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Our Mission Statement: Building Sustainable Communities

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Our Mission Statement: Building Sustainable Communities Performance Review | 2014 - 2015 Our Mission Statement: Building Sustainable Communities Our Vision: To be the Landlord of Choice Cllr. Robin Currie and Tenant Mr Brian Sutherland - Ardfern Opening 2 CHAIRS MESSAGE Performance Review | | Performance Review Welcome to the Fyne Homes Performance Review for 2014-2015 Highlight of the year has to be the official opening by Councillor Robin Currie of our development at 1-6 The Glebe, Craignish, Ardfern on 24th April 2015. The completion of the development was the first social housing in the area for over 50 years. We currently have a scheme on site to provide 8 flats at Finnartmore, 2015 2014 - Kilmun and another scheme at St. Cuthberts, Dunoon which will provide a further 17 much needed affordable homes. Following our AGM last September, Bobby Reid decided to resign from the Management Committee after 53 (yes 53) years as a Voluntary Committee Member. Bobby is the longest serving committee member the association has ever had and quite possibly the longest serving committee member of any registered social landlord in Scotland. There have been a number of staffing changes during this year. Nicole Booth, Frances Coyle, James Craig and Robert Jardine joined the Association, whilst Myra Smith, Donnie MacIver, Ian Bence, Kenny Johnson and Marie Bowie left and we wish them all well. Congratulations are in order for Sharon Cole and Tracy Shields who in April 2015, following a staff restructure were appointed Heads of Business Services and Housing respectively. The RSL Sector as a whole is still facing major challenges in these difficult times. Fyne Homes continues to strive for efficiencies, but not at the expense of Quality or Innovation. We continue to have excellent working relationships with the Scottish Government, Argyll and Bute Council and our Lenders. These relationships have enabled Fyne Homes to continue developing at a time when many Scottish RSLs have stopped developing. The Association continues to be a “low risk” Registered Social Landlord with the Scottish Housing Regulator which is an endorsement of our careful measured approaches to financial management and accountability. We again consulted with some of our tenants to review the content and format of our report and have made some changes to reflect their views. I’d like to thank everyone involved with Fyne Homes during the year and hope you enjoy reading this review. Regards, Tom McKay McKay Chairman 3 PERFORMANCE AGAINST THE CHARTER This section of the report details our performance as at 31st March 2015 against some of the key areas of the Scottish Social Housing Charter. 2014 - 2015 2014 - The Scottish Social Housing Charter was introduced in April 2012. As a landlord, we have to work towards achieving the standards and outcomes contained in the charter. Further information on the Charter can be found at http://housingcharter.scotland.gov.uk/ Homes and Rents Total Number of houses 1,472 Total Rent Due in year £5,834,614 Average weekly rent increase 2.8% Performance Review | | Performance Review Average Weekly Scottish No of Apts Apt Size Difference Rent Average 29 1 £56.44 £64.03 11.9% 534 2 £67.13 £68.54 2.1% 648 3 £77.43 £69.60 11.2% 226 4 £88.79 £75.69 17.3% 35 5 £100.72 £84.04 19.8% Tenant Satisfaction The undernoted results are from our satisfaction survey carried out in March 2014. Indicator Outturn Scottish Average Tenants satisfied with overall service 87.8% 87.8% Tenants who felt we are good at keeping 88.6% 88.9% them informed about our services Tenants satisfied with the opportunities to 73.1% 78.4% participate in our decision making Quality and Maintenance of our homes Outturn Outturn Scottish Indicator Trend 2013-14 2014-15 Average Properties meeting the Scottish Housing 94.4% 96.4% 91% Quality Standard J Time to complete emergency repairs 2.8 hours 2.7 hours J 5.9 Time to complete non emergency repairs 5.2 days 5.3 days L 7.9 Reactive repairs completed “right first time” 82.6% 88.7% J 90.2% Tenants who had repairs or maintenance carried out - satisfaction with the service 85.8% 85.8% K 89.3% they received 4 PERFORMANCE AGAINST THE CHARTER Performance Review | | Performance Review Neighbourhoods and Community • For every 100 of our homes, 8.2 cases of anti-social behaviour were reported in the last year. • 95% of these cases were resolved within locally agreed targets compared to the Scottish figure of 83.2% Value for Money 2014 - 2015 2014 - Outturn Outturn Scottish Indicator Trend 2013-14 2014-15 Average Rent collected from tenants as a 98.3% 98.6% 99.5% percentage of total rent due J Rent lost through properties being empty 2.1% 1.8% 1.1% during the year J Average length of time to relet properties 38.2 56.5 36.8 during the year L Complaints