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Complaints

Making a complaint

We aim to deliver a high-quality service to our customers. We value your comments as this helps us to improve the way we work. If you are unhappy with the service you have received from us, our contractors or partners, please contact us at complaints@govanhillha.org so we can try to put things right.

We will acknowledge your complaint and tell you when you will receive a response. We will investigate your complaint, coming back to you if we require additional information. If we find that our service has not been up to the standard we expect to provide, you will receive a written apology. We will try to put things right and take steps to make sure we do not make the same mistake again.

For further information on our complaints process, please download our Complaints Handling Procedure leaflet.

We provide details on our complaints performance to our Management Committee and staff and make changes to processes if required. We provide further detail to customers on our website and in our annual Charter report.

2022/23

We addressed 80 complaints during 2022/23. Of these, 96.25% were responded to on time by the year’s end, with 72.5% of them being upheld. Further details regarding our performance over the past three years are outlined in the table below.

Complaint type (Received in reporting year and carried forward from previous year) 2022/23 2021/22 2020/21
Stage 1 67 (1 carried forward) 49 35
Stage 2 13 17 17
Escalated to Stage 2 4 8 7
Total 80 66 52

2023

 

In the current year up to date, and with completed investigations, 72.5% of total complaints have been upheld or partially upheld (61.25% were Stage 1 complaints and 11.25% were Stage 2 complaints). This represents a slight increase of 4.45% compared to the previous year, when 57.57% of all complaints received were upheld or partially upheld.

The table below illustrates the number of complaints received between 1st April 2022 and 31st March 2023, as well as those carried forward from the previous year. The number of Stage 1 complaints has increased compared to last year, while the number of Stage 2 complaints has decreased. The total number of complaints has risen from 49 to 67, indicating a significant increase of 36.73%.

Complaint type 2022/23 2021/22 2020/21
Stage 1 67 (1 cfwd) 49 35
Stage 2 (inc escalated to Stage 2) 13 17 17

 

Find out how we compare with other social landlords at the Scottish Housing Regulator’s website.

Significant performance failure

The Scottish Housing Regulator has published information on what a significant performance failure (SPF) is and how you can report one to them. You can find out more at the Scottish Housing Regulator website.

A SPF is not an individual tenant complaint about services. If you have a complaint, for example, if you are unhappy about how we have carried out repairs to your own home, then you should raise this directly with us through our complaints procedure.