Complaints Resolution Procedure

We have a zero tolerance policy to any behaviour which is threatening or abusive towards members of staff. 

We do not reply to any forms of communication that is considered by us to be threatening or abusive.

Complaints may be made by telephone, email or in writing. 

If having made a verbal complaint you remain unsatisfied then you must put your issues in writing or by email within 14 days of the initial contact.

All written complaints will receive an initial response within 15 working days of receipt to allow for proper investigation. 

If the complaint relates to an item on your invoice you must write to us outlining your reasons within 28 days of the issue of the relevant invoice.

If the complaint relates to work carried out by a contractor we will liaise with the said contractor to attempt to resolve any issues raised. 

If you are not satisfied with the decision made, you must intimate this to us within a period of 14 days.  Your complaint will then be passed to a member of senior management who will then investigate it thoroughly and thereafter write to you to outline the final decision. 

If you do not agree with the final decision you will have the right to apply to the First-tier Tribunal for Scotland at the address below.

First-tier Tribunal for Scotland Housing and Property Chamber
Glasgow Tribunals Centre
20 York Street
G2 8GT