Complaints and Compliments

Cathcart & District Housing Association is committed to providing high-quality customer services.

We value complaints and use information from them to help us improve our services. If something goes wrong or you are dissatisfied with our services, please tell us. 

How to complain


You can complain using any of the following methods: 

When complaining, please tell us:

  • your full name and contact details
  • as much as you can about the complaint
  • what has gone wrong; and
  • what outcome you are seeking.


It helps us resolve complaints quickly if you raise them directly with the service concerned.

What happens after you complain

Stage 1: Frontline Response
  • We aim to respond quickly, ideally when you first tell us about the issue.
  • This may include an on-the-spot apology, explanation, or immediate action to resolve the problem.
  • Our goal is to give you a decision within 5 working days (unless there are exceptional circumstances).
  • If you are not satisfied with the Stage 1 response, we will explain how to proceed to Stage 2.
Stage 2: Investigation

Stage 2 deals with two types of complaints:

  • Where the customer remains dissatisfied after stage 1
  • Those that require investigation
  • If you do not wish your complaint to be handled at stage 1, you can ask us to handle it at stage 2 instead.

We aim to provide a full response within 20 working days.


Still dissatisfied?

After we have given you our final decision, if you are still dissatisfied with our decision or the way we dealt with your complaint, you can ask the Scottish Public Services Ombudsman (SPSO) to look at it. 

The SPSO can be contacted using the following details:

  • In person: SPSO, Bridgeside House, 99 McDonald Road, Edinburgh, EH7 4NS
  • By post: Freepost, SPSO
  • By telephone: 0800 377 7330
  • Online: www.spso.org.uk 


Our full complaints process is set out in our Complaints Handling Procedure.

Compliments

We also welcome compliments.

Compliments help us identify what we are doing right and the level of service you expect. If you wish to thank a staff member or team for their service, please contact us.