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Our performance

Scottish Housing Regulator

As a registered social landlord (RSL), the Association is regulated by the Scottish Housing Regulator (SHR), the independent regulator of RSLs and local authority housing services in Scotland.

SHR was established in 2011 under the Housing (Scotland) Act 2010 to “safeguard and promote the interests of current and future tenants of social landlords, people who are or may become homeless, and people who use housing services provided by registered social landlords (RSLs) and local authorities”.

SHR does this by assessing and reporting on:

  • How social landlords are performing their housing services
  • RSLs’ financial wellbeing
  • RSLs’ standards of governance

SHR also has the power to intervene to secure improvements where they need to.

Scottish Social Housing Charter

The Association produces an annual report to show how we are performing against the standards set out in the Scottish Social Housing Charter, ensuring tenants and others can assess the effectivenss of our work and allowing us to identify where improvements could be made.  Learn more about our 2015/16 Charter ReportFind out how we compare with other social landlords at the Scottish Housing Regulator’s website.

Tenant Satisfaction Report

Every three years, the Association carries out a satisfaction survey among tenants. The most recent survey, from 2015, found encouraging levels of satisfaction, with 85% of tenants either very or fairly satisfied with the overall service provided by the Association, a slight increase from the previous comparable survey carried out in 2012 (84%).

An even higher number, 90% – up from 87% – were satisfied with the quality of their home, with the same figure believing the Association was good at keeping tenants informed about services and decisions, up from 86%. In terms of repairs, 89% of respondents were satisfied with the service the last time it was provided, an increase of 3%.

In other figures, 85% were satisfied that they had opportunities to participate in the Association’s decision-making processes and 93% agreed that staff were friendly and approachable. Slightly lower numbers, 80%, were satisfied with the Association’s management of the neighbourhood, though that represented an increase of 12%, while 59% believed their rent represented good value for money, down from 71%, a decrease that likely reflected pressures on household budgets. At the time, the Association was reviewing processes for consulting with tenants about rent increases and also looking at value for money within the organisation.

A total of 940 tenants took part in the survey, a response rate of 40%.

Complaints report

Learn more about our complaints handling performance in our 2016/17 Annual Review and our latest quarterly newsletter.