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Our Customer Service opening hours are 8.45am - 4.45pm, Monday to Friday. The Payment Centre hours are 9am - 4.15pm, with only credit/debit card payments (not cash) between 1pm and 2pm. 

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Council performance, statistics and spending

Housing performance information

An overview of performance in our housing services.

Service Overview

East Renfrewshire Council has continued to invest in our housing stock to bring it up to the new Scottish Housing Quality Standard. The money collected from tenants for rent is used for this investment. We are meeting target for the proportion of our homes that are energy efficient, and customer satisfaction shows an improving trend. In comparison to other councils we perform very well for the average time taken to complete non emergency repairs. Rent arrears however remains a focus for improvement.

How the public can get involved?

We have a Customer Engagement Strategy to ensure that all customers of Housing Services have the opportunity to participate strategy provides customers with a range of ways to engage with Housing Services and ensures this information is used to improve performance.

This table details how well the Council and partners are doing to provide residents with easier access to key housing services. Housing Services' key performance measures

Performance indicator

Previous performance

2015/16

Current performance

2016/17

How well we are doing?

Percentage of stock meeting the Scottish Housing Quality Standard97%97.2%Performing just below target.
Percentage of council dwellings that are energy efficient.99.9%N/APerforming just below target
Percentage of rent due lost through properties being empty during the last year.0.9%0.9%Performing just below target
Average length of time taken to complete non-emergency repairs.5.2 days5.4 days Target exceeded.

To find out more about how East Renfrewshire is performing in comparison to other Scottish councils visit the mylocalcouncil tool and our benchmarking page.

What are we doing to improve performance?

We have achieved a reduction in gross rent arrears. Public consultation has taken place on a revised rent arrears policy, and system improvements made to improve case management and performance monitoring. Work will continue to drive up performance in rent collection, mitigating as far as possible also the impact of the introduction of Universal Credit. Based on our benchmarking activity with authorities who have already moved to full service, there will be a sharp increase in the number of Universal Credit cases as we move to full service locally in June 2018. The context will be extremely challenging and will put upwards pressure on rent arrears. We will continue to develop further enhancements to our systems and processes and to learn from the experience of other local authorities where Universal Credit Full Service has been introduced. 

Other internet pages that might be useful:

More detailed information on what we are working to achieve can be found in the following documents;


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