Tenant Satisfaction

We didn’t carry out a satisfaction survey this year so our figures remain the same as last year.

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 some 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, 96.6% of our properties meet this standard.

Homes meeting SHQS

90.4% Tenants satisfied with quality of housing
96.6% Homes meeting EESSH

Repairs, Maintenance and Improvements

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

We completed 96.9% of our repairs ‘right first time’, which compares well to the Scottish average of 91.5% and the North Ayrshire average of 94.7%.

We were unable to carry out much planned maintenance due to Covid-19 restrictions and the impact Brexit has had on the cost of materials. Our budget has been rolled into the next financial year, where we hope to make up some ground.

Average time taken to complete emergency repairs

Average time taken to complete non-emergency repairs

89.4% Tenants satisfied with repairs service
1,116 Number of repairs completed
£298,685 Spend on planned maintenance

Antisocial Behaviour and Complaints

We received 116 cases of antisocial behaviour this year, compared with 22 cases last year. This increase is in part down to the way we changed how we classify antisocial behaviour, and partly down to lockdown and the amount of time everyone spent at home increasing the amount of disputes between neighbours.

116 Number of cases of antisocial behaviour reported
94.8% Percentage of antisocial behaviour cases resolved on target
188 Number of complaints
100% Percentage of complaints responded to on target


Even though our average number of days to re-let properties has risen from 5 days to 31 days, it is still well below the Scottish average of 56.3 days. The increase is due to enhanced cleaning in between tenants leaving, repairs being carried out and tenants moving in. We have also struggled to get hold of contractors to carry out any work that needs to be done.

Average number of days taken to re-let properties

672 Number of homes
46 Number of homes available to rent this year
42 Number of homeless families housed
26.9% Percentage of tenancy offers refused
3 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 0.5%, was the lowest applied locally.

Rent collected as percentage of rent due

Percentage of rent loss through properties being empty

TBC Average weekly rent
£2,935,934 Rent due
£133,883 Rent loss due to tenants in arrears
0 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 2021 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.