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Why do we need a Charter?

The Housing (Scotland) Act 2010 included powers to modernise the regulation of social housing. It created an independent Scottish Housing Regulator to look after the interests of tenants, homeless people and others who use the services that social landlords provide. The first Charter came into effect in April 2012.

The Act also asks Ministers to consult on and then set the outcomes that social landlords should achieve. The Scottish Social Housing Charter is the document which contains these outcomes. The Regulator will use the Charter as the starting point for assessing a landlord’s performance. It will publish performance reports, and will be able to set performance improvement targets.

What is an outcome?

An outcome is simply a result. The Charter has a list of outcomes, or results, that landlords should achieve. The key charter outcomes are given at the start of each section of this handbook.

The charter covers outcomes relating to:

  • The customer/landlord relationship
  • Housing quality and maintenance
  • Neighbourhood and Community
  • Access to housing and support
  • Getting good value from rents and service charges
  • Other customers


OTHA will be working with other local landlords and our tenants in Inverclyde to work out how to measure whether we are achieving the outcomes under the Charter. We are likely to have a range of measures including an independent tenant satisfaction survey. We will publish details of our performance towards the charter outcomes so you can see how we are doing.

In this Section

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