Complaints

Our Complaints Policy is in line with the Scottish Public Services Ombudsman’s (SPSO) recommendations. The link above will take you to their website which includes a video which explains the process really clearly.

We are committed to providing high-quality customer services.  We encourage and value complaints. If you are unhappy or dissatisfied with any of our services we want to know.  We have a 2-stage procedure which helps us to resolve any issues as quickly as possible.  We use the information from complaints to help us improve our services. 

For further details please refer to our Guide to the Complaints Handling Procedure.

The Scottish Housing Regulator has produced an information leaflet explaining the difference between a complaint and a significant performance failure.  Please refer to this document for further clarification.

If you have any complaints contact us. 

We understand that you may be unable or reluctant to make a complaint yourself. We can take complaints from a friend, relative, or an advocate, if you have given them your consent to complain for you.

You can find out about advocates in your area by contacting the Scottish Independent Advocacy Alliance: Tel: 0131 510 9410 or visit their website: www.siaa.org.uk

You can find out about advisers in your area through Citizens Advice Scotland: Tel: 0800 028 1456 or visit their website www.cas.org.uk

Our latest Newsletter provides details of our performance in relation to complaints and service improvements as a result of customer feedback. We also produce an Annual Complaint Report that details our performance in the last year.