1. Value for Money – what’s it about?

2. VFM - What’s it all about Value for Money – we look at it all the time … Waitrose, M & S compared with Aldi & Lidl Sky Sport & BT Sport compared with a Season Ticket It’s in the Charter – Outcome 13

3. VFM on the Charter Indicator 29 – the percentage of tenants who feel that the rent for their property represents good value for money Indicator 30 – rent collected from tenants as a percentage of the total rent due in the previous year Indicator 34 – percentage of rent lost through properties being empty in the last year Indicator 35 – average length of time taken to relet properties in the last year

4. Reasons for it Providing value – for whom ? Customers? … but also funders and other stakeholders It’s not about cheapness, it’s about getting value, but more importantly, quality that we can agree upon at a price we can accept We need to specify the standards we expect and the outcomes we are measuring them by This is where the hard work begins … East of Scotland HUB Future funding for new affordable homes Future of Scottish RSLs

5. The Tenant Led Inspection story

6. How we looked at Voids Tenants came up with a wish list – including decorating every Void (empty) property – at a cost of around £1,500 per property Tenant Inspectors inspected Voids – before and after, and asked tenants questions about their homes and experiences when moving in Report presented and Action Plan responded to the recommendations made (copies here) Comparison between DCH and the Council

7. How did we compare? Target length of time to relet: CEC = 29 days DCH = 20 working days Length of time to relet houses inspected: CEC = 35.87 DCH = 27.25 Average cost of repairs per property: CEC = £1200 DCH = £940 Average cost of properties we inspected: CEC = £3100.30 DCH = £982.16

8. Lessons from TLI Team It takes a lot of time for Inspection Teams to visit properties before and after, and interview other tenants The quality of the process is good, but also has costs in terms of resources, transport, etc TLI process has the advantage of bringing in people who might never have been involved in any consideration of landlord’s services CEC/ETF planning more TLIs, DCH now focus on Scrutiny, which is the another story

9. DCH’s Customer Panel

10. Scrutiny - strategic but not TLIs Took on a huge role for DCH ‘customers’ Decided on Voids as some had ‘done it before,’ and the Voids situation wasn’t good Focussed on the performance, rather than the TLI type process, trusted the process of information gathering & staff interviews, etc. First report might have been a bit hurried, but that was to be expected, Review taking place and more importantly Panel now ‘built in’

11. Void figures – Monthly rent loss

12. Voids – Total Re-let Times

13. Voids – Average cost per unit SepOctNovDecJanFebMarAprMayJuneJulyAug 979103169058687789484911129391052823848

14. Not just Voids but VFM on Rents Tenants views on whether rent for their property represents VFM DCH 79%GHA75%Cube 62% CEC 65%CRE 89% Scottish Aver. 76% And more importantly - How do we demonstrate that rents give VFM? What is an ‘affordable rent’ for tenants? How can Panels/RTOs/Tenants Groups/Feds influence this in the longer term?

15. Summing up on VFM Cost we are prepared to pay for the quality we expect to deliver(landlord)/receive (tenant) Balancing cost with performance/satisfaction Right service for the right people at the right time & of course delivering the right outcomes Also look at the 3 E’s - Economy Efficiency Effectiveness This will all be down to - Evidence!

16. Over to you!