Tenant Charter Report 2025

This report has been shaped by tenants every step of the way – from the layout and design to the information we’ve
included. Your voices, ideas, and priorities have guided how we present our performance, making sure it’s clear,
relevant, and easy to understand.

Every year we ask our tenants which organisation they would like us to compare our performance against to best allow
you to assess how well we’re doing, and for this year you have chosen to compare our performance with The Highland
Council and against the Scottish National Average. These were picked for 2 main reasons:

• We share similar geography – like Highland Council, we have homes in both urban and rural areas.
• It gives meaningful context – helping tenants understand how our services measure up across Scotland.

Some of the figures in this report come from our most recent Customer Satisfaction Survey, while others are taken directly from our performance records. The survey results are based on a representative sample of tenants, following national guidance from the Scottish Housing Regulator. 1 in 4 tenants were chosen at random from across our communities to reflect the mix of homes we provide, and we achieved a 40% response rate. This approach provides results that give a reliable picture of our tenants’ views overall. 

By putting tenants at the heart of this report, we aim to make sure it reflects what matters most to you – and helps us keep improving together.