Trust

The Scottish Social
Housing Charter

Get all the information you need on the Scottish Housing Charter by reading our list of Frequently Asked Questions below, or you can download further information:

What is The Scottish Social Housing Charter?

It is a new way of monitoring how social landlord’s are performing and meeting customer expectations. The Charter sets out the standards and outcomes that all social landlords should aim to achieve when performing their everyday housing activities.

Back to Top


The Charter is a new way of monitoring how social landlord’s are performing and meeting customer expectations.

Where did The Charter come from?

The Charter was introduced by section 31of the Housing (Scotland) Act 2010. It was developed in consultation with the Scottish Housing Regulator, tenants, representative bodies, homeless people, other stakeholders and social landlords. It was published by the Scottish Government and approved by the Scottish Parliament in March 2012. It supports the Scottish Government’s long-term vision for a safer, stronger Scotland.

Back to Top


What is the purpose of The Charter?

At the heart of the Charter is delivering good customer service and meeting customer expectations, something that we are committed to at Trust. The Charter aims to improve upon quality and standards of service across all social landlords. This will be achieved by customers having a clear idea of what they can expect from their landlords. These outcomes have been decided on in consultation with tenants.

Back to Top


What does The Charter mean for customers?

It means customer involvement and customer satisfaction, which are already fundamental to the philosophy of Trust but the Charter provides some challenges in how we might do this differently and we are currently working on proposals to achieve this.

Back to Top


At the heart of the Charter is delivering good customer service and meeting customer expectations, something that we are committed to at Trust.

How is our success measured?

The Charter is split into seven sections and contains a total of 16 outcomes and standards. Social landlords will have to collect and provide information on their performance against these standards and outcomes and will be assessed based on this.

Back to Top


Who makes sure we meet the outcomes?

The Scottish Housing Regulator is responsible. It has set out how it will achieve this in its new Regulatory Framework, you can download a copy of the 'Regulation of Social Housing in Scotland’ at the top of this page.

Back to Top


How will customers know how we are performing?

In three main ways:

Annual Return of the Charter (ARC)

All landlords will be required to report their results every May to the Scottish Housing Regulator. The Scottish Housing Reguator will then produce an annual report so you can see how we compare against other landlords. This report is published annually in August and is available here and on the Regulator’s website.

Trust Performance Report

We will also assess our own performance and publish an annual performance report by October each year – this will replace our current Annual Review Report. This report has been designed by tenants, for tenants. Tenants will also help us assess our performance. We will send out copies to all our tenants. Have a look at our latest performance report. 

Tenant Newsletter

We will report performance updates in our tenant newsletter Trust Talk.

Back to Top


The Charter came into force in April 2012, the first submissions for landlords were in 2014.

When did The Charter go live?

The Charter came into force in April 2012, the first submissions for landlords was in 2014. We submitted our first ARC submission to the Regulator in May 2014 and published our first Performance Report at the end of 2014. The Charter will be reviewed from 2014 with a revised Charter to be published in 2017.

Back to Top


Any further questions?
Please contact Neil Ferguson, Business Strategy Manager on 0131 444 4994 or nferguson@trustha.org.uk

Need more information?
Additional information about the Charter is available at www.scotland.gov.uk & www.scottishhousingregulator.gov.uk

I can go out on my own now. It has given me independence.