Listen to our siteOur Performance
The Association operates a culture of continuous improvement and is always striving to improve our performance. We monitor our performance through a range of measures such as quarterly Key Performance Indicators (KPIs), complaints and feedback from surveys.
We are regulated by various bodies to ensure we meet legal requirements and provide high‑quality services for our customers. The Scottish Housing Regulator is the lead Regulator for all registered social landlords, however we are also accountable to the Scottish Public Service Ombudsman, The Scottish Charity Regulator (OSCR) and the Financial Conduct Authority.
Reporting serious performance failures
If you are concerned about our performance, you can contact the Scottish Housing Regulator. You can contact them when any social landlord regularly and repeatedly fails to achieve the regulatory requirements for social housing; and this failure affects a group of tenants. This can be when your landlord:
- Has acted in a way which puts tenants’ interests at risk and this affects, or could affect, a group of tenants or all tenants; or
- Repeatedly fails to achieve outcomes in the Social Housing Charter or outcomes agreed with tenants; or
- Has not reported its performance annually to its tenants or has reported it inaccurately; or
- Does not meet the Regulatory standards for governance or financial management.
You can also raise concerns when a social landlord fails to consult with tenants on a rent increase, fails to carry out safety checks, regularly does not carry out repairs, does not support applications for housing or does not respond formally to complaints. To find out more, see the Complaints and Concerns- Information for tenants and service users of social landlords factsheet developed by the Scottish Housing Regulator here.
