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 our own figures and those of 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

Our Scottish Housing Quality Standard compliance has slipped slightly this year. This is primarily down to a change with the way that the SHQS takes into account the new electrical requirements every five years, which we previously did every ten years. Due to Covid, it was difficult to catch up with the programme in the timescale after restrictions were lifted. We have been successful in getting most of them completed on time, with the rest being carried out this year.

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, 97.6% of our properties meet this standard.

Homes meeting SHQS

90.4% Tenants satisfied with quality of housing
97.6% 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 92.9% of our repairs ‘right first time’, which has dropped a bit since last year’s 96.9%. We have sometimes struggled to get hold of the right materials or installers for repairs due to Brexit and the legacy of Covid. Supply chain and labour challenges continue and we are keeping a close eye on this.

Average time taken to complete emergency repairs

Average time taken to complete non-emergency repairs

89.4% Tenants satisfied with repairs service
1,646 Number of repairs completed

Antisocial Behaviour and Complaints

We received 82 cases of antisocial behaviour this year, down from 116 cases last year. The reduction is from us continuing to move out of Covid restrictions and disputes between neighbours falling as people began to spend more time outside of their homes. We also changed the way we classified antisocial behaviour cases.

The number of complaints we received dropped to 30 from 188. This reduction is partly because we are trying to help resolve issues at the first point of contact, which has stopped complaints forming.

82 Number of cases of antisocial behaviour reported
100% Percentage of antisocial behaviour cases resolved on target
30 Number of complaints
100% Percentage of complaints responded to on target

Tenancy Sustainment

We revamped our Welfare Benefits Service in September of last year. Since starting, our new adviser Paul Pearson, has helped 112 number of people claim £130,000 in additional income for our tenants.

This year, we have been working as hard as ever to help those struggling with their finances or worried about their tenancy. If you’d like to chat to a member of our team or want information of other organisations we can signpost you to, please get in touch. We are also regularly sharing important and informative resources over on our social media pages so please give us a follow on Facebook if you haven’t already.

112 Number of people helped with our welfare benefits and money advice service
£130,075 Amount gained
32 Number of medical adaptations completed
3 Number of abandoned properties
£16,577 Amount given to tenants in fuel poverty


The average number of days to re-let properties has fallen from 31 days to 13.9 days. It is just below the North Ayrshire average of 16.5 days and well below the Scottish average of 51.6 days.

The increase last year was due to enhanced cleaning in between tenants leaving, repairs being carried out and tenants moving in. We also struggled to get hold of contractors to carry out any work that needs to be done. We also changed our Major Works Policy this year, which has improved our performance.

Average number of days taken to re-let properties

672 Number of homes
39 Number of homes available to rent this year
16 Number of homeless families housed
31.2% Percentage of tenancy offers refused
3 Number of abandoned properties

Rent and Money

The amount of rent we have collected has increased to 100.9%, which puts us comfortably above the Scottish and North Ayrshire average. This figure also includes former tenants who were in rent arrears, which is why this figure is above 100%

Because we are able to turn around homes so quickly once a tenant moves out, our rent loss from properties being empty remains strong.

Rent collected as percentage of rent due

Percentage of rent loss through properties being empty

£85.01 Average weekly rent
£2,970,651 Rent due
£101,509 Rent loss due to tenants in arrears
3 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 2022 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.