Scottish Social Housing Charter 2023/24
How are we doing?
Every October, we publish an annual report to show performance against the Scottish Social Housing Charter. The Charter outlines the level of service all social landlords should achieve for their tenants and other customers. We worked with members of the Fife Tenants and Residents Forum to develop this year's report. They helped to identify the performance indicators that tenants would be interested in hearing about. We then compared them against other councils.
About the Scottish Housing Regulator
'Our role is to protect the interests of tenants and other people who use the services of social landlords. Our Regulatory Framework which contains information on how we regulate can be found within the following webpage: How we regulate: A guide for tenants and service users - Scottish Housing Regulator.
If you would like to raise a concern with us, a complaints and serious concerns information factsheet for tenants and service users can be found here: Complaints and Serious Concerns - Information for tenants and service users of social landlords (housingregulator.gov.scot).
Each year, we require your landlord to report on its performance against the Charter. Our landlord performance report for Fife is available to view on our Fife Council landlord performance - Scottish Housing Regulator page.
The information below presents some of the ways Fife compares with other councils, in terms of the services provided to tenants.
Our landlord services are mainly funded by the rent you pay. We aim to provide the best value for money. We need to strike a balance between the level of service you want, the cost of the services, and what that means for rents.
- At 31 March 2024 we owned 31,062 homes
- The total rent due for the year was £129,685,648
- 100.09% of rent was collected in the year
- We increased the weekly rent by 5%
2023/24 Average Rent Charges: *includes service charges
| Property Size | Number of Homes | Fife Council | Local Authority |
|---|---|---|---|
| 1 Apt (Bedsit) | 254 | £77.08 | £67.52 |
| 2 Apt (1 Bed) | 7,440 | £79.72 | £77.51 |
| 3 Apt (2 Bed) | 14.662 | £82.85 | £83.89 |
| 4 Apt (3 Bed) | 7,497 | £86.37 | £91.62 |
| 5+ Apt (4+ bed) | 1,209 | £90.60 | £100.10 |
| All homes | 31,062 | £83.24 | £84.07 |
| Traveller Pitch | 50 | £70.89 | £79.69 |
Rents & Service Charges Performance
| Performance Indicator | 2020/21 Fife | 2021/22 Fife | 2022/23 Fife | 2023/24 Fife | 2023/24 LA Average |
|---|---|---|---|---|---|
| % of tenants who feel rent for their property represents good value for money | 82.43% | 82.43% | 82.96% | 77.25% | 79.10% |
| % of rent due collected | 99.48% | 98.05% | 98.70% | 100.09% | 99.26% |
| % of gross rent arrears of rent due | 6.93% | 5.99% | 8.03% | 8.11% | 9.50% |
| % of rent due lost through properties being empty | 1.53% | 1.44% | 1.31% | 1.44% | 1.79% |
The services we provide have an impact on the quality of life of many residents within Fife. The Charter requires that we show you how we do this fairly and with respect. To find out what services you need most, we want to make it easy to communicate with us, and to offer you various opportunities to become involved. We gather your views in a number of ways:
- Tenant Gatherings
- Face-to-face surveys
- Tenant Newsletter ‘Down Your Street’
- Fife Tenants and Residents Forum
- Tenant Scrutiny Group
- Local Tenant and Resident Groups
- Fife Tenant Federations (3)
- Surveys on housing matters like repairs, empty houses and sheltered housing
- Fife People's Panel
- Tenant walkabouts on estates
Our 2023/24 survey was carried out through face-to-face interviews.
