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GOVAN
HOUSING ASSOCIATION
Creating Places that Inspire People Annual Report on the Charter 2017 Govan Charter Report 2017.qxp_Layout 1 30/10/2017 14:47 Page 2 Welcome to our Annual Report on the Charter
Bill Pritchard • Chairperson Fiona McTaggart • CEO
By creating opportunities for tenants to Welcome to our fourth • Deliver a fair and equitable rent participate, we hope to achieve setting structure that meets future customer service excellence. Annual Report on the and long term needs, based on Scottish Social Housing This year saw the Association consistency, efficiency, undertake a full consultation exercise in Charter, which also transparency, sustainability, relation to restructuring the way we financial viability and affordability. incorporates the Scottish calculate our rents. The overall • Secure the support of tenants and Housing Regulator objectives of reviewing and introducing the new rent structure were to: ensure it was easy to understand. Landlord Report. • Engage and consult with tenants to • Ensure financial viability through make sure the proposals reflected The purpose of the report is to inform the Association’s Business Plan. their requirements. you about how Govan Housing • Support the Association’s • Deliver clear transitional Association has performed during commitment to social and financial arrangements allowing tenants to 2016/17 and explain how we are inclusion, while improving the move gradually to the new rent progressing in meeting the different capacity to maximise rental income structure over an agreed period of outcomes and standards included and individual’s financial capability years, minimising any negative within the Scottish Social Housing and capacity. financial impact on tenants and Charter. avoiding any detrimental impact on The Association is committed to the Association’s business plan. Overall customer satisfaction involving tenants in shaping the with Govan Housing services we provide. We aim to create • Reduce the number of rent Association charges that currently exist and a culture that places tenants’ views and Actual 2016/17 – 86.6% opinions at the heart of everything we reduce the range between the lowest and the highest charges. Scottish Average 2016/17 – 89.71% do.
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91.6% of our tenants
felt we were good at keeping Welcome to our Annual Report on the Charter them informed. Scottish Average 2016/17 – 91.14%
As part of our commitment to involving our residents we have instructed a new Resident’s Satisfaction Survey. This survey will allow us to review areas of our performance in line with charter One of the ways we will do this is requirements; the results will inform through our comprehensive 5 year 97.44% of our areas of this report in the future. planned maintenance programme tenants were satisfied with which started this year. Approximately the repairs service provided. The survey will be conducted by staff £1m will be spent in the current Scottish Average 2016/17 – 90.58% from Knowledge Partnership, an financial year on upgrade works. We independent research company, who have started our kitchen and Association was awarded three will liaise directly with our tenants and bathroom replacement programme awards from Investors in People – a residents, conducting the survey and boiler replacements. Platinum Standard; a Health and Wellbeing Award; and a Young independently is considered good This year has seen the launch of our People Gold Accreditation. These practice as the results are externally subsidiary company Govan Home awards truly reflect our commitment validated to ensure integrity of the Team, which will allow us to deliver to development of our staff to ensure data. improved and enhanced repairs, that they have the skills needed to maintenance and environmental Monitoring and reporting on our provide a high quality service to our services that make a positive impact performance continues to be a key tenants and the wider Govan on people and communities. This aspect of our work to ensure we are community. focus really signals the future learning about ways to improve direction of the Govan Housing We are determined that Govan service delivery as well as continue Association Group, one that is Housing Association will continue to what we do well. We are pleased to genuine about customer service, impact the lives of our tenants and say that the Scottish Housing which is committed to ensuring that service users. Regulator’s Landlord Report, residents get the best possible deal We will continue to invest in contained within this report and and the highest quality products and community projects to ensure that available on our website, shows that services and importantly, puts our residents thrive and develop in an we are performing well as a residents and the wider community environment where their aspirations business. We recognise that there is central to everything that we do. are nurtured and where they are still work to be done, however, and Underpinning all of this is ensuring encouraged to achieve the we are committed to developing our that our Group structure is strong, unexpected. business to bring these robust and viable and able to deliver improvements to tenants and the the innovative and ambitious plans We hope that you find this report wider communities we serve. we have. informative. But please tell us what The Association has developed an you think – we’re always keen to hear Average time taken to ambitious business plan and your views. complete an emergency investment plan and our tenants will repair continue to be at the forefront of 1.82 hours service delivery and improvement. Scottish Average 2016/17 – 4.66 hours In June 2016, Govan Housing
For further information and to compare our performance against that of other Registered Social Landlords in Scotland, please visit the Scottish Housing Regulator’s website at: www.scottishhousingregulator.gov.uk. Here you will see a user-friendly comparison tool that allows you to compare our performance with up to four other selected landlords.
Annual Report on the Charter 2017 | page 3 Govan Charter Report 2017.qxp_Layout 1 30/10/2017 14:47 Page 4 What is the Charter and what does it mean for our tenants?
