Listen

Complaints

Our commitment to you

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:

  • delays in responding to your enquiry or request;
  • failure to provide a service;
  • the standard of service provided;
  • our policies or procedures;
  • the attitude of a staff member; and
  • our failure to follow the proper administrative process.

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:

  • a routine first-time request for a service;
  • requests for compensation from us; and
  • matters that can be looked at by your right to appeal a decision we’ve made.

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:

  • your full name and address;
  • what has gone wrong; and
  • what you want us to do to resolve the matter.

If you still wish to make a complain, you can do this in various ways:

  • call us on 0141 440 0308
  • write to us at 35 McKechnie St, Glasgow G51 3AQ
  • Fill in our online form here

What happens once I have complained?

Stage 1 - Frontline Resolution
  • We’ll try to resolve your complaint quickly and within 5 working days where possible;
  • This could involve us giving you an on the spot apology and explanation where something has clearly gone wrong, and taking immediate action to resolve the issue; and
  • If you’re unhappy with our response, you can take your complaint to Stage 2. Some complicated complaints are looked at directly at Stage 2.
  • We’ll discuss your complaint with you to confirm why you remain unhappy and what outcome you’re looking for;
  • We’ll acknowledge your complaint within 3 working days and give you a full response as soon as possible, but within 20 working days; and
  • If our investigation is taking longer to complete, we’ll tell you and agree revised time limits, where possible.
Stage 2 – Investigation
  • We’ll discuss your complaint with you to confirm why you remain unhappy and what outcome you’re looking for;
  • We’ll acknowledge your complaint within 3 working days and give you a full response as soon as possible, but within 20 working days; and
  • If our investigation is taking longer to complete, we’ll tell you and agree revised time limits, where possible.

WHAT IF I’M STILL NOT HAPPY AFTER STAGE 2?

Social rented tenants and Owners

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.

Home Owners
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.