Please download our Osprey Tenant Responsibilities document which provides an indication of who is responsible for repairing specific items relating to your home
Where there is damage or neglect you must organise the repairs yourself. This includes any damage caused by you, any member of your household or visitor, whether the damage is accidental or intentional.
If you do not do this you, we will carry out this work but you will be asked to pay for the repair in full before we will commit to carrying out any work for you.
The only exception is in emergency repair situations when we will make the property safe and secure, however you will be liable for the costs.
Examples include:
It is important you ensure you have adequate Home Contents Insurance to cover your personal belongings, including electrical items and floor coverings. Should a leak or other incident cause damage to your personal belongings Osprey will not pay for such replacement items. You can find out more at www.thistletenants-scotland.co.uk
You must report any criminal damage to your property to the police and get an incident number. You'll need a valid crime reference number if the police have been in attendance. You may be held responsible for the cost of the repair if this is not supplied. We strongly recommend you have Home Contents Insurance to cover your personal effects. You can find out more at www.thistletenants-scotland.co.uk.
It is our responsibility to carry out gas safety checks. As your landlord we have a legal duty to carry out a check before you move in and every 12 months after that.
We will write to you with an appointment time before your annual service is due.
The visit to your home is to check that your gas installations, appliances, pipes and flues are safe. If you're not in when they call, the contractor will leave a card asking you to make another appointment.
We will give you a copy of the landlord safety record when the check is completed.
Please make sure you are at home for the appointment and if you need to change the time or date simply call us to rearrange a time that's more suitable for you. YOUR SAFETY IS OUR PRIORITY
Please be aware that if access is refused then we may have to force entry to the property and carry out the check. The costs involved in this will be recharged to you. Please ensure you communicate with us to prevent this situation occurring.
We have an annual planned maintenance programme which covers work such as:
We write directly to the affected tenants with the planned maintenance programme every year. Contact the Asset Management Team for more information.
You must get written permission from us before making any home improvements, for example:
Please download and complete the Permissions Form and send back to us.
We will not say no unless we have a good reason. If we agree, you will be responsible for any future repairs to those alterations and the permission may be granted with certain conditions to be adhered to. Alterations will inspected by one of Asset Management Team to ensure the work is carried out to a good standard and any conditions of permission are met.
Some tenants are entitled to compensation at the end of their tenancy for improving their home. This depends on the type of improvement and other criteria such as having the correct permission granted. If you have carried out alterations without permission you may be asked to remove the alteration and return your home to its previous condition. Any major alterations will need to meet statutory consents, such as a building warrant.
For more information or to discuss your ideas contact our Asset Management Team.
We may be able to help you stay in your own home by simply making a few adaptations, such as fitting grab rails.
We have limited funds available for this, however we will assess all referrals made.
Contact your local Occupational Health Department first to arrange a visit from an occupational therapist. They will make an assessment which will tell us how we may be able to help you.
Rent is due in advance on or before the first of every month. There are a variety of payment methods available in order that you can select the one which is most convenient for you. Rent can be paid using the following payment methods:
The rent payable under a Scottish Secure Tenancy Agreement is subject to an annual review, which takes effect on 1st April every year. The process for reviewing rents and rent increases involve both OTRA and our Governing Bodies. Final approval of budgets and rent increases lie with the Osprey Group Governing Bodies. We will provide a full consultation opportunity before making any changes to the rent levels, and will also issue a written statement of any proposed changes. Any change to rent charges tenants will be given at least one month’s notice.
If you are having difficulty paying your rent it is very important that you contact your Housing Officer and discuss the situation. There are a variety of ways in which the Group can support tenants including welfare benefit advice, affordable repayment agreements or in house referral to our Tenancy Sustainment Coordinator. The Housing Management team can carry out income and expenditure assessments and assist with income maximisation.
We can also liaise with a family member or friend on your behalf if you have difficulties dealing with matters yourself. We do need a competed Authorised Nominee form which can be completed here or by calling our Customer Service Team. Please see our Support and Advice page for more guidance.
We are committed to promoting equality of opportunity and diversity in our roles as a housing provider and landlord, an employer and in all areas of our business.
We believe everyone is entitled to be treated fairly with dignity and respect.
We are committed to reflecting diversity and delivering equality in all aspects of the Osprey’s work. We will not tolerate any form of discrimination, whether direct or indirect, and will take positive action to reflect this in our work.
This is encompassed in our Core Values:
➢ Ambition and Achievement – we are a high performing organisation delivering through innovation and challenge
➢ Equality and Respect – we recognise and celebrate the unique value in everyone
➢ Quality and Professionalism – we strive to deliver high standards
➢ Agile and Responsive – we are flexible and quick to deal with change without diminishing our delivery
You can read more about how we plan to do this in our Equality and Diversity policy which is available here - Equality & Diversity Policy, also our Action Plan which is available here - Action Plan
Please view our consolidated financial statements for Osprey Housing.
