Public performance reports

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.

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

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

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

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.

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:

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.

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:

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.