Having your say
We listen to you, we learn and we improve. That’s the Cairn way. And so we’re always keen to give our tenants plenty of opportunities to get involved. To help to shape the services we deliver and assist us in delivering better homes and better landlord services.
After all, you’re living in our developments. You know the issues that affect you and your family, your neighbours, your community. So we want to work hard on the things that matter the most to you.
Our dedicated Communications & Engagement Team makes sure you are heard, and that our tenants are involved wherever possible.
Below, you can see some examples of how tenants have influenced changes in services and a feed of posts with opportunities to get involved.
YOU SAID
WE DID
Cairn are not always clear on what you’re paying for or how money is spent.
We are sharing clearer information about rent and service charges this year. From this winter, our rent consultation will be more detailed and include a breakdown of our income and spending. We are publishing a report in May 2026 showing what tenants told us during the recent rent consultation and how we responded.
We don’t always see how feedback influences decisions.
We will publish regular “You said, we did” updates showing how tenant feedback leads to change. We have appointed a Tenant Engagement Officer and a Customer Insights Officer to strengthen tenant involvement and to ensure tenant feedback shapes our services. We are establishing a Tenant Voice Board and a Customer Insights Panel. We will run a large-scale tenant satisfaction survey this summer and involve tenants in shaping our new business plan for 2027 – 2030.
Estates are not always well looked after.
We are reviewing our grounds maintenance contract and the standards contractors must meet. We will ask tenants for feedback on the current service as part of this review. We will clearly explain what work should be done and how often, so tenants know what to expect. This will be shared on our website as soon as possible. A new estate management policy is being developed, covering everything from estate inspections and how we deal with issues such as unacceptable behaviour.
Homes need investment
We have spent over £6million upgrading homes so far this financial year and plan to spend over £7million by the end of March 2026. Once approved by our Board, we will publish our improvement plans for next year.
