Complaints and Feedback
At Wellhouse Housing Association, we are committed to providing high-quality services to all our tenants, residents and customers. We aim to always deliver excellent customer service. However, we recognise that sometimes things can go wrong. When they do, we want you to tell us so we can put things right as quickly as possible.
We welcome complaints and feedback as they help us identify where improvements are needed, prevent the same issues from happening again, and improve the services we provide.
Our Complaints Handling Procedure follows the Scottish Public Services Ombudsman (SPSO) Model Complaints Handling Procedure for Registered Social Landlords.
What is a complaint?
We regard a complaint as any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf.
Complaints provide valuable feedback and help us improve the way we deliver our services.
Who can make a complaint?
Anyone who receives, requests or is affected by our services can make a complaint. This includes:
- Our tenants
- Housing applicants
- Factored owners
- Members of the public who use or are affected by our services
- Representatives acting on behalf of a customer (with permission where required)
What can I complain about?
You can complain about issues such as:
- Delays in responding to enquiries or requests
- Failure to provide a service
- The standard or quality of a service
- Staff attitude, behaviour or communication
- Dissatisfaction with a policy or decision
- Failure to follow our policies or procedures
- Any other aspect of the service we provide
What can't I complain about?
Some matters are not dealt with through our complaint’s procedure, including:
- A first-time request for a service (for example, reporting a repair or reporting anti-social behaviour)
- Requests for compensation
- Issues that have a separate appeals process, such as housing allocations or priority decisions
- Complaints that have already been fully investigated and where we have provided our final response
- Matters that are currently being considered by a court or tribunal, or have already been decided by a court
If your concern cannot be handled through our complaint’s procedure, we will explain why and advise you of the appropriate process.
How do I make a complaint?
You can make a complaint in whichever way is most convenient for you:
- Email us
- Telephone us
- Write to us – Wellhouse Housing Association, 49 Wellhouse Crescent, Glasgow, G33 4LA
- Visit our office and speak to a member of staff
If you require assistance making a complaint, or need information in an alternative format, language or communication method, please contact us and we will be happy to help.
Our Complaints Procedure
We operate a two-stage complaints procedure.
Stage One – Frontline Resolution
We aim to resolve straightforward complaints quickly, wherever possible. We will normally respond within 5 working days.
Stage Two – Investigation
If your complaint is more complex or you remain dissatisfied following Stage One, it will be investigated by a different member of staff. We will acknowledge your complaint within 3 working days and aim to provide a full response within 20 working days. If additional time is required, we will explain why and keep you updated throughout the investigation.
For full details, please download our Complaints Handling Procedure.
Scottish Public Services Ombudsman (SPSO)
If you remain dissatisfied after completing our complaints procedure, you have the right to ask the Scottish Public Services Ombudsman (SPSO) to independently review your complaint.
The SPSO is the final stage for complaints about housing associations in Scotland and provides a free, impartial and independent service.
Further information is available at www.spso.org.uk.
Scottish Housing Regulator
The Scottish Housing Regulator (SHR) monitors the performance of social landlords in Scotland to ensure they provide good-quality housing services.
The Regulator's guide, "How We Regulate: A Guide for Tenants and Service Users", explains:
- What the Scottish Housing Regulator does
- What tenants can expect from their landlord
- How the Regulator works
- When and how tenants can raise a serious concern about their landlord
The guide, factsheets, videos and British Sign Language (BSL) resources are available on the Scottish Housing Regulator's website.
Significant Performance Failures (SPFs)
A Significant Performance Failure (SPF) is different from an individual complaint. It relates to a serious or sustained failure by a landlord to achieve the outcomes and standards set out in the Scottish Social Housing Charter.
Examples may include:
- Consistently failing to meet required service standards
- Serious failures in governance or service delivery
- Failure to meet legal or regulatory obligations
- Failure to report performance information to tenants where required
If you believe there has been a Significant Performance Failure, you should first raise your concerns with us to allow us the opportunity to resolve the issue. If you remain dissatisfied, you may be able to raise the matter with the Scottish Housing Regulator.
Further guidance on Significant Performance Failures is available on the Scottish Housing Regulator's website.
Downloads
Documents