Scotland Housing Awards 2024
Read all the shortlisted entries into this award category, excellence in the private rented sector, at the Scotland Housing Awards (SHA) 2024 and find out who won the award on the night.
This award is open to all organisations operating in the private rented sector in Scotland. It is aimed at letting agents or landlords who strive to excel in the areas of customer service and innovation.
This award was sponsored by SafeDeposits Scotland.
Winning project name
Your Choice Lettings and Property Management
Winning organisation
Housing Policy and Strategy, South Ayrshire Council
Statement of support
Your Choice Lettings and Property Management is a social letting agency, established by South Ayrshire Council in 2021 to offer a high-quality letting service to private landlords in the area and match prospective tenants with the right property. Your Choice offers two main services in exchange for a fee, a tenant find service and the option of taking on full management of the property.
Your Choice offers services to both landlords and tenants as outlined:
Tenants:
- Help to secure first months deposit
- Help to apply for housing costs and council tax reduction
- Assistance to set up utility accounts
- Help with obtaining furniture
- Providing access to local services e.g. training, volunteering or job opportunities
- Helping tenants with their wellbeing.
Landlords:
- Tenant matching service by marketing on social media and South Ayrshire Council website
- Provide three months rent guarantee if tenant falls into difficulty
- Lodge deposit with Safe Deposit Scotland
- Prepare all lease documents and ensure tenant understands their obligations
- Continued support throughout tenancy.
The service sits within the Council’s housing policy and strategy team and has responsibility for landlord registration, private rented sector (PRS) support and enforcement as well as being strategic leads for delivery of homeless and housing related services. It allows easy integration and upskilling for members of staff who come into post.
Your choice operates in a similar way to a commercial letting's agency, but with a focus on providing the three core principles of security, quality and affordability. Your Choice is an accredited letting agent and are a fully registered letting agent with the Scottish Government Letting Agent Registration Scheme. The Your Choice team is made up of a select group of experienced, enthusiastic people who are friendly, approachable, and accessible to customers who are always treated with respect, kindness and without judgement. Staff delivering Your Choice have undertaken the appropriate qualifications, adhere to training requirements and comply with a statutory code of practice.
Your Choice has a growing portfolio and currently manages ten properties. Homelessness was avoided for seven households who were at risk of homelessness due to:
- Overcrowding
- Ending of a PRS property
- Relationship breakdown
- Leaving care
- Leaving a parents home
- Leaving a residential rehabilitation.
There was appetite from people looking to move into the PRS and Your Choice believes schemes like this can pave the way for homeless prevention in the PRS.
Considerable work was undertaken to produce an online information page. This provided material such as:
- Up to date property listings
- An online tenant application for those interested in accessing the service.
Social media channels offered an effective communication tool to raise awareness of the service to both landlords and potential tenants. Strong internal structures around repairs and prevention opportunities were required and Your Choice found that the informative landlord and tenant packs were well received.
A lack of affordable PRS properties in the area (at LHA rate) remains a huge challenge and is part of the reason our portfolio is increasing gradually. We are keen to ensure that properties we take on are affordable. With rising rents, supply versus demand issues, and landlords taking opportunities to sell, we have not seen uptake at the level we had expected pre-covid, in the conception stages. However, we continue to promote the service, share the positive outcomes we are achieving, and this is leading to positive enquires from landlords and tenants.
Outcomes and achievements
Despite the challenges there is positive progress in the service, building on new and existing landlord relationships. Your Choice actively supports homelessness prevention activities by offering an alternative housing option and additional choice for applicants wishing to access the PRS. Furthermore, the service delivers a relationship-based housing management service to support tenancy sustainment.
Your Choice continues to grow and develop its portfolio which ensures both tenant and landlord are supported. Landlords and tenants have commended the help and advice available.
Tenant
"I was allocated a housing officer who has been great, supporting me wherever I needed support. It was different from renting from a letting agent due to the tenancy support offered as part of the service, my housing officer was the kind of person who will go out their way for you."
Tenant
"I have found renting a very positive experience, I felt they cared about the outcome, they wanted to see me make a success of my tenancy and were happy to support me to do so. I would advise anyone struggling to access the rental market or a landlord looking at renting out their property to consider this option."
Shortlisted entries
Lowther - Social purpose
Application entry
- Project name: Social purpose
- Lead organisation: Lowther
Statement of support
Over the past year, Lowther has thrived despite a number of external challenges, demonstrating dedication and innovation in the Scottish housing market. With a portfolio of over 2,500 properties, Lowther, a part of Wheatley Group, is committed to delivering exceptional, customer-focused services that offer value. The team's mantra, "We are a commercial business with a social purpose", drives our commitment to generate £15 million in Gift Aid over the five years to 2026; for the Wheatley Foundation, directly supporting people in Wheatley’s communities.
Customer support and innovation
Lowther prides itself on being an ethical business, contributing significantly to the community and standing out from competitors. The strategic focus includes delivering exceptional customer experiences, maximising homes and assets, changing lives and communities, and being a forward-thinking, digital business. Personalised and efficient residential letting services are delivered by patch-based agents, supported by a 24/7 Customer First Centre and cutting-edge online services.
Innovation in support
Responding to regulatory changes and the cost of living crisis, Lowther's agile team has innovated in supporting customers. The 'Here for you' campaign provided a directory of support providers, specialised welfare benefit and fuel advice, and financial support for food, fuel, and rent in emergencies. This campaign has been a lifeline for customers like Mrs. McGowan during the cost of living crisis. She said:
- “Receiving money towards my rent has been a huge relief – money helping rent balance in this difficult time. Grateful for the help in this cost of living crisis.”
Landlord and tenant relations
Lowther's approach to managing relationships with our tenants is based on transparency, communication and mutual respect. Regular property inspections, swift issue resolution, and fair pricing have built trust and fostered successful relationships.
Results
Lowther's revenue increased by eight per cent to £19 million, allowing for a £2.7 million Gift Aid to the Wheatley Foundation in 2023/24 and ensuring the £15 million Gift Aid over five years will be achieved. The mid-market development program has invested £6.5 million in new build properties, with more investment planned.
Conclusion
This year has been marked by strategic excellence, strong performance, proactive response to challenges, and a steadfast commitment to outstanding service and support for customers. With over 300 new homes planned in the next three years, Lowther remains dedicated to providing affordable homes in Scotland.
Outcomes and achievements
In the last 12 months, Lowther delivered over 100 new homes, relet 300 properties, and completed over 4,000 repairs, emphasising our commitment to quality housing. Testimonials from tenants like Beth Galloway and endorsements from public figures like Patrick Harvie highlight the positive impact of Lowther's developments on tenants' lives and the broader community.
- Lowther tenant Beth Galloway, 27, a civil servant who moved into Bell Street with partner Sean in 2020, said: “Mid-market rent is a good option if people don’t have enough for a mortgage. We both worked in Glasgow so living here suited us. The rent is really good for living in this part of the city, much cheaper than a private rented flat. We’re both very happy here.”
Patrick Harvie who was the MSP, minister for Zero Carbon Buildings, Active Travel and Tenants’ Rights at the time, visited Lowther’s award-winning Bell Street development, a former B-listed Victorian stable block in the Merchant City refurbished in 2019.
- Mr Harvie said: “The right to a warm, safe and affordable home is critical to wellbeing and is a right everyone deserves. Wheatley Group plays a valuable role in increasing the range of housing available to rent throughout Scotland."
