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PHA annual report to tenants and Satisfaction Survey 2018/2019




October 10 2019



We have been given a significant endorsement by our tenants in a wide-ranging customer opinion survey.


The impressive results - with approval ratings in one case hitting a maximum 100% - confirm the Association remains highly-regarded by YOU – the people we serve.


You gave the Association a perfect score when asked how well we kept you informed about our services and decisions.


The survey also found 99% of people said they were satisfied with opportunities to participate in the work of the Association - reflecting our long-held desire to involve its tenants.


We have always endeavoured to place the highest possible emphasis on making sure our homes and services meet people’s expectations.


In a series of further eye-catching findings, the survey found:



*95% of tenants were satisfied with the overall service from Paisley - almost five per cent above the Scottish average for housing providers which is 90.1%

*93% were satisfied with the quality of their home – with the Scottish average at 88.1%

*93% were satisfied with the repairs service provided by the Association  – again above the Scottish average of 91.7%

*96% were satisfied with the management of their neighbourhood compared to the Scottish average of 87.8%

*84% felt the rent they pay represents good value for money – marginally ahead of the Scottish average of 83.2%

*Tenants’ views of Paisley’s customer service was highly- rated, too, with satisfaction at a near-perfect 98%.


In its findings, the survey company Research Resource said the Association was “performing to a high standard.”


Ian Johnstone, our Chair, said: “These findings are very important as they provide a vital snapshot of what the people we serve think of us. Like all housing associations, it is vital that we understand the views of tenants and what matters to them.


“I want to take this opportunity to thank the Board and Staff who work very hard to deliver the best service possible throughout the year and whose efforts are reflected in these impressive results.” 


If you would like to see the report they can be downloaded from the website, or if you would like another format please contact us on 0141 889 7105, or by email to

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