Contact us
For all general queries or to speak to your Housing Officer, please contact our Customer Advice Team. They will make sure your call is dealt with or directed to the correct person.
CORONAVIRUS UPDATE: Please note our office is closed until further notice. As we work remotely, please be aware that our phone services may be running a little slower than usual. Thank you for your patience.
Contact numbers
| Customer advice team: | 0131 554 0403 |
| Property repairs: | 0808 100 0403 (free from most landlines) |
| Out-of-hours repairs: | 0800 783 7937 (Bield 24 hour response) |
Office Hours
| Monday, Wednesday & Thursday | 8:45am – 5:00pm |
| Tuesday | 10:00am - 5:00pm |
| Friday | 8:45am – 3:45pm |
Closures
CORONAVIRUS UPDATE: Please note our office is closed until further notice. As we work remotely, please be aware that our phone services may be running a little slower than usual. Thank you for your patience.
10 and 13 April 2020
4 and 25 May 2020
21 September 2020
25, 28-31 December 2020
4 January 2021
General: info@polha.co.uk
Contact Form
Compliments and complaints
Your feedback matters to us whether it's a comment, compliment or complaint.
We welcome your feedback on our services, good or bad, and use it to help us improve what we do.
If you wish to make a complaint, you can complain in person at any of our offices, by phone, in writing or by email or by using our complaint form available here.
We operate a two-stage complaints process which we hope makes raising and resolving a problem with our services as quick and easy as possible for you.
Stage 1:
We might be able to resolve a complaint immediately and if not we will aim to address it within five working days.
Stage 2:
If you are not satisfied with the resolution you can have it investigated further and responded to within 20 working days. If complaints are complex, they may go straight to Stage 2.
Ombudsman:
If, after the investigation, you are still not satisfied with our decision or the way we dealt with your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to look at it. Read the SPSO complaints leaflet.
The Scottish Housing Regulator also provides information on complaints for tenants of Housing Associations. Please view their factsheet on Complaints and Significant Performance Failures for details.
