The feedback reveals significant improvements in key areas since the last survey in 2022.

Key highlights include:

• Keeping tenants informed: 99.8% of tenants said BHA is very or fairly good at keeping them informed – up from 97% in 2022 and well above the Scottish average of 90%.
• Participation opportunities: Satisfaction soared to 99.7%, compared to 92% in 2022, showing tenants feel more involved in decision-making.
• Quality of homes: 95% of tenants are satisfied with the quality of their home, an increase from 93% in 2022 and significantly higher than the Scottish average of 85%.
• Value for money: 89% of tenants believe their rent represents good value for money, up from 87% in 2022.

While overall satisfaction remains strong at 87%, BHA said it recognises that this has dipped slightly from 93% in 2022, although this is in line with the Scottish average. Repairs satisfaction also stands at 87%, down from 92% previously.

To address these areas, the Association has developed a comprehensive Action Plan focusing on:

• Enhancing the repairs service and improving quality and timescales.
• Increasing investment in kitchens, bathrooms, and windows – tenants’ top priorities.
• Strengthening neighbourhood management and communal maintenance.
• Expanding our community development role including welfare rights advice and community initiatives, incorporating youth activities and social events.

Andy Thomson, chief executive of BHA, said: “We are delighted that tenants continue to rate us highly for communication, participation, and home quality. These results reflect the significant customer service changes implemented since the last survey and our ongoing commitment to listening and responding to tenants’ needs. Where tenants have told us we need to improve, we have acted – our new Action Plan will ensure we deliver real, positive change.”

John Paterson, chair of BHA, added: “Our tenants’ feedback is invaluable. It helps us focus on what matters most and ensures we remain a strong, community anchor organisation. We are proud of the progress we’ve made, but we know there is always room for improvement.

“By working together with tenants, staff, and partners, we will continue to raise standards, invest in homes, and strengthen our neighbourhoods. This is about building trust and delivering services that make a real difference to people’s lives.”