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Housing Annual Performance Report 2019/20

Customer Landlord Relationship 2019/20

Our latest tenant’s survey took place in August 2018 using a face-to-face questionnaire. By carrying out face-to-face interviews we maximised response rates while making sure we involved a representative sample of tenants.

The response from tenants was very positive, especially in areas such as:

  • being kept informed
  • opportunities for participation
  • increased satisfaction with the quality of housing
  • the management of their neighbourhood


The percentage of tenants who are satisfied with the overall service provided has risen from 85.3% in 2017/18 to 91.00% in our latest survey. This also compares very favourably with the Scottish local authority average of 82.10% as shown below.

Performance Indicator 2017/18 2018/19 2019/20 LA Average NLC performance direction
Percentage of tenants satisfied with the overall service 85.30% 91.00% 91.00% 82.10% Improved
Percentage of tenants who feel their landlord is good at keeping them informed about services and decisions 84.00% 92.50% 92.50% 85.90% Improved  
Percentage of tenants satisfied with opportunities to participate in landlords decision making process 68% 92.50% 92.50% 79.40% Improved
Percentage of complaints responded to within timescale (Average of stage 1 and 2) 97.90% 98.30% 99.71% 96.4%   Improved  
Complaints stage 1 -Average time to respond (new indicator)   n/a n/a 4.65 working days 7.2 working days n/a
Complaints stage 2 -Average time to respond (new indicator)   n/a n/a 16.04 working days 21.5 working days n/a

New indicators have been added to the updated Charter and this year for the first time we reported on the average number of days to respond to complaints.

Our performance compares favourably to the Scottish Local Authority average and falls within the required SPSO target of 5 working days for stage 1 complaints and 20 for stage 2 complaints. We responded to 99.71% of complaints within timescale.

Complaints give us valuable information that we use to improve customer satisfaction and your feedback helps us put things right and helps us learn from mistakes. As a result of this we have seen the number of complaints made by our tenants and other customers reducing year on year.

Our actions
You said... We did...
You wanted increased localised opportunities to get involved We changed the format of our annual tenant conference to deliver two events, and launched more locality based events e.g. conversation cafes and pop up events  
You wanted more meaningful consultation   We involved tenants to co-produce the Tenant Participation Strategy and supported the introduction of the new Ambitions Sub Group
You wanted to be more involved in decision making We have increased the numbers of individuals getting involved in tenant participation, who are able to participate in a wide range of scrutiny topics carried out with noticeable impacts  

Impact of Covid-19

Whilst we can’t hold our usual forms of consultation or meet face to face, the Tenant Participation Team are still here to support existing groups with advice and support. We are also still able to deal with enquiries for anyone thinking about setting up a tenants and residents association.

You can request a virtual meeting with one of our Tenant Participation Officers via Zoom, Microsoft Teams or Skype. Since April we have been meeting with the North Lanarkshire Federation via Zoom to ensure their business plan and the Tenant Participation Strategy Action Plan are being progressed. We have also supported the North Lanarkshire Federation to host their first ever virtual ‘Food for Thought’ sessions on the Community Safety Strategy and the new Local Housing Strategy. Both session were very well received with more sessions plan for the future

We want to make ourselves as accessible as possible during these challenging times. We are always happy to answer questions you may have and to hear your views on what matters most to you within your community. In addition to virtual meetings we can be contacted through various channels including telephone, email, text message, Facebook Messenger or WhatsApp.


Page last updated:
21 Dec 2020

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