Our complaints procedure has two stages: Stage 1 – Frontline Resolution which aims to resolve your complaint quickly Stage 2 – Investigation which deals with those which have not been resolved at Stage 1 or are more complex. The table below details our performance in this area. 2013-14 2014-15 Stage 1 Stage 2 Stage 1 Stage 2 Equality related issues 0 0 0 0 Other issues 46 8 63 17 Total Number of Complaints 46 8 63 17 No. % No. % No. % No. % Responded to in full 46 100 8 100 63 100 15 88 Upheld 41 89 6 75 54 86 6 35 Responded to within SPSO timescales* 40 87 8 100 57 90 10 67 *Scottish Public Services Ombudsman Timescales Stage 1 – 5 working days Stage 2 – 20 working days 5 5 HOUSING HIGHLIGHTS Fyne Homes is part of the HOME Argyll common housing register and last year saw the launch of our new online housing application and allocations system, as well as the introduction of our revised allocations policy. 2014 - 2015 2014 - We worked in collaboration with Argyll & Bute Council and our other Home Argyll social landlord partners on both the requirements of the new system and the detail of the policy, and consulted our applicants on their views in relation to the policy changes. The new allocations policy has a revised ‘points’ system which has been developed to make sure that those deemed as having the greatest housing need will be prioritised on our housing waiting list. As a result of the new online system applicants can now register, review or change their housing application at a time and place that suits them, instead of having to call or attend our offices. For applicants who do not have online access we have computers set up in 3 Performance Review | | Performance Review of our 4 offices for their convenience and a member of staff will assist where required.e W also have paper applications for those who prefer not to use an online system at all, so everyone’s needs and preferences are catered for. As part of the application process and to help us to provide more holistic advice and support, applicants now go through the ‘housing options’ questionnaire. Once completed this offers helpful information on a variety of things tailored to the applicant’s answers, such as job vacancies and Scottish Government schemes for buying a home. Getting involved We have had a little difficulty this past year trying to engage tenants to become more involved and have more of a say in how the Association is run. We would like to encourage more tenants to take part in things like policy consultations and tenant groups. In particular we would love to have more people involved in our Better Services Team (BeST) where Tenants have the opportunity to scrutinise our performance and really make a difference in the direction for Fyne Homes. If that is something you would like to be part of please call or visit your local office for more information. Getting support Our housing team has assisted lots of our customers with queries and concerns this past year, relating to a variety of matters such as homelessness, anti social behaviour, tenant reward, neighbour disputes and of course getting a new home. We work alongside key partners to provide an effective and rounded service wherever possible, for example Police Scotland, Environmental Services, Social Work and other support services working in each local area. Our team have good working relationships with these and other partners, with the main objective being to put our customers at the heart of everything we do. Through Argyll Networks, Fyne Homes has resources dedicated to helping our tenants with things like benefits reviews and applications, appeals, energy advice and budgeting. Margo Allan, Tenancy Officer, fulfills this role for us. 6 HOUSING HIGHLIGHTS Performance Review | | Performance Review Our tenants tell us that Margo has been a great help to them, particularly in relation to financial gain, reduced stress and feeling much happier in their tenancy. Here are some of the quotes our tenants gave us about Margo and the service she provides, taken from a recent customer satisfaction telephone survey:- “I was off sick from work and no-one was helping. She was amazing.” “Margo sorted out a lot of problems. It makes life easier.” “Just for the record Margo has been absolutely amazing.” If you would like help from Margo, call or visit your local office and we will arrange a convenient time and place to suit you. 2014 - 2015 2014 - Lettings Last year we re- let 196 properties and our biggest area for turnover was Bute. Nearly 46% of the properties we re-let were 1 bedroom flats, compared to a very low turnover of family sized homes: 0 bed 1 bed 2 bed 3 bed 4 bed 5 bed Totals Stock % Turnover Bute 8 44 25 3 2 0 82 517 16 Cowal 0 22 20 1 1 0 44 345 13 Kintyre 0 14 7 13 0 0 34 253 13 Mid-Argyll 0 10 21 5 0 0 36 280 13 Totals 8 90 73 22 3 0 196 1395 14 We also helped 8 tenants with a mutual exchange.
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