• How we use your feedback to make changes
• Important opportunities to get involved and shape the future direction of Cairn
• A community story celebrating a very special birthday
• Information about our upcoming tenant satisfaction survey

We’d really value your feedback on this new format so we can keep improving how we communicate with you.

👉 Tell us what you think in our short survey.

Thank you for taking the time to read this and for being part of the Cairn community.

Best wishes,

Audrey Simpson, Chief Executive

We receive a lot of feedback from you through surveys, complaints and conversations. Here is an example of how your views are helping shape our services.

You said: You didn't feel like your complaints were being taken seriously.

We did: We recently set up a Learning from Complaints Group. We meet every three months to look at complaints and make changes so that the same issues don't happen again. We also completed training to make sure that how we handle complaints and the responses we give you are delivered to a consistent high standard.

You can find more changes that you have influenced on our website.

We want tenants to have opportunities to help shape our services.

Current opportunities include...

We are launching two brand new ways for you to get involved at Cairn.

🗣 Tenant Voice Board

Share your ideas, represent tenants and help influence decisions at a strategic level, all through a monthly online meeting.

💡 Customer Insights Panel

Explore how services work and suggest improvements through targeted projects. Take part mainly online, with some in-person meetings or site visits.

👉 Find out more about both groups, including how to join, on our website.

We’re trying a new format and want to know what works for you. Tell us what you like, what we could improve, and what you’d like to see more of.

👉 Complete our quick survey.

We’ll be carrying out our tenant satisfaction survey over the summer, and we’d really value your feedback. The survey is carried out every three years and includes standard questions from the Scottish Housing Regulator, plus some extra questions from us to help improve our services.

The survey will be carried out by an independent organisation to make sure your responses are confidential and impartial. They will contact a representative sample of around 1,000 tenants. We will share the results with you towards the end of the year.

Your feedback will play an important role in shaping our future plans, including our Business Plan for 2027 – 2030.

Over the past few months we’ve contacted tenants about several important updates. Here’s a quick reminder.

We’ve partnered with Lightning Reach to help tenants check if they may be eligible for financial support. The free online tool helps you find over 2,500 grants, benefits and other support you might not know about.

👉 Check what support you could receive.

Allpay are moving to online direct debit setup. Tenants who pay by Direct Debit will have received an email asking to verify their email address. If you haven’t done this yet, you’ll receive another reminder soon so keep an eye out.

Rents increase by 4.25% from 1 April. All tenants should have received a letter explaining this change. We’ll publish a report later this spring summarising tenant feedback and explaining how the final decision was made.

In December, we sent out a short survey to understand how you feel about our homes, services and priorities. This was done to inform the review of our business plan. Over 240 filled it in, giving us valuable information into what matters most to you.

👉 We produced a summary of the findings, which you can read on our website.

We’re launching our brand new tenant portal on 1 April, giving you an easier way to manage your tenancy online.

You’ll be able to see your current and historical rent information, report repairs, and more – all in one place!

Look out for more details coming soon.

There were celebrations at Scotsburn Court in Tain recently as tenant Otto marked his 100th birthday. Otto celebrated with friends, family and fellow tenants, with a fantastic performance from local school pipers and Highland dancers. It was a wonderful afternoon and a lovely way to celebrate such a special milestone.

Small jobs now can help prevent bigger issues later. Here are a few seasonal tips to keep your home safe and comfortable.

Good ventilation helps prevent condensation, damp and mould. Opening windows regularly, especially after cooking or showering, can help keep moisture levels down.

👉 Read our guide to spring cleaning and keeping your home well ventilated.

Spring is a great time to tidy gardens, balconies and shared outdoor spaces. Cutting back overgrown plants, clearing leaves and keeping paths tidy can help keep areas safe and enjoyable for everyone.

👉 Read our simple spring gardening tips.

If you live in a building with shared hallways or stairwells, keeping these areas clear is important for everyone’s safety. Items like furniture, bikes or rubbish can block escape routes in an emergency.

👉 Find out more about fire safety in communal areas.

There are several ways to contact us if you need support or want to report an issue.