Launch Recite Me assistive technology myaccountMyAccount login image

Public performance reports

Housing and homelessness

The Council Plan Connect outlines our objectives for 2022-27.  Connect ambitions and objectives should not be seen in isolation, they interact with each other and as we achieve success in one, we move closer to success in others.  In delivering our vision to ‘improve the lives and prospects of everyone in South Lanarkshire’ our outcomes show how our work links with our partners including our Community Planning Partners. 

For daily updates, stories and what’s going on in your area, visit our information and news website South Lanarkshire View

Each year we produce Annual Performance Spotlights which summarise how we have performed in achieving our Connect outcomes. To complement these we have created a suite of individual Public Performance Reports which focus on key areas of council business. This report outlines the performance in relation to ‘improve the availability, quality and access of housing'.

South Lanarkshire Council aims to meet the housing needs of the people in the area by providing good quality, affordable homes for all to access and enjoy.  The Scottish Social Housing Charter applies to all social housing landlords in Scotland, including local authorities, and the Scottish Housing Regulator (SHR) is responsible for collecting and reporting the performance information provided by the landlords.  The Charter sets out the outcomes which  tenants can expect from their landlords in terms of quality, condition, value for money as well as the level of involvement and participation of tenants in the decisions that affect them.

Assessment score
Rent collected as percentage of total rent due in the reporting year  – Target 98.56%
What this means This indicator measures the proportion of rental income due that was not paid by tenants in the period. Rental income is essential in order that landlords can invest in the properties, so low results are preferable and show that the council is working to ensure that all money owed is collected.
Why this matters Rent collection is essential so that the council, as a landlord, can invest in its properties. To maximise investment in our properties and services we aim to ensure that all money owed is collected.
Our performance and how we compare Comparator 2019-20 2020-21 2021-22 Are we improving?
SLC 99.70% 97.37% 98.28% Yes
Scotland 99.30% 99.08% 99.28%
How we have performed in improving this public service

While slightly below target for 2021/22  the council’s performance in  collecting rent remained above the Scottish average.  Performance in this area is reflective of the pressure on rent collection due to the overall economic position and the challenging financial circumstances that many council tenants are experiencing . The council will continue to set affordable rents and provide advice and assistance where necessary to support our tenants and customers through these difficult times.

For more information about the Welfare Reform follow the link to Rent Income Support Team
 

Percentage of rent due in the year that was lost due to voids – Target 0.53%

What this means This indicator calculates the percentage of rent loss as a result of properties being empty. 
Why this matters This indicator allows the council to record the percentage of income lost due to its proprieties being empty, which allows us to focus on these empty properties to maximise our income.
Our performance and how we compare Comparator 2019-20 2020-21 2021-22 Are we improving?
SLC 0.5% 0.4% 0.6%  No
Scotland** 1.1% 1.4% 1.4%
How we have performed in improving this public service

Slightly above target for 2021/22, however continues to perform well above the Scottish average. For a considerable period of time  performance in this area has been consistently among the best in Scotland compared to other LAs .In the past three years we have had  either the  lowest or  second lowest void rent loss and well below the Scottish average.

** Scottish average is based on the new Scottish Housing Regulator Charter Indicators and includes all registered social landlords and local authorities

Assessment score

Average length of time taken to re-let properties in the last year – Target 26 days 

What this means This indicator measures the average days to re-let properties (excluding new builds).
Why this matters Average days to re-let properties is essential in order that the council, as a landlord, can provide suitable accommodation and also maximise rent collection.  
Our performance and how we compare Comparator 2019-20 2020-21 2021-22 Are we improving?
SLC 21.67 days 20.86 days 21.51 days  No
Scotland 31.54 days 56.29 days 51.57 days
How we have performed in improving this public service

Below target for 2021/22 and significantly below Scotland average.  Performance in this area during the year continue to be impacted by  the continued impact of Covid. The Council will continue to work to meet the needs of service users and reduce average time to re-let properties

** Scottish average is based on the Scottish Housing Regulator Charter Indicator and includes all registered social landlords and local authorities

 

Assessment score

Dwellings meeting  the Energy Efficiency Standard for Social Housing (EESSH) – Target 100%

What this means This indicator measures the council's success in ensuring that its houses are energy efficient as compared against a national standard.
Why this matters This allows the council to measure that its homes are energy efficient by implementing measures to reduce energy consumption and fuel poverty. It also contributes to reducing carbon emissions in line with Climate Change
Our performance and how we compare Comparator 2019-20 2020-21 2021-22 Are we improving?
SLC 93.4% 93.9% 98.6%  Yes
Scotland 84.1% 86.4% 87.6%
How we have performed in improving this public service

Performance in the year was  ahead of the Scottish average and measures to improve energy efficiency will continue during 2022-23. Where issues occur as a result of difficulties gaining access to  tenant’s homes, these will be addressed when a property becomes empty or where there is a change in the tenant's circumstances. Future EESSH reporting is currently under review by the Scottish Government.

