Produced for GWSF by Scotland’s Housing Network, the 2022-23 report reflects an overall, sector-wide trend of slightly decreased satisfaction levels after associations and councils had to limit services and investment in homes during the pandemic.

As an example of this trend, the Forum highlights the position on emergency repairs times: GWSF member associations saw average times increase from 2.8 hours to 3.1 hours, but this remains faster than other HAs (3.8 hours) and local authorities (4.7 hours).

Another longer term trend noted by GWSF is that differences in performance across the social sector are narrowing. On non-emergency repairs, for example, councils used to take more than twice as long as Forum members, but the difference is less marked now.

GWSF chair John Hamilton said: “The small reduction in overall satisfaction levels post-Covid is completely understandable but reminds us that there can never be any room for complacency. Any sign of poor performance is likely to be jumped on by the media, as has happened down south.

“But again we think it’s significant that locally based housing associations are found to be the most responsive in terms of services to tenants. It’s a fact that can be conveniently overlooked, for example when a local association is being swallowed up by a much larger, national one.

“Times are tough, and in the context of the next rent increase, our members are already looking closely at what tenants say their key priorities are. Once again we think that keeping repairs and other services quick and effective will be high on their list as being something that offers real value for money.”