How are we doing?

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

Read more about our Value for Money statement.

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?

In the last quarter we housed 49 new households. One mutual exchange was agreed.

Our average time for getting a property ready for a new tenant was 72.77 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.

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 248 members. There are 267 members on our Tenant Panel and 173 members on the Reader Panel. Many have joined more than one panel and we have a total of 408 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 423000, email us at info@langstane-ha.co.uk or visit the Getting Involved page for more information.

In 2024 we will be completing a full review of all panels and areas of interest so that all tenants are aware of thier involvement options and what they have agreed to get involved with.

Since October we have completed one tenant consultation. This was our annual Rate the Report survey asking for feedback on our Annual Performance Report 2023.

There are currently three publications, which are available below. The next publication will be our Winter News to be published in February 2024.

• Annual Performance Report 2023
• Summer News 2023
• Financial News 2023

NETRALT meetings are now being held in hybrid format. This means members can attend either face to face or virtually. Meetings are being arranged at various locations as landlords are hosting meetings on a rota basis.

The group continues to meet virtually with steady numbers of tenants, residents and landlords attending.

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 visit our feedback page.

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.