November 2020 Issue 17

Education, People & Business

What’s Inside

Housing Management Repairs & Maintenance Meeting the Needs of Homeless People Housing Development & Regeneration Tenant Participation & Project 101 Antisocial Behaviour

Your Housing News November 2020 Issue 17

Page 3

Annual Report to Tenants

Foreword by the Chair of the Housing, Health & Care Forum

As Chair of the Housing, Health & Care Forum, I would like to thank you for taking the time to read the ‘Your Housing News’ tenant newsletter, covering Housing and Repairs services within East Council. The newsletter sets out a summary of the key achievements of housing, homelessness and repairs services for 2019/20, and highlights areas for further development. The report details performance information on a range of service areas that we have reported on for a number of years, as well as some Scottish Social Housing Charter indicators, which have been set out by the Scottish Housing Regulator. The Social Housing Charter is a way of monitoring how social landlords are performing and meeting customer expectations. The Charter sets out the standards and outcomes that all social landlords should aim to achieve when performing their everyday housing activities. This is the seventh year we have reported on the Charter. At the heart of the Charter is delivering good customer service and meeting customer expectations - something that we are committed to at Council. The Charter aims to improve upon quality and standards of service across all social landlords. This will be achieved by customers having a clear idea of what they can expect from their landlords. These outcomes have been agreed through consultation with tenants. In line with the Charter, we will also monitor our own Councillor Vaughan Moody performance and publish an annual performance report. In this Chair of the Housing, report we have detailed the Charter indicators in blue font, to Health & Care Forum highlight the differences between these indicators and our own local performance indicators. The report will be made available on the Council’s website and we will also send out copies to tenants and residents groups on demand.

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Housing Management About us What’s Inside The Council currently owns and manages 3576 houses and flats across East Dunbartonshire. Table 1 shows a breakdown of Council Housing Management stock per area. Information about Council housing stock, Council house sales, allocations and rent arrears. The Council continues to deliver an extensive capital programme to ensure that homes are maintained to the highest standard and is Repairs & Maintenance committed to delivering the best service possible to our tenants. How the Council has improved Housing conditions though investment How the Council is delivering the repairs service. Table 1 Current stock of houses and flats in East Dunbartonshire Houses Flats Total Meeting the Needs of Homeless People. 116 163 273 What the Council has been doing to deal with the challenges. 329 251 577 208 184 385 Housing Development & Regeneration 108 68 176 Initiatives to provide and improve homes and communities across East Dunbartonshire. Torrance 43 24 67 120 74 194 Waterside 56 74 130 Tenant Participation & Project 101 What the Council is doing to make sure tenants have their 245 343 581 say on the development of their services. 531 639 1170 TOTAL 1756 1820 3576 Antisocial Behaviour Initiatives to tackle antisocial behaviour. Customer Satisfaction The Council commissioned an independent market research company, Research Resource, to carry out a Tenant Satisfaction Survey during early 2020. The purpose of the research was to find out tenants’ views on housing and repairs services provided by the Council so that we can try to make improvements to those areas identified as being weak. Some of the key responses, which are a requirement of the Scottish Social Housing Charter, are detailed in Table 2 below. We have also included a comparison with the national average for satisfaction in these areas. As well as Research Resource carrying out an independent survey for Housing Services, Property Maintenance (PM) also carried their own survey asking tenants to complete a short questionnaire after a repair was carried out to their home. Based on a total number of 1,889 surveys carried out, 91% of tenants were fairly or very satisfied with the repairs service provided at completion of works. Satisfaction has increased in all areas but there is room for improvement. If you would like a copy of the 2020 Tenant Satisfaction Survey please contact Housing on 0300 123 4510. Collecting Rent

The Council is committed to maximising the rental Table 2 Customer Satisfaction income we receive from rents. This is important as the Satisfaction EDC EDC National rent pays for many of the housing services we provide. 2019 2020 Average During 2019/20, the rent collected as a percentage % of tenant satisfaction with 81% 82% 88% of the total rent due was 98%. This compared to a services overall national average of 99%. % of tenants satisfied with being 84% 87% 91% Total rent due from all properties has increased from kept informed about services and £13,269,411 in 2018/19 to £13,623,537 in 2019/20, outcomes and an average weekly rent increase of 2.90% was % of tenants satisfied with 87% 87% 87% applied for 2019/20. opportunities to participate A summary of our housing stock by size and average % of tenants satisfied with last *80% 91% 91% weekly rent is detailed in Table 3 below. The Council repair carried out within last 12 strives to ensure that our rents remain affordable and months are currently below the national average that includes Housing Associations as well as Councils in . *% of tenants satisfied with the last repair carried out in the last 12 If you require more information please contact the months – Research Resource Housing service on 0300 123 4510.

