Housing annual performance report 2024/2025

Customer landlord relationship 2024/2025

We conduct a tenant satisfaction survey every two to three years through an independent market research company. The most recent survey was carried out in 2023 through face-to-face interviews, and the feedback remained very positive, especially regarding:

Being kept informed
Opportunities for participation

A new procurement process will be initiated in 2025/26 to appoint a provider for the next survey.

Customer satisfaction

Overall tenant satisfaction rose from 81.2% to 86.6%, surpassing the Scottish average of 80.7% for 2024/25.
We exceeded both local targets and the national average across all customer service indicators.
Repairs and maintenance satisfaction reached its highest level in three years.

We remain committed to delivering high-quality services and continuously improving based on tenant feedback.

Customer satisfaction	2022/23	2023/24	2024/25	Target	Local authority average
% of tenants satisfied with the overall service provided by their landlord	81.2%	86.6%	86.6%	85%	80.7%
% of tenants who feel their landlord is good at keeping them informed about their services and decisions	92.6%	95.8%	95.8%	85%	80.5%
% of tenants satisfied with the opportunities given to them to participate in their landlord's decision-making processes	96.8%	96.8%	96.8%	80%	76%
% of existing tenants satisfied with the quality of their home	87.1%	87.3%	87.3%	85%	78.9%
% of tenants who have had repairs or maintenance carried out in last 12 months satisfied with the service	94.8%	93.7%	96.2%	90%	85%
% of tenants satisfied wit the landlords contribution to the management of the neighbourhood they live in	88.4%	91.3%	91.3%	85%	77.4%

Customer complaints	2022/23	2023/24	2024/25	Target	Local authority average
% of complaints responded to in full at stage 1	98.4%	100%	91.62%	-	95.9%
% of complaints responded to in full at stage 2	92.2%	96.9%	96.6%	-	86.5%
Average time in working days for a full response at stage 1	4.4	4.6	4.9	5	8.1
Average time in working days for a full response at stage 2	13.9	15.5	13.3	20	27.1

Complaints and feedback

Complaints are a valuable source of insight, helping us:

enhance customer satisfaction
address issues effectively
learn and improve our services

We continue to offer our comments, compliments, and complaints system online, making it easier for service users to engage with us.

We continue to respond to all our complaints well within the targets set by the SPSO.

Tenant Participation: Annual Progress and Strategic Developments

Tenant participation continues to flourish, with 2024 marked by strong engagement, empowerment, and strategic progress.

Strategic highlights

New Strategy Co-Produced: Tenants played a central role in developing the Tenant Participation Strategy 2025–2030: For Tenants, By Tenants, launched at the Annual Tenants’ Conference in November.
Review of Current Strategy: As Involving Tenants, Improving Services (2020–2025) nears completion, both annual and full-term reviews show consistent improvements in participation and service delivery.

Key milestones in 2024

Growth in Tenants’ Groups: Active groups increased from 34 to 41, with greater inclusion of underrepresented communities.
Successful Funding:
- Birkshaw, Cambusnethan, and Langloan groups secured £21,000 in total.
- Funded initiatives included:
  - Healthy cooking classes
  - Parents and toddlers group
  - Cultural youth programme
Record Engagement:
- Highest-ever attendance at both North Lanarkshire Council and Federation Annual Tenants’ Conferences
- Feedback was overwhelmingly positive
Award-Winning Collaboration:
- Supported the Driving Digitally Locally initiative
- Promoted intergenerational digital learning between retirement housing tenants and local schools

Flagship event: Annual Tenants’ Conference

Held on 16 November 2024 at Riverbank Community Hub under the theme Working Together
Activities included:
- Contributions to the First Stop Shop review
- Presentations from housing staff
- Access to essential service information
Achieved record attendance and excellent feedback

Looking ahead

This year's Annual Tenants’ Conference will be held on 1 November 2025 at Chryston Community Hub

Page last updated:
24 Oct 2025

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