Complaints
Our staff work hard to ensure that services are of the highest quality possible. However, we recognise that from time-to-time, we may fall short of standards or expectations. While we aim for this never being the case, we have a Complaints Handling Procedure to ensure that we can investigate any shortcomings quickly and resolve to everyone’s satisfaction.
We understand that raising complaints can be frustrating or even uncomfortable, but we are here to listen and work with you towards a solution. We adopt the view that a complaint can always be a learning opportunity to improve how we do things.
There are two categories of complaint:
Stage 1 complaints are those that can be resolved immediately or within five working days. Any member of staff can complete a stage 1 complaint.
Stage 2 complaints require more investigation and must be signed off by a senior member of staff. The target time for completion is twenty working days.
If you are dissatisfied with anything related to the delivery of our services, please contact us in-person or by telephone, email or letter.
If we can resolve your complaint there and then we will always aim for this, however if the complaint requires some form of investigation, our timeline for a response is 5 working days. This may escalate to a stage 2 (20 working days) depending on the complexity of the complaint or if you are dissatisfied with the initial response. If required, the next and final stage would be an escalation to the Housing Ombudsman.
The outcomes of complaints handled by us will be communicated to you in writing, and reasons will be given to explain whether the complaint was upheld, not upheld or partly upheld.
We are regulated by the Scottish Housing Regulator, which has published guidance on making complaints to them if the issue constitutes a serious concern that the Association has a significant performance failure which could seriously affect a collective group of residents. More information can be found at: How we regulate: A guide for tenants and service users | Scottish Housing Regulator
Please note that this procedure is for serious concerns and significant performance failures only. It does not, and should not, replace our own complaints procedure, and the vast majority of complaints should not be directed towards the Regulator.