Housing Charter Report Card – How we did in 2020/21

We have produced a Report Card which lets you know how our Housing services performed last year against the standards set by the Scottish Housing Regulator in the Scottish Social Housing Charter.

The Report Card was prepared after consultation with our Tenants Steering Group to ensure we have reported the performance our tenants think is most important. The Report Card is available on our website.


Scottish Social Housing Charter Review -Consultation Events

Scottish Government recently launched the Scottish Social Housing Charter Review consultation.

This consultation seeks views on the Scottish Social Housing Charter. The Charter was introduced by the Housing (Scotland) Act 2010, which requires Ministers to set standards and outcomes that social landlords should be achieving for tenants and other customers through their housing activities. It also requires Ministers to review the Charter standards and outcomes from time to time with the last review being undertaken in 2016.

Read the consultation paper here.

Alongside the consultation Scottish Government is also inviting social housing tenants and staff to attend a series of virtual events taking place during June and July. At the event, you will have the chance to take part in conversations with other tenants or staff, and share your experiences with us in more depth.

These events will be hosted by the Tenants Information Service (TIS) or Tenant Participation Advisory Service Scotland (TPAS). More information can be found at the  of the consultation events website.

Please see the consultation hub to view all open consultations

How We Did Last Year -Charter Report Card

Each year we provide a wide range of information about Housing performance to the Scottish Housing Regulator for the Scottish Social Housing Charter.

We have prepared our latest Charter Report Card working in partnership with our Tenants Steering Group, and the information is grouped into the areas which are contained in the Charter. This year we have been unable to consult with our tenant representatives in person, but they have contributed digitally to the design of our report card, and we thank them for their involvement.

The Report Card is available online and shows what performance our tenants think is most important.

We haven’t included details on all the Charter outcomes and indicators but you can find these on the Scottish Housing Regulator’s website

2019/20 Landlord Data Now Available on Regulator’s Website

The Scottish Housing Regulator has published the latest data received from Scottish social landlords, including ourselves.

This includes:

  • National analysis
  • Performance information – including landlord reports, a comparison tool and live data tables

This year, the comparison tool has been enhanced to make it more accessible and easier to use for people using different devices and assistive technologies such as laptops, mobile phones, tablets and screen readers.

Our Customer Satisfaction Survey 2020 is Coming Soon…

We want to make sure we provide good quality services to our customers.  Delivering a service that makes a positive impact starts with understanding what good service is from the customer’s point of view. What we do, how we do it, how well it’s done and being consistent are all fundamental to keeping customers happy.

Our Customer Satisfaction Survey will take place between August and September 2020. It’s the first large survey we’ve done since 2019, and we’re excited to know what our customers think. We’ve commissioned experienced and independent surveying company Research Resource who will be calling a random selection of 1000 of our tenants. The survey will be by telephone this year, because of the COVID-19 pandemic.

The survey will take place between 1 August and 12 September 2020. It is completely confidential, and all information supplied will be anonymised by Research Resource unless you tell them you want us to contact you about anything. 

We always use survey results to inform how we improve our services, so the results are extremely important. We would encourage any tenant who gets the call to take part, and we thank everyone who takes the time to respond. 

Talk to Us About Performance – Online!

If you answered our Tenant Involvement Survey, you’ll be interested to know what we found.

Some of the key messages we got from the survey were:

  • tenants were keen to know more about how we spend their rent money and how we perform
  • they also wanted us to listen to tenants more and have more online events

So, for the first time, we will hold an online meeting about our performance in the last year. Don’t miss this chance find out more and get involved from the comfort of your own home.

We will explain how we have performed in areas such as

  • the time taken to re-let properties,
  • rent arrears, and
  • the length of time taken to complete repairs.

We will send more information before the meeting so that participants can send in any questions in advance to shape the discussion on the day. Don’t be nervous, you won’t have to speak if you don’t want to, you can type in questions during the meeting or just listen and get back to us with your thoughts and comment later.

If you would like to take part please email cldcarnoustie@angus.gov.uk

Places are limited so best to book early!

Our Plans to Increase Affordable Housing in Angus

Our aspiring Strategic Housing Investment Plan (SHIP) was approved by Councillors last week.

The SHIP was developed in partnership with Housing Associations and the Angus Health and Social Care Partnership, along with our own planning and property services sections. The main purpose of the Plan is to set out the investment priorities for affordable housing over a five year period.

The SHIP makes sure we and our partners deliver housing which meets the needs of the local community and informs Scottish Government investment decisions. It includes affordable housing supply through new build, replacement, renovation and re-modelling.

We and our partners aim to deliver 120 new affordable homes each year, significantly increasing development over the lifetime of the LHS and beyond. This target was exceeded in 2018/19 with 128 units delivered across Angus. Up to the end of August 2019, 38 units have been completed, and it’s likely that the target of 120 units will be exceeded again this year.

Funding for affordable housing has been increased in recent years to meet the national target of 50,000 affordable homes within the lifetime of the current Scottish parliament. Our SHIP estimates that around 510 units could be delivered in the period to 2024/25, with the Council set to deliver around 272 of those homes.

Our Housing Performance Report 2018 – 19

We have produced a Report Card which lets you know how our Housing services performed last year against the standards set by the Scottish Housing Regulator in the Scottish Social Housing Charter.


The Report Card was prepared after consultation with our Tenants Steering Group to ensure we have reported the performance our tenants think is most important.

The Report Card is available on the our website now.

Our Annual Assurance Statement for 2019/20

Under the Regulatory Framework, we must submit an Annual Assurance Statement to the Scottish Housing Regulator by 31 October every year. We also must publish it so tenants and service users can see it.

Our statement was approved at Communities Committee this week and states that the Committee, which is our governing body, is assured we meet all statutory requirements.



New Repairs Satisfaction Survey

Tenats Satisafaction feedback

We have asked Edinburgh-based company Knowledge Partnership to carry out another Repairs Satisfaction Survey. The telephone survey will be similar to the one carried out in 2017-18, although will only run for 6 months. If you have a repair completed between April and September 2019, you could be contacted by Knowledge Partnership for your views. We would very much appreciate your participation in this survey if you are contacted, as we look to make improvements in our repairs contracts for the future.

The first telephone calls will be made after 8 May 2019 for those tenants who have had repairs completed in April 2019. The survey will only take a few minutes to complete.

Your views are very important to us and we are committed to listening and using your feedback to continuously improve what we do.

Please help us to improve our services 

by taking part in this survey.