How we are doing and how we are held accountable
Reidvale Housing Association is a Registered Social Landlord, Scottish Charity and registered Property Factor.
This section brings together the key documents and information that explain how we are governed, how we perform, how we are regulated and how we are accountable to tenants, owners, members and the wider community.
We want this information to be easy to find and easy to understand. Where possible, we will provide short summaries as well as the full documents.
How we are regulated
Reidvale is regulated by the Scottish Housing Regulator as a Registered Social Landlord.
The Regulator looks at areas including landlord performance, financial wellbeing and governance. Each year, social landlords also submit information about performance against the Scottish Social Housing Charter through the Annual Return on the Charter. SHR publishes landlord performance information and landlord reports using ARC data.
View the most recent information we have submitted to the Scottish Housing Regulator.
Annual Assurance Statement
Each year, our Management Committee considers whether Reidvale complies with regulatory requirements and standards.
The Annual Assurance Statement tells the Scottish Housing Regulator whether we are assured about compliance or whether there are areas where improvement is needed.
This statement is one of the main ways Reidvale confirms whether it meets the standards expected of social landlords. It is approved by the Management Committee and submitted to the Scottish Housing Regulator.
Scottish Social Housing Charter and ARC
The Scottish Social Housing Charter sets out the standards and outcomes that tenants and other customers can expect from social landlords.
Each year, Reidvale submits an Annual Return on the Charter. This includes performance information on areas such as repairs, rent, tenant satisfaction, complaints and housing quality.
This information helps tenants see how Reidvale is performing and where we need to improve.
SHR Engagement Plan
The Scottish Housing Regulator publishes engagement plans for social landlords where it needs to set out specific areas of engagement or monitoring.
Annual reports and accounts
Our annual report and accounts explain Reidvale’s financial position, key activity and formal reporting for the year.
Business Plan
Our Business Plan sets out Reidvale’s priorities and direction.
It explains what we are working towards, how we intend to improve and how we will deliver better outcomes for tenants, owners, members and the local community.
Policies
This page should be grouped by audience, not one long list.
Policy area Examples
Tenancy and housing Allocations, estate management, antisocial behaviour, tenancy sustainment.
Repairs and property Repairs, rechargeable repairs, adaptations, gas safety, electrical safety.
Factoring Written Statement of Services, owners repairs, factoring complaints.
Governance Rules, Committee policies, declarations, conduct.
Corporate FOI, data protection, complaints, equality, procurement.
Complaints performance and learning
The SPSO model complaints handling procedures include a two-stage process, frontline response within five working days, investigation within 20 working days, recording of complaints and learning from complaints.
This page should include:
Complaints Handling Procedure
How to make a complaint
Complaints performance
Learning from complaints
SPSO information
Suggested wording:
We report on complaints so tenants, owners and other customers can see what we are learning and how we are improving services.
Freedom of Information and Environmental Information
This page should include:
Guide to Information
Publication Scheme
FOI and EIR Policy
How to make an FOI request
How to ask for environmental information
Privacy and data protection
This page should include:
Privacy Notice
Data Protection Policy
Subject Access Request information
Data Protection Officer contact route
Cookie information, if separate
Website accessibility
This page should include:
Accessibility Statement
How to request information in another format
How to report an accessibility issue
Significant Performance Failures
Social landlord tenants can report a Significant Performance Failure to the Scottish Housing Regulator where they believe a landlord has failed in a way that affects many tenants or raises a serious concern.
Suggested wording:
A Significant Performance Failure is different from an individual complaint. If your concern is about something that has affected you personally, you should usually use Reidvale’s complaints process first.
Button: Reporting a Significant Performance Failure
Charity and registration information
This should be a simple reference page or footer block.
Include:
Scottish Charity number
Scottish Housing Regulator number
Property Factor registration number
Financial Conduct Authority reference
Registered office address
Key regulators and links
OSCR keeps the Scottish Charity Register, which is the public register of charities in Scotland.