ANNUAL REPORT ON THE CHARTER

October 2021

To download the full report in pdf format – please click here

WELCOME

Welcome to the Association’s report to tenants regarding our performance in respect of the Scottish Social Housing Charter.

 

Landlord Report

Tenant Satisfaction

Overall Service

Keeping tenants informed

Opportunities to participate

QUALITY AND MAINTENANCE OF HOMES

Scottish Housing Quality Standard

The Association’s properties fall behind the Scottish average of 91% achievement with only 71 % achieving the Standard at this time.

Delays to the loft insulation project were further impacted by Covid, with all non-essential repairs delayed until restrictions were lifted. The properties, requiring a last top up layer of insulation, will be reprogrammed through winter 2021.

109 properties requiring door entry systems in blocks require cooperation of sharing owners. 6 properties require heating but upgrades have been refused. A further 8 properties require owner cooperation to arrange cavity wall insulation.

The Association continues to work with households to support them to agree to upgrades, and is undertaking a legal review of contractual costs for non-essential works which may be carried out for owner occupiers.

Emergency Repairs

The average time Manor Estates took to complete emergency repairs was 1.1 hours, compared to the Scottish average of 4.2 hours. This was a priority area for our Contractors throughout Covid lockdown periods and the performance on emergencies is slightly higher than previous year.

Non-emergency repairs

Reactive repairs ‘right first time’

Repair or maintenance satisfaction

VALUE FOR MONEY

Part of the assessment of achieving Value for Money looks at how well the Association performs in relation to income maximisation. The following graphs show relevant information regarding collection of rent and re- letting of empty properties.

In all the following areas, Association performance dipped during 2020/21 – this was affected significantly by the impact of the Covid pandemic. The rent loss due to properties being empty was particularly affected as we were unable to relet properties between April and June 2020. Even when we were able to start this process, there were still many restrictions in place that meant all stages took longer than normal.

FACTORING INFORMATION

LOOKING FOR MORE INFORMATION

If you want to find out more about the Association, performance or how you can get influence our services:

Contact us directly here at the office:
0800 093 8823

Visit our website:
www.manorestates.org.uk

Go to the Scottish Housing Regulator’s website:
www.scottishhousingregulator.gov.uk