​Majority of tenants across Scotland satisfied with social landlords

A massive 88% of tenants of Scottish social landlords are satisfied with the service provided, new research has found.

The report, published by the Scottish Housing Regulator (SHR), is the regulator’s first national analysis of social landlords' performance against the standards and outcomes of the Scottish Social Housing Charter.

It is the first time consistent information for registered social landlords and local authority landlords has been gathered and examined.

The analysis focuses on the relationship between tenant satisfaction and a range of performance indicators.

Our report...gives us a good baseline which we will use for future analysis

It found that the service areas most closely linked with tenant satisfaction are: keeping tenants informed about their services and decisions; the quality of homes; good neighbourhood management; opportunities to participate; the time taken to complete non-emergency repairs; and the quality of repairs and maintenance to homes.

Michael Cameron, SHR chief executive, said: “Nine out of 10 tenants satisfied is a good achievement, particularly given the more challenging conditions landlords now work in. Most landlords report good performance in those services that are most closely associated with overall tenant satisfaction.

“Maximising and sustaining overall tenant satisfaction will be important to landlords in achieving the charter’s standards and outcomes.

“Our analysis highlights the areas landlords can focus on to raise tenant satisfaction and gives us a good baseline which we will use for future analysis.”

The findings are consistent with the regulator’s earlier research in to tenants’ priorities gathered through direct feedback from its National Panel of Tenants and Service Users.