Tenant Talk & Annual Report 2020

Providing Affordable Housing and Services Throughout

Lochaber Housing Association Annual Report 2020

Welcome to Tenant Talk 2020

Lochaber Housing Association is a Scottish Charity (SCO 30951), registered as a Society under the Co-operative and Community Benefits Act 2014, and is registered with The Scottish Housing Regulator (Registered Social Landlord No. 151). The Association was established in 1988. Since our inception, we have provided over 700 new housing opportunities for rent and low-cost home ownership. We also factor 227 other properties and have two subsidiary companies: Lochaber Care and Repair Ltd., and LHA Property Services CIC. Our mission is to

“ facilitate the provision and maintenance of good quality, truly affordable housing opportunities and services for our customers in their preferred communities, thereby helping to sustain and develop thriving communities throughout Lochaber”.

Responsibility for running the Association lies with a voluntary Board of Management, which is elected from a board membership of local people drawn from a diverse range of backgrounds including tenant members. The Board is responsible for providing strategic leadership and direction for the Association, and leads in the planning, governance, monitoring and control of the delivery of services to our tenants and service users. The Board works closely with a management team to achieve these aims. We want to show you how we measure against others and reassure you of the quality services we deliver whilst ensuring that we meet our regulatory requirements. Your Tenant Talk Annual Report will compare our performance against our peers:

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Your Voice

We are keen to involve tenants in monitoring and improving our services and we continue to work with our tenant participation group Your Voice. Over the year the Your Voice group have reviewed policies and agreed a format for a range of new leaflets.

98% 90% Tenants satisfied with Tenants satisfied the way they were kept with their opportunities informed to participate

2018/19 figure was 98% 2018/19 figure was 90% Peer Group average was 89% Peer Group average was 79% Scottish average was 92% Scottish average was 87%

In addition, the group have agreed our Tenant Participation Strategy for 2020-23 believing that the strategy’s emphasis should be embedded throughout the organisation. Why not contact us and get involved with some of your neighbours, join the Your Voice Group and have a say!

Contact us at [email protected] or speak to your Housing Officer.

2018/19 figure was 90% 2018/19 figure was 98% Peer Group average was 89% Peer Group average was 79% Scottish average was 92% Scottish average was 87%

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Rents and Finances

During the year we consulted our tenants on proposed rent increases. We supplied information on how the implementation of three different options would have on our maintenance programme. Our tenants’ views were considered by our Board of Management before a decision was reached.

87.3% stated rent ..2.9% for all.. levels value for money... Tenants who responded For the year to our 3 year survey on 2020/21 our rents accommodation and increased by... services in relation to our rent levels.

Average weekly rent is £92.72 2018/19 figure was 87% Peer Group average 2020/21 was £86.24 Peer group average 2018/19 was 80.6% Scottish average 2020/21 was £83.13 Scottish average 2018/19 was 83.3%

How every pound is spent Taken together, work done on peoples’ homes (property repairs and property improvements), 34p in every £1 accounts for the biggest amount spent.

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Annual Charter Return

As part of our regulatory requirement we must report our performance in our Annual Charter Return to the Scottish Housing Regulator. These results are noted below along with some key details on what we have provided and give reassurance of the value for money our services provide. The Scottish Housing Regulator publish the full Annual Charter Return results which will be available to view on our website or by contacting the Association. LHA seeks to let our homes as quickly as possible to meet the needs of those on the waiting list and to maintain our rental income.

7.5 days 0.2% of rent due

For the year 2020/21 our rents increased As a result of a Average time to by... home being empty re-let homes... we were unable to collect...

2018/19 figure was 5 days 2018/19 figure was 0.10% Peer Group average was 8 days Peer Group average was 0.6%

Scottish average was 32.5 days Scottish average was 1.1%

During the year we had a turnover of 52 homes as a result of new 99.5% properties built, internal transfers, people The amount of moving area or to more money we collected suitably sized houses. for current and past rent was equal to...

