Welcome to our
13th annual customer report
Our peer group
Our peer group is made up of the following social landlords:
“This report is about being open with you about how
we’re doing. It shows how we performed in 2025-26
and what we’re doing to improve.
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7
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6
7
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3
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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
Riverside Scotland
Loreburn Housing Association
Wheatley Homes Glasgow
ng homes
Sanctuary Scotland
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2
3
3
4
5
6
7
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Value for money
Our performance
Report summary
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It also shows the significant investment we have made in customer's homes and neighbourhoods, delivered thousands of repairs and built new affordable homes.
There are areas where our performance is strong and others where we know we need to do better. We are continuing to focus on the experience customers have when they contact us or need a service from us.
Thank you to everyone who has shared feedback, taken part in customer groups or helped us understand what needs to change. Your input has made a direct impact on what improvements we have made.”
Bryony Willett
Director of Scotland
Our customer Viewpoint
Group wants us to compare ourselves against similar
landlords rather than the average
of all housing associations that
we report on to the SHR.
Similar landlords
We also carry out customer satisfaction surveys every three years. Our last one was in 2023
with 902 customers interviewed. Our next one will be completed
by the end of 2026.
Customer survey
We report to the Scottish Housing Regulator (SHR) against several measures in the Scottish Social Housing Charter (the Charter) annually, such as repair times.
Measured every year
Click to hear Bryony's message
Where we need to do better
We took longer to complete repairs than last year. We know this impacts your daily life, and we are taking action to improve.
Some of what we delivered for customers and their homes in 2025/26
Our year in numbers
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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Value for money
Our performance
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158
new homes built
£19.8m
invested in
building new
affordable homes
£4.7m
invested in improving customer’s homes
98%
repairs completed right first time
22,334
repairs completed
1 hour
2 hours
3 hours
4 hours
5 hours
Last year
(2024/25)
This year
(2025/26)
Similar landlords
3.8 hours
3.7 hours
2.6 hours
Average time to complete emergency repairs
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Our performance
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“We want every customer to feel safe, comfortable and happy in their home, and confident in the services we provide. We know we're getting some things right, but there are areas we need to do better. We're listening to your feedback and using it to make improvements to your homes and the services you receive.”
How we performed
Customer satisfaction
Your satisfaction helps us understand how well we're meeting your needs and where we need to improve.
What this means
We are doing well in keeping our customers informed, which is important to us at Home Group. We are doing better than other landlords and we will continue to make improvements when we can.
93.57%
Most recent
survey 2023
91.7%
Previous
survey 2020
88.72%
Similar landlords
2025
Percentage of tenants who feel their landlord is good at keeping them informed
What this means
Overall satisfaction was lower than similar landlords and fell from the previous survey.
What we're doing
Over the last three years, we've been working through an action plan to improve customers' experience. This includes investing almost £4m to make homes warmer and making it easier for customers to contact their Housing Manager.
83.98%
Similar landlords
2025
80.02%
Previous
survey 2020
76.61%
Most recent
survey 2023
Percentage of customers satisfied with our overall service
What we're doing
We are continuing to invest in our neighbourhoods and communities by working with local partners to keep places clean safe and well maintained. We are also doing more to listen to customers about what improvements they want to see in their area. We have used our Customer Promise Assessments to develop local plans for blocks and neighbourhoods facing challenges. Improvements included installing CCTV and safer front doors.
Getting homes ready for new customers
When a customer moves out, we carry out any repairs and improvements needed to get the home ready for someone new to move in.
Time
What this means
We took longer to complete repairs than last year. We completed well on routine repairs compared to similar landlords and similar on emergency repairs.
Why it matters
The quicker we complete repairs, the sooner we can make your home feel safe and reduce disruption for you.
Similar landlords
Last year
(2024/25)
This year
(2025/26)
2 hours
4 hours
6 hours
8 hours
10 hours
Time
9.5 hours
6 hours
7.8 hours
Average time to complete routine repairs
What this means
We completed more repairs right first time than last year
and performed better than similar landlords.
Why it matters
Getting repairs right first time means fewer repeat visits and less disruption for you.
Similar landlords
Last year
(2024/25)
This year
(2025/26)
20%
40%
60%
80%
100%
Percentage
97.2%
95.7%
98%
Percentage of reactive repairs completed right first time
What this means
More customers were satisfied with the quality of their home than the previous survey, we were also scoring higher than similar landlords.
