Glossary of the terms we use in our Landlord Report


The Reports are about social landlords only.  These are Registered Social Landlords (RSLs), such as housing associations and housing co-operatives, local authority landlords or a local authority which provides housing and homelessness services. 

Scottish Social Housing Charter (the Charter)

The Charter was approved by the Scottish Parliament in 2012.  It sets out 16 standards and outcomes that social landlords are expected to achieve when they are delivering their housing services to tenants and others. 


When we talk about performance, we mean what the landlord has told us it did to deliver services to its tenants and this is what is included in the landlord report.  We have not assessed the landlord’s reported performance.


This is used to describe the home that tenants live in.  Some examples are:

1 apartment – a bedsit with no separate bedroom, but with bathroom and kitchen

2 apartment – a home with one bedroom, separate living room, bathroom and kitchen

Tenant satisfaction

Social landlords are required to carry out surveys at least once every three years, to find out how satisfied their tenants are.  We reflect the most recent results here, but you can ask your landlord when it did this.

Scottish Housing Quality Standard (SHQS)

The Scottish Government has set a standard that social houses must meet, and has set a target date of 2015 for social landlords to achieve this.  Detailed guidance on what is included in the SHQS is available here.

Emergency repairs

These are repairs that are: to prevent serious damage to the building; are a danger to health; a risk to safety; or, a risk of serious loss or damage to the occupier’s property.  Social landlords will have their own target times to deal with these and should make tenants aware of them.  Due to the serious nature of emergency repairs, we require social landlords to report their performance in hours.

Non-emergency repairs

These are any other repairs that are not dealt with as emergency repairs and social landlords should report their performance in days.

Reactive repairs

These are non-emergency repairs which are not planned or included in a programme of maintenance or improvement works.

Right First Time repairs

These are reactive repairs which the landlord completes fully, to the tenant’s satisfaction and within the appropriate timescale.  Repairs which require one or more visit can still be reported as Right First Time if this is discussed and agreed with the tenant. 

Anti-social behaviour

Anti-social behaviour is defined within legislation and is:

“A person who acts in a manner that causes or is likely to cause alarm or distress, or pursue a course of conduct that causes or is likely to cause alarm or distress, to at least one person who is not of the same household”.

The Charter outcome relates to tenancy conditions and neighbour nuisance and social landlords are expected to work on their own and in partnership with other agencies to deal with anti-social behaviour.

Total rent collected

This indicator includes the rent collected over the year from both current and former tenants, and also includes rent arrears.  It is possible for social landlords to report a figure greater than 100% if they have collected most or all of the rent due from its current tenants and also collected some of its rent arrears from current or former tenants.