1. Housing and Environment Performance Graeme Stuart Housing Strategy & Performance Manager

2. The QA & PM Team Who are we and what do we do? Our Quality Assurance & Performance Management Team is responsible for the production of performance information related for all aspects of the Housing Service. This information includes: Operational information used on a daily/weekly/monthly basis by staff enabling them to carry out their duties as efficiently and effectively as possible. This ensures the best possible service is given to our customers. Management performance information used by Senior Managers and Council Committees including customer feedback to inform service improvements. Statutory performance returns required by Government, to the likes of Audit Scotland the Scottish Government and the Scottish Housing Regulator

3. The Scottish Social Housing Charter Indicators Housing and Environment The QA & PM team will be responsible for the production of the indicators stipulated by the Scottish Housing Regulator which will show whether we are achieving the Charter Outcomes Some of the measurements are on: Repairs, Maintenance and Improvements Housing Options - Waiting Lists and Lettings Tenancy Sustainment Homelessness Customer Satisfaction

4. Repairs, Maintenance & Improvements Housing and Environment

5. IMPROVEMENTS In 2011-12 over £48 million of rental income was invested in Repairs and Improvements. 232 properties had window replacements 1571 received hard wired smoke detectors 966 were fully rewired 37 blocks had new door entry systems fitted 1085 kitchens were replaced along with 1828 bathrooms Over 1000 heating systems were updated Housing and Environment

6. REPAIRS In 2011-12 over 64,000 repairs were carried out on our properties 94% were completed within the target times set. Emergency out of hours repairs completed on time have improved from 81% to 83% 98.6% of repairs were done by appointment. Housing and Environment 99.6% of properties had current gas safety certificates compared to 97.3% in 2010-11

7. Housing Options Waiting Lists Lettings Housing and Environment

8. Waiting Lists Aberdeen City Council currently has a stock size of 22,713 properties We have over 2,200 people on our Transfer list Over 5,000 people on our Waiting list. Housing and Environment Over 1,200 people on our Sheltered/Very Sheltered/ Amenity list On average we receive over 400 new applications to the waiting lists each month On average we only have approximately 180 properties available for letting each month

9. Housing and Environment Lettings 3,152 offers of accommodation were made in 2011-12, a 6.2% increase on the 2,955 offers made in 2010-11 Of the 3,152 offers made, 57% of these were accepted, down 3% on the acceptance rate in 2010-11 There were 1,438 refusals in 2011-12, 32% on the basis of area and 27% on the basis of property In 2011-12, £4,828,043 was spent on Void property repairs, averaging at £2,964 per property. The average re-let time 2011-12 was 51.8 days compared to 54 days in 2010-11, and is currently at 48.1 days

10. TENANCY SUSTAINMENT Housing and Environment

11. Tenancy Sustainment Housing and Environment 2011-12 figures show that 91.4% of tenants sustained their tenancy for more than 12 months compared to 90% in 2010-11 in 2011-12 3,000 notices to tenants of potential court action were issued compared to 3,501 in 2010-11 in 2011-12 93 tenants abandoned their tenancy compared to 125 in 2010-11 in 2011-12 9 evictions were carried out compared to 10 in 2010-11

12. HOMELESSNESS Housing and Environment

13. Homelessness The Council received 2,921 approaches to the homeless section in 2011-12 of which 1,483 were given a homeless interview. In 2010-2011 there were 3,407 homeless presentations. Temporary accommodation used and length of time Furnished Flats – average of 104 days in 2011-12 compared to 94 in 2010-11 Council Hostels – average of 21 days in 2011-12 compared to 23 in 2010-11 B & B – average of 43 days in 2011-12 compared to 66 in 2010-11 2,587 homeless people were provided with temporary accommodation in 2011-12 compared to 1,956 in 2010-11

14. Homelessness In 2011-12 it took the Council on average 27 weeks to discharge their duty, a 15% increase in time on the 23 weeks it took in 2010-11 94% of homeless households who received permanent accommodation have sustained their tenancy for a year or longer, an increase of 5% on the 89% reported in 2010-11 866 households were permanently re-housed in 2011- 12 compared to 1,053 in 2010-11 The number of temporary accommodation offers refused in 2011-12 was 44.7% compared to 67% in 2010-11 Customer satisfaction with the temporary accommodation in 2011-12 was 88.5% compared to 82% in 2010-11

15. CUSTOMER SATISFACTION At ACC our customers are always our priority and we are always seeking to improve on the services we provide. In order to do this we issue Customer feedback questionnaires to find out how satisfied our customers were with the services they received. Housing and Environment

16. HOW SATISFIED ARE OUR CUSTOMERS?? Housing and Environment

17. CUSTOMER SATISFACTION In 2011-12 overall satisfaction with: the Estate Management Service was 92% Any negative feedback is looked into and customers comments are used to improve the service provided. the Homelessness Service was 88% Housing and Environment In the last quarter of 2010-11 overall satisfaction with the Repairs service was 95.2%

18. Performance Zone In line with the requirements of the Scottish Social Housing Charter and as part of our ongoing intention to keep our customers fully up-to-date with the Housing & Environment performance, we have created a Performance Zone on the Council website. This will be maintained and updated on a bi-annual basis and includes performance information on: Customer Satisfaction Repairs & Improvements Rent Collection Homelessness Lettings and Waiting Lists http://www.aberdeencity.gov.uk/housing

19. Graeme Stuart Housing Strategy & Performance Manager Housing and Environment