2018/19 figure was 99.9% Peer Group average was 100% Scottish average was 99% 5 Lochaber Housing Association Annual Report 2020

Our Communities

Managing Our Communities Anti-Social Behaviour The Association cares about the communities LHA continue to work closely with tenants and we manage and ensures resources are in other customers to help tackle issues of place to support our tenants. anti-social behaviour throughout Lochaber. We have in place a process for regularly 8 complaints were made last year, all of these inspecting neighbourhoods ensuring we are complaints were resolved within our locally maintaining standards and we are always agreed targets. looking at areas for improvement.

89.8% 100%

Tenants who took part in our Tenant Anti-Social Behaviour

Satisfaction Survey Complaints resolved who were satisfied with the management within our locally agreed targets of the neighbourhood they lived in.

2018/19 figure was 90% 2018/19 figure was 100% Peer Group average was 81.3% Peer Group average was 89.4% Scottish average was 87.4% Scottish average was 94% Complaints

We are dedicated to providing the best possible services to our customers. Through a robust complaints handling process we have identified 12 service improvements which we have implemented.

Complaints received

The average time in working days 3.21 days for a full response at stage 1

The average time in working days 13.78 days Stage 1 = 26 for a full response at stage 2 Stage 2 = 4 Stage 1 = 29 Stage 2 = 9 2018/19

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Rent Arrears

Sometimes tenants have difficulty paying their rent, and consequently they may fall into arrears. Whilst LHA will work with tenants in helping them to pay off their arrears, as a last resort, we will take court action against the tenant and apply for an eviction. The Association was owed just over £154,330 in rent arrears at the end of the financial year. This amount would have allowed the following to be paid for…

24 new kitchens… or 34 new bathrooms… or 20 new heating systems. Legal and Court Actions

2019/20 2018/19

Number of court actions initiated for non payment of rent 2 4

Properties recovered from tenants as a result of court action 1 0 for non payment of rent

Repairs and Maintenance

We carry out day-to-day repairs to homes and provide longer-term improvements also through our planned and cyclical maintenance programme.

Peer Scottish 2019/20 2018/19 group average average Average time it took to complete an 3.4 hours 5.1 hours 8.0 hours 3.6 hours emergency repair Average time it took to complete a 5.6 days 7.15 days 8.0 days non-emergency repair Repairs completed right first time 97.5% 92.0% 93.4% 92.0% Properties that meet the Scottish Housing 97.6% 97 % 93.9% 94.0% Quality Standard

98 stock condition surveys were carried out and 15 adaptations installed, including level access showers and external handrails.

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Maintenance of our Homes During 2019/20, Lochaber Housing Association Property Services (LHAPS) carried out our planned and cyclical maintenance programme. A total of just over £1.13 million was spent during this year. Works included:

3 new kitchens £35,495 spent on new fencing in , Roy Bridge and

Kilchoan

£279,723 spent on replacement 4 new bathrooms external doors and windows in various locations

13 new heating systems in , Fort William and Painting on properties in , Achaphubuil Fort William and

LHA Property Services continue to support the provision of a first class maintenance service for our tenants. 96.3% of tenants who have had repairs or maintenance carried out in last 12 months were satisfied with the repair.

Development We continue to work very well with our partners, the Communities Housing Trust, to bring affordable housing options to all areas of Lochaber. In the past year we completed an affordable housing development at the former primary school site, Old School Court, Lochyside, delivering 29 new homes for social rent and shared equity; and we are presently on site in , and at the former Council Offices at Fulton House in Fort William town centre, building a total of 37 new affordable rented properties. In addition, we have 3 further sites in Fort William and Mallaig that we expect to get on site shortly, which will deliver another 32 new affordable homes. All in all, a significant development programme, making a real difference to the lives of the many in our communities in housing need.

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Lochaber Care & Repair

LCR promotes the independence and well-being of older and/or disabled people by assisting and supporting them with advice, repairs and adaptations to their homes, so that they can continue to live independently in warmth, safety and security at home within their own communities for as long as possible. During 2019/20 LCR assisted 44 clients to complete Major Adaptations and Repairs to their homes, with 28 people receiving grants through the Scheme of Assistance. We supported a further 106 clients with general advice and referrals to other services.