2024 - Osprey Housing Limited - Year End 31 March 2024
2023 - Osprey Housing Limited - Year End 31 March 2023
2022 - Osprey Housing Limited - Year End 31 March 2022
Osprey Housing is committed to improving services and we continually review our performance by setting ourselves Key Performance Indicators (KPIs) which are reviewed by our Board on a quarterly basis. We aim to improve performance year on year. The Scottish Housing Regulator’s Scottish Social Housing Charter requires us to keep our tenants informed as to how we perform as a landlord.
The Scottish Housing Regulator introduced The Scottish Social Housing Charter in 2013 and released a list of Charter Indicators for RSL’s. Part of the Charter is to keep our tenants informed with how we perform as a landlord.
This table concentrates on areas that we know are important to you.
Our latest Tenant report is available here - ARC Tenant Report
To compare Osprey Housing's performance with other similar organsations go to with - here
| 2020/21 | 2021/22 | 2022/23 | 2023/24 | ||
|---|---|---|---|---|---|
| Rent Collection | 102.74% | 98.93% | 98.73% | 100.37% | |
| Gross Rent Arrears | 2.78% | 3.47% | 4.61% | 4.24% | |
| Average void relet days | 27.2 days | 33.93 days | 31.10 days | 26.15 days | |
| % Void loss | 0.65% | 0.72% | 0.55% | 0.44% | |
| Average length of time taken to complete emergency repairs | 2.31 hours | 2.53 hours | 2.44 hours | 2.34 hours | |
| Average length of time taken to complete non-emergency repairs | 7.90 days | 7.38 days | 7.38 days | 6.16 days |
The organisation is led by the Chief Executive
Stacy joined Osprey Housing at the start of 2006 initially working in varying roles in the Housing and Asset teams. In 2013 Stacy was then appointed to the role of Integration Manager, on a secondment basis. Further progressing from this, Stacy moved onto the permanent position of Performance Improvement Manager in July 2014. During 2017 Stacy then made the move to the role of Housing Services Manager managing the housing teams for the Group, this role was subsequently re-designated to Director of Housing Services. In 2021 appointment was made to Chief Executive following the retirement of Glenn Adcook.
Our services are delivered by our dedicated staff team working across the organisation.
Director of Asset, Ryan Swan
Asset Management Officer, Emma Scott
Senior Asset Management Officer, Irene Madden
Asset Management Officer, Kerry Farquhar
Asset Management Officer, Rob Rosie
Asset Management Officer, Davie Simpson
Asset Management Officer, Scott Thow
Development Officer, Allan Liddle
Sustainability Officer, Jane McWhirr
Asset Management Administrator, Angela Auld
Asset Management Administrator, Sharon Davidson
Asset Management Administrator, Nicola Eddie
Director of Corporate Services, Clare Ruxton
Corporate Services Officer, Sofia Redford
Corporate Services Assistant , Martyna Huzarska
Senior Customer Service Assistant, Beth Halbert
Customer Service Assistant, Lynne Simpson
Customer Service Assistant, Mary Morrison
Customer Service Assistant, Ryan Dow
Customer Service Assistant, Shona Davidson
Customer Service Assistant, Nicola Eddie
Customer Service Assistant, Alanna ook
Director of Finance, Gary Walker
Finance and Business Analyst, Carol Graham
Senior Finance Assistant, Marie Holmes
Finance Assistant, Ellis Masson
Finance Assistant, Ann Barron
IT Officer, John Farquharson
Director of Housing Services, Daniel Thompson
Senior Housing Officer, Jamie Brown
Tenancy Sustainment Coordinator, Dawn Chalmers
Housing Officer, Elaine Sutherland
Housing Officer, Megan Beattie
Housing Officer, Catriona Leggat
Housing Officer, Gavin Farquhar
Housing Officer, Elaine Bowie
Housing Officer, Leisha Bishop
Tenancy Support Officer, Lisa Munro
Tenancy Support Officer, Rhiannon Garbutt
Housing Administrator, Ryan Dow
Our Board members are volunteers who give up their time to support the work of the Partnership. Board meetings are generally held 4 times a year. Each Board member is a director of the company, and also sits on one or more of our three committees: Housing; Resources and Governance; or Corporate Services.
Housing Committee - is responsible for reviewing Osprey Housing Management activities and reporting to the Board on all Housing Management aspects of tenant communications, tenant consultations and tenant participation.
Finance & Audit Committee- has responsibility for taking a Quality Assurance and overview of Osprey Housing's activities and reporting to the Board on the financial reporting process; the external audit; the accounting and internal control systems and the internal audit function.
People & Organisation Committee - is responsible for reviewing Osprey Housing's Corporate activities and reporting to the Board on communications and marketing strategy, ICT strategy, Human Resources and complaints/feedback.
Osprey Housing's Vision is supported by four Strategic Aims.
The Core Values of the Group reflect the foundation from which we perform and conduct our business, and are the essence of the company’s culture and identity. Our Core Values provide a framework to achieve the Group’s aims and the approach which underpins what we do. These are:
1. Ambition and Achievement – we are a high performing organisation delivering through innovation and challenge
2. Equality and Respect – we recognise and celebrate the unique value in everyone
3. Quality and Professionalism – we strive to deliver high standards
4. Agile and Responsive – we are flexible and quick to deal with change without diminishing our delivery
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