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 October to December 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 87 new households and agreed to 3 mutual exchanges.

Our average time for getting a property ready for a new tenant was 28.9 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 289 members.  There are 332 members on our Tenant Panel and 226 members on the Reader Panel.  Many have joined more than one panel and we have a total of 498 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 supportservices@langstane-ha.co.uk  or fill in our Your Voice Counts leaflet from the downloads menu.

Information and Consultations

Since October we have completed four tenant consultations.  The first two were to ask tenants for their opinions on the presentation, clarity and overall readability of our Annual Performance Report 2019 and our condensed version.  These were both completed using Survey Monkey.  The next was about the rent setting and service charge policy.  This was completed via email and hard copy to all tenants.  The final consultation of this period was about the rent increase 2020.

We have two publications available.  Please click below to see our Annual Performance Report 2019 and Winter Newsletter 2019.  Next publication will be our Summer Newsletter 2020.

Annual Performance Report 2019
Winter Newsletter 2019

NETRALT update

NETRALT members welcomed two new tenant representatives to the group in November/December from Osprey Housing and Aberdeenshire Council.  The annual TPAS conference in December was a success with lots of interesting workshops for the attendees and planning is still underway for our joint NETRALT/TPAS visit in April 2020 with more to come on this event soon. 

The group will now be looking at the year ahead to see what events we can attend to promote housing and community working and we hope to see you throughout the year.  

Complaints and Significant Performance Failures

Complaints

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.