In the past year (2022/23), we've been working hard to get our repair service back on track. We understand that it's been tough to get repairs done quickly, and we understand Customers’ frustrations. But here's the good news: we're making big changes to improve how we handle repairs. We want to diagnose them more accurately, make repairs faster, and keep you informed every step of the way.
Our transformation plan includes new systems and better connections in your local Community.
Next year, we will be introducing Tenant Satisfaction Measures. These measurements aim to hold housing providers accountable for the quality of housing and services they provide while giving Customers greater visibility of their performance against sector standards.
Customer satisfaction KPIs
This figures reported below show the combined figures for Places for
People, Living Plus and Places for People Scotland together.
Customer service requests
Average time to answer calls (minutes)
Average Live Chat response time (minutes)
Average response to emails (days)
Calls answered against calls received
Complaints that were fully upheld
Complaints received about repairs
Stage 1 complaints answered within timescale
Stage 2 complaints answered within timescale
Your tenancy and community
Through our Cost of Living Taskforce, we have supported over 6,600 Customers with money advice or vouchers for food and fuel. Last winter, we supported 40 warm spaces and a network of 114 foodbanks who provide essentials for Customers and Communities.
There are over 100 local and national projects available for Customers and Communities which cover themes including wellbeing, employment, training, getting online and financial inclusion.
We are here to support you during these challenging times. For more information please visit our Cost of Living page.
Rent arrears as a % of total rent due
Total losses from empty homes
Average days taken to re-let empty properties
Number of serious ASB cases managed
Serious ASB cases that were responded to within one working day
Tenants who were happy with the way their ASB cases were handled
Satisfaction with repairs and maintenance service
Investment in maintaining our homes
Repairs completed right first time
Routine repairs responded to in time
Homes with gas safety certificates
Communal areas with fire risk assessments
Planned investment in maintaining homes for 23/24
New homes built in 2022/23
Have your say