Housing Performance – How are we doing?

Performance Description

Performance in 2021/22

Performance in 2020/21

Performance in 2019/20

Further information

Housing Management/Property Services

Days taken to get an empty Retirement Living property ready and new occupants moved in

72.23

51.56

33.27

We are carrying out a review of retirement living accommodation in 2022/23 and this will include looking at demand for such accommodations as we are experiencing a shortage of applicants for this type of accommodation. This shortage in demand is leading to properties being empty longer than necessary and is costing us money in lost rent.  

Days taken to get an empty general needs property ready and new occupants moved in

29.76

34.07

20.23

Our performance improved over the financial year after a bad start due to Covid. We continue to perform well for general needs properties.

In 2022/23 we will be carrying out a complete review of the process involved in getting a property ready for the next occupants once it is vacated. Our scrutiny group will be helping with this project.

Days taken to get an empty temporary accommodation property ready and new occupants moved in

120.75

87.39

121.63

Some of the properties were kept empty whilst they underwent refurbishments such as new kitchens.  Another property had a change in use in order to be available for clients who require support, which attributed to void times whilst furniture etc. was purchased.

We are currently reviewing the use of these properties across 2 separate blocks of flats and are in discussions as to whether we could use them more effectively.

Percentage of rent received against amount due (includes rent collected from former tenants)

99.09

98.81

101.13

We continue to perform well in terms of the amount of rent that we collect. We work closely with any residents experiencing financial problems to ensure that any arrears are paid off at an affordable rate according to that households finances.

Number of evictions

0

0

6 – all for rent arrears

Evictions were banned in England at the start of the first lockdown in March 2020 and remained in place until 31 May 2021. The courts are currently still catching up with the backlog of court case for possessions and evictions.  

Properties sold under the Right to Buy (RTB)

12, all houses

9, all houses

21, 3 flats and 18 houses

With discounts of up to £84,600 off the market price Right to Buy remains an attractive option for those that can obtain a mortgage.

Number of new cases of anti-social behaviour reported

99

101

84

The number of reported incidents has remained fairly static.

Repairs completed

8702 of which:

900 were emergency repairs and 7802 non-emergency emergency repairs

8560 of which:

1742 were emergency repairs

and

6818 non-emergency emergency repairs

8344 of which:

1135 were emergency repairs

and

7209 non-emergency repairs

Since the start of Covid and probably as a result of people spending more time at home, including homeworking we have dealt with more repairs.

Repairs completed on time

94.7%  

85.16%

90.94%

We have continued to deliver our service with some unavoidable delays due to labour and material shortages. However as we have returned to normal from the pandemic the contractors have been able to improve completion times.

Tenants registered to use the MyAccounts to access information on their rent account and repairs

537

437

341

We are continuing to see the numbers accessing our online portal growing and we continue to promote this service to new tenants.

Housing Development

Number of new affordable homes built by the Council and Registered Housing Providers

Total = 181

the council built 14 new homes across 3 sites and purchased 5 individual second-hand properties

Private Registered Providers built 162 homes across 11 sites

Total = 275

the Council built 28 new homes across 3 sites but also purchased 15

Private Registered Providers built 232 new homes across 13 sites

Total = 201

the Council built 67 on one site

Private Registered Providers built 134 new homes across 11 sites

The number of new homes delivered continues to remain high and there are a number of large developments still onsite which include affordable homes. These will continue to be completed over the next few years.

Housing Options & Homelessness (including Allocations)

Homelessness applications made and accepted

364 applications of which 24 were accepted

567 applications of which 40 were accepted

547 applications of which 53 were accepted

A homelessness case is now only accepted once we are satisfied they are homeless, in line updated guidance on how to process applications. Previously, the number was higher as we would start the Prevention or Relief duty when we had “reason to believe homelessness”.

The number of households accepted as homeless has also dropped, as we have been focusing more on prevention (see figures below which show increased rates) and been able to retain accommodation rather than needing to complete a full assessment.