The Charter clearly states what tenants The Charter is a • Adding a requirement that and other customers can expect from landlords should meet the Energy document which sets social landlords, such as Govan Efficiency Standard for Social the standards and Housing Association, and helping Housing by December 2020. tenants to hold landlords to account. outcomes that all social • Amending the neighbourhood and landlords should be • Focusing the efforts of social community outcome to recognise landlords on achieving outcomes more explicitly that meeting this achieving for tenants that matter to our tenants. outcome requires landlords to work with other agencies to achieve it. and other customers • Giving tenants and other through their housing customers more opportunities to • Strengthening the Gypsies/ activities. be part of the decision making Travellers outcome by adding that processes of social landlords and local councils and registered social to help review, scrutinise and landlords with responsibility for The Charter aims to help to improve managing sites meet the minimum shaping their services for the the quality and value of the services standards set in guidance issued benefit of all tenants and that social landlords provide and by the Scottish Government issued customers. supports the Scottish Government’s in May 2016. long-term aim of creating a safer and The Charter was reviewed in 2016 and stronger Scotland. the outcomes of this review process Requirements This report has been designed to show was incorporated and approved by the of the Charter the progress of Govan Housing Scottish Parliament on 8 February One of the requirements of the Charter Association in achieving the standards 2017, with the new Charter taking effect is that social landlords publish our and outcomes included within the from 1 April 2017. The review process compliance with the standards and Scottish Social Housing Charter. was undertaken by the Scottish outcomes within the Charter, on an Government in consultation with annual basis. You will receive this What is The Scottish tenants and stakeholders. The report, therefore, each year around Social Housing Charter? changes to the charter were largely in October, following the publication of relation to fine-tuning the original the Annual Report on the Charter The Charter aims to help improve the Charter and can be summarised as information by the Scottish Housing quality and value of the services that follows: Regulator in August each year. Also, social landlords provide and supports regular updates will be provided via our • Updating the narrative, which the Scottish Government’s long term newsletters and website. aim of creating a safer and stronger describes the scope of the The Charter contains a total of 16 Scotland. standard or outcome, to reflect recent developments in best outcomes and standards against which The Charter took effect from 1 April practice, including the impact of the Scottish Housing Regulator will 2012, in accordance with the Housing digital developments on the assess all social landlords annually. (Scotland) Act 2010. It was developed Govan is measured against 14 of the delivery of housing services. in consultation with the Scottish 16 outcomes as outcome 12 and 16, Housing Regulator, tenants, • Highlighting of all the standards which relate to homelessness and the representative bodies, homeless and outcomes should be reflected management of sites for people, other stakeholders and social across the whole of a landlord’s gypsies/travellers respectively, only landlords. activities. apply to local authorities.
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The outcomes are as follows: • Self Assessment of the charter Customer/Landlord Relationship outcomes will be undertaken
• 1 – Equalities through the development of our What is the Charter and what does it mean for our tenants? • 2 – Communication internal Performance • 3 – Participation Management Framework. This framework will be a tool Housing Quality & Maintenance utilised by the Management Team • 4 – Quality of Housing to ensure that all compliance issues are being achieved in • 5 – Repairs, Maintenance and Improvements relation to the charter and the associated indicators.
Neighbourhood & Community • Benchmarking against other • 6 – Estate Management, similar organisations, our Anti-social Behaviour, previous year’s performance and Neighbour Nuisance and also Scottish average figures tenancy disputes Why is the Charter allows us to compare performance. Access to Housing & Support important? • 7,8&9–Housing Options • Puts a focus on quality of service Consultation Register • 10 – Access to Social Housing and tenants experiences. At the heart of the Charter is the need • 11 – Tenancy Sustainment • Defines what’s important to for social landlords to proactively tenants. encourage people to get involved or Getting good value from Rents have their say and to make this & Service charges • States in clear and plain participation as accessible as • 13 – Value for Money language what landlords should possible. We do this in various ways, be delivering for their tenants and • 14 & 15 – Rents & Service the key ones being via our Hub in Charges customers. Govan Road, our consultation days • Gives a renewed focus on tenant on important policy reviews and our How can you get participation. Service Scrutiny Panel. We involved? appreciate that people like to get involved or be consulted in different We have a Service Scrutiny Panel How will the Charter ways. We want to make sure we tailor who helped shape and design our do this? our consultation to suit. To help with Charter Report paying particular • The Charter tells you what you this, we have established a focus on the type of information that can expect from Govan Housing consultation register to note people’s may be of interest to tenants and Association. preferences. We will remind people how that information is displayed so via our website and newsletters that it is easily accessible. We hope you • The Charter tells Govan to ask we have the consultation register and like the results and would welcome YOU what is important for you. they can add their information or your feedback so we can learn and change their details whenever they perhaps include your ideas for • The Charter helps the Scottish want. amendments in next year’s edition. Housing Regulator to measure To let us know your thoughts on the the standard of services provided Our Consultation Register also allows Charter report, please email us at by Govan Housing Association. tenants to be consulted on areas of [email protected] or pop Association business that they into the office. How will we express a particular interest in. This may be as basic as receiving We are currently looking to enhance manage/assess the information to read over at their the membership of our Service outcomes of the Scrutiny Panel so if you think you leisure, or may involve becoming part would like to get involved, meeting charter in our day to of a focus group to discuss certain perhaps once a month for a couple day business? aspects of our service provision. hours, that would be great. If you would like to be included in the • We will ensure that the outcomes Please contact Michelle McColl, our register then please contact our of the charter are incorporated Performance and Compliance Officer, Michelle McColl at our office on into all areas of service delivery. on 0141 440 0308. 0141 440 6235. Annual Report on the Charter 2017 | page 5 Govan Charter Report 2017.qxp_Layout 1 30/10/2017 14:47 Page 6 The Scottish Housing Regulator’s Landlord Report
Each year the Scottish Housing Regulator publishes a Landlord’s Report for each social landlord which is based on key areas that tenants’ said matter most when it comes to their landlords’ performance.
