Tell us when something has gone wrong
We want to provide good services, but we know that sometimes things go wrong.
If you are unhappy with something we have done, or something we have failed to do, please tell us. We will listen, look into what has happened and explain what we can do to put things right.
Your feedback also helps us improve services for other tenants, owners and residents.
What is a complaint?
A complaint is when you tell us you are unhappy with our service.
This might be about:
| Examples of complaints |
|---|
| A repair not being completed properly |
| Poor communication |
| A delay in responding to you |
| A member of staff or contractor’s behaviour |
| A decision you think is wrong |
| A service not being delivered as expected |
| Repeated problems that have not been resolved |
Some issues can be dealt with quickly without going through the full complaints process. If we can put something right straight away, we will try to do that.
How to make a complaint
You can make a complaint in the way that suits you best.
Online: [link to complaints form]
Phone: 0141 554 2406
Email: complaints@reidvale.org.uk
In person: 13 Whitevale Street, Glasgow, G31 1QW
In writing: Reidvale Housing Association, 13 Whitevale Street, Glasgow, G31 1QW
If you need help making a complaint, please let us know. You can also ask someone else to complain on your behalf, such as a family member, friend, support worker or representative.
What happens next?
After we receive your complaint, we will:
- Confirm that we have received it
- Check what the complaint is about
- Speak to the right people or review the relevant information
- Let you know the outcome
- Explain what we will do next, if action is needed
If your complaint needs more detailed investigation, we will explain this and tell you what to expect.
We aim to resolve simple complaints within five working days, and more complicated complaints within 20 working days.
What we will do with your complaint
When we respond to your complaint, we will aim to:
- Listen to what you are saying
- Be clear and honest
- Explain our decision
- Apologise where we have got something wrong
- Take action where needed
- Use the learning to improve services
If you are still unhappy
If you are unhappy with our response, you can ask us to look at the matter again through the next stage of our complaints process.
If you remain unhappy after completing Reidvale’s complaints process, you may be able to take your complaint to the Scottish Public Services Ombudsman.
Compliments and suggestions
We also want to hear when something has gone well, or when you have an idea that could help us improve.
You can use this page to:
- Thank a member of staff or contractor
- Tell us about good service
- Suggest an improvement
- Share an idea for your close, street or community
Learning from complaints
Complaints help us understand where we need to improve.
We will use complaints and feedback to identify common issues, improve communication, review our services and report back on what has changed.
