Landlord Performance Report 2018/19 2019/20 Published September 2019 WelcomeWelcome Tollcross Housing Association is pleased to present our Landlord Performance ReportTollcross onHousing the CharterAssociation 2018/19. is pleased You to present will find our Landlord within Performancethis report Report how Tollcrosson the Charter 2019/20. You will find within this report how Tollcross Housing Association performed Housing Association performed during the year and we have also compared during the year and we have also compared ourselves against four of our local peer group ourselvesAssociations. against These are fourMilnbank, of Parkhead,our local Shettleston peer group and West Associations. of Scotland. These are Milnbank, Parkhead, Shettleston and West of Scotland. AboutAbout TheThe Association Association Tollcross Housing Association Limited was formed in 1974 and owns and manages 2,284 houses and Tollcrossflats in Tollcross, Housing AssociationCarmyle and LimitedLilybank/Newbank was formed (at in 197431st Marchand owns 2020). and Wemanages also act 2,260as factor houses to 514 and flatsresidential in Tollcross, and commercial Carmyle andproperty Lilybank/Newbank owners. (at 31st March 2019). We also act as factor to 584 residential and commercial property owners. TheThe Association is managed byby aa voluntary voluntary Management Management Committee Committee including including local local residents residents and and othersothers withwith specific skillsskills helpinghelping usus ensure ensure the the CommitteeCommittee are are able able to todemonstrate demonstrate their their continued continued effectiveness.effectiveness. Our Our services are providedprovided byby over 4040 staff members within thethe followingfollowing departments: departments: - - • Corporate Services • Finance (including factoring) •• HousingCorporate Management Services •• MaintenanceFinance (including factoring) • Housing Management • Maintenance Membership IfMembership you would like to have your say in how the Association is run you have the option to join the Association,If you would likewhich to have gives your you say privilegesin how the not Association open to is non-members,run you have the suchoption as to access join the to Association, our Annual Generalwhich gives Meetings you privileges and authority not open to to approve non-members, key documents such as access like our to Annualour Annual Accounts. General InMeetings addition, and you canauthority stand to for approve election key to documents join the Managementlike our Annual Accounts.Committee In whoaddition, oversee you can and stand direct for theelection Association’s to join activities.the Management We provide Committee all necessary who oversee training, and direct with the the Association’s existing members activities. ofWe the provide Committee all necessary always willingtraining, to with help the guide existing you members through of those the Committee first few alwaysmeetings. willing If youto help are interestedguide you through in finding those out first more, thenfew meetings. please contact If you are a member interested of in staff. finding out more, then please contact a member of staff. CustomerCustomer Feedback Feedback As a consequence of the Coronavirus Pandemic, we were unable to host our usual array of events for our Basedtenants on and the other feedback customers. we received Although about we did last manage year’s to Report, host our it Annuallooks likeGeneral the PINMeeting members’ on-line, efforts we continuewere trying to beto minimiseworthwhile. the amountOf the 52 of peopledisruption who for responded attendees toand our therefore feedback did questionnaire, not seek their 85% views said theyon the thought Landlord we Performancewere giving theReport. right informationSo, we have andtaken 87% a view said on they the liked last thefew layout.years’ responses We are listening and toit appearsyour feedback year on and year, you our have customers indicated are you satisfied still like with the thecurrent level format.of information Although we weprovide, will continue what we to provideprovide theand reporthow we on provide its own, it in you the continue Landlord to Performance indicate you Report. are more We likelyhave alsoto remember asked our Performanceseeing it within ourImprovement newsletter. Network We will members,therefore, and continue they agree. to include We thewill reporttherefore, details continue within toour include Autumn the newsletter report eachdetails year. within As our we newsletter.are committed As we to areimproving committed digital to improvingaccess, we digital shall access,also continue we shall to also make continue the Report to availablemake the onReport our website, available www.tollcross-ha.org.uk.on our website, www.tollcross-ha.org.uk. Please let us know We areyour all views. hopeful we will be in a better position for next year’s report. Other Formats OnOther request, theFormats Association will provide translations of all our documents, policies and procedures in variousOn