This year the Scottish Housing well as value for money for tenants. Knowledge Partnership will be carrying Regulator said the following about While this was a large piece of work, it out our new Residents Satisfaction Govan Housing Association: was very worthwhile and we thank all Survey throughout October and the tenants and tenants’ groups that November 2017. helped with the process. Homes and rents Of the tenants who responded to the At 31 March 2017 we owned 1,555 In the Charter figures, our annual rent tenant satisfaction survey in 2014: homes. The total rent due from all increase figure was stated as 0.00% 86.6% tenants for the year was £5,202,783. due to the rent restructure exercise that said they were satisfied overall service was undertaken by the Association. with the we Average weekly rents provided, compared to the Going forward, we will ensure that we Scottish average of 89.71%. House Number Scottish Govan HA Difference continue to regularly monitor and Size Owned Average evaluate our rent levels in consultation 91.6% felt that we were good at 1 apt 3 £67.54 £66.55 1.5% with our tenants to ensure the rent keeping them informed about 2 apt 746 £63.20 £71.67 -11.8% levels remain fair and consistent our services and outcomes throughout our stock and continue to compared to the Scottish 3 apt 579 £74.60 £73.13 2.0% offer value for money. average of 91.14%. 4 apt 142 £82.74 £79.42 4.2% 82.4% of tenants were satisfied 5 apt + 78 £99.85 £88.02 13.4% Tenant satisfaction with the opportunities to It is noteworthy that the following participate in our decision figures about satisfaction are similar to Rent Restructure making, compared to the that reported last year as they are This year saw the Association Scottish average of 83.82%. undertake a comprehensive based on the Residents’ Satisfaction consultation exercise to look at how we Survey that we carried out in 2014. We We will publish the results of the new could improve the way we calculate our carry out our comprehensive Residents’ Residents satisfaction survey that is rents to ensure fairness and Satisfaction Survey every three years currently being carried out early next consistency throughout our stock as and as mentioned earlier in the report, year.
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Quality and Association and we are working with Neighbourhoods the new tenants to complete the maintenance of homes For every 100 of our homes, works required to meet the SHQS. We must ensure your home is well 15.11 cases of anti-social behaviour were reported in the last maintained and repairs and The average time we took to emergency repairs was year. 86.38% of these cases were improvements are carried out when complete 1.82 hours, compared to resolved within targets agreed they are required and that, wherever the Scottish average of locally, compared to the possible, you will be given the choice 4.66 hours. Scottish figure of 87.22%. about when the work is carried out. The average time we took to 53.25% of our homes met the Value for money complete non-emergency repairs Scottish Housing Quality Standard The amount of money we collected was 2.96 days, compared for current and past rent was equal to compared to the Scottish average of to the Scottish average 102.15% of the total rent 93.63%. This may seem low, however, of 7.08 days. due in the year, compared 47.75% properties are exempt to the Scottish average because of the layout, size or design We completed 91.81% of reactive of 99.61%. of the property, which are mainly pre repairs ‘right first time’ We did not collect 0.82% of rent due compared to the Scottish 1919 tenements. The remainder are because homes were average of 92.41%. tenants choosing not to have empty, compared to the improvements made. This can be 97.44% of tenants who had repairs Scottish average of 0.87%. because of the potential upheaval, or maintenance carried out were It took an average of 20.12 days to that they are happy with existing satisfied with the service they re-let homes, compared arrangements or the properties have received, compared to the to the Scottish average of recently been acquired by the Scottish average of 90.58%. 31.53 days.
Want to know more? If you would like a copy of our Scottish Housing Regulator landlord report, please contact our Corporate Services Team on 0141 440 0308. A copy of our report is also available on our website www.govanha.org.uk. The Scottish Housing Regulator also has lots of further information on Scottish landlord’s performance on their website www.scottishhousingregulator.gov.uk.
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Outcome 1: Equalities
Social landlords perform • We continue to adhere to a • Within our Community Hub, we all aspects of their housing comprehensive Equality and have introduced English classes for Diversity Policy which is embedded those whose first language is not services so that every into the culture and operational English. tenant and other customer activities of the organisation. has their individual needs • In the year we obtained £67,719 in recognised, is treated fairly • Our offices are wheelchair grants from the Scottish and with respect, and accessible and have induction or Government to improve the quality of life for 26 of our tenants by receives access to housing ‘hearing loops’ to assist sensory impaired customers. carrying out medical adaptations to and housing services. their homes to better meet their • We work in partnership with external particular medical needs. We have a very focussed approach to agencies to provide support to diversity as evidenced throughout our tenants with specific needs both Ethnic Status: Existing tenants Business Plan. through our Community HUB project Recognising the diversity of our and by providing properties by lease community in Govan, we identified the to support various organisations need for specific resources to ensure offering specialist services. that all tenants and residents regardless • For customers where English is not of their circumstances or background their first language – we work with 46 (2.97%) are treated in the same way, whilst translation services and affiliate to 65 (4.20%) recognising that individual needs may ‘Happy to Translate’ in order to require to be met in different ways. meet tenant needs where required. Ethnic status of Tenants and Applicants as at 31/3/2017 Existing Housing Ethnic Status: New lets Ethnic Origin tenants at List Housing List Applicants or re-lets 31/3/2017 Applicants Scottish 997 269 158 Other British 23 13 3 Irish 6 3 1 Gypsy/traveller 1 1 0 Polish 131 46 32 Any other white background 71 21 13 Mixed or multiple ethnic background 5 3 2 Indian 6 5 2 Pakistan 27 15 1 Ethnic Status: Bangladeshi 0 1 0 New lets or re-lets Chinese 10 1 1 Any other Asian background 3 5 1 Caribbean 2 1 1 African 38 22 7 Any other black background 25 14 6 Arab, Arab Scottish, or Arab British 4 4 2 Any other group 158 23 19 Unknown 42 29 15 Total 1549 476 264
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Outcome 2: Communication Customer/Landlord Relationship
