Our performance

How we have been performing

For the first time we have changed how we evaluate the way we capture your satisfaction of our services.  We have successfully introduced an independent surveying partner, The Knowledge Partnership.

Working closely together we have the ability to increase our return rates which will give us a better sense as to how your feel about the services we offer.  As part of this process we carry out a customer survey every month across approximately 80-90 selected customers.

We are fully committed to improving our performance which is guided by the Scottish Housing Regulator against key indicators and targets set out on an annual basis.

The Scottish Housing Regulator are charged with regulating and protecting the interests of people who receive services of social landlords (Housing Associations).

Our performance last year

You can see our performance for last year by opening this link to the Scottish Housing Regulator.

Questions & Answers

We carry out a customer survey every year. For many years, we have done this informally and, as a result, have had low response levels of 10-12%. While our scores were generally higher in these surveys, we felt it was important to encourage more responses which would in turn enable us to build up a more accurate picture of how we are performing from a customer perspective. That is why, in future, all annual satisfaction surveys will be carried out by independent research firms, aiming to achieve a 40% return rate.

We have prepared a list of stated commitments that address the key issues you have shared with us.  Some of these actions will be implemented within six months; others are more complex and will take longer, between 12-18 months.  But we are committed to delivering them all.

If you have already commented on the survey, we would love to talk to you again in more detail so that we may address your specific issues. Please fill in your contact details via the feedback button below and we will get in touch with you in due course.

If you were unable or declined to comment during the December 2019 survey, we cannot include your comments at this stage. However, we would be happy to have you join one of our tenant working groups. If you wish to participate, please contact our Community Initiative Manager on 01361 884000 and register your interest.

All questions are set by the Scottish Housing Regulator. They are exactly the same for each housing association to allow easy comparisons between organisation.