This section covers equalities, communication and participation outcomes and standards.
During the spring of 2023, a total of 917 Clackmannanshire Council Housing tenants took part in a Tenant Satisfaction and Aspiration Survey, the majority (889) of surveys were carried out face to face whilst a small number (28) were undertaken by telephone. These surveys are carried out once every three years with the next due in 2025.
Percentage of tenants satisfied with our overall landlord service
| 2016 | 2019 | 2023 | 2024/25 Scottish LA Average |
| 94.23% | 91.01% | 92.69% | 80.7% |
The percentage of tenants satisfied with the overall service has improved since we carried out the last Tenant Satisfaction and Aspiration Survey in 2019. Performance is also higher than the Scottish local authority average. The improvement is very encouraging, considering that the average tenant satisfaction across all of Scottish social landlords has reduced in comparison to previous tenant satisfaction surveys.
Percentage of tenants who feel we are good at keeping them informed
| 2016 | 2019 | 2023 | 2024/25 Scottish LA Average |
| 92.44% | 95.67% | 96.95% | 80.5% |
Performance in this area has continued to improve and sits above the Scottish local authority average. In recent times, the internet has proved to be a popular way for tenants to access information on housing services, mainly by visiting the Council website and viewing the Council’s social media pages. Results from the latest tenant survey found that the percentage of tenants with internet access has increased significantly from 65% in 2019 to 74% in 2023.
We are conscious that not all tenants have access to the internet and we continue to engage in writing by post, by telephone, by carrying out home visits and by hosting in-person events.
Percentage of tenants satisfied with opportunities given to them to participate in our landlord decisions
| 2016 | 2019 | 2023 | 2023/24 Scottish LA Average |
| 89.12% | 88.46% | 98.47% | 76% |
Satisfaction with opportunities given to tenants to participate has increased significantly between 2019 and 2023 and is well above the Scottish LA average. This demonstrates the successful efforts of recent engagement sessions held with tenants on a wide range of topics, such consultations on rent structure reviews, rent increases and the antisocial behaviour strategy consutlations.
Since the appointment of our new Tenant Participation Officer, there has been an increase in engagement with our tenants to participate in decision-making for the delivery of housing servces.
The full results for the latest Tenant Satisfaction and Aspiration Survey can be viewed on our website.
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Average working days to respond in full to: |
2022/23 | 2023/24 | 2024/25 | Scottish LA Average |
| First Stage Complaints | 4.19 | 8.97 | 4.20 | 8.1 |
| Second Stage Complaints | 16.0 | 53.17 | 22.82 | 27.1 |
| 2022/23 | 2023/24 | 2024/25 | Scottish LA Average | ||||
| Number and % of complaints responded to in full | No | % | No | % | No | % | % |
| Stage 1 | 37 | 100% | 30 | 100% | 46 | 97.87% | 95.9% |
| Stage 2 | 8 | 100% | 6 | 100% | 11 | 100% | 86.5% |
We aim to provide the best service we possibly can. If however we make a mistake, please tell us straightaway and give us a chance to put it right.
You can complain in any of the following ways:
Over the recent years, the Housing Service has focused on developing and improving Tenant Participation. Our new Tenant Participation Officer assumed their post in November 2023 with the key aim of engaging with and giving you an opportunity to influence decision-making process for the delivery of housing services. Ultimately, our aim is to ensure that the services we provide are the best they can be and deliver what our tenants require and want.
The Tenant Participation and Engagement Strategy 2024 – 28 was approved at the 2024 August Council meeting. It outlines the key actions for tenant participation for the period 2024 – 28, and the associated timeline with these actions. The strategy was written in collaboration with Clackmannanshire Tenants and Residents Federation (CTRF).
The service has been working through the various actions detailed in the Action Plan from the Strategy. Some key highlights have been:
The Action Plan for year was developed with CTRF and was noted at Council in October 2025. The team will now focus on achieving as many of the actions as possible to ensure we are engaging with our tenants and residents in Clackmannanshire.
As part of the strategy, Tenant and Resident groups have already started to form within the Clackmannanshire area, with the aim of growing the number of participants over the period of the strategy. There have also been sessions delivered to senior high school students, teaching them about the various housing options available to them. These sessions have been very well received by the three high schools, with further sessions planned in 2025 and 2026.
If you would like to know more about how you can become involved in helping to shape the future of housing service delivery through tenant participation please contact the Tenant Participation Team by using any of the contact details below:
Housing
Kilncraigs, Greenside Street, Alloa, FK10 1EB
Tel: 01259 450000
Email: housing@clacks.gov.uk