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 firstname.lastname@example.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.
We dealt with 75 complaints during 2021/22. Of the 75 complaints responded to by the year end 97% were responded to on time, with 57% of those upheld. More information on our performance over the last three years is shown in the table below
|Complaint type (Received in reporting year and carried forward from previous year)||2021/22||2020/21||2019/20|
|Stage 1||49 (1 carried forward)||35||47|
|Stage 2||18 (1 carried forward)||17||11|
|Escalated to Stage 2||8||7||5|
Of the total complaints received in the year to date and where investigations are complete (22), 55% have been upheld or partially upheld This is fewer than last year, when 75% of all complaints received were upheld
This table shows the number of complaints received in the period 1 April 2022 to 30 June 2022 as well as those carried forward from last year. The number of stage 1 complaints has risen in comparison to last year whilst the number of Stage 2s fell. The total number of complaints increased from 16 to 24 which represents a not insignificant increase of 33%.
|Stage 2 (inc escalated to Stage 2)||9||4||2|
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.