Background

Each year we report to tenants and other stakeholders on our performance in delivering the Outcomes and Standards detailed in the Scottish Social Housing Charter.

To enable us to do this, we first gather a range of information to help us assess whether or not we meet each Outcome or Standard.

We are reviewing the way we carry out that assessment and the information it contains.

With our Customer 1st guiding principles in mind, we want to Keep it Simple.  We aim to make it clear and easy to understand.

We need to include our usual facts and figures but also plan to look beyond these to tell the story of how we think we performed.

It is important that we get the approach right and so we are asking all tenants to take a few minutes to answer four simple questions.  We also welcome any other relevant feedback.

** Please note this survey is completely anonymous and we are not asking you to provide, nor seeking to capture, any of your personal information**
In last year’s Charter Report we set out some Improvement Actions to address areas where we felt we could be better or do more.  In the first part of our assessment we propose to give a brief update on each Improvement Action.

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* 1. Do you agree with the approach of focusing on improvement actions in this way?

We’d also like to include a series of simple statements to help tell our performance story.  These would include, for each Outcome:

·       a general performance summary

·       our service improvements, highlights and challenges

·       the actions taken to ensure we comply with legislation and regulatory standards.

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* 2. Is there any other information you think should be included at this stage?

Facts and figures

In the second part of the assessment we will present the results for our Key Performance Indicators.  We propose to focus on how our results for 2019/20 compare with those we achieved in the previous year.

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* 3. Do you agree this is the right approach?

For context, we’d also like to show how our figures compare with those of other landlords and national performance.  We will also provide trend information showing how our reported figures have changed over time. 

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* 4. Do you think this will provide a detailed enough picture of how our results compare more widely?

Next steps

The feedback provided through this survey will be used to help us finalise our assessment template. We will then complete our assessment by drawing together all the relevant information. 

We recognise the importance of involving tenants in preparing and scrutinising performance information.  We will share our initial assessment findings with tenants who would be happy to review and comment upon these, including our Scrutiny Panel.  If you would like to take part in this, or would like any other information about this process, please contact us.

Once the assessment is complete and finalised we will prepare our annual performance report for tenants and stakeholders, which will be published in December.

Thank you for taking time to answer these questions and give us your views.
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