Complaints – Information and Performance

The Association’s Complaints Handling Procedure makes it clear that we welcome complaints from customers who are dissatisfied with any aspect of the services they have received. Complaints are a valuable source of feedback on the services we provide. Not only do they give us the opportunity to put things right where the level of service has failed to meet our standards, they can inform improvements to policies and procedures.

And complaints do make a difference. As a direct result of complaints received during 2020/21 and up to July 2021:

* We are holding regular meetings with our repairs contractor to discuss specific issues that tenants are complaining about with a view to improving service levels;

* We carried out further training with staff regarding General Data Protection Regulations following a minor breach;

* We reviewed our procedures for dealing with rent arrears to emphasise the need to deal with matters sensitively where there has been a bereavement in the household;

* We reminded staff that we should always seek to ‘do what we say we will’.

The Association follows the Model Complaints Handling Procedure developed by the Scottish Public Services Ombudsman. Full details are available in the Publications section of our website. The Procedure outlines 2 types of complaint:

Stage 1 Complaints

Our aim is that these complaints can be dealt with quickly an effectively by front line staff. In many cases, the response can be given immediately, however if we are not able to give an answer straightaway, we will respond within 5 working days.

Stage 2 Complaints

These can be complaints where the complainant remains dissatisfied with our response to a Stage 1 complaint, or where the matter being complained about requires more detailed investigation. Stage 2 complaints are investigated by a senior member of staff. We aim to respond to Stage 2 complaints within 20 working days, however if we are unable to do so, we will let you know why and confirm when we will be able to advise you of the outcome.

Still Dissatisfied?

If you remain dissatisfied with the outcome of your complaint following our investigation, you can take the matter further and how you do so depends on whether you are a tenant, an owner who receives services from us or you are a tenant of a mid-market rent tenancy, managed by our subsidiary, Manor Estates Associated Limited.
(For both organisations, they will expect that you have gone through our Complaints Process first and generally that you refer the matter to them within 12 months. We will give you full details of how to contact these organisations when we advise you of the outcome of your complaint).

TENANTS
You can contact:
Scottish Public Services Ombudsman
Bridgeside House
99 McDonald Road
EDINBURGH
EH7 4NS

OWNERS & MID-MARKET RENT TENANTS
You can contact:
Housing and Property Chamber
First-tier Tribunal for Scotland
Glasgow Tribunals Centre
20 York Street
Glasgow
G2 8GT