If this is the case Linstone Housing Association feels it is very important that customers tell us about it. We will ensure the matter is fully investigated and try to achieve a satisfactory solution. For this reason we welcome complaints as a method of monitoring our performance/service delivery and will use the complaints procedure as a tool to help us continually improve.

Who can use the Complaints Procedure?

- Anyone who receives or requests a service from Linstone Housing Association e.g. tenants, owners, contractors, housing applicants etc.

- Anyone acting on behalf of someone receiving or requesting a service from Linstone Housing Association e.g. solicitor, MP MSP, councillors, Citizens Advice Bureaux.

- Anyone directly or indirectly affected by a service, action or lack of action by Linstone Housing Association.

- Tenants/Residents Associations.

What can Customers Complain about?

Customers can complain about any aspect of Linstone’s service with which they are unhappy:

Examples:

i) A repair which hasn’t been carried out properly.
ii) If information is requested, but not provided.
iii) Unreasonable behaviour of staff/contractor/committee member.
iv) If a housing application has been improperly processed.
v) If we fail to achieve our guaranteed standards.

Complaints about neighbours will be dealt with under our Anti-Social Policy and Procedure, unless the complaint is about the way a Neighbour Dispute was handled – when this policy will come into effect.

The following steps are open to you if you wish to complain about any aspect of your dealings with Linstone.

STEP 1 (INFORMAL PROCEDURE)

Register your complaint with the staff member who dealt with your original query.

If you prefer you can speak to the senior member of staff in the Section involved.

He/she will make every effort to resolve your complaints at the time.

You should hear from us within 15 working days of the complaint being made.

IT IS ANTICIPATED THAT MOST ISSUES CAN BE RESOLVED AT THIS STAGE.

STEP 2 (FORMAL PROCEDURE)

If you are still not satisfied after step 1 you should sumbit a complaint form (available from Linstone’s office) or write to the Association stating you wish to make a formal complaint.

This will be referred to the appropriate Director for investigation and response.

This normally takes 15 working days unless the problem is quite complex when it may take longer to fully investigate.  Your complaint will be acknowledged and a letter sent to you advising when you should receive a reply.

Please note that complaints about: -

• Any of the 4 Directors will be referred to the Chief Executive

and

• The Chief Executive will be referred to the Chair of the Management Committee.

STEP 3 (RIGHT OF APPEAL)

If you are dissatisfied with the way your complaint has been handled you have the right to take the matter further by writing to the Chief Executive.

The Chief Executive will review the action taken by our staff towards resolving your complaint. We aim to complete the review within 15 working days of receipt of your letter.

If you still believe the matter is unresolved you can submit a further written appeal to the Chairperson of Linstone’s Management Committee.

STEP 4 (THE SCOTTISH PUBLIC SERVICES OMBUDSMAN)

The Ombudsman investigates complaints from members of the public who claim to have suffered through maladministration. If you consider that you may have been dealt with unfairly and feel you have a valid complaint which is still unresolved you are entitled to seek the assistance of the Scottish Public Services Ombudsman. Please note that the Ombudsman cannot investigate the complaint unless you have first tried to obtain satisfaction through your Landlord’s own complaints procedure.

The address is:

Scottish Public Services Ombudsman
4 Melville Street
EDINBURGH
EH3 7NS

Tel: 0800 377 7330

E-mail: ask@spso.org.uk

Web Site: www.scottishombudsman.org.uk

Linstone has prepared a leaflet which clarifies in a bit more detail our complaints procedure. This is available from Linstone’s office in Linwood or you can download from the link below:

Download Making a Complaint Guide (115kb PDF)
Download Complaint Form (52kb PDF)

Please click on the link below to submit a complaint online:

Submit a Complaint