We’ve published our 2025–26 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 our new Tenant Engagement Strategy 2026-31 built around the principles of Listen, Inform, Act and Involve.
• Began a programme of digital transformation to improve services and enhance customer experience.
• Invested in a new customer feedback platform that enables us to gather real-time feedback and survey results, helping us better understand what matters most to our tenants so that we can shape our services around their priorities.
• Improved our Equality Impact Assessment process to ensure the potential impact of decisions on different groups of people is considered more consistently.

You can read the full 2025–26 Charter Report to find out more about our performance and the actions we’re taking to continue improving our services here: Caledonia Charter Report 2025-26.

We hope you find the report informative and straightforward to read. Our assessment is that we currently achieve each outcome, based on the overall strength and comparability of our performance results and the completion of key continuous improvement actions. If you see things differently, please let us know.

We also welcome feedback on the report’s format and layout, as we want it to be as clear and accessible as possible. Please let us know if you have any suggestions for improvement: Email. suggestions@caledoniaha.co.uk.