It is important to us that we provide the best possible service to all our customers. To help us monitor how we are doing, we review our performance in a number of key areas on a regular basis. We also assess customer satisfaction with services. Most of the information we gather also has to be submitted to the Scottish Housing Regulator on an annual basis and you can find out more about this on their website – www.housingregulator.gov.scot
Throughout the year, we publish performance information on this website – click HERE for our latest report.
We also have to publish our performance in relation to the Scottish Social Housing Charter on an annual basis. Please click HERE for this year’s results.
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.
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).
You can contact:
Scottish Public Services Ombudsman
99 McDonald Road
OWNERS & MID-MARKET RENT TENANTS
You can contact:
Housing and Property Chamber
First-tier Tribunal for Scotland
Glasgow Tribunals Centre
20 York Street