How are we doing?

Kiswebs Housing Association is committed to continually improving value for the rent and service charges you pay. We aim to manage our services to you efficiently and effectively by:

• minimising the time homes are empty
• managing arrears effectively
• controlling costs
• getting value out of contracts
• increasing the quality of our services at minimum extra cost to you

Read more about our Value for Money statement.

We value your feedback so please contact us to let us know what you think. Are we giving you value for money? What can we do better?

In the last quarter we housed 94 new households. There was 1 mutual exchange agreed.

Our average time for getting a property ready for a new tenant was 67.98 days. This gives us time to:

• inspect the property
• carry out repairs
• get gas and electric checks
• produce an Energy Performance Certificate
• find a new tenant for the property

We are working hard to reduce this turn around time to save on lost rent.

We want to make sure that we are delivering high quality services and the only way we know whether we are getting things right is if you get involved and give us your views.

Our Register of Interested Tenants currently includes 264 members. There are 287 members on our Tenant Panel and 188 members on the Reader Panel. Many have joined more than one panel and we have a total of 438 tenants who are happy to give us their views in formal consultations, by phone or email. Our Reader Panel will be looking at new documents and publications to make sure they are clear and easy to understand.

We value your feedback - it really does make a difference! If you would like to join any or all of our panels, please contact us on 01224 423000, email us at info@Kiswebs-ha.co.uk or visit the Getting Involved page for more information.

Since October we have completed three tenant consultations. These include contacting our Reader Panel to check our Annual Performance Report prior to publication to make sure it was clear and easy to read. After publication we sent out Rate the Report 2022 to those who requested it and all new tenants. This feedback helps us make sure we are producing a report that provides the information and layout of performance data that is right for you along with a design that is engaging. The other consutlation also involved our Reader Panel. This was to check that our new Financial Newsletter, launched in November, included relevant and up to date information and that the design was easy to read and understand.

We received some great feedback and all responses are used to make sure future publications are the best they can be.

There are currently two publications, which are available below. The next publication will be our Summer News 2023 published in June/July.

• Annual Performance Report 2022
• Winter News 2022

The NETRALT group continues to meet virtually with steady numbers of tenants, residents and landlords attending.

Complaints

Anyone can make a complaint to us, including the representative of someone who is dissatisfied with our service. We will need to have your permission to speak with anyone wishing to complain on your behalf.

You can complain in person at any of our offices, by phone, in writing, email or by completing a feedback form.

If you are not satisfied with our decision or the way we have dealt with your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to look at it. If you would like to find out more, please visit our feedback page.

Significant Performance Failures

A performance failure occurs when we fail to do something or take an action that puts tenants' interests at risk. Performance failures normally relate to legal requirements or commitments and will affect many or all of our tenants. For instance, it would be a significant performance failure if we did not consult you about the proposed rent increase.

If you spot a failure you should raise the issue with us. If we do not fix the failure within a reasonable time, you can report the failure to the Scottish Housing Regulator. For information on how to report a failure, please see the Complaints and Significant Performance Failures leaflet in the downloads menu.

The simplest way to report a significant performance failure is to complete the form on the Scottish Housing Regulator's website.