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Making a Complaint

We value complaints and use information from them to help us improve our service.  Please find below information to help you make a complaint to the Association or click here for our online form.  This information is for our tenants and other customers.  For owners, please click here.  Please do not hesitate to contact us if you need any help or further information. 

Complaints should be made to us in the first instance, however, if you remain dissatisfied you have the right to complain to the Scottish Public Services Ombudsman.

File Description File
Complaints Procedure 2024 PDF icon
Making a Complaint leaflet 2019 PDF icon
Customer Complaint Form PDF icon

Annual Complaints Performance

Please find below our complaints performance report.  It is a requirement from Scottish Public Services Ombudsman guidance that we publish this report on our website by the 31 October each year, from 2023.

Significant Performance Failure

A significant performance failure is something that your landlord does, or fails to do, that puts the interests of its tenants at risk. This is something that does, or could, affect ALL of your landlord’s tenants.  If you are a tenant of a registered social landlord (RSL), such as a housing association or co-operative like ourselves, or if you are a council tenant, you can report a significant performance failure (SPF) to the Scottish Housing Regulator. A group of tenants or an individual acting on behalf of tenants, such as a representative of a registered tenants’ organisation, can also report a significant performance failure to the Regulator.

More information is contained in the Regulator's leaflet in the table below or at this webpage: https://www.housingregulator.gov.scot/for-tenants/read-our-factsheets-for-tenants/significant-performance-failures-information-for-tenants-of-social-landlords.

File Description File
SHR Complaints and Serious Concerns PDF icon