From time to time things go wrong. In any organisation there is always room for improvement. Port of Leith Housing Association is no different. If you wish to make a complaint there is a leaflet available from 108 Constitution Street which outlines your rights and options. The leaflet contains a tear off section which can be filled in and returned with your complaint in written form. The following paragraphs outline your rights to make a complaint and how we will deal with your complaint once it has been made.
In every situation it is always best to try and sort out the situation informally by discussion in the first instance. Only when this is not possible should you pursue the complaints procedure further. In the event that you are not happy you are entitled to contact the local government Public Service Ombudsman who has a section who are particularly responsible for Housing Association complaints. The Ombudsman will always ensure that the Association’s complaints procedure has been followed before he or she investigates therefore please take careful note of the procedure below and follow it wherever possible.
The Association's complaints procedure is as follows:
| Informal Complaint |
An informal complaint can be written or verbal.
Efforts will be made by front line staff to resolve the complaint. |
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| If not satisfied then |
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| Formal Complaint |
Wherever possible this should be made in writing stating the exact problem and how you would like to see it resolved.
We will write to you within three working days to acknowledge that your complaint is being dealt with.
We will then write to you again within two weeks of receiving the complaint to let you know the outcome. |
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| If not satisfied then |
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| Appeals Procedure |
If you don’t feel that staff have resolved your complaint satisfactorily, you can appeal to the Housing Association’s Housing Management
Sub-Committee.
We will write to you within three working days to acknowledge receipt of your letter.
The Convener of the Sub-Committee will write to you within three working days of the meeting at which your complaint is considered to let you know the decision. |
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| If not satisfied then |
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| Ombudsman Service |
| The Scottish Public Service Ombudsman investigates individual complaints against Housing Associations and Co-operatives. This is a free and impartial service, and a leaflet about it is available from our office. |
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To download a PDF version of the Complaints Policy click here |
