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We aim to deliver a good service to all our customers, but we do accept that at times things can go wrong. Our complaints handling procedure aims to deal effectively with customers’ concerns where they arise. We use complaints to improve our service and report back in our newsletters and on our website on how our service has changed as a result of complaints. Senior staff review all complaints and the management committee will review trends and outcomes.
The following documents can be found on this website:
Complaints Handling Procedure
Unacceptable Actions Policy
Scottish Public Service Ombudsman Information Leaflet
Oak Tree Complaints Reports
The Scottish Public Service Ombudsman (SPSO) issued a model complaint handling procedure to all Housing Associations during 2012 and our procedure complies with the conditions set out by the SPSO.
If you would like more information about the Complaints Handling Procedure or the Unacceptable Actions Policy please contact us.
If you would like to make a complaint you can do it in the following ways: -
Telephone our Office on 01475 807000
Email us at firstname.lastname@example.org
Visit us at our offices
Write to us at Oak Tree Housing Association Ltd, 41 High Street, Greenock, PA15 1NR
Speak to any member of our staff.
Please refer to the Complaints Handling Procedure for details of how we will deal with your complaint.
Reporting a Significant Performance Failure
The Scottish Housing Regulator (SHR) can consider issues raised with them about ‘significant performance failures’.
A significant performance failure is defined by the SHR as something that a landlord does or fails to do that puts the interests of its tenants at risk, and which the landlord has not resolved. This is something that is a systematic problem that does or could, affects all of a landlord’s tenants. You can ask us for more information about significant performance failures.
The SHR has more information on their website or you can phone them on 0141 242 5642.