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 July to September 2020.

Please see our full Value for Money statement on the download menu.

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 104 new households.  There were 6 mutual exchanges agreed.

Our average time for getting a property ready for a new tenant was 77.22 days (please note that this figure has been affected by the Coronavirus pandemic).  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 313 members on our Tenant Panel and 211 members on the Reader Panel.  Many have joined more than one panel and we have a total of 477 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

Since July we have completed seven tenant consultations.  Two policy reviews were sent out as inserts to our Summer Newsletter 2020.  These are a Repair policy review and Anti-social policy review and were sent by both hard copy and email. 

Three were related to digital tenant involvement, asking tenants how they would like to be involved digitally in the future.  These were sent to the Register of Interested Tenants and Tenant panel.  As well as tenants aged 16-34 years, who are not registered on a panel.  All surveys were completed using Survey Monkey. 

This year we met with tenants digitally to review the Annual Report.  We then asked them to complete a quick survey to tell us what they thought of the digital meeting.  This was completed using Survey Monkey.  We also sent out the Annual Report review questionnaire to those who responded to earlier survey about digital involvement and stated an interest in helping us review and plan the Annual Report 2020.  This focussed on how the report looks overall and that it is easy to read and tells you what you need to know.  This was completed using Survey Monkey.  

There are currently two publications available.  Please click below to see our Summer Newsletter 2020 and our Annual Performance Report 2019.  Next publication will be our Annual Performance Report 2020.

Annual Performance Report 2019

Summer Newsletter 2020

NETRALT update

The NETRALT group continues to meet virtually and is currently looking at organising a digital event over the coming months.  Please keep checking the website for an update on this event.   

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.