Now getting out is not a problem because the A project very well done. It has been a great steps have been replaced No complaints at all. benefit to have a with an excellent ramp Workmen very good, kind walk in shower as and reliable I have poor eye sight now. It is much safer

The advice and help from care & repair was excellent from start to finish I am very happy and don’t think there is anyway the service could be improved

Lochaber Handyperson Service

The Handyperson service received 2198 referrals from a variety of sources, including Health and Social Care, Hospital Discharge Teams, Self-referrals and other Agencies, which generated 3159 jobs/tasks. In addition, the number of equipment related tasks was 1923, resulting in a combined total of 5082 tasks.

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Chairperson’s Report

This is my final report as LHA Chairman I have come to the end of my five year period in office, the maximum period that the Association’s Rules permit. I am very pleased to report, therefore, that Lochaber’s Housing Association has had another successful year and that it continues to perform responsibly and well. It’s been a privilege to serve and I wish my successor, Andrew Carr well and hope that he finds the role as fulfilling as I have. I think it is always of value to remind ourselves of our Mission: that “we will facilitate the provision and maintenance of good quality, truly affordable housing opportunities and services for our customers in their preferred communities, thereby helping to sustain and develop thriving communities throughout Lochaber”. This commitment is underpinned by a set of strategic objectives, laid out in our Business Plan. In short, these are:

✓ The provision of high quality affordable housing solutions.

✓ The development and management of high quality services.

✓ The effective, accountable and prudent management of our affairs.

✓ Our financial management and planning will deliver medium and long term financial viability.

✓ Supporting, training and developing our staff team in the furtherance of our objectives; and

✓ Supporting our subsidiary companies to deliver social impact. We have also been investing in our digital services which is now allowing us to improve our communication options and services to tenants. Principal among these is our online tenant portal, My Home which gives tenants real time access to our services. We look forward to building on this in the coming months. In many ways the previous year could be described as the “year of governance”. Underpinning everything the Association does is an unwavering commitment to good governance - ensuring that the Association is well-focused, well-run and operates to the highest standards. The new regulatory framework, initiated by the Scottish Housing Regulator, has re-emphasised the need for a culture of assurance, openness and transparency designed to help Board members get the assurance they need that the organisation is well run and delivers good outcomes for tenants and service users. During the year, our first Annual Assurance Statement was submitted following intense self-assessment by Board members throughout the LHA Group. I am pleased to report that the Association has again been assigned the status of being a low regulatory risk by the Scottish Housing Regulator. However, we take nothing for granted and I am certain that our Board and Governance Sub-Committee will continue to keep their eyes firmly on the ball going forward. I must also pay tribute to our two subsidiary companies, Lochaber Care & Repair and LHA Property Services. Care & Repair has gone from strength to strength again, expanding its services to an ever increasing number of older and disabled persons in need. LHAPS has had an exceptionally good year following a period of transition the previous year, returning to good profitability, returning a surplus to the Association to support the maintenance and improvement of our tenants’ homes and continuing to offer good trades jobs and training opportunities. I would like to take this opportunity to thank my colleague Board members for their hard work and commitment in what has been another successful year, and to thank the staff too for their invaluable experience and skills. And I would like to acknowledge the support and assistance given to us by our colleagues at the Scottish Government and the Highland Council. I would also pay tribute to the hard work and commitment of our Management Team and dedicated staff. I also take this opportunity to thank all our key partners and stakeholders, in particular the Highland Council, the Communities Housing Trust and the Scottish Government for their continuing and valuable support.

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Auditors Alexander Sloan, Glasgow Member of the following organisations: Bankers Clydesdale Bank, Employers in Voluntary Housing

Fort William Scottish Federation of Housing Associations Financial Advisor David Smith, Oban Tenant Participation Advisory Service Lenders Royal Bank of Scotland Nationwide Building Society Charities Aid Foundation Bank Triodos Bank Social Investment Scotland Unity Trust Bank Allia

Registered as a Society under the Co-operative and Community Benefits Act 2014 Registered Social Landlord No. 151 Financial Services Authority Reg No. 2289RS Scottish Charity No. SC030951

Lochaber Housing Association  101 High Street Fort William PH33 6DG

 01397 702530  [email protected]

 www.lochaberhousing.org.uk

LHA Property Services CIC Registration No. 365453

Lochaber Care and Repair Ltd Registration No. 038727

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