Good communication is the platform We provide a number of ways to Social landlords manage to build effective involvement of inform our tenants and residents their business so that and to allow them to get in touch tenants and residents. We commit to with us: tenants and other provide timely, clear and concise • Website information so tenants are kept well customers find it easy to • Newsletter (quarterly) informed. communicate with their • Reception area TVs landlord and get the Do you know? • Telephone information they need You can follow us on Facebook and • Calling in at our offices about their landlord, how Twitter at the following addresses: • Home visits • Email and why it makes govanhousingassociation decisions and the • Facebook and Twitter • Community Hub services it provides. @MovingGovanFwd • Digital Hub
Percentage of customers who feel that we Percentage of customers satisfied with the are good at keeping them informed about overall services provided by our services and outcomes Govan Housing Association 100 100
80 80
91.6% 91.1% 89.7% 60 60 86.6%
40 40
20 20
0 0 Govan Housing Scottish Govan Housing Scottish Association Average Association Average
Moving Forward they can pay their rent/factoring means tenants are taking control of charges on-line, order repairs, how often they get involved, on what Our full staff team will continue to communicate direct with members of subject and how often - to help us deliver services that will ensure that staff and many more tools to with key decision making areas of communication with the Association enhance our relations with our the business. is open to all residents regardless of customers. potential barriers they may face. Service Scrutiny Panel Involvement of our residents is Tenant Profiling We will continue to develop our paramount to our ethos, we strive to The more comprehensive and up-to- Service Scrutiny Panel and look at date information we have about the meet the needs of a diverse range of the potential for a Young Persons characteristics of our residents, will individuals, we therefore need to Scrutiny Panel to ensure that tenants have a strong understanding of their ensure that our services are and residents can act as a ‘critical current needs and ensure that we are developed to obtain the best friend’ to the Association and ensure sufficiently flexible to respond to outcomes for all. To this end we will that they help shape our future changing circumstances. continue gathering information through our tenant profiling service delivery. New Website programme, please work with us to This year will see the launch of our Complaints ensure that we have the most up to new website. We undertook a We will continually monitor and date information about you and your complete review of our website in review our complaints to ensure that family composition. order to make communication with we are being responsive to change the Association easier and more user Consultation Register and that we are meeting the needs of friendly. Our new site allows We continue to encourage people to our tenants and the wider customers to access facilities where join our Consultation Register. This community.
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Outcome 3: Participation
Social landlords manage • This year has seen our Community • We introduced our digital hub to their business so that Inclusion work grow from strength encourage local people to learn to strength with a variety of different about computers so they can learn tenants and other projects undertaken within the how to access services on line. Due Govan community. customers find it easy to to the success of this project we participate in and • We identified the need for specific have employed the resource of a influence their landlord’s classes to encourage engagement Digital Inclusion Worker, so we have decisions at a level they and break the isolation often felt if a dedicated person to work within you’re new to a community, feel comfortable with. the community and develop this especially where English is not your provision to meet the various needs indigenous tongue. Engagement is crucial within a identified. community especially where people • We have continued to develop our • We introduced a Consultation often lack confidence to come forward Service Scrutiny Panel and are Register, the purpose of which is to and join in. Using our staff teams, who currently carrying out a recruitment build up relations with tenants in various drive to encourage new members to allow tenants and residents to different ways, we hope to access and join so that our Panel represents the become involved in specific areas engage with even more tenants and demographic profile of our of Association activity. This may be community as far as possible with encourage them to get involved over as basic as receiving information to every group having a voice and the coming year. It is important that read over at their leisure, or may being represented. Our Panel residents understand and are able to be involve a little more involvement, members are consulted on policy part of the processes involved in reviews, legislative changes, key such as informing the Association delivering Govan’s housing and service delivery areas and working about a particular subject or associated services. practices and key matters affecting becoming involved in a focus group both tenants and the wider or working party. If you are • 82.4% of our tenants were satisfied community. with the opportunities given to them interested in joining the register to participate in our decision • We work with, and provide support please complete the tear of slip making processes (Scottish to, two Tenants Groups who provided at the bottom of page 11 average – 83.82%). represent local communities. and return it to our offices.
Did you know? In 1996 Channel 4's Time Team carried out an archeological excavation of the Doomster Hill area.
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Moving Forward that matters to tenants and efforts allows us to have good owners and continue with the understanding of what matters • We have engaged Knowledge things we do well. to tenants Customer/Landlord Relationship Partnership to carry out another • Introduce further satisfaction independent and • We will promote our surveys linked to various comprehensive review of Management Committee processes to obtain tenant resident satisfaction levels in membership through our regular views on how we are doing. October/November 2017. This newsletters, website and general allows tenants to speak with • We will gather satisfaction levels face-to-face meetings with someone who is neutral (and about the condition of our tenants and partner agencies. not an employee) about the properties when new tenants • We will actively promote our Association’s services. This move and their views on the survey provides us with valuable area. This gives us ‘live’ up to activities and local events information on what people date information on levels of through social media e.g. Govan really think so we can improve customer satisfaction with our Loves Christmas and our Annual our service delivery in the way services. This combination of Fun Day. Did you know? The Association was voted Medium Sized Housing Association of the Year in 2012.
ᔇ
Consultation Register If there are any other areas of interest, then please provide If you would like to be included in the register, then details below: please complete this tear off slip by indicating your areas of interest with a tick in the appropriate box.
