Complaints Performance

Learning from Complaints - April 2018 to March 2019

We value complaints and use the information from them to learn lessons and make changes to improve our services. We actively monitor our complaints and report to our Board Members on a quarterly basis and to the Scottish Housing Regulator.

We have a two stage procedure and will always aim to resolve your complaint at stage one unless you request that we escalate to stage two.

Stage 1 Complaints

Total number of complaints 658
% of complaints upheld 59.25%
% responded to within SPSO day target  56.83%

  

 

 

 

  

 Stage two complaints

Total number of complaints received 39
% of complaints upheld 71.79%
% responded to within SPSO target 35.89%

   

 

 

 

 

In the majority of the Stage Two cases over the SPSO target this was with customer permission. 

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