 

A wide range of work is carried out on a non-emergency, routine basis and last year we completed just under 33,000 repairs and over 46,000 emergency repairs were also completed.

 
Percentage of tenants who have had repairs or maintenance carried out in last 12 months satisfied with the repairs and maintenance service – Target 90%
What this means This indicator measures the councils performance in relation to customers perception of the repairs and maintenance service.
Why this matters This indicator is a measure of whether the council is achieving its aim of providing a first class repairs service for its customers.
Our performance and how we compare Comparator 2019-20 2012-21 2021-22 Are we improving?
SLC 91.99% 92.15% 90.06%

No

Scotland 90.83% 90.05% 88.01%
How we have performed in improving this public service

Performance has been above Scottish average over the past 3 years and above target of 90%.

90.3% of South Lanarkshire Council tenants are satisfied with the overall service received. This indicator is required by the  Scottish Housing Regulator and results for comparable authorities in our Family Group are as follows:

Satisfaction with overall housing services
Satisfaction with overall housing service 2021-22
South Lanarkshire Council 90.3%
Clackmannanshire Council 91.0%
Falkirk Council 75.3%
Fife Council 80.9%
Renfrewshire Council 82.7%
South Ayrshire Council 94.4%
West Lothian Council 82.6%
Average of Family Group 85.3%

Our results reflects the results  from  the  last full consultation which the council carried out  in 2018/19  where satisfaction increased  significantly from  79.6% in 2014/15 to the 90.3% recorded  in . During 2022-23, a new satisfaction survey is being conducted.  We continue to use this information to identify which aspects of the service are doing well and which we need to improve.  It is important to us that customers who use our Housing service feel that they receive a satisfactory service and this indicator plays a key role in ensuring we are effectively monitoring progress in this area.

The views of our tenants and other customers is important to Housing services. Consultation and engagement is wide and varied and in addition to well-developed arrangements for engaging with tenants and other customer groups we also have a comprehensive suite of customer satisfaction surveys.  In 2021-22, Housing and Technical Resources commissioned 8 different types of surveys, generating just under 1,900 responses.

Each year we agree a programme for engagement with tenants and other housing customers. Through each of the areas opportunities for involvement are considered and developed.   The key features during 2021-22 were:

Involvement in the budgetary process

The approach to tenant engagement continues to be co-produced by housing customers through the Budget Scrutiny Group (BSG). The group provides the vehicle for discussion between the council and tenants on the budgetary process and the financial challenges and opportunities facing housing services on an ongoing basis.

The BSG continued their work through virtual platforms to design and deliver the rent setting consultation for 2022/23. 

The main focus of the consultation was the Tenants Scrutiny Panel in November, a tenant led closing event and an online survey which was widely publicised through:

  • the council’s social media platforms
  • a Housing News article
  • an email and/or text message promoting survey to tenants who indicated this was their preferred method of contact
  • a global email sent to all council staff promoting survey
  • Housing staff promoting survey to their tenants
  • Sheltered Housing Officers promoting survey to their tenants

There was a significant number of responses to the online survey with over 1,100 surveys completed.

The council continues to discuss the financial pressures and risks to the housing budget with tenants, utilising a rent affordability tool, to assess  the financial implications which  the proposed rent increase may have.

Customer-led scrutiny

Using a framework co-produced with customer representatives an  annual programme of scrutiny was again developed and delivered in 2021/22 by the Customer Scrutiny Group. 

The scrutiny programme was reinstated during 2021/22 with a mystery shopping exercise carried out on the Resource’s virtual call handling approach.

The findings from the first phase of the exercise highlighted a positive experience, with CSG members noting that the process was straightforward, clear and concise; staff were helpful and polite; and enquiries dealt with efficiently. 

Additionally, tenant representatives have continued to provide comment and input to support clarity of key communications and publications including Housing News.

Information to customers on housing and related services

Two editions of Housing News were produced and delivered to all tenants in Spring and Autumn 2021. Content included details of the council’s new affordable supply programme, rent setting consultation and performance in relation to the Scottish Housing Charter.  

The Resource also produced service specific newsletters, including Sheltered Housing News and Shawlands Crescent and Springbank Park newsletters for Gypsy/Traveller site residents.

Engagement with sheltered housing tenants

During 2021/22, the Resource continued to focus on improving digital engagement with sheltered housing tenants as a result of ongoing restrictions relating to the Covid-19 pandemic. This included securing a further 10 tablets through the Connecting Scotland initiative for use across sheltered housing developments , with tenants supported to access online services and stay digitally connected through the establishment of a team of six ‘Digital Champions’ covering all areas of South Lanarkshire. 

In addition, daily welfare checks of tenants continued through 2021/22, with the on-site presence of the Sheltered Housing Officers scaled back up to normal levels as restrictions eased. Communal lounges were also reopened for the tenants’ enjoyment. 

