We aim to provide the best possible service at all times but we recognise that we don’t always get it right. When this happens we wish to know about it so that we may remedy the situation as soon as possible.
If you are unhappy about any part of our service, we want to know so we can take corrective action. Problems can arise without our knowledge and we would welcome the opportunity to put things right. We would also like to know when you are pleased with a particular area of our service, and we would like to know that we are getting it right.
We treat complaints about our service delivery very seriously and have developed a complaints/appeals procedure to make it easy for tenants to tell us when they are not satisfied with our performance.
Our complaints/appeals procedure is open to everyone who receives or is requesting a service from the Association and people acting on their behalf.
The Complaints Policy is designed to deal with complaints about the service provided by the Association. It is not intended to deal with complaints against neighbours or other organisations but will cover complaints about how we have dealt with these on your behalf.
Whenever you feel your problem has not been resolved informally, you have the right to lodge a Formal Complaint. There is a Leaflet available which explains the Complaints Policy and Procedures and it has a simple Form attached which makes it easy for you to submit your complaint and to tell us what you think we should do about it. These Leaflets are available from any Member of Staff.
We will acknowledge receipt of your Complaint within three working days. You will be notified in writing, within ten working days of us receiving your complaint of the outcome of the enquiry unless further investigation is required. If this is required, an explanation will be given along with an estimated timescale of when the complaint will finally be resolved.
If you still remain unhappy with the decision, you will normally have the right to take your complaint to an independent Ombudsman.:
- Scottish Public Services Ombudsman (SPSO)
- Freepost EH 641
- Edinburgh EH3 0BR
- Telephone 0800 377 7330
- Email: firstname.lastname@example.org
If you want more information about our Comments and Complaints procedure, you can download our policy.
If you would like more information on making a complaint this has been included in the Tenants Handbook. You can view the calendar page online clicking here.