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Getting Involved


Complaints Info Sheet

Complaints Customer CHP Document

Complaints Review October 2019


Complaints and Suggestions

We aim to provide an excellent service to all our residents and service users. We welcome all comments about our work, to help us improve.

If we do something well, it’s great to get compliments and praise.

If we get things wrong we encourage residents to make a complaint. We want to put things right as quickly as possible and learn from the experience to improve services.

We understand that if you make a complaint, you want:

  • An apology if we’ve let you down
  • To be listened to
  • Your problem dealt with quickly and effectively

Our approach to complaints is based on the Scottish Public Sector Ombudsman’s Model Complaints Handling Procedure.

The website of the Scottish Public Sector ombudsman is www.spso.org.uk

To make a comment, compliment or complaint please use our online form or contact the office.

During 2019/20 we received 139 complaints all of which were responded to in full.  There were 135 stage 1 complaints and we took on average 0.67 days to resolve these.  4 of these complaints moved to stage 2 (more complicated cases or complainer was unhappy with original resolution) and on average these were responded to in full in 10.75 days.

The SPSO (the next stage after stage 2 if the complainer is not satisfied) has not dealt with any complaints in relation to our work.

As an organisation we record any expression of dissatisfaction (complaint) with our service or of others that are performing a service in our behalf.

Your opinion and experience really matter and we would encourage you to get in contact and talk to us about what you would like changed.

Here is just one example;

Case A

At our AGM we received a couple of complaints about derelict land in the community. Unfortunately, the land was in the ownership of Glasgow City Council. We liaised however with the Council and received funding to tidy up the area.  We have not stopped at that though. In a residents survey, tenants commented they would value additional play facilities. Accordingly we developed a feasibility study into establishing a local training/employment programme that would provide community facilities on the same derelict land.  Our partner Easthall Residents Assocation (ERA) will purchase these sites with staff support from the Co-operative to turn the fesaibility study into a reality.

We are also going to appoint a member of staff whose sole purpose will be to support residents get employment and they will link with the new project once the land is purchased.