Complaints, Comments, Feedback
We welcome suggestions on how our services could be improved. If you have any comments, feedback or ideas on how to improve our service then please let us know.
We send out a Satisfaction Questionnaire by text to all tenants who report a repair.
Please respond to this text with your feedback. Everyone who responds is entered into our monthly prize draw and could win £30!
We aim to provide a good service at all times. Anyone who receives or requests a service from us can use the Complaints Procedure, and you can complain about any aspect of our service you are unhappy about. You can make a formal complaint, but it may be quicker and easier if the problem can be sorted out informally. You can make an informal complaint in person, over the phone, by e-mail or through the online contact form. For example:
- If a repair has not been done properly
- If you have not received information you asked for
- If you feel that a member of staff, Management Committee Member or contractor has behaved badly towards you
- If you feel you have experienced unfair discrimination
Informal complaints will be resolved as quickly as possible and always within a few days. If the complaint needs more time to resolve, or is of a more serious nature, it will be treated as a formal complaint.
When you make a formal complaint, we will ask you to fill in the Complaint Form that is part of our Complaints Procedure. All formal complaints must be made in writing.
When you make a formal complaint, we will write to you outlining how the complaint will be dealt with.
After you have used our Complaints Procedure you contact the Scottish Public Services Ombudsman, Bridgeside House, 99 McDonald Road, Edinburgh EH7 4NS or by phoning 0800 377 7330.
Q4 and Year End 2018/2019 Report on Complaints Performance can be read here.