The Scottish Housing Regulator (SHR) has published the landlord reports for all housing associations and local authorities. To view the Home in Scotland report in full, visit Home in Scotland Ltd
Each year, we gather information on our performance against the Scottish Social Housing Charter (also known as the Charter) which we submit to the SHR. The Regulator asks us to prepare a report for customers on how we have performed over the last year and how our performance compares to previous years and to other landlords.
This report for customers, developed with our customer group (Viewpoint team), illustrates our performance against the Charter’s outcomes and standards over the last year.
It should be noted that whilst the SHR compares our outcomes with the average of all Registered Social Landlords (RSLs), our Viewpoint team requested we assist customers in understanding our relative performance with similar landlords. They feel this is more representative as it covers all the areas we have customers in, and with organisations that more closely match our aims.
Welcome to Home Group Scotland’s twelfth annual charter report
Our peer group
Our peer group is made up of the following social landlords:
Bryony Willett
Director of Scotland
“This report allows you, our customers and stakeholders, to understand how we’ve performed in relation to the Scottish Housing Regulator’s Charter and against our peer group of similar housing associations. In 2024/25 we continued to deliver cost of living support and our full range of services to our customers across the country, and we also delivered over 450 new homes to help meet the demand for affordable homes during this national housing emergency.”
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Places for People Scotland
Link Group
Wheatley Homes East
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Abertay Housing Association
Hillcrest Housing Association
Fife Housing Group
Kingdom Housing Association
Irvine Housing Association
Loreburn Housing Association
Wheatley Homes Glasgow
ng homes
Sanctuary Scotland
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Wheatley Homes Glasgow
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Sanctuary Scotland
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Loreburn Housing Association
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Irvine Housing Association
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Kingdom Housing Association
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Fife Housing Group
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Hillcrest Housing Association
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Abertay Housing Association
Places for People Scotland
Link Group
Wheatley Homes East
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Our peer group is made up of the following social landlords:
Our peer group
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We completed our most recent customer satisfaction survey in late 2023 which saw a total of 902 customers interviewed. As the survey is required to be carried out every 3 years, comparisons to our previous performance covers the period from 2020-2023. Our next large-scale survey will take place in late 2026.
Following the 2023 survey, all staff were involved in shaping a customer satisfaction improvement plan. As a result, we have made a number of changes to how we deliver our services and we hope to see increases in satisfaction at our next large survey.
In the meantime, we have also started to carry out smaller numbers of surveys on a rolling basis each month to give us a sense of any issues earlier and to allow us to take appropriate steps to improve customer experience.
A number of the measures reported in the ARC come from the large-scale customer satisfaction surveys we are required to carry out every 3 years. Some others, such as repairs timescales are reported on each year.
Report summary
The average hours for us to complete an emergency repair sees us perform better than our entire peer group
We perform better than most Scottish landlords when it comes to the time taken for us to complete medical adaptations to customers’ homes
There has been an increase in the percentage of tenants who are satisfied with the quality of their home, and with how well we manage their neighbourhoods
The average working days it takes us to complete non-emergency repairs is down to 8.7 which means we perform better than our peers on average
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Repairs
Our performance
We are performing much better than our peers on average
and have also seen our performance improve on last year.
2 days
4 days
6 days
8 days
10 days
12 days
Home Group Scotland 2023/24
Home Group Scotland 2024/25
Peer group average
13.3 days
5.9 days
8.7 days
Average working days to complete non-emergency repairs
Our average time has increased slightly this year, as has the average for our peer group. We will perform significantly better in this area than our peer group average.
1 hour
2 hours
3 hours
4 hours
5 hours
6 hours
Home Group Scotland 2023/24
Home Group Scotland 2024/25
Peer group average
5.8 hours
2.6 hours
1.9 hours
Average hours to complete emergency repairs
We understand the impact ASB has on our customers and wider communities so we are proud to work with local partners to address this issue and perform better than our peers on average.
2%
4%
6%
8%
Home in Scotland 2023/24
Peer group average
7.5%
4.8%
Percentage of antisocial behaviour (ASB) cases per 100 homes
We are performing well ahead of our peers on average
and also improved our performance over the last year.
20%
40%
60%
80%
100%
Home Group Scotland 2023/24
Home Group Scotland 2024/25
Peer group average
80.7%
95.7%
91.2%
Percentage of reactive repairs completed right first time
Improving customer satisfaction with repairs is of key importance to us.
60%
70%
80%
90%
Home in Scotland 2022/23
Home in Scotland 2023/24
Peer group average
84.5%
79.7%
74.7%
Percentage of tenants satisfied with our repairs service
We are performing better on average than our peer
group based on our most recent survey from 2023.
70%
80%
90%
Home Group Scotland 2020/21
Home Group Scotland 2023/24
Peer group average
82.4%
84.2%
85.9%
Percentage of tenants satisfied with the quality of their home
We continue to work closely with our customer service centre and repairs delivery partners to ensure that customers are given accurate information when the repair is raised. We aim to increase the available repair appointments to ensure that more repairs are appointed when raised, and that we effectively manage customer appointments, communicating effectively at each stage of the customer journey.
