Second National Panel report explores people’s experiences of homelessness services


16 August 2019

A new report from the Scottish Housing Regulator gives an insight into people’s experiences of using homelessness services.

The research looks at what makes the biggest positive difference for people’s experiences. Common themes are suitable and safe accommodation, access to dedicated staff and support, and minimising the number of moves.

The research also explores the biggest challenges for people using homelessness services. These include the length of wait for settled accommodation, financial difficulties, equality and fair treatment and safety and condition of temporary accommodation.

Kathleen McInulty, Assistant Director of Regulation, said “We’ll continue to keep a strong focus on outcomes for people who are homeless as councils implement their Rapid Rehousing Transition Plans. This report illustrates the varied and sometimes complex experiences and needs of people who have used homelessness services in Scotland recently and highlights the importance of accessing a settled home quickly.”

Engage Scotland, which manages the Panel for the Regulator, interviewed around seventy people across eight local authority areas for the research.

This is the second of four themed reports from the National Panel. The first looked at tenant participation and digital access. The Regulator will publish further reports in August looking at rent affordability and Gypsy/Traveller sites.

The Panel has around 425 members. It is open to anyone who is a social housing tenant or uses social landlords’ services. Membership is diverse and includes people from urban and rural areas, across age bands, local authority and RSL tenants.

Anyone interested in joining the Panel should contact Engage Scotland on 0800 433 7212 or 

The report National Panel report on people's experiences of homelessness services 

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 eight Board members. More information about the Regulator can be found on its website at

2. SHR regulates around 160 registered social landlords and the housing activities of 32 local authorities.

3. SHR sets out its approach to regulation in its published Regulatory Framework – Regulation of Social Housing in Scotland.

4. All of the Regulator’s recent reports from the National Panel of Service Users are available on its website