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.
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 are some examples;
At a new build development the tenants complained that a street was being used as a shortcut. The Housing Officer spoke to each tenant in the street and asked what they would like us to do. The tenants requested fencing at a common area to enclose the street. We liaised with architect, builder and tenants and installed new fencing and carried out environmental improvements to address the tenants concern. The Housing Officer felt it was important to act quickly on the new tenants concerns as this was important to establish trust and ensure tenants value the service we provide.
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. During 2018/19 we anticipate that 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.
As part of a stock transfer we agreed to renew bathroom and kitchens at each transferring property within 12 months of the date of transfer. Originally we agreed a specification that would modernise kitchens but provide the same units and work space. At the start of the programme we received a complaint from a tenant that the kitchen had space for additional work top space. We took a quick decision to be more flexible with the design and spend additional money on each kitchen. This was important to differentiate to the new tenants how we as their new landlord would deliver services and respond to problems.