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Your rights
This is a summary of our Policy. A full copy of the Association’s Complaints Policy is available on request.
Why have a complaints procedure?
Port of Leith Housing Association aims to provide high standards of service but there may be occasions when you’re not happy about something, and if this is the case it is important for you to tell us. This gives us the chance to try and put things right and to continually improve.
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Who can use the complaints procedure?
Anyone who receives or requests a service from Port of Leith Housing Association can use the complaints procedure.
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What can you complain about?
You can complain about any aspect of our service, which you are unhappy about. There are some things we will not be able to give you information about. For example, it would be wrong for us to discuss with you the details of someone else’s housing application, as this would be a breach of confidentiality.
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Trying to sort things out informally
It is best to try and resolve a problem informally, by talking to or writing to your housing officer or any other staff member if this is appropriate. Association tenants in Sheltered Housing should speak to their sheltered housing coordinator, or housing officer in the first instance. They should also be aware that if the situation remains unresolved they can make a complaint to the Care Commission by contacting them at: The Scottish Commission for the Regulation of Care, Compass House, 11 Riverside Drive, Dundee, DD1 4NY. Tel: 01382 207100.
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The formal complaints procedure
If the problem has not been sorted out informally, you can make a formal complaint to the Association. If your complaint is about housing applications or a general tenancy matter, address your complaint to The Housing Manager. If your complaint is about a repair or maintenance matter, address it to the Property Manager.
If you have a complaint against a member of staff you should write to the Director. Complaints about the Director should be sent to the Convener of the Housing Management Sub-Committee.
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Taking your complaint further – the 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.
Complaints of a very serious nature may be dealt with by the full Committee of the Association.
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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.
You must normally have gone through the Association’s own complaints procedure before the Ombudsman can deal with your complaint.
The Scottish Public Services Ombudsman is based at 4 Melville Street, Edinburgh, EH3 7NS. Tel: 0870 011 5378.
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Who will know about the complaint?
We will as far as possible respect the confidentiality of your complaint.
However if your complaint involves another tenant or a member of staff it may be very difficult for us to look at this without talking to that tenant or staff member.
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Getting independent advice
We would always hope that a problem could be sorted out informally. However you may feel it is important for you to get outside advice as appropriate from Citizens Advice Bureau, or in certain circumstances a solicitor.
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How do we record and monitor complaints?
Complaints can help us as well as you! All formal complaints made to the Association are recorded and reported to the Director, who will advise the Housing Management Sub-Committee of improvements the Association may be making as a result of complaints received.
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Improving our service to you
We always welcome suggestions on how we can improve things so if you have any ideas about this please let your housing officer know or drop us a line.
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Translation and Interpretation and Access Services
The Association uses ‘language line’ a national interpretation service. If you need help with translation and/or interpretation services the Association will make these available in order to deal with any complaint effectively.
Taped presentation can also be arranged. Any other issues of access to the complaints procedure should be raised with the Association’s Housing Manger who will ensure that appropriate arrangements are put in place.
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