The Annual Complaints Report (right) 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.
Please Download our Customer Information leaflet for further information on how we deal with any comments or complaints you have about us.
You can find other useful downloads in the related publications box on the right.
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 complaints procedure.