Each year we provide information to the Scottish Housing Regulator on a range of performance information. Our performance on some of the key indicators is summarised below.
| Indicator | 2022 | Scottish average | 2023 | Scottish average | Trend |
| % of tenants satisfied with our overall service | 70.6 | 87.7 | 70.6 | 86.7 |
 |
| % of tenants who feel we are good at keeping them informed about our services and decisions | 79.3 | 91.2 | 79.3 | 89.7 |
|
| % of tenants satisfied with the opportunities given to participate in our decision-making processes | 89.8 | 86.8 | 89.8 | 85.9 |
|
| % of stock meeting the Scottish Housing Quality Standard at the end of the reporting year | 72.6 | 72.9 | 72.34 | 79 |
 |
| % of tenants satisfied with the quality of their home | 76.3 | 85.4 | 79.3 | 84.2 |
 |
| Average length of time to complete emergency repairs (hours) | 5.8 | 4.2 | 5.48 | 4.2 |
|
| Average length of time to complete non-emergency repairs (days) | 17.7 | 8.9 | 11.6 | 8.7 |
|
| % of reactive repairs completed right first time | 90.3 | 88.3 | 90.4 | 87.8 |
|
| % of tenants who have had repairs or maintenance carried out satisfied with our repairs and maintenance service | 87.6 | 88 | 83.3 | 88 |
|
| % of all Stage 1 complaints responded to in full | 98.5 | 96.8 | 88.7 | 95.3 |
|
| % of antisocial behaviour cases resolved within 28 days | 95.6 | 94.7 | 83.8 | 94.2 |
|
| % of tenants satisfied with our management of their neighbourhood | 75 | 85 | 75 | 84.3 |
|
| Average time to re-let properties (days) | 30.3 | 51.6 | 39.5 | 55.6 |
|
| % of rent due lost through properties being empty | 0.5 | 1.4 | 0.7 | 1.4 |
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| % of tenants who feel their rent is good value for money | 65.4 | 82.5 | 65.4 | 81.8 |
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| Rent collected from tenants as a % of total rent due | 100.6 | 99.3 | 98.7 | 99 |
|
| Gross rent arrears (all tenants) at 31 March as a % of rent due for the reporting year | 5.5 | 6.3 | 7.2 | 6.9 |
|
| % Rent increase | 3.0 | 6.0 |
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Our National Resident Review panel scrutinises our performance and holds us to account. This information is used to shape the review programme for the coming year. You can find more information on the NRRP, including details on how you can get involved, on the dedicated section of our website.
Explore the report
Your Home
We recognise that this has been a challenging year for our services. Despite this, you will see there were a number of significant achievements and there are more improvements for the year ahead.
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Your Services
Our teams have been hard at work supporting and engaging with residents across the country. We have made a difference in dozens of communities, adding value beyond what people might expect from their landlord.
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Your Community
Working at Sanctuary involves so much more than providing people with a safe and secure place to live. We strive to create neighbourhoods with a sense of community, one you are happy to call ‘home’.
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Your Voice
We want you, our residents, to know that Sanctuary cares, because there can be no doubt – we do absolutely care about you. This is reflected in the great work our teams do every day. Engagement is at the heart of what we do.
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