Performance

We aim to deliver excellent services – and we set targets to measure how we’re doing.

We set a range of performance measures around what is most important for our customers, communities and our business.

These figures are reported every year to our customers through our Report to Tenants and to the Scottish Housing Regulator.

If you'd like to see all of the results we report to the Regulator, you can read them in our Annual Return on the Charter.

The majority of our performance measures are among the best in Scotland compared to other similar social housing landlords.

One of the other ways we judge our performance is through our awards and accreditations.

Below you'll find how we are performing against key performance measures which tenants and the Regulator have told us are the most important.

Satisfaction measured through our annual tenant survey2016/2017 survey2017/2018 survey% point change 
Tenants satisfied with the overall service provided by their landlord89%91%+2
Tenants who feel their landlord is good at keeping them informed about services and decisions90%90%=
Tenants satisfied with the opportunities given to them to participate in their landlord’s decision making processes73%77%+4
Existing tenants satisfied with the quality of their home88%88%=
Tenants satisfied with the management of the neighbourhood they live in87%88%+1
Tenants who feel that the rent for their property represents good value for money84%83%-1

For more satisfaction results, read our annual Tenants Satisfaction Survey.


Satisfaction measured  throughout the year when receiving a service 2016/2017
Value 
2017/2018 (Year to date)
Value 
Target
Tenants who have had repairs or maintenance carried out in the last 12 months who are satisfied with the repairs and maintenance service 85.71%94.22%89%
Tenants satisfied with the standard of their home when moving in98.78%97.87%94%
Key performance measures2016/2017
Value 
2017/2018 (Year to date)
Value 
Target
All complaints responded to in full within timescales94.88%94.98%96%

Calls to our customer service centre which were resolved at first point of contact

n/a88.4%80%
Percentage of calls to the customer service centre answered within 30 seconds67.15%73.66%73%
Average time taken to complete emergency repairs (hours) 2.82.83.5
Repairs appointments kept99.96%99.98%98.02%
Anti-social behaviour cases resolved within agreed timescales90.95%96.95%92%
New tenancies sustained for more than a year91.39%90.24%92%
Gross rent arrears as a % of rent due3.66%3.79%3.65%
Rent due lost through properties being empty0.33%0.47%0.44%
Average time to re-let properties13.0313.7114
New-build completions – Social housing142261269
New-build completions - Mid-market05050