Complaints & Compliments
We are committed to providing high quality customer services, valuing complaints and using information from complaints to help us improve our services. We also welcome compliments and positive feedback.
We hope that the quality of our services will be such that people will be delighted with all that we do. If you would like to make a positive comment about our services or a member of staff please e mail firstname.lastname@example.org or click here. However, we are realistic enough to accept this won’t always be the case.
Full details of our complaints processes can be obtained from our Complaints Policy or our “Your Right To Complain” leaflet. However complaints are dealt with under a two stage process. Stage One is known as frontline resolution and we will aim to resolve complaints within 5 working day. This may be dealt with by any staff member and they will let you know the outcome. This may involve an apology or an explanation of what we’re doing to resolve a problem or avoid a repeat.
Stage Two will deal with more complex investigations or cases that are not resolved at Stage One. These cases will normally be dealt with by a manager and we will aim to give a full response within 20 working days.If individuals are dissatisfied with the outcome of a Stage Two complaint they will be able to ask the Scottish Public Services Ombudsman to look at the problem.
If you are unhappy about any of our services or how we deal with you, please don’t hesitate to let us know. You can use the form on this page to give us information about a complaint or you can simply phone and speak to any member of staff. It is only by reviewing our failings that we can improve on what we do. We will publish information about our complaints and what we’ve learned from them in our Tenants Newsletter and on this web site. To read more about our Complaints Performance please click here.
Please click here for copy of our Complaints Policy.
Please click here Complaints Leaflet 2021 for copy of our Complaints Procedure and Form.
Please click here for a copy of the Scottish Housing Regulator's Complaints and Significant Performance Failure (SPF) Leaflet. This provides clear information on what a SPF is; what you do if you are aware of a SPF and the difference between a SPF and a complaint. It also includes the form you can complete, after reading the leaflet, to report a SPF.