Housing performance
We measure performance of the Housing Service at North Ayrshire Council.
Scottish Social Housing Charter (SSHC)
The Housing (Scotland) Act 2010 sets standards and outcomes which social landlords should aim to achieve. These are published in the Scottish Social Housing Charter. It is the landlord's duty to meet outcomes and standards and report information to tenants, homeless people and other service users
Annual Return on the Charter (ARC)
All social landlords must collect and provide the Scottish Housing Regulator (SHR) with information on their performance in achieving outcomes and standards in the Charter. The SHR uses the landlords' ARC to report on progress in achieving the Charter outcomes and standards and use this information to inform their regulatory assessments. Please read our Annual Assurance Statement and Landlord report within the Scottish Housing Regulators website.
Scottish Housing Regulator (SHR) Landlords Report
Each year the Scottish Housing Regulator publishes information which allows:
- tenants
- homeless people
- other service users
- other landlords
- Funders
- policy makers
to understand and compare landlords’ performance in achieving the Charter outcomes and standards.
Performance Matters
Our annual newsletter was developed and agreed with the North Ayrshire Network (NAN). It takes account of a wider consultation exercise with all tenants via an online survey.
Compliments and complaints
We welcome and learn from complaints and compliments about our Service. We have a corporate complaints system and capture suggestions from tenants.
Consultation with tenants
Tenant Participation gives tenants the chance to be involved in decision making relating to the Housing Service. Every three years we invite tenants to take part in a customer satisfaction questionnaire.
Feedback helps us to find out where we are not performing and helps us to fix those issues. It also provides information about areas where we meet, or exceed, expectations.
Benchmarking with other landlords
North Ayrshire Housing Service uses external benchmarking clubs. Through internal working groups we benchmark key areas such as rents and re-let times. Information sharing helps us to identify areas where we could do better and learn different approaches or solutions.