Scottish Social Housing Charter: consultation analysis

Impact of the Current Charter

16. The first section of the consultation paper asked respondents their views on the impact of the current Charter. The question asked,

Q1: 'Do you think the quality of landlord services has improved because of the Charter? Please explain your answer and provide examples.'

17. Most respondents answering this question gave a definitive 'yes' or 'no' as to whether they felt the quality of landlord services has improved because of the Charter. However, a relatively small number of respondents answered 'yes' but then qualified their response. The following table differentiates between these responses. Overall, a large majority of respondents felt the Charter has contributed to improvements in landlord services (44 organisations across all sub-groups and 13 individuals), compared to only 13 – all individual tenants – who did not.

18. A total of 73 respondents across all sub-groups, opted to provide additional commentary in support of their initial response to this question.

Views on ways in which the Charter has improved the quality of landlord services

19. Overall, most respondents were positive about the contribution made by the Charter to improvements in the quality of landlord services. A few organisations also asked members to provide their views and incorporated them into their response to this question. A number of specific themes emerged across respondent sub-groups. These are outlined in the following paragraphs.

20. An improvement in tenant satisfaction levels was outlined by a minority of respondents, mostly organisations. This has included tenant participation on scrutiny panels, increased opportunities for tenants to become involved across housing services, more opportunities for tenants to provide their views and higher levels of communication from landlords. A local authority outlined a key benefit that involved tenants helping to identify where service improvements are needed and where landlords are failing; and an RSL / Representative Body noted that tenant satisfaction surveys using Charter indicators have helped to identify areas for improvement. The pandemic has led to a greater use of digital approaches and most organisations appear to have adopted these. As a Voluntary Group noted,

"The Charter has played a fundamental role in embedding tenant participation in service design and delivery in Scotland's social housing sector. Requiring transparency in data collection and publication allows tenants, residents and other stakeholders to easily access information about landlord performance over time (and) is an invaluable tool."

21. General and unspecified improvements to tenant satisfaction levels were cited by a few organisations – mainly local authorities – as one impact of the Charter, although one felt that covid may have impacted negatively on these. A few local authorities also referred to improved landlord services specifically, seeing the Charter as helping to increase a push for continuous improvement, accountability and transparency.

22. Linked to the previous point, a significant number of respondents, across all sub-groups, also pointed to improved responsiveness to tenants' needs. A key element in this area was improvements to the repairs service, both in terms of the quality of the work undertaken and the timescales for repairs. That said, one or two individual tenants noted that not all repairs have been carried out more quickly, and responsiveness of those carrying out repair work could be improved upon. Covid was also seen to have impacted negatively on some repair work in that it has caused some delays. Participants at the TPAS and TIS events highlighted issues around low levels of engagement in important issues, such as rent setting. A need to keep evolving was highlighted: because things have got better, it does not mean it is good enough and there is always room for continuous improvement.

23. There were a small number of comments stating that communication from staff has improved: for example, higher numbers of staff attending meetings or having involvement with tenants. A Tenants Group noted that policies developed in line with the Charter have encouraged more early intervention and that staff have been more proactive. There were some general comments about the greater focus on tenants and customers and increased levels of partnership working.

24. Another area in which improvements were identified by respondents was that of increased landlord accountability and transparency. The Charter has been seen to set a standard for accountability, transparency of governance and involvement, with one RSL noting;

"In addition to a more results-driven approach, the Charter Outcomes set a standard for accountability, transparency of governance and involvement that also benefit our tenants. Our Tenant Scrutiny Panel meets quarterly and is trained in a quality management model (EFQM) so that they can challenge and scrutinise our performance. The annual assurance statement is also a standard of good practice that encourages accountability and transparency among RSLs."

25. A number of respondents – all organisations and mostly RSLs and local authorities – made specific reference to ARC (the Annual Return on the Charter) as having provided a consistent framework for all social landlords to work towards and measure performance as well as identify gaps and weaknesses in their approach to service provision and service improvements. Some of these respondents noted the importance of using ARC as part of their performance review processes and movement towards specific targets such as EESSH (Energy Efficiency Standard in Social Housing) or SHQS (Scottish Housing Quality Standard), and monitoring measures undertaken to achieve statutory and legislative requirements.

26. Some respondents, without referring specifically to ARC, praised the capacity to benchmark landlord performance against similar sized landlords and felt that this can help to drive up performance as well as provide consistent measures of performance and comparisons across the housing sector. One RSL also pointed to the benefit of being able to learn good practice from other landlords.

27. A few respondents – all organisations – referred to the establishment of Tenant Scrutiny Panels, which they felt have helped to foster good outcomes for tenants as well as helping to improve internal processes and delivery of improved performance. Feedback from respondents attending the TPAS and TIS events noted that scrutiny activities were, in particular, identified as a positive approach in helping to improve services to tenants and other customers.

28. A number of respondents made general positive comments about the Charter. These included;

• It has provided a clear focus for service delivery improvements.
• It has helped to focus on key performance indicators (KPIs).
• It is useful for landlords to understand their performance and focus on areas requiring improvement.
• It has contributed to the delivery of services to tenants across areas including tenant engagement and communication and the quality of repairs.
• It ensures that all social landlords focus on delivering the same outcomes and standards to their tenants.
• Data can be used to feed into decision-making and resource allocation, to develop strategies and to identify areas for improvement.

29. While the views of many respondents were positive, a number of individual tenants felt there have been few or no improvements. In general, their comments referred to a lack of repair work being undertaken, delays to repair work or poorly maintained properties by their landlord.

30. Some tenants identified individual problems with a lack of participation and communication with their landlords; and cited instances where they have not been offered opportunities to have their views taken into account, to have local representation via a Tenant / Resident Group or to participate in decision-making. One or two tenants also noted that the increase in digital approaches is not suitable for all tenants.

31. Some respondents commented on suggestions for further improvements to the Charter. Suggestions were made mostly by single respondents and these included;

• A need to ensure increased awareness of the Charter among both staff and tenants; landlords should be obligated to provide all tenants with information on the Charter. The consultation events facilitated by TPAS and TIS highlighted that low awareness was particularly evident among young tenants, homeless people, people with support needs and Gypsy / Travellers.
• A need to consider how the Charter fits with other Scottish Government policy areas and legislation such as Climate Change, biodiversity, and so on. There was a suggestion that changes in context and legislation over the past five years should lead to a more comprehensive review of standards and indicators in the near future.
• Concerns over inconsistencies in approaches to tenant scrutiny.
• Concerns that some areas of service may be neglected while landlords focus on increasing performance against indicators.
• A need for a greater focus on more qualitative data rather than simply focusing on outputs and improving performance data.
• A need to strengthen the Charter in terms of digital inclusion.
• It was suggested that the Charter be backed up by a 'good practice' guide. This would include examples of work in other areas which could demonstrate examples of how to raise standards (This came from TPAS / TIS events).
• Inclusion of a 'Wellbeing' Outcome (from TPAS / TIS consultation activities).