Standards and Policies

Information about Housing, Customer and Building Services policies, standards and strategies.

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 Icon for pdf Assurance Statement 2020/21 [42.51KB].

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 .

If you are a tenant and are aware of a significant performance failure you should follow this link to the Icon for pdf 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.  Icon for pdf For more details please read this brief report. [68.92KB]

Policies and Strategies

Housing, Customer and Building Services have Customer Service Commitments to ensure they perform well for their customers. It is important for us to know if customers think our commitments have been broken.