Table 3 Stock Information Average Number EDC National weekly rents Average Average weekly rent weekly rent 2019/20 1 Apt 27 £65.41 £73.42 2 Apt 990 £71.14 £77.44 3 Apt 1399 £76.36 £79.44 4 Apt 1011 £80.56 £86.20 5 Apt 149 £87.70 £95.29 Total 3576* - -

*An additional 6 units are let as multi-occupancy.

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Management of Empty Homes As Graph 3 shows, the average number of days to re-let a house/flat was 57.24 days, compared to a national average of 32.51 days. Since the beginning of the financial year, the average time taken to re-let has been monitored on a monthly basis and officers continue to work with Property Maintenance to Rent Arrears Trend meet the revised target of 50 days. The amount of current tenant rent arrears, as at 31 March 2020, was £693,459 compared to £873,626 the previous Graph 3: Average Re-let Times year. The service had set a rent arrears target of £810,000 70 and therefore managed to achieve and surpass this target. This was a very positive outcome during a financially 60 challenging climate, such as downturn in the economy and changes to welfare benefits. We are currently reviewing our 50 policy and procedures in this area to ensure performance can be further improved. 40 Graph 1: Amount of Rent Arrears 30 £900,000

20 £800,000 Average days to relet Number of days to relet £700,000 10

£600,000 0 2016/17 2017/18 2018/19 2019/20 £500,000 YearYear

£400,000 There was an increase in lost income from empty homes

£300,000 from £131,364 to £143,481, as detailed below. Amount of Rent Arrears This represented 1.03% of rent lost as a result of properties £200,000 being empty, compared to the national average of 1.10%.

£100,000 Graph 4: Void Rent Loss £0 180,000 2016/17 2017/18 2018/19 2019/20 Year 160,000

140,000 Former tenant arrears decreased from £638,050 in 2018/19 to £622,204 in 2019/20. 120,000

empty homes 100,000 Income lost from Graph 2: Former tenant Arrears 80,000 15/16 16/17 17/18 18/19 19/20 £700,000 Year Common Housing Register £600,000 The Council and Caledonia Housing Association share

£500,000 a Common Housing Register (CHR). The CHR enables applicants to register for housing with all participating landlords. One local landlord along with the Council £400,000 has agreed a common system for prioritising housing applications. £300,000 If you want information on applying for a council house call 0300 123 4510.

Amount of Rent Arrears £200,000 Key Achievements for 2019/20 £100,000 • Continuation of local initiatives to ensure engagement with tenants using various communication methods £0 • Allocated Housing Association new build developments 2016/17 2017/18 2018/19 2019/20 • Allocated Council new build developments Year Day-to-Day Repairs A high proportion of the day-to-day repairs are emergencies such as having no heating, blocked toilet etc. Table 4 below shows how this is broken down into emergency and non- emergency categories. Year Repairs Category Emergency Urgent Routine Total 2016/17 4686 1949 3556 10,191 2017/18 4662 2859 2803 10,324 2018/19 4289 2437 1887 8,613 2019/20 4214 2511 2054 8779

The average length of time taken to complete emergency repairs was 4.19 hours, while the average length of time taken Repairs and Maintenance to complete non-emergency repairs (urgent and routine) was The Repairs Team provides a valuable repairs service to 14.25 days. The equivalent national averages were 3.74 hours our tenants and other customers. The Council’s Customer and 6.5 days. Contact Centre continues to deal with all housing repair We were able to keep a high level of repairs appointments at calls. We are making progress towards the Scottish Housing 93.3%, while the national average trend for both 2017 and Quality Standard (SHQS) in improving the homes of our 2018 has been consistent at 95.2%. National average data for tenants. The number of East Dunbartonshire Council homes 2019/20 is due for publication by the Scottish Housing Regulator meeting the SHQS as at March 2020 was 95.07%, compared on 30 November 2020. to the national average of 94.62%. This highlights the Council’s commitment to improving the quality of tenants’ Graph 6 below shows our performance against target timescales homes and the ambitious capital improvement programme for each repair category. put in place. The Council also has a requirement to meet the Energy Efficiency Standards for Social Housing (EESSH) by the end Graph 6: Percent Repairs completed within Timescales of 2020. This means that we have to meet a minimum energy efficiency rating. Emergency Urgent Routine 100% 97% 99% 98% 88% 84% 85% 79% Capital Works 80% 74% 75% During 2019/20, the Council spent £6.3M on the Capital Programme. The Programme included work on kitchens, 60% bathroom improvements, re-roofing works, new windows, new doors and medical adaptations for tenants with 40% particular needs. 20% Graph 5: Capital Works on Council Housing Stock Repairs completed within time 0% 17/18 18/19 19/20 Roofing 64 Year

