The past 12 months since our last AGM have continued to be challenging for each and every one of us as we learn to live with the impact of the Covid-19 pandemic. It has created uncertainty for many of us, but the RCH Group has faced the challenges of providing that most fundamental of things for our customers: a place to call home.
The repercussions of what is happening will be felt for a long time to come but we have dealt with each issue as it happened and are now in the position, like all associations across the sector, to provide as normal a service as possible and tackle the works we were unable to complete.
This annual report highlights not only how we are performing in relation to other housing associations in Scotland but looks at some of the achievements of River Clyde Homes over the last year.
We are not required to report on all the regulatory statistics as some apply only to local authorities. However we meet with a group of representative tenants each year to discuss performance and publish the indicators that matter most to the group. If you would like to get involved, just let us know. Some of the statistics are collected on a three yearly basis through our customer survey. These are indicated with an asterisk (*).
As always, we welcome your feedback on ‘how we are doing’.
We successfully secured a further £13,000 in grant funding from Cash for Kids. The funding was used to help households not in receipt of free school meals and £100 was made available per child. This means River Clyde Homes was able to support an incredible 130 children under 18 throughout the community. Read more
Some of our customers were delighted to receive early Christmas presents in December courtesy of the River Clyde Homes’ 12 Day of Christmas campaign that took place on social media. Fantastic gifts, kindly donated by our contractors, were received by 12 lucky customers in the run up to Christmas. The gifts ranged from £100 online shopping vouchers to a Smart TV and were delivered to them safely by our Home Fix Scotland Santa. Read more
Overall satisfaction with RCH*
RCH 2020/2021: 89.3%
RCH 2019/2020: 89.3%
SCOTTISH AVERAGE 2020/21: 88.9%
Satisfaction with the way RCH deals with repairs and maintentance*
RCH 2020/2021: 89.2%
RCH 2019/2020: 89.2%
SCOTTISH AVERAGE 2020/21: 90%
The way complaints are recorded has been changed by the Regulator and previous year’s comparisons are not applicable.
Average time (working days) to respond in full to Stage 1 complaints
RCH 2020/2021: 7.5
RCH 2019/2020: 5.4
SCOTTISH AVERAGE 2020/21: 5
Average time (working days) to respond in full to Stage 2 complaints
RCH 2020/2021: 26
RCH 2019/2020: 18.5
SCOTTISH AVERAGE 2019/21: 19
Stage 1 complaints responded to in full
RCH 2020/2021: 98.2%
RCH 2019/2020: 95%
SCOTTISH AVERAGE 2020/21: 97%
Stage 2 complaints responded to in full
RCH 2020/2021: 97%
RCH 2019/2020: 79.1%
SCOTTISH AVERAGE 2020/21: 93%
Over 300 operatives from across River Clyde Homes and Home Fix Scotland will now have basic but vital first aid advice at their fingertips thanks to the St John’s Ambulance app. The leading first aid charity aims to equip people with basic first aid knowledge for those crucial moments when it can make an enormous difference. The first aid app which includes protocols for dealing with emergency situations has been installed across all work phones within RCH Group. Read more
The last 18 months have made it very difficult to meet face-to-face with those customers who are involved with our activities via the Senate, our Armchair Critics and other tenants’ groups. But we look forward to seeing you in real life when it is safe to do so.
However, our Senate has continued its sterling work in reviewing our services and making recommendations for improvements. There have been numerous online meetings with the Senate and they recently submitted a report on the information we publish to customers on spending. This has been reviewed and accepted by our Board and you can read the full report here. We thank them, as always, for their work to ensure our customers come first.
They are just about to finalise an investigation on how customers can gain access to assistance from the Financial Wellbeing Team and this will be presented to Board before Christmas for their consideration.
If you are keen to get involved in our activities you can find out how, by a means that suits you, here.
Customers who are satisfied with their involvement in decisions*
RCH 2020/2021: 86.5%
RCH 2019/2020: 86.5%
SCOTTISH AVERAGE 2020/21: 87%
Thanks to funding from the Scottish Government and the Scottish Federation of Housing Associations, we have a new funded project at River Clyde Homes, available to both prospective and current tenants. The funding aims to support prospective tenants to gain suitable housing to meet their needs and help new tenants set up their homes and sustain their tenancies. Read more
River Clyde Homes is a major developer of much needed new homes in the Inverclyde area. The latest stages of our ambitious development programme are well underway.
Our largest ever development, of 224 homes, is taking shape in Port Glasgow on the site of the former St Stephen’s High School. The first phase is already complete and let to customers.
Work has been completed at our 137 home Greenock waterfront development at James Watt Dock by contractors Cruden Building.
The spacious site, overlooking the iconic Sugar Sheds, has provided much needed modern, energy efficient homes, eight of which are designed for customers with additional housing needs. Read more
River Clyde Homes has been successful in obtaining a £20,000 grant from the Scottish Government Debt Levy Fund. This funding has enabled the association’s Inclusive Communities Team to provide support to customers with the appointment of a Money and Budgeting Officer, who will be in position until April 2021. Read more
Our repairs and maintenance contractor, Home Fix Scotland, has developed a strong partnership with the Inverclyde Community Development Trust; helping to provide a valuable insight into the maintenance and construction sector. This led to them participating in career workshops attended by the Department for Work and Pensions, Action for Children and Skills Development Scotland as well as a large group of interested school leavers. The aim is to help develop skills and training within the Inverclyde community. Read more
River Clyde Homes has retained gold level accreditation from Investors in People (IIP). Investors in People is the international standard for people management, defining what it takes to lead, support, and manage people effectively to achieve sustainable results. The award recognises our investment in the development and wellbeing of our people and was the result of a rigorous assessment process by IIP. Read more
Despite the impact of the Coronavirus pandemic the association’s Customer Services Team has continued to keep their arrears figure under target and, instead, their current arrears have recovered to March value. However, the team did not just meet their target of 6.7% arrears. Their performance since the pandemic began until the end of October has resulted in an arrears figure being below this amount, 5.8%. Read more
We are all very aware of how the global pandemic has affected us over the past year and our debt recovery services have been no different. The pandemic has forced us to adapt to new ways of working, with one of the key change’s being that our staff are now having to make difficult phone calls to customers about outstanding debts from their home. We have had to adapt our recovery approach in being even more supportive to our customers when its come’s to repayment, recognising the fact that they may be facing financial difficulties through redundancy, furlough or indeed losing their home through bankruptcy. The pandemic has seen restrictions put in place for legal recovery which is one of our strongest methods for debt recovery. Despite these challenges, our Sundry Debt Team have been able to recover 97.4% of all sum’s due from non-tenant customers, in real terms equating to collecting more than £1m. Read more
How we spend your money per pound (£)
Regeneration Investment demolitions and major repairs
Other running costs
Reactive maintenance costs
Tenants who feel the rent for their property is good value for money*
RCH 2020/2021: 86.4%
RCH 2019/2020: 86.4%
SCOTTISH AVERAGE 2020/21: 83%
Homes meeting the Scottish Housing Quality Standard (SHQS)
RCH 2020/2021: 67.5%
RCH 2019/2020: 79.26%
SCOTTISH AVERAGE 2020/21: 91%
|Size of Home||Number Owned||Your Landlord||Scottish Average||Difference|
Homes meeting the Scottish Housing Quality Standard
Additional investment to improve housing conditions will be delivered (subject to Covid-19 restrictions) including more roof replacements and installation of new central heating systems.
Average time taken to re-let properties
More resources will be put into repairing properties faster and offering further incentives to attract new customers.