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.

The first Charter came into effect on 1 April 2012 and was reviewed during 2016. This revised Charter was approved on 5 October 2022 and became effective from 1 November 2022. 

The Charter will help to improve the quality and value of services that social landlords provide for their tenants and other customers.

For more information on the Charter please visit Scottish Government: Scottish Social Housing Charter.

Annual housing services performance report to tenants

Local authorities and housing associations across Scotland are required to publish a report of their performance by no later than 31 October each year.

The Annual Performance Report to Tenants (PDF 632Kb) is designed to keep tenants, service users and other customers of our Housing Service informed of our performance and how we are progressing towards meeting the outcomes of the Scottish Social Housing Charter.

The Annual Performance Report to Tenants is developed by East Ayrshire Council, together with tenant representatives and the East Ayrshire Federation of Tenants and Residents.

Detailed annual performance report

The Detailed Annual Performance Report (PDF 469Kb) compliments the report to tenants, and allows our tenants and customers compare our performance against other similar sized local authorities and view the Scottish average figures.

This report takes account of best practice and the content has been developed and agreed in consultation with the East Ayrshire Federation.

Paper copies can be provided on request.

Feedback

We welcome your views on the report.

If there is anything you would like to see in future performance reports please let us know by contacting the Customer Liaison Team.

You can provide feedback by filling in the online survey below:

Annual Performance Report to Tenants Online Survey

Complaints and significant performance failures

If you wish to make a complaint, in the first instance, please speak to a Housing Services staff member, who will try to resolve this for you.

If they cannot resolve this, they will advise you if this has been passed to a more senior staff member or another office. You should receive a response within five working days. If it will take longer than this, we will advise you of when you should receive a response.

If you are not happy with this response, you can request an investigation of your complaint. You should advise us clearly of the reasons why you remain dissatisfied. We will acknowledge your complaint, and a response should be sent within twenty working days by the Head of Housing and Communities. If it will take longer than this, we will advise you of when you should receive a response.

If you remain dissatisfied with this response, you have the right to contact the Scottish Public Services Ombudsman (SPSO), for an independent review of your case. If your complaint is about property factoring, you may contact the Homeowner Housing Panel.

Our comments, suggestions and complaints page gives further details about our complaints procedure and contact details for these organisations.

As a Council tenant, if you have concerns about our performance this can be raised with the Scottish Housing Regulator (SHR) as a Serious Performance Failure.

To find out more about this process please visit Scottish Housing Regulator: Significant Performance Failures.

Scottish housing regulator

The Scottish Housing Regulator (SHR) is the independent regulator of Registered Social Landlord’s (RSLs) and local authority housing services in Scotland. 

They were established on 1 April 2011 under the Housing (Scotland) Act 2010 and have one statutory objective, to:

Safeguard and promote the interests of current and future tenants of social landlords, people who are or may become homeless, and people who use housing services provided by registered social landlords (RSLs) and local authorities." 

The Scottish Housing Regulator regulates social landlords to protect the interests of people who receive services from them. We do this by assessing and reporting on:

  • how social landlords are performing their housing services
  • RSLs financial wellbeing
  • RSLs standards of governance

For more information visit the Scottish Housing Regulator website. 

Landlord reports

Each year the Scottish Housing Regulator publishes information to allow tenants, homeless people, other service users, other landlords, funders and policy makers to understand and compare landlords performance in achieving the Charter Outcomes and Standards.

This helps tenants to hold their landlords to account and service users and other groups to understand the performance of social landlords.

You can view our Charter data by visiting Scottish Housing Regulator: Landlord Performance.

The Regulatory Framework for each engagement plan produced by social landlords can be found at Scottish Housing Regulator: Engagement Plans.

Contact Information

 

Customer Liaison Team
Civic Centre North
John Dickie Street
Kilmarnock
KA1 1HW
Mobile: 07786 661223