Our Performance
This part of our website will explain how we are monitored by the Scottish Housing Regulator, how we monitor ourselves, and the statistics we produce to show our performance to our customers and our Board.
Annual Return to the Charter (ARC)
Each year all Registered Social Landlords/Housing Associations submit data to the Scottish Housing Regulator outlining how we have performed in the previous year against a set of standards. These standards are detailed in the Scottish Social Housing Charter and are published by the Scottish Housing Regulator showing performance information across the sector.
Cloch sends all tenants an Annual Report each year which includes our “Report Card” highlighting our Charter Performance. You can view the most recent Report Card contained in our Annual Reviews. You can also view our complete ARC submission by visiting the Scottish Housing Regulator's website.
Business Plan
Every 3 years, Cloch sets out its key visions and objectives for the next 3 years. This is set out in our Business Plan. Our Previous Business Plan was reviewed this year by our Board and staff. The Plan was refreshed following the consultations and then approved by our Board.
Our new updated Business Plan is from 2023 to 2026. In this there are the key indicators of what we plan to do.
Recent Stats - Quarter 3 (October 23- December 23)
Customer Service
| Calls Handled by Customer Connections Team | 7,499 |
| Average Call Wait Time when Calling Cloch | 21s |
| Percentage of Calls Answered | 98% |
| Percentage of Telephone Messages Responded to within the timescale of one working day | 99% |
Communication
| Tenants with a MyCloch account | 859 |
| Tenants regsitered for Paper Free Communication | 454 |
| Number of Visits to MyCloch | 2570 |
| Number of Complaints Received | 73 |
| Complaints Responded to on time | 100% |
| Compliments Received | 14 |
Repairs, Maintenance & Improvements
| Number of emergency Repairs Completed | 119 |
| Average completion time for Emergency Repairs (Hours) | 02:18 |
| Number of Non-emergency Repairs Completed | 1169 |
| Average completion time for Non-emergency Repairs (Days) | 5 |
| Repairs completed Right First Time | 88% |
| Tenants Satisfied with Cloch's Repair Service | 85% |
| Number of Gas Supplies Serviced | 348 |
Quality of Housing & Housing Options
| Percentage of new tenants satisfied with the condition of thier home. | 100% |
| Number of applicants who refused a property after viewing it | 3 |
| Number of households registered on the common housing register | 4029 |
| Number of new tenancies | 19 |
| Homeless Families housed | 5 |