Annual Report to Tenants 2017/2018

Our report to tenants on how Dalmuir Park HA has performed on the standards set out in the Scottish Housing Charter WHO WE ARE & TENANT SATISFACTION

At 31 March 2018 we owned The total rent due from them was 657 homes £2,630,270

Size of home Number owned Your landlord Scottish average Difference 1 apartment 9 £58.51 £67.44 13.20% Our homes 2 apartment 329 £74.24 £73.33 1.20% are made 3 apartment 247 £75.44 £74.94 0.70% up of: 4 apartment 65 £85.29 £81.37 4.80% 5 apartment 7 £101.05 £90.39 11.80% % 95.7% 3 of our tenants are satisfied with our overall service. This is the average weekly 2016/17 is higher than the Scottish 2016/17 increase from the 2% Average of 90.5%. 95.1% previous year.

of tenants were satisfied % with the opportunities to participate in our 98.4 landlord decision making, compared to the Scottish average 2016/17 of 85.9%. 92.4% 98.4% felt that your landlord was good at keeping them informed about its services and outcomes, compared to 2016/17 the Scottish average of 91.7%. 94.6%

2 Dalmuir Park Housing Association Annual Report to the Charter 2017/18 QUALITY & MAINTENANCE OF HOMES 100% 100% of our homes met the of our properties Scottish Housing Quality have current gas Standard compared to the 2016/17 safety record and were 2016/17 Scottish average of 94.2%. 96.8% renewed on time. 100% 3.9 days 1.7 hrs to complete non- to complete emergency repairs emergency repairs, compared to the compared to the 2016/17 Scottish average of Scottish average of 3 days 2016/17 6.4 days. 4.0 hrs. 1.8 hrs

NEIGHBOURHOODS & WAITING LISTS 251 Applicants joined our waiting list 2016/17 cases of anti-social 2016/17 268 behaviour were 1.1 in the last reported for every year. 3 100 homes, in the last year. We allocated

of cases % were resolved 80 2016/17 homes within targets agreed locally, 82 3 2016/17 compared to the Scottish 100% figure of87.9%. 76

Dalmuir Park Housing Association Annual Report to the Charter 2017/18 3 VALUE FOR MONEY

The rents our customers pay are the main income that we receive. Making sure that all our customers pay their rent on time and in full is vital for us to keep delivering excellent services and providing high quality and affordable homes. When a customer does not pay their rent it impacts on all our customers. 98.5% 0.8% of rent collected £ that was due in the of rent was not collected year, compared to 2016/17 due homes being empty, 2016/17 the Scottish average 103.2% compared to the Scottish 0.7% of 99.4%. average of 0.7%.

was the average length of time to 2016/17 re-let homes, compared to the 17.9 23.1 days Scottish average of 30.7 days. We shall be focusing on improving this area in the coming year INVESTMENTS

was invested in our homes, some of the £470k investments were: 20 12 Upgraded heating systems Closes were painted were installed 70 50 New Bathrooms were installed Kitchen upgrades were completed

4 Dalmuir Park Housing Association Annual Report to the Charter 2017/18 HOW WE COMPARE WITH OTHER LANDLORDS

Below we will compare the information in the previous pages and look at how Dalmuir Park Housing Association compares with other neighbouring local Registered Social Landlords within West . These landlords are Housing Association, Housing Association, Knowes Housing Association and Trafalgar Housing Association The comparisons shall focus on the core business of Tenant Satisfaction, Rents & Allocations, Repairs and Factoring. TENANT SATISFACTION Percentage tenants satisfied with overall service provided by landlord DPHA 95.7% Clydebank HA 94.0% Faifley HA 94.1% Knowes HA 91.0% Trafalgar HA 97.6% 50 60 70 80 90 100

Percentage tenants who feel landlord is good at keeping them informed about services and decisions DPHA 98.4% Clydebank HA 97.9% Faifley HA 95.6% Knowes HA 94.0% Trafalgar HA 100% 50 60 70 80 90 100

