Service Improvement and Scrutiny for Local Authorities

Our communities of practice are a group of like minded professionals that work (or have an interest in) an area of housing practice.

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The remit of this community of practice is to share practice on regulatory requirements and developments, national scrutiny developments and learning from outcomes, sharing knowledge and experience of service improvement tools and approaches. The community of practice also regularly shares knowledge and learning on customer satisfaction measurement approaches and tenant scrutiny activities. 

Who is it for

This community of practice meets twice per year and is aimed at performance managers, service improvement managers and general housing managers and officers who are responsible for coordinating and managing service monitoring and improvement activities in local authorities.

Key Content


Data insights, including review of Charter and network data, good practice and common errors. Tenant insight – a toolkit for landlords


Annual Assurance Statements – reviews of key themes


Tenant scrutiny panels – best practice


Meeting new statutory requirements, including Getting to know you – collecting equalities information and Human Rights-based approaches to housing


Tenant Scrutiny – sharing best practice


Value for Money – What is value for money – best practice


Regulatory intervention – learning from others’ experience sharing best practice


Latest News

Charter data for 2022/23 now available – SHN Benchmarking Tools updated

Scotland's Housing Network (SHN) is pleased to advise that our Benchmarking Tools have now been updated to reflect the Regulator’s new dataset, issued this morning (Thursday 31 August 2023).

SHN Development Value for Money – Annual Report

Details of the first Annual Report of SHN's Development Value for Money (DVfM) tool, analysing data relating to new build development projects completed during 2022/23.

SHN Annual Network Indicators 2022/23 – data now available

Scotland's Housing Network (SHN) is pleased to today release your Annual Network Indicators data for 2022/23, as well  launch our new interactive tools for reviewing your Annual Network Indicators data.

Publications and reports

Member Query – Repairs operatives staffing – November 2023

Report from City of Edinburgh Council on their recent benchmarking of repairs operatives staffing.

Member Query – Tenant Satisfaction Survey frequency – November 2023

Responses received to a recent member query on the frequency of Tenant Satisfaction Surveys in relation to the key Charter Indicators. November 2023

Quarterly Benchmarking 2023-24 Q2 LA report

This is the report on the Local Authorities who submitted quarterly data for Q2 of 2023-24.

Past Events

Service Improvement and Scrutiny Forum

This quarter's SISF session will focus on Annual Assurance Statements, data protection and learning from complaints, and is open to both LA's and RSL's.
17th Aug 2023
Microsoft Teams

Consultation Session on the Regulatory Framework Review (with the Scottish Housing Regulator)

SHN Members are invited to attend a Consultation Session on the Regulator's Framework review, led by SHR's Assistant Director of Regulation, Nicola Harcus.
8th Aug 2023
Microsoft Teams

Hate Crime Awareness and Reporting (with Kusminder Chahal, Stop Hate UK)

A 3-hour training session for local authority officers, raising awareness and improving understanding of hate crime, with reference to responses to hate crime, supporting victims and partnership working.
16th Jun 2023
Microsoft Teams

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