Welcome. The past 12 months have certainly been the most unprecedented I have experienced in my lifetime. The impact of the Covid-19 pandemic has touched each and every one of us on a personal level. For the RCH Group the impact has been enormous, but we have 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 resume working in what has popularly been called the ‘new normal’.
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 prior to and during lockdown.
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 (*). The next customer satisfaction survey will take place in 2021.
As always, we welcome your feedback on ‘how we are doing’.
A network of community groups, led by River Clyde Homes, has made a successful bid to the Scottish Government that will bring a £100,000 windfall to the Inverclyde area. The money will be used for the benefit of the most vulnerable in the community in an area that has been one of the worst affected by the Covid-19 pandemic. Read more
As the long term mental and physical effects of the situation continue to be felt, the Inverclyde housing association has taken extra precautions to protect some of the area’s most vulnerable individuals during the pandemic. Following a successful bid to the Scottish Government Wellbeing Fund, residents are benefiting from a variety of activity packs and cooking equipment. Read more
Overall satisfaction with RCH*
RCH 2019/2020: 89.3%
RCH 2018/2019: 89.3%
SCOTTISH AVERAGE 2019/20: 89.2%
Satisfaction with the way RCH deals with repairs and maintentance*
RCH 2019/2020: 89.2%
RCH 2018/2019: 89.2%
SCOTTISH AVERAGE 2019/20: 91.3%
At the end of 2019 our Customer Experience Team won a prestigious national award for Customer Excellence. The service provided has become the envy of housing associations across Scotland. The team has become the trusted face of the RCH Group, with a skills and knowledge base that is second-to-none. Read more
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 2019/2020: 5.4
SCOTTISH AVERAGE 2019/20: 4.8
Average time (working days) to respond in full to Stage 2 complaints
RCH 2019/2020: 18.5
SCOTTISH AVERAGE 2019/20: 17.9
Stage 1 complaints responded to in full
RCH 2019/2020: 95.3%
SCOTTISH AVERAGE 2019/20: 97.7%
Stage 2 complaints responded to in full
RCH 2019/2020: 79.1%
SCOTTISH AVERAGE 2019/20: 92.1%
Staying in touch, whilst protecting family, friends and loved ones is important and can make a big difference to people’s lives. River Clyde Homes’ Digital Inclusion team have been encouraging residents to take advantage of technology in the comfort of their own home. Read more
River Clyde Homes has been recognised for how it involves its customers to change and improve services. There are now well established ways for people to get involved at a level that suits them. After a long career as an active community member, Jenny Speck, one of our customers, won national acclaim for her involvement. Read more
Customers who are satisfied with their involvement in decisions*
RCH 2019/2020: 86.5%
RCH 2018/2019: 86.5%
SCOTTISH AVERAGE 2019/20: 87.2%
This year we have handed over more new modern and energy efficient home to customers. Marcia Ward shared the story of her life in one Port Glasgow community and told us why she is happy to stay there forever. Read more
River Clyde Homes is a major developer of much needed new homes in the Inverclyde area. The latest stage of our ambitious development programme is well underway.
Our largest ever development, of 224 homes, is beginning to take shape in Port Glasgow on the site of the former St Stephen’s High School.
As work progresses at pace at River Clyde Homes’ Greenock waterfront development at James Watt Dock, contractors Cruden Building revealed a new outlook for Inverclyde.
The spacious site, overlooking the iconic Sugar Sheds, will provide much needed modern, energy efficient homes, eight of which are designed for customers with additional housing needs. It comprises 67 one-bedroom and 70 two-bedroom flats. Read more
River Clyde Homes was pleased to announce a new partnership with Cloch Housing Association. It means that tenants in a sheltered housing complex will have their housing support service provided by RCH. Read more
River Clyde Homes and Morton in the Community teamed up once again to provide free football camps for children in Port Glasgow. Inverclyde Council funded the project through its Participatory Budgeting Scheme. Read more
Earlier this year, River Clyde Homes moved to new offices in Greenock. As part of the move a there was a surplus of furniture which faced an uncertain future. Following a call out in the local newspaper, most of it is now being being reused or repurposed by local charities and organisations across Inverclyde. Read more
Money raised from a clothing drive, organised by River Clyde Homes, was donated to two Greenock primary schools. Following the sale £300 was distributed between local primary schools, All Saints and Kings Oak. This community event, relied on generous donations of new and ‘gently worn’ clothing from staff and local people. 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 2019/2020: 86.4%
RCH 2018/2019: 86.4%
SCOTTISH AVERAGE 2019/20: 83.6%
Homes meeting the Scottish Housing Quality Standard (SHQS)
RCH 2019/2020: 79.3%
RCH 2018/2019: 93.9%
SCOTTISH AVERAGE 2019/20: 94.4%
|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.