Complaints and Serious ConcernsSignificant Performance Failures

What is a Serious Concern? 

When your social landlord:

  • has acted in a way which puts tenants’ interests at risk and this affects, or could affect, a group of tenants or all tenants; or 
  • repeatedly fails to achieve outcomes in the Social Housing Charter or outcomes agreed with tenants; or 
  • repeatedly fails to meet the Scottish Government’s minimum (Gypsy/Traveller) site standards; or
  • has not reported its performance annually to its tenants or has reported it inaccurately; or
  • does not meet our regulatory standards for how an RSL should govern itself and manage its finances; or
  • has not met any performance improvement, governance or financial management targets we have set it in their Engagement Plan.

Examples of a Serious Concern (please note these examples are not exhaustive) 

When your social landlord:

  • fails to consult with tenants on a rent increase; or
  • does not make its engagement plan available and accessible to tenants; or
  • does not collect data relating to the protected characteristics of their tenants; or 
  • regularly fails to do gas safety checks when it should; or
  • regularly does not do repairs when it should; or
  • does not allow tenants to apply for another house; or 
  • does not respond formally to complaints.

To report a serious concern to the Scottish Housing Regulator (SHR), you can find out more information on SHR’s website Complaints and Serious Concerns Information and Form.