Scottish Social Housing Charter

The first Charter came into effect on 1 April 2012 and was reviewed during 2016. This revised Charter was approved by resolution of the Scottish Parliament on 8th February, had effect from 1 April 2017 and continues to apply until the Parliament approves a further revised Charter.

The Charter helps to improve the quality and value of the services that social landlords provide, and supports the Scottish Government's long-term aim of creating a safer and stronger Scotland. It does so by stating clearly what tenants and other customers can expect from social landlords, and helping them to hold landlords to account focusing the efforts of social landlords on achieving outcomes that matter to their customers providing the basis for the Scottish Housing Regulator to assess and report on how well landlords are performing.

This assessment enables the Regulator, social landlords, tenants and other customers to identify areas of strong performance and areas needing improvement. The Charter covers the following sections:

Equalities

Ark perform all aspects of their housing services so that:

  • Every tenant and other customer has their individual needs recognised
  • Is treated fairly and with respect
  • Receives fair access to housing and housing services

Communication

Ark manages their businesses so that tenants and other customers find it easy to communicate with their landlord and get the information they need about their landlord, how and why it makes decisions and the services it provides.

Participation

Ark manages their businesses so that tenants and other customers find it easy to participate in and influence their landlord's decisions at a level they feel comfortable with.

Housing quality and maintenance quality of housing

Ark manages their businesses so that tenants' homes, as a minimum, meet the Scottish Housing Quality Standard (SHQS) when they are allocated; are always clean, tidy and in a good state of repair; and also meet the Energy Efficiency Standard for Social Housing (EESSH).

Repairs, maintenance and improvements

Ark manages their businesses so that: tenants' homes are well maintained, with repairs and improvements carried out when required, and tenants are given reasonable choices about when work is done.

Neighbourhood and community Estate management, anti-social behaviour, neighbour nuisance and tenancy disputes

Ark, working in partnership with other agencies, help to ensure as far as reasonably possible that: tenants and other customers live in well-maintained neighbourhoods where they feel safe.

Access to housing and support housing options

Ark and other housing providers work together to ensure that:

  • People looking for housing get information that helps them make informed choices and decisions about the range of housing options available to them 
  • Tenants and people on housing lists can review their housing options

Ark ensures that people at risk of losing their homes get advice on preventing homelessness.

Ark ensures that people looking for housing find it easy to apply for the widest choice of social housing available and get the information they need on how the landlord allocates homes and on their prospects of being housed.

Tenancy sustainment

Ark ensure that:

  • Tenants get the information they need on how to obtain support to remain in their home; and ensure suitable support is available, including services provided directly by the landlord and by other organisations

Value for money

Ark manage all aspects of their businesses so that:

  • Tenants, owners and other customers receive services that provide continually improving value for the rent and other charges they pay

Rents and service charges

Ark set rents and service charges in consultation with their tenants and other customers so that:

  • A balance is struck between the level of services provided, the cost of the services, and how far current and prospective tenants and service users can afford them
  • Tenants get clear information on how rent and other money is spent, including details of any individual items of expenditure above thresholds agreed between landlords and tenants

A full version of the Scottish Social Housing Charter can be found here.

Each year Ark produces an annual report detailing our performance against  the outcomes of the Scottish Social Housing Charter. A copy of this can be found here

The Scottish Housing Regulators Website allows you to compare Ark's performance with other landlords.