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. This new 2 stage process replaces our earlier Complaints Policy and Procedure. 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.