Engagement with Gypsy/Travellers

Levels of engagement with Gypsy/Traveller residents has continue to increase within South Lanarkshire, with regular meetings and conversations taking place with residents of both sites operated by the council, supported by the delivery of site specific newsletters. 

These conversations are an opportunity for officers to update residents on services and improvements taking place at the site, and for residents to highlight issues or discuss concerns they may have. This has led to the co-development of ‘Site Masterplans’ that outline a range of projects residents are keen to see on their sites, many of which are currently being delivered. This includes a new community facility, pitch extensions and upgraded amenity units. 

The council’s successful approach to working with the local Gypsy/Traveller community was recognised nationally, winning both a COSLA award and a UK wide Municipal Journal Award for ‘Building Diversity and Inclusion’.

It is important that the council provides people who are  homeless or at risk of becoming homeless with a quick and efficient service. In relation to our target for letting people know the outcome of their homelessness assessment, we consistently achieve a high level of performance.  At the same time, it is important that the council is able to provide good quality temporary accommodation to people who are homeless and the  second indicator below highlights the council’s success in doing so.

 

Percentage of homeless and potentially homeless decision notifications issued within 28 days of initial presentation – Target 98%

What this means This indicator measures the council’s success in ensuring that its homeless and potentially homeless clients receive a quick and efficient service that meets their needs.
Why this matters This indicator allows the council to monitor and ensure that it responds quickly, efficiently and effectively to any homeless or potential homeless persons.
Our performance and how we compare Comparator 2019-20 2020-21 2021-22 Are we improving?
SLC 99.8% 99.8% 99.6% Remained same
Scotland N/A N/A N/A
How we have performed in improving this public service South Lanarkshire Council continues with a high level of performance in this service area, exceeding our target each year.

 

Percentage of households provided with temporary accommodation – Target 100%

What this means This indicator measures the council’s statutory duty to provide homeless households with temporary accommodation.
Why this matters This indicator allows the council to monitor and ensure that it responds quickly, efficiently and effectively to any homeless or potential homeless persons.
Our performance and how we compare Comparator 2019-20 2020-21 2021-22 Are we improving?
SLC 100% 100% 100% Remained same
How we have performed in improving this public service South Lanarkshire Council continues with a high level of performance in this service area.

For further information about our assessment of homelessness and our key actions and outcomes to tackle homelessness, please refer to the council's Rapid Rehousing Transition Plan 2019-2024

 

When a client becomes homeless, it is important that they maintain their tenancy and do not find themselves homeless again. The council collects the following statistics to measure how good we are at this:

Homeless clients
   2019-20 2020-21 2021-22 Are we improving?
The percentage of repeat applications of homeless/ potentially homeless clients. Target: 6%  5.2%  4.6% 3.3% Yes
How we have performed in improving this public service South Lanarkshire Council continues to be successful in addressing repeat homelessness  with a high level of performance in this area and consistently within our target.
The percentage of homeless tenancies maintained for more than 12 months. Target: 91%  88.1%  91.2% 93.2% Yes
How we have performed in improving this public service We continue to make progress in supporting homeless households to sustain their tenancies  exceeding our performance target in this area. We will however, continue to develop and remain focused in this area.

Both these indicators allow us to monitor that homeless persons are supported throughout the process to minimise the possibility of becoming homeless again. Watch our short video with real life stories about Homelessness.

By closely working with Registered Social Landlord (RSLs) partners and the Scottish Government, a total of 551 additional affordable homes for social rent were delivered across South Lanarkshire in 2021/22. This included 189 new homes built by three developing RSLs and 362 additional homes delivered by the council, including those purchased through the council’s Open Market Purchase Scheme (OMPS).

The additional affordable supply delivered in 2021/22 includes a mix of 385 units (70%) for general needs and 166 (30%) for particular needs/amenity standard housing. In compliance with Scottish Government grant requirements, all homes constructed on behalf of the council or RSLs meet Housing for Varying Needs Standard. 

We will take forward the following key areas for improvement:

  • We will continue to monitor and review our approach to supporting homeless tenants, to improve support for tenants, to sustain tenancies for longer than one year.

The council produces a newspaper Housing News for its tenants twice per year. Housing News keeps tenants up to date with information about tenancy and policy matters, tenant involvement, service developments and improvements as well as information about our performance. 

For further information about the services we provide, follow the links to our website:

Resource Plans are prepared each year by all council Resources to outline the key developments they intend to take forward in the year. Performance and actions relating to Housing and Homelessness can be found in the Housing and Technical Resource Plan.

Twice a year, performance reports are presented to council committees on progress against the Resource Plans. In addition, reports detailing progress against the Council Plan Connect objectives are prepared see Quarter 2 and Quarter 4 performance reports for further information. More information on our objectives can be found in the Council Plan Connect and also the Annual Performance Spotlights.

The information contained within this report reflects the 2021-22 year end position.