West Whitlawburn Housing Co-operative Pleased with High Levels of Tenant Satisfaction
Our most recent Tenant Satisfaction Survey was carried out between September and December 2025, and we are delighted with the results. We are pleased to see overwhelmingly positive feedback from tenants and members across our community.
The survey was carried out on our behalf by Research Resource and gathered detailed feedback from 283 tenants, which is a 41% sample, on a wide range of services including housing quality, repairs and maintenance, communication, neighbourhood management, and overall value for money.
Strong Results Across Key Areas
The findings show that our tenants continue to value the high standard of service provided by us. A significant majority of respondents reported satisfaction with the overall service, with particular praise for:
- The quality and reliability of the repairs service
- The professionalism and helpfulness of staff
- Clear and accessible communication
- WWHC’s commitment to tenant and member engagement / participation
Tenants also highlighted feeling safe in their home and community, reflecting the ongoing efforts to maintain a well-managed and secure neighbourhood.
Headline Survey Results with comparisons to the previous survey in 2022 and the latest Registered Social Landlords averages:
Overall Service 94.35% (2022 94.9% – Scottish Average 85.85%)
Keeping Tenants Informed 99.65% (2022 91.3% – Scottish Average 89.98%)
Opportunities to Participate 97.88% (2022 88.7% – Scottish Average 86.34%)
Customer Care from Staff 99% (2022 91% – WWHC Specific Question – Not included in Annual Return on the Charter)
Repairs Satisfaction 93.48% (2024 95.77% – Scottish Average 86.75%)
Quality of Home 93.29% (2022 94.2% – Scottish Average 84.75%)
Value for Money 84.45% (2022 80.7% – Scottish Average 81.68%)
Neighbourhood Management 95.05% (2022 90.5% – Scottish Ave 84.23%)
Commitment to Continuous Improvement
While the results are extremely encouraging, we recognise that there is always room for improvement. The feedback from the survey will be used to identify areas where services can be improved further and more information will be included in our spring newsletter.
Grant Clayton, Director of the Co-operative said:
“We are absolutely delighted with the results of this independent survey. Tenant and member feedback is at the heart of everything we do, and it is incredibly rewarding for the staff team to see such high levels of satisfaction. We would like to thank everyone who took the time to participate. Your views help shape our services and drive improvements.”
Independent and Transparent Process
By commissioning Research Resource, to conduct the survey, we have ensured that the process was fully independent and transparent. This approach provides stakeholders with confidence that the results accurately reflect our tenants and members views.
Looking Ahead
Our tenants and members are encouraged to stay involved through upcoming Tenant Focus Groups and ongoing consultation opportunities, ensuring that their voices remain the focus of our future plans and projects.