It’s been an exciting year – we’ve made great strides in standardising our services, ensuring we can truly support our Customers and add value where it’s most needed.
One of the key changes has been around how we operate, including our rent and service charge policy, where we’re committed to providing Customers with clearer visibility of the services we deliver.
I’m constantly in awe of, and proud of, the team in Scotland who work tirelessly to provide the best support — whether it’s handling complex cases or delivering Community initiatives that give people the springboard they need to thrive. This has included youth diversionary activities, educational programs, and health and wellbeing initiatives.
We launched our first Customer feedback survey in over two years, and while it’s been disappointing to see areas where we’ve fallen short of expectations, the feedback has been invaluable. We’ve got several projects and improvements already underway to address these concerns.
Additionally, we’re proud to have delivered 381 new homes as part of our commitment to tackling the homeless crisis.
As we look forward to the next financial year, our focus remains on supporting our Colleagues, enhancing customer service, and continuing to invest in both our existing and new homes
Katie Smart, Director for Places for People Scotland
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Repairs and maintenance
Based on feedback, we’re improving our systems and processes to make it easier for Customers to get repairs, improvements, and safety checks done.
We’ve introduced a Customer Survey after each repair is completed, so Customer feedback can help us enhance our services. We’re also developing a new, improved Customer Portal to simplify reporting repairs.
Repairs stats for the 2023-2024 period:
Average length of time for non-emergency repairs to be completed:
15 days
Average length of time for emergency repairs to be completed:
22 hours
Number of gas safety checks required within 2023-2024 completed:
100%
Estate Management / Anti-social Behaviour (ASB)
We take community safety and tackling ASB very seriously, recognising that these are critical issues affecting our Customers and their surroundings.
While we are committed to addressing these challenges, we also understand that other agencies, such as the Police and Local Authority Environmental Health Teams, may be better positioned to lead on certain matters. That’s why we continue to work closely with these agencies.
In addition, we partner with various stakeholders within our Communities to ensure that appropriate actions are taken. When gaps in services arise, we actively seek to develop initiatives with our partners.
We are pleased to report that during the 2023-2024 period, we achieved a resolution rate of 92% for ASB incidents, with a total of 105 cases addressed. Additionally, we successfully responded to all ASB cases within locally agreed timescales. This reflects our commitment to maintaining safe and supportive communities for our Customers.
Examples of these initiatives include programs for young people, support for people struggling with substance abuse, mentoring, Community drop-in sessions, and action days or weeks.
To further enhance our efforts, we launched a new team in July 2024 dedicated to safeguarding, addressing anti-social behaviour, and managing complex cases.
ASB cases response rate:
100%
Number of ASB cases resolved:
92%
Number of ASB cases reported:
105
Access to housing
We are proud to be EdIndex partners alongside other housing associations in Edinburgh. EdIndex, managed by The City of Edinburgh Council, allows Customers to complete a single application to access housing support.
We are committed to supporting Customers with their applications, particularly those who may have difficulty accessing online services.
Below is a breakdown of our lettings over the past four years.
| Source of let | 2018-19 | 2019-20 | 2020-21 | 2021-22 | 2022-23 | 2023-24 |
| Existing Customers | 27 | 27 | 62 | 63 | 56 | 33 |
| Applicants | 184 | 147 | 131 | 262 | 206 | 208 |
| Mutual exchanges | 56 | 45 | 33 | 57 | 50 | 65 |
| Nominations from councils | 15 | 128 | 99 | 85 | 81 | 111 |
| Homeless applications | 238 | 231 | 133 | 212 | 239 | 64 |
| Other sources | 60 | 44 | 34 | 109 | 39 | 243 |
| Total | 580 | 622 | 492 | 788 | 671 | 724 |
Customer feedback highlights the positive impact of our services
Our Financial Inclusion Team provides a range of tailored services for Customers in need, including advice on energy, money management, debt, benefits, and assistance with benefits appeals and grant applications. We offer face-to-face consultations, home visits, and support via telephone and email, assigning a dedicated person to each Customer until their issue is resolved.
In response to the rising costs of living, we are committed to supporting both Colleagues and Customers in navigating the challenges posed by increasing energy costs, inflation, interest rates, and food prices.
