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/ HOME / TENANTS SERVICES / TENANTS HANDBOOK / MAKING A COMPLAINT

Complaining When Things Go Wrong

We aim to provide the best possible service at all times but we recognise that we don’t always get it right.  When this happens we wish to know about it so that we may remedy the situation as soon as possible.

We treat complaints about our service delivery very seriously and have developed a complaints/appeals procedure to make it easy for tenants to tell us when they are not satisfied with our performance.

Our complaints/appeals procedure is open to everyone who receives or is requesting a service from the Association and people acting on their behalf.

The Complaints Policy is designed to deal with complaints about the service provided by the Association. It is not intended to deal with complaints against neighbours or other organisations but will cover complaints about how we have dealt with these on your behalf.

Examples of complaints are:

  • Repairs not being carried out properly
  • Tenants not receiving information you have asked for
  • Unreasonable behaviour by a Member of Staff, Committee Member or Contractor
  • Discriminatory behaviour by the Association
FORMAL COMPLAINTS

Whenever you feel your problem has not been resolved informally, you have the right to lodge a Formal Complaint.  There is a Leaflet available which explains the Complaints Policy and Procedures and it has a simple Form attached which makes it easy for you to submit your complaint and to tell us what you think we should do about it.  These Leaflets are available from any Member of Staff.

We will acknowledge receipt of your Complaint within three working days.  You will be notified in writing, within ten working days of us receiving your complaint of the outcome of the enquiry unless further investigation is required.  If this is required, an explanation will be given along with an estimated timescale of when the complaint will finally be resolved.

RIGHT OF APPEAL

A right of appeal is open to all tenants of the Association as part of your Tenancy Agreement

All Appeals will be heard by the Emergency Sub Committee of the Association’s Committee of Management.

If you still remain unhappy with the decision, you will normally have the right to take your complaint to an independent Ombudsman.

OMBUDSMAN SERVICE

The Public Service Ombudsman for Scotland investigates individual complaints made against Housing Associations.

This is a free and impartial service which we will actively encourage you to use if you have a grievance we have not been able to resolve.

Information about the Ombudsman service will always be made available to anyone registering a Formal Complaint or an Appeal under our Complaints Policy and Procedures.

Leaflets about the Ombudsman service will be on display at all times in the Association’s Offices.  They can be contacted at:

  • SPSO
    Freepost EH 641
    Edinburgh EH3 0BR

    Telephone 0800 377 7330
    Email: ask@spso.org.uk
CARE COMMISSION

If you are a sheltered housing tenant you also have the right to complain to the Care Commission about the housing support service you receive.  You can contact them at:


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© Angus Housing Association Limited 93 High Street, Arbroath, Angus, DD11 1DP.

Registered as a Social Landlord - Hal 65  |  Recognised Scottish Charity - SC  020981  |  Care Commission - CS 2004061668

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