Our Performance

This part of our website will explain how we are monitored by the Scottish Housing Regulator, how we monitor ourselves, and the statistics we produce to show our performance to our customers and our Board. 


Annual Return to the Charter (ARC)

Each year all Registered Social Landlords/Housing Associations submit data to the Scottish Housing Regulator outlining how we have performed in the previous year against a set of standards. These standards are detailed in the Scottish Social Housing Charter and are published by the Scottish Housing Regulator showing performance information across the sector.

Cloch sends all tenants an Annual Report each year which includes our “Report Card” highlighting our Charter Performance. You can view the most recent Report Card contained in our Annual Reviews. You can also view our complete ARC submission by visiting the Scottish Housing Regulator's website.

Latest Annual Reports

Business Plan

Every 3 years, Cloch sets out its key visions and objectives for the next 3 years. This is set out in our Business Plan. Our Previous Business Plan was reviewed this year by our Board and staff. The Plan was refreshed following the consultations and then approved by our Board.

Our new updated Business Plan is from 2023 to 2026. In this there are the key indicators of what we plan to do.

Download our Business Plan

Recent Stats - Quarter 3 (October 23- December 23)

Customer Service 

Calls Handled by Customer Connections Team 7,499
Average Call Wait Time when Calling Cloch 21s
Percentage of Calls Answered 98%
Percentage of Telephone Messages Responded to within the timescale of one working day 99%


Tenants with a MyCloch account 859
Tenants regsitered for Paper Free Communication 454
Number of Visits to MyCloch 2570
Number of Complaints Received 73
Complaints Responded to on time 100%
Compliments Received 14

Repairs, Maintenance & Improvements

Number of emergency Repairs Completed 119
Average completion time for Emergency Repairs (Hours) 02:18
Number of Non-emergency Repairs Completed 1169
Average completion time for Non-emergency Repairs (Days) 5
Repairs completed Right First Time 88%
Tenants Satisfied with Cloch's Repair Service 85%
Number of Gas Supplies Serviced 348

Quality of Housing & Housing Options

Percentage of new tenants satisfied with the condition of thier home. 100%
Number of applicants who refused a property after viewing it 3
Number of households registered on the common housing register 4029
Number of new tenancies 19
Homeless Families housed 5