2023/24 Performance figures

A maintenance person carrying a tool bag and a drill standing in front of a Sanctuary Scotland maintenance vanA maintenance person carrying a tool bag and a drill standing in front of a Sanctuary Scotland maintenance van

Each year we share how we’ve performed with the Scottish Housing Regulator. Some of the key indicators are summarised below.

Performance Indicator	Our performance (2023/24)	Scottish average (2023/24)	Our performance (2022/23)
% of stock meeting the Scottish Housing Quality Standard at the end of the reporting year	83.8	84.4	79.3
Average length of time to complete emergency repairs (hours)	9.6	4.0	5.5
Average working days to complete non-emergency repairs	18.2	9.0	11.6
% of reactive repairs completed first time	73.6	88.4	90.4
% of tenants who have had repairs or maintenance carried out satisfied with our repairs and maintenance service	82.5	87.3	83.3
% of all stage 1 complaints responded in full	98.7	96.7	98.5
% of anti-social behaviour cases resolved	98.3	94.3	83.8
Average time to re-let properties (days)	31.6	56.7	39.5
% of rent due lost through properties being empty	0.8	1.4	0.7
Rent collected from current and former tenants as a % of total rent due for current tenants	100.7	99.4	98.7
Gross rent arrears (all tenants) at 31 March as a % of rent due for the reporting year	6.0	6.7	7.2
% Rent increase	5.8	6.1	6.0

We also shared the results from our Tenant Satisfaction Survey, which we carry out every three years.

The tenant satisfaction figures that we shared with the regulator this year refer to our 2021 survey. These are shown below.

We have recently carried out our 2024 tenant satisfaction survey and are looking forward to sharing the results very soon.

Tenant satisfaction indicator	2021 survey result	Scottish Average (2023/24)
% of tenants satisfied with our overall service	70.6	86.5
% of tenants who feel we are good at keeping them informed about our services and decisions	79.3	90.5
% of tenants satisfied with the opportunities given to participate in our decision-making processes	89.8	87.7
% of tenants satisfied with the quality of their home	76.3	84.0
% of tenants satisfied with our management of their neighbourhood	75.0	84.7
% of tenants who feel their rent is good value for money	65.4	81.6

Our National Resident Review Panel takes an in-depth look at our performance from a customer’s viewpoint to hold us to account. We work with them and use their feedback to shape our review programme for the year ahead. Learn more about our NRRP, including details on how you can get involved, on the dedicated section of our website.

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Explore the report

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Your Home

This year we’ve invested more than £6 million to improve our residents’ homes. This includes upgrading heating systems and replacing kitchens and bathrooms.

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Your Services

Our teams have been hard at work supporting residents across Scotland, adding value beyond what people might expect from their landlord.

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We want to help build customer resilience and connection in communities, partnering with local organisations and empowering our staff to provide support.

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