Caledonia publishes 2024–25 Charter Report

We’ve published our 2024–25 Charter Report, which highlights how we’ve performed against the standards and outcomes set out in the Scottish Social Housing Charter.

The report reflects another strong year of performance across key areas including customer service, complaint handling, and repairs and maintenance – with results continuing to meet or exceed peer averages in most areas.

It also showcases our ongoing commitment to equality, accessibility, and engagement. Over the past year, we’ve:

• Introduced a new dedicated maintenance team, providing a more responsive service with an enhanced focus on addressing issues such as damp and mould.
• Enhanced our website’s accessibility, offering translation tools and read-aloud functions.
• Continued to carry out Equality Impact Assessments for all customer and people policies.
• Developed our first ESG Report, showing how our social, environmental, and financial performance contributes to stronger, more resilient communities.
• Begun developing a new Tenant Engagement Strategy, due to launch in early 2026.Introduced a new telephony system designed to improve customer experience and make it easier for tenants to contact us.

You can read the full 2024–25 Charter Report to find out more about our performance and the actions we’re taking to continue improving our services here: Caledonia Charter Report 2025