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How we perform in Scotland

We aim to deliver excellent, cost-effective services

We work hard to put our customers first and are committed to seeking and acting on customer feedback. Using customer feedback helps us to continually learn and improve our services to you.

We measure our performance across all of our services and are constantly striving to improve to deliver excellent, cost-effective services.

Below we have included some important information.

  • Scottish Housing Regulator
  • Scottish Social Housing Charter
  • Annual Performance Report
  • Customer Annual Report
  • Our customer commitments
  • Annual complaints reporting

Scottish Housing Regulator 

We're regulated by the Scottish Housing Regulator (SHR). You can access all the information they hold on us, such as the new landlord reports, our full Charter return and how our performance compares to others.

The Scottish Housing Regulator has a guide on How we regulate: A guide for tenants and service users. They also have videos about who we are and what we do and how to raise a concern about a social landlord.

The Scottish Housing Regulator has also developed a factsheet explaining what a Significant Performance Failure is and how to report them.

All Registered Social Landlords (RSLs) must submit an Annual Assurance Statement to the Scottish Housing Regulator (SHR) by the end of October each year.  This provides assurance that we are compliant with the relevant requirements of the SHR’s Regulatory Framework and details if there are any areas where further work is required. View our current Annual Assurance Statement.

If you would like more information or to discuss the statement in more detail please do not hesitate to contact us.

Scottish Social Housing Charter

The Scottish Social Housing Charter sets the standards and outcomes that all social landlords should aim to achieve when performing their housing activities.

It provides the basis for the Scottish Housing Regulator to assess and report on how well landlords are performing. This assessment enables the Regulator, social landlords, tenants and other customers to identify areas of strong performance and areas needing improvement. Each year we work with customers to assess our performance and produce the Annual Performance Report.

Annual Performance Report

We publish an annual report on our performance and how we meet the Scottish Social Housing Charter. This is collated with customers and submitted to the Scottish Housing Regulator by 31 October.

Please click here to view the Annual Performance Report.

Customer Annual Report

We publish an annual report for Customers which provides information on our performance and key achievements.

View our latest Customer Annual Report.

Our Performance

Our performance allows you to see exactly how we are meeting regulatory standards and performing in the areas that matter most to customers. 

Key Performance Indicator Target Q4 Performance (Jan - Mar 2023) Q1 Performance (Apr - Jun 2023) Q2 Performance (Jul - Sep 2023) Q3 Performance (Oct - Dec 2023)
Percentage of homes meeting Scottish Housing Quality Standard 100% 81% 81% 78% 77%
Percentage of properties have received their annual gas service 100% 99.95% 99.77% 99.85% 99.86%
Percentage of our blocks of flats which have a fire risk assessment 100% 97.82% 100% 99.75% 100%
Percentage of repairs completed right first time 89% 94.10% 92.70% 94.20% 93.5%
Average number of days to re-let an empty home- General Needs 24.9





Previous Performance Results

Complaints Performance

We value complaints and use information from them to help us improve our services. Please click here for more information.

Complaints information (Oct - Dec 2023)

This table shows the annual complaints information for Places for People Scotland

Complaint type  Number  % upheld % partially upheld % not upheld %responded to within timescale % responded to within timescale/extension as agreed with customer Average time in working days to resolve
Total number of complaints received 144 42% 22% 36% 69% 88% 5.92
The number and percentage of stage 1 complaints received in reporting year that were closed in full within the set timescales of five working days 134 42% 20% 38% 69% 89% 4.37
 The number and percentage of stage 2 complaints received in reporting year that were closed in full within the set timescales of 20 working days 10 42% 33% 25% 69% 69% 22.6