Complaints Procedure
Whilst the Association always strives to adhere to its values and provide an excellent service at all times there will be occasions where you might feel the need to complain about the level of service you received.
We at Ruchazie Housing Association value complaints and we use the information gained from them to help us improve going forward. If something goes wrong or you are dissatisfied with our services then please tell us.
We regard a complaint as any expression of dissatisfaction about our action or lack of action or about the standard of services provided by us or on our behalf.
Who can make a complaint?
Anyone can make a complaint to us, including the representative of someone who is dissatisfied with our service.
It is easier for us to resolve complaints if you make them quickly, so please talk to a member of our staff about the service you are complaining about. They can then try to resolve any problems on the spot.
You can complain about things like:
- Delays in responding to your enquiries and requests
- Failure to provide a service
- Our standard of service
- Dissatisfaction with our policies
- Treatment by or attitude of a member of staff
- Our failure to follow proper procedure
If you feel you need to make a complaint you can complain in person at our office, over the phone, in writing or by email. When complaining please tell us your full name and address, as much as you can about the complaint, what has gone wrong and how you want us to resolve the matter.
You can view our complaints policy here
RAISING A SERIOUS CONCERN
The Scottish Government's Social Housing Charter sets out standards social housing landlords need to achieve, this includes Ruchazie Housing Association.
The Scottish Housing Regulator will monitor, assess and report on the performance of landlords in achieving these standards.
More information on the Charter can be found HERE.
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 Complaint and Serious Concern 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 the SHR. You can find out more about Complaints and Serious Failures HERE.
The SHR has also issued factsheet for tenants which can be found HERE.