We know that sometimes things can go wrong and that you may become dissatisfied with our services.
You can make a complaint if you have requested or received a service from us, or if you represent someone who has. You can also complain to us if you or someone you represent has been affected by our services.
We have fully adopted the Scottish Public Services Ombudsman’s ‘model complaint handling procedure’.
We view complaints as any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf.
You can complain about things like:
Some things are resolved through different procedures. These include:
You can complain:
Normally, you must make your complaint within six months of:
In exceptional circumstances, we may be able to accept a complaint after the time limit. If you feel that the time limit should not apply to your complaint please tell us why.
Our complaints procedure has two stages:
Stage 1 — Frontline resolution
We aim to resolve complaints quickly and close to where we provided the service. This could mean an on-the-spot apology and explanation if something has clearly gone wrong and immediate action to resolve the problem.
We will give you our decision at Stage 1 within five working days, unless there are exceptional circumstances. If we can’t resolve your complaint at this stage, we will explain why. If you are not satisfied you can ask for your complaint to be investigated further through Stage 2.
Stage 2 — Investigation
Stage 2 deals with two types of complaint:
When using Stage 2 we will:
If our investigation will take longer than 20 working days, we will tell you. We will agree revised time limits with you and keep you posted on progress.
If after the investigation you are not satisfied with our decision or the way we dealt with your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to look at it.
The SPSO cannot usually look at:
Scottish Public Services Ombudsman
In person: SPSO,
99 McDonald Road,
Open Monday, Wednesday, Thursday, and Friday 9am – 5pm; Tuesday 10am – 5pm.
By post: Freepost SPSO (This is all you need to write on the envelope, and you don’t need to use a stamp).
By phone: Freephone 0800 377 7330
Reporting a significant performance failure to the Scottish Housing Regulator
The Scottish Housing Regulator (SHR) can consider issues raised with them about ‘significant performance failures’.
A significant performance failure is defined by the SHR as 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.
A complaint between an individual tenant and a landlord is not a significant performance failure.
The SHR also has more information:
Visit www.housingregulator.gov.scot or phone 0141 271 3810
We will adopt the new SPSO Complaints Handling Model by the deadline of March 2021.
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 or Citizens Advice Bureau.
Scottish Independent Advocacy Alliance
Citizens Advice Scotland
Visit: www.cas.org.uk or check your phone book for your local bureau.