Compliment, Suggestions & Complaint Handling Procedure
We are committed to providing quality services that meet the individual needs of all our tenants – and we set high standards to try and make sure we achieve this. We also know our tenants and other customers have similarly high expectations of us.
We know there can be occasions where we fall short of our standards or do not fully meet these expectations. We have a detailed Complaints Handling Procedure that is designed to help us resolve any customer dissatisfaction quickly and as close to the point of service delivery as possible. It is based on a two stage approach.
Complaints Handling Procedure: The 2-Stage Process
How to make a complaint
You can make a complaint by phoning 0800 678 1228, or by sending us a letter, or by speaking to a member of staff in person. We also have our complaints form which is available for download with paper copies available at our office.
Our connect ap allows you to submit a complaint straight to us. The contact us form on our website also provides an easy method to submit a complaint. Lastly we have create a survey monkey as an electronic, paperless, version of the complaints form.
We have Happy to Translate services and are available on 0800 678 1228 if you require any assistance in submitting a complaint to us.
Significant Performance Failures
A significant performance failure is something that we do, or fail to do, that puts the interests of our tenants at risk. This is something that does, or could, affect all of our tenants. If we do not deal with the failure, you can contact the Scottish Housing Regulator (SHR). The SHR has produced a factsheet that provides guidance on making a complaint about a regulated body and what the SHR can and cannot do about your complaint. SHR has also produced a Significant Performance Failure leaflet that provides more information on what you should do and how to raise your concerns. This includes a reporting form.
Support Services for Making a Complaint
We understand that making a complaint can seem daunting and stressful. There are a number of resources available to you to assist with the complaints process.
The SPSO provide a great range of support services. Full details of how they can support you can be found within this four page leaflet which also has links and contact details for other support agencies.
More help and advice with your complaint can be also be sourced from:
Citizens Advice Scotland
Citizens Advice Scotland may be able to give you further advice and guidance. You can discuss your concerns with your local Citizens Advice Bureau. To find your nearest Bureau please visit www.cas.org.uk, or look in the phone book.
Shelter Scotland have plenty of advice, including a benefits calculator, on their website. Or you can call their free national helpline for advice. Make sure you say you’re calling from Scotland as advice for people living here will be different from that given for England andWales.
Telephone helpline: 0808 800 4444
Law Society of Scotland
You may also wish to seek advice about whether there is a legal route for your concerns. The Law Society of Scotland may be able to help you find a solicitor.
Telephone: 0131 226 7411
Dissatisfaction after a Complaint
Anyone who remains dissatisfied at the end of our complaints process can ask the Scottish Public Services Ombudsman (SPSO) to investigate the matter.
The SPSO's contact details are:
Freephone: 0800 377 7330
Online contact http://www.spso.org.uk/contact-us
Mobile site: http://m.spso.org.uk
SPSO, Bridgeside House, 99 McDonald Road, Edinburgh, EH7 4NS
Comments, Suggestions and other Feedback
We welcome all other feedback – and use comments and suggestions to help us improve.
You can share your views with us in many ways. Send us an email or letter; speak to a member of staff or call our Customer Services Team. You can also contact us through our website or social media.