Complaints and Compliments

How to make a complaint

Our Complaints Handling Procedure (CHP) was implemented on 1st April 2012 and reviewed in August 2018.  It was developed by the Scottish Public Services Ombudsman and housing professionals to standardised housing related complaints.

The procedure reflects our commitment to value complaints. It seeks to address customer dissatisfaction quickly, resolve complaints early, make evidence based decisions from investigations and learn from complaints to help us do better.

Our CHP has two stages, Frontline Resolution and an Investigation stage after which, a complainant may be able to refer their complaint to the Scottish Public Services Ombudsman for further scrutiny.

Please contact us by telephone, e-mail, letter or call into the office if you are dissatisfied and wish to complain. Staff will make every effort to resolve your complaint on the spot. Alternatively you can request a complaints form which you can complete. Complaints form and guidance notes can be found below in the downloads section of this page.

We will regularly report and publicise the outcomes of complaints in our quarterly Newsletters and Annual Report, performance results will also be regularly updated on our website.

If you would like more information on the revised procedure please contact the Association. Further information on a range of matters of interest to tenants including complaints can be found on the Scottish Housing Regulator’s website www.scottishhousingregulator.gov.uk

How to make a compliment

Please tell us if you want to pass on a compliment or say thanks to our staff.  It’s nice to know that we are doing a good job.  We can also learn from and build on the good things.

We pass on any compliments we receive to the relevant staff and their manager.  To make a compliment, please telephone the office and provide the details over the telephone or ask for a Compliments Form.