Introduction
This report contains feedback data from applicants who registered between 1 July 2025 and 30 September 2025.
Results
Number of surveys completed: 110
The number of completed surveys has decreased in the third quarter from 117 in the first quarter.
How long did it take you to register?
How easy did you find it to register?
The percentage of applicants registering within 30 minutes has decreased to 62% from 64% in the second quarter. The proportion of applicants who had difficulty registering remains consistently low at 11%.
Was there anything you found particularly difficult?
Reasons for finding These Homes difficult to use:
| I am 88 years old and very distressed at my flat being sold and found the whole thing bewildering. |
| Same question on the parts of the form. |
| Login back into my account. |
| I kept told they're were errors. |
| I didnt complete an online application .I completed a paper application as I find online more difficult. |
| I had a hard time because I didn't know English. |
| Was not clear whatinformation would be used for or what applied to what landlords - my medical conditions mean I have very variable cognition, so confusion caused was exacerbated when was contacted by separate landlords requiring extra/different information - benefits of the service are extolled as being a 'one-stop shop' but not the case in practice and, as such, caused disadvantage and disabling circumstance (both as per Equality Act 2010) through not providing full and genuine Access for all disabilities. |
| Trying to fill out the lots of questions. |
| Password had to get my daughter to help me. Had to be a very long password normal ones with 8 letters numbers etc wouldn't take. |
Can you think of any improvements that would have made the process easier?
Suggestions for improvements:
| Easier communication with These Homes. |
| Cut the question you answer at the start of the form and make it easier for older people to answer as not all can work out on a PC. |
| Cut the question you answer at the start of the form and make it easier for older people to answer as not all can work out on a PC. |
| Not so much repetition, fewer questions. |
| Make login work. |
| English-Turkish form is possible. |
| Providing full and genuine access for all disabilities. |
| I find a lack of clarity in who the housing authorities are. As well as the actual local authority, there are HAs that operate in the LA locus and others that overlap or are focused on niche markets, etc. It’s not very effective and confusing to new applicants — not necessarily your issue, but perhaps can influence a more effective solution. |
| I find a lack of clarity in who the housing authorities are. As well as the actual local authority, there are HAs that operate in the LA locus and others that overlap or are focused on niche markets, etc. It’s not very effective and confusing to new applicants — not necessarily your issue, but perhaps can influence a more effective solution. |
| I have had difficulty logging in to my account. I do not have a strong Wi-Fi connection and the system cannot verify the security of my connection. |
| Printed application form. |
| Not so many questions? |
| Just ordinary password with 8 letters, numbers, etc. would be easier — just like a normal password. |
How have you received information?
| Printed Letters | Emails | Facebook Posts | Phone Calls | Other | |
|---|---|---|---|---|---|
| Number | 5 | 92 | 10 | 6 | 12 |
‘Other’ methods of contact:
| None |
| Leaflet from Oaktree. |
| Was recommended by Dundee council |
| Family |
| In ELHA office |
| Recommended through by the council |
| Glasgow City Council lists |
| From being on the page before |
| Through Scottish Borders Council |
| From housing officer |
| A friend told me about These Homes |
| No just looked it up online |
How do you rate the service?
An average of: 8.4/10