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.

Rent collected as percentage of total rent due in the reporting year - Target 99.3%

What this means
This indicator measures the proportion of rental income due in the reporting year that was collected, so high levels of collection are positive  and demonstrate  that the council is working to ensure that money due  is being effectively collected.

Why this matters
Rent collection is essential in order that the council, as a landlord, can fund the service and invest in its properties. To  in  our properties and services we aim to ensure that all money owed is collected.

How we have performed in improving this public service

Above target set for 2023/24 and the council’s performance is above the Scottish average. Positive performance in this area has been achieved  in the context of the prevailing economic circumstances and the challenging financial circumstances which many council tenants are experiencing. The council will continue to set affordable rents and provide advice and assistance where necessary to support tenants and customers.

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 0.62%

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 track the percentage of income lost due to its properties being empty, and supports a focus on the effective management of empty properties to maximise income.

Our performance and how we compare

How we have performed in improving this public service
Exceeded target for 2023/24. The council 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 local authorities. In the past three years we have had either the lowest or second lowest void rent loss and our level of rent loss has been well below the Scottish average.

Average length of time taken to re-let properties in the last year - Target 30 days

What this means
This indicator measures the average days to re-let properties (excluding new builds).

Why this matters
Monitoring the average days to re-let properties is essential in order that the council, as a landlord maximises both  the availability of housing to meet need, and rental income.  

Our performance and how we compare

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

How we have performed in improving this public service
Performance in relation to the time it takes to re-let properties remains significantly below the Scottish average. The council will continue to work to meet the needs of service users and reduce average time to re-let properties.

You will find out more about this in the Local Housing Strategy 2022-27

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

How we have performed in improving this public service
The 2025 and 2032 EESSH Milestones have been suspended as the Scottish Government are reviewing the EESSH2 standards to strengthen and realign the standard with the target for net zero heat in houses from 2045.

A wide range of work is carried out on a non-emergency, routine basis, last year we completed just over 28,000 repairs of this type with over 45,000 emergency repairs also completed.

Percentage of tenants who have had repairs or maintenance carried out in the 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

How we have performed in improving this public service
The council’s position has remained above the Scottish average over the past 3 years.

South Lanarkshire Council tenants continue to demonstrate extremely  high levels of satisfaction with the service, with 91.91% of   tenants indicating that they 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 survey which the council carried out  in 2022/23 where satisfaction increased significantly in all areas as illustrated in the table below. There is a Scottish Housing Regulator requirement for these surveys to be undertaken on a 3-yearly cycle with next surveys scheduled for 2025/26. 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 the housing service feel that they receive a high quality of service and these indicators 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 2023-24, Housing and Technical Resources commissioned 7 different recurring types of surveys, generating 1,733 responses with a further range of one-offs surveys being undertaken.

Each year we agree a programme for engagement with tenants and other housing customers. The key features during 2023-24 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 rent setting consultation programme for 2024-25 followed a similar programme to previous years, utilising existing engagement structures, including an on-line survey.

The main focus of the consultation was the Joint TPCG and BSG Rent Proposal Meeting in October, the Tenants Scrutiny Panel in November, local focus group meetings held in each locality, a tenant led closing event and an online survey which was widely publicised through:

• the council’s social media platforms
• the council website
• 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
• an email sent to Resident and Tenant Organisations, Citizen’s Panel, Interested Individual Register, TIS register, Community Engagement Team and the Tenant Information Service Register promoting the survey.

There was a significant number of responses to the online survey with over 1,200 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, the annual customer scrutiny programme was progressed during 2023/24 by the Customer Scrutiny Group (CSG). 

Following a review of performance information, including the Annual Return on the Charter, the CSG undertook a detailed scrutiny activity which reviewed the council’s approach to voids, the homelessness application process, and undertook a mystery shopping exercise relating to reporting a repair.

The reports detailing the findings from the activities were presented by the CSG to the council in August 2024. Although generally very positive, the reports included a number of recommendations on how aspects of the services could be further improved to enhance the customer’s experience.

Following on from the CSG’s report, the Resource Management Team approved a number of actions which aim to deliver improvements and which the CSG will continue to monitor progress of.    

Regular updates on progress of the customer scrutiny programme continue to be provided to the wider tenant audience through Housing News.

