This page will explain how to make a complaint, and the process of what happens afterwards. We also provide a printed leaflet, if you would like one of these, contact us on 01592 721 917.
Why Have A Complaints Handling Procedure?
At Ore Valley, we don't like having unhappy tenants. We understand this does happen from time to time though, and we want to be able to deal with issues effectively and efficiently to ensure that they don't occur again, to that tenant, or to any tenant. Complaints are good, because they help us learn from our mistakes and put things right, which helps us improve our service over all, ensuring we have lots of happy tenants!
A complaint is “...an expression of dissatisfaction by one or more members of the public about the Housing Association's action, or lack of action, or about the standard of service provided by, or on behalf of, the Association”.
Here are some examples of what a complaint could be:
- Failing to provide a service
- Providing a poor standard of service
- Failing to meet our published service standards
- Treating you unfairly
- Failing to follow our own policies or procedures
A complaint is not:
- A first request for a service.
- A request for compensation.
- Dissatisfaction with decisions taken in line with policy and/or statutory obligations (these should be heard through the appropriate appeals or legislative process).
- Request under the Freedom of Information Act or Data Protection Act.
- An attempt to reopen a previously concluded complaint, or an attempt to have the complaint reconsidered where the Association's definitive decision has been communicated (these should go to the SPSO).
You can make a complaint:
- In person, by coming into the office, or to one of our housing officers on a visit.
- Over the phone.
- In writing, by sending us a letter, or emailing us.
- Via this website, by using the form below.
We take all complaints seriously and record and monitor all complaints to ensure the service is improved as a result. We have a two stage complaints procedure:
Stage 1 - Frontline Resolution
- We aim to resolve complaints quickly and as close to the point of service delivery as possible at this stage, preferable at front line service
- We aim to resolve complaints within 5 working days or less, unless there are exceptional circumstances. These will be the more straightforward complaints where the staff member receiving the complaint will be able to resolve the matter on the spot by providing an apology and taking action to put the matter right or take other action to resolve the complaint quickly
- At this stage, it is not always necessary to respond to the customer in writing. Many complaints will be able to be resolved orally, face to face or by telephone and that is all that is needed.
Stage 2 - Investigation Stage
Complaints handled at this stage are those that may not have been resolved at Stage 1 or are so complex that they require investigation before we can provide a decision.
When dealing with complaints at this stage we will:
- Record the complaint at Stage 2 in the procedure
- Acknowledge receipt of the complaint within 3 working days
- Discuss the complaint with the customer to confirm the reasons for the complaint and to understand the outcome they are looking for
- Provide a full response to the complaint as soon as possible but not later than 20 working days
We will always aim to provide you with a full response to your complaint within 20 working days, but there may be occasions where our investigations will take longer than this to complete.
If this is the case, we will agree revised limits with you and keep you updated on progress.
The Complaint Handling Procedure sets a time limit of 6 months from when you first knew of the problem you are complaining about.
If we have fully investigated the complaint and the customer is still not happy, either with our response or with the way we have dealt with the complaint they can ask the Scottish Public Services Ombudsman (SPSO) to consider the matter further. Please note that SPSO will not normally look at complaints if the matter you want to complain about happened more than one year ago or if it has been dealt with in court.
Scottish Public Services Ombudsman
99 McDonald Road
By post: Freepost SPSO
Freephone: 0800 377 7330