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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 (opens new window) page.

Each year we need to tell the SHR if we meet the Regulatory Standards and Requirements. Here is our  2023 Assurance Statement [73KB] .

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 [48KB] . 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.

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.