Complaints Procedure

Our Complaints Handling Procedure reflects the Company's commitment to valuing complaints. It seeks to resolve customer dissatisfaction as close as possible to the point of service delivery and to conduct thorough, impartial and fair investigations of customer complaints so that, where appropriate, we can make evidence-based decisions on the facts of the case. It also aims to help us 'get it right first time" We want quicker, simpler and more streamlined complaints handling with local, early resolution by capable, well-trained staff.

Our procedure follows the Model Complaints Handling Procedure for Registered Social Landlords- as developed by the Scottish Public Services Ombudsman, with significant input from housing complaints handling professionals. This ensures a standard approach to handling complaints across the housing sector and compliance with the Scottish Public Services Ombudsman's guidance. Use of his procedure does not preclude any customer ultimately pursuing other remedies which may be available under relevant legislative provisions.

The new procedure for making a complaint can be downloaded by clicking HERE.

You can raise a complaint by getting in touch with us in any of the following ways:

  • Phone: 01620 829300
  • Email:
  • In person or by post: Homes for Life Housing Partnership, Tolbooth Gate, 57 Market Street, Haddington, East Lothian, EH41 3JG - Our office is currently closed to the public. Click here for latest information and COVID updates.

When complaining, tell us:

  • your full name, address and contact details
  • as much as you can about the complaint
  • what has gone wrong
  • what outcome you are seeking

It is easier for us to address complaints if you make them quickly and directly to the service concerned. So please talk to a member of our staff within the service you are complaining about. Then they can try to resolve the issue.