Average length of Stay in emergency accommodation for homeless households

7.8 weeks

8.11 weeks

6.06

Length of time in temporary accommodation remains fairly static. Move on options in the private rented sector are very limited for all groups, in particular single homeless under 35 years of age due to the Local Housing Allowance rates which applies to those receiving benefits.

Total households in emergency accommodation (as at year end)

42

45

17

This figure has increased since 2019-20 due to us now accommodating rough sleepers under the Rough Sleeper Initiative.

Homelessness prevented or relieved

165 or 45.32% of all cases

163 or 28.75% of all cases

320 or 47% of all cases

We have seen an increase in performance overall resulting in more homelessness cases being prevented (support to stay in their current accommodation) or being relived (support to find alternative accommodation).

Number of households on the housing register

526

640

817

Wealden has benefitted from many new developments in recent years which means we have been able to help a large number of households in need of social housing. As a result the number of households on the housing register has declined. Next year we will be reviewing our Allocations Policy to ensure that households in need are not prevent from accessing social housing.

Sanctuary Works

24

46

33

The aim of the Wealden Sanctuary Scheme is to enable victims of domestic abuse to remain in their own homes should they wish to and it is appropriate for them to do so.  Occasionally, works are also done under the scheme where an individual/households are at risk of crime/ racial hatred etc. Demand for this service is customer led.

Complaints

Stage 1 complaints

45

33

18

We have been actively encouraging customers to give us their feedback and promoting the ability to complain. It is therefore not surprising that complaints have increased.

We have embraced the opportunity to learn from complaints, therefore an increase in complaints should not be seen as a negative.

Percentage responded to within 15 days (or target time)

77%

33%

70%

We have not always been able to respond as quickly as we would have liked. This is mainly due to the complexity of some of the complaints we have received which raise numerous issues and the impact on staff time dealing with these We will be exploring how we can improve our performance.

Average time in days taken to respond to a complaint

12.5 days   

19 days

14.5 days

see above.

Performance Description

Performance in 2021/22

Performance in 2020/21

Performance in 2019/20

Further information

Gas Servicing

Satisfaction with the way Wealden District Council and BSW dealt with your annual gas safety check

90.4% satisfied

82.4% satisfied

90.44% satisfied

We continue to receive high levels of satisfaction with the service our gas contractor provide.

Repairs

Overall, were you happy with the contractor and repairs process

92.7% satisfied

84.95% satisfied

90.94% satisfied

Our performance continues to exceed the industry standard.

Electrical works

Satisfaction with the completed works

95.6% satisfied

100% satisfied

100% satisfied

We used to ask if customers whether they were satisfied or not satisfied.  However, in line with best practice this year we have amended the response options to include a neither satisfied nor dissatisfied (neutral) option. Some customers are now choosing this neutral option.

Satisfaction with how clean and tidy the contractor for electrical works was

97% satisfied

100% satisfied

100% satisfied

We used to ask if customers were satisfied or not satisfied.  However, in line with best practice this year we have amended the response options to include a neither satisfied nor dissatisfied (neutral) option. Some customers are now choosing this neutral option.

Disabled Adaptations

Satisfaction with the works carried out as part of a Disabled Facilities Grant

100% satisfied

98.18% satisfied

100% satisfied

We consistently receive high levels of satisfaction with the works customers receive under a Disabled Facilities Grant. The works often make a huge different to customers everyday lives.  

New Tenant Survey

Satisfaction with the time allowed for the property viewing

75% were satisfied and 7% gave a neutral response

68.2% were satisfied and 13.6% gave a neutral response

new survey and process for collating – previously data not comparable

Satisfaction with the knowledge and understanding of the Housing Officer at the sign-up meeting

N/A

84.1% were satisfied and 15.9% gave a neutral response

new survey and process for collating – previously data not comparable

This question is no longer asked as it was not providing any useful information.

Overall satisfaction with the lettings process

89% were satisfied and 7% gave a neutral response

86.4% were satisfied and 9.3% gave a neutral response

new survey and process for collating – previously data not comparable

We have now also introduced a new Allocations survey to complement our understanding of our customer’s experience of applying for social housing with us. Next year we will be able to report back on this.

