Glen Oaks completes damp and mould scrutiny review

Their extensive 12-month review, independently supported by Sharon Donohoe from the Tenant Information Service (TIS), identified 13 examples of best practice and made 39 recommendations for improvement, the majority of which have already been implemented.

Last year, the SIG prioritised damp and mould in response to upcoming regulatory changes. Their lived experience and commitment to tenant wellbeing made this review especially powerful. With Glen Oaks recently introducing a new Dampness, Mould and Condensation Policy, the timing was ideal to test its effectiveness.

Sharon Donohoe from the Tenant Information Service said: “Glen Oaks’ SIG is Scotland’s first scrutiny group to review damp and mould, supported by TIS. Determined to shift outdated views blaming tenants, the group’s review is driving real change, enhancing services and influencing improvements across the housing sector. The SIG identified issues, staff shared insights, and the Association acted swiftly to improve processes. This is collaborative working at its best.”

The review was thorough and involved benchmarking policies and inspection sheets across five housing associations, surveying staff and affected tenants, and assessing tenant-facing information. Many improvements were made during the review itself, demonstrating Glen Oaks’ commitment to responsive action.

Laura Strang, customer experience lead at Glen Oaks, said: “Our SIG played a vital role in ensuring tenants felt supported—not ashamed—when facing damp and mould. Their scrutiny led to targeted questions in our Triannual Survey, encouraging honest feedback and proactive reporting. Their insight into communication, expectation-setting, and feedback gathering has been invaluable, helping shape a more responsive and tenant-led service.”

As a result of the SIG’s insight, communication around damp and mould has significantly improved with an updated procedure and a catalogue of new standard letters. The group also co-produced a ‘Tackling Damp and Mould Together’ information leaflet, with plans underway for an educational video to further raise awareness of causes and treatments.

Survey questions were added to the recent Triannual Survey, and a new transactional survey now follows up with tenants who have experienced damp and mould, ensuring continued feedback and service refinement.

The SIG’s success is rooted in strong relationships with staff, senior management, and the board. Their empathy for operational constraints is matched by their drive to improve tenant experiences. Supported independently by TIS, the SIG follows a full-circle scrutiny model, engaging staff throughout, presenting findings to senior managers, and securing Board approval.

Michael Smith, board chairperson, added: “The board are proud to champion the Service Improvement Group, whose input and advice has been instrumental in driving service excellence. Their benchmarking and reviews have led to extensive improvements over the past decade. Their recent damp and mould review is already making a tangible difference, and new ARC indicators will help us measure that impact. We fully support their recommendations and value their insight in shaping a more responsive, tenant-led service.”

A recent staff restructure has further strengthened Glen Oaks’ commitment to tenant-led service design.

Kirsty Chalmers, customer service director, said: “Our dedicated SIG and all tenant engagement activities now sit within our new Customer Service Department, a move that ensures tenant feedback is truly embedded in our frontline services. The SIG’s recent review of Damp and Mould has led to meaningful improvements not only for our tenants, but also for our staff. We’re incredibly grateful to our SIG members, many of whom have been involved since the group was first created over 10 years ago.

“Their long-standing commitment and enthusiasm for improving services have made a lasting impact. At Glen Oaks we’re passionate about putting tenants at the heart of everything we do, and this review is a shining example of what’s possible when people bring genuine passion and dedicate their valuable time. It’s a powerful reminder of how collaboration and care can drive real change.”