How are we doing?

Langstane Housing Association is committed to continually improving value for the rent and service charges you pay. We aim to manage our services to you efficiently and effectively by:

• minimising the time homes are empty
• managing arrears effectively
• controlling costs
• getting value out of contracts
• increasing the quality of our services at minimum extra cost to you

Read more about our Value for Money statement.

We value your feedback so please contact us to let us know what you think. Are we giving you value for money? What can we do better?

In the last quarter we housed 94 new households and agreed three mutual exchanges.

Our average time for getting a property ready for a new tenant was 57.8 days. This gives us time to:

• inspect the property
• carry out repairs
• get gas and electric checks
• produce an Energy Performance Certificate
• find a new tenant for the property

We are working hard to reduce this turn around time to save on lost rent.

We want to make sure that we are delivering high quality services and the only way we know whether we are getting things right is if you get involved and give us your views.

We currently have 367 members on our Register of Interested Tenants, Tenant Panel and Reader Panel. These are tenants who are happy to give us their views on formal consultations or looking at new documents and publications to make sure they are clear and easy to understand.

We also have a new involvement option for 'Net zero targets - climate change interest'. This is something the association will action in 2025 to involve those who are interested in climate change in our net zero plans. So far, we have two interested tenants.

We value your feedback - it really does make a difference! If you would like to join any or all of our panels, please contact us on 01224 423000, email us at info@langstane-ha.co.uk or visit the Getting Involved page for more information.

In 2025 we will be completing a full review of all panels and areas of interest so that all tenants are aware of thier involvement options and what they have agreed to get involved with.

Since July we have completed three tenant consultations. These were sent to our Register of Interested Tenants, Tenant Panel and Reader Panel along with our scrutiny group members and a sample of those on our waiting list. The consultations were, in order, our annual report questionnaire, review of our allocations policy and reader approval survey for our new annual performance report.

See below three recent publications which are also available on the website. Our next publication is the Winter Newsletter 2024 which will be published in December 2024.

• Annual Performance Report 2024

• Summer News 2024

• Financial News 2024

NETRALT meetings continue to be hybrid, meaning you can attend in either face to face or virtually. Meetings continue to be arranged at various locations as landlords are hosting meetings on a rota basis.

The group continues to meet with steady numbers of tenants, residents and landlords attending.

Complaints

Anyone can make a complaint to us, including the representative of someone who is dissatisfied with our service. We will need to have your permission to speak with anyone wishing to complain on your behalf.

You can complain in person at any of our offices, by phone, in writing, email or by completing a feedback form.

If you are not satisfied with our decision or the way we have dealt with your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to look at it. If you would like to find out more, please visit our feedback page.

Significant Performance Failures

A performance failure occurs when we fail to do something or take an action that puts tenants' interests at risk. Performance failures normally relate to legal requirements or commitments and will affect many or all of our tenants. For instance, it would be a significant performance failure if we did not consult you about the proposed rent increase.

If you spot a failure you should raise the issue with us. If we do not fix the failure within a reasonable time, you can report the failure to the Scottish Housing Regulator. For information on how to report a failure, please see the Complaints and Significant Performance Failures leaflet in the downloads menu.

The simplest way to report a significant performance failure is to complete the form on the Scottish Housing Regulator's website.