Service Standards
Service Standards
The commitment to develop service standards across Housing Services is part of our response to the Scottish Housing Social Charter and our commitment to facilitate tenant involvement and scrutiny of services.
Staff and tenants have worked closely to develop these service standards and ensure that they are
- Clear and easy to understand
- Easily measurable
- Will be reported regularly
Dennyston Forge Gypsy/Travellers Community
Access to social housing
West Dunbartonshire Council aims to ensure that people looking for housing find it easy to apply for the widest choice of social housing available and get the information they need on how we allocate homes and their prospects of being housed.
Our promise is that:
- we will aim to register and make an initial assessment of all housing applications within 5 working days
- we will aim to ensure that medical applications are assessed within 28 days
- we will ask you how satisfied you are and demonstrate how we have used your feedback to improve our services
| Performance indicator | 2023/24 value | 2023/24 target | Target met |
|---|---|---|---|
| Average time to assess housing applications | 4.28 days | 4 days | No |
| % of medical assessments assessed within 28 day target | 23% | 80% | No |
| % of tenants satisfied with the standard of their new home | 65.6% | 75% | Amber |
West Dunbartonshire Council provides a service for homeless people 24 hours a day, 365 days a year.
We aim to ensure that homeless people get prompt and easy access to help and advice, are provided with suitable good quality temporary accommodation and are offered support to help get and keep a home.
In respect of Homeless People our promise is that
- if you have nowhere to stay we will offer you temporary accommodation
- we will aim to let you know about the outcome of your homeless application within 28 days of your first interview
- we will take action to minimise the level of repeat homelessness in West Dunbartonshire
- we will ask you how satisfied you are and demonstrate how we have used your feedback to improve our services
| Performance indicator | 2023/24 value | 2023/24 target | target met |
|---|---|---|---|
| % of households requiring temporary accommodation to whom an offer was made | 100% | 100% | Yes |
| % of all homeless cases given a decision about their application within 28 days | 99.3% | 95% | Yes |
| % of all homeless cases re-assessed within 12 months (repeat homelessness) | 4.3% | 5% | Yes |
| % of people satisfied with the quality of temporary accommodation | 83.9% | 82.8% | Yes |
West Dunbartonshire Council aims to ensure that tenants, owners and other customers receive services that provide continually improving value for the rent and other charges that they pay.
This includes minimising the time houses are empty; managing arrears effectively; controlling costs; and giving better value for money by increasing the quality of services with minimum extra cost to tenants, owners and other customers.
Our promise is that:
- we will aim to let empty homes as quickly as possible to reduce the rent lost to the Council
- we will aim to collect rent efficiently and manage arrears effectively
| Performance indicator | 2023/24 value | 2023/24 target | Target met |
|---|---|---|---|
| Average length of time to re-let properties | 34.99 days | 30 days | No |
| % of council rent that was lost due to houses remaining empty | 1.01% | 1.0% | Amber |
| Gross rent arrears as a % of total rent due | 9.44% | 10.0% | Yes |
West Dunbartonshire Council aims to ensure that tenants’ homes are well maintained, with repairs and improvements carried out when required and with a reasonable choice about when work is done
Our promise is that:
- we will aim to carry out repairs quickly
- we will aim to ensure that repairs are completed Right First Time
- we will aim to keep repairs appointments when these are made
- we will aim to carry out an annual gas safety check in all properties where this is required
- we will ask you how satisfied you are and demonstrate how we have used your feedback to improve our services
| Performance indicator | 2023/24 value | 2023/24 target | target met |
|---|---|---|---|
| Average length of time taken to complete emergency repairs | 5.34 hrs | 6 hrs | Yes |
| Average length of time taken to complete non-emergency repairs | 10.94 days | 8.4 days | No |
| % of reactive repairs completed right first time | 85.6% | 90% | Amber |
| % of repairs appointments kept | 92.6% | 91.5% | Yes |
| How many times in the reporting period did you not meet your statutory obligation to complete a gas safety check within 12 months of a gas appliance being fitted or last checked | 0 | 0 | Yes |
| % of tenants satisfied with the repairs and maintenance service | 94.82% | 86% | Yes |
West Dunbartonshire Council aims to ensure that tenants and other customers live in well maintained neighbourhoods where they feel safe.
Our promise is that:
- we will aim to resolve complaints of anti-social behaviour
- we will aim to ask you how satisfied you are and demonstrate how we have used your feedback to improve our services
| Performance indicator | 2023/24 value | 2023/24 target | target met |
|---|---|---|---|
| % of anti-social behaviour cases resolved | 98.08% | 97% | Yes |
| % of tenants satisfied with the Anti-Social Behaviour Service | 50% | 70% | No |
West Dunbartonshire Council aims to ensure tenants get the information they need on how to obtain support to remain in their home; and ensure suitable support is available, including services provided directly by the landlord and by other organisations.
Our promise is that:
- if we see that you have support needs we will aim to provide you with information about the support you can get to help you stay in your home
- we will aim to carry out any adaptations required to help you stay in your home, quickly and efficiently
| Performance indicator | 2023/24 value | 2023/24 target | target met |
|---|---|---|---|
| % of all new tenants housed in who were still in their tenancy 12 months later | 92.75% | 94% | Amber |
| Average time taken to complete medical adaptations | 45.37 days | 57 days | Yes |