Annual Report, Landlord Report and Corporate Plan Financial statements View View The Scottish Housing Regulator We're committed We are committed to regularly checking and monitoring our performance so that we can continue to improve all parts of our business for our customers. View A customer service agent with a phone headset, sat at their desk.

Let’s Talk Performance…

We are currently working with customers to review our Customer Offer and associated Service Standards, and to find out what performance information they would like to see on a regular basis. In the interim, we are providing these key performance indicators, on a quarterly basis, alongside some information about what we are doing to drive improvements.

The figures below are taken from 31 December 2025 and the arrows show how we’re doing compared with the previous quarter.

69.7%
Overall satisfaction

9.1
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Net Easy Score (NES)

10 minute 50 seconds

Call waiting times

72.0%
Satisfaction with well maintained homes

70.2%
Satisfaction with latest repair

40.9%
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Percentage of appointments kept

76.2%
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Reactive repairs completed right first time

48
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Total number of complaints received

60.2%
Satisfaction with complaints handling

59.0%
Satisfaction with listening to views and acting on them

61.1%
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Satisfaction with opportunities to participate in landlord decision making