting our houses and flats?
| Performance indicator | 2010 |
2009 |
2008 |
| Average re-let times | Second top | Second top | Second top |
| “Not low demand” re-let times | Top | Second top | Second top |
| Low demand re-let times | Top | Third top | Third top |
Tenants First took an average of 11 days to re-let its empty properties in the year to March 2010. The average time for all housing co-operatives / associations in Scotland was 18 days.
How good are we at collecting rents?
| Performance indicator | 2010 |
2009 |
2008 |
| Void loss as % gross rental income | Top | Top | Top |
| Total rent arrears as % gross rental income | Top | Top | Top |
| Current tenants non technical arrears as % gross rental income | Top | Top | Second top |
| Former tenants non technical arrears as % gross rental income | Top | Top | Second top |
| Current tenants non technical arrears as % net rental income | Top | Top | Top |
| Current tenants owing more than 13 weeks rent | Top | Top | Top |
The members of the Co-operative are consistently very good at paying their rent on time. In 2010 the Co-operative lost only 1.6% of all possible income as a result of members not paying their rent and allowing their account to go into arrears.
This was the best performance in our peer group.
The average rental income lost by tenants not paying amongst all housing co-operatives / associations in Scotland was 4%.
How well do we respond to your request for a repair?
| Performance indicator | 2010 |
2009 |
2008 |
| Emergency repairs | Top | Top | Top |
| Urgent repairs | Third top | Third top | Third top |
| Routine repairs | Second top | Third top | Third top |
The Co-operative has different times for completing the three main categories of repairs.
For example our target time to complete routine repairs is 10 days but for Grampian and Langstane it is 15 days and Castlehill it is 20 days. Nevertheless we performed well last year.
There is room for improvement in our urgent repairs’ performance. 95% were completed within their target time but the average amongst all housing co-operatives / associations in Scotland in 2010 was 97%.
The purpose of doing this exercise is to be aware of how services are improving in our sector generally and to continue to improve our service to you.
