We aim to deliver excellent services for all of our customers – and we set targets to measure how we’re doing.

These performance measures help us achieve great results for our tenants, communities and our business.

One of the most important ways we measure how we’re performing is through our annual Tenant Satisfaction Survey. This feedback from tenants is really important as it helps shape our future services.  

We also record key business performance figures. We let customers know how Dunedin Canmore performs as a business each year in our Report to Tenants.  

These figures are also reported to the Scottish Housing Regulator. You can find out more about the results we report to the Regulator in the Annual Return on the Charter.

Another way we judge our performance is through our awards and accreditations.

The majority of our performance measures are among the best in Scotland compared to other similar social housing landlords.

The tables below show some of the highlights from our Tenant Satisfaction Survey and recent performance results.

Satisfaction measured through our annual tenant survey2016/2017 survey2017/2018 survey% point change 
Tenants satisfied with the overall service provided by their landlord94%94%+1 (0.68%)
Tenants who feel their landlord is good at keeping them informed about services and decisions93%95%+1 (1.07%)
Tenants satisfied with the opportunities given to them to participate in their landlord’s decision making processes84%84%=
Existing tenants satisfied with the quality of their home94%94%=
Tenants satisfied with the management of the neighbourhood they live in92%88%-4
Tenants who feel that the rent for their property represents good value for money87%87%=

For more satisfaction results, read our annual Tenants Satisfaction Survey.

Satisfaction measured  throughout the year when receiving a service 2016/2017
2017/2018 (Year to date)
Tenants who have had repairs or maintenance carried out in the last 12 months who are satisfied with the repairs and maintenance service 88.59%91.74%89%
Tenants satisfied with the standard of their home when moving in85.07%100%94.02%
Key performance measures2016/2017
2017/2018 (Year to date)
All complaints responded to in full within timescales92.11%96.71%96%

Calls to our customer service centre which were resolved at first point of contact

Percentage of calls to the customer service centre answered within 30 seconds67.15%73.66%73%
Average time taken to complete emergency repairs (hours)
Repairs appointments kept99.18%99.02%98.02%
Anti-social behaviour cases resolved within agreed timescales84.28%92.56%93.87%
New tenancies sustained for more than a year91.88%95.27%88%
Gross rent arrears as a % of rent due4.44%4.97%4.3%
Rent due lost through properties being empty0.53%0.38%0.44%
Average time to re-let properties (days)19.7110.7715
New-build completions – Social housing06571
New-build completions - Mid-market213930


*****TO BE DELETED Our latest performance results

November 2017

Repairs and maintenance

92.78% of customers who had a repair done were happy with the service. That’s a 4.19% improvement on last years’ satisfaction result. We introduced a new repairs service in 2017 and we’re really pleased to hear that customers are finding that it works better for them.

The time it takes us to complete emergency repairs has improved, it now only takes us, on average, 2.74 hours compared to the 3.12 hours it took us last year. We will continue to work to improve our emergency repair times so that customers are confident they can expect a quick service when they most need it.

We also improved the time it takes to complete a non-emergency repair by nearly one day. In 2017 it took us 5.41 days compared to last year when it took us 6.46 days.

We completed 100% of gas safety checks this year, making sure all of our customers stay safe in their homes.


100% of our customers were happy with the investment in our existing homes. Customers all across Dunedin Canmore communities are benefitting from new kitchens, bathrooms and gas central heating systems to keep homes comfortable and warm. You can see what investment is happening in your area here.

We cut our time to let homes by 9 days – meaning we housed people more quickly.

100% of customers were satisfied with the standard of their home when they moved in. That’s almost a 15% improvement on last year.

Customer Service

Our Customer Service Centre answered 8557 calls in the month of November in an average of 32 seconds which was better than the previous month  - our aim is to answer all calls within 30 seconds and we will continue to improve on this.


If we don’t get things right, we’ll listen and learn so we can stop it happening again. 

Between April and November 2017, we received 411 complaints from Dunedin Canmore tenants about a recent experience. 

96.55% of all complaints were responded to within our set timescales.

When we looked at the issues in more detail, we found that in almost half of these complaints we could have done more to get it right first time. 

We’ve shared your experiences with staff and managers so we can learn from our mistakes and stop it happening again. 

These included examples of where you were unhappy with the quality of a repair and your experience of arranging an appointment for a repair to be completed.

Helping customers get into work

We helped 6 customers from Dunedin Canmore communities get into work in 2017 thanks to the Wheatley Pledge and our Modern Apprenticeship programme.

You can find out more about the Wheatley Pledge here and our Modern Apprenticeships here.

*****TO BE DELETED External measures

We aim to deliver excellent services – and we set targets to measure how we’re doing.

The Scottish Housing Regulator expects all social landlords, including Dunedin Canmore, to perform well and monitors what we do.

The Scottish Social Housing Charter sets the standards and outcomes that all social landlords should aim to achieve when performing their housing activities.

We report each year on our performance against these standards and outcomes. This is called the Annual Return on the Charter.