Doors/Windows 238 We will strive to improve performance in all repairs categories to ensure that customers receive the highest standard of service. Heating 44 Aids and Adaptations Kitchens 108 During 2019/20, 208 aids and adaptations were carried out to Bathrooms 122 tenants’ homes, where they had mobility problems. Capital works If you require further information about aids and adaptations, Rewiring 148 please contact the Occupational Therapy Service on 0141 355 2200. Aids & Adaptations 208

0 100 200 300 400 Key Achievements for 2019/20 Number of houses improved • Continued delivery of the Capital Investment Building Programme, helping to achieve the SHQS • Good tenant focus and consultation in the delivery of the Capital Investment Building Programme • Continued generation of external funding streams to complement the Capital Investment Building Programme

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Meeting the Needs of Homeless People The Homelessness Team provides a vital service to people who are experiencing homelessness or who are threatened Graph 8: Average number of days in temporary accomodation with homelessness within two months. The team face many challenges and are now implementing a second year of the B&B Hostel EDC Temp Rapid Rehousing Transition Plan that was submitted to the 400 Scottish Government in June 2020. A key challenge is reducing 350 the length of time taken to rehome homeless households in the 300 area. 250

Days 200 During 2019/20, Homelessness Officers received 417 homeless 150 applications. There were also 75 Housing Options interviews 100 carried out. In total, 485 interviews were undertaken, of these 50 0 68 were resolved at the Housing Options stage. 16/17 17/18 18/19 19/20 Year Graph 7: Number of Homeless Presentations

800 Key Achievements for 2019/20:

700 • Reviewed Housing Options advice and assistance to raise awareness of options available 600 • Updated the Council’s website with latest stock information including turnover 500 • Agreed 15% nomination agreement with Knowes Housing

Presentations Association 400 • Agreed to support allocation of mid-market rental Number of Homeless 15/16 16/17 17/18 19/20 properties in the area Year • Supported 25 households to move to private rented sector via the Rent Deposit Guarantee Scheme • 104 households were provided with Housing Support to sustain their tenancies A range of temporary accommodation measures were used • Recruitment of a Welfare Rights Officer in partnership with to accommodate homeless households, including temporary Citizens Advice Bureau furnished accommodation and Bed and Breakfast (B&B). • 33 households were assisted through Furniture Tenancy Grant Scheme. In total, 53 items were provided to homeless The average length of stay in temporary accommodation is households when moving into accommodation. detailed below. If you are homeless or threatened with homelessness please Average length of stay in Temporary Accomodation contact the Homelessness Team on 0141 578 2133 (Number of days)

16/17 17/18 18/19 19/20

B & B 37 34 16 11 Hostel 44 59 78 91

EDC Temp 320 399 315 360 Affordable Housing and Regeneration Assessment and to fulfil the Council’s homelessness obligations. The team continues to identify new development opportunities, Housing Development to maximise the supply of affordable housing, which is required The Strategy and Development Team is responsible for throughout East Dunbartonshire. promoting and facilitating the development of new affordable Table 5 below shows details of new development opportunities housing throughout East Dunbartonshire, to meet local housing since 2012/13. During 2019/20 there were 137 properties built needs, while also supporting regeneration projects. altogether. A total of 95 properties were for Council rent while The team works closely with the Council’s Planning Service, 21 were shared equity for sale properties. The Council also Scottish Government, Registered Social Landlords (also known works with Housing Associations to increase opportunities in as Housing Associations) and developers to deliver new East Dunbartonshire. During 2019/20, the Council has assisted affordable housing for rent and sale over the coming years. in the development and allocation of 21 properties available for mid-market rent. In addition, the Council purchased 25 The development potential identified so far is considerably properties from the open market. short of the numbers of houses required to meet the scale of need referred to in the Council’s Housing Need and Demand

