Compliments and complaints
We do all we can to get it right first time – but we know sometimes that’s not the case.
If we don’t get things right, we’ll listen and learn to stop it happening again. If you’re unhappy with any of our services then let us know.
Our complaints policy follows the Scottish Public Service Ombudsman complaint handling model.
As part of the Property Factors (Scotland) Act 2011, the Homeowner Housing Panel (HOHP) was set up to resolve complaints and disputes between homeowners and property factors. From 1 December 2016, the HOHP changed its name to First-tier Tribunal for Scotland (Housing and Property Chamber).
We also want to hear from you if we’ve gone that extra mile to help. Fill in our form to tell us about the great service you've received.
How do I make a complaint?
Our complaints leaflet explains what to expect from us when we are dealing with your complaint.
It sets out the two-stage complaints process, what we do and timescales for each stage.
You’ll also find out what to do next if you remain unhappy with our decision or the way we handled your complaint.
Find out more in our complaints policy.
We collect information about the complaints we receive and use this feedback to help improve our services.
You can find information below about the number of complaints received and the type of complaints we received for the period October-December 2017.
|YourPlace complaints||All||% against received||Total Stage 1||% against received||Total Stage 2||% against closed|
|Responded within SPSO timescale||225||98.25%||206||98.1%||19||100%|
|Average days to resolve||3.4||18.58|
* SPSO (Scottish Public Services Ombudsman