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:
- Key Performance Indicators (KPIs), reported quarterly
- Complaints reporting
- Customer satisfaction survey
We are regulated by a range of bodies to ensure that we are meeting legal standards and delivering high quality services that meet the needs of our customers. The Scottish Housing Regulator is the lead Regulator for all Housing Associations however others also include the Scottish Public Service Ombudsman, OSCR and the Financial Conduct Authority.
Annual return
Each year every landlord must complete an annual return on the charter (ARC) and submit this to the Scottish Housing Regulator. You can see the Scottish Housing Regulator's report on our performance here.
This report sets out the Association's performance across different standards and outcomes and is compared to the Quality & Efficiency Forum (QEF) benchmarking group. The group comprises several registered social landlords, mainly from Glasgow and the West of Scotland. The report is divided into several different sections and includes the performance indicators that we must report on. It covers the period 1st April to the 31st March each year.
View our Annual Report 2023 2024
and our Annual Accounts 2023-2024
Assurance statement
Every October landlords are required to submit and an Annual Assurance Statement (Statement). The Statement is submitted by our Management Committee, setting out our level of compliance in relation to section 3 of the Regulatory Framework. To assess our compliance the Association has completed the toolkit issued by the Scottish Federation of Housing Associations. This is populated with supporting evidence that we have been gathering over a number of years, including periodic independent reviews. Our compliance is set out in 2 distinct areas:
Governance and Financial Compliance
Whilst we assessed there were no areas of material non compliance we have set out some areas for improvement over the next year.
Once this information is submitted the Scottish Housing Regulator publishes an 'engagement plan'. The engagement plan describes how the Regulator works with social landlords. They publish an engagement plan for every social landlord in Scotland. You can read our engagement plan here.
Value for Money Statement
There is no set definition on what value for money is, nor is there a simple test to establish whether it exists. Value for money is subjective and requires organisations to make judgements about (i) what it means to them in the first place and (ii) whether or not they are achieving it. Tenants and customers have an input to what constitutes good value for money through the 3- year tenant satisfaction survey.
Reporting serious peformance failures
You can contact us when a social landlord regularly and repeatedly fails to achieve the regulatory requirements for social housing; and this failure affects a group of social landlord tenants
What is a serious concern?
When your social 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 our standards for how an RSL should govern itself and manage its finances; or has not met any targets we have set it.
Examples of a serious concern (please note these examples are not exhaustive)
When your social landlord:
- regularly fails to do gas safety checks when it should; or
- regularly does not do repairs when it should; or
- does not allow tenants to apply for another house; or
- does not respond formally to complaints.