82.4%
Similar landlords
2025
84.2%
Previous
survey 2020
85.9%
Most recent
survey 2023
Percentage of customers satisfied with the quality of their home
What this means
Customers are mostly satisfied with their neighbourhood, but we are lower than similar landlords.
What we're doing
A safe, well-maintained home and neighbourhood help you and your family enjoy the area that you live in.
86.4%
Similar landlords
2025
83.9%
Previous
survey 2020
85.5%
Most recent
survey 2023
Percentage of customers satisfied with how we manage their neighbourhood
What this means
We are quicker than last year at getting new people into
our homes after previous tenants have moved out.
Why it matters
Reducing the time homes are empty means new people waiting can move into a safe, comfortable home sooner. It also helps us reduce the time homes are left empty, so more people can get the housing they need.
Similar landlords
Last year
(2024/25)
This year
(2025/26)
20 days
25 days
30 days
35 days
40 days
Days
26.3 days
35.8 days
30 days
Average time to get empty homes ready for new customers
Neighbourhood and community
We want you to feel safe and settled in your community. Here’s how we’re doing
on antisocial behaviour and what customers have told us about where they live.
5.8 days
faster than
last year
Repairs
When something goes wrong in your home, getting it fixed quickly and properly matters.
Here is how our repairs service performed this year.
What this means
Satisfaction with our repairs service fell since our previous survey and
was lower than similar landlords.
What we're doing
We know how important communication is during a repair. We want to make sure you always know what will happen next, so this year we focussed on offering more repair appointments, making sure this appointment is kept and completing repairs right first time.
86.5%
Similar landlords
2025
79.7%
Previous
survey 2020
74.7%
Most recent
survey 2023
What this means
We received fewer ASB cases than last year.
Why it matters
Tackling antisocial behaviour helps keep your neighbourhood safe, reduces disruptions and makes sure our communities are places where people feel comfortable living.
Similar landlords
Last year
(2024/25)
This year
(2025/26)
2
4
6
8
10
Number of cases per 100 homes
8.8 cases
4.8 cases
4.4 cases
Around 8% fewer cases than last year
Antisocial behaviour (ASB)
What we're doing
While our repair times have gotten slower, we have improved on the overall customer experience by making sure that the repair work is completed right first time. We want to make sure that we get things right for customers over speed, so this year we have not invested time in being faster, but better.
Percentage of customers satisfied with our repairs service
2.3% improvement on last year
1 hour slower than last year but less than other landlords
Bryony Willett
Director of Scotland
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Value for money
Value for money isn’t just about how much you pay in rent. Customers told us that the quality of our service, affordability and how long they wait for services all matter.
Total income £33.9m
Total out £33.8m
Where does your money go?
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 2025/26, we made a surplus of £7.5 million.
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Value for money
Our performance
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Management overheads £2.5m
Rates, utilities and insurance £0.7m
Other costs £0.9m
Interest on borrowings £4.9m
Depreciation of homes £5.9m
Surplus to be invested £7.5m
Responsive repairs £4.7m
Safety checks and compliance £1.5m
Planned maintenance and building safety works £1.4m
Cleaning and gardening £1.1m
Salaries £2.7m
Other income £0.2m
Grants for adaptions £0.3m
Service charges £2.5m
Rent £30.9m
What this means
Fewer customers felt their rent represented good value for money. This was lower than the previous survey, and slightly lower than similar landlords.
What we're doing
Our focus is on using our resources to improve homes as we know quality is what matters to customers. This year we spent 10 times the amount as last year on energy efficiency improvements to keep fuel bills low. We are also reviewing our service charges to keep them as low as possible for customers
77.7%
Similar landlords
2025
79.8%
Previous
survey 2020
75.1%
Most recent
survey 2023
Percentage of customers felt their rent was good value
What we've delivered
6 of 7
5 of 7
4 of 7
Upgraded electrics or lighting in
209
homes
3 of 7
Replaced
42
bathrooms, and
79
kitchens
2 of 7
Built
158
new homes for social rent
1 of 7
Carried out
22,334 repairs
Replaced doors and windows in
553
homes
7 of 7
Completed required safety checks on over
8,000
homes
Replaced
553
boilers
said time waited for services
15%
said rent affordability
23%
said quality of services
38%
Building new affordable homes
We invested
£19.8m
last year
Improvements to customers’ homes
We invested
£4.7m
last year
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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Home Group Scotland (registered society No.1935R(S). Scottish Charity No.SC005247). Property Factor ID: PF000277. Scottish letting agent registration No.LARN1907024.
Information included is correct at the time of publishing (October 2026).
