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


Forthcoming Events

Charter Performance – A Sector Overview

SHN present an overview of Charter Performance for the Sector, based on SHN Member data received so far. An opportunity for discussion on performance and what we can expect to see for the year ahead.
15th - 15th Jun 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 - 16th Jun 2023
Microsoft Teams

Latest News

Scottish Fuel Fund

Funds secured by HACT and Melville are now available for housing associations to access, providing vouchers to support residents with rising fuel costs.

Data Collection 2023/24

Information about SHN's data collection arrangements for 2023/24.

Social Isolation and Loneliness Fund 2023-2026 deadline 31st March 2023

The Scottish Government has published it's delivery plan for social isolation and loneliness policy "Recovering Our Connections" and a fund for which expressions of interest should be in by 31st March.

Publications and reports

Maryhill Rent Setting Consultation best practice

This presentation from our Service Improvement and Scrutiny Forum on 9th May 2023 provides an overview of the experiences at Maryhill Housing Assocaition in improving engagement with their tenants in the rent consultation process. An example of Maryhills rent consultation pamphlet can be found below.

SHN Presentation on Data and Benchmarking Services, 2023/24

Presentation on SHN's Data and Benchmarking Services for 2023/24, delivered by Ross Morris at recent Charter Preparation Sessions.

Practice Bite – Charter Preparation Sessions – March/April 2023

Notes from our recent Charter Preparation session with Christine Dugan, taking place on 27th and 28th March 2023, and 3rd April 2023

Past Events

Network Indicators Review

Members are invited to contribute to the review of our Annual and Quarterly Network Indicators at this special discussion session.
23rd - 23rd Mar 2023
10am to 12 noon
Microsoft Teams

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