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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 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.

2017/18 performance

The table shows the number of complaints we dealt with and provides a comparison with the previous year.

Of the 61 complaints responded to by the year end all but one were responded to on time. (98.4%). This is an improvement on the 92% performance for the previous year.

Complaint type 2016/17 2017/18
Stage 1 25 43
Stage 2 36 19
Total 63 62

Learn more about our 2017/18 Charter ReportFind 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.