going further...

             people

People are at the heart of everything we do, whether it is our tenants or staff. We are committed to looking at new and innovative ways to deliver services that reflect the needs of our tenants and customers.

2019

    /20

2018

    /19

SHN

average

Tenants satisfied with overall service

91%

91%

89%

Tenants who feel we are good

at keeping them informed about

services and outcomes

99%

97%

91%

Tenants satisfied with the

opportunities given to them to participate in our decision making

100%

93%

87%

New tenants sustaining tenancy for more than 12 months

92%

93%

89%

No. of complaints received

139

-

Stage 1 – 

174
 

Stage 2- 

52

Complaints responded to

within timescale

120

97%

Stage 1 – 

98%
 

Stage 2- 

96%

Average Time

to respond to complaints

3.44
 

Stage 2- 

Stage 1 – 

-14.6

days 

days 

-

5.41
 

Stage 2- 

Stage 1 – 

days 

18.83

days 

Going      

      Digital

going forward ...

Tenant Views

         at Heart of Service Delivery
We will continue to engage with our tenant representatives to ensure we take full account of their views. We recognise that not all customers want to, or are able to, come to regular meetings and be part of groups therefore we will further develop our Reader’s Panel and look to introduce focus groups in different localities in relation to consultation topics. In the coming year we will also establish a youth committee to ensure we get the views of our younger tenants and we will also explore ways that we can use digital technology to increase 2-way communication and consultation with tenants.

During 2020/21 we will deliver our first Digital Strategy which sets out how we will invest in Digital & IT infrastructure to help drive unnecessary costs from our business and use digital services and processes to increase efficiency, while at the same time maximising our residents’ access to the internet through supporting and encouraging them to go online. This will include the launch of a Tenant Portal which tenants will be able to access to pay rent, report a repair and view rent statements.

We intend to further develop the support options provided to our older tenants, with our Community & Support Services Team playing a key role in developing these services. Our older tenants will be at the heart of designing these new services through their participation in the development of our older people’s strategy. The additional support we provide will make a meaningful difference to our tenants and their families. This will increase resilience, support social connectedness and reduce isolation.

Supporting older tenants

Going Digital

How to
Contact Us

Camlachie House
40 Barrowfield Drive, Camlachie
Glasgow G40 3QH

Tel: 0141 550 5600
Fax: 0141 550 5601
info@westscot.co.uk

Office
Opening
Times

Monday 9am - 5pm

Tuesday 9am - 5pm
Wednesday: 9am - 5pm
Thursday 9am - 5pm
Friday: 9am - 4.30pm

Legal
Information

We are Scottish Charity No. SC018486


We are registered with the Scottish Housing
Regulator, Registration No. HEP201

We are registered with the Financial Services
Authority as an Industrial and Provident
Society.  No 1828R(S)

We manage over

3500 houses