To make a complaint you can fill out our online form.
A copy of of our customer complaints procedure and a copy of the complaints form for prinitng can be found in the table below
| File Description | File | Size |
|---|---|---|
| Complaints Form V5 |  | 56KB |
| Complaints Leaflet V5 | | 139KB |
| Policy C.13 Unacceptable Actions and Behaviours V4 | | 158KB |
| Policy C.25 Complaints V.6 01.24 | | 484KB |
| SHR Complaints & Serious Concerns Report Form | | 121KB |
| SHR Factsheet For Tenants & Service Users 04.24 | | 290KB |
Significant Performance Failures
The Scottish Housing Regulator (SHR) can consider issues raised with them about ‘significant performance failures’. A significant performance failure is something that we do or fail to do that puts the interests of our tenants at risk. This is something that does, or could, affect all of our tenants. If you are affected by a problem like this, you should first report it to us. If you have told us about it but we have not resolved it, you can report it directly to the SHR, the form can be found in the table above. Further information on raising concerns about a significant performance failure can be found at https://www.housingregulator.gov.scot/for-tenants/
The Scottish Housing Regulator’s factsheet on Significant Performance Failures can be found on the SHR factsheet for tenants and service users.
Dealing with unreasonable complaints
Generally, dealing with complaints is a straightforward process, but in a minority of cases:
• people don’t work with us to resolve the issue
• continue to complain about issues that have already been responded to
In these circumstances we reserve the right to refuse to deal with the complaint, or to deal with it under our Unacceptable Actions and Behaviours Policy if, in our view, it is being pursued unreasonably or merits being handled in a different manner to our complaints policy and procedure.