Service Standards/Strategic Docs
Estate Management/Anti-Social Behaviour
Allocations Name: Rent and Service charges Address: Repairs and Maintenance
Investment Programmes
Energy Efficiency Projects
Community Inclusion Projects Telephone:
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Outcome 4: Quality of Housing
a major investment programme in the condition data. This information Social landlords manage central Govan area to renew kitchens ensures that we are aware of the their business so that and bathrooms, which will see the internal standard of our properties on tenants’ homes meet the Association invest approximately £970K an ongoing basis. This will help us to Scottish Housing Quality over the next eighteen months. All work determine the future investment Standard (SHQS) where will be carried out by our own priorities and planned maintenance operatives and the savings for the programmes which will be put in place possible, and continue to Association will be re-invested back to improve the quality of your home. meet it. Also, when they into the community through various We will keep you advised of the are allocated we will initiatives. forthcoming programmes in our ensure they are always We have employed a Tenant Liaison quarterly newsletters. clean, tidy and in a good Officer and grown our Community Inclusion team to ensure that we have state of repair. the resources to assist in issues that this programme of works may highlight. This year has seen the formation of We also now have the resources in- Govan HOME Team, the new subsidiary house to undertake a full Scottish of Govan Housing Association which Housing Quality Standard assessment allows us to manage our Planned when our properties become void, this Maintenance Programmes in-house. information will complement our stock This will see the Association undertake
Percentage of our properties Percentage of tenants satisfied Percentage of properties currently meeting the Scottish Housing with the standard of their home meeting Energy Efficiency Standard Quallity Standard* when moving in in Social Housing (EESSH) 100 100 100
80 80 80 99.87% 97.1% 93.63% 93.33% 89.96% 60 60 85.9% 60 85.0% 78.1%
40 40 40 53.25% 52.17% 51.01% 20 20 20
0 0 0 Govan Housing Govan Housing Govan Housing Scottish Govan Housing Govan Housing Govan Housing Scottish Govan Housing Govan Housing Scottish Association Association Association Average Association Association Association Average Association Association Average 2016-17 2015-16 2014-15 2016-17 2016-17 2015-16 2014-15 2016-17 2016-17 2015-16 2016-17
*there are a number of our properties which have exemptions because of layout, size or design As part of the review of the Scottish primarily in relation to our pre-1919 tenemental stock. Whilst we are reporting that only 53.25% of our Social Housing Charter, Landlords properties meet the SHQS standard, this standard has been revised since we undertook our assessment and the restrictions on the space required in kitchens has been removed, therefore we must now ensure that all homes adhere are reviewing our data and we hope that we will see an improvement on our statistics. to a new Energy Efficiency Standard for Social Housing by 2020. The table above details the current position of all of our properties in relation to the standard.
83.1% of tenants When the Association started in surveyed said that they were Did you 1971 the majority of our tenants satisfied with the overall know? had to go to the Steamie for a quality of their home bath. (Scottish Average – 86.93%)
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Outcome 5: Repairs, Maintenance Housing Quality and Maintenance and Improvements Another purpose of Govan HOME Team, the new subsidiary of Govan Social landlords manage Housing Association is to deliver the reactive repair and planned their business so that maintenance services to our tenants with a view of achieving service tenants’ homes are well improvements and better value for money. All repairs will be delivered by our maintained, with repairs own operatives which allows us to manage the performance and delivery of the repair service more stringently. and improvements carried Govan HOME Team is a Community Interest Company, which is a subsidiary out when required, and of the Govan Housing Association Group, governed by its own Board, tenants are given managed on a day to day basis by Catherine Aiton, Operations Manager reasonable choices about and led by our Executive Staff Team, Fiona McTaggart, Chief Executive and Natalya Macholla, Deputy Chief Executive, to ensure continuity and sound when work is done. business management.
Average length of time taken to Percentage of reactive repairs completed ‘Right First Time’ Hours complete emergency repairs (hours) 6 100
5 80 93.6% 4 91.8% 92.41% 60 83.0% 3 4.66 1.82 2 hours hours 40 2 hours 1.5 hours 1 20
0 0 Govan Housing Govan Housing Govan Housing Scottish Govan Housing Govan Housing Govan Housing Scottish Association Association Association Average Association Association Association Average 2016-17 2015-16 2014-15 2016-17 2016-17 2015-16 2014-15 2016-17
Average length of time taken to Average number of reactive repairs completed per property Days complete non-emergency repairs (days) 8 5 7 4 6
5 7.08 3 days 4 3.5 3.37 3.5 3.5 3 2 Percentage of tenants satisfied 4.4 2 4.2 with our repairs and maintenance days days 1 1 2.96 service days 100 0 Govan Housing Govan Housing Govan Housing Scottish 0 Govan Housing Govan Housing Govan Housing Scottish Association Association Association Average Association Association Association Average 2016-17 2015-16 2014-15 2016-17 2016-17 2015-16 2014-15 2016-17 80 97.44% 98.7% 90.5% 90.58% 60 Moving Forward evidence through statistics or numbers but when this proves 40 • We will monitor our repairs service to difficult we will provide statements 20 ensure that the services being from the people employed or 0 delivered by the HOME Team are of undertaking training programmes Govan Housing Govan Housing Govan Housing Scottish Association Association Association Average a high standard and undertaken through the initiatives we will 2016-17 2015-16 2014-15 2016-17 within target. provide. Percentage of annual gas safety • We will monitor value for money by • Continue to use tenant feedback to inspections carried out before their anniversary date undertaking regular comparisons of evaluate and improve our repairs 100 costs, comparing satisfaction levels and maintenance services. 80 but most importantly by evaluating 99.89% 98.2% 98.0% 99.67% • Continue to develop and implement and providing evidence of the wider a plan for achieving the Energy 60 social impact of employing local Efficiency Standards for Social people and investing in the 40 Housing (EESSH) by 2020. sustainability of the local community. 20 We are aware that this can be • Govan HOME Team will implement 0 difficult to evidence and that we will mobile working solutions to help us Govan Housing Govan Housing Govan Housing Scottish Association Association Association Average not always be able to provide to work more efficiently. 2016-17 2015-16 2014-15 2016-17
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Outcome 6: Estate Management, Anti-Social Behaviour, Neighbour Nuisance Neighbourhood and Community and Tenancy Disputes
Social landlords, working Govan Housing Association prides itself on its close partnership working with both statutory and voluntary organisations across Greater Govan and Glasgow. in partnership with other Our Community Inclusion team have further developed these relationships agencies, help to ensure through promotion of our Community HUB. The Hub programme and through that tenants and other hosting networking breakfasts, has brought together projects from across all customers live in well- sectors. This has led to some brilliant collaborative working within the community maintained which has benefited both tenants and residents. neighbourhoods where Our HOME Team operatives and dedicated Estate Housing Assistants focus on estate management improvements and work in sync with our Tenants Association they feel safe. to concentrate on areas of our estates that require to be improved on.
