Feedback 

This section is dedicated to detailing what you are telling us and how we are following up on this feedback

Our 6 Customer Promises outline what you should expect from us along with how we will measure our performance against these statements.  You find further details around how well we are meeting these promises here 

We have a number of ways in which we look for feedback, 

• Transactional Surveys following any interaction
• Complaints procedure 
• Consultation surveys 
• Annual Customer Satisfaction surveys
• Feedback via our social media channels
• Face to face feedback at our community events
• In person workshops and online sessions
• Via our Customer Panel 

Tenant Participation Register 

CVHA’s Participation Register is a list of our tenants who would like to be kept up to date with events and opportunities to get involved. By joining the register, you’ll be among the first to hear about upcoming engagement activities and ways to participate.

The register is open to anyone in your household aged 16 or over. There is no obligation to take part in any activities, and you can opt out at any time. 

The register will take less than 5minutes to complete, by answering 15 short questions you’ll help us understand your needs and preferences around getting involved, allowing us to make participation as inclusive and accessible as possible.

Participation Register

You Said We Did Reports

Your feedback is really important to us and helps us learn where we can improve, you can read actions we have taken over the last year based on your experiences and what you have told us in our You Said We Did reports;

2025/2026

You Said We Did Q3 (2025/26)

You Said We Did Q2 (2025/26)

You Said We Did Q1 (2025/26)

2024/2025

You Said We Did Q4 (2024/25)

You Said We Did Q3 (2024/25)

You Said We Did Q2 (2024/25)

You Said We Did Q1 (2024/25)

2023/2024

You Said We Did Q4 (2023/24)

You Said We Did Q3 (2023/24)

You Said We Did Q1&2 (2023/24)

Consultation surveys 2025

In February 2025 we issued a survey to gain your views and feedback on Tenant Participation, the results of this survey will be used to inform our Tenant Participation Strategy.  The feedback has been collated and can be read here: Tenant Participation Consultation 2025

Customer and Community Engagement Events Feedback

You can review of Scottish Housing Day Customer Engagement event and review the work of our Customer Panel via the following documents:

Scottish Housing Day 2024

Customer Panel Review 2024

Scrutiny Projects

What is scrutiny all about?

Housing providers have been involving and consulting with their tenants for years. Increasingly, many are going further by giving tenants and other customers formal opportunities to analyse and challenge their performance and decision-making. The aim is to improve organisational performance and the quality and standard of services that they provide for their tenants.   Scrutiny is about being able to ask landlords questions based on clear information and data, such as: why is a service delivered in a particular way; why are particular timescales in place;  how much is this costing; can costs be reduced while still providing a good level of service; could we do this better or differently?

The answers to these and similar questions should lead to recommendations that result in change and improvement.

CVHA Scrutiny Group

Our group, made up of Customer Panel Members has completed its first scrutiny project, focussing on reviewing documentataion we send to CVHA customers through our Newsletters and eBulletins.  You can read the Panel's full report and recommendations here: Scrutiny Report 2025

If you are interested to find out more about this group please call or email cvha@cvha.org.uk and a member of our team will be in touch.