Complaints

We try to give as good a service as we possibly can, but, unfortunately, sometimes people may not be happy with the way we’ve done things. If that’s the case, we need to know about it, so tell us – complain!

Complaints about our service fall into two categories – a Frontline complaint (also referred to as a ‘Stage 1’ complaint), and an Investigatory complaint (known as a Stage 2 complaint).  

Frontline complaints are the more common, and they are about things that can be attended to quickly – like a complaint about someone not turning up when they said they would – while Investigatory complaints are generally about more serious issues, although they do include Stage 1 complaints that have been stepped up to Stage 2 because they haven’t been resolved.

Our target is to resolve Stage 1 complaints within five working days of receiving the complaint, and Stage 2 complaints within 20 working days of receipt.  We will let you know if we think that we can’t meet our target date, and give you an idea about how long we think it will take to address your complaint. We will always try and keep you abreast of progress.

Please note that this process relates to complaints about the services that we provide and NOT anti-social behaviour complaints.  Complaints about anti-social behaviour are dealt with under a different procedure.

If you aren’t happy with the outcome of your compliant, or how we have dealt with your compliant, you can appeal to the Scottish Public Services Ombudsman (SPSO).  The SPSO’s website is https://www.spso.org.uk/, their Freephone telephone number is 0800 377 7330, and you send them a letter at Freepost SPSO (you don’t have to affix a stamp to the envelope).  Their office is at Bridgeside House, 99 McDonald Road, Edinburgh, EH7 4NS, but you will have to telephone in advance to make an appointment should you want to visit in person.  

Please click on this link to read our Complaints Leaflet, which gives you advice on how to make a complaint. Our full Complaints Handling Procedure is found here, and privacy note here

The Scottish Housing Regulator (SHR) can consider issues raised with them about ‘significant performance failures’.  A significant performance failure is something that a landlord does or fails to do that puts the interests of its tenants at risk, and which the landlord has not resolved.  This is something that is a systematic problem that does, or could, affect all of a landlord’s tenants.  If you are affected by a problem like this, you should first report it to us.  If you have told us about it but we have not resolved it, you can report it directly to the SHR.

You can ask us for more information about significant performance failures.  The SHR also has more information about it on their website - www.scottishhousingregulator.gov.uk.  You can contact the SHR by phone on 0141 271 3810, and you can access a copy of the Scottish Housing Regulator’s Compliance and Significant Performance Failures Leaflet by clicking here