Making a Complaint

Our Complaints Handling Procedure (CHP) was implemented on 1st April 2012. 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 either by telephone, e-mail, letter or a visit if you are dissatisfied and wish to complain. Staff will make every effort to resolve this on the spot.

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