We have introduced new systems to ensure better management and tracking of customer complaints and enquiries, to increase accountability of our staff, and provide richer data to drive learning from when we get it wrong. This data shows that customer satisfaction is on an increasing trend, while complaints are decreasing.
We have worked closely with Novus, who provide our repairs service in the central belt, and Dundee and Fife, to increase performance in key areas such as appointments made and kept, repairs completed within timescale, first time fix, and customer satisfaction, all of which have improved month on month over the reporting year.
Other measures
We are performing better on average than our peer
group based on our 2023 survey.
70%
80%
90%
Home Group Scotland 2020/21
Home Group Scotland 2023/24
Peer group average
80.5%
83.9%
85.5%
Percentage of tenants satisfied with management of their neighbourhood
We are performing better than the average score of
our peers based on our 2023 survey.
80%
90%
100%
Home Group Scotland 2020/21
Home Group Scotland 2023/24
Peer group average
86.6%
91.7%
93.6%
Percentage of tenants who feel their landlord is good at keeping them informed about services and decisions
Our performance has dropped in this area, and we
are slightly behind our peer group on average.
We are working on letting of all of our long-term voids to return these to the letting pool and therefore to make as many properties available to let for those on the waiting list and nominations from Local Authority partners and other third-party agencies. Maintenance and Housing work together to move properties through the relet process as quickly as possible to our relet standard.
30 days
31 days
32 days
33 days
34 days
35 days
Home Group Scotland 2023/24
Home Group Scotland 2024/25
Peer group average
34 days
33 days
36 days
Average time to re-let properties
This is an area we are always working to improve on and have implemented a number of changes since the 2023 survey based on customer feedback.
60%
70%
80%
Home Group Scotland 2022/23
Home Group Scotland 2023/24
Peer group average
77.8%
79.8%
75.1%
Percentage of tenants who feel rent for their property represents good value for money
Satisfaction in this area is not where we would like it to be and we hope through the steps taken as a result of our customer satisfaction action plan that we can see an increase in this score during our next survey.
60%
70%
80%
90%
Home Group Scotland 2022/23
Home Group Scotland 2023/24
Peer group average
83.52%
80.2%
76.6%
Percentage of tenants satisfied with the overall service
14 days
36 days
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“Customers’ overall satisfaction is not where we would like it to be, so as a result we have worked hard this year to understand the issues in more detail.
“We held pop up events in some of our communities and worked closely with both Viewpoint and the entire Scotland we offer to customers."
Bryony Willett
Director of Scotland
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Value for money
38%
said quality of services
23%
said rent affordability
15%
said time waited for services
Replaced doors and windows in
305
homes
Replaced
64
bathrooms and
159
kitchens
Built
75
new homes for social rent
Upgraded
electrics or
lighting in
452
homes
Carried out
10,457
routine and
3,983
emergency repairs
We asked our customers what was most important to them in considering whether they get value for money for their rent and service charges:
Value for money means delivering a good quality of service in the most cost-effective way.
This report shows how we have performed in a number of areas compared to our previous performance and to others.
In the last year, we have:
It is important to us that we get the balance right between improving our service quality and the cost impact of this on customers’ rent and service charges.
£32.3m in
£32.3m out
Other income £0.7m
Where does your money go?
Completed required safety checks on our
4,980
homes
Making a surplus is important as it gives us financial stability and lets us invest. All of our surplus is reinvested back into the business where it helps pay for things like this:
In 2024/25, we made a surplus of £5.5 million.
Building new affordable homes
We invested
£26.8m
last year
Improvements to customers’ homes
We invested
£3.3m
last year
Responsive repairs £5.1m
Safety checks and compliance £1.6m
Planned maintenance and building safety works £1.4m
Cleaning and gardening £1.2m
Service charges £2.2m
Management overheads £2.2m
Rates, utilities and insurance £1.5m
Other costs £1.2m
Interest on borrowings £4.9m
SFHA grants £0.1m
Salaries £2.4m
Rent £29.2m
Grants for adaptions £0.2m
Depreciation of homes £5.3m
Surplus to be invested £5.5m
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Management overheads £2.2m
Rates, utilities and insurance £1.5m
Other costs £1.2m
Interest on borrowings £4.9m
Depreciation of homes £5.3m
Surplus to be invested £5.5m
Responsive repairs £5.1m
Safety checks and compliance £1.6m
Planned maintenance and building safety works £1.4m
Cleaning and gardening £1.2m
Salaries £2.4m
Other income £0.7m
SFHA grants £0.1m
Grants for adaptions £0.2m
Service charges £2.2m
Rent £29.2m
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If you want to keep up to date with how we are performing,
you can find out more in Homelife magazine, or on our website.
If you have any feedback on what you would like to hear
more about, please contact us at
communications@homegroup.org.uk
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