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The Scottish Social Housing Charter and Scottish Housing Regulator

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 8 February and became effective from 1 April 2017.

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 the Scottish Social Housing Charter website .

Annual housing services performance report to tenants

Local Authorities and Housing Association's across Scotland are required to publish a report of their performance by no later than 31 October each year.

The Annual Performance Reports to Tenants (PDF 380Kb) is designed to keep tenants, service users and other customers of East Ayrshire Council's Housing Service informed of our performance and how we are progressing towards meeting the outcomes of the Scottish Social Housing Charter.

East Ayrshire Council, in conjunction with tenant representatives and the East Ayrshire Federation of Tenants and Residents have developed the latest Annual Performance Reports to Tenants. This publication provides a range of useful performance information and allows our tenants and customers compare our performance against other similar sized local authorities. A more detailed Annual Performance Report (PDF 554Kb), which contains comparisons with similar sized local authorities and scottish average figures compliments the tenants report.

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


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.

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 it is to be 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 Home Owner's Housing Panel .

Our complaints, comments and suggestions page gives further detailed information about the Council's complaints procedure and contact details for these other bodies.

If, as a Council tenant, you have concerns about our performance, this can be raised with the Scottish Housing Regulator (SHR) as a Serious Performance Failure. The SHR's Significant Performance Failures website explains more about this process.

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 well-being * 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 East Ayrshire Council's Charter data by visiting the Scottish Housing Regulator's website.

The Regulatory Framework for each engagement plan produced by social landlords is now live. View the engagement plan on the Scottish Housing Regulator's website.

Contact Information

Housing Customer Liaison
Civic Centre North
John Dickie Street
East Ayrshire
Telephone: 01563 554400