Lochaber Housing Association

Complaints

Lochaber Housing Association aims to provide a first class service to all our tenants, sharing owners and service users. Sometimes we make mistakes, but if this happens we’ll do our best to put things right.

This page explains how to make a complaint and what the Association will do to ensure that matters are resolved as effectively as possible.

Your comments are important to us because they help us to put things right and improve our services. We also hope that there are times when you would like to tell us that we are doing something well.

We take all forms of feedback seriously and will use the information to monitor our performance and adapt our services to meet your needs.

If you make a complaint and we are at fault we will:

  • Apologise;
  • Tell you why things went wrong;
  • Let you know what we will do to try to make sure the same thing doesn’t happen again (and check to make sure that it does not); and
  • Put things right (as far as possible we will try to put you back in the position you were before the problem happened).

If we were not at fault we will explain why.

In accordance with the Scottish Housing Charter and the Scottish Housing Regulator we are required to provide our customers with information in relation to the complaints we receive.

Complaints Received Quarter 1
Download Complaints Performance (pdf) »

Who can complain?

Anyone can make a complaint if they feel that Lochaber Housing Association is responsible. You do not need to be a tenant or sharing owner. You might be an applicant or a member of the public.

How do I make a complaint?

We have a Complaints Procedure leaflet designed to assist you in making a complaint. You may make a complaint in person at our office, by phone on 01397 702530, in writing, by email or by using our complaints form. If you want to email the complaints form back to us, please download the Word version here.

You should tell us what the problem is, and what you would like done to put things right.

SIGNIFICANT PERFORMANCE FAILURES

A significant performance failure is something that your landlord does, or fails to do, that puts the interests of its tenants at risk. This is something that does, or could, affect all of your landlord’s tenants.

If your landlord does not deal with the failure, you should contact the Scottish Housing Regulator.

Download the Significant Performance Failures factsheet for further information »

 

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