The Annual Complaints Report (right) provides a detailed review of how well we have performed during the 2016/17 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 took place during 2016/17.
During 2016/17, we have been 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.
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.
The SPF factsheet explains what an SPF is and how you can report an SPF - you can find it in the related publications box on the right.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 customer information leaflet
You can find other useful downloads in the related publications box on the right.