How we are performing
As a social housing provider and charity, we’re regulated by two bodies in Scotland: the Scottish Housing Regulator (SHR) and the Scottish Charity Regulator. We work with both these regulators to make sure that we deliver the right homes and services to our customers.
Every year we produce a report to keep our customers informed on how well we have performed against the Scottish Social Housing Charter.
Scottish Housing Regulator
The Scottish Housing Regulator (SHR) is an independent regulator who protects the rights of people using services provided by social landlords, like us.
They set the standards of how we operate, manage risk, maintain financial viability, deliver good quality homes and ensure value for money for our customers. This is measured through our performance against the regulatory requirements, Scottish Social Housing Charter and our Annual Assurance Statement. Our performance information can be found on the SHR website.
Scottish Charity Regulator
We’re regulated by the Scottish Charity Regulator (OSCR) OSCR is an independent regulator and registrar for Scotland’s charities whose role is to protect public confidence in charities and their work. Visit the OSCR website for our charitable status details.
The Housing (Scotland) Act
The Housing (Scotland) Act 2014 received Royal Assent on 1 August 2014. A range of amendments were made to the original Housing (Scotland) Bill during the parliamentary process, many of them were suggested by tenants. The Act has the objectives of “safeguarding the interests of consumers, supporting improved quality and delivering better outcomes for communities.” The Scottish Government sees the Act as contributing to their vision that all people in Scotland live in high-quality, sustainable homes that they can afford and that meet their needs.
Our Performance
At BHA, we always aim high.
One of our strategic aims is to ‘Deliver Outstanding Customer Experience’ in everything we do.
We are committed to continually improving our performance. It’s important to us to be open and transparent about how we’re doing. That’s why we share our results here, so everyone can read it. We’re driven to achieve more for our customers. Not just maintaining the high standards we set ourselves, but going the extra mile – finding new ways to deliver a better performance.
Whilst we are proud of the high levels of customer satisfaction our teams and services receive, we are committed to addressing areas of relatively low satisfaction and strive to ensure continuous improvement across all the services we provide.
We thank all customers who have contributed valuable feedback on their experience of our services.
If you would like to get involved in shaping and influencing our work, please contact our Customer Experience team at info@berwickshirehousing.org.uk.
Customer Satisfaction
Performance at a glance (Oct – Dec 2023)
Performance at a glance (Jul – Sep 2023)
Performance at a glance (Apr – Jun 2023)
Performance at a glance (Apr 2022 – Mar 2023)
Performance at a glance (Oct – Dec 2022)
Performance at a glance (Jul – Sep 2022)
Performance at a glance (Apr – Jun 2022)
Performance at a glance (Apr 2021 – Mar 2022)
Repairs & Maintenance
Performance at a glance (Oct – Dec 2023)
Performance at a glance (Jul 2023 – Sep 2023)
Performance at a glance (Apr 2023 – Jun 2023)
Performance at a glance (Apr 2022 – Mar 2023)
Customer Experience & Engagement
Performance at a glance (Jul 2023 – Sep 2023)
Performance at a glance (Apr 2023 – Jun 2023)
Performance at a glance (Apr 2022 – Mar 2023)
Neighbourhood Services
Performance at a glance (Oct – Dec 2023)
Performance at a glance (Jul 2023 – Sep 2023)
Performance at a glance (Apr 2023 – Jun 2023)
Performance at a glance (Apr 2022 – Mar 2023)
Social Innovation
Performance at a glance (Oct – Dec 2023)
Performance at a glance (Jul 2023 – Sep 2023)
Performance at a glance (Apr 2023 – Jun 2023)
Performance at a glance (Apr 2022 – Mar 2023)
Frequently Asked Questions (FAQs)
All questions in the survey are set by the Scottish Housing Regulator. They are identical for each housing association to enable easy comparison across the organisations.
Throughout the year we conduct a variety of consultations and surveys, these are a quick and easy way for our customers to get involved and share their views, opinions and ideas. Some examples of these are: –
Rent Consultation Survey
Each year we conduct a Rent Consultation Survey where we seek the views of all our customers on the rent proposals for the new financial year. This is a great way for you to learn about what our plans are for spending on improvements, new services, planned maintenance and what any new proposed rent level may be.
Customer Satisfaction Survey
We capture customer satisfaction every month in a variety of ways including by phone, via text and email invites, and in-person with our customers. By taking part in these surveys, you help us understand what we are doing right and what we could do better. It also helps us pick up any issues promptly and make any required improvements quickly. You may be invited to give us feedback on a specific service (like a satisfaction survey after a repair) or more widely, where we ask for feedback about all of our services across BHA. Our surveys will be cleared branded as Berwickshire Housing and our callers will identify themselves as from BHA and be calling you from our 0800 652 8104 number.
If you receive an invitation to take part in a consultation or survey, we’d encourage you to do so and let us know what you think. The feedback from these surveys really does help us to make improvements and let us know what is working well. If you need any help to complete the survey or need it in an alternative format (ie paper or large print), please don’t hesitate to let us know on 0800 652 8104.
Don’t forget you can always let us know your thoughts on anything at any time by using the feedback form that is available below or send us a direct message via social.
Please fill in your contact details via the feedback button below and our Customer Experience team will get in touch with you.