It resulted in 7 young people taking of our You said: 79.31% part in a 6 week voluntary placement tenants are satisfied with Youth disorder was a major issue in with the Association, followed by a 9 the management of the the area. week placement through Community neighbourhood they live in We did: Safety Glasgow’s Choice Works (Scottish Average – 87.11%) Operation Modulus programme and finally a 12 month placement with the Association Back in 2015-16, the Association Percentage of anti-social behaviour through support from Community cases resolved within locally agreed worked with Community Safety targets Jobs Scotland. 100 Glasgow and a range of other local partners to develop the Operation To date 5 of the original 7 people 80 98.8% 100% Modulus programme. involved in the initial programme are 87.22% 60 86.38% The programme targeted local young now in full time employment with the people who had been offending or Govan HOME Team as 40 taking part in anti-social behaviour. Labourer/Estate Caretakers.
20
0 organisations such as the police Govan Housing Govan Housing Govan Housing Scottish Association Association Association Average Moving Forward 2016-17 2015-16 2014-15 2016-17 and local authority to try to • Due to the success of the Mini- improve your quality of life. Modulus programme, • Respond timeously when you Community Safety Glasgow have report any incident of anti- social approached the Association to behaviour. When you report an look at carrying out a similar anti-social behaviour incident to project over 2017-18 and have us we will prioritise it depending highlighted a further 7 people on the impact it has on you. that they feel could benefit from We’re committed to using the full the programme. This programme range of tools available to will begin in November of this effectively manage anti-social year. behaviour. This can include • Continue to work closely with issuing verbal and written Did youLeo know? Blair (Senior), external partner agencies - often warnings, acceptable behaviour father of former Prime Minister Tony problems cannot be solved by agreements, injunctions and as Blair, grew up in a close in Golspie Street and attended Govan High one agency alone, but we can a last resort, seeking possession School. work together with other of a home.
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Outcome 7, 8, 9: Housing Options Access to Housing and Support
Social landlords work • We have seen a considerable improvement in the sustainability of tenancies with a reduction in lets of nearly 37%. together to ensure that: • Over the past 12 months we have developed our community hub • People looking for programme to suit the needs of local people. The key themes covered by housing get information the programme are; Education, Integration, Health, Unemployment and that helps them make Financial Inclusion. informed choices and • We have provided facilities for access to digital learning, social inclusion decisions about the projects, tenant led groups, formal and informal education and creative arts. range of housing options • The launch of our new website also makes it easier for people to access our available to them. services including applying for a home on-line or obtaining information • Tenants and people on about lettable properties etc. housing lists can review • We will continue to work in close partnership with the Homeless Casework their housing options. Team to ensure that referrals made as part of the Homeless Protocol are from those individuals who are familiar with the Govan Area and who have • People at risk of losing specifically requested to be rehoused here. their homes get advice on preventing • We will continue to work in close partnership with external agencies who homelessness. specialise in providing support services to vulnerable adults, such as Quarriers and the Talbot Association
Number of properties that became vacant during the year
Performance Govan 2016 2017 Housing 294 215 Association properties properties
Moving Forward • Through the monitoring of tenancy sustainment levels, the Association will identify vulnerable groups that may be at risk of not sustaining their tenancy. • We will offer increased support to any tenants that may fall into this identified group and monitor their tenancy closely, providing them with the information they need to sustain their tenancy. • We supply these tenants and any other potentially vulnerable new tenants with introductory packs. These packs contain some of the If you are elderly or disabled and cannot manage Did you into the Office, we can arrange for a member of necessary essentials to help staff to visit your home if you require help or tenants move into their new homes, know? basics for setting up home. advice relating to your tenancy.
