To help address failures in service, or when something just hasn’t gone to plan, we ask our customers to get in touch as soon as they are dissatisfied.
When we receive a complaint, we will:
- listen to what you have to say.
- carry out a thorough, impartial, and fair investigation.
- try to resolve the complaint, where possible.
- respond as soon as possible.
- apologise for failures and take action to ensure that it doesn’t happen again.
You can make a complaint online, by email, by phone, in person or in writing – just let us know.
Complaint form
General query request form
Information request form
Different laws have different rights over what you can request from us. You may request information from us based on (1) UK GDPR, Data Protection Act 2018, (2) Freedom of Information (Scotland) Act 2002 and (3) Environment Information (Scotland) Regulations 2004. However, if you have an information request, we will consider your request and apply the correct law and to fulfil your request. The easiest way to request data is through our online request form.
You can read more about information requests here.
| General queries | Info@tollcross-ha.org.uk | |
| Housing | HousingManagement@tollcross-ha.org.uk | |
| Repairs | Repairs@tollcross-ha.org.uk | |
| Gas servicing | Gas@tollcross-ha.org.uk | |
| New kitchens & bathrooms | Investment@tollcross-ha.org.uk | |
| Finance & Factoring | Finance@tollcross-ha.org.uk | |
| Corporate | Corporate@tollcross-ha.org.uk |
Our complaint procedure
We have adopted the Scottish Public Services Ombudsman complaint handling procedure, below is a summary of this process.
Stage 1 - For straightforward and simple issues, needing little or no investigation.
We will aim to provide an on-the-spot response to stage 1 complaints and resolve the matter within 5-working days.
Stage 2 - For more complex issues requiring greater investigation or where a customer remains dissatisfied with stage 1 response.
We will aim to acknowledge the complaint within 3-working days and resolve the matter within 20-working days.
Independent Review
Where a customer remains dissatisfied after stage 2 of our complaints process, a customer can request an external review.
- For Housing Association matters this would be to the Scottish Public Services Ombudsman (SPSO).
- For Factoring matters this would be to the First-tier Tribunal (Housing and Property Chamber).
- For Mid-Market Rent matters this would be to the First-tier Tribunal (Housing and Property Chamber).
Serious concerns and complaints
Where a customer believes their complaint is a serious concern and impacts the wider tenant group, they can report this matter to the Scottish Housing Regulator (SHR) via their serious concerns form.
When can you report a Serious Concern? Tenants can contact the SHR if their landlord regularly and repeatedly fails to achieve the regulatory requirements for social housing; and this failure affects a group of the social landlord tenants.
What is a Serious Concern? When your landlord:
- has acted in a way which puts tenants’ interests at risk and this affects, or could affect, a group of tenants or all tenants; or
- repeatedly fails to achieve outcomes in the Social Housing Charter or outcomes agreed with tenants; or
- repeatedly fails to meet the Scottish Government’s minimum (Gypsy/Traveller) site standards; or
- has not reported its performance annually to its tenants or has reported it inaccurately; or
- does not meet our regulatory standards for how an RSL should govern itself and manage its finances; or
- has not met any performance improvement, governance or financial management targets we have set it in their Engagement Plan.
Find out more about Serious Concerns on the SHR Website.