Standards and Policies

Scottish Housing Regulator (SHR)

The SHR are responsible for regulating social landlords and monitoring their performance. To find out how West Lothian Council or your Registered Social Landlord are performing, follow this link to Scottish Housing Regulator - for tenants page.

Each year we need to tell the SHR if we meet the Regulatory Standards and Requirements. Here is our  Assurance Statement 2021/22 [141.74KB].

We also have to publish an annual landlord report. For more information and our latest report is available on our Landlord Report page.

Complaints and Significant Performance Failures

Housing, Customer and Building Services are committed to providing high-quality customer service but if something goes wrong or you are dissatisfied with our services, please tell us. For more information on how to make a complaint please visit West Lothian Council's complaints page.

If you are a tenant and are aware of a significant performance failure you should follow this link to the  Scottish Housing Regulator guide to complaints and performance failures [48.67KB]. It describes the difference between a complaint and a significant performance failure. It lets you know what you should do under each circumstance and tells you who you should report a complaint or a significant performance failure to.

Our complaints performance

How we deal with complaints has improved well over the last year. The number of complaints resolved within the 20 day timescale has gone up from 86.7% in 2015/2016 to 90.9% in 2016/2017. This is down to an improvement in the manner in which we deal with and investigate what has caused a tenant to complain.  For more details please read this brief report. [68.92KB]

Policies and Strategies

• Housing, Customer and Building Services'  Management Plan [832.82KB] sets out the services' priorities, activities and outcomes for the year.
• Local Housing Strategy [1.37MB]
• Housing Allocation Policy [310.58KB]