Performance

Internal Management

The Charter

The Regulator

Tollcross Housing Association is an organisation committed to continual improvement. We are driven by the four key themes identified within the Association’s Internal Management Plan and measure ourselves using key performance indicators throughout the year, reporting to Management Committee on actual performance against targets set.

The first Scottish Social Housing Charter, The Charter was introduced by the Scottish
Government and came into effect on 1st April 2012. It was reviewed during 2016 and the revised Charter came into effect from 1st April 2017.

The Charter is designed to “help improve the quality and value of the services that social landlords provide, and supports the Scottish
Government’s long-term aim of creating a safer and stronger Scotland.”

The Scottish Housing Regulator’s role is to monitor, assess and report on social landlords’ performance of housing activities and RSLs’ financial wellbeing and standards of governance. They intervene, where they need to, to protect the interests of tenants and service users.

Their Regulator Framework explains how they regulator social landlords. This framework was initially introduced in April 2012 and following a recent review, the new framework was implemented in April 2019.

Chapter 3 of the Regulatory Framework outlines the regulatory requirements for all social landlords and the Standards of Governance and Financial Management for RSLs.

In addition to complying with the Scottish Social Housing Charter, social landlords are required to prepare an Annual Assurance Statement. Tollcross Housing Association will publish our statements no later than 31st October each year. For information on our Returns Calendar, click here.

The Scottish Housing Regulator also publishes an Engagement Plan for each landlord and this sets out the information they require from the landlord, what it needs to do (if anything) and how and why they will engage with them.

Tollcross Housing Association has published our current Engagement Plan and you can access this via the Regulator’s website.

Key Performance Indicators

Tenant Scrutiny

In order for us to achieve the standards and outcomes driven by our Internal Management Plan, the Regulatory Framework and The Charter, the Association asked for assistance from our local tenants and other residents. In 2013 we asked for your help in making sure we listened and more importantly, responded to our customers’ needs. The Performance Improvement Network (PIN), supported by the Performance Improvement Loops (PILs) was created and there are now almost 30 members who monitor the Association’s service standards and targets.

You can check on how we are doing:

PIN Logo

You can also compare us against other landlords using the Scottish Housing Regulator's Comparison Tool