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Make a complaint or suggestion

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 at all times.

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 Handling Procedure Customer Information Leaflet.

You can complain in person at any of our offices, by phone, in writing, via email by using our complaints form, (which is available to download on the right of this page). The contact details of our various offices are available via our contacts page.

Dealing with complaints that affect a child

In July 2024, the United Nation Convention on the Rights of Children (UNCRC) (Incorporation) (Scotland) Act 2024 was introduced into Scottish Law, making Scotland the first country in the UK, and the first devolved nation in the world, to directly incorporate the UNCRC into domestic law. This Act ensures that children’s rights are central to policy and decision-making, and that their needs are met by public service complaints procedures in Scotland.

The Scottish Public Services Ombudsman (SPSO) has developed a child-friendly way for public bodies to handle complaints. It is intended that the Complaints Handling Principles and the Child Friendly Complaints Handling Process Guidance sits alongside our Complaint Handling Procedure to ensure any complaints we deal with that effect a child, are dealt with in a way that upholds children’s rights under the UNCRC.

The good practice guidance can be found on the SPSO’s website via the link – https://www.spso.org.uk/child-friendly-complaints. The website also makes available a short guide for parents and carers that explains how complaints involving children will be handled ensuring the child’s rights are respected, and how the SPSO may need parents’ and carers’ help to do so - https://www.spso.org.uk/sites/spso/files/CFC/CFCParentGuide.pdf.

How well did we handle your complaint?

We are very sorry that you felt unhappy enough with our services or processes that you raised a complaint with us.

Finding out how satisfied you are with how we handled your complaint is a very important part of our complaint handling process:

It gives you the opportunity to tell us if you think we handled it properly and if not, why;
It also gives us the opportunity to learn from your comments on how it was handled and if we could have been better.

If you have not received a Complaint Handling Satisfaction survey form within 4 weeks of receiving your Stage 1 or Stage 2 Outcome letter, please contact the Corporate Services team on 01546 605855, or via corporateservices@acha.co.uk. We will arrange to post you out a survey or if you prefer we can email it to you.

Reporting a Serious Concern to the Scottish Housing Regulator (SHR)

When can you report a Serious Concern to the SHR?

Tenants can contact the SHR where their social landlord regularly and repeatedly fails to achieve the regulatory requirements for social housing; and this failure affects a group of the social landlord tenants.

What is a Serious Concern and how do I report one? - Please refer to the guide - ‘How we regulate: A guide for tenants and service users’ to the right of this webpage. This guide explains who the SHR is, what they do, how they do it and how to raise a concern about your landlord.

For further information on what to expect from your social landlord and what the SHR will do in response to any concerns you raise, refer to the Regulator’s factsheet available from the Regulators website - https://www.housingregulator.gov.scot/for-tenants/read-our-factsheets-for-tenants/complaints-and-serious-concerns-information-for-tenants-and-service-users-of-social-landlords-december-2025/