Housing Performance

The Scottish Housing Regulator (SHR) regulates registered social landlords (RSLs) and local authority housing and homelessness services to protect the interests of:

  • tenants and their families
  • people who are homeless
  • owners who receive services from social landlords
  • Gypsy travellers who use official sites

To find out more about how the Scottish Housing Regulator regulates and monitors social landlords' performance you can visit the for tenants section of their website. A short video explaining more about what they do is also available on the website. Video: About the Scottish Housing Regulator.

The Scottish Housing Regulator works directly with tenants and other service users via their National Panel. Membership is open to all users of social landlord services, and the regulator is keen to include as diverse a mix of people as possible. You can sign up here.

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. Performance against these outcomes and standards is measured via our Annual Return on the Charter which we are required to submit to the regulator by 31st May each year.

A summary report on our Charter performance is publish in August each year. To view how well we have performed you can use the Comparison tool which is available on the Scottish Housing Regulator’s website. This tool allows you to compare performance against the previous year, make comparisons against different landlords and the Scottish National average.

We must provide the Scottish Housing Regulator with assurance that we are meeting our regulatory requirements and the standards and outcomes set out in the Scottish Social Housing charter. We must submit our Annual Assurance Statement by 31 October each year. A copy of our latest Annual Assurance statement is available to view on the SHR website.

The Scottish Housing Regulator uses the information provided in the Annual Return on the Charter and Annual Assurance Statement to assess how well landlord’s are performing and improve services for tenants and service users. Information on how they plan to work with each landlord is published via Engagement Plans.

A copy of our latest Engagement Plan is available here.

Our Landlord Report on the Charter performance is published by the end of October every year.

Copies of our Landlord Reports are available below:

Landlord Report to Tennants 2023
PDF file, 240.8 KB
Landlord Report to Tenants 2023
PDF file, 170.1 KB
Landlord Report to Tenants 2022
DOCX file, 306.7 KB
Landlord Report to Tenants 2020
PDF file, 169 KB
Landlord Report to Tenants 2019
PDF file, 213.1 KB
Landlord Report to Tenants 2018
PDF file, 410 KB
Landlord Report to Tenants 2017
PDF file, 673 KB
Landlord Report to Tenants 2016
PDF file, 2.2 MB
Landlord Report to Tenants 2015
PDF file, 2.8 MB
Landlord Report to Tenants 2014
PDF file, 1.9 MB

Tenant Satisfaction Survey

We carry out large-scale tenant satisfaction surveys regularly, to find out how satisfied you are with the service we provide. The most recent survey was carried out in January 2022, by a company called Research Resource. The results of this are published below:

Tenant Satisfaction Survey 2021
DOCX file, 1.3 MB

How you can help improve your housing service

You can help improve your Housing Service by sharing your ideas and experiences with us. If you would like to know more and get involved visit our Community Engagement webpage or contact your local Advice and Support Hub

Complaints and Significant Performance Failures

We are committed to providing high quality customer service but if something goes wrong and you are dissatisfied with our service please let us know. For more information on how to make a complaint please visit the Falkirk Council Complaints page of our website.

You can also report significant performance failures to the Scottish Housing Regulator. A fact sheet about how to make a complaint or raise a serious concern about a social landlord is provided by the Scottish Housing Regulator. A short video explaining what issues can be brought to the attention of the regulator is available on their website. Video: How to raise a concern about a social landlord.