request, languages the Association and other will formats provide such translations as computer of all disc,our documents,tape, large policies print, Braille and procedures etc. and these in TOLLCROSS canvarious be obtainedlanguages byand contacting other formats a member such as computerof staff. disc, tape, large print, Braille etc. and these can be housing association obtained by contacting a member of staff. limited Honorary President: Bill Dougan 868 Tollcross Road, Glasgow G32 8PF Property Factor Registered No PF000261 Registered with the Scottish Housing Regulator registration Tel 0141 763 1317 No. 197 and with the Financial Conduct Authority as a registered society under the 'SSTIVEXMZIERH'SQQYRMX]&IRI½X7SGMIXMIW%GX¯ )QEMPMRJS$XSPPGVSWWLESVKYO[[[XSPPGVSWWLESVKYO Registration No. 1798RS Tollcross Housing Association Limited MWE6IKMWXIVIH7GSXXMWL'LEVMX]2S7' *363983*,3967)1)6+)2'-)7'%00011 1or 9 9 TXHA WINTER 2020 Newsletter.indd9 9 26/11/20 16:28:19 TXHA AUTUMN 2019 Newsletter.indd 9 11/09/2019 11:53 TOLLCROSS HOUSING ASSOCIATION NEWSLETTER • WINTER 2020 We commission an independent survey of our customer’s views at least every 3 years and the results contained within this report are a combination of the outcome from our 2019 survey and information gathered and analysed during the year. We present the findings from our surveys in our quarterly newsletter and the members of our Performance Improvement Network continue to assist us in our commitment to continual improvement. Customer/Landlord Relationship ➢ 95.71% of tenants interviewed were satisfied with the ➢ 96.59% of tenants were satisfied with the management overall service we provide, compared to the local peer of the neighbourhood they live in, compared to the local group average of who achieved 91.44%. peer group average of 90.16% ➢ 96.56% of tenants were satisfied with the opportunities ➢ 74.06% of factored owners were satisfied with the given to them to participate in the landlord’s decision factoring service they received, compared to the local making processes, compared to the local peer group peer group average of 79.48% average of 94.11% Tenant Satisfaction with Overall Service by Landlord (Indicator 1) Housing Quality & Maintenance ➢ The Association’s properties are currently measured ➢ We carried out 4832 non emergency repairs. We took against the Scottish Housing Quality Standard (SHQS). an average of 2.41 days to complete these repairs, 81.48% of our properties meet this standard, compared compared to the local peer group average of 4.72 days. to the local peer group average of 94.4% We will seek an exemption from SHR for a further ➢ 96.44% of reactive repairs carried out in the last year 17.99% of our stock, as although we have carried out were completed right first time, compared to the local extensive major works in many of these tenemental peer group average of 93.99% properties, they will always fail to meet the standard, due to the restricted size and layout of the kitchens. ➢ 100% of properties had a gas safety check and record ➢ Of the 1073 emergency repairs carried out this year, completed by the anniversary date, with the local peer we took an average of 2.35 hours to complete them, groups jointly achieving 99.71% compared to the local peer group average of 2.1 hours. Stock Meeting Scottish Housing Quality Standards (SHQS - Indicator 6) The Association’s properties are 98.5% compliant with the EESSH energy efficiency standard, with funding in place to carry out work to the remaining 34 properties when tenants agree to work being carried out. Our peer group achieved 90.99%. 1 0 TXHA WINTER 2020 Newsletter.indd10 10 26/11/20 16:28:23 Access to Housing & Support ➢ We re-let 185 properties last year and we took an average of 23.79 days to re-let them, compared to the local peer group average 27.07 days. Average Days taken to Re-let Properties (Indicator 30) Neighbourhood & Community ➢ 99.11% of 1st stage and 100% of 2nd stage ➢ Per 100 houses 13.31 cases of anti-social behaviour complaints, including those related to equalities issues were reported to us in the last year, compared to the were responded to in full in the last year, compared to local peer group average of 9.62 cases. the local peer group average of 99.23% and 86.42% ➢ Of the cases we received in the last year, we resolved respectively 93.42% within locally agreed targets, compared to the ➢ The average time in working days to provide a full local peer group average of 95.92% response for Stage 1 complaints was 3.46 days. Stage ➢ Where we initiated court action, 21.95% resulted in 2 complaints were responded to within 19.94 working eviction, compared to the local peer group average of days. This compares to the local peer group average of 21.76%. The reasons for eviction are outlined in the 3.36 days for Stage 1 and 10.56 days for table below. Stage 2 complaints. Getting Good Value for Money from Rents & Service Charges ➢ We collected 99.88% of the rent due, compared to ➢ Our average annual management fee is £141.99 per the local peer group average of 97.75%.