We've set out how we're performing in some key areas...

It’s important to know how your rent is being spent.

We're not-for-profit, which means that all the money we receive is invested back into our communities - allowing us to deliver high quality homes and services.

Opposite, you can see a breakdown of how we have budgeted to spend your rent and service charges. Please note that these figures represent the 2021/22 financial year.

We review our rents annually, with any changes being implemented on 1st April. You will always be consulted about, and notified of, any changes to your rents and service charges. 

You can find out more about how we spend our income by taking a look at our Annual Report.  

You'll see targets for our performance measures are also outlined, so you can see if we're doing better, or worse, than we're aiming for.

Performance information is updated quarterly.  The figures below represent Quarter 3 (October to December 2023). 


Repairs

We're working hard to provide you with a quick, efficient and cost-effective repairs service in order to keep your home safe and well-maintained.

This quarter we’ve seen a really high level of demand on the repairs service as we look to continue to prioritise addressing reports of damp and mould and emergencies - particularly those related to the cold weather. 

Percentage of tenants satisfied with the repairs service



94%

Target = 94%

Scottish Average = 90.1%

Percentage of repairs appointments kept in the quarter



99%
Target = 98%


Average number of hours to complete an emergency repair



1.99 hours

Target = 3 Hours

Scottish Average = 4.2 hours


Average number of days to complete a non-emergency repair



12 days

Target = 12 Days


Percentage of "Right first time" repairs


95%

Target = 94%


Percentage of tenants satisfied with planned works



100%

Target = 96%


Keeping your home safe and warm

If your property has a gas supply then, by law, we are obliged to carry out a gas safety check every 12 months. This annual check is essential to ensure the safety of you and your family. 

In short, an EPC (Energy Performance Certificate) rating is a review of a property’s energy efficiency. The scale spans from A to G; A being the most efficient and G being the least. The higher the efficiency, the lower the running costs.


Percentage of gas safety checks carried out



100%

Target = 100%


EPC ratings of our homes


Homes let

Our turnaround on void properties has consistently remained under the 18-day target, which means that our empty homes can be quickly relet to those who need them the most.  


Total number of properties let



Q3 = 42


Average number of days to relet void properties



Q3 = 7 days

Target = 15 days

Scottish Average = 56.3 days


Complaints and compliments

We're committed to providing an exceptional customer experience, but we understand that things can go wrong from time to time. If something isn't right, it's important that you let us know. We use the information you provide to improve our services and make sure it doesn't happen again.


Number of complaints received in the quarter



43 complaints


Average number of days to receive a full response to a complaint



Stage 1 = 4 days

Stage 2 = 8 days


Percentage of complaints responded to within target timescales



Stage 1 Q2 = 100%

Stage 2 Q2 = 92%

Target = 95%


Number of compliments received in the quarter



11 compliments