Customer - Landlord Relationship
This section covers equalities, communication and participation outcomes and standards.
To meet equalities duties and standards, we must ensure we perform on all aspects of our housing services so that every tenant and other customers have their individual needs recognised, is treated fairly and with respect, and receives fair access to housing services.
Every three years, we carry out Tenant Satisfaction and Aspiration Survey to better understand our Tenants’ attitudes, perceptions and expectations for our performance as a social landlord. During the spring of 2026, an independent consultant carried out the latest survey, with a total of 900 Clackmannanshire Housing tenants taking part in face-to-face surveys.
The tables below show the Customer/Landlord Satisfaction results from the last three surveys.
Percentage of tenants satisfied with our overall landlord service
| 2019 | 2023 | 2026 | 2025/26 Scottish LA Average |
|---|---|---|---|
| 91.01% | 92.69% | 93.22% | 82.1% |
The percentage of tenants satisfied with the overall service continuous to improve from our previous two Tenant Satisfaction and Aspiration Surveys. Our performance is also higher than the Scottish Local Authority average. The improvement is very encouraging, suggesting our continuous efforts to ensure that we keep meeting the needs of our tenants.
Percentage of tenants who feel we are good at keeping them informed
| 2019 | 2023 | 2026 | 2025/26 Scottish LA Average |
|---|---|---|---|
| 95.67% | 96.95% | 95.67% | 84.2% |
While the performance in this area has slightly dipped from the previous Tenant Satisfaction Survey, it still sits above the Scottish Local Authority Average.
We have been reviewing and introducing new methods of engagement and communication by increasing Tenant Participation presence in Council offices, community groups and attendance in community events. We have also launched a new social media platform called ‘Let’s Talk Housing’ in early 2026 to increase our digital presence, and continue to engage with our tenants in writing by post, by telephone, by carrying out home visits and by hosting in-person housing-related events.
Percentage of tenants satisfied with opportunities given to them to participate in our landlord decisions
| 2019 | 2023 | 2026 | 2025/26 Scottish LA Average |
|---|---|---|---|
| 88.46% | 98.47% | 98.56% | 83.3% |
Tenant satisfaction with opportunities given to them to participate remains consistent with the previous survey undertaken three years ago. This reflects the significant activity undertaken in this area, including the appointment of the Tenant Information Service (TIS) to support engagement, as well as a dedicated Tenant Participation Officer who is currently developing a refreshed action plan in partnership with TIS to better meet tenant needs. Further improvements are underway, including the establishment of a tenant scrutiny panel and the implementation of a new IT system which will enhance engagement opportunities through the introduction of a tenant portal.
For full results of the latest Tenant Satisfaction and Aspiration Survey, please visit the dedicated webpage.
Complaints
Response Times
|
Average working days to respond in full to: |
2023/24 | 2024/25 | 2025/26 | Scottish LA Average |
| First Stage Complaints | 8.97 | 4.20 | 4.24 | 7.8 |
| Second Stage Complaints | 53.17 | 22.82 | 16.65 | 46.6 |
Number of complaints responded to
|
|
2023/24 |
2024/25 |
2025/26 |
Scottish LA Average |
|||
|
Number and % of complaints responded to in full |
No |
% |
No |
% |
No |
% |
% |
|
Stage 1 |
30 |
100 |
46 |
97.87 |
54 |
100 |
97.7 |
|
Stage 2 |
6 |
100 |
11 |
100 |
17 |
100 |
92.4 |
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:
- Online: Comments and Complaint Form
- By phone: 01259 450000
- In writing: Housing, Clackmannanshire Council, Kilncraigs, Alloa, FK10 1EB
Tenant Participation
To meet the participation standard, we must manage our business so that our tenants and other customers find it easy to participate in and influence our decisions at a level they feel comfortable with.
Over the recent years, the Housing Service has focused on developing and improving Tenant Participation 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.
In 2025/26, the Service has reviewed the Action Plan in collaboration with the Registered Tenant Organisations and elected members, and has worked through the various actions detailed within the Plan. Key highlights for the 2025/26 include:
- Continued expansion of tenant engagement opportunities through attendance at community events, including gala days, the Community Carnival and the Housing Open Day.
- Appointment of Tenant Information Service (TIS) to support tenant participation activities and strengthen engagement with Registered Tenant Organisations.
- Delivery of a practical housing awareness session with senior pupils at Alva Academy, providing an insight into the Housing Service and the support available to tenants and residents. The session included practical life skills such as reading an electricity meter, unblocking a sink, understanding household responsibilities, and how to apply for Council housing.
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:
- By phone: 01259 450000
- In writing: Housing, Clackmannanshire Council, Kilncraigs, Alloa, FK10 1EB
- email: tenantparticipation@clacks.gov.uk
- WhatsApp: +44 7854101559
External Links
For Further Information Contact
Housing
Kilncraigs, Greenside Street, Alloa, FK10 1EB
Tel: 01259 450000
Email: housing@clacks.gov.uk