Govan Housing Association is here for our customers and we aim to get things right the first time. If we don’t, we want to know. By taking the time to tell us, we can help resolve the issue for you and use that experience to improve services going forward.
You can tell us when things go wrong by making a complaint. Complaints are a useful way for us to learn what’s needed to deliver better services.
We’ll try to deal with your complaint promptly and listen to your point of view. We also want to know when you’re happy with our service.
If you’re dissatisfied with our action or lack of action, or about the standard of service provided by us or on behalf of us, we want to know.
Your complaint may be about:
Usually, you must make your complaint within six months of the event, or within six months of you finding out that you have a reason to complain, but no longer than 12 months after the event. In exceptional circumstances, we can accept a complaint after the stated time limit.
There are some things that we can’t deal with through our Complaints Procedure such as:
It often helps to talk first with the staff member who is providing the service you’re complaining about so they can try to resolve any issues on the spot.
When complaining, you should tell us:
If you still wish to make a complain, you can do this in various ways:
Social rented tenants
If you’re still not happy, either with our decision or with the way in which we dealt with your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to look into it.
If you’re still not happy, either with our decision or with the way in which we dealt with your complaint, you can ask the First Tier Tribunal for Scotland (FTT) to look into it.