Posted 12.03.15
88% of tenants of Scottish social landlords are satisfied with the service provided by their landlord, and keeping tenants informed has the biggest impact on increasing tenant satisfaction. These are the key findings of a landmark report published by the Scottish Housing Regulator (SHR).
The Regulator's report is the first comprehensive, national analysis of social landlords' performance against the standards and outcomes of the Scottish Social Housing Charter. It is the first time consistent information for registered social landlords and local authority landlords has been gathered and examined.
The analysis focuses on the relationship between tenant satisfaction and a range of performance indicators. It found that the service areas most closely linked with tenant satisfaction are:
Michael Cameron, SHR Chief Executive said:
"Nine out of ten tenants satisfied is a good achievement, particularly given the more challenging conditions landlords now work in. Most landlords report good performance in those services that are most closely associated with overall tenant satisfaction.
"Maximising and sustaining overall tenant satisfaction will be important to landlords in achieving the Charter's standards and outcomes. Our analysis highlights the areas landlords can focus on to raise tenant satisfaction and gives us a good baseline which we will use for future analysis."
The findings are consistent with the Regulator's earlier research in to tenants', priorities gathered through direct feedback from its National Panel of Tenants and Service Users.
The Regulator will use its first national Charter report to focus on specific aspects of performance. Its future reports will include trend analysis and an assessment of landlords' progress in maximising tenant satisfaction and progress towards the Scottish Social Housing Charter.