We have a Cost of Living Taskforce which includes Colleagues who are experts in many different areas who can work together to provide help including:
- Hardship Funds: Customers can access our hardship fund for assistance with essential household items.
- Engagement with Partners: We collaborate with local food banks to ensure Customers in need can access necessary support.
- External Forums and Training: Our Colleagues attend welfare rights forums to share best practices, gather information, and address challenges. They also deliver training to our teams who support Customers in our Communities on recognising fuel poverty and identifying it early to provide effective support.
- Improved Referral Processes: This makes it easier and quicker for Colleagues to refer Customers for assistance.
Together, we are committed to creating a supportive environment for our Customers, ensuring they have the resources and help they need to thrive.
"They have been and are being very helpful in my tenancy with regard to some financial difficulties I have had.”
“As a physically disabled person, I am delighted with the wet room they have recently installed and the other adaptations that allow me to stay in my home long-term.”
Value for money
It is essential to us that our Customers receive services that consistently offer value for their rent and other charges they pay. To achieve this, we share resources for certain services, enabling us to leverage expert central teams and reduce duplication. Additionally, we actively pursue external grants for home adaptations and various other initiatives.
The pie chart shows how we split the use of Customer rent payments per £1 to ensure value for money, with funds allocated for maintaining homes, building new properties, and covering essential management costs.
Communication and complaints
Communication takes many forms at Places for People Scotland, whether it’s a quick phone update, meeting Customers in their homes, sending out news updates, letters, or engaging through social media and our website. When we connect with our Customers, we strive to offer a variety of communication methods and formats that are timely, clear, transparent, and accessible.
Based on Customer feedback and to improve the Customer experience, we have established a central Complaints Handling team dedicated to addressing all complaints received. This enhancement will speed up the process and ensure that every Customer receives a timely response within the specified timeframe.
Additionally, we are working on our new and improved Customer Portal, designed to make it easier for Customers to track payments, report repairs, and submit complaints.
To improve communication and relationship building we have reduced the number of homes each of our Community Housing Managers look after.
We have also launched a regular Customer email bulletin to keep you informed.
Total number of stage 1 complaints:
631
Stage 1 complaints responded to in full:
98%
Average time to respond to stage 1 complaints:
3 days
Total number of stage 2 complaints:
48
Stage 2 complaints responded to in full:
90%
Average time to respond to stage 2 complaints:
21 days
The Regional Customer Group (RCG) was launched based on Customer feedback in January 2024, with a commitment to meaningful Customer involvement and scrutiny. Its goal is to focus on outcomes and improve services for all Places for People Scotland Customers. By using Customer insights, the RCG objectively monitors service delivery, enhances engagement, and ensures the Customer voice is heard and addressed.
“As Chair, I’m eager to build strong relationships within the RCG and beyond because I truly believe that the Customer’s voice is crucial to enhancing our services.” I am passionate about seeing the Places for People Scotland Community thrive, and I hope that through our efforts in the RCG, we can empower Customers to make a positive impact on the products and services we offer. My involvement with the RCG has been a hugely positive experience, and I encourage anyone interested to take that leap and get involved!”
Andrina Matthew, Chair for RCG Scotland
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Social Impact
Our Financial Inclusion team in Scotland has supported Customers in generating an additional £1.2m in income this year through rent related benefits, disability benefits, and earnings replacement.
We provided energy advice and benefits support to 894 Customers. This included people helped through various inclusion projects such as Energy, Early Tenancy, Pocket Power, Furniture, Warm Packs, and Hardship Fund Vouchers, with further support from our energy advisors.
Additionally, 2,968 people were supported with financial inclusion services through our community projects, including the provision of vouchers, furniture, white goods, and advice.
Our social value contribution for the year stands at £2m. This figure reflects the practical help provided through our tenancy sustainment fund, starter packs, hardship funds, and partnerships with organisations offering health, social care, addiction, and homelessness support.
48 projects to create thriving Communities were supported through our funding. These include Hays Community Hub in Edinburgh, Portlethen and District Voluntary Community Ambulance, and the Reidvale Neighbourhood Centre in Glasgow.
Social value contribution:
£2 million
Customers provided with energy advice and benefits support:
894
Customers supported with financial inclusion services:
2,968
People supported through funded projects in Scotland:
8,883
People supported with education, employment or training: