About Housing Services
Find out about the services we deliver, our service standards and read our Annual Report.
We've launched a new online system for Housing Services. To help shape the features of this, we're looking for feedback on how you manage your rent account. Complete our survey.
Join our Facebook Group to stay up to date with information from our service.
About our services
We currently own and manage around 3,000 rented homes in East Renfrewshire.
All tenancy related matters, such as the day to day management of our properties and the supply of services to tenants, are handled through our Barrhead office.
Your first point of contact will be Customer Service. If they're unable to deal with your enquiry they may put you in touch with a Housing Officer.
If the Housing Officer is unavailable at the time of your call, your enquiry will be logged for a response.
We'll always aim to respond within 3 working days or 24 hours in the case of an emergency.
- A translation service if your first language isn't English
- Help with communication difficulties
- A private interview
- An interview with an officer of the same sex
Tenancy services
- answer any enquiries and send you a letter advising you on the outcome of your application within 20 working days from receipt of your application
- have a medical board every month and process the results within 3 working days
- select a new tenant for vacant houses within 3 working days of termination. If unsuccessful, we'll make further selections within 3 working days.
Homelessness applications
- ensure that all roofless applicants are offered and interviewed the same day. If you can't travel to an interview that day we'll offer you a telephone interview and assess whether you should be offered temporary accommodation.
- if you're homeless but not roofless that day, we'll offer you an interview within 2 working days, except where you request a specific date beyond this timescale. You'll be interviewed by a trained officer.
- aim to complete our investigation of your case and inform you of our decision in writing within 28 days, subject to relevant information and contact.
Major improvements
- aim to give you 28 days notice before carrying out any major works to your property that may cause disruption.
Council house repairs
emergency category response within 24 hours
carry out an emergency repair, for example, where there's no heating. If a full repair is not possible, we'll supply temporary heating until a repair can be carried outurgent category response within 10 working days
provide routine repairs, for example, renew a light switch or fix a small leak. Where possible, we'll offer an appointment for this category of work- cyclic category response within 25 working days
provide routine repairs, for example, fix small cracks in plaster work. Where possible, we'll offer an appointment for this category of work
Tenant participation
- monitor and regularly review our performance, actively involving tenants in this process. We'll also monitor the effectiveness of consultation and its influence on service delivery
- welcome any comments you wish to make on our services and carry out surveys on a regular basis to gain opinions on the delivery of our services
Landlord registration
- carry out any enquiries relating to your application and inform you of our decision within 2 months from receipt of your application
Our Annual Report
We publish an annual housing report to keep you informed about how our housing services are performing and to demonstrate our commitment to transparency and accountability. This report highlights key achievements, areas for improvement, and provides an overview of how we're working to meet the needs of tenants and communities. It aligns with the standards set by the Scottish Housing Regulator, ensuring we meet regulatory expectations for quality and fairness, while upholding our promise to continuously improve services.
Your feedback on this report is essential as it helps us shape our services and better respond to your needs. You can do this by emailing: housingserviceimprovement@eastrenfrewshire.gov.uk