How satisfied are you that on this occasion Wealden’s Housing service was easy to deal with

86% were satisfied and 10% gave a neutral response

86% were satisfied and 9.3% gave a neutral response

new survey and process for collating – previously data not comparable

Antisocial Behaviour (ASB)

Satisfaction with the ease of reporting ASB

58% were satisfied and 14% gave a neutral response

72.7% satisfaction and 18.2% neutral responses

No Data – only 2 responses

Overall satisfaction or dissatisfaction with the handling of your ASB complaint

58% were satisfied and 14% gave a neutral response

50% satisfaction and 9.1% neutral responses

No Data – only 2 responses

Overall, satisfaction or dissatisfaction with the final outcome of your ASB complaint

57.2%

Neither: 14.3%

gave a neutral response  

50% satisfaction and 9.1% neutral responses

No Data – only 2 responses

Complaints handling satisfaction varies from excellent to exceptional low for those that benchmark performance. We are consistently average. The key is managing complainant’s expectations as it is unlikely that a complainant will be satisfied unless they get the outcome that they wanted, usually it is for the perpetrator to be evicted. We have to work with the existing legislative framework and therefore this is rarely possible.

Housing Options Customer Survey

Time taken to receive advice over the phone or in person

63.9% of respondents to the survey were satisfied and 10.8% neither satisfied or dissatisfied

65.9% of respondents to the survey were satisfied and 9.1% neutral

79% of respondents to the survey were satisfied and 7% neutral

Unfortunately, satisfaction has declined slightly but this coincided with the staff shortages that we experienced during the year. We are now fully staffed.

Knowledge and helpfulness of staff

65.1% of respondents to the survey were satisfied and 7.2% neither satisfied or dissatisfied

75% of respondents to the survey were satisfied and 4.5% neutral

previously 2 separate questions – average across the 2 =

87.5% of respondents to the survey were satisfied and  25% neutral

As a result of staff shortages we have had some new members of staff and so it does take time for them to build up their knowledge and gain experience.

Officers listening and understanding skills

63.8% of respondents to the survey were satisfied and 10.8% neither satisfied or dissatisfied

65.9% of respondents to the survey were satisfied and 15.9% neutral

previously 2 separate questions – average across the 2 =

64% of respondents to the survey were satisfied and 19% neutral

The move to online or telephone meetings with customers since Covid   has made it harder for staff to demonstrate these skills and build a relationship with the customer. 

Explanation of what was required from you, in your Personalised Housing Plan (if applicable)

61.5% of respondents to the survey were satisfied and 15.7% neither satisfied or dissatisfied

72.7% of respondents to the survey were satisfied and 11.4% neutral

New question

It is not surprising that customer satisfaction has fallen since customers are being required to commit to doing more themselves to fulfilling their obligations in the Personalised Housing Plan. This requires them to engage proactively which many chose not to do. These plans are discussed, developed and agreed with customers.

Clarity of advice given (both verbal and written) 

63.91% of respondents to the survey were satisfied and 7.2% neither satisfied or dissatisfied

68.2% of respondents to the survey were satisfied and 9.1% neutral

previously 2 separate questions – average across the 2 =

52.5% of respondents to the survey were satisfied and 26% neutral

We will continue to monitor this to seek to understand how we can improve satisfaction in this area.

Explanation of the reasons for any decisions made or assistance provided

55.4% of respondents to the survey were satisfied and 13.3% neither satisfied or dissatisfied

75% of respondents to the survey were satisfied and 9.1% neutral

57% of respondents to the survey were satisfied and 23% neutral

We will continue to monitor this to seek to understand how we can improve satisfaction.

The Overall service that you received

60.3% of respondents to the survey were satisfied and 6% neither satisfied or dissatisfied

70.4% of respondents to the survey were satisfied and 6.8% neutral

60% of respondents to the survey were satisfied and

25%neutral

Post the Covid restrictions and with a fully staffed team we will look to see how we can improve the service.