Scottish Housing Regulator publishes its National Report on the Scottish Social Housing Charter 2019/20


30 October 2020

The Scottish Housing Regulator has today published its National Report on the Scottish Social Housing Charter 2019/20. 

The Regulator’s report gives the headline findings of its seventh national analysis of landlords’ performance against the Charter. It covers the period April 2019 to March 2020 before the impact of COVID-19.

It shows that during 2019/20, overall, landlords continued to perform well in the service areas that matter most to tenants and almost nine out of ten tenants said they were satisfied with their landlord’s overall service.

The Regulator published its report alongside a suite of performance information including its individual landlord reports, comparison tool, and a range of statistical information.

The landlord reports and comparison tool let tenants find out about their landlord’s performance in the areas tenants said matter most: homes and rents, quality and maintenance, neighbourhood management, tenant satisfaction, and value for money.

The Regulator’s data tables show how social landlords performed against each Charter standard and outcome. They also show performance over the last five years, how RSLs and local authorities performed separately, and how performance changed since the previous year. Landlords can use them to benchmark their performance.

The comparison tool now includes a modernised design that makes it easier to use on different devices and assistive technologies such as laptops, mobile phones, tablets and screen readers.

George Walker, the Chair of the Scottish Housing Regulator, said:

“This report covers the period before the pandemic began to impact. The fact that landlords again performed well in the areas tenants said matter most is of course very good news for the people who use their services.

"I would encourage tenants to use our modernised comparison tool and landlord report to find out more about and compare their own landlord’s performance.
“We know that the COVID-19 pandemic has presented unprecedented challenges for social landlords, tenants, people who are homeless and other services and that social landlords are continuing to work hard to tackle these challenges.

“Over the coming months, we will continue to work with landlords, tenants and service users, the Scottish Government and the Social Housing Resilience Group, and all of our stakeholders as we all continue to work to tackle the challenges COVID-19 brings.”

Notes to editors

  1. The Scottish Housing Regulator was established on 1 April 2011 under the Housing (Scotland) Act 2010. Its objective is to safeguard and promote the interests of tenants and others who use local authority and RSL housing services. The Regulator operates independently of Scottish Ministers and is accountable directly to the Scottish Parliament. It assumed its full regulatory responsibilities on 1 April 2012. The Regulator consists of the Chair and seven Board members. More information about the Regulator can be found on its website at
  2. SHR sets out how it regulates social landlords in its published framework – Regulation of Social Housing in Scotland.
  3. Social landlords statistical return on the Scottish Social Housing Charter is available on the Regulator’s website at
  4. More information about the Scottish Social Housing Charter and past reports are available on the Regulator’s website at


Tracy Davren Communications Manager