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Outcome 10: Access to Social Housing
In 2016/17 we started New tenancies: Source Social landlords work 252 new tenancies: together to ensure that Number to existing tenants 48 48 people looking for housing Number to housing list (19.05%) 144 find it easy to apply for the applicants 30 widest choice of social Number of mutual exchanges 1 (11.90%) Number from other sources inc. housing available and get referrals for supported 29 29 144 accommodation (11.51%) the information they need (57.14%) Number of applications who on how the landlord have been assessed as 30 allocates homes and their homeless by the local authority 1 prospects of being housed. TOTAL 252 (0.40%)
Over the last year we have seen an New tenancies: Past 4 years Transfers Section 5 Referrals improvement to the number of Waiting List Other Sources Mutual Exchanges properties that became let in the year. 150 The chart shows the number of lets we 144 have had over the last four years. 252 lets were made during 2016/17, which 118 was a reduction of 42 from the figure of 120 115 294 last year. This means that more people are choosing to stay in their home, in Govan. 90 44.8% of offers were refused in the 76 year. This compares favourably against 56.75% refusals of offers made by the 64 59 58 Association in 2015/16. While this is still 60 56 56 high and we will continue to work to 48 reduce the level further, it does indicate 40 40 that more people are choosing to live 29 30 30 28 in Govan, within our properties. Our refusal rate is still higher than the 6 Scottish average of 37.33%. 3 1 0 0 0 2016-17 2015-16 2014-15 2013-14 Total 252 Total 294 Total 174 Total 251
Moving Forward • We will look at undertaking pre- financial viability assessments at • We have started and will enhance pre-tenancy visits in order to our pre tenancy support to help determine the risk level of the applicants prepare for taking on prospective tenant to sustain their their own tenancy. tenancy. • We have reviewed our Tenants Handbook and will continue to • Depending on the outcome of the The average length of time improve the information given to above measure, we will put in place taken to re-let properties in customers when applying for the appropriate levels of support to the last year was 20.12 days. houses, so that information is easy enhance the tenant to sustain the (Scottish average – 31.53 days). to understand and accessible. tenancy.
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Outcome 11: Tenancy Sustainment Access to Housing and Support
work this year to support tenants to Social landlords ensure Percentage of new tenants sustaining be able to sustain their tenancies. their tenancy for more than 12 months that tenants get the 100 During 2016-17 our Financial information they need on Inclusion Officer dealt with 161 cases how to obtain support to 80 that have led to a potential annual 89.04% 88.05% income for tenants of £374,000 remain in their home; and 60 81.04% 80.53% mainly due to an increase and take ensure suitable support 40 up of benefits to which they were is available, including entitled. That’s an average of £2,322 services provided directly 20 per person per year. At the end of the financial year we were helping 40 0 by the landlord and by Govan Housing Govan Housing Govan Housing Scottish Association Association Association Average people and the demand continues to other organisations. 2016-17 2015-16 2014-15 2016-17 grow. Our financial inclusion team has grown this year by demand. We Tenancy sustainment is at the heart them access the specific support have recently appointed a new of everything we do. This can be they need. As an Association we are Financial Inclusion Manager who will achieved by helping tenants with committed to developing our wider oversee the management of the benefit advice, assisting with start up role activities to ensure we can try team to enhance sustainability. packs, paint and carpets at the start and offer help where needed. of a tenancy, assisting with food parcels or adaptations for medical Financial Inclusion Did you know? needs as well as sign posting Welfare Benefit Advice has been a The first ship built in tenants to specialist agencies to help key aspect of our financial inclusion Govan was The Vanguard in 1843. Our Financial Inclusion Team have recently achieved the following statistics: Financial Inclusion Annual Income Per Benefit Type The Community Inclusion team have dealt with various cases that have led to an annual income at present of approximately £374,034.01.
n Housing Benefit / Local Housing Allowance: £177,923.11 n Scottish Welfare Fund: £22,808.64 n ESA (Income Based): £18,564.10 n Universal Credit: £15,749.52 n Employment Support Allowance: £15,204.80 n Attendance Allowance: £11,546.60 n Jobseekers Allowance (Income based): £11,546.60 n Working Tax Credit: £10,053.16 n Personal Independence Payment (both): £8,717.80 n Pension Credit: £8,091.20 n Child Tax Credit: £3,296.80 n Jobseeker’s Allowance n Severe Disability Premium: £3,216.20 (Contribution-based): £7,602.40 n Income Support: £2,371.20 n UC 3rd Party Deductions: £7,448.76 n Integrated Grant Fund: £1,786.71 n ESA (Contribution Based): £7.017.40 n Bedroom Allowance Application: £843,961 n ESA50: £7,017.40 n Spruce Carpets Grant: £501.64 n Council Tax Reduction: £6,804.54 n Dulux Paint Pack: £278.00 n Child Benefit: £6,442.80 n Second Opportunities: £230.00 n DHP: £6,279.62 n Utility Saving: £205.40 n SSP - Statutory Sick Pay: £5,599.40 n Warm Home Discount: £140.00 n Reduced Overpayment: £3,397.74 n Overpayment to Landlord: £72.01 n Tax Credits: £3,380.00 n Govan New Tenant Pack: £39.50
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Financial Inclusion Benefit Cases The Community Inclusion team have dealt with 201 different cases – 161 cases completed, 40 open cases. n Housing Benefit / Local Housing Allowance: 53 Cases n Scottish Welfare Fund: 26 Cases n ESA (Income Based): 3 Cases n Universal Credit: 5 Cases n Employment Support Allowance: 4 Cases n Attendance Allowance: 2 Cases n Jobseeker’s Allowance (Income based): 3 Cases n Working Tax Credit: 2 Cases n Personal Independence n Tax Credits: 1 Case Payment (both): 2 Cases n Child Tax Credit: 1 Case n Pension Credit: 1 Case n Severe Disability Premium: 1 Case n Jobseeker’s Allowance n Income Support: 1 Case (Contribution-based): 2 Cases n Integrated Grant Fund: 3 Cases n UC 3rd Party Deductions: 4 Cases n Bedroom Allowance Application: 1 Case n ESA (Contribution Based): 1 Case n Spruce Carpets Grant: 1 Case n ESA50: 1 Case n Dulux Paint Pack: 2 Cases n Council Tax Reduction: 11 Cases n Second Opportunities: 1 Case n Child Benefit: 4 Cases n Utility Saving: 1 Case n DHP: 10 Cases n Warm Home Discount: 1 Case n SSP - Statutory Sick Pay: 1 Case n Overpayment to Landlord: 1 Case n Reduced Overpayment: 10 Cases n Govan New Tenant Pack: 1 Case
Medical Adaptations Grant obtained for Medical Adaptations Medical Adaptations carried out Adaptations, where appropriate, can be carried out to enable a £100k 40 tenant to maintain independent living and enhance their quality of £80k life. During the last year we completed 92.86% of the approved £97k 30 36 applications on the list for medical adaptations. £60k 20 £67.7k This is down slightly from 96.67% achieved last year but is £40k 26 9 considerably up from our performance in 2014/15 of 68.75%. 10 £20k The Scottish average was 86.17%. £26k 0 0 The average time that our tenants had to wait to have works 2016-17 2015-16 2014-15 2016-17 2015-16 2014-15 completed for adaptations, was 41.81 days, down from 67 days last year. This is better than the Scottish Average of 51.8 days.
