Commissioned as part of Cairn’s ongoing commitment to transparency and continuous improvement, the independent review provided a robust, evidence-based assessment of performance, culture, and stakeholder engagement. TPAS Scotland worked closely with senior leadership, employees, and tenants to ensure the process was inclusive, objective and constructive.

The consultation explored three key themes that directly affect tenants’ safety, independence, and quality of life:

1. Telecare and Alarm Services
How well do current systems support safety and reassurance? And how must they evolve to remain reliable, person-centred, and fit for purpose, especially with the switch from analogue to digital services due by January 2027?

2. The Court Model
Does Cairn’s current retirement/sheltered housing approach still work for tenants? What changes or improvements could better support independence while delivering value for money?

3. Communal Areas
How do shared spaces i.e. gardens, communal rooms, and guest facilities contribute to wellbeing, connection, and a sense of community? And do they reflect what tenants want and need?

By bringing in extensive expertise in tenant participation and governance, TPAS Scotland delivered a review grounded in meaningful engagement through:

• In-depth interviews with senior staff
• Focus groups and consultation sessions with tenants
• Policy and governance documentation analysis
• Performance benchmarking against sector standards

By placing tenants at the heart of the review, TPAS Scotland ensured that lived experience directly informed findings and recommendations.

Chief executive of TPAS Scotland, Eveline Armour, said: “Our role is to provide independent, transparent scrutiny while ensuring tenants’ voices are genuinely heard. We were pleased to support Cairn in undertaking this review and commend their openness and commitment to learning.”

The review highlighted several areas of good practice within Cairn, including strong frontline service delivery, committed staff, and positive tenant relationships.

It also identified opportunities to further strengthen, including communication channels with tenants, consistent service offering, performance monitoring frameworks and strategic alignment across departments.

These findings have enabled Cairn to develop a detailed action plan with practical, achievable recommendations designed to support the continued development of their independent living service.

Paul Robertson, regional lead (south) for Cairn, added: “The independent review has been an invaluable exercise. TPAS Scotland’s professionalism, insight and tenant-focused approach ensured the process was both rigorous and constructive. We welcome the recommendations and are already progressing actions that will enhance services for our tenants.”

TPAS will be delivering a webinar providing a high level overview of the work carried out by Cairn on Monday 23rd February.