Angus Housing is committed to providing high-quality customer services. We value complaints and use information from them to help us improve our services.
Our Complaints Handling Policy and Procedures reflects Angus Housing Association Limited’s commitment to valuing complaints. It seeks to resolve customer dissatisfaction as close as possible to the point of service delivery and to conduce thorough, impartial and fair investigations of customer complaints, so that, where appropriate, we can make evidence-based decisions of the facts of the case.
If something goes wrong or you are dissatisfied with our services, please tell us. This leaflet describes our complaints procedure and how to make a complaint. It also tells you about our service standards and what you can expect from us.
We regard a complaint as any expression of dissatisfaction about or action or lack of action, or about the standard of service provided by us or on our behalf.
You can complaint about things like :-
This list does not cover everything. For example, complaints may also be about:-
There are some things we can’t deal with through our complaints procedure. These include:-
Anyone who receives, requests or is affected by our services and are dissatisfied with our service.
Sometimes a customer may be unable or reluctant to make a complaint on their own. We will accept complaints brought by third parties as long as the customer has given their personal consent. These complaints are treated in the same way as any other, regardless of who has brought the complaint.
You can complain in person at any of our offices, by phone, in writing or by email firstname.lastname@example.org.
It is easier for us to resolve complaints if you make them quickly and directly to the service concerned. So please talk to a member of our staff at the service you are complaining about. Then they can try and resolve any problems on the spot.
When complaining, tell us;
Normally, you must make your complaint within six months of:
In exceptional circumstances, we may be able to accept a complaint after the time limit. If you feel that the time limit should not apply to your complaint, please tell us why.
We will always tell you who is dealing with your complaint. Our complaints procedure has two stages:
Stage one – frontline resolution
We aim to resolve complaints quickly and close to where we provided the service. This would mean an on-the-spot apology and explanation if something has clearly gone wrong, and immediate action to resolve the problem.
We will give you our decision at stage 1 in five working days or less, unless there are exceptional circumstances.
If we can’t resolve your complaint at this stage, we will explain why. If you are still dissatisfied you can ask for your complaint to be investigated further through Stage 2. You may choose to do this immediately or sometime after you get our initial response. We can help you with making this request.
Stage two - investigation
Stage 2 deals with two types of complaint; those that have not been resolved at Stage 1 and those that are complex and required detailed investigation.
When using Stage 2 we will:
If our investigation will take longer than 20 working days, we will tell you. We will agree revised time limits with you and keep you updated on progress.
After we have fully investigated, if you are still dissatisfied with our decision or the way we dealt with your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to look at it.
The SPSO cannot normally look at:
You can contact the SPSO:
The SPSO does not normally look at complaints about our factoring service. From October 2012 the Homeowners Housing Panel will try to resolve complaints and disputes between home overs and property factors. So if your complaint is about a factoring service, and you are still dissatisfied after our investigation stage you will be able to go to the Homeowners Housing Panel:-
Housing and Property Chamber
First-tier Tribunal for Scotland
Glasgow Tribunals Centre
20 York Street
Glasgow G2 8GT
Telephone: 0141 302 5900 Fax: 0141 302 590
If your complaint relates to a care service we provide, you can choose whether to complain 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 0845 6009527 Fax: 01382 207289
Online mail to: email@example.com
The Scottish Housing Regulator (SHR) can consider issues raised with them about ‘significant performance failures’ A significant performance failure is defined by the SHR as something that a landlord does or fails to do that puts the interests of its tenants at risk, and which the landlord has not resolved. This is something that is a systematic problem that does, or could, affect all of a landlord’s 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.
A complaint between an individual tenant and a landlord is not a significant performance failure. Significant performance failures are now, therefore, dealt with through this complaints handling procedure. You can ask us for more information about significant performance failures. The SHR also has more information on their website.
Phone: 0141 271 3810
We understand that you may be unable, or reluctant, to make a complaint yourself. We accept complaints from the representative of a person who is dissatisfied with our service. We can take a complaints from a friend, relative, or an advocate, if you have given them your consent to complain for you.
Scottish Independent Advocacy Alliance
Tel 0131 260 5380
Fax: 0131 260 5381
Citizens Advice Scotland
Or check your phone book or online for your local bureau.
Angus Housing Association Limited
Registration Nos: FSA 1665R(S) Communities Scotland HAL 65 Scottish Charity SC020981 Property Factor ID PF000129
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