Percentage tenants satisfied with opportunities given to them to participate in landlords decision making DPHA 98.4% Clydebank HA 97.0% Faifley HA 96.3% Knowes HA 89.1% Trafalgar HA 98.8% 50 60 70 80 90 100

FACTORING Percentage factored owners satisfied with factoring service

DPHA 77.1% Clydebank HA 91.4% Faifley HA 80.0% Knowes HA 83.3% Trafalgar HA 100.0% 50 60 70 80 90 100 These results are from our last factoring survey carried out in 2015. The association shall be carrying out a new factoring survey for all of our factored service users in the coming months.

Dalmuir Park Housing Association Annual Report to the Charter 2017/18 5 HOW WE COMPARE WITH OTHER LANDLORDS

We are implementing RENT & ALLOCATIONS a new rent collection Percentage gross rent arrears of rent due campaign to improve our rent collection DPHA 5.38% performance to ensure that we have the money Clydebank HA 3.59% available to pay for the Faifley HA 2.62% services and improvements Knowes HA 1.55% to your home and the Trafalgar HA 2.26% environment. 0 1% 2% 3% 4% 5% 6%

Percentage of rent due lost through properties being empty

DPHA 0.78% Clydebank HA 0.33% Faifley HA 0.35% Knowes HA 0.2% Trafalgar HA 0.08% 0 0.1 0.2 0.3 0.4 0.5 0.6 0.7 0.8 0.9 1.0

Average calendar days to re-let properties

DPHA 23.1 days Clydebank HA 15.4 days Faifley HA 24.2 days Knowes HA 7.6 days Trafalgar HA 3 days 0 2 4 6 8 10 12 14 16 18 20 22 24 26

Percentage average weekly rent increase to be applied for 2017-18

DPHA 3% Clydebank HA 3.5% Faifley HA 3% Knowes HA 2.6% Trafalgar HA 4% 0 1 2 3 4

REPAIRS Percentage tenants satisfied with repairs service DPHA 93.0% Clydebank HA 87.3% Faifley HA 92.3% Knowes HA 87.1% Trafalgar HA 91.0% 50 60 70 80 90 100

6 Dalmuir Park Housing Association Annual Report to the Charter 2017/18 HOW WE COMPARE WITH OTHER LANDLORDS

Percentage reactive repairs completed right first time DPHA 90.9% Clydebank HA 79.8% Faifley HA 98.9% Knowes HA 96.1% Trafalgar HA 98.9% 50 60 70 80 90 100

Average hours to complete emergency repair DPHA 1.7 Clydebank HA 2.5 Faifley HA 2.5 Knowes HA 0.9 Trafalgar HA 1.2 0 1 2 3 4 5 YOUR FEEDBACK IS WELCOME

We value your feedback, please let us know if you have comments or suggestions on our performance or services we offer. ! ! You can let us know your thoughts by speaking to our staff in the office, calling us on0141 952 2447, emailing us on [email protected] or completing the comments slip below and returning to the office using our freepost address: Freepost, Dalmuir Park Housing Association.

Name: (Optional)

Phone: (Optional)

Address: (Optional)

Email: (Optional)

I have a comment(s) about: (please circle):

Rent Services Satisfaction Performance

Other:

Your Comments (please use a separate sheet if necessary): ! !

Dalmuir Park Housing Association Annual Report to the Charter 2017/18 7 Dalmuir Park Housing Association Beardmore House, 631 Road, Dalmuir, Clydebank G81 4EU www.dpha.org [email protected]

Tel 0141 952 2447 • Fax 0141 951 4423 When you have finished with this report please recycle it.

Dalmuir Park is registered charity no. SCO 33471 When you have finished with this magazine please recycle it. Co-operative and Community Benefit Societies Act 2014 Reg No. 1914 R(S)

When you have finished with Scottish Housing Regulator No. HAL 98 this magazine please recycle it. Scottish Property Factor No. PF000397