| Performance Indicator | 2020/21 Fife | 2021/22 Fife | 2022/23 Fife | 2023/24 Fife | 2023/24 LA Average |
|---|---|---|---|---|---|
| % of tenants satisfied with overall service provided by the landlord | 80.88% | 80.88% | 81.86% | 83.14% | 79.52% |
| % of tenants who feel landlord is good at keeping them informed about services and decisions | 84.17% | 84.17% | 85.23% | 81.69% | 82.91% |
| % of tenants satisfied with opportunities given to them to participate in landlord’s decision-making | 66.62% | 66.62% | 77.64% | 78.0% | 80.93% |
| % of Gypsies/Travellers satisfied with management of the site | 16.67% |
55.0%* (20 responses) | 55.0%* (20 responses, same as previous year) |
50.0* (20 responses, same as previous years) | 68.11% |
The Council is committed to ensure all tenants in Fife live in a home that is warm, safe and in good condition. This is supported by the Charter which requires us to show how well our homes meet national quality standards, with good standards of service and choice.
| Performance Indicator | 2020/21 Fife | 2021/22 Fife | 2022/23 Fife | 2023/24 Fife | 2023/24 LA Average |
|---|---|---|---|---|---|
| Average hours to complete emergency repairs |
4.19 hours | 4.26 hours | 3.18 hours | 3.28 hours | 4.29 hours |
| Average working days to complete non-emergency repairs | 5.11 days | 7.00 days | 6.78 days | 6.30 days | 10.03 days |
| % of reactive repairs completed right first time | 97.50% | 96.92% | 87.75% | 87.87% | 88.76% |
| % of properties with gas safety record renewed by the anniversary date | 197 | All but 32 properties | All but 8 properties | All but 5 properties | All but 17 |
| % of properties meeting SHQS at year end | 93.04% | 88.09% | 89.59% | 92.15% | 77.79% |
| % of tenants satisfied with quality of their home | 79.60% | 79.60% | 82.25% | 83.0% | 81.14% |
We have a responsibility to work with other agencies to provide you with a home in a well-maintained neighbourhood where you feel safe.
| Performance Indicator | 2020/21 Fife | 2021/22 Fife | 2022/23 Fife | 2023/24 Fife | 2023/24 LA Average |
|---|---|---|---|---|---|
| % of tenants satisfied with management of their neighbourhood | 78.60% | 78.60% | 82.30% | 84.57% | 78.92% |
| % of anti-social behaviour cases resolved within local target | 98.51% | 97.51% | 93.57% | 93.38% | 90.86%% |
We make sure all residents can access housing and housing advice. The charter asks us to make sure we give the widest choice and clearest advice possible. It could be support needed to stay in their own home or find another home. We also review our homeless services regularly, to give people the best service.
| Performance Indicator | 2020/21 Fife | 2021/22 Fife | 2022/23 Fife | 2023/24 Fife | 2023/24 LA Average |
|---|---|---|---|---|---|
| % of new tenancies sustained for more than a year - all | 92.60% | 92.68% | 93.60% | 91.33% | 91.11% |
| Average length of time to re-let properties | 53.79 days | 46.78 days | 58.18 days | 43.50 days |
72.56 days |
| % of tenancy offers refused | 23.79% | 22.78% | 18.68% | 23.46% | 36.51% |
| Average time to complete adaptations |
28.71 days | 35.98 days | 16.99 days | 20.42 days |
43.39 days |
| % of homeless households referred to RSL’s under Section 5 and through other referral routes | 4.31% | 3.31% | 0.76% | 2.30% | 13.09% |
Fife’s Housing Charter Performance report 2023-24 can be found under related publications at the bottom of the page.
Paper copies of the Performance Report are available on request by calling 03451 55 00 33
Click here to give feedback on the Charter Performance Report 2023/24.
Annual Assurance Statement
Social landlords are required to submit an Annual Assurance Statement to the Scottish Housing Regulator each year to provide assurance that work complies with requirements of the Regulatory Framework. The 2024 statement can be found under related publications below.
Engagement Plan
The Scottish Housing Regulator publish an engagement plan describing their work with every social landlord in Scotland. The engagement plan for Fife can be found through the following link: Engagement plan from 1st April 2024 to 31st March 2025 - Scottish Housing Regulator.
It sets out why the Regulator is working with Fife, what Fife need to do and what the Regulator will do. The focus for 2024-2025 is around services for people who are homeless and tenant and resident safety.
