Serious Concerns Complaints
Complaints and Serious Concerns
Ore Valley Housing Association is a regulated social housing provider and we are overseen by the Scottish Housing Regulator (SHR). The Regulator is there to protect the interests of tenants, people who are homeless, and others who use social landlords' services and ensure that we meet our obligations.
As a social landlord we should:
• work towards achieving the standards and outcomes set out in the Scottish Government’s Scottish Social Housing Charter;
• tell you how we are performing against the Charter in plain English and give you a way to tell us what you think;
• send performance information each year to the Regulator to show we are achieving the standards and outcomes of the Scottish Social Housing Charter;
• be able to show how we have involved tenants in how we gather and share information about our Charter performance;
• give other groups the opportunity to make their voices heard such as people who are homeless, home-owners who get services from social landlords, and Gypsy/Travellers who use sites provided by social landlords; and
• to meet the regulatory requirements for social landlords.
Our internal complaints procedure is outlined here for individual complaints but should you feel a collective complaint from a group or representative body is necessary, then the Scottish Housing Regulator has a 'Complaints and Serious Concerns' process for this.
What is a Serious Concern?
When your social landlord:
• has acted in a way which puts tenants’ interests at risk and this affects, or could affect, a group of tenants or all tenants; or
• repeatedly fails to achieve outcomes in the Social Housing Charter or outcomes agreed with tenants; or
• repeatedly fails to meet the Scottish Government’s minimum (Gypsy/Traveller) site standards; or
• has not reported its performance annually to its tenants or has reported it inaccurately; or
• does not meet our regulatory standards for how an RSL should govern itself and manage its finances; or
• has not met any performance improvement, governance or financial management targets we have set it in their Engagement Plan.
Examples of a Serious Concern
(please note these examples are not exhaustive)
When your social landlord:
• fails to consult with tenants on a rent increase; or
• does not make its engagement plan available and accessible to tenants; or
• does not collect data relating to the protected characteristics of their tenants; or
• regularly fails to do gas safety checks when it should; or
• regularly does not do repairs when it should; or
• does not allow tenants to apply for another house; or
• does not respond formally to complaints
To report a serious concern, details are outlined in the factsheet below and you should complete the form attached and return it to the Scottish Housing Regulator.
.png){kind=logo}