Tenant Satisfaction

We carried out another satisfaction survey last year and tenant satisfaction remains high.

Throughout the report we have compared our performance with the Scottish and North Ayrshire averages. The North Ayrshire average is based on figures from our own, Cunninghame Housing Association, Irvine Housing Association and North Ayrshire Council.

Overall satisfaction

Satisfaction with keeping tenants informed

Satisfaction with opportunities to participate

Quality of Housing

Most of our homes meet the Scottish Housing Quality Standard. We have 46 properties that don’t fully meet the standard because they don’t have a door entry system. We have been unable to install these door entry systems as homeowners in the block are unwilling or unable to pay their share. We will continue to look at ways that we can encourage these homeowners to participate in the works.

The Energy Efficiency Standard for Social Housing aims to improve the energy efficiency of social housing in Scotland and will reduce energy consumption, fuel poverty and the emission of greenhouse gases. At present, 97.9% of our properties meet this standard.

Homes meeting SHQS

90.4% Tenants satisfied with quality of housing
97.9% Homes meeting EESSH

Repairs, Maintenance and Improvements

Our repairs performance is strong, with our time to complete emergency and non-emergency repairs well below the North Ayrshire and Scottish average.

We completed 98.3% of our repairs ‘right first time’, which compares well to the Scottish average of 92.4% and the North Ayrshire average of 96.6%.

Average time taken to complete emergency repairs

Average time taken to complete non-emergency repairs

89.4% Tenants satisfied with repairs service
1,315 Number of repairs completed
64 Number of kitchens installed
121 Number of homes rewired
£2.1m Spend on planned maintenance

Antisocial Behaviour and Complaints

We received 22 cases of antisocial behaviour last year and resolved 18 cases within target, which is exactly the same as the previous year. We are working on building up our relationship with the police so that delays in waiting for police reports don’t continue to affect our targets in the future.

22 Number of cases of antisocial behaviour reported
95.5% Percentage of antisocial behaviour cases resolved on target
24 Number of complaints
100% Percentage of complaints responded to on target


The average number days it takes us to re-let properties has continued to improve every year, with it now being just 5.4 days. This is much better than the Scottish average of 31.8 days. It compares very favourably to the North Ayrshire average too. ANCHO houses people from the North Ayrshire Housing Register (NAHR) in most of our empty homes. To promote choice, the NAHR does not penalise applicants who refuse offers of housing, which is why our percentage of tenancy offers refused might look higher than other landlords who do.

Average number of days taken to re-let properties

672 Number of homes
41 Number of homes available to rent this year
19 Number of homeless families housed
46% Percentage of tenancy offers refused
5 Number of abandoned properties

Rent and Money

The amount of rent we collected is comparable to the Scottish and North Ayrshire averages. Because we are able to turn around homes so quickly once a tenant moves away, our rent loss from properties being empty is excellent.

We promised not to increase rents by more than the Consumer Price Index (CPI) for the first five years of our partnership with Cairn Housing Association. Our rent increase of 1.7%, was one of the lowest applied locally.

Rent collected as percentage of rent due

Percentage of rent loss through properties being empty

£83.19 Average weekly rent
£2,897,566 Rent due
£54,020 Rent loss due to tenants in arrears
2 Number of evictions because of arrears
82.8% Percentage of tenants who feel rent is good value for money

More Information

We hope you enjoyed our 2020 Annual Report.

We’d love to hear what you think about the report or our performance.

If you’d like to find out more, you can visit the Scottish Housing Regulator website to see how Ancho compares to other housing associations and local authorities.

You can also find our financial and governance information here (PDF).