Customer Service Centre
0800 028 2755

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.

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 communications@acha.co.uk. We will arrange to post you out a survey or if you prefer we can email it to you.

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.

For an explanation of what an SPR is and how you can report an SPF, please refer to page 5 and 6 of the 'How we regulate - a guide for tenants and service users' published by the SHR, which you can find in the related publications box on the right, along with the form to use to report an SPF.

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