New Housing Development in East Dunbartonshire Year Development Area No of Homes Date Completed 2012/13 Taig Gardens Waterside 16 April 2012 Davidson Crescent Twechar 41 July 2012 Colston Road Bishopbriggs 18 August 2012 Crowhill Quadrant Bishopbriggs 23 September 2012 Campsie View Kirkintilloch 8 November 2012 Gate Bishopbriggs 46 January 2013 Roman Fields Twechar 6 March 2013 2013/14 Fern Grove Bishopbriggs 12 November 2013 Lammermoor Place Kirkintilloch 14 December 2013 Meiklehill Loan Kirkintilloch 34 February 2014 2014/15 Rob Roy Gardens Kirkintilloch 4 June 2014 Chesters Mews Bearsden 5 June 2014 Road Kirkintilloch 16 September 2014 St Andrews Brae Bearsden 12 September 2014 Roman Fields Twechar 32 December 2014 Woodilee Village Lenzie 41 February 2015 Southbank Road Kirkintilloch 65 March 2015 Thomas Muir North Bishopbriggs 9 March 2015 2015/16 St Andrews View Bearsden 20 April 2015 Highfield Road Kirkintilloch 6 June 2015 McGavigan’s Lenzie 10 December 2015 Roman Fields Twechar 8 December 2015 Villafield Bishopbriggs 7 February 2016 Lillyburn Works Milton of Campsie 13 March 2016

2016/17 West Baldoran Gate Milton of Campsie 40 November 2017 Crossveggate Milngavie 4 January 2017 2017/18 Kessington Road Bearsden 20 August 2017 2018/19 Calico Way Lennoxtown 44 May2018 Glen Shirva Road Twechar 9 June 2018 2019/20 MacGillivray Avenue Torrance 4 May 2019 Braes O' Yetts Kirkintilloch 30 September 2019 Main Street Torrance 19 November 2019 Birnam Crescent Milngavie 5 December 2019 St Mungo’s Bishopbriggs 16 February 2020 Keystone Avenue Milngavie 9 February 2020 Bencloich Road Lennoxtown 9 August 2020 David Gray Drive Kirkintilloch 6 August 2020 Armour Drive Kirkintilloch 3 August 2020 Katrine Court Bearsden 27 October 2020 Total 711

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Key Achievements for 2019/20:

• Ongoing commitment to develop new homes across East Dunbartonshire to meet housing need • Continue to develop and update the Council’s website as regards affordable housing Tenant Participation and Involvement The Tenant Participation Team provides direct support to tenants and tenant organisations, monitors tenant and resident involvement in housing services, and administers key elements of the Tenant Participation Strategy, such as Tenant Participation Grants.

The key aims of the team are to: • Promote and develop tenant participation, ensuring tenant involvement in the planning development and review of housing services • Support local tenant organisations and encourage the growth of opportunities to participate • Service the Tenant Participation Working Group (TPWG) • Ensure tenant organisations have up-to-date and accurate information • Ensure there are no barriers to participation • Provide a range of services which support young tenants or East Dunbartonshire those with accommodation issues •

Key achievements in 2019/20: • Updated the Tenant Participation Strategy Action Plan • Continued growth of - and support to - the TPWG, and provision of training and updates to TPWG members Taking Part • Facilitated the work of the tenant scrutiny group – The Issue 51 – December 2020 Scrutineers – tenants and service users working alongside Tenant Participation the Council to scrutinise housing services. Three tasks have been completed to date on re-let standards, antisocial behaviour, and the standard of emergency and temporary Newsletter accommodation. • Updated the rent setting survey and the collated responses received from tenants • Produced three issues of the Taking Part newsletter, distributed to all tenants • Continued to provide ongoing direct support to tenant and resident associations • Delivered a successful Tenant Event at Kilmardinny House in September 2019, with workshops on: • Drug awareness in the community – • Dampness and condensation – Steri Systems • Sheltered housing complexes – Gillian Lunn Two members of The Scrutineers contributed to the Kilmardinny opening presentation at the Tenant Event in September, discussing their experience of scrutinising the Housing Service. An Information Village provided delegates with New Builds advice and information on a number of housing-related topics. The TenantThe Tenant Participation Participation Team canTeam be can contacted be contacted on 0141 on 777 0141 3171. 777 3171.

