Our Performance
Keeping you informed about how we're performing.
Keeping you informed
We know our Tenants value accurate and detailed information and that customers want to be kept informed about what is happening. We want to be clear about the level of service you can expect to receive from SBHA and ways that you can give your feedback on how we are performing.
How are we performing?
Tenant satisfaction
We use independent provider, Research Resource Scotland, to carry out surveys every six months to help determine how satisfied Tenants are with our services. They ask a range of questions to get an understanding of what Tenants think we are doing well and where they are not so happy. This gives us the information we need to keep improving, making the changes that you, our customers, want to see.
If you receive a call, please consider taking part – your feedback helps us to improve.
You can also register to undertake more regular surveys or participate in Tenant Scrutiny. Find out more on our Get Involved page.
| August 2024 | February 2025 | ||
|---|---|---|---|
| Tenants satisfied with overall service | 77% | 82% | |
| Tenants satisfied with how they’re kept informed | 80% | 82% | |
| Tenants satisfied with opportunities to participate | 93% | 93% | |
| Tenants satisfied with management of neighbourhood | 77% | 79% | |
| Tenants satisfied with a repair they’ve had carried out in the last 12 months | 78% | 81% |
Other performance indicators
We record our repairs performance, as well as information on how long we take to relet empty homes and the percentage of calls resolved at first point of contact, every three months, with performance measured against the same time period the previous year.
| October-December 2023 | October-December 2024 | ||
|---|---|---|---|
| Time taken to carry out an emergency repair | 2.13 hours | 1.6 hours | |
| Time taken to carry out non-emergency repairs | 11.3 days | 10.2 days | |
| Days to relet an empty home | 46 | 46 | |
| Calls resolved at first point of contact | 84% | 83% |
If you want to see more information about how we are performing we publish various reports about our performance throughout the year. These include our annual report and financial statements. Link to Documents.
The Scottish Housing Regulator collects information so you can compare SBHA’s performance against other Housing Associations as well as local authorities. Link to - Scottish Borders Housing Association Ltd | Scottish Housing Regulator
Our service standards
One of the most frustrating aspects of being a customer of any organisation is not being kept informed about what is happening. Because of this, we have put in place service standards across the range of services SBHA provides so you know what to expect from us. Due to the wide range and nature of the services provided by SBHA from repairs and planned works to energy advice and antisocial behaviour the timelines differ but the principles of customer service remain the same.
We will let you know what the service standard is when you contact us.
We aim to:
- respond to all enquiries promptly and accurately and always offer to take a message if the team member you wish to speak to is unavailable.
- Acknowledge receipt of enquiries within 3 working days.
- Resolve enquiries within 10 working days and where a response is not possible within that time, advise you when your enquiry will be dealt with.
Our Customer Service Standards have been developed jointly by Tenants and team members of Scottish Borders Housing Association (SBHA) to ensure that all our customers receive consistently high standards of customer service and that the diverse communities are able to access our services. It explains what level of service you can expect to receive from SBHA when you contact us, whichever way you wish to do so.
You can download a copy of our Customer Service Standards here.
