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Complaints

Important Covid-19 Update

Please be aware that our office is currently not open to visitors.  However, as we have a number of staff set up to work from home, we are continuing to respond to phone and e-mail enquiries relating to complaints.  You can still call us on 0141 763 1317 or by e-mail to info@tollcross-ha.org.uk or you can still use the ‘complaint form’ on this page.

We understand that even during this time and despite our best efforts, you may still wish to raise a complaint about our services.  It is important to us that you let us know how you feel and we sincerely apologise for the inconvenience and distress this may cause.

Following the latest Government advice, we are not able to carry out face-to-face appointments or visits for the foreseeable future.  However we are committed to carrying out investigations into all complaints as best we can.  Where this is not possible, we will let you know.  Also, where it is not possible to meet the usual timescales (Stage 1 complaints – 5 working days and Stage 2 complaints – 20 working days), we may ask you for an extension of time. 

We will do our best to support our customers through these uncertain times and will focus on helping the most vulnerable as a priority.

In prioritising our work we will look to identify any complaints that concern COVID-19 or its impact and relate directly to current service provision for vulnerable people, and those where we believe there is a real and present risk to health and safety.

We are mindful, that the current situation may change at short notice, depending on national guidance.  In light of this, we are continually monitoring the available advice and assessing the ways in which we can continue to provide our services while at the same time protecting our colleagues and customers.

We recognise that the rapidly evolving situation is causing uncertainty.  We encourage all of our staff and customers to put their health and wellbeing, and that of their families, first to help prevent the spread of disease.  At the same time we will endeavour to deliver an efficient service and appreciate your support and understanding at this challenging time.

Scottish Public Services Ombudsman (SPSO) The SPSO is progressing two kinds of complaints: “essential new complaints” and, as far as possible, existing complaints. 

They have indicated they will be unlikely to review new “non-essential” complaints until at least July this year.  You can read more about the SPSO’s position on COVID-19  https://www.spso.org.uk/covid-19-update-for-customers

We value all complaints as we believe it helps us find ways to improve our service delivery.

Our Complaints Handling Procedure has been developed by the Scottish Public Services Ombudsman (SPSO).

Sometimes things just don’t go to plan and where this happens, we would encourage you to complain.

If you are unhappy with the service delivery we appreciate that you would expect us to:

  • apologise if we’ve let you down
  • listen to you
  • deal with your issue quickly and effectively.

If you wish to tell us about a complaint, please complete the form on this page.  Please do not hesitate to contact us if you need any help or further information.

We aim to respond to Stage 1 complaints within 5 working days and Stage 2 complaints within 20 working days.

You can read more about how we will process your complaint in our Complaints Procedure.

You can also see how we are performance throughout the year by viewing our Quarterly Newsletters.

We also publish our performance separately on the website.

Ways you can Complain

You can contact us by post, e-mail, telephone or in person at any of our offices.

You can also use our complaints form.

Complaints Form

Information on how we handle and use your personal information that you provide to us is included within our privacy policy.


Complaints about Factoring

Complaints about Care Service

All other Complaints

After we have fully investigated your complaint, if you are still dissatisfied with our decision or the way we dealt with your complaint, you can ask the Housing and Property Chamber to look at it. 

They will try to resolve complaints and disputes between home owners and property factors, and you can contact them at:

Housing and Property Chamber
First-tier Tribunal for Scotland
Glasgow Tribunals Centre
20 York Street
Glasgow
G2 8GT

www.housingandpropertychamber.scot

Telephone: 0141 302 5900

Fax: 0141 302 5901

E-mail: HPCadmin@scotcourtstribunals.gov.uk

If your complaint relates to a care service we provide you can choose whether to complaint to us or the Care Inspectorate.  You can find out more about their complaints procedure or make a complaint by contacting the Care Inspectorate:

www.careinspectorate.com

Telephone: 0345 600 9527
Fax: 01382 207 289
E-mail: enquiries@careinspectorate.com

After we have fully investigated your complaint, if you are still dissatisfied with our decision or the way we dealt with your complaint, you can ask the Scottish Publci Services Ombudsman (SPSO) to look at it.

SPSO cannot normally look at:

  • A complaint that has not completed our complaints procedure
  • Events that happened or that you became aware of, more than a year ago
  • A matter that has been or is being considered in court

You can contact the SPSO:
Freepost SPSO (no need for a stamp) or
SPSO

Bridgeside House,

99 McDonald Road,

Edinburgh,

EH7 4NS

Freephone: 0800 377 7330

www.spso.org.uk
www.spso.org.uk/contact-us
http://m.spso.org.uk

Significant Performance Failures

If you are a tenant of a registered social landlord (RSL), such as a housing association or co-operative, or if you are a council tenant, you can report a significant performance failure (SPF) to the Scottish Housing Regulator (SHR).

A group of tenants or an individual acting on behalf of tenants, such as a representative of a registered tenants’ organisation, can also report an SPF to them.

Please download the SHR’s leaflet ‘Significant Performance Failures – information for tenants of social landlords’ to find out how to report a SPF.

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