The Association has undertaken to deal speedily, in keeping with our published policy, with any formal complaints received.
You undertake, to use the normal channels to bring the problem to our attention before using the Formal Complaints Procedure and then to supply full information on your complaint to enable us to investigate the matter properly.
As part of its commitment to customer care, Irvine Housing Association has a Formal Complaints Procedure to ensure any complaints you may have as a customer receive proper attention. This section explains who is a customer, what a complaint is and how to use the Formal Complaints Procedure.
If you are:
You are a “customer” and you are entitled to use the Formal Complaints Procedure to lodge a complaint.
A formal complaint is a matter, which you have brought to our attention and you believe we have not dealt with properly. For example, you may think the way we or our contractors have done our job was not good enough.
It is not a formal complaint if you are reporting something for the first time.
Complaints Desk
If you are uncertain whether or not your problem is a formal complaint or you do not know what to do, contact our “Complaints Desk” at your local office and they will help you.
In the first instance send your complaint in writing to:
Corporate Support Services Manager
Irvine Housing Association
2nd Floor
Bridgegate House
Irvine
KA12 8BD
Then write to:
Cheif Executive
Irvine Housing Association (address as above).
Then write to:
The Chairman
Irvine Housing Association (address as above).
In complex cases, the Chairman may, at his discretion, convene a panel of three board members to hear your complaint. In such cases, you can be accompanied by a friend or adviser.
You can go to your local Councillor or MP, or to your Tenants’ Association. If all else fails you can write to the The Scottish Public Services Ombudsman, who is appointed by the Government to look into cases of misadministration.
The address is:
The Scottish Public Service Ombudsman
Freepost EH641
Edinburgh
EH3 0BR
www.scottishombudsman.org.uk
To make it easier for you to present your complaint, a simple complaint form is available at all Association offices. A letter of acknowledgement will be posted within one working day of receipt of a formal complaint and a full written response will be posted within 10 working days of receipt. Association staff are available to explain the different procedures and to help you get your complaint attended to.
Do not be afraid to ask for help – Phone and ask for the Complaints Desk.
