Introduction
This report contains feedback data from applicants who registered between 1 July 2026 and 30 September 2026.
Results
Number of surveys completed: 116
The number of completed surveys has decreased in the second quarter from 147 in the previous 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 69% in the previous quarter. The proportion of applicants who had difficulty registering remains low at 13%.
Was there anything you found particularly difficult?
Reasons for finding These Homes difficult to use:
| The way in which you upload documentation isn't as easy as it could be. |
| Some of the questions were difficult to understand and repetitive |
| Every time I was trying to submit information it would refresh half way through and I had a keep on starting over again |
| I have several medical conditions that I would like to have taken into consideration. I see a consultant at pain clinic and my gp. I need more time to submit evidence as my consultant is on leave and I do not see my gp until 28th July |
| Explanation of personal circumstances , applying for priority points due to sofa surfing |
| One contact point through entire process would assist greatly for continuity and possibly speedier actions taken . |
| Trying to provide proof as I am having anti-social behaviour issues where I'm currently staying. I got there in the end. |
| Arrears bar you? Even when those arrears accrued because of violent housing? Seems pro dom abuse and homelessness but oki |
| Just how to attach my medical forms |
| My landlord was unwilling to amend my account, which caused my need to re-register. This caused a bit of back and forth, but I was able to get my email address released and then made a new account. |
| Registering |
| Putting the timeline of where I used to live but maybe it was just me. |
| Apparently homeless people need solicitor letters to confirm they will have contact with there , followed tour whole application process and found it a waste of time as I was not eligible for housing according to advisor on phone and was advised to delete account. |
| It was installed by a member of Osprey housing .I find using technology difficult. |
| I can see the list of properties I have applied for. However, I cannot see how many other people have applied for the same home along with me. I am also unable to see my current position or rank among all the applicants for each property.Please add a feature that shows the total number of applicants for each home, as well as the applicant's current position in line (for example, "your application is 3 out of 15). This would provide much-needed transparency and help users better understand their chances. |
Can you think of any improvements that would have made the process easier?
Suggestions for improvements:
| I receive weekly updates only occasionally. |
| Streamline the process. |
| End and start date |
| Give longer time to input information on each question |
| Being able to speak to someone to help, we called multiple people abs they were very unhelpful |
| Move house |
| Initial caseholder follows through with all communication requirements . This includes from home visit , application , time to assist with technology issuues re:- websites/online evidencing etc . During an incredibly difficult time in life , I believe this would have made the process less stressful . |
| Don't do the above ^ |
| Enablers... |
| In my situation, we had accepted a tenancy, we were ready to move. We had only been able to view the property once. Instead of meeting us at the property to sign agreements it was all digital, so we did not see that a new gas shut off valve had been installed in the livingroom, which had a large unsecured wooden box around it and where the flooring has been cut out was not secured or braced properly. So part of the flooring had no support and with stepping on it, the cut section would dip into the floor quite significantly. And the day when our tenancy started, Friday, our landlord's office is not open. We go to them at the earliest opportunity which was 9am Monday, explain that the smell of someone using drugs below is so strong that it made my partner have to leave the property multiple times because he felt he could not breathe, and myself physically sick to the point I was vomiting, as well as this new gas shut off value being dangerous. It was unsuitable for us to live in. And long story short, our original tenancy remained, we did not move. This however caused our need to reapply, as our landlord were either unable or unwilling to remove this failed tenancy from our account. While i have now created a new account one of my previous priority pass has not been approved, which i am unsure as to why as nothing in our situation changed due to us remaining at our original address. I feel that if a tenancy fails in a similar situation, there should not be a much run around as we experienced, the landlord should have the ability to unwind these allocations on the system in the rare event something of this nature occurs. It added a layer of stress to an already expensive/frustrating and stressful time for both myself and my partner. |
| Make it easier for people less up to date with computer skills |
| Yes dont let homeless people apply then deny them housing because they cannot provide a solicitors letter, I was asvised by tour member of staff to just delete my application, I cant afford a solicitor letter bot many homeless people can , found the whole application pointless. |
| Please list a larger number of available homes on the platform instead of just one or two. Also, make the process transparent by showing the total number of applicants and our exact position in line for each home, so we can see if there is a real chance to get it. |
How have you received information?
| Printed Letters | Emails | Facebook Posts | Phone Calls | Other | |
|---|---|---|---|---|---|
| Number | 2 | 99 | 4 | 4 | 10 |
‘Other’ methods of contact:
| Family |
| Housing officer from dundee city council and my support worker |
| Council website |
| Was told in person about these homes |
| ^ |
| Housing Association |
| Word of mouth, friends also telling me |
| Family friend. |
| Through friends |
| My own research |
How do you rate the service?
An average of: 8.2/10