Tenant Information

Housing Report Card 2020/2021

This page includes information about the performance of Shetland Islands Council Housing Service between April 2020 and March 2021 as reported to Scottish Housing Regulator in the Annual Return of the Charter. 

This year has been like no other due to Covid-19 and cannot be compared with previous years.  The Housing Service continued to operate throughout the year, although in order to ensure the safety of the tenants, customers and staff, some changes had to be made to how the service was delivered.  During this year, there were times where no allocations could be made, only emergency repairs were possible and this has had a real impact on the performance reported to the Scottish Housing Regulator.



Housing Repairs

Repairs Completed 2020/2021
Repair Priority with SIC Target time No of Repairs completed SIC average time Scottish average time
All Non-Emergency (Urgent, Routine & 3 Month Total) 2903 19.52 days 6.98 days
Emergency (1 day) 527 2.27 hours 4.66 hours
Urgent (3 days) 1287 1.4 days  
Routine (28 days) 1579 33 days  
3-Month 37 72 days  


Repairs and Maintenance Satisfaction

During 2020/2021 the overall tenant satisfaction with the repairs and maintenance service was 79% with the majority of tenants saying they were very satisfied following a repair being completed.  The satisfaction level with the repairs service remains high (although affected by the Covid-19 Pandemic).  The Scottish average satisfaction level was 90%.


There were 75 adaptations carried out to Council Houses in 2020/2021.  These works are assessed on medical need normally requiring assistance from our Occupational Therapy colleagues. 

Energy Efficiency Standard for Social Housing standard

At March 2021, 77% of Council Housing stock met the Energy Efficiency Standard for Social Housing.  Work is progression on properties not yet meeting the standard through our Planned Works Programme.

Value for Money and Rents

Percentage of rent due lost through properties being empty - There has been an increase in rent loss due to properties being empty to 2.22%. This is not unexpected due to the pause in allocations. The safety of our staff and tenants was paramount with inspections and work required to properties only being carried out in line with appropriate guidance. Covid impacts on external contractors also contributed to the length of time properties were void.

Weekly Rents

The 2020/2021 average weekly rent for a lettable, self contained SIC property was £81.61.  

In 2020/2021, our average rent increase was 1%.  


The percentage of rent arrears as at 31 March 2021 was 11% gross, which compares to the Scottish Average of 7%.  This figure includes all arrears: current tenants, former tenants and amounts written-off in the year.  This is higher than 2019/20 which had 10% gross arrears.

If you find yourself in arrears or have difficulty paying your rent, please contact the Council's Finance Recovery Section as soon as possible for assistance.The phone number to call is 01595 744623.

Properties Allocated

In 2020/2021 there were 150 properties allocated.112 of those lets were to SIC properties.  38 applicants were housed by Hjaltland Housing Association through our Nomination Agreement.  The table shows the number of lets and nominations by locality.

Where SIC and HHA properties were allocated
2020/2021 Locality Shetland Islands Council Lets Hjaltland Housing Nominations Total Lets and Nominations
Central 3 5 8
Lerwick and Bressay 44 29 73
North 28 1 29
North Isles 21 2 23
South 3 1 4
West 11 0 11
Whalsay and Skerries 2 0 2
Total 112 38 150

Average Time to Relet

There was a reduction in the number of lettable properties that became available for let during 2020/2021 compared to previous years. Only 6.95% lettable properties becoming available, which has reduced from 9.47% in 2019/2020. This is directly linked to the pandemic but has meant less availability for those on our housing register. The time to relet has increased significantly. There are many factors involved in this, a lot of them being directly due to the pandemic and the restrictions in place. In addition, there were some long term voids which were let in the some of the low demand, remote islands areas which has significantly impacted on the calculation of average void days.

Housing Applications

The number of applications on housing register at March 2021 was 690, which is over 100 more than the number from the previous year March 2020 which was 580.

Tenant Satisfaction

The key results from the last SIC Tenant Satisfaction survey are below:

Tenant Satisfaction
Charter Question % of SIC tenants very and fairly satisfied Scottish Landlord 2020/2021 average
Taking everything into account, how satisfied are you with the overall service provided by the Council? 79% 89%
How good or poor do you feel the Council is at keeping you informed about their services and decisions? 79% 90%
How satisfied or dissatisfied are you with the opportunities given to you to participate in the Council's decision making processes? 60% 84%
Overall, how satisfied or dissatisfied are you with the quality of your home? 74% 87%
Overall, how satisfied or dissatisfied are you with the Council's contribution to the management of the neighbourhood you live in? 84% 86%
Taking into account the accommodation and the services the Council provides, to what extend do you think that the rent for this property represents good or poor value for money?  74% 83%

Involving tenants

We are always keen to hear from tenants and to try and find ways of making it easier for you to be involved in shaping the services you receive from us.  Ideas and views are always welcome.  We want to provide good quality, value for money housing services to all tenants.

We continue to develop our Register of Interested Tenants, where you can tell us what you are interested in and how you want to be involved.  You don't have to leave your house to be involved.

You can find out more information on our Register of Interested Tenants.

Full Charter Submission

Our full Charter submission and the report from the Scottish Housing Regulator on our performance is available from the Housing Office and online.  We have included a summary on the key indicators as identified by tenants through their Landlord Report for the last 5 years.

The Annual Return on the Charter is available from the Housing Regulator website.

Feedback on Report Card

We are keen to hear what you think if the information included in the Report Card - please let us know your thoughts.  You can share your views with us by email or telephone using the contact details below.

If you require a paper copy of the Report Card please contact us.

How to Contact Us


Enquiries:                        housing@shetland.gov.uk

Repairs Helpdesk:           housingrepairs@shetland.gov.uk


Enquiries:                         01595 744360

Repairs Helpdesk:           01595 744399

Out of Hours

Homelessness:                01595 695611

Repairs:                           01595 693972