Research Resource undertook a face-to-face tenant satisfaction survey (TSS) for Pineview, which covered the full range of the Scottish Social Housing Charter satisfaction indicators. Pineview described the Charter satisfaction results as “fantastic”, both against previous results and Scottish national averages.

Compared to previous surveys, satisfaction levels have remained high with no significant change for seven out of eight indicators. Satisfaction with the quality of the home has seen a significant increase of six percentage points to 94% in 2025. Satisfaction levels are higher than the Scottish average as reported in the 2024/25 ARC in all respects.

Satisfaction with customer care

Tenants were also asked to think about the contact they have with Pineview staff and were asked how satisfied they are with the customer care provided. The response was exceptionally positive, with 98% of respondents saying they were very or fairly satisfied with the customer care provided.

When asked to recommend one improvement that Pineview could make, 83% of respondents advised that there was nothing they could suggest as they were happy with the service, had no issues or complaints or didn’t know of anything to be improved.

Pineview director, Joyce Orr, said: “While the results are fantastic, the team at Pineview (committee, staff and the resident and customer forum) know there are always opportunities to make improvements. We will analyse the survey results in detail and acknowledge what tenants tell us is good and will learn from our tenants’ comments on where improvements could be made.”