We are always keen to work with tenants to help improve our housing and repairs services. If you would like any information on the Tenant Participation Team please call 0141 777 3171. Your Housing News November 2020 Issue 17 Page 12

Key Achievements 2019/20: Project 101 Youth Housing Project • 4 youth housing newsletters • Delivered regular cooking classes Project 101 is a youth housing information service for young people • Training days, including budgeting and dealing with debt providing information and advice on housing and related issues. The • CV workshops project is based in Kirkintilloch and works with young people from • Weekly drop-ins for other services to link with young across East Dunbartonshire. If you would like more information on people Project 101 please call 0141 777 3220. • Delivered talks on youth housing and housing issues to primary and secondary schools • Held a successful Jobs Fair in Kirkintilloch Town Hall in November 2019 to encourage careers development - attended by Police Scotland, The Wise Group, Prince’s Trust, and West of Scotland Universities, as well as a range of third sector organisations. Tackling Antisocial Behaviour

There were 43 cases of antisocial behaviour complaints reported by tenants to their Housing Officer in 2019/20. Of these complaints, 83% were resolved within timescale. This compared to a national average of 94%. .

Antisocial Behaviour Investigations Antisocial behaviour is normally only addressed if you tell us about it and how it is affecting your quality of life. We need to know when and where it is happening, so that we can target those causing the problems. You should also tell us the area in which it is happening, before we can consider introducing suitable and effective solutions. Any information you provide will be treated in the strictest confidence. As an East Dunbartonshire Council tenant, you can make a complaint initially by contacting your local Housing Officer, who will help you to resolve the problem. In some circumstances, the Housing Officer may liaise with the Council’s Community Safety Team for assistance. As well as helping the Housing Service resolve antisocial behaviour complaints, the Community Safety Team also assist private landlords and owner occupiers in tackling antisocial behaviour.

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Tackling Antisocial Behaviour

Antisocial Behaviour Night Noise East Dunbartonshire Council has adopted powers under the Antisocial Behaviour etc. (Scotland) Act 2004, allowing the Council to deal with people who create unacceptable noise which affects people and the dwellings around them. Nuisance noise can include loud music, dogs barking, DIY noise, loud TVs, etc. Community Wardens work both day-shifts and night-shifts (covering Night Noise complaints). Night Noise shifts are Friday to Sunday, 8pm-4am (the periods when most noise complaints occur). During night-shifts at weekends, you can call 0300 123 4510 - which will put you through to the Council’s out-of-hours Contact Centre. If you call 101, this will put you through to Police Scotland, who will take your complaint details and, if appropriate, pass the details to the Council’s Night Noise service. Police Scotland will continue to respond to calls outwith the Community Wardens’ night-shift hours. For every antisocial noise complaint received, the team will assess whether a visit is required and will speak to you about your complaint. Council officers are likely to visit the house or flat you are calling about and speak to your neighbour. Officers may measure noise levels in your home to assess the problem to help establish the extent of noise and source. If appropriate, the person causing the antisocial noise may be served with a Warning Notice. This can be followed by a £100 Fixed Penalty Notice. A case may be referred to the Procurator Fiscal if necessary (maximum fine £1,000) and noise-making equipment can be seized from offenders’ homes if officers deem it appropriate. Next Steps?

Although the Council has continued to improve performance across housing and repairs-related areas, Housing Officers are aware that there is room for improvement. We would like your views on how this can be done. You can write to us or call with your views, using the address or contact numbers below.

Complaints Procedure and Further Information

If you wish to complain about the service you have received, simply pick up a complaints procedure leaflet from your local housing officer, or call us on 0300 123 4510, or email us at [email protected] and we will send a copy to you. If you would like to get in touch about the content of this newsletter or you require further information please contact Housing on 0300 123 4510

Alternatively, you can email or write to us at: Email:[email protected] Postal address: The Housing Strategy and Development Team Education, People and Business East Dunbartonshire Council William Patrick Library 2-4 High Street Kirkintilloch G66 1AD

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Other Formats & Translations

This document can be provided in large print, Braille or on audio format and can be translated into other community languages. Please contact the Council’s Communications Team at: East Dunbartonshire Council Civic and Corporate Headquarters 12 Strathkelvin Place Kirkintilloch Glasgow G66 1TJ Tel: 0300 123 4510

Your Local Housing Offices

You can contact your local Housing Officer at the address and telephone number below (Monday to Friday, 9am to 5pm).

Housing Services East Dunbartonshire Council William Patrick Library 2-4 West High Street Kirkintilloch G66 1AD

Telephone 0300 123 4510