Shire Housing Association is committed to providing an effective and efficient service. However, in the event of an individual or organisation having a complaint against the Association a clear well defined procedure will ensure that all complaints are dealt with timeously and fairly.

Step 1 - How to Register your Complaint
In the first instance bring the matter to the attention of staff either by telephone call, personal visit, letter or email. The staff will make every effort to resolve the complaint on the spot.

Step 2 - Formalising your Complaint
If not satisfied a formal complaint can be made using a simple form which, is referred to the appropriate Manager. Normally the matter is brought to a satisfactory conclusion within 5 working days. If the problem is more complex, it may take longer to resolve. We will, however, keep the complainant informed of progress towards resolving the matter.

Step 3 - Right to Review
If dissatisfied with how a complaint has been handled, the complainant has the right to take the matter further by writing to the Director. In this instance full details of the complaint and what has been done to try and resolve the problem will be required.

The Director will acknowledge the complaint immediately and will review the action taken by staff towards resolving the complaint. The complainant will be notified of any further action which should be taken either by the Association or complainant. We aim to complete the review stage within 5 working days of receipt of the letter.

Step 4 - Right to Appeal
If aggrieved with the outcome of a complaint, an appeal can be lodged with the Board, who will make a final decision on the matter.

Step 5 - The Ombudsman
If it is considered that the matters have been dealt with unfairly and that a valid complaint which is still unresolved the complainant is entitled to seek the assistance of the Scottish Public Services Ombudsman. The Ombudsman investigates complaints from members of the public who claim to have suffered through maladministration.

Before writing to the Ombudsman a complainant will be expected to have followed the Association's internal complaints procedure to get the matter settled locally.

Confidentiality - All complaints will be dealt with in a strictly confidential manner.