Information to customers on housing and related services

Two editions of the Housing News were produced and delivered to all tenants in Spring and Autumn 2023. These editions were published as both a paper copy, which was delivered to over 13,000 tenants, and a digital version which was emailed or texted to over 12,000 tenants whose preferred method of contact was email or text. Content included details of the council’s new affordable supply programme, the rent setting consultation for 2024/25 and performance in relation to the Scottish Housing Charter. 

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

Engagement with sheltered housing tenants

During 2023/24, the Resource continued to promote and support digital engagement with sheltered housing tenants.  I-Pads are available for communal tenant use in sheltered developments with communal spaces to maximise the scope and reach of their usage.  Sheltered tenants continue to be supported to access online services and stay digitally connected by the service’s five volunteer Digital Champions who have all completed training provided by Connecting Scotland.

Sheltered Housing News continues to be produced twice per year, bringing tenants important strategic housing updates, as well as a round-up of news from across sheltered housing developments in South Lanarkshire.  The publication is provided to tenants via letterbox drop and is also available in audio format to ensure that visually impaired sheltered tenants do not miss out.  

Annual tenants’ meetings continue to be held at individual sheltered developments in the late summer / early autumn, providing sheltered tenants with the opportunity to provide their feedback on the service to both council officials and Elected Members. 

The East Kilbride Sheltered Tenant’s Forum continues to meet quarterly.  The Resource regularly consults with the Forum on the development and review of key policies and strategies. 

A tenant-led planning group met regularly to develop the programme for the fourth Sheltered Housing Tenant’s Festival, which was held in April 2024 in the Radstone Hotel, Larkhall.   The theme of the Festival was ‘Still Young at Heart’ and provided an opportunity for tenants from across the service to come together, share stories and hear about the work of partner organisations.

Engagement with Gypsy/Travellers

Engagement with residents of the council’s two Gypsy/Traveller sites has continued, moving into the next phase of the delivery of the site masterplans. In person meetings on the sites, 1-2-1 conversations between residents and officers and the distribution of site specific newsletters have all taken place. 

Central to the engagement with the community during 2023/24 was the development of a new playpark at the Shawlands Crescent site in Larkhall. Residents were involved in every stage of development, from contributing the funding application to providing feedback on the final design, ensuring that the playpark includes a range of equipment for children of different ages to encourage active play and social interaction while maintaining open spaces to allow for future expansion.

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 95%

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

How we have performed in improving this public service
South Lanarkshire Council continues with a high level of performance in this service area, and slightly exceeding our target set despite a significant increase in demand and the resulting additional pressure on resources.

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 where required

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

How we have performed in improving this public service

Performance has reduced this year due to the prevailing socio-economic conditions adversely impacted upon the ability to prevent homelessness during 2023/24. This trend has been mirrored nationally.

Where the council has failed to provide accommodation to a homeless individual it is worth noting this has related to the individual’s behaviour (threatening or aggressive) as opposed to the councils inability to source temporary accommodation, although a surge in demand for homeless assistance and pressure in the system is a factor in limiting options available to the council.

For further information about our assessment of homelessness and our key actions and outcomes to tackle homelessness, please refer to the council's Homelessness Strategic Plan (previously referred to as 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:

Percentage of repeat applications of homeless/ potentially homeless clients - Target 4.5%

What this means
This indicator measures the council’s statutory duty to provide homeless households with settled accommodation and reduce repeat applications

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 and tries to prevent repeat applications where possible

Our performance and how we compare

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.

Percentage of homeless tenancies maintained for more than 12 months - Target 91%

What this means
This indicator measures the tenancy sustainment of homeless tenancies

Why this matters
This indicator allows the council to monitor and ensure that it responds quickly, efficiently, and effectively to any homeless person and provides required support to promote tenancy sustainment 

Our performance and how we compare

How we have performed in improving this public service
We continue to make progress in supporting homeless households to sustain their tenancies with performance being slightly above our target but remaining above the national average of 90.31%. We will 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. 

Areas for improvement and action

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
• We will increase our temporary accommodation across communities to meet increasing demand and ensure an appropriate mix of good quality temporary accommodation options, with support for those in need of this assistance during their homelessness journey.

By closely working with Registered Social Landlord (RSLs) partners and the Scottish Government, a total of 400 additional affordable homes for social rent were delivered across South Lanarkshire in 2023/24. This included 177 new homes delivered by 5 developing RSLs and 269 new/additional homes added. 104 new build and 165 market purchase.

In compliance with Scottish Government grant requirements, all homes constructed on behalf of the council or RSLs meet national Housing for Varying Needs Standards.