Complaints Handling Procedure
Our Complaints Handling Procedure (CHP) fully complies with the standards set down by the Scottish Public Services Ombudsman.
Any tenant, owner or housing applicant may use the complaints process. There are certain types of complaints that cannot be resolved directly by the housing association alone.
Examples of this kind of complaint include:
- Car parking issues
- Refuse collection
- Anti-social behaviour
- Claims for compensation
When complaints of this nature are brought to our attention, we will do our best to highlight the problem to the authorities concerned. Very often we are able to work with the relevant organisations over time to resolve a problem. We will still record and investigate these complaints where appropriate, but as we are not directly responsible for the cause or the outcome we record a 'partially upheld' outcome in our records.
All complaints to the Association are recorded and reported on a quarterly basis to our Management Committee. We display quarterly summaries in our office reception area and on the 'Complaints Information' page on this web site. Our Annual Report includes a summary of the year’s complaints.
Our booklet ‘Complaints Handling Procedure’ provides more detailed information on how the process works. It is downloadable to print or read from this page, or available in hard copy on request from the Association’s office.
Tenants and housing applicants who are unhappy with the Association’s response or findings can appeal to the Scottish Public Services Ombudsman, Freepost EH641, Edinburgh EH3 0BR.
Owners have the right to appeal to the First-tier Tribunal for Scotland, 4th Floor, 1 Atlantic Quay, 45 Robertson Street, Glasgow G2 8JB.
Our written response to conclude your complaint will advise you of your right of appeal and provide the contact details that are relevant for you. Both of these bodies require that you exhaust our formal complaints procedure before approaching them.
In the event of an appeal to either the Ombudsman or the First-tier Tribunal for Scotland, the Association will abide by the appeal findings and recommendations.