Significant Performance Failures
If you are unhappy with any service provided by the Association, you should make a complaint to us the first instance. The Complaints section of our website provides full details on how you can do this, and includes information on our complaints policy. If you remain dissatisfied after having complained to us, you have the right to take your complaint to the Scottish Public Services Ombudsman.
If you feel, however that the Association is accountable for a 'significant peformance failure', you can refer this to the Scottish Housing Regulator.
The Scottish Housing Regulator has produced a factsheet for tenants about Significant Performance Failures, which you can access by clicking here.
What is a Significant Performance Failure?
A significant performance failure is something that your landlord does, or fails to do, that puts the interests of its tenants at risk. This is something that does, or could, affect all of the Association's tenants.
What is a significant performance failure?
An SPF is where a landlord:
» consistently and repeatedly fails to achieve outcomes in the Scottish Social Housing Charter or outcomes agreed locally with tenants; or
» has not reported its performance annually to its tenants or the annual reported performance does not reflect actual performance; or
» has materially failed to meet our Regulatory Standards; and
» the landlord’s action(s), or failure to take action, puts tenants’ interests at risk and this significantly affects a number of the landlord’s tenants.
An SPF could happen where a landlord:
» fails to carry out health and safety requirements, such as annual gas safety checks;
» is not maintaining tenants’ homes or carrying out repairs in line with its legislative duties and published policies;
» fails to have appropriate governance and financial procedures in place or apply them; or
» does not consult tenants about issues such as proposed rent increases and other policies that affect tenants.