The Association carries out a tenants satisfaction survey every 3 years to find out how we are performing and to identify areas where we can improve our service to tenants. We report these results in our Annual Return on the Charter to the Scottish Housing Regulator and this forms part of our Landlord Report. 

Research Resource  were commissioned to conduct our survey which was completed over January & February 2023. We were delighted that 517 (63%) tenants took the time to complete the survey and we would like to thank those that took part. 

The results of the 2023 survey reveal that, in general, the Association is performing to a high standard. The following points show the key findings of the survey:

  • Overall satisfaction with the Association as a landlord is very high with 91% of tenants being either very or fairly satisfied.  The proportion of respondents very or fairly satisfied with the overall service provided by their landlord has decreased by 3 percentage points from 94% in 2020.
  • The vast majority of tenants were either very or fairly satisfied with the Association with regard to keeping them informed (98%). This has not changed significantly since 2020 (99%) 
  • In terms of participation opportunities, the majority of tenants who had a view were satisfied in this respect (97%). Again this has seen no significant change compared to the 2020 survey (96%).
  • 90% of respondents who had a repair carried out in the last 12 months were very or fairly satisfied with the service that they received (94% in 2020).
  • Tenant opinion on customer care was high with 89% of tenants who had contacted the Association in the last 12 months stating they were very or fairly satisfied with the customer care they received.
  • Of those who have had repairs completed over the last 12 months, 90% said they were satisfied with the repairs and maintenance service they received (94% in 2020). When asked about the various aspects of the service tenants noted they were most satisfied with the attitude of the tradesmen and the tidiness of the contractor (both 97%) and least satisfied with the length of time taken to undertake repairs (84%).
  • Just under 9 in 10 respondents were very or fairly satisfied with the quality of their home (87%). However, area based analysis indicates that tenants living in Cambuslang were more likely to be very satisfied in this respect (58%) than those who lived in Rutherglen (38%).
  • The proportion of respondents very or fairly satisfied with the Association’s management of the neighbourhood has remained consistent with the 2020 survey with 96% being satisfied in this respect in 2020 compared to 94% of tenants in 2023. Analysis by area reveals that respondents residing in Cambuslang were more likely to be very or fairly satisfied with the Association’s contribution to the management of the neighbourhood they live in (63%) than those who lived in Rutherglen (40%).
  • Finally, with regard to rents and financial management, tenants were positive about the value for money their rent represents (82% stated that their rent represented good value for money). This is consistent with the 2020 survey where 83% had this opinion on value for money.