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The latest report from our Tenant Scrutiny Group is now available, focusing on our day-to-day Repairs Service.
The Tenant Scrutiny Group at WSHA is well-established, consisting of current WSHA tenants who undertake independent review of the performance and services offered by WSHA, and make recommendations as to how services may be improved based on their findings. At West of Scotland Housing Association we think we make better decisions when we make them alongside our tenants, and are fully supportive of the work of our tenant scrutiny group.
In 2024, the group undertook a review of WSHA’s day-to-day repairs service. As identified in 2024’s Tenant Satisfaction Survey (see article in latest Westworld, here) the repairs service is an area of our business that is underperforming when compared to peer landlords and in terms of customer satisfaction. We are proactive in improving this and will be including improving the repairs service as a Key Business Objective in our Business Plan for 2025/26. The Tenant Scrutiny Group’s report will be instrumental in helping identify and confirm actions we can take to move forward.
The Tenant Scrutiny Group said of the latest report:
‘This has been the most challenging exercise we have undertaken to date, such is the breadth of the service. We have looked at many different parts of the service and identified areas where we think that the Association may want to consider some changes to deliver better outcomes to tenants. As a Group we have learned a lot about the repairs service over the last 10 months and are grateful to the staff who took their time to speak with us, and to complete our surveys which helped us better understand the challenges they face. We are also grateful to the tenants we spoke with as part of our review.’
You can read the Tenant Scrutiny Report 2024 in full here.