Annual Complaints Report

The Annual Complaints Report provideds a detailed review of how well we have performed during the 2015/16 reporting year.

During this past year, we have focussed primarily on resolving complaints within their respective timeframes and training staff in owning the issue, by taking responsibility at the first point of contact, meeting target timescales, and keeping customers informed when handling their complaint.

Refresher training for all staff in Customer Care and Complaints is taking place during 2016 / 17.
During 2016/17, we will be focussing on logging and monitoring compliments, logging and monitoring learning outcomes from complaints, and logging and monitoring comments or suggestions submitted from Customer Complaint Satisfaction Survey results.

PDF LogoAnnual Complaints Report 2016/17

Making a Complaint or Suggestion about ACHA

ACHA wants to hear from you if have a complaint or suggestion. We'd much rather that you told us why you aren't happy with our service and give us the opportunity to make things better.
ACHA aims to deliver a high quality and caring service to its tenants and others in the community.

Please Download our Customer Information leaflet for further information on how we deal with any comments or complaints you have about us.

Word Logo Standard Complaints Form Stage 1
Word Logo Standard Complaints Form Stage 2
PDF LogoSHR Factsheet - Complaints and Significant Performance Failures
PDF Logo Online Suggestion/Feedback
PDF LogoCompensation & Redress
PDF LogoCustomer Care Leaflet
PDF LogoComplaints Handling Procedure - Customer Information Leaflet

Report a Significant Performance Failure

If you are an ACHA tenant, you can report a significant performance failure (SPF) to the Scottish Housing Regulator (SHR). A group of tenants or an individual acting on behalf of tenants, such as a representative of a registered tenants’ organisation, can also report an SPF to the SHR.

This factsheet below explains what an SPF is and how you can report an SPF

PDF LogoSPF Factsheet

An SPF is not an individual tenant complaint about services.

If you have a complaint, for example if you are unhappy about how repairs were carried out to your own home, then you should raise this through our complaints procedure.