How are we doing?

How are we doing?

The Scottish Government introduced the Scottish Social Housing Charter in 2012. The Charter sets out the standards that we aim for in delivering our services to you.

The way we measure how well we are doing is to ask you, our customer. The Charter is not about what we do and how we do it. The Charter is about your experience of using our services.

We ask you about customer satisfaction in a number of ways such as in surveys or questionnaires. Your answers are the best way to tell us what we are doing well and where we need to improve.

We will give you feedback and tell you what we will do to keep improving our services and give you best value for money.

Read more on the Scottish Social Housing Charter.

Getting good value from rents and service charges

Langstane Housing Association is committed to continually improving value for the rent and service charges you pay.  We aim to manage our services to you efficiently and effectively by:

  • minimising the time homes are empty
  • managing arrears effectively
  • controlling costs
  • getting value out of contracts
  • increasing the quality of our services at minimum extra cost to you

We publish our results every year in our Annual Report, but we'd like to show you how we've done in the quarter April to June 2019.

We value your feedback so please contact us to let us know what you think.  Are we giving you value for money?  What can we do better? Click here to send us your comments.

Our New Tenants

In the last quarter we housed 117 new households and agreed to 11 mutual exchanges.

Our average time for getting a property ready for a new tenant was 30 days.  This gives us time to:

  • inspect the property
  • carry out repairs
  • get gas and electric checks
  • produce an Energy Performance Certificate
  • find a new tenant for the property

We are working hard to reduce this turn around time to save on lost rent.

Your Voice Counts

We want to make sure that we are delivering high quality services and the only way we know whether we are getting things right is if you get involved and give us your views.

Our Register of Interested Tenants currently includes 277 members.  There are 335 members on our Tenant Panel and 220 members on the Reader Panel.  Many have joined more than one panel and we have a total of 494 tenants who are happy to give us their views in formal consultations, by phone or email.  Our Reader Panel will be looking at new documents and publications to make sure they are clear and easy to understand.

We value your feedback - it really does make a difference! If you would like to join any or all of our panels, please contact us on 01224 423120, email us at  or fill in our Your Voice Counts leaflet from the downloads menu.

Information and Consultations

We have completed four tenant consultations within this quarter.  Also, our three year Tenant Satisfaction Survey is complete with the results available soon via our Annual Performance Report 2019.  Since April we have consulted with tenants on our Social Justice new team name and their new mission statement, Annual Report 2019 planning and our new Tenant Participation (TP) Strategy.   When consulting on our Annual Report and TP Strategy we held tenant groups to discuss them face to face.   We used a range of methods to communicate the surveys including email, letter and the Survey Monkey platform.

The Association is progressing with rolling out the new rent structure.  The results of the consultation phase will be available soon on our Consultation and Feedback page.  An interim update can be seen in our Annual Performance Report 2018.  

We have two publications available.  Please click below to see our Annual Performance Report 2018 and Summer Newsletter 2019.  Preparation for our Annual Performance Report 2019 is in progress and will be published by the 31 October 2019.

Annual Performance Report 2018
Summer Newsletter 2019

NETRALT update

Tenant mystery shopping project – at the recent Tenants Information Service (TIS) awards ceremony, the group were delighted to win the nomination for 'Most Inspiring Scrutiny Group'.  Many congratulations to all the tenants and residents who worked on the project.  

The project will next be nominated for a Chartered Institute of Housing (CIH) award with more information to follow on this nomination soon.   

NETRALT have worked with South Ayrshire Council and recorded our first podcast, focusing on the work and motivation of the group along with three tenants discussing their reason and motivations for getting involved with NETRALT.  Look out for more information on this coming soon!

Complaints and Significant Performance Failures


Anyone can make a complaint to us, including the representative of someone who is dissatisfied with our service. We will need to have your permission to speak with anyone wishing to complain on your behalf.

You can complain in person at any of our offices, by phone, in writing, email or by completing a feedback form.

If you are not satisfied with our decision or the way we have dealt with your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to look at it. If you would like to find out more, please see our Complaints Procedure leaflet in the downloads menu.

Significant Performance Failures

A performance failure occurs when we fail to do something or take an action that puts tenants' interests at risk. Performance failures normally relate to legal requirements or commitments and will affect many or all of our tenants. For instance, it would be a significant performance failure if we did not consult you about the proposed rent increase.

If you spot a failure you should raise the issue with us. If we do not fix the failure within a reasonable time, you can report the failure to the Scottish Housing Regulator. For information on how to report a failure, please see the Complaints and Significant Performance Failures leaflet in the downloads menu.

The simplest way to report a significant performance failure is to complete the form on the Scottish Housing Regulator's website.