Feedback your Comments

North Glasgow H.A. aims to give its tenants and residents first class housing management services. We are always pleased to hear any comments on our work, good or bad.

While everyone likes positive comments, we realise that when things go wrong you need to let us know. We value your feedback, and when you make complaints we do all we can to deal with them thoroughly and use what we find out to improve our services so that we are less likely to slip up in the future.

Who can use the Feedback process
What can I use the feedback process for
How to start the process
What to do if you remain unhappy
How to Pursue a Formal Complaint

Who can use the Feedback process

Anyone who receives a service directly managed by North Glasgow H.A. It is also open to anyone acting on your behalf, for example residents' associations, MP's or Citizens Advice Bureau.

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Use it to tell us if you feel we have: 

· Failed to provide you with a service 
· Given poor service 
· Not met our published policies or procedures 
· Treated you unfairly 

You can also use it to appeal against any decision we make. 

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How to start the process - Phone first!

In the first instance it's always best to raise the matter with your local Assistant Housing Officer by phone or when you meet him/her. All the addresses and numbers are listed below:

Enquiry About	Springburn	Possilpark
Housing application (between 2-4pm), offer of property, transfers, mutual exchange, tenancy matters e.g. neighbour disputes	Your Housing Assistant 0141 560 6000	Your Housing Assistant 0141 336 1300
Rent Account	Your Housing Officer 0141 560 6000	Your Housing Officer 0141 336 1300
Repairs/contractors or planned maintenance	Your maintenance desk on 0141 560 6000	Your maintenance desk on 0141 336 1300

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If the problem is not resolved, or you wish to make a formal complaint you should do so by writing to us or by visiting one of our local offices. Please say that you would like to make a formal complaint. If you phone in a complaint we will record what you say on a form and send you a copy. If you need help to fill in a form, or need an interpreter, please let us know and we will organise this.

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Customer Complaint Process

1: Initially we would hope to be able to resolve a problem informally. Complaints should be made in the very first instance to the relevant member of staff in the office either by telephone, personal visit or letter.

2: You may also use the complaints form

3: Residents of sheltered housing may also complain directly to the Care Commission. Ask for a copy of Sheltered Housing - A Complaints procedure for Tenants.

4. If the problem is not resolved informally by the officer concerned or the complainant wants to speak to someone else, the complaint will be recorded by the Area Manager and reported to the Director

5. The Director and/or delegated Manager will then formally investigate the complaint and ensure a full response or at least the timescale for a full response is given within 10 working days.

6. If the matter is still not resolved, an appeal can be made to the Association's Office Bearers. This appeal will be considered in writing although the complainant can make personal representation to the Office Bearers. The complainant may be accompanied by a representative of their choice. The Chairperson of the Committee will respond either with a full response or at least the timescale for a full response.

if you are still not satisfied with the Association's decision after completing the steps above then you can refer your complaint to the:

Scottish Public Services Ombudsman
4 Melville Street,
Edinburgh,
EH3 7NS

Tel: 0800 377 7330
Fax: 0800 377 7330
E-mail: ask@spso.org.uk
web: www.spso.org.uk

Generally complaints should be in writing and submitted to the Ombudsman within one year of the matter complained of.

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