Tenant Survey 2024
We are conducting a survey of all our tenants to help us understand how well we are delivering services and help us to plan for the future.
Our ambition is to support more people to live independently in beautiful modern accessible homes, supported by technology with improved links to family, friends, communities and local resources.
The last three years have been challenging for our tenants and us as we recovered from the Covid-19 pandemic, and then faced higher operating costs as a result of the cost-of-living crisis. There have also been changes to the environment we operate in; a national housing emergency was declared by the Scottish Government, and there have been new legislation and regulatory requirements to which we have had to respond.
Despite these challenges, since we last carried out this survey, we are proud to have delivered the following to our tenants:
- Distributed £90k of funds to support our tenants to offset the worst effects of increased household costs during the cost-of-living crisis and through our Welfare Advice service realised £700k of additional income for you, our tenants.
- Established a Customer Service Team to improve how we respond when tenants and customers contact us. We are continuing to improve the service based on your feedback to achieve the Customer Service Excellence Accreditation.
- Invested £12.3M in our properties including 479 adaptations in your homes at a value of £1.5M, to support tenants to maintain their independence at home.
- Completed the transfer of Abbeyfield Scotland to Blackwood and implemented a new service model focused on supporting independent living.
- Delivered 66 new homes for social rent with partners at Charleston in Dundee. These beautiful, accessible and connected homes, which include family homes, are critical to meet Scotland’s housing shortage following the Scottish Governments declaration of a housing emergency in early 2024.
- Launched our housing app, ‘CleverCogs Home’ which allows customers to report repairs online and manage their rent account.
We recognise that due to the pressure on the housing sector it has been difficult to deliver services to a high standard. That’s why we have launched ‘Getting it Right’ to improve the services you receive. We have already taken significant steps to ensure we have the right skills and expertise across our teams to deliver our ambitious target to be one of the top performing Registered Social Landlords in Scotland by 2026.
To help us deliver improved services to our tenants, we want to hear your views on how we perform and what your priorities are, so we can focus on what is important for you and make sure that we improve and develop services that meet your needs.
This survey is a key part of our current Customer Engagement Plan 2021-2024 which sets out how we will consult with and get your participation and involvement in how we make decisions on things that affect your home and the services you receive from us.
We really value your feedback. Please take 10-15 minutes to give us your views and you could win one of 2 prizes of £100 of shopping vouchers.