Making a Complaint

Customers can make a complaint in person, in writing, by telephone or by email. Complaints can also be made by completing a complaints form.
A copy of the Complaints Handling Procedure can be viewed and downloaded here.
A complaints form can be downloaded here.

The Association’s complaints procedure has two stages. How your complaint is investigated depends on the nature and complexity of your complaint.
The different stages of the complaints handling procedure are:

Stage 1 – Frontline Resolution

This stage allows complaints to be resolved quickly and close to the point of service delivery. Complaints are usually dealt with within five working days and the types of action taken in response to a complaint may include an on-the-spot apology or an explanation of why something has gone wrong.
If you remain dissatisfied after your complaint has been dealt with, you can ask for your complant to be investigated through Stage 2 of the procedure.

Stage 2 – Investigation

Stage 2 deals with two types of complaint: those that have not been resolved at Stage 1 and those that are complex and require a detailed investigation. When using Stage 2, your complaint will be investigated fully, and you will be issued with a full response within twenty working days.

Taking a Complaint Further
If you remain dissatisfied after your complaint has been investigated under Stage 2 of the procedure you may take your complaint further. If you are a tenant, you can ask the Scottish Public Services Ombudsman (SPSO) to independently review the complaint. The SPSO can be contacted by:
• Post: Scottish Public Services Ombudsman, Bridgeside House, 99 McDonald Road, Edinburgh, EH7 4NS
• Freephone: 0800 377 7330
• Online Contact:
• Website:

The SPSO does not normally look at complaints received from homeowners in relation to our factoring service. If homeowners exhaust our internal complaints process but remain dissatisfied, they have the right to approach the First-Tier Tribunal for Scotland Housing and Property Chamber (FTT). Further information about the FTT is available here.