Complaints Statistics

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.

Complaints Process

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

Complaints Statistics

Complaints Statistics – 2025/26

We addressed 188 complaints during 2025/26. Out of all the complaints received and investigated during the year, 101 cases (58%) were either upheld or partially upheld. This represents a slight decrease compared to 2024/25, where 93 cases (61%) were upheld or partially upheld.

Of the upheld or partially upheld complaints in 2025/26, 75 were classified as Stage 1 complaints, while the remaining 26 were classified as Stage 2 complaints. A total of 99.2% of Stage 1 complaints and 97.9% of Stage 2 complaints were resolved within the designated timescales during 2025/26.The average response times for complaints during the year were:

• Stage 1: 3.74 working days
• Stage 2: 16.34 working days

Compared to the previous financial year, Stage 1 complaints increased by 24.29%, while Stage 2 complaints increased by 39.39%. Overall, the total number of complaints increased by 23.68% compared to 2024/25.

Complaints relating to factored properties accounted for 39 complaints during 2025/26, representing 2.62% of all factored properties.