Make a Complaint

If you’re unhappy with any aspect of the service we provide, we want to know.

We value all complaints as we believe it helps us find ways to improve our service delivery.

Our Complaints Handling Procedure has been developed by the Scottish Public Services Ombudsman (SPSO).

Sometimes things just don’t go to plan and where this happens, we would encourage you to complain.

If you are unhappy with the service delivery we appreciate that you would expect us to:

  • apologise if we’ve let you down
  • listen to you
  • deal with your issue quickly and effectively.

If you wish to tell us about a complaint, please complete the form on this page. Please do not hesitate to contact us if you need any help or further information.

We aim to respond to Stage 1 complaints within 5 working days and Stage 2 complaints within 20 working days.

You can read more about how we will process your complaint in our Complaints Procedure Leaflet. You can also see how we are performance throughout the year by viewing our Tenant News Letters or Annual Report.

Ways you can complain

You can contact us by post, e-mail, telephone or in person at any of our offices.

You can also use our complaints form.

Complaints about factoring

After we have fully investigated your complaint, if you are still dissatisfied with our decision or the way we dealt with your complaint, you can ask the Housing and Property Chamber to look at it.

They will try to resolve complaints and disputes between home owners and property factors, and you can contact them at:

Housing and Property Chamber
First-tier Tribunal for Scotland
Glasgow Tribunals Centre
20 York Street
G2 8GT

Telephone: 0141 302 5900

Fax: 0141 302 5901


Complaints about care service

If your complaint relates to a care service we provide you can choose whether to complaint to us or the Care Inspectorate. You can find out more about their complaints procedure or make a complaint by contacting the Care Inspectorate:

Telephone: 0345 600 9527
Fax: 01382 207 289

All other complaints

After we have fully investigated your complaint, if you are still dissatisfied with our decision or the way we dealt with your complaint, you can ask the Scottish Publci Services Ombudsman (SPSO) to look at it.

SPSO cannot normally look at:

  • A complaint that has not completed our complaints procedure
  • Events that happened or that you became aware of, more than a year ago
  • A matter that has been or is being considered in court

You can contact the SPSO:
Freepost SPSO (no need for a stamp) or SPSO

Bridgeside House,

99 McDonald Road,



Freephone: 0800 377 7330

Significant Performance Failures

If you are a tenant of a registered social landlord (RSL), such as a housing association or co-operative, or if you are a council tenant, you can report a significant performance failure (SPF) to the Scottish Housing Regulator (SHR).

A group of tenants or an individual acting on behalf of tenants, such as a representative of a registered tenants’ organisation, can also report an SPF to them.

Please see the SHR’s leaflet: Complain About a Landlord - Significant Performance Failures (Information for Social Landlord Tenants) to find out how to report a SPF.

Complaints Form

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