Get in touch

Get in touch online

Association Main Office Advice & Learning Centre
868 Tollcross Road, G32 8PF
0141 763 1317
84 Braidfauld Street, G32 8PJ
0141 764 1234
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 

Make a complaint 

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 (5-days for stage 1 / 20-days for stage 2). 
  • apologise for failures and take action to ensure that it doesn’t happen again.

We have adopted the Scottish Public Services Ombudsman complaint handling procedure.  However, if you remain dissatisfied with the final decision regarding a complaint, you can escalate this matter to the Scottish Public Services Ombudsman or other relevant body.

You can make a complaint online, by email, by phone, in person or in writing – just let us know.

Complaints about our factoring services

For complaints (where you are dissatisfied with the final decision) about our factoring service, complaints from shared owners, or complaints about private residential tenancies, customers should contact the Housing and Property Chamber (First-tier Tribunal for Scotland).

Complaints about our sheltered housing services

For complaints about our social care service, you can chooseto complain to us or directly to the Care Inspectorate.  

The Scottish Housing Regulator does not deal with individual complaints.  However, if you have a serious concern about the Association you can raise this with them.  

A serious concern is where a social landlord regularly and repeatedly fails to achieve the regulatory requirements.  Click here for more information