Moving Forward can quickly identify trends and being at risk of not sustaining their provide preventative early action tenancy, carry out an additional visit 4 • Our staff teams including Housing, within problematic areass.• weeks later. Financial Inclusion and Community Inform/refer new tenants with limited • Where a new tenant falls into arrears Inclusion staff will continue to work or no resources to furniture initiative very closely to ensure we deliver we will invite them into our offices to projects. joined up services and support for conduct a new arrears interview and • Provide a starter pack of basic our tenants to meet their varying record the outcome. We will ensure essentials for new tenants with needs. The work of the Community that any arrangements put in place to limited or no resources. Inclusion Team as well as our address the arrear is manageable for housing staff is crucial to supporting • Ensure that the applicant is aware of the tenant. tenants to make them feel part of the all their responsibilities as a tenant community. This is especially and the contact details for their • Maintain regular, personal and important for new tenants who are Housing Officer. sustained contact with ‘at risk’ new to the area or existing tenants • Carry out a settling in visit within 1 householders; and work in who feel a wee bit isolated. month of the date of entry to review partnership with specialist support • Continue to monitor tenancy any tenancy issues or support needs; agencies who work with vulnerable termination reasons to ensure that we where the tenant is assessed as tenant groups.
page 18 | Govan Housing Association Govan Charter Report 2017.qxp_Layout 1 30/10/2017 14:54 Page 19 Outcome 13, 14 and 15: Getting good value from Rents and Service Charges Value for Money, Rents and Service Charges
In the last year, we carried out a comprehensive rent review rather than applying Social landlords manage an increase. With the support of tenants and tenants’ groups this review all aspects of their considered in detail the way we charge rents to ensure that fair and consistent business so that tenants, rents are charged across our stock, taking into account value for money. The table below compares our average weekly rent with the Scottish average, as owners and other identified by the Scottish Housing Regulator in the Charter information. customers receive Size of home Govan HA Scottish Average services that provide Bedsit £67.54 £66.55 continually improving 1 bedroom £63.20 £71.67 value for the rent and 2 bedroom £74.60 £73.13 other charges they pay. 3 bedroom £82.74 £79.42 4 bedroom £99.85 £88.02
There are two main areas where income can be lost to the Association: rent owed by existing tenants (arrears) and loss of rent when homes are empty (void loss). The table below illustrates our performance during 2016-17 in these areas: Scottish Rent Arrears 2016-17 2015-16 2014-15 Average % of total rent collected 102.15% 97.6% 98.37% 99.61% Gross rent arrears £361,527 £441,791 £337,702 n/a Gross rent arrears as a 6.84% 7.96% 6.53% 5.3% % of rent due Arrears management is fundamental to the success and longevity of the Association. We recognise that welfare reform measures are affecting our tenant’s disposable income. As noted earlier, our Financial Inclusion Team, alongside our Housing Management Team, are taking a proactive approach in addressing tenant need by providing much needed welfare benefit guidance to maximise income as well as and obtaining financial and money advice to help our tenants. We are also continually looking for ways to encourage those tenants in arrears to come and talk to us, to stop the worry and to establish a repayment arrangement that is affordable to them. Empty Homes - Scottish Loss of Income 2016-17 2015-16 2014-15 Average Moving Forward % of rental income lost 0.82% 1.1% 0.87% 0.87% • Continue to review our costs through empty homes as part of our Procurement £ of rental income lost £43,258 £60,616 £44,772 n/a Strategy. through empty homes • Continue to review our rents Our performance has improved and going forward we will continue to look for regularly to ensure our rents ways to minimise the loss of rents through empty properties. are fair, equitable and Our latest Resident affordable. 2016 to 2015 to Scottish Satisfaction Survey told us: 2017 2016 Average • Employ more staff to support % of tenants who felt that their rents for their an enhanced and improved 72.4% 72.4% 81.85% property represented good value for money. factoring service. % of owners satisfied with their factoring 60.69% 60.69% 67.38% • Ensure that Value for Money service can be demonstrated in all we Satisfaction with our factoring service is a key area which we are aiming to tackle do. going forward. Annual Report on the Charter 2017 | page 19 Govan Charter Report 2017.qxp_Layout 1 28/10/2017 13:07 Page 20
Moving Govan Forward Govan Housing Association 35 McKechnie Street, Glasgow G51 3AQ Telephone: 0141 440 0308 • Fax: 0141 440 0637 Email